Cutting paper in middle of job, then unloading roll? Copying or printing it don't matter.

[Rgusovius]

T2500 MFP
My customer is complaining that when they make a copy it cuts off the copy and unloads the paper. It doesn't matter if it's from roll 1 or 2. I have checked the roll Assy's the paper is not flush against the end caps. They are approx 1" on each side. Any other suggestions?

[TomB3]

Have you checked what firmware version they have.  A new one was released end of March i believe that addressed the machine randomly unloading the rolls.

Good chance they downloaded the FW automatically but did not have it actually installed.

[Rgusovius]

Yes that was the first thing I did. I tried to access and download new fw but the I T Dept disabled the internet connection to the machine and to their servers. So when I select download it states the machine has the updated fw. But it does not. So I tried from HP's website and it's not available? So where do I go to get the latest fw for this machine. Current fw on this machine is the 02 version which is the original when I installed this machine a year ago.
Let me know where I can get the sw.
Thanks

[TomB3 · Accepted solution]

Go to Hp.com -> Support Tab-> Software/Drivers.  Instead of searching for the T2500, enter the T2530.  They rolled out the 930,1530 and 2530 end of last year.

When you go to download the fw or drivers, you will see is lists the 920,1500 and 2500 grouped with the 930,1530 and 2530. FW and drivers are compatible across all model printers in this series.

MRY_04_02_00.5.fmw
30 Mar 2016

[Rgusovius]

Ok thanks for your response I will do that later this evening. I'll let you know.
Thanks

[Rgusovius]

Thanks Tom I was able to locate the updated firmware.