Hi,
If you have not done so, you can try cleaning the rollers and pad. You can refer to the User’s Manual for the steps. Instructions for “Opening the Upper Unit” can be found on page 5-3. Instructions for taking the rollers out and putting them back in can be found in the section of the manual titled “Removing and Reinstalling the Rollers” (starting on page 5-9).
Instructions for cleaning the rollers and pad can be found in the section titled “Cleaning the Scanning Glass, Roller, and Pad” (starting on page 5-3). You should only clean the rollers and the pad. It is not necessary to clean the glass. Please click HERE if you would like to open and view a PDF version of the manual.
If the issue persists, it is recommended that you call our Enterprise & Desktop Solutions Divisions at 1-800-423-2366 Monday-Friday 8:00 am to 6:00 pm ET, excluding holidays for further service or repair options.
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