3. Ask the customer to try to print from the Multi-Sheet Tray. If he can print from the Multi-Sheet Tray, it
means that the OOP sensor and the paper motor work correctly. Ask the customer to re-check that there
are no pieces of paper stuck in the paper path.
4. If no anomalies are detected, ask the customer to cut 10 cm of the paper roll or use a new roll (if
possible) and try to load the roll again.
5. If no anomalies are detected, ask the customer to run the OOP sensor diagnostics (see 4.5 Out-Of-Paper
Sensor on page 190). If they fail the OOP sensor should be replaced, arrange the shipment of an OOP
sensor (CSR A part) to the customer.
6. If the OOP sensor diagnostics pass, arrange a service engineer visit to diagnose the issue.
Unsuccessful sheet load
1. Ensure that the Output Tray is closed. If the Output Tray is open, ask the customer to close it and try to
load the sheet again.
2. Ask the customer to try to print from the Multi-Sheet Tray. If he can print from the Multi-Sheet Tray, it
means that the OOP sensor and the paper motor work correctly. Ask the customer to re-check that there
are no pieces of paper stuck in the paper path.
3. If no anomalies are detected, ask the customer to try to load a dierent paper type (roll or single sheet).
If the load is successful, check with the customer that the type of paper failing to load is a supported
paper.
4. If the paper is supported, ask the customer to run the OOP sensor diagnostics (see 4.5 Out-Of-Paper
Sensor on page 190). If the diagnostics fail, the OOP sensor should be replaced, arrange the shipment
of an OOP sensor (CSR A part) to the customer.
5. If the OOP sensor diagnostics pass, arrange a service engineer visit to diagnose the issue.
Unsuccessful load from the Multi-Sheet Tray
1. Ask the customer to remove all the sheets from the Multi-Sheet Tray, and load only one sheet (A4 or A3).
Try to print. If the load is correct, ensure that the customer has not loaded too many sheets into the tray,
also that the paper is supported.
2. Ask the customer to ensure that the Multi-Sheet Tray is well positioned.
3. If one sheet works OK, but it fails with several, it could mean that there is a problem with the Multi-Sheet
Tray. To check this, ask the customer if roll or single sheet can be loaded successfully. If yes, the Multi-
Sheet Tray should be replaced, arrange the shipment of a Multi-Sheet Tray (CSR A part) to the customer.
4. If it is impossible to load a sheet through the Multi-Sheet Tray, and neither roll nor single sheet can be
loaded, ask the customer to remove the Multi-Sheet Tray and re-check whether there is any piece of
paper stuck in the tray.
5. If no anomalies are detected, ask the customer to run the OOP sensor diagnostics (see 4.5 Out-Of-Paper
Sensor on page 190). If they fail, the OOP sensor should be replaced, arrange the shipment of an OOP
sensor (CSR A part) to the customer.
6. If the OOP sensor diagnostics pass, arrange a service engineer visit to diagnose the issue.
Onsite troubleshooting
The service engineer should rst follow the paper troubleshooting procedure in the user's guide, and also the
instructions in this manual given to the customer by the call agent to double-check that the troubleshooting
ENWW Paper troubleshooting 101
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