How to resolve tape feeding and jamming issues on the DM800, DM900, and more

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Products affected: DM800™, DM900™, DM1000™, and DM1100™

Issue

Tape is not feeding out of the machine and jamming inside. 

Cause

Potential causes of tape feeding issues:
  1. The tape may be installed upside down
  2. The tape pieces or paper slivers are blocking the tape path 
  3. The tape moistening brush is not adjusted correctly 
  4. The leading edge of the tape is bent or folded under 
  5. If using the moistener, ensure that there is enough EZ Seal so that the brush is wet
  6. The Wet/ Dry lever is not in the correct position for the tape type (pressure-sensitive or gummed).  If the customer wants the tape to be dry the lever will be down...wet is up
  7. Correct tape is being used
    • 627-8 or 627-2C (DM800, DM900, DM1000, or DM1100)
  8. ​Leading edge of tape does not have adhesive exposed, rolled or folded. (627-8)
  9. Tape roll is near empty, pink strip appears.  Install a new roll if this appears.
  10. Tape roll is empty.  Install a new roll.

Resolution

  1. At the tape exit, ensure that their are no obstructions visible
  2. Remove the tape brush and ensure that it is clean
    • Tilt out the brush holder with one hand and hold
User-added image
  1. Pull out the brush and run under water.  Do not use any cleaning agents.  While rinsing, gently run finger across bristles to help free-up any dried glue or paper dust. 
  2. Sometimes the brush is sticking out of its holder too far, which causes the tape to crash into the side of the brush and jam.  Sometimes the brush is not sticking out of its holder far enough, which prevents the tape from getting moist.
  3. Reinstall the brush and holder into the machine
Note:  Ensure that the angled edge of the tape is facing the machine, otherwise the tape won't be able to feed over the brush
  1. Open the top cover.  Locate the blue lever where the tape feeds into the machine.  Move the lever to the left to raise the tape entry rollers up and pull the tape to the left out of the machine.
  2. Perform a test pattern

If your issue is not resolved, contact customer support from 8 am to 8 pm Eastern Time. Have your model number ready.

UPDATED: July 20, 2015