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
 
austserv@lexmark.com


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

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P:  

  

A:  
1. 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?

2. Paper & Settings

What paper type is being used? Is it supported?
Do the paper settings match the actual paper used?

3. Print Samples

Can you send me print quality pages via email? (Include both normal print and test page if possible.)

4. 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?

5. Test & Verification

Have you tried printing a test page directly from the printer?

  
austserv@lexmark.com


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

channelhelpline@optus.com.au

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