Error 39.12:01 or 39.11:01 (media unload)

[serge_dugal]

Hi.

I having problem troubleshouting this error 39.12:01. I have follow all the instructions from the service manual (hubs, hubs distances each sides, replace the #1 rewinder motor&  the 2 spindles, verify for no obstructions on the paper path sensor), still the user is still having the same issue. 

After replacing each part, the plotter work for  few weeks, then the message appear again. It's eather 39.12:01 or 39.11:01.

If someone can help, it will be greatly appreciated.

[PaulElw]

Serge,

Hello. Does this occur with a specific type of media or media core size?

Can media slip when loaded onto any spindles?

Is length of media roll entered when media is being loaded? is the length amount correct?

I would personally check the media and try a variant to see if the error occurs with a different brand/type of media roll.

[serge_dugal]

Hi. Thanks for the reply.

They are using only one type of media: 36" plain paper. For the Media core, the hubs fit perfectly in the cores.

The media doesn't look like it's slipping.

When the error occur, when we reload the media, we select unknown length, otherwise, with a new roll they select the right lenght.

I will ask them to buy a different kind of media and test it.

Thanks.