Printer lines from ADF but not from scanner

I am supporting a user in a remote location who has an Epson WorkForce WF-3620.  When she copies a document from the ADF, 2 vertical lines appear in the output.  Debris or scratches in the ADF glass area seem the most likely cause since the lines do not appear when printing or when making a copy from the flatbed.  But, when we scan a document using the ADF, there are no lines in the scanned file.  So now I'm confused.  Things I've had her try: clean and inspect the ADF glass and area, turn off unplug and plug the printer back in, printhead alignment, print nozzle check, new ink cartridge, print quality settings, manual rear feed paper vs using the paper tray, b&w & color copies.  If it was debris or a scratch that she isn't noticing, why wouldn't the lines be there on the scanned file?  

Thanks for any suggestions.  Because I don't have direct access to the printer, I may not be able to provide feedback today on suggestions but I will asap.  Thank you.
dadoyanDirector, Business Analysis & TechnologyAsked:
Who is Participating?

[Product update] Infrastructure Analysis Tool is now available with Business Accounts.Learn More

x
I wear a lot of hats...

"The solutions and answers provided on Experts Exchange have been extremely helpful to me over the last few years. I wear a lot of hats - Developer, Database Administrator, Help Desk, etc., so I know a lot of things but not a lot about one thing. Experts Exchange gives me answers from people who do know a lot about one thing, in a easy to use platform." -Todd S.

JohnBusiness Consultant (Owner)Commented:
If I understand your post, printed copies have lines and scanned documents (not printed) do not have lines. Correct?

So then it is the printer mechanism that is creating the lines. Could be the rollers moving the paper through the printer or a print error not fixed by the cleaning.
0
dadoyanDirector, Business Analysis & TechnologyAuthor Commented:
Only copies that are printed from the ADF have lines.  Copies made from the flatbed and printing from an application have no lines.  That's why it doesn't seem like it's the printing mechanism.
0
JohnBusiness Consultant (Owner)Commented:
OK, that is much clearer. So yes, if printing from an application does not have lines, it seems less likely to be the printing mechanism.

It seems a stretch, but if debris were in the rollers of the ADF, maybe it is transferring to the paper after scanning that section has occurred.

You probably need to see if you can clean all the ADF rollers.

If you are scanning at low resolution, it may not be picking up the lines.

The printer (ADF) may need servicing.
0

Experts Exchange Solution brought to you by

Your issues matter to us.

Facing a tech roadblock? Get the help and guidance you need from experienced professionals who care. Ask your question anytime, anywhere, with no hassle.

Start your 7-day free trial
OWASP: Avoiding Hacker Tricks

Learn to build secure applications from the mindset of the hacker and avoid being exploited.

dadoyanDirector, Business Analysis & TechnologyAuthor Commented:
We did try cleaning all the ADF rollers. I'll have her try that again.  I'm also going to ask her take a paper that came out with the lines on it and lay it on the flatbed to see if it will line up with the source of the problem.
0
rindiCommented:
To me it sounds more like when you copy using the ADF, the complete scanner area, or even a slightly larger area is used, so the lines would be the edges of that area which don't really belong to the scanner window. When you use the flatbed, your only the proper area is scanned and used. Besides that, when scanning, you normally get a preview from which you select the document area, and so there you would cut off those scanned areas you don't need, which would include those lines.
0
hdhondtCommented:
If you are scanning from the ADF, the flatbed is not used. It is the paper that moves, instead of the scanning head. The scanning head stays stationary.

Look to the end of the flatbed glass, where the paper feeds from. You will see a narrow glass strip there. That is the area used for scanning from the ADF. Clean that area and your lines should disappear.
0
dadoyanDirector, Business Analysis & TechnologyAuthor Commented:
Thank you all for your comments.  We did focus on the narrow strip of glass since the problem only occurs when copying from the ADF but were not able to make the lines go away.  I was hoping there might have been another solution I hadn't considered.  There is the chance the end-user is reporting the situation incorrectly but I'm pretty confident she is not.  I guess time to call Epson to see if the printer needs servicing.  Thanks.
0
JohnBusiness Consultant (Owner)Commented:
@dadoyan  - Thanks for the update and good luck getting the printer serviced.
0
bv ghCommented:
Epson Workforce WF-3620 approximately 5 months old.

Vertical line appeared yesterday while using Automatic Document Feeder (ADF) during -

- Copy
- Scan

Vertical line does not appear when Automatic Document Feeder (ADF) is not used and document is placed directly on glass during -

- Copy
- Scan

Then vertical line also does not appear when printing document from file while not using Automatic Document Feeder (ADF)

Reviewed this troubleshooting post and took a closer look at the 1 1/8" "thin strip of glass" -  visible after "top" is lifted and located left of  main glass  running front to back of unit -  Note:  When ADF is used to copy or scan,  document being copied or scanned moves across this "thin strip of glass" left to right & any debris  on "thin strip of glass" will now be  included on the final scanned or copied document.  Conversely when ADF is not used and document to be copied or scanned is placed on main glass debris will not appear since "thin strip of glass" is not involved when using main glass and not ADF.

Found and carefully removed an extremely small spot of mystery debris from "thin strip of glass" with rubbing alcohol and tissue paper - don't scratch glass by rubbing too hard - line now gone.

Sincerely,

bv gh
0
Ak AkCommented:
Thank you for your posts really helpful for someone with zero printer fixing knowledge. I cleaned the "small glass strip" and for one sheet the line went awy but then came back. I cleaned it all again the glass strip and above on the plastic  (with lens glasses cleaner fyi and the cleaning cloth for the lenses) but also i noticed some small bits of debris caught in the small crack between the strip of glass and where it joins the plastic. Got those out v carefully with a soft toothbrush, polished again and seems to work!
0
It's more than this solution.Get answers and train to solve all your tech problems - anytime, anywhere.Try it for free Edge Out The Competitionfor your dream job with proven skills and certifications.Get started today Stand Outas the employee with proven skills.Start learning today for free Move Your Career Forwardwith certification training in the latest technologies.Start your trial today
Printers and Scanners

From novice to tech pro — start learning today.