Need Help Mutoh Vj 628 “No Media” Error

I have a Mutoh Vj628 printer and it is putting out in the VSM monitor status the message “No Media”. When I load the paper roll the fans come on like it recognizes the media being fed through, but when I close the rollers down and the cover it still does nothing and still reads no media. I’ve seen where it is said to clean the media sensor, but unless I’m doing something wrong I’ve wiped where I believe the sensor is although the oval shaped opening which the sensor is supposed to be located has some kind of clear cover on it unless that is the sensor. Doing this has not changed anything. Could someone please help. I may be doing something wrong or missing something. Please suggest a solution for me please. Or a video on how to clean the media sensor or some other solution. I’ve tried putting tape over the sensor opening no change. I need help please.

 

I’m using 13 inch wide roll and 17inch wide roll. I don’t use scraps. They both cover the sensor completely.

 

Originally it showed up when mr cartridges were empty. Then I replaced them but the no media status stayed and the empty cartridges went away.

 

Ok, I’ll give it a try

 

Nope still down

 

My printer is still down, No Media status. I’ve been going back and forwards with sawgrass support via email, but all I’ve done so far is clean off the sensor with a swab and a compressed air can. No change

 

I’ve done that as well. I put tape over the sensor and it still gave the message. I tightened the paper roll and even changed out sizes of paper, no change. The printer responds when anything goes over the sensor, the fans come come on like normal when paper rolls over the sensor. But when I close the rollers and close the front cover it does nothing just beeps and the status stays No Media. It doesn’t try to roll or measure the it just sits until the fans turn off.