AcuLaser C1100, CX11N & CX21N - Paper jams and paper handling in Windows

RELATES TO:

  • The printer displays a jam error message, but there is no paper stuck
  • You have cleared a paper jam but the error message remains
  • Error messages "Jam C", "Jam E", "Jam F", "Jam MP", "Jam LC", "Jam G", "ADF Jam"
  • The paper keeps jamming
  • The printer is not picking up the paper
  • These models: Aculaser C1100, CX11N, CX21N and all variants
  • Windows Vista

EXPLANATION:

Good paper handling practices will avoid most paper feed issues. This article addresses common causes of problems, as well as providing advice on resolving specific issues.

SOLUTION:

  1. Supported paper types



    1. All paper, including labels, must be suitable for a laser printer or plain paper copier. All sheets of paper must also be properly separated, non-perforated and free of tears and staples or other foreign objects. Carbon, thermal or pressure-sensitive paper is NOT suitable.

    2. Inkjet paper, especially photographic or glossy media, is not formulated to withstand the heat of a hot fuser unit and can jam or even melt inside the printer.

    3. Recycled paper should only be used under normal temperature and humidity conditions. Poor quality paper may reduce print quality, or cause paper jams and other problems.

    4. Letterheaded paper: the paper and ink used in letterheads must be compatible with laser printers. Ensure that you load the paper in an appropriate paper tray and use the correct print setting (see 'Using the Right Settings').

    5. Epson laser paper is recommended to maximise the reliability and print performance of your printer. We manufacture general purpose, coated and transparent laser media. See the Epson UK Store website for a full listing of available paper (or for Europe, see Epson Store).

    6. Paper must be within specification. Using media outside specification may cause print quality issues and/or damage to your printer.

        These are the supported paper types and weights for standard media types, rated in g/m2. The weight should be noted on your paper's packaging. If unsure, check with your supplier:

         

         

         

        Paper Type Weight Range Load Paper In
        Plain paper  64 to 80 g/m2  Any paper tray
         Semi-thick  81 to 105 g/m2 Any paper tray if Epson media, otherwise MP Tray
         Thick  106 to 163 g/m2  MP Tray Only
         Extra thick  164 to 210 g/m2  MP Tray Only
         Coated  105 to 210 g/m2  MP Tray Only

        Notes Icon Note:

        The Automatic Document Feeder (ADF), present on the Aculaser CX11NF and CX21N/F models, is only designed for paper between 50 - 124 g/m2 in weight. Use plain paper, EPSON Color Laser paper, or recycled paper only.


    7. Envelopes

      • Envelopes must not have plastic windows as these are liable to melt inside the printer. They should also not contain glue or adhesive tape.

      • Supported envelope sizes are IB5, C6, MON, C10, DL and C5. All envelopes must be loaded printable side up in the MP tray:

        Figure 1. How to load envelopes (Aculaser C1100 pictured).

        C1100 - Loading envelopes


      • Envelopes may wrinkle as they pass through the printer. This is dependent on the quality of the paper, the printing environment and other factors. We recommend making a trial print run prior to embarking on a large print job.

    8. Labels

        Labels must be loaded in the MP tray only and may need to be fed one sheet at a time, or loaded manually.


      • To prevent the label adhesive coming into contact with printer parts always use labels that completely cover the backing sheet, so that there are no gaps between the individual labels.

      • Press a sheet of normal paper on top of each sheet of labels. If the paper sticks, do not use those labels in the printer as they will be liable to peel off inside it.

      • It is important to use a Label or Thick setting to further reduce the risk of labels peeling off inside the printer (see 'Using the Right Settings').

      • Labels may wrinkle as they pass through the printer. This is dependent on the quality of the paper, the printing environment and other factors.

        We recommend making a trial print run prior to embarking on a large print job.

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  2. Using the right settings



    Using unsuitable paper settings may cause jams in your printer and, over time, damage it due to excess wear on the paper mechanisms. This is a common cause of paper feed issues.

    1. Establish the correct paper type and paper tray for the paper you are using, according to the following table:

      Paper Type Weight Range Load Paper In
      Plain paper  64 to 80 g/m2  Any paper tray
       Semi-thick  81 to 105 g/m2 Any paper tray if Epson media, otherwise MP Tray
       Thick  106 to 163 g/m2  MP Tray Only
       Extra thick  164 to 210 g/m2  MP Tray Only
       Coated  105 to 210 g/m2  MP Tray Only

      The weight should be noted on your paper's packaging. If unsure, check with your supplier.


