Problems with your Shredder - all models
If you have a problem with a machine you have purchased please look through the FAQ's below to see if you can easily remedy the fault before contacting us. Select your Question and a drop down appears with "Possible Fault" and "Solution". Should you not find the answer to your problem here please contact your nearest Service Centre
- How do I know which shredder category to choose?
- What are the different shred styles (cut types) and what do they mean?
- What can I shred?
- Where can I obtain a copy of my product manual?
- My shredder won't start - what should I do?
- My shredder stopped unexpectedly. What do I do?
- How can I improve shredding performance?
- DO NOT exceed the stated capacity of the shredder
- How do I clear a shredder jam? (Manual Feed Shredders)
- What do I do if the shredder overheats?
- How often do I need to empty the shredder?
- Can I place a bag in the shredders waste bin to catch the shreds?
- What mainteneance does a shredder require?
- Do some shredders require special maintenance?
- How do I use the shredder's Self Clean feature? (Selected shredders only - refer to user manual)
- How do I use the shredder's SelfOil™ feature? (Selected shredders only - refer to user manual)
Problems with your Auto Feed Shredders
- How do Auto Feed shredders work?
- How do I clear a paper jam? (Auto Feed shredders only)
- Why has the shredder stopped running while there are still documents in the autofeed tray?
- There is no paper in the shredder - why is it still running?
- Why do I have to feed the paper so far into the manual feed slot before it engages with the cutting mechanism?
- Why does the shredder automatically turn on and run for a few seconds every time I reinsert the waste bin?
- How can I retreive my sensitive documents if the shredder jams after I have locked it?
- Do I need to enter the same PIN each time I use the shredder?
- How can I retrieve documents I don't want to shred after I have locked the shredder and it has started?
- What if someone tries to guess my PIN code to gain access to my documents?
Rexel shredders are placed into categories based on machine size and determined by number of users
Personal shredders meet the shredding needs of 1 person
Executive shredders are for 1 - 2 individuals
Small Office / Home Office shredders are for use by 1 - 10 people
Our Large Office shredders meet the shredding needs of 20+ individuals
Rexel offers strip-cut, cross-cut, micro-cut and higher level security shredders.
Strip-cut shredders meet low security needs (P-1 and P-2)
Cross-cut shredders meet moderate security needs (P-3 and P-4)
Micro-cut shredders meet high security needs (P-5)
Super micro-cut shredders meet extra high security needs
High security shredders meet the top level, super sensitive security needs (P-6 and P-7)
All Rexel shredders shred standard A4 size paper
Most models also shred irregular paper, small staples & small paperclips
Select Rexel shredder models also shred credit cards, CD's and DVD's either through the main paper entry or through a secondary slot
Refer to your product manual for specific listings of which items your shredder can handle and instructions on how to shred safely
For more information regarding security, visit our What to Shred page
To obtain a copy of your product manual please visit Rexel User Manuals
You can search there by product name or product code
This can be for a number of reasons:
Check that the machine is plugged in correctly
Check that the shredder is turned to the "On" or "Auto" position
Make sure that the shredder head is lined up and placed properly on the shredder bin, and that the bin is empty
The bin needs to be fully inserted and the bin door must be fully closed
It could have stopped for a number of reasons:
First make sure that the power to the shredder has not been interrupted
Is the power cord still plugged in?
Is the shredder still set to "On" or "Auto"?
