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I have a cannon pixma MX922 printer. It has suddenly stopped…

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I have a cannon...
I have a cannon pixma MX922 printer. It has suddenly stopped accepting 4x6 paper when loaded into the upper carriage, printer settings are set for 4x6 photo paper
Submitted: 3 years ago.Category: Printers
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Answered in 7 minutes by:
7/2/2015
Technician: Sudipto, Engineer replied 3 years ago
Sudipto
Sudipto, Engineer
Category: Printers
Satisfied Customers: 6,149
Experience: DIploma in Computer Hardware
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Hi,
Thank You!! for posting your Question.My name is ***** ***** today I will assist you to solve or identify your problem.
Do you get any error message on the printer or PC ?
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Customer reply replied 3 years ago
yes, the display screen on the printer says no paper in upper cassette, and ! caution light is on printer console, on computer display shows how to load paper, I do it over and over adjusting the paper in the cassette and still get paper out message
Technician: Sudipto, Engineer replied 3 years ago
This problem can happen, is the paper source is not selected correctly, can you check and make sure, if the paper source is correct or not ?
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Customer reply replied 3 years ago
paper source is correctly identified as upper cassette, only difference I see is when I look at picture on screen, if my bottom guide is all the way up, the top of the paper is not touching the top of the tray
Technician: Sudipto, Engineer replied 3 years ago
Can you push the paper up with your hand ?
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Customer reply replied 3 years ago
yes, but it still gives the same error message
Technician: Sudipto, Engineer replied 3 years ago
Do you have just bought these papers or you are using this same paper lot , because it seems the paper is smaller than the size mentioned.
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Customer reply replied 3 years ago
Same lot, just switched to brand new cannon, trying now, it fits the same way in the printer tray, giving me same message
Customer reply replied 3 years ago
The bottom edge is stopped from going further by a small knob in the track
Technician: Sudipto, Engineer replied 3 years ago
Can you print on normal paper ?
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Customer reply replied 3 years ago
yes, other than this problem the printer is perfect
Technician: Sudipto, Engineer replied 3 years ago
Do you have a 5X7 photo paper ?
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Customer reply replied 3 years ago
test
Technician: Sudipto, Engineer replied 3 years ago
Are you able to print on the 5X7 paper ?
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Customer reply replied 3 years ago
no
Technician: Sudipto, Engineer replied 3 years ago
So you are facing the same problem with 4X6 and 5X7 sizes ?
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Customer reply replied 3 years ago
no, I do not have 5x7
Customer reply replied 3 years ago
have you responded and I missed it
Customer reply replied 3 years ago
5X7 paper comes in full page, 2 per page and that works.
Technician: Sudipto, Engineer replied 3 years ago
Thanks for the information. As the printer is new and as you are an experienced user and using photo papers for a long time, I don't think, you are doing anything wrong. Now, this problem can only caused due to two things, one if the guide is not working properly or two, if the printer is unable to grab the paper due to some mechanical problem. As the printer is new, I will not recommend you to change or try to repair anything on it, as it will void the warranty, I can only recommend you to check for any blockage, which can block the movement of the guide or if that is not the issue then, replace the printer from the store asap.
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