A malfunctioning paper towel dispenser isn’t just inconvenient; it disrupts hygiene standards, slows down workflows, and leads to unnecessary frustration for staff and visitors alike. 

This troubleshooting guide walks you through the most common paper towel dispenser issues and how to fix them. From unlocking the unit and refilling it properly, to adjusting output settings and changing batteries in automatic models, each section offers practical steps to help you avoid downtime and keep things running smoothly. You’ll also find tips on choosing the right dispenser for your space, because reliable performance starts with selecting the right equipment.

How to Open a Paper Towel Dispenser

Opening a paper towel dispenser is the first step to nearly every maintenance task, from refilling to troubleshooting. While it might seem simple, different models use different access methods, and forcing a unit open can lead to damaged components or voided warranties. Knowing the correct approach saves time and keeps your equipment in working order.

Types of Opening Mechanisms

Most commercial dispensers fall into one of the following categories:

Key-locked models: These are common in high-traffic and public spaces to prevent tampering. The lock is usually located on the top or front of the unit and is opened with a manufacturer-specific plastic or metal key.

Push-button latches: Typically found in smaller or private-use settings, these allow quick access without a key.

Hidden or magnetic locks: Some high-end dispensers feature hidden lock designs for a clean aesthetic and added security.

General Tips for Opening 

If you’re unsure how to open your dispenser, start by identifying the brand and model number, usually found stamped inside the unit or printed near the base. When possible, refer to the manufacturer’s manual or installation guide for instructions on accessing the interior.

Once you’ve identified the opening mechanism, gently release or unlock the cover. Always lift or pull the front panel slowly to avoid stressing hinges or internal components. With automatic models, be mindful of any wiring connected to the sensor or battery housing, and avoid letting the cover drop open abruptly.

If the unit resists opening, don’t force it. Confirm you're using the correct key or release method. Berl’s Commercial Supply stocks replacement keys for the major manufacturers like Bradley, ASI and Bobrick. These keys are usually universal, so not only do they fit the paper towel dispensers, but they will also fit the toilet paper and sometimes the soap dispenser locks made by the same manufacturer.  We also provide replacement lock and key sets, so if the lock itself is damaged or jammed, we can offer you a part to replace it.  

How to Refill a Paper Towel Dispenser

Refilling a paper towel dispenser should be quick and straightforward, but when it’s done incorrectly, it can lead to jams, waste, or a dispenser that simply won’t dispense. Different models require different loading techniques, and understanding the type of dispenser you’re working with is key to avoiding problems.

Step-by-Step: Refilling Common Dispenser Types

Roll Towel Dispensers (Manual or Automatic):

-Open the dispenser using the appropriate key or latch mechanism.

-Remove any remaining paper if it’s jammed, torn, or nearly empty.

-Insert the new roll so that the paper feeds from underneath and unrolls toward the front of the unit. Check the feed direction indicated inside the housing.

-Thread the paper through the feed slots or guides, following the manufacturer’s diagram (often printed inside the cover).

-Advance the paper manually or use the dispensing lever/test button to make sure it catches.

-Close the cover securely until it latches.

Center-Pull Dispensers:

-Open the unit and remove the empty core.

-Place the new roll inside with the paper feeding from the center.

-Find the starter sheet (typically marked) and pull it through the dispensing nozzle.

-Ensure smooth feed before closing the unit.

Multifold/C-Fold Towel Dispensers:

-Open the front panel or top-loading lid.

-Stack folded towels neatly into the tray, ensuring they face the correct direction for one-at-a-time dispensing.

-Avoid overfilling; overcrowding can lead to tearing or multiple towels dispensing at once.

-Close the unit and test for smooth pull.

Refill Tips

-Always check for compatibility between the dispenser and the towel type (roll size, fold type, or core dimensions).

-Don’t force the roll or towels into place - proper alignment prevents jamming.

-Refill before the unit is completely empty to avoid dispenser downtime in high-traffic areas.

Berl’s specializes in paper towel dispensers.  We do not provide the towels themselves.

How Do Automatic Paper Towel Dispensers Work?

Automatic paper towel dispensers are designed to reduce contact, control usage, and improve hygiene in busy facilities. Unlike manual dispensers that rely on levers or pulling mechanisms, these units use motion-sensing technology to dispense paper when a hand passes in front of the sensor.