Look at the shredder indicator panel - Illuminated symbols alert you to a problem - look up the sybols in your product manual for directions on what to do
Common problems include:
- paper exceeds shredder capacity
- shredder door is open
- waste bin is full
- paper has jammed
- shredder has reached maximum run time and needs to cool down
As with any machine, Rexel shredders perform best when used as instructed
Refer to your product manual and follow proper operating procedures
Be mindful of the shredder's sheet capacity, empty the waste bin regularly and complete any recommended maintenance
Emptying the waste bin regularly can also help avoid jams by preventing paper from becoming jammed in the cutters
In the rare case of a jam, refer to your product manual for specific instructions
DO NOT attempt to clear the jam by inserting your fingers or any metal object into the paper entry
Note: Many Rexel shredders are equipped with jam-free technolgy
Look for models that have a jam-free, Intelligent Jam Clearance or Auto+ features
In the unlikely event of a jam, switch the unit to the reverse position until at least 2-3 cm of the paper reverses out
Switch into the forward position to clear the paper jam
Alternating between the reverse and forward functions several times may be necessary to clear excess paper that has moved more than halfway through the cutters
Shredding fewer sheets at a time is the best way to reduce the risk of jams
Smaller Rexel shredders may overheat if used continuously for a long period of time - If this occurs, simply allow the shredder to cool
Most shredder models have a thermometer symbol on the indicator panel that will illuminate if the shredder overheats
The light will extinguish when the shredder has cooled and you can begin shredding again
This depends on how much you shred and the size of your shredder waste bin
Most Rexel shredders have either a viewing window or bin full indicator
As a general rule, empty your shredder waste bin when the shreds are higher than the middle of the viewing window
Some shredders have a separate waste bin for credit cards and CD's or DVD's
Be sure to empty both the primary and the secondary bin regularly
Yes. Rexel offers both plastic and recyclable paper bags that are specifically sized to match most of our shredder models
Browse the Shredder Accessories section to find a bag for your shredder
Required maintenance varies by shredder model
Refer to your Product Manual for detailed and maintenance recommendations and instructions
Yes. We recommend that Large Office Shredders are serviced every 6-12 months by an ACCO service engineer
Refer to your product manual or our Service Site for your local contact information
This feature helps ensure jam free shredding performance by automatically removing shreds that become caught in the cutters and reducing build -up
During self clean the shredder will run in reverse for a few seconds, stop for few seconds and then run forward for a few seconds
This will happen each time you remove and reinsert the waste bin or open and close the cabinet door
This feature helps to extend the life of your shredder and maintain peak performance by automatically lubricating the cutters
The product manual includes instructions to guide you through the initial step of SelfOil™
After which you simply need to fill the reservoir or attach a new bottle when the Oil Refill indicator is illuminated
Rexel Auto Feed shredders feature innovative Auto+ technology that allows you to insert between 60 and 750 sheets (depending on the model) and walk away
The shredder has roller that automatically feed each sheet (even if stapled or clipped (small staples or paperclips)), one at a time, through the cutters to effectively shred with no manual feeding required
In the unlikely event of a jam, the unit will stop shredding
Empty the waste bin
Attempt to clear the jam by pressing the reverse button, followed by the continuous jam boost button
Return to Auto mode to resume shredding
If the jam persists, you will need to clear it manually
Press the reverse button to return as much of the paper as paossible and then turn the shredder off using the ON-OFF switch on theh back of the machine, and unplug it
Pull the jammed papers free of the cutters
To resume shredding, set the shredder to Auto and turn it on using the switch on the back of the machine
Check the bin isn't full or if there are any doors open (the bin full and door open indicators may be lit)
Check the stack of paper for crumpled, folded or glossy sheets or unopened envelopes
Remove these and feed them through the manual slot
Also check the indicator panel
If the cool down indicator is red, simply allow the shredder to cool
Shredding will resume automatically
Finally, examine the rollers
Clean off any accumulated paper dust with a dry cloth
The auto-start infrared sensor, located in the paper feed entry slot, may occasionally become covered in paper dust
This will cause the shredder to run despite the fact that no paper is being fed into the machine
Switch the shredder off at the rear of the machine, unplug it and carefully clean the sensor using a cotton swab
Refer to the product manual for illustrated instructions
With a Auto Feed shredder, the paper needs to pass through the autofeed chamber before the papers meet the cutters
For this reason, the manual feed slot has been designed to be easy to insert paper into
After the bin has been removed and repalced, the shredder will run for a few seconds to clear any remaining paper in the cutters
Enter your PIN to unlock the door and clear the jam
After clearing the jam, you need to reload the shredder before you can relock it
No. The shredder works with a unique PIN each time, which allows you to enter a different PIN number every time you use the shredder
Re-entering you four digit PIN code stops the shredder and unlocks the paper loading door
If an incorrect PIN code is entered 5 times, the locking mechanism will not accept anymore entries
The loading door will remain locked until shredding is complete