13.20 Paper Jam

Out-of-box 13.20 paper jam troubleshooting steps

Complete the following to troubleshoot a 13.20 paper jam error that occurs immediately after setting up.

Dislodged duplex pan (paper access plate

If the printer has optional tray 3 installed, lift the printer off the tray 3 feeder assembly.

Remove the print cartridge, disconnect the power cord, and and disconnect the parallel cable, USB cable, or the network cable.

Figure 1: Print cartridge removal

Pull tray 2 out of the printer.

Figure 2: Tray 2 removal

Rotate the printer two times, either right or left, until looking directly at the back of the printer.

Figure 3: Rear view of printer

Carefully rotate the printer up and away so that it rests on its face panel.

Check the duplex pan (paper access plate) to determine if it has dislodged.

Figure 4: Dislodged duplex pan (paper access plate)

Gently pull toward you and click back into place to realign the duplex pan (paper access plate).

Figure 5: Aligned duplex pan (paper access plate)

If unable to realign the duplex pan (paper access plate), replace the whole unit if within 30-days.

NOTE: Alternate service options include Express Exchange, 3-day TAT, or a local service provider at the customers' request.

Fuser media exit sensor stuck, missing, or damaged.

Figure 6: Fuser delivery sensor

Visually inspect the fuser delivery sensor to determine if the sensor is stuck, missing, or damaged.

Visually inspect the fuser delivery sensor area to determine if the tension spring is dislodged.

If the fuser delivery sensor is present and moving, verify that the sensor spring, springs back when toggled.

Replace the whole unit if the fuser delivery sensor is missing or damaged.

NOTE: The fuser will need to be replaced if the fuser delivery sensor is missing or damaged. Service the printer through the standard DOA channels.

13.20 paper jam under print cartridge

Remove the print cartridge.

Figure 7: Print cartridge

Remove all paper from under the print cartridge.

Check and reseat the transfer roller, if necessary.

Release the left end of the transfer roller by using needle-nose pliers to pinch the two tabs at the left end of the transfer roller.

Figure 8: Transfer roller tab (left side)

Use the needle-nose pliers in the same manner to release the other end.

Lift the transfer roller out of the printer.

NOTE: The left end of the transfer roller has a spring attached. At the right end of the right end of the roller, the spring is attached to the printer rather than to the roller. As a result, the spring at the right end remains in the printer.

Reseat the transfer roller in the printer.

NOTE: Be sure to verify that the spring is still attached to the transfer roller clip and that there is space between the gear and the clip on the left end of the transfer roller when inserting back into the printer.

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