Designjet z6800 End of roll message when loading paper

[fixthecopier62]

The customer stated it was working fine until it needed paper. Customer went through usual steps to load a new roll. At the end of the procedure, machine says "End of Roll" and wants paper loaded. I went on site, reloaded firmware and checked the spindles and basic things. It will do it with an HP roll with the bar code or plain with no code. Have never had issue  like this, so I need some direction.

[chris1designjet]

hi

probably you have a loose media sensor  check it and its position if well fixed  use a light from underneath the media

and maybe the roll is not fixed to the spindle ??/ check

give me more info on what happens exactly 

[fixthecopier]

Your advice  was dread on. Sensor was hanging. easy to get to. Thanks.