If your copier says it is out of paper even though the tray is full, the machine may not be detecting the paper correctly. This can happen because of paper placement, tray settings, paper guides, sensor issues, or a tray that is not seated properly.
In many cases, you can correct the issue by checking the tray and paper settings before placing a service call.
Check That the Tray Is Fully Closed
Start by opening the paper tray and closing it again firmly.
A tray that is slightly open or not seated correctly may prevent the copier from detecting the paper. Check for any obstructions inside the tray that might be preventing it from closing properly. Push the tray in until it clicks or feels fully closed.
After closing the tray, wait a few seconds for the copier to refresh the paper status.
Check the Paper Guides
Paper guides help the copier detect the paper size and feed the sheets correctly.
Open the tray and make sure the guides are snug against the paper stack. They should touch the paper lightly without bending or squeezing it.
If the guides are too loose, the machine may think the wrong paper size is loaded. If they are too tight, the paper may not lift or feed properly.
Check the Paper Size
Make sure the paper loaded in the tray matches the tray setting on the copier.
For example, if the tray is set for legal-size paper but letter-size paper is loaded, the copier may show an error or jam.
Check for common mismatches such as:
- Letter vs legal
- Letter vs statement
- 8.5 x 11 vs A4
- Plain paper vs cardstock
- Letterhead loaded in the wrong tray
- Mixed paper sizes in one tray
Some copiers automatically detect paper size based on the tray guides. Others require the size to be selected from the control panel.
Reload the Paper Stack
Remove the paper from the tray and reload it neatly.
Before placing the paper back in the tray:
- Remove the stack.
- Fan the paper lightly.
- Tap the stack on a flat surface to align the edges.
- Check for bent, curled, torn, or damp sheets.
- Reload the stack evenly.
- Confirm the paper is under any tray limit marks.
Do not overfill the tray. Too much paper can keep the tray from lifting properly and may cause the copier to report a paper problem.
Check for Damaged or Damp Paper
Paper condition matters more than most people want to admit. Damp, damaged or curled paper will cause problems.
Remove any paper that is:
- Curled
- Damp
- Wrinkled
- Torn
- Folded
- Stuck together
- Mixed with different paper types
- Stored in a humid area
Damp or curled paper may not feed correctly, even if the tray looks full. Make sure to store your extra paper in a dry, cool location to avoid humidity related issues.
Make Sure the Paper Lift Plate Is Working
Many copier trays use a lift plate to raise the paper so the machine can feed it. If the stack is loaded incorrectly, overfilled, or the tray is not seated, the lift mechanism may not work properly.
After closing the tray, listen for the tray lifting or the machine adjusting. If the tray does not lift, or if the copier continues saying there is no paper, service may be needed.
Check the Bypass Tray
If the print job is trying to pull from the bypass tray instead of the main paper tray, the copier may say paper is missing even though the main tray is full.
Check the print settings on your computer or the copier screen to see which tray the job is requesting.
This often happens when printing:
- Envelopes
- Labels
- Cardstock
- Letterhead
- Legal-size documents
- Documents with special paper settings
Cancel the job if needed, then resend it using the correct tray and paper size.
Check the Print Job Settings
Sometimes the copier is not asking for “paper” in general. It is asking for a very specific size or type of paper.
For example, the tray may be full of plain letter paper, but the print job is requesting:
- Legal paper
- A4 paper
- Cardstock
- Labels
- Letterhead
- Colored paper
- A specific tray
Open the print settings on your computer and confirm the selected paper size, paper type, and paper source.
Restart the Copier
If the tray and paper look correct but the message remains, restart the copier.
To restart:
- Turn the copier off using the power button.
- Wait at least 30 seconds.
- Turn it back on.
- Let the machine fully restart.
- Check whether the paper message clears.
Avoid unplugging the copier unless instructed by MCC or your IT team.
When to Request Service
Request service from MCC if:
- The copier still says it is out of paper after checking the tray
- The tray will not close properly
- The tray does not lift or feed paper
- Paper size is not detected correctly
- The same tray repeatedly causes problems
- The copier jams when trying to feed paper
- The message appears after the copier was moved
- The tray, guides, or internal parts appear damaged
- You are not sure what the copier is asking for
The easiest way to request service is by scanning the MCC Express Passport on the copier and choosing Request Service. The form will automatically include your account and equipment details.
What to Include in Your Service Request
When requesting service, include:
- Business name
- Contact name
- Phone number
- Copier model
- Serial number
- Equipment location
- Tray number showing the issue
- Paper size and type loaded
- Message shown on the copier screen
- Whether the issue happens with one tray or multiple trays
- Whether the issue happens for one user or everyone
- Photos of the screen or tray, if helpful