A help desk technician needs to work on a high-volume printer. Users have reported occasional paper jams and smudges appearing on printed documents. Which of the following steps should the technician do next to address these issues?

The combination of occasional paper jams and smudges points directly to issues within the paper path, specifically the rollers. Printer rollers are responsible for gripping and feeding paper; when they become dirty with paper dust, oils, or excess toner, their grip weakens, leading to misfeeds and jams. This same debris on the rollers can be transferred onto the paper during the printing process, causing smudges or streaks. Cleaning the rollers is a standard, non-invasive maintenance procedure and the most logical first step in the CompTIA troubleshooting methodology for addressing both reported symptoms simultaneously.

A. A factory reset is a software-level solution that corrects configuration errors; it will not resolve physical issues like dirty rollers or worn mechanical parts.
C. While a leaking toner cartridge can cause smudging, it is not a typical cause of paper jams. Replacing all cartridges is an expensive and inefficient initial step.
D. A failing fuser is a primary cause of smudging (unfused toner), but it is a less frequent cause of paper jams than feed rollers and is a more complex and costly replacement.

1. HP Inc. Official Documentation. (2023). HP Color LaserJet Pro M255

MFP M282-M285 Printers - Solve print quality problems. HP Customer Support - Knowledge Base

Document ID: c06502009. In the troubleshooting guide

"Step 6: Clean the pickup roller and separation pad" is a prescribed solution for print quality issues and feed problems.

2. Indiana University. (2023

October 24). About laser printer maintenance. University Information Technology Services (UITS) Knowledge Base

Document ID: akze. The document states

"Dirty feed rollers are a common cause of paper jams. You can usually clean the rollers with a lint-free cloth..." It also discusses how cleaning the printer's interior can resolve print quality defects.

3. Cisco Networking Academy. (2020). IT Essentials v7.0. Chapter 4

Section 4.2.2.5

"Common Problems and Solutions for Printers". The curriculum identifies worn or dirty rollers as a probable cause for paper not feeding or jamming and recommends cleaning them as a solution. It also notes that smudges can be caused by debris inside the printer.