New Ricoh C7500 - Error with Paper Weight 9 (360-470 gsm)

[CMYKoob]

We recently got a Ricoh C7500 that replaced an 8 year old C7100. So far most things are good except we are getting an error when trying to print on the heaviest paper weight setting (360-470 gsm). I have tried using both catalog media and manual settings but get an error message "Invalid paper weight was specified. Press <Reset> to cancel the job."

Has anyone else had this issue? Before I place a service call I thought I would see if others experienced this limitation.

 

[pippip]

Are you duplexing? Is it speced to duplex that weight?

 

[CMYKoob]

Are you duplexing? Is it speced to duplex that weight?

I'm getting the error even with 1-sided prints.

 

[pippip]

presume it's the same error for all feed trays and output trays?

 

[CMYKoob]

presume it's the same error for all feed trays and output trays?

Yes, have tried both large vacuum trays. Only have 1 output tray as we have a Plockmatic docked which limits the lower tray.