3551ci - a print error has occurred, add paper to tray 1

[BillyCarpenter]

I got a service call late this afternoon right before closing and the machine shows that it has 2 faxes in memory. At the bottom on the screen it says: "a print error has occurred" and to add paper to tray 1. Tray 1 is full. The screen to change paper setting comes up automatically and I've tried changing to various paper sizes with no success.

I removed the fax board and the machine will print, scan, copy but when I put the fax board back in and the 2 fax jobs are still in memory and I get the same error message.



I printed out the event log and I see a few F248's but nothing recent.

Never seen this before.

Anyone?

[tmaged]

Re: 3551ci - a print error has occurred, add paper to tray 1

At least one drawer has to be set to auto inch. If it's set to Letter, it won't print the fax.

Closing ? It's only 3pm there !

[BillyCarpenter]

Re: 3551ci - a print error has occurred, add paper to tray 1

At least one drawer has to be set to auto inch. If it's set to Letter, it won't print the fax.

Closing ? It's only 3pm there !

I did that. No luck.


It's 5:30 here.

[tmaged]

Re: 3551ci - a print error has occurred, add paper to tray 1

That's funny, I've never noticed the Mississippi on the second line of your location. I thought you were in Long Beach, CA.

[blackcat4866]

Re: 3551ci - a print error has occurred, add paper to tray 1

So do your trays display the correct size?

It's common for a small plastic tab on the rear cassette guide to break. When that happens, the left side of the guide raises up, and incorrectly identifies LTR paper as STMT-R.

What usually happens next, is the tech hard sets the paper size to LTR. As a result, fax images will not print to that tray.

You have several choices:
You can replace the Rear Cassette Guide: 302K909041, Max Height Label: 302K934090
or you can create a torsion spring of a sort from paperclip, like this:

IMG_1576.jpg

It holds down the little lever that detects 11" width.


Also check that none of your trays are isolated by a lift error (U906 partial reset). =^..^=

[BillyCarpenter]

Re: 3551ci - a print error has occurred, add paper to tray 1

So do your trays display the correct size?

It's common for a small plastic tab on the rear cassette guide to break. When that happens, the left side of the guide raises up, and incorrectly identifies LTR paper as STMT-R.

What usually happens next, is the tech hard sets the paper size to LTR. As a result, fax images will not print to that tray.

You have several choices:
You can replace the Rear Cassette Guide: 302K909041, Max Height Label: 302K934090
or you can create a torsion spring of a sort from paperclip, like this:

[ATTACH=CONFIG]50901[/ATTACH]

It holds down the little lever that detects 11" width.


Also check that none of your trays are isolated by a lift error (U906 partial reset). =^..^=

I can't say with 100% certainty that the machine was recognizing the correct size paper. I want to say it was but I need to confirm.

The symptoms that you describe line up perfectly with the problem I'm having.

The girls were about to close the office for the day and needed to scan some medical records so I just removed the fax board so they could get the job done.

I'll be back there bright and early Monday. That's when they open back up again. I'll let you know what I find.

PS - I figured you'd have a solution. I like the paper clip fix.

[blackcat4866]

Re: 3551ci - a print error has occurred, add paper to tray 1

PS - I figured you'd have a solution. I like the paper clip fix.

With the paperclip, if you load STMT-R paper it will still detect as LTR.

[bsm2]

Re: 3551ci - a print error has occurred, add paper to tray 1

The machine is looking for a paper size that's not in the tray.
Usally the error message will tell you.

Set the fax to auto reduce paper size to letter.

Yes it's option in the fax menu and should be done on fax setup on all machines.

[BillyCarpenter]

Re: 3551ci - a print error has occurred, add paper to tray 1

Yes it's option in the fax menu and should be done on fax setup on all machines.

I'm aware of this option. By turning the option to "on", will this prevent a paper mismatch error for this particular problem....assuming that's indeed the problem.

[BillyCarpenter]

Re: 3551ci - a print error has occurred, add paper to tray 1

So do your trays display the correct size?

It's common for a small plastic tab on the rear cassette guide to break. When that happens, the left side of the guide raises up, and incorrectly identifies LTR paper as STMT-R.

What usually happens next, is the tech hard sets the paper size to LTR. As a result, fax images will not print to that tray.

You have several choices:
You can replace the Rear Cassette Guide: 302K909041, Max Height Label: 302K934090
or you can create a torsion spring of a sort from paperclip, like this:

[ATTACH=CONFIG]50901[/ATTACH]

It holds down the little lever that detects 11" width.


