M605 Unexpected size in Tray 3.

[Ian1985]

Hi.

We currently have a client who's having issues printing from tray 3 from a newly installed M506.

When printing it displays unexpected size in Tray 3. Same issue happens when swapped over to tray 2. The user prints on prescription paper from tray 3. The printer is configured correctly. All trays set to any size and any type.

When printing from tray 3 it feeds one sheet then displays the error and feeds another sheet out slower the prompts for plain a4. Normally these printwea ar3 plug and play however we can't seem to over come this problem. Any ideas appreciated.

Thanks.

[dansdaduk]

>> ... All trays set to any size and any type ...

Why not configure the printer so that the tray configuration actually matches what is in each tray (e.g. paper size =A4, paper type = Letterhead), and (for the print job on the workstation) select  the required paper source by requesting those attributes in the printer job, with the paper source set to "printer auto-select".

... although I'd expect that (usually) in a business-class device, the paper size would be detected automatically by sensors in the paper cassette tray linked to the paper width and length guides.

I think (although hardware is not my area of expertise) that "unexpected size" prompts occur because the time that a page takes to traverse between certain sensors in the paper path is outside expected bounds - but if the paper size is "Any", how can the printer know the correct value?

... or perhaps the "prescription" paper is 'slippery' and not puilled thr+ough by the roillers as expected?

[Alex-TATS]

Hi @lan1985,

Doing as @dansdaduk said to you about configuring the correct paper size and type would be the first step.

Next things you could try are:

- Confirm that the paper guides are set correctly.

- Check not the tray (you said you swapped tray-2 with tray-3) but the case of the extra tray-3. Insert and remove tray in and out of its case and see if the corresponding plastic bits on the side of the case are moving as well (these trigger the sensor of detecting the paper size). To actually check that you need to remove the covers from the case of the extra tray.

- If you have a spare or another extra tray-3 with its case, try using that instead.

The case is what is left when you take out the tray #3.

I hope that helps. Please keep us informed with any progress you might have on this issue.

Cheers!

[SHThompson]

When you set a tray size to any and a paper type to any and then you print any size at all it assumes that the tray matches.

That is to say that if I set tray 1 to any type at any size and put letter paper in it and then try to print a legal sheet the printer will pull from tray 1 because it then assumes trait 1 has legal size paper and I will get a paper size mismatch when it detects that the paper was actually letter size.

Have you tried printing from tray one?

It sounds like the job is calling for a size that does not actually match the size of the prescription paper.

I believe the proper thing to do is set tray 3 to custom size and then define a custom size in the driver.

[SHThompson]

By the way if I was working on this machine I would cut some plain paper down to match the size of the prescription paper and use it for troubleshooting rather than the expensive paper, hopefully you are already doing this.

[SHThompson]

One last thought, HP and Troy offer a solution call secure document print that allows you to print prescriptions with security features on plain paper.

I was trained on it in Boise a few years back it was that last day of a week of intensive training and it was a very neat solution.

[Ian1985]

Thanks for the replies guys. Previously we have had no issues like this before. Like I said earlier its normally a plug and play affair. Set the guides in the trays set the driver up on the server and away you go.

Due to escalation issues we swapped the unit the out so never got to the bottom of it. The replacement worked fine first time.