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Case ID: CAS-3481079-R2J6C5 SN: 75299151433DC Model: CX622ade Company/Account: Optus PTY LTD Printer Address: 1 Ingham Drive Shop 7 Casula Mall Casula, NSW, 2170, Australia
HD Ticket #: INC4062218 Business Hours: Caller Type: (EU / Tech)
Name: Mary Contact Number: +61452274741
P: Store advised whenever they copy or scan a document, there is a black line showing on the page
A: OB Call: +61452274741 | 3:32PM | 29/12/2025 -Ringed, answered, Ob spiel -Is the line vertical or horizontal > Vertical lines -When did you first notice the black line > wherever we try to scan or basic printing -Does it appear on every page or only certain documents > front of the page -What paper type is being used > A4 -Do the paper settings match the actual paper used > not allowed it was already set by IT -Are you using genuine Lexmark toner and parts? yes, it was already sent via email -advised the customer to clean the flat bed glass with clean moist cloth > Issue resolved -NOC END OF CALL
when does the issue it happened? it does occur every time you print or in a specific document. what changes have you done to resolve the issue? have you tried to flex and pan the paper before inserting it inside of the tray? Is there any error code displayed in the printer screen?
Next Steps:
- [What to do if issue persists OR reason case cannot proceed]
Other Details:
- [Alternative contacts, user environment, etc.]
Next Notes: -[To add as additional note, and ob note; no need to include in PAS Notes]
S: MT: Vertical lines appear when using the ADF > LEGACY ID: SO5152
P:
A:
- Basic Identification
Is the line vertical or horizontal? When did you first notice the black line? Does it appear on every page or only certain documents?
- Paper & Settings
What paper type is being used? Is it supported? Do the paper settings match the actual paper used?
- Print Samples
Can you send me print quality pages via email? (Include both normal print and test page if possible.)
- Supplies & Components
Have you inspected the toner cartridge and drum for damage or dirt? Have you checked the level of supplies? Are you using genuine Lexmark toner and parts?
- Test & Verification
Have you tried printing a test page directly from the printer?
when does the issue it happened? it does occur every time you print or in a specific document. what changes have you done to resolve the issue? have you tried to flex and pan the paper before inserting it inside of the tray? Is there any error code displayed in the printer screen?
S:
Requestor Information
Company Name
Optus PTY LTD
Requestor Name
Channel Helpline
Requestor Phone Number
1300 66 77 55
Requestor Email Address
IT Assist Reference#
INC4062218
Device Information
Printer Serial Number
75299151433DC
Printer Model Number
Lexmark CX622ade
IP Address
10.125.237.33
Description of Fault (must include Error Message/Code if displayed)
Store advisedwhenever they copy or scan a document, there is a black line showing on the page
New issue or re-occurring issue
New
Action taken to resolve the issue/problem (Troubleshooting steps completed)
Restarted the printer
Printer Location
Address of Printer (Store Address as listed in PRP)
1 Ingham Drive
Shop 7 Casula Mall
Casula,
State
NSW
Country
Australia
Zip code
2170
Site Contact Name
Mary
Site Contact Phone Number
0452274741
Secondary Contact Name
Secondary Contact Phone Number