Also check that none of your trays are isolated by a lift error (U906 partial reset). =^..^=

I had never had a need to investigate this area of the machine until now. I was trying to figure out exactly what you were talking about as far as the plastic tab breaking and causing it to misread the size of the paper.

I see exactly what you're talking about now.

On an old parts machine, I took off the "size sensor board". That's the name that I gave it. I haven't looked it up in the parts book. Anyway, it has 3 buttons (switches) - 3 going from left to right (on the bottom) and 1 up top in the center.

I wrote down a key for how it works...if you will. Tell me if I have it wrong.

Looking at the "buttons" from left to right....


When all 3 buttons are engaged (top button not engaged), the paper size is 8.5 x 14
When 1&2 are engaged (top button not engaged), the paper size is 8.5 x 11R
When only the 3rd button is engaged (top button not engaged), the paper size is 5.5 x 8.5
When the 3rd button is engaged and the top button is engaged, the paper size is 11.5 x 8.5

PS - I see what you're talking about as far as the rear paper guide pressing down on the small plastic tab.


Your post has been a big help.

PSS - Do you see this problem very often in the field?

[blackcat4866]

Re: 3551ci - a print error has occurred, add paper to tray 1

I wrote down a key for how it works...if you will. Tell me if I have it wrong.

Looking at the "buttons" from left to right....


When all 3 buttons are engaged (top button not engaged), the paper size is 8.5 x 14
When 1&2 are engaged (top button not engaged), the paper size is 8.5 x 11R
When only the 3rd button is engaged (top button not engaged), the paper size is 5.5 x 8.5
When the 3rd button is engaged and the top button is engaged, the paper size is 11.5 x 8.5

PS - I see what you're talking about as far as the rear paper guide pressing down on the small plastic tab.

Your post has been a big help.

PSS - Do you see this problem very often in the field?

Very precise analysis.

I've replaced 15 or 20 0f those rear cassette guides, usually schools. You'll get an enduser that decides they'll bowling for a strike, with a full ream of paper. The impact busts the rear guide.

You'll also find that some endusers lean on the tray, and break holes in the bottom front of the cassette rails. The symptom is that the tray stops 2" shy of latching. If you lift the tray a little it will close.
=^..^=

[tmaged]

Re: 3551ci - a print error has occurred, add paper to tray 1

Very precise analysis.

I've replaced 15 or 20 0f those rear cassette guides, usually schools. You'll get an enduser that decides they'll bowling for a strike, with a full ream of paper. The impact busts the rear guide.

=^..^=

Which is why the 2 series forward has the slow close drawers.

[BillyCarpenter]

Re: 3551ci - a print error has occurred, add paper to tray 1

I really, really didn't want to ask for help on this one, but I'm tired of banging my head on the wall.

Here's the deal. I have a 3551ci in the shop and I was about to do some self-training on the paper size settings. I had already taken the size sensor board off a parts machine and learned how that worked. I now wanted to confirm this by manually manipulating the buttons on a working machine.

There's only one problem. I immediately noticed that tray 1 would not recognize any paper size except for Letter Plain. No other paper is recognized. Tray 2 works fine. This machine has 2-trays only.


Here's what I've tried thus far.

- Replaced paper size sensor board
-Replaced the board that paper size sensor board plugs into.
- Reloaded firmware.

I also swapped trays with a known good tray.
I also engaged the buttons by putting a piece of tape over them and it should have read 8.5 x 14.



PS - I'm not in an urgent hurry to repair this problem because it's our machine..it's just buggin' the sh!t out of me because I can't figure it out.

Thanks.

[blackcat4866]

Re: 3551ci - a print error has occurred, add paper to tray 1

I know we've already covered this ... but are you SURE that the paper size is not hard-set at LTR? It should be on Auto(Inch).

That's the only reason I know that the paper size would not self-detect. =^..^=

[BillyCarpenter]

Re: 3551ci - a print error has occurred, add paper to tray 1

I know we've already covered this ... but are you SURE that the paper size is not hard-set at LTR? It should be on Auto(Inch).

That's the only reason I know that the paper size would not self-detect. =^..^=

I need you to explain this to me. When I select: Copy>Paper Select, it's set to auto but I don't see a setting for inch. Where would these settings be? I've looked under System Menu>Paper Selection>Auto, but don't see inch there, either.

Thanks.