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false substrate jam error

#1 lance.lund a year ago

Hi i have a 560 and have started to get false substrate jam error over and over when there is no jam. Prints will run fine until 2/3 of the roll is gone and then it will error out. Any idea of what to do to fix this would be appreciated.

#2 kelvin.ng5186 a year ago

#1 hi, can you provide the error code? you also can try clean and lubricate the carriage rod and clean the encoder strip.

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#3 lance.lund a year ago

kelvin, thank you I will try that. the error code is 81.1:01

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#4 HP-Sonia a year ago

This is more related to the substrate path. As it's not a permanent error we cannot diagnose the root cause since a Support tech verifies the scenario. We can recommend keeping all the scan-axis free of dust/rests of paper.

I hope this information helps

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#5 kyle7180 6 months ago

Our printer is now giving us this issue as well. It started doing it after about 3' then the last 3 times its been giving me the "jam error" in increasingly shorter increments...

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#6 kelvin.ng5186 6 months ago

#1 Hi, you can try clean and lubricate the carriage rod, and also clean the encoder strip.if the error still then you should log a case to HP or the reseller.

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#7 kyle7180 6 months ago

Thanks, I have already done both (after reading this thread). I'm going to try one thing now to see if there was some sort of glitch and that's restarting with the window open to release the pinch rollers, because I noticed that when I would lift the window they would not release (like I believe they are suppsed to).
If that doesn't fix the issue then I will be giving HP a call...hopefully they can still help during this time... and if it does fix the problem I will post on here to hopefully help any one else with this issue.

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#8 kyle7180 6 months ago

I believe I found the issue in regards to our printer.

We only started to notice this when printing banners and near the last 20-30' of the roll. In our situation it appears that the media profile had the "Input Tension" maxed out so that near the end of the roll it was so light and close to the core it gave the appearance that it pulled/got stuck on the core (like where its taped/glued on).

Once I dropped the Input Tension it has not had any problems finishing this print.

So for any one who is having this issue (especially on one substrate or near the end of rolls) double check that the Input Tension is not abnormally high.

Hope this helps

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The opinions expressed above are the personal opinions of the authors, not of HP.

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