Washroom Dispenser Service and Parts Manual
Tork Matic Hand Towel Roll Dispenser, H1 System, Elevation Design
5510202; 5510282
Revision Date: 3-13-18
9
of
16
Essity Internal
Troubleshooting
Problem: Paper is not visible.
Ensure paper is properly loaded. Arrows are embossed on the cassette cover to show where
paper should be loaded. Place paper between rollers. Push bar to feed through mechanism.
Check for paper jam. Open cassette cover (place fingers on both sides of cassette, locating
raised tabs, pull cover towards you and down). Clear any paper from path.
Problem: Sheet is not fully cutting or very little sheet showing.
This problem can occur in older dispensers or ones that see high traffic. Open the dispenser
and check the following components:
1. The large spring for the cylinder
2. The small spring on the paper break arm
If either of these is broken, replacement parts may be ordered. Follow replacement instructions
found earlier in this manual.
Problem: Other Broken Parts; Dispenser Does Not Work
The cassette/mechanism for the dispenser can be replaced. Complete a Quality Complaint
Form and submit to the Essity Quality Coordinator. A replacement cassette will be shipped to
the location of your choice.
NOTE: Our policy requires that the defective cassette be returned to the Essity SEC in Neenah
WI for evaluation. The Quality Coordinator will provide return details. Original packaging from
replacement cassette should be retained and used for product return.
Contacting Essity
To contact the Essity Quality Coordinator, dial 1-866-722-6659 and press 6. If asked for the date code
on the dispenser, see instructions below.
Product Date Code Location: The product date code can be found on the bottom of the TorkSelect label
located on the inside, back of the dispenser. The product molding date can be found in the dated clocks
engraved into the backplate of the dispenser. The product assembly date is also stamped on the outside
of the dispenser carton.