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Lexmark CS820

Lexmark CS820

Improper Paper Guide Position and Tray Insertion Affects Paper Size Detection, Causes Load Messages, Printing Anomalies and Tray(x) Missing Issues

Affected Products:

Single-Function: CS820, CS827 and C6160

Multifunction: CX820, CX825, CX827, CX860, XC6152, XC6153, XC8155, XC8160 and XC8163

Issue Description:

A tray-sensing issue with three possible outcomes:

  • Incorrect image size is printed as the print job gets scaled to an incorrect paper size setting.

  • "Change Tray 1 to Plain Paper Letter", or similar, appears on the control panel.
    This message occurs regardless of the fact that the correct size paper is loaded in the tray.

  • "Tray 1 Missing" message.


The procedure below should address this issue; however, it is always important to check your application's paper size and paper type values since they can override both printer driver and physical printer settings for these values.

  1. Make sure the paper guide indicator is aligned with the paper size listed on the tray label.

  2. Slowly push the tray back into the drawer and try resuming your print job.

  3. If issue persists, verify the paper size and type on the printer by navigating to Settings > Paper > Tray Configuration > Paper Size/Type > Tray 1 (2,3,4...).

    These settings can also be viewed via the printer's EWS. Click here for an illustration.

  4. Also, verify that the auto size detection is turned on by navigating to Device > Maintenance > Configuration Menu > Tray Configuration > Size Sensing > Tray 1 Sensing > is set to On.

  5. Should the issue persist, please contact the next level of support for further diagnosis.

Explanation and Prevention:

Fast or quickly forced insertion of the tray can cause size-sensing fingers on the back of the tray to land in an improper position. This can lead to the printer not registering the tray or detecting a different paper size (i.e., A4, letter or legal) than what is loaded into the printer tray.

To prevent this from occurring, always confirm the guide's indicator position as mentioned in the steps above, and simply insert the tray less aggressively and completely into the drawer.


The printer may register an incorrect size more frequently during fast tray insertions when the tray is near empty. Hence, try to load paper trays with a fresh ream of paper whenever possible.

  • Letter Position

Still Need Help?

Have the following available when calling Lexmark Technical Support;

  • Printer model(s)

  • Printer serial number


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