Printing Defects

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  • Problem Cause Solution How common* Comments
    background scatter fuser assembly is bad (esp. on fusers with ceramic heating elements) do half-way test to determine if it is the fuser.
    background scatter Toner cartridge is defective Install a new toner cartridge 10
    background scatter transfer Roller is dirty or worn. A worn transfer
    Roller can cause background scatter due to improper bias voltages
    Clean the transfer Roller using a dry, lint-free cloth. DO NOT touch the transfer Roller with your fingers. If the problem persists, replace the transfer Roller Assembly 2

    *On a scale of 1-10, how often this problem occurs (10 being most likely).

  • Problem Cause Solution How Common* Comments
    black pages DC Controller PCA is defective. If the DC Controller turns on the laser beam continuously, the entire surface of the Photosensitive drum is neutralized causing a completely black page Replace the DC Controller PCA 10
    black pages Defective toner cartridge Replace the toner cartridge 9 4
    black pages High voltage power supply circuit is defective (not supplying the correct negative voltage) Replace the High Voltage Power Supply PCA 10 some printers have the high voltage power supply on the DC controller.
    black pages High voltage contact springs are dirty or defective. The high voltage contacts are mounted on the High Voltage Power Supply PCA and protrude into the toner cartridge cavity Inspect and clean the high voltage contacts. If damaged, replace the High Voltage Power Supply PCA. 2
    black pages Laser/Scanner Assembly is faulty (turning laser on continuously) Replace the Laser/Scanner Assembly 5
    black pages Light is leaking into the printer Make sure that all covers are in place 2

  • Return Policy

    Return Policy

    Pacific Gateway Laserjet Inc. offers a return policy on merchandise based on the following conditions.

    You need a RMA number (Return Merchandise Authorization), which we will issue to you. You must have this number visibly in writing on the outside of the box.
    Pacific Gateway Laserjet Inc. will not accept returns unless a "Return Authorization Number" has been issued.
    To obtain Return Authorization Number (RMA), please email to, and you will receive it with 2 business days.
    In this page you have a list of all your orders with product details. After emailing back your return request, we will typically respond to your request via email within few business days of the request.

    If your request is accepted, our email response will contain a Return Authorization Number and provide shipping instructions, otherwise we will include additional questions to clarify the request.
    Merchandise must be returned 100% complete in original packaging with all manuals and other accessories.
    If your request is not accepted, we will send an email regarding the dispute related to the request.
    For questions regarding our return process and policy, please call our customer service: 1-604-433-0788.
    In order to ensure prompt customer service, please make sure you have submitted your online return authorization request and have your original order number available before you call.

    Return Authorization Numbers (RMA) are valid for 30 days. Returned products must meet our criteria of acceptance before we issue a credit or ship a replacement.
    If the returned products does not meet our acceptance criteria, we will make a resonable attempt to contact you, using the contact phone number and contact email address provided on the original order or return request, to arrange for return or disposal of the item.
    If we do not receive a response to the rejected items within 30 days of our attempted contacts, rejected items will be discarded.


    Within 90 days from purchase date, you can return your non-defective (Un-opened) merchandise.
    We will issue you a Return Authorization Number (RMA) and will give you an address to ship the product to.
    Please note, there are %25 restocking fee for returns.
    We do not refund after 30 days from purchase date.


    If you have defective merchandise we will gladly issue you a RMA and will send you a "Pre-Paid Canada Post Return Label" to return the defective product for more investigation and replacement.
    Please note, we do not refund after 30 days from purchase date.

    Replacement Options:

    Customers can select one of the following methods of replacing their products:
    A- Get your return authorization number, return your product, and we will ship your replacement free of charge after receiving and inspecting your returned products.
    B- If you urgently need your replacement, you can select to purchase the replacement product at full charge and we will credit your original purchase after inspecting your returned product.

    3- Warranty For Imaging Drums

    Please note that warranty for all imaging drums are just 6 Months.
    We are not able to change any imaging drums 6 months after the purchase date.