Sony UP-DR150 Paper End Error

I recently helped a customer avert disaster at a corporate event. He arrived at the event, set up his Sony UP-DR150, loaded it with a new ribbon and roll of paper and thought he was ready to go. However, his UP-DR150 gave him a "Paper End" message and refused to print, even though it was loaded with a new roll of paper. I have detailed here two possible causes and solutions to this error. Possible Cause 1 When loading the Sony UP-DR150 with media, the paper will rewind onto the paper holder. Troubleshoot by making certain that the paper holder is locked in place and that it easily moves within the paper cartridge. Any friction within the carriage may cause the paper to become stuck or impede the feeding of paper. See Diagram 1 If the paper holder will not stay in the locked position, the paper holder's locking mechanism may be broken. See Diagram 2. The solution is to replace the paper holder. Possible Cause 2 There may be a bent stopper tab for the paper guide assembly. These tabs are located inside the main chassis behind the "Movable Guide" (see Diagram 3). How did this happen? Transporting the printer is the usual culprit. If the movable guide is not cradled by the stopper tabs, then paper will fail to reach the paper detection sensor, and rewind onto the spool. The solution to this problem is to bend the stopping tabs into the proper 90 degree position. These tabs are located on the left and right side panels. Remove the right and left side panels to view these tabs. See diagrams below. Remove the rear panel to access the tabs. You can now carefully bend the tabs back into their proper 90 degree position. If you have any questions about this procedure please don't hesitate to give us a call or send me an email. Thanks, Russell