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John
John, Computer Science Engineer
Category: Printers
Satisfied Customers: 5072
Experience:  CompTIA A+ & Microsoft Certified Professional with 15 years of experience repairing computers and printers.
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Bizhub pro 951 has paper jam and adu drawer wont unlock to

Customer Question

bizhub pro 951 has paper jam and adu drawer wont unlock to clear
JA: What's the exact make and model of your printer, and can you guesstimate how old it is?
Customer: konica minolta bizhub pro 951 - 6 years
JA: What troubleshooting have you tried?
Customer: opening the door
JA: The printer expert can solve this for you. Anything else you want him to know before I connect you two?
Customer: no
Submitted: 5 months ago.
Category: Printers
Expert:  Richard replied 5 months ago.

Thank you for your question, my name is ***** ***** I look forward to assisting you.

Please note, a rating is only needed when we are finished.

Can you please remove the power to the printer (so unplug it from the power socket).

Then wait 10 minutes, connect the power again to the printer, turn it on and tell me please if it is now operating correctly.

Let me know the results please

Customer: replied 5 months ago.
did not work
Expert:  Richard replied 5 months ago.

If you power it off, can you then open the tray?

Customer: replied 5 months ago.
no i can not
Expert:  Richard replied 5 months ago.

Ok, there is no actual locking of the tray by the machine so it will be the paper thats causing it to get stuck, but you need to try to pull it out.

How much force can you apply?

Customer: replied 5 months ago.
It is actually locked sir. too much force will damage the handle
Expert:  Richard replied 5 months ago.

I double checked and there is no specifications on a lock on the paper tray on this model

What tells you it is locked?

Customer: replied 5 months ago.
Its not the paper tray...Its the ADU drawer that is locked
Expert:  Richard replied 5 months ago.

Ok, but this does not also lock so what tells you its locked?

Customer: replied 5 months ago.
The lever (labeled M1 on this one) that wont come down and the locked and unlocked position it must be in order the close the door
Expert:  Richard replied 5 months ago.

ok, then

  1. Open the two bay doors.
  2. Pull the lever to the right to access the inner components.
  3. Check M1, M3, and M12 for paper and remove it.
Customer: replied 5 months ago.
The lever won't move sir...
Expert:  Richard replied 5 months ago.

Can you remove any of the paper trays?

Customer: replied 5 months ago.
tray 1, 2, and 3 can open and close
Expert:  Richard replied 5 months ago.

ok, open these and check where the paper is feed into the machine for anything stuck there.

Do you see anything?

Customer: replied 5 months ago.
Nothing is stuck at the paper trays sir
Customer: replied 5 months ago.
why is my card being charged 18$ instead of 5$?
Expert:  Richard replied 5 months ago.

you need to speak to customer service regarding costs, I am only an engineer here.

Let me know when you have

Customer: replied 5 months ago.
Thank you for your time then, goodbye
Expert:  Richard replied 5 months ago.

ok...

Customer: replied 5 months ago.
please close me out. nothing you've suggested has helped and i did not expect to have a pending charge of 18 bucks on top of the 5 bucks i agreed to.
Expert:  Richard replied 5 months ago.

ok..