    2. If you have an optional 500 sheet lower paper cassette installed, ensure that you load the paper in the correct paper tray.

    3. Before sending the print job, set the paper type correctly in your application settings.

      1. From within your document, click File (or the Office button Office button), then Print, and then Properties:

        File - Print - Properties


      2. Click on the Paper Type drop-down menu, then click the correct paper type:

        Selecting the Paper Type


      3. You will receive the following prompt if the paper type you selected should only be fed from the MP Tray and the Paper Source was set to Auto Selection:

        MP Tray pop-up


        Click Yes to accept this, and then OK to send your print job to the printer.

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  3. Loading paper



    1. Load paper with the printable side facing up.

    2. Always load paper short-edge first, regardless of the orientation you are using (portrait or landscape).

    3. Fan the paper before you load it to ensure that the sheets are separated.

      • Fresh reams of paper may not be separated properly, and some types of paper are susceptible to static electricity. If sheets of paper stick together then the printer may feed through too many pages at once, which is likely to damage the printer.

    4. Ensure that the paper tray paper guide is set to the correct size, and is holding the paper in place without pinching or bunching it:

      Figure 2. Adjusting the MP Tray paper guide (Aculaser C1100 pictured).

      MP Tray paper guide


    5. Do not overfill the paper tray(s).

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  4. Environment and paper storage



    • Ensure that the printer is on a flat and level surface, and leave enough space for the paper to exit fully from the printer.

    • Do not store paper in a humid or damp environment.

      Notes Icon Note:

      Using paper that has become moist, wavy or is curling is likely to cause print quality and paper feed issues, or damage the printer. Use fresh paper instead.


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  5. Paper jams, and paper jam errors



    1. See your product's Paper Jam Guide in the first instance for step-by-step diagrams demonstrating how to clear jams in each section.

    2. Error messages: if an error message remains after clearing a jam and closing the covers, then power the printer off and on again.

      • If the error has now cleared, try printing again. You can also test the printer by printing a Status Sheet: for instructions click here for the AcuLaser C1100, or here for the AcuLaser CX11N/CX21N.

      • If the error does not clear, either there is still an obstruction or there is a problem with the printer.

    3. "Jam MP E" error message: see below for specific points to check, if you keep receiving this error.

        A bad paper jam, for instance where too much paper has been fed through at once, may cause parts to become misaligned or damaged.


      1. Open the MP Tray and remove all the loaded paper.

      2. Referring to Figure 3 below, check the position of the main paper pickup roller (1). Note the angle of the semi-circular white plastic guides (2) to either side of the central roller:

        Figure 3. Normal positions of the MP Tray pickup roller.

        Paper pickup roller


        If your rollers are in a different position, you can try to rotate them. Push on the central roller or outer sections to rotate them in a clockwise direction:

        Figure 4. Rotating the pickup roller.

        Adjusting the pickup roller


      3. Open Cover E:

        • Check thoroughly for any foreign objects, paper fragments or evidence of damaged parts.

        • Check the black plastic flap at the base of the section (marked '1' in Figure 5 below). It should be clipped into both sides of the printer, and you should be able to move the flap up and down:

        Figure 5. Cover E (click the image for a larger version).

        Inside Cover E


      4. Close all the covers, and power off the printer. Wait 10 seconds, then power it on again. Load a single sheet of plain paper and test the printer by attempting to print a Status Sheet: for instructions click here for the AcuLaser C1100, or here for the AcuLaser CX11N/CX21N.

      5. If the error does not clear, or the printer jams even when printing a Status Sheet, then contact Epson as the printer may require a service.

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  6. Jamming in the Automatic Document Feeder (ADF) (CX11NF and CX21N/F models only)



    1. The ADF unit is the grey paper tray located on the top of the scanner unit.  Check the following points if it does not feed paper, or you receive an "ADF jam" error message:

      Figure 6. The ADF unit.