Core Components and Operation

At the heart of an automatic dispenser is an infrared (IR) sensor. This sensor detects motion within a specific range, typically a few inches from the unit’s front. When movement is detected, the sensor sends a signal to a small motorized feed system, which advances and cuts a predetermined length of paper.

Most units are powered by batteries, though some high-capacity models offer optional AC adapters. A built-in control board governs how much paper is dispensed per activation and how quickly it resets for the next user.

Common Features and Adjustments

Sheet length control: Many models allow you to adjust the paper length to reduce waste or meet facility preferences.

Delay timing: Some dispensers include a delay between activations to prevent overuse.

Sensor sensitivity: If the dispenser activates too easily or not at all, check if your model allows for sensitivity adjustments.

Manual override: In case of power loss, many automatic dispensers include a manual feed option or lever to maintain usability.

How to Change Batteries in a Paper Towel Dispenser

Battery-powered dispensers offer the convenience of touchless operation without the need for hardwiring, but like any battery-driven system, they require periodic replacement to stay functional. When the paper stops dispensing or response time slows, weak or dead batteries are often the cause.

Step-by-Step Battery Replacement

1.Open the dispenser using the appropriate key or latch. For most models, the battery compartment is located inside the housing, often behind the paper roll or mounted along the interior side wall.

2.Remove the old batteries carefully. If there’s any corrosion or residue on the contacts, wipe it away with a clean, dry cloth or a cotton swab lightly moistened with rubbing alcohol.

3.Insert new batteries following the polarity diagram (+/-). Most commercial units use either C-cell, D-cell, or AA alkaline batteries.

4.Test the dispenser before closing. Wave your hand in front of the sensor or press the test button (if available) to confirm proper function.

5.Secure the cover and dispose of the old batteries according to your facility’s battery recycling policy.

Pro Tips

-Always use fresh, name-brand alkaline batteries; mixing old and new batteries can shorten lifespan and damage components.

-Check your inventory: Some dispensers require a specific number or type of batteries that may differ from other models in the building.

-For high-traffic areas, consider setting a preventive maintenance schedule for battery checks and replacements to avoid unplanned outages.

How to Adjust Paper Towel Dispenser Length

Controlling how much paper a dispenser releases per use is a practical way to reduce waste, manage costs, and maintain a clean, consistent experience in restrooms and break areas. Most commercial dispensers include built-in settings that allow for easy adjustments to sheet length, depending on the model.

Why Adjusting Sheet Length Matters

Adjusting the sheet length helps facilities reduce overuse in high-traffic areas, extend the time between refills, and create a better user experience. Longer sheets may be helpful in healthcare or food prep areas where thorough drying is essential, while shorter sheets work well in offices or general-use restrooms where usage volume is high and efficiency matters.

Adjustment Methods by Dispenser Type

In automatic dispensers, sheet length is usually controlled by a dial or digital setting located inside the unit. Once the dispenser is unlocked and opened, you’ll typically find a small switch or control dial near the battery compartment or motor. These settings often allow you to choose from standard lengths like 8, 10, or 12 inches. Make your selection, trigger the sensor to confirm the adjustment, and close the unit securely.

Manual roll dispensers may use mechanical gear or tension systems to influence how much paper is dispensed with each pull. Adjustment points vary by manufacturer, so it’s best to refer to the model’s user manual or contact your supplier for detailed guidance. Some models may not have adjustable lengths but can be managed by training staff on proper use to prevent over-pulling.

Folded towel dispensers generally don’t allow for sheet length adjustment, since the size is determined by the towel type itself. However, you can influence performance by switching to a more efficient product style. For example, multifold towels often dispense more cleanly and consistently than C-fold, reducing excess use and improving hygiene.

Tips for Optimal Settings

Start with a mid-range setting, such as 10 inches, and observe how well it meets user needs. If you’re seeing excessive use or frequent refills, try reducing the length incrementally. In environments with stricter hygiene requirements, a longer sheet may reduce the number of pulls needed for proper drying. Make length adjustments part of your preventive maintenance checks to ensure consistent output across all dispensers in your facility.

How to Choose the Right Paper Towel Dispenser

Selecting the right paper towel dispenser is about more than aesthetics; it directly affects usability, maintenance efficiency, and hygiene standards across your facility. Whether outfitting a new building or upgrading outdated fixtures, choosing a dispenser that fits your environment and workflow makes a measurable difference.

Match the Dispenser to the Traffic Level

High-traffic restrooms and break areas benefit from high-capacity roll towel dispensers that minimize refill frequency and handle frequent use without jamming. In lower-traffic spaces, compact multifold or center-pull dispensers may be more appropriate, offering a balance of cost-efficiency and user convenience.

