Answer to your Frequently Asked Question:

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Description of Problem 100000017883

How do I clear the message "Document Jam"?

Description of Solution 200000022816

This error can occur if the document you were transmitting or copying was not inserted or fed properly or was too long.


In order to clear a DOCUMENT JAM message from the display you must first remove the jammed document.


If the document is jammed, follow the steps below.


1. Take out any paper from the ADF (automatic document feeder) that is not jammed.


2. Open the ADF cover


3. Carefully pull out the jammed document to the left.



4. Check for and remove any small pieces of paper stuck in the machine.  A small piece of paper stuck in ADF will cause a document jam.


5. Close the ADF cover.


6. Lift the document cover and pull out any jammed documents to the right.



7. Again, carefully check for and remove any small pieces of paper


8. Press STOP/EXIT.


-      If DOCUMENT JAM continues to appear, go to WARRANTY AND SERVICE OPTIONS.


-      If the error no longer appears, go to STEP 9.


9. Make a copy to test:


a. Verify the ADF document support (located on the top of the ADF) is pulled out.


b. Verify the document(s) are betweens 5.8 to 8.5 in. wide and 5.8 to 14 in. long.


c. Make sure the documents are inserted face up in the ADF, top edge first. The ADF can hold up to 50 pages and feeds each sheet individually. Use standard 20 lb (80 g/m2) paper and always fan the pages before putting them in the ADF.


-      DO NOT use paper that is curled, wrinkled, folded, ripped, stapled, paper-clipped, pasted or taped.

-      DO NOT use cardboard, newspaper or fabric.

-      Make sure documents written with ink are completely dry.


d. Adjust the paper guides to fit the width of your documents. This ensures the document(s) will feed straight, preventing jams.


e. To make a copy, place the document face up in the ADF and press the START key.


-      If the machine makes a copy with no error message, the issue is resolved.


-      If the error message reappears, go to WARRANTY AND SERVICE OPTIONS.





If the problem continues and your machine is within warranty, you can locate a Brother Authorized Service Center (ASC) in your area by clicking on the link below: or contact Brother Customer Service by calling 1-877-Brother (1-877-276-8437) Monday through Friday, excluding holidays. 


If your machine is out of warranty, you can locate a Brother Authorized Service Center using the information listed above.

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