M401 Phantom Paper Jams - Error Code 13.0000

[#1]

Hello,

I'm dealing with an M401dn that is jamming on duplex print jobs quite regularly.  It will print single sided print jobs without issue.  When a paper jam error occurs during a duplex print job it will be necessary to remove and replace the toner cartridge in order to clear the jam.  There is actually no physical paper jam, however something triggers the event, which will not reset apart from the toner remove/restore.  (We have also tried replacing the toner cartridge) These events will log a 13.0000 in the event log.

I have updated the firmware to the latest version (Feb 2015) and the error still occurrs.  The printer has a page count of roughly 9000 pages and is about 22 months old.  This usage falls comfortably within the rated duty cycle.

Can anyone advise me as to the likely source of these errors?  The inability to reliably duplex renders the printer nearly useless.

Interestingly we have a number of earlier 2055dn series printers which do not seem to have any duplex issues.  These earlier printers strike me as a higher quality piece than the M400 series.  I wish they were still available.

Thank You,

[DoublHH]

Are you able to swap paper trays with another 401 ??..I've heard that this issue is related to the tray...

[#3]

DoublHH,

Thank you for the reply.  Yes, I should be able to try a tray swap - I will verify that this eventing and if so give it a try. 

Thank You,