Consider Manual vs. Automatic Operation

Manual dispensers are simple, cost-effective, and require no batteries or power source. They’re a solid choice in low-maintenance environments or when budget is a concern. Automatic dispensers, on the other hand, promote better hygiene by reducing touchpoints and offer more controlled paper usage. They’re especially valuable in healthcare, foodservice, and educational settings, where cross-contamination is a concern.

Ensure Compatibility with Your Paper Supply

Not all dispensers fit all paper types. Consider the format your facility already uses - roll towels, C-fold, multifold, or center-pull - and make sure the dispenser is designed for that product. Double-check roll width, core size, and towel dimensions before ordering to avoid supply mismatches.

Think About Maintenance and Durability

Look for models that are easy to open, reload, and maintain. Features like universal keys, transparent windows for paper visibility, and durable ABS plastic construction all contribute to smoother daily upkeep. In public or high-risk environments, tamper-resistant or vandal-resistant designs can reduce damage and service calls.

Choosing the right dispenser is an investment in operational efficiency. Berl’s Commercial Supply offers a wide selection of dispensers designed to meet the needs of commercial, industrial, and institutional facilities. Our team can help you evaluate the best fit for your space, volume, and paper program.

Common Paper Towel Dispenser Problems and Fixes

Even the most reliable dispensers can run into issues, especially in high-use environments. Knowing how to quickly diagnose and resolve common problems can help minimize downtime and avoid unnecessary equipment replacements. Most issues can be traced to a few familiar causes: improper loading, battery failure, sensor blockage, or worn-out components.

Dispenser Won’t Dispense Paper

If a manual dispenser isn’t releasing paper, start by opening the unit and checking the roll. It may be misaligned or stuck. For center-pull or folded towel dispensers, make sure the towels are feeding correctly through the opening. In roll dispensers, verify that the feed slot isn’t blocked and that the paper is threaded according to the diagram.

For automatic dispensers, check whether the sensor activates when you wave your hand in front of it. If not, the issue could be a dead battery, sensor obstruction, or internal motor failure. Replace the batteries first, then clean the sensor window with a soft, dry cloth. If the unit still doesn’t respond, a factory reset or part replacement may be needed, depending on the model.

Paper Gets Stuck or Tears

Jamming is usually the result of overfilling, feeding the paper in the wrong direction, or using incompatible paper stock. Open the unit and clear out any torn or bunched paper. Double-check that the roll is inserted in the correct orientation, and ensure that it spins freely. In folded towel dispensers, avoid cramming too many towels in at once, as this can cause them to bunch or jam at the opening.

Excessive or No Paper Output

Automatic dispensers that dispense too much paper per activation might be set to a longer sheet length than needed. Adjust the internal length control dial to a shorter setting and test the output. If the dispenser isn’t dispensing any paper at all, ensure the roll isn’t empty, and verify that the battery and sensor are working properly.

Dispenser Cover Won’t Close or Lock

This is often caused by misaligned components or a loose roll preventing the door from shutting fully. Remove the roll, reseat it properly, and check for any blockages near the latch or hinge. If the key mechanism isn’t working, inspect the lock for wear or damage, and request a replacement key or part as needed.

Quick, routine checks and keeping the right supplies on hand can prevent most of these issues before they disrupt service. For replacement parts, keys, or compatible refills, Berl’s Commercial Supply is here to help.

Preventive Maintenance Tips

-Inspect regularly for proper paper loading, smooth feed, and worn components.

-Replace batteries before they die, especially in high-traffic areas (every 6–12 months).

-Clean sensor lenses and exterior surfaces with a soft cloth to maintain responsiveness.

-Check moving parts on manual units for stiffness or buildup; wipe down as needed.

-Use compatible refills to prevent jams and reduce wear on internal parts.

-Keep spare keys, batteries, and parts easily accessible to maintenance staff.

Conclusion

A well-maintained paper towel dispenser keeps facilities running efficiently, supports hygiene standards, and reduces unnecessary service calls. Whether you're dealing with a jammed roll, a sensor that won't respond, or simply need to adjust sheet length, knowing how to troubleshoot the basics saves time and keeps users satisfied.

Need help choosing the right dispenser or stocking compatible refills? Berl’s Commercial Supply is here to support your facility with reliable solutions and expert product guidance.