Bypass tray won't recognize loaded custom paper

[transuea]

Xerox Workcenter 7970 printer won't recognize that I've loaded custom size paper in the bypass tray even though I've specified the dimensions in the control center. The job status says "resources required" and then tells me to load the paper. But the paper is already loaded. I'm trying to print on a 4.5" x 11" document (green Scantron). I also have the document settings set up in Word to the corrent paper size. Printing from a Macbook Pro. Any thoughts?

[Joe Arseneau]

Got a screenshot of the error on the device? If it is asking for what is currently in the tray, it is almost always because of Stock type/color being wrong, or the wrong orientation, and the little warning screen actual shows which way it wants the page loaded.

[transuea]

Shown below is the way I've loaded the paper and the job status messages and job details. I set up in the control panel the dimensions, paper weight, and color (I just chose green because that seemed the closest color to scantron, although white paper color didn't make any difference.)

[Joe Arseneau]

MS Word is the problem, it is over riding the driver and specifying for 8.5*11 instead of the custom size (I'm assuming you did set the size and tray in the Xerox driver here).

[transuea]

I am on a Mac, if that makes a difference. I had set the document size to the correct specifications and even that didn't work. 

[Joe Arseneau]

Somewhere in your job it is requesting portrait 8.5*11, you need to find it to resolve the issue, the Document Size (Apple) and the paper size (Xerox Features > Paper / Output) or somewhere in the Application itself.

[transuea]

I'm not sure what to do. I've set up the document size on both the printer and the computer. When i click print, it says "resources not available" and it won't recognize that there is paper in the tray. 

[transuea]

[Serena]

Our xerox printers are giving the same error message. I added paper to bypass tray 5 but still can’t get anything to print. I work for a company that uses xerox machines in our stores across the nation. When I called out IT department they informed me that they have been trying to resolve this issue but are having difficulty. They have tried several different things in an attempt to fix the problem, all of which were “resolutions” posted in this forum by Joe. None of them have worked. Our IT department had a xerox technician out to fix this issue however the technician told them he was unable to resolve the problem. How is it that xerox distributed equipment that they cannot fix??

[Joe Arseneau]

Please PM me the log number associated with your/your IT dept's call(s) to Xerox when you/they spoke to 2nd level support.

If you can't print to tray 5, and tray 5 isn't actually broken (Works as a copier) then they would have escalated the issue to 2nd level support (Not an onsite tech).