Severe ghost pictures with MFP 178nw

[Georg_M]

Hi,

I own a Colour Laser MFP 178nw printer which is neraly as new from usage perspective. I bought it around 11/21 and sadly its out of warrenty.

Description of Problem:

• I still have the original cartridge which came with the printer
• Since a couple of months only some printouts had some "ghost" pictures at the bottom of the page - Reprint it again helped
• Now every print has a severe ghost section at the bottom of the sheet which is actually the content from the top.
• It also happen with colored pages - So I assume its not up to the cartridges.
• Windows is newly setup incl. all up to date driver packages (which anyway do not influce this)
• The Printer is broken - Not usesable at all.
• Please check the attached picture incl. the supplies. I greyed out the serial #. If those are helpful and OK to share (from HP perspective) i can send also the original picture.

How can this be explained? Its a very expensive printer and I hoped to get rid finally of dryed out ink cartridge as I do not need it very often.

[Irfan_06]

Hi @Georg_M,

Welcome to the HP Support Community.

Thank you for posting your query, I will be glad to assist you.

I understand you're experiencing an issue with your printer that is malfunctioning.

I apologize for any inconvenience this may have caused, I'm here to help you today.

Please follow the steps below to fix the issue.

A) Perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

C) If the issue still persists, uninstall the printer software by following the steps from this link and restart the devices.

D) Install the printer software by clicking on the link again and let me know if that resolves the issue.

Note: Enable Bluetooth for an HP Smart app setup: Enable Bluetooth on your computer or mobile device so that HP Smart can detect the printer during the setup.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a good day

Irwin6

HP Support

[Georg_M]

Hi, thx for your response. I followed all the steps you mentioned but nothing has been changed.

To make it more precise:

This is not a print queue or Software issue. The problem also appear by just copy an existing page (lay paper into the scanner, press copy buttion). In that case no computer/SW is involved. Firmware is up to daste.

The ghosting is therefore something Hardware related when the paper is going through the printer like when the top part is "wet" and getting pressed to the bottom of the page OR some leftover from the toner is stuck on some kind of role where the new paper is going through. 

[Irfan_06]

Hi @Georg_M,

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

Refer to the steps on this link to restore factory defaults and let me know if that resolves the issue.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a good day

Irwin6

HP Support

[Georg_M]

Hi,

still I have the Same Problem..

[Irfan_06]

Hi @Georg_M,

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

As you have exhausted all the possible troubleshooting steps to fix it. We appreciate your understanding and patience.

I've sent you a private message with the instructions to get in touch with the HP phone support to assist you further. In order to access your private messages, Click the Private message icon on the upper right corner of your HP Community profile Next to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

Take care and have a good day. <br />Irfan_06 – Moderator.

HP Support

[Ken-Di]

Hi Georg_M, I have exactly the same problem with the same printer for exactly the same reason... I don't use it much now.  it looks like we bought the printer about the same time and now have the same issue with it.

I'm rather surprised Irfan_06, an HP employee, had you pointlessly removing toner cartridges, unplugging the printer, holding buttons down and updating software instead of directing you to the actual hardware problem... the imaging drum.

If you get to speak to HP telephone support I'd be very interested in knowing how that conversation goes.  Good luck.

[Georg_M]

Seems like, at least in Germany, there is only a option to buy furthre support for 25€. I'm really confused by this approach of providing support for a product which must be as good as new.