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Description of Problem 100000025716

How do I clear  a  "Paper Jam [Front Rear]" message from the display?


Description of Solution 200000032961

 

 

  

    

1.  Lift the Scanner Cover (1) to the open position using the finger hold handles located on the right and left side of the cover.

 

 

  

 

a.    Verify the message "Cover is Open" "Please close the scanner cover" is displayed in the LCD.  

-         If the message is displayed continue to STEP b.

-         If the message is not displayed you probably opened the document cover. Close the document cover and open the scanner cover (see image above).

 

-         Verify the message "Cover is Open" "Please close the scanner cover" is displayed when the scanner cover is open and continue to STEP b.

b.    Carefully close the scanner cover. 

 

 

 

                      i.        If the machine prints a document and the LCD returns to the standby mode, the issue is resolved. Opening and closing the scanner cover reset the machine and cleared the error message. End the call.

 

                     ii.        If the LCD continues to display the message "Paper Jam [Front Rear]" and you can hear the machine attempt to feed the paper 3 times (in 5 second intervals) go to STEP 16. You will hear the sound of rollers spinning as they try to feed paper from the tray.   

NOTE: If you are not sure if the machine tried to feed the paper 3 times, repeat STEP 1.

                    iii.        If the LCD continues to display the message "Paper Jam" and the machine did NOT try to feed the paper 3 times continue to STEP 2.

 

2. Pull the paper tray completely out of the machine.

 

 

 

3.    Pull out any jammed paper (1).

 

 

 

4.    Open the Disc Guide by pushing down and sliding outwards towards you. 

 

 

 

5.    Look inside the machine where the paper tray was installed and remove any jammed paper or pieces of paper.

 

 

 

 

6.    Close the Disc Guide.

 

 

 

7.    Reinstall the paper tray into the machine.

 

 

 

8.    Open the Jam Clear Cover (1) on the back of the machine.

 

 

 

9.    Pull any jammed paper out of the machine.

 

 

10. Close the Jam Clear Cover.

 

  

11. Check inside the machine.

 

a.    Lift the Scanner Cover (1) to the open position using the finger hold handles located on the right and left side of the cover.

    

-      Verify the message "Cover is Open" "Please close the scanner cover" is displayed. If the message is displayed continue to STEP b.

-      If the message is not displayed then the incorrect cover has been opened.  Close the document cover and open the scanner cover

 

-      Verify the message "Cover is Open" "Please close the scanner cover" is displayed and continue to STEP b.

 

b.    Carefully check the left (2) and right (3) hand corners and the center inside the machine and remove any paper scraps that may be jammed. 

 

 

NOTE: If the print head is at the right corner as shown below, hold down the STOP/EXIT key for at least 5 seconds until the print head moves to the middle so the right hand corner can be checked.

 

 

12. Use your hand to move the print head left or right to make sure there are no paper scraps stuck under the print head. 

 

13. Gently close the scanner cover.

 

  

-         If the error message has cleared and the LCD displays date and time, continue to STEP 14.

 

-         If any of the Paper Jam messages appear on the display, disconnect the machine from the power outlet for 5 seconds and then plug it back in.  Repeat STEPS 11 through 13 once to make sure you didn't miss any jammed paper or scraps of paper. 

 

-         If the Paper Jam error message continues to appear and you already repeated STEPS 11 through 13, go to WARRANTY AND SERVICE OPTIONS.

 

-         If any other error message appears, search for the specific error and follow the solution related to that error message. 

 

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

 

  1. Press the 4 color columns on the right side of the Touch screen.

 

  1. Select Test Print on the LCD

 

  1. Select Print Quality on the LCD.

 

  1. Press COLOR START. The machine will generate the Print Quality Check Sheet.

 

-         If the PQCS prints and ejects correctly with no error message on the LCD, the issue is resolved. Press STOP/EXIT to return to the date & time display.

 

-         If the message - Paper Jam [Front, Rear] continues to appear, go to STEP 15.

 

 

15. Confirm the paper being used in the paper tray meets the machine's media requirements (Check the paper packaging if necessary):

 

 

NOTE:

Do not use any of the following types of paper:

-      Damaged, curled, wrinkled or irregularly shaped paper. 

-      Extremely shiny or highly textured paper. 

-      Paper that cannot be arranged uniformly when stacked.

 

-      If the paper meets the machine's media requirements, go to WARRANTY AND SERVICE OPTIONS.

 

-      If the paper does not meet the machine's media requirements, you will need to replace the paper with the appropriate paper.

16. If the removal of jammed paper is not done carefully as described in the troubleshooting section of your Users Guide, a paper sensor can get pushed out of position during the removal of a jammed paper.

- A video with instructions to correct the position of the paper sensor is available.

NOTE:  Before viewing the video please have available one of the recommended items listed below:

DO NOT use a metal tool as it could damage the machine.

-         Plastic knife

-         Pen cap

-         Strong tooth pick.  (Do not use one that can break easily)

-         Popsicle stick

-         Wooden nail file

 

Click here http://www.brother-usa.com/videos/?VID=827 to view the video.

If the problem continues after following the instructions included in the video refer to WARRANTY AND SERVICE OPTIONS listed below

 

 

 

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:

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

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