Empty tray detected

Just started at a new clinic, the film printer has the above error however both trays are full with new film. Attempted to power cycle printer but the error persists. Can't print any film. Any help would be appreciated. Also one of the older techs stated that if the film is loaded in the wrong way, it ruins the whole batch of film even before anything is printed. Is that true? Seems like a huge design issue if that is the case. Thanks in advance. frustrated RadTech