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No Pick or 'Load Tray 1' Message Even When Tray Has Paper In It

Document ID:SO7480

Usergroup :External
07/10/14 Properties  


False error; Load tray 1; Unable to feed paper; Tray Empty; Load paper error


This document is applicable to the following Lexmark printer models:

  • Single function: MS310, MS312, MS315, MS410, & MS415 
  • Multi function: MX310 & MX410 




The printer might display a "Load Tray 1" message even if the tray has paper in it. This could happen when:

  • The printer’s pick tires are unable to pick paper from the tray. 
  • The pick arm assembly hasn’t reached its full range of motion.  



The solution for this issue may vary depending on its cause. See below the possible scenarios you might be experiencing with the printer and follow the appropriate solution presented.

  • Scenario 1: If you are getting this error with a full or very full tray (i.e., more than 50 pages), then the Pick Tires are the most likely cause. See Solution 1 to correct this issue.
  • Scenario 2: If you are getting this error with only a few pages left in the tray (i.e., the printer has picked pages for the whole tray but cannot pick the last 10-15 pages left in the tray), then the Pick Arm Assembly is the most likely cause. See Solution 2 to correct this issue.


Recommended solution

Solution 1:  Pick Tires

To resolve the issue, it is recommended to replace the printer's pick tires. To get a replacement tires, please contact Lexmark Technical Support. Click the link to read detailed procedure on How to replace the pick tires.

While waiting for the replacement pick tires to arrive, you can also try to clean the current tires by following the steps below. It has been established that cleaning the pick tires with isopropyl (rubbing) alcohol is effective at removing any contaminant that might be contributing to this problem. The subsequent steps will guide you through the entire process.


Step Action Click Image to Enlarge
1 Acquire a paper towel and isopropyl alcohol. Liberally pour alcohol onto the towel.

Figure 1a

Figure 1b

2 Remove paper tray.
Figure 2
3 Expose the pick arm (ACM) and tires by either pulling the ACM down or by pushing the tray linkage cam toward the rear of the machine.
Figure 3
4 Grasp exposed ACM to clean.
Figure 4
5 Wipe both tires on the paper towel. Hint: Turn the opposite tire to spin the tire that's on the towel. (It is not necessary to wipe them dry.)
Figure 5


Release ACM and insert paper tray. Verify the fix by placing a single sheet of paper in the tray and perform a print job.


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Solution 2:  Pick Arm Assembly

This issue can be easily fixed by pulling the ACM (lever/arm with two pick tires) downward to its maximum extension and holding it for 10-30 seconds. This issue occurs when not enough slack exists in the ACM's wiring to allow it to extend over its full range of motion.

Step Action Click Image to Enlarge
1 Power off the printer and unplug the power cord.
2 Remove the paper tray (Tray 1) and also remove Tray 2 if applicable. Set them on table.
3 Grasp the ACM and pull it down as far as it will go and hold it for 10-30 seconds (a few seconds may work fine also).


Release the ACM arm, return Tray 1 (Tray 2), and then power up the printer.


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Verify the fix by placing a single sheet of paper in the tray and perform a print job.

Note: Should issue persist even after cleaning the tires, please contact Lexmark Technical Support.


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Still need help?

If you require additional assistance, please close this window and locate  Get In Touch with Lexmark! for contact information. NOTE: When calling for support, you will need your printer model/machine type and serial number (SN). Should you need help locating these, click here.

Please be near the products described in this article to expedite the support process and reduce callbacks.


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