Answer to your Frequently Asked Question:

 
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Description of Problem 100000021696

How do I clear the message "Paper Jam" from the display?


Description of Solution 200000027536

SECTION A. Check for and remove any jammed paper or foreign objects in the machine:

 

NOTE: The images shown below are from a representative model.  Your model may look different from the picture.

 

1.    Unplug the Brother machine from the power outlet.

 

2.    Pull the paper tray out (1) of the Brother machine.

 

 

 

3.    Look inside the machine where the paper tray was installed and pull out any jammed paper (1).

 

 

 

4.    Reinstall the paper tray by slowly pushing the tray all the way in.  You should hear a slight snap or click once the tray is seated properly.

 

 

5.    Turn the machine around and open the jam clear cover (1).

 

 

 

6.    Look inside the machine and remove any jammed paper.

 

 

7.    Close the jam clear cover.  Make sure the cover is closed properly.

 

 

8.    Turn the machine back around so the front of the machine is facing you.  Lift the scanner cover using the plastic tabs or finger holds, located on the left and right side of the machine until it locks securely into the open position.

 

 

 


CAUTION: Do not touch the encoder strip. The encoder strip is the clear plastic strip (outlined in red as shown in the picture above) in front of the white vinyl band.)

 

9.    Verify the location of the print head.  The print head is a black square object located behind the encoder strip.  The print head moves from left to right.

 

 

-      If the print head is located on the right side underneath the cover, continue to STEP 10.

 

-      If the print head is NOT located on the right side underneath the cover, continue to STEP 11.

 

10. Move the print head to the middle of the platen area by doing the following:

 

a.    Plug the power cord back into the power outlet.  The LCD will display the message COVER IS OPEN.

 

b.    Press and hold the STOP/EXIT key for approximately 5 seconds until the print head moves to the middle.

 

c.    Unplug the machine from the power outlet.

 

CAUTION: Make sure to unplug the machine; otherwise, the print head may move and injure your hand.

 

11. Move the print head to the middle of the platen area using your fingers.

 

CAUTION: Be careful not to touch the encoder strip.

 

12. Check for and remove any ripped paper, debris or foreign objects from the platen area.  Pay close attention to the right and left corners and underneath the print head.

 

 

NOTE:

-      The ripped paper may be very small.  It may have become saturated with ink, causing it to be almost black in color.  Using a flashlight will help you to find the ripped paper.

 

-      Tweezers may be used with caution to remove paper scraps, debris or foreign objects.

 

13. Close the scanner cover by lifting the scanner cover to release the lock.  Gently push the green scanner cover support down and then close the cover.  Plug the machine back into the power outlet.

 

CAUTION: Be careful not to trap your fingers under the scanner cover.  Always use the plastic tabs or finger holds provided on both sides of the scanner cover when opening and closing it.

 

-      If the LCD displays date and time, continue to STEP 14.

 

-      If PAPER JAM is still displayed on the LCD, continue to SECTION B. Cleaning the Encoder Strip.

 

14. Print a Print Quality Check Sheet (PQCS) to test the machine:

 

NOTE: After a paper jam has been cleared, the Brother machine may complete a 2 minute cleaning cycler to remove paper dust from the nozzles before printing.

 

a.    Press MENU.

 

b.    Press the UP or DOWN ARROW key to select Ink and press OK.

 

c.    Press the UP or DOWN ARROW key to select Test Print and press OK.

 

d.    Press the UP or DOWN ARROW key to select Print Quality and press OK.

 

e.    Press COLOR START.

 

-      If the PQCS prints successfully, the issue is resolved.  Document this outcome and end the call.

 

-      If the PQCS jams and your machine is in warranty, go to WARRANTY AND SERVICE OPTIONS.

 

SECTION B. Cleaning the Encoder Strip:

Ink, fingerprints and debris can adhere to the surface of the encoder strip.  Some of the causes of this are:

 

-      Touching the encoder strip with your hands.  This can place fingerprints or other marks on the encoder strip.

 

-      The removal of jammed paper can cause grease or ink to be applied to the surface of the encoder strip.

 

To view a video of cleaning the Encoder Strip, click here. Proceed to STEP 8  below, after cleaning the Encoder Strip.

Clean the encoder strip by doing the following steps:

 

1.    Unplug the machine from the power outlet.

 

2.    Lift the scanner cover using the plastic tabs or finger holds, located on the left and right side of the machine until it locks securely into the open position.

 

 

3.    Locate the Encoder Strip which is the clear plastic strip (outlined in red as shown in the picture below) in front of the white vinyl band.

 

 

NOTE: There is a warning in the machine not to touch the strip; however, this warning is to stop users from touching the strip with fingers because of the oils on your skin.  It is OK to touch and clean the strip with a lint free cloth.

 

4.    Verify the location of the print head and make reference of this location.

 

NOTE: This will normally indicate the location of the smudge or ink on the Encoder Strip.

 

 

5.    Move the print head to the left or right using your fingers.

 

6.    Visually inspect the referenced area on the Encoder Strip for any smudges, fingerprints or ink.

 

7.    With the lint free cloth, firmly pinch the encoder strip and rub the cloth in the reference area (left to right then right to left) at least five times.  In most cases, you have to rub firmly and aggressively to completely clean the strip and resolve the issue.  The encoder strip is very flexible, durable and has slack so do not be afraid of breaking the strip.  It does not easily break.

 

 

NOTE:

-      Do not use any type of paper products (paper towel, tissue paper, napkin, coffee filter, newspaper, etc.) to clean the encoder strip.

-      Use only a dry, lint-free cloth.  Example: T-shirt, eye-glass cleaning cloth, computer monitor cloth, wash cloth.

-      The encoder strip will have some slack to allow you to move it around slightly while cleaning.

 

CAUTION:

-      Do NOT use flammable substances or any type of spray to clean any part of the machine.  Doing this may cause a fire or electrical shock.

-      Do NOT pull on the strip with force.  Too much force may damage the machine.

-      Do NOT touch the encoder strip with bare hands.

 

-      Repeat STEP 7 again to thoroughly clean the encoder strip.

 

8.    After cleaning the encoder strip, close the scanner cover.

 

9.    Plug the machine into the power outlet.

 

-      If the LCD displays the date and time, continue to STEP 10.

 

-      If PAPER JAM continues to be displayed on the LCD, continue to WARRANTY AND SERVICE OPTIONS.

 

10. Print a Print Quality Check Sheet (PQCS) to test the machine:

 

NOTE: After a paper jam has been cleared, the Brother machine may complete a 2 minute cleaning cycler to remove paper dust from the nozzles before printing.

 

a.    Press MENU.

 

b.    Press the UP or DOWN ARROW key to select Ink and press OK.

 

c.    Press the UP or DOWN ARROW key to select Test Print and press OK.

 

d.    Press the UP or DOWN ARROW key to select Print Quality and press OK.

 

e.    Press COLOR START.

 

-      If the PQCS prints successfully, the issue is resolved.  Document this outcome and end the call.

 

-      If the PQCS jams and your machine is in warranty, go to WARRANTY AND SERVICE OPTIONS.

 

 

WARRANTY AND SERVICE OPTIONS

 

If your machine is in warranty, you can locate a Brother Authorized Service Center (ASC) in your area by clicking on the link below:

http://www.brother-usa.com/service/default.aspx or contact Brother Customer Service by calling 1-877-BROTHER (1-877-276-8437) Monday through Friday, excluding holidays.

 

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

 

 

 

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