      ADF unit


    2. Check the position of the ADF document guide:

      1. Lift up the ADF unit. Locate the document guide on the underside, as shown here:

        Figure 7. The ADF document guide is a white, flexible plastic flap.

        ADF document guide


      2. The document guide should be tucked in behind the grey plastic casing, but a paper jam can push it out of position. Figure 8 below shows the correct (1) and incorrect (2) positions:

        Figure 8. Checking the document guide.

        Positioning the document guide


      3. If your document guide looks like example (2) on the right, lift it out on the right-hand side. Tuck it in behind the grey section, so that it matches the example on the left (1).

      4. Close the scanner unit.

      5. If the printer is displaying "ADF Jam, press start to continue", press the B/W Start button to clear the error:

        B&W start button


      6. Test the printer by scanning or faxing via the ADF unit.

    3. Check the ADF edge guides:

      1. The adjustable paper tray edge guides must be set to the correct paper size for the paper you are loading. Otherwise, the paper may skew, misfeed and/or jam.

      2. Slide the edge guides to enclose the loaded paper (in the direction of the yellow arrows below), without causing it to bunch or crease. The paper should be aligned with the relevant paper size marker:

        Figure 9. The ADF edge guides.

        ADF edge guides


    4. Check the ADF unit feed rollers:

      1. Open the cover of the ADF by pulling up the grey lip, as shown below:

        Figure 10. Opening the ADF cover.

        ADF cover


      2. Check thoroughly for fragments of paper and foreign objects. Take care not to tear any jammed paper when you remove it.

      3. Use the green gear (circled in yellow below) to turn the paper feed rollers and feed through jammed paper:

        Figure 11. The ADF pickup rollers.

        ADF pickup rollers


      4. Paper dust or foreign material on the rollers may cause paper to misfeed. Clean these parts with a damp, well-wrung cloth:

        1. The upper paper pickup rollers (circled in red, above top left). You can turn these by hand.

        2. The lower paper pickup rollers. These will rotate as you turn the green gear (circled in yellow above). See the inset for a close-up of the lower rollers.

      5. When complete, close all the covers.

      6. If the printer is displaying "ADF Jam, press start to continue", press the B/W Start button to clear the error:

        B&W Start button


      7. Test the printer by scanning or faxing via the ADF unit.

    5. Check that the ADF unit sensors are not obstructed.

      1. Open the cover of the ADF unit.

      2. Look at Figure 12 below. Check the position of the black plastic parts (the actuators) circled in red.

        Figure 12. ADF sensor actuators.

        ADF sensor actuators


      3. If the black plastic actuators do not stick out from the ADF cover, they may have been pushed out of position by a paper misfeed and be obscuring the ADF sensors. Tap the back of the ADF unit firmly to release the actuators.

      4. When complete, close all the covers. Check and test the printer as explained in Step 6.d.vi.

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  7. Cleaning the MP Tray pickup roller



    1. If the paper is not being fed into the printer correctly from the MP Tray, there may be paper dust or other material on the pickup roller.

    2. Open the MP Tray, then remove the loaded paper.

    3. Gently wipe the rubber parts of the pickup roller inside the MP Tray with a wet, well-wrung cloth.

      Figure 13. The MP Tray pickup roller (Aculaser C1100 pictured).

      MP tray pickup roller


    4. Close the MP Tray, and then try printing again.

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  8. Duplex printing



    • Automatic duplexing is only available on the Aculaser C1100(N) with the optional duplex unit installed (part C12C802191). This allows you to automatically print on both sides of the page, on plain paper up to 105 gm2 in weight. However, you can duplex manually without a duplex unit.

    • You cannot automatically duplex on Thick or Extra Thick paper. For these paper types select the Thick (Back) or Extra Thick (Back) paper type setting and use the manual duplex facility.

    • You cannot duplex coated media, envelopes, labels or transparencies.

    • Attempting to duplex inappropriate media or using the wrong settings can cause print quality issues, paper jams or damage to the printer.

    • See your user guide for instructions on how to print a duplex job.

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  9. Try different paper

    If you have ongoing paper feed issues you may get better results with a different type or brand of paper. Use Epson media for best results. Always ensure that the paper you are using is within specification (see Step 1 - Supported Paper Types).


  10. What to do if the issue remains

    If you cannot resolve the issue, contact Epson for further advice.


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