If during printing, the paper (8 1/2 x 11, plain, white), runs out of either the high capacity try (6) or try 3 and someone reloads it, all jobs in the print queue on the printer get held up saying resource needed - 8 1/2 x 11, plain, white paper.
This is not a sensitive paper guide issue. When paper is loaded into these trays the printer recognizes the paper as 8 1/2 x 11, plain-white and prompts to confirm. Users can now print new jobs to the printer sending page size 8 ½ x 11 (plain white) after reloading the paper but the old print jobs are stuck in the queue on the printer requesting this resource. We have to delete these old jobs because they will not print.
Rebooting the printer and unplugging it does not help. Doing the resets (software network) does not fix the problem. The print jobs can be anything from Office documents, images from Photoshop etc. They are not strictly PDFs which we know can cause issues. This seems more like a firmware problem. Anyone run into this?
Thank you for using the Support Forum. Please take a look at the solutions for job stuck in queue. Make sure that you are powering off with both power switches. Also please make sure that you are using the current firmware for the machine. If the problem does not resolve please consider contacting your support centre for further assistance.
None of the solutions for stuck jobs work. Even unplugging the printer for 5 minutes will not release the jobs stuck in queue. 2nd level support has never seen problem before. A tech came out and said the users were not selecting autotray when. He deleted the stuck jobs before I could look at them. I don't believe that was the problem. All the trays were filled with the proper paper, in the proper orientation, proper size and type. New print jobs from the same users go through. The printer just will not release jobs that are stuck in queue. Back to level 2 support.