Question Answer Did the paper jam occur when loading paper? If paper jams have occurred previously, some pieces of paper may still be stuck in the paper path. Clear the paper path. NOTE: Customers often store used rolls without protecting them from office environmental conditions; when exposed to high humidity, the paper edges tend to curl. This curling can cause paper jams when paper is loaded by feeding paper in without lifting the Media Lever. In these conditions, to avoid paper jams, the recommendation is to load paper by lifting the Media Lever and aligning the paper manually, following the instructions on the front panel. Is the customer using non-HP paper?
The use of non-HP paper can easily be the cause of paper jams and printhead crashes — especially printhead crashes, because HP paper is specially formulated to avoid cockle, one of the primary causes of head crashes. If the paper is not HP-approved, advise the customer to use HP paper and check to see if the problem is now solved. TIP: When clearing a paper jam, sometimes paper is stuck in the paper path. To clear this, you must lift the Media Lever and insert thicker paper into the paper path to push out the paper that is still stuck there.
Troubleshooting paper, scan axis and Rewinder Motor shutdown If a shutdown occurs, you will get the message “Switch Power Off” followed by one of these messages: ● Check Maintenance Cartridge Path ● Check Paper Path ● Check Printhead Path NOTE: A shutdown in each path will require different steps to resolve the problem as explained below. In each case, make sure that you power off the printer before trying to resolve the problem. Also check that the Rewinder Motor moves easily (without friction) with the printer turned off. Maintenance cartridge path Open the right door of the printer and check for any visible obstacles restricting the movement of the Service Station.
Manually move the Service Station, checking for smooth and free movement. Paper path To resolve paper path problems, do the following: 1. Open the Window and check for any visible obstacles restricting the movement of the Drive Roller. Make sure that the mylar is not damaged. If there is a wrinkled mass of paper inside the paper path, lift the Pinch wheels (using the Paper Load Handles) and clear the obstruction. 2. If this shutdown happens at the end of a Roll of Paper, it could be because the paper is stuck firmly to the Roll. Lift the Pinch wheels (using the Paper Load Handles) and pull the paper clear. ENWW Troubleshooting paper, scan axis and Rewinder Motor shutdown 11