Overview
A firmware issue has been identified that can cause a paper stack indexing issue in the High Capacity Input Tray (HCIT) with certain usage patterns. This may manifest into an increased rate of printer paper jams.
Troubleshooting
Paper incorrectly loaded into the HCIT is the most common cause of this issue. Follow the steps in the table below.
Steps | Actions |
1 | Open the HCIT door and remove all of the paper from the HCIT. |
2 | Carefully reload 50 to 100 paper sheets back into the HCIT. Important! Before loading the paper stack, make sure all its edges are straight and even. Confirm that the paper stack is pushed fully into the HCIT. |
3 | Close the HCIT door and try printing again. - If no problems occur, add more paper and test the HCIT again. If the printer and the HCIT work correctly, continue using the printer as normal. Pay close attention to it for the next few days to see whether the issue returns.
- If the jamming messages continue or return at a later date, try printing from the standard paper tray (Tray 1). If the printer works correctly from Tray 1, a firmware update may be required for the HCIT. Please contact Lexmark Technical Support for more information on how to get the option firmware file.
Important! Before contacting Lexmark Technical Support, print the Menu Settings Page to look at the option firmware version. Please check that the Tray 2/Option Code is not outdated; the Tray 2/Option Code should be 13_22-R02 or higher. Please see sample image below. |
Contacting Lexmark
Please contact Lexmark Technical Support if you need additional assistance. NOTE: When calling for support, you will be asked for your machine/model type and serial number (SN).
Please call from near the printer in case the technician on the phone asks you to perform a task involving the printer.
LEGACY ID:SO7503
- Phantom Jam in the HCIT: Device could post a paper jam (typically a 24
x
.08 where ‘x’ is the HCIT tray number) from the option tray but upon investigation, the end-user finds no jammed paper. - Some undamaged pages might be jammed in between the base printer and the option tray/HCIT. These typically produce a 241.03 error code.
- Open a browser and enter the IP address of the printer. Select Settings >Update Firmware.
- Click here for the Firmware Update Instructions
- For MarkVision Professional:
- isit http://www.markvisionprofessional.com/ to download the latest User's Guide and perform a search on Print Server updates or Generic File downloads.