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Lexmark MS431

Lexmark MX/MSx31, B3340, B/MB3442 and XM/M1342: Out-of Box Issue - Tray 1 Is Stuck

Affected Products:

Single-Function: MS33x, MS43x, B3340, B3442 and M1342

Multifunction: MX33x, MX43x, MB3442, MB3442i and XM1342

Issue Description:

End user is having issues pulling out Tray 1 from a newly unboxed printer.


If a customer is having trouble removing the paper tray from the printer during initial set up it is most likely due to the duplex jam door interfering with the tray guide.

To resolve this issue, refer to this Information Centerlinkfor removing a paper jam in the duplex area.

If the issue persists and the Tray is still stuck ask the end user to perform the following:

  1. Unplug the printer.

  2. Ensure all packaging materials has been removed

  3. Insert your hand behind and underneath the printer as shown below and push or lift up.

    1. You should be able to feel the ribs of the duplex jam door and hear a ‘click’. The click will indicate that the jam door has been positioned correctly. If the tray is no longer stuck and a (A) white latch and (B) black post is found in the paper tray, then the Duplex Jam door needs to be replaced. Please refer to the next section for this to be processed.

Still Need Help?

Have the following available when calling Lexmark Technical Support;

  • Printer model(s)
  • Printer serial number


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