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Description of Problem 100000026507

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


Description of Solution 200000034038

 

 

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 verify you opened the scanner cover (see image above). If the document cover was opened the message will not appear.

 

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

 

b. Carefully close the scanner cover. 

 

-   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. 

 

-  If the LCD returns to the standby mode, but it does not print a document, go to STEP 12.

- If the LCD displays the message "Please Wait" and you can hear the machine attempt to feed the paper 3 times (in 5 second intervals) go to STEP 14. 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.

 

-   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.

 

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

 

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

 

 

 

3. Using 2 hands, remove any jammed paper carefully (1).

 

 

 

4. Look inside the machine where the paper tray was installed and look inside the exit rollers and remove any jammed paper or pieces of paper.

 

 

 

5. Reinstall the paper tray into the machine.

 

 

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

 

 

7. Using 2 hands pull any jammed paper out of the machine carefully.

 

 

 

8. Close the Jam Clear Cover.

  

9. 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 verify the scanner cover and not the document cover was opened.

 

-         When message "Cover is Open" "Please close the scanner cover" is displayed, 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.

 

 

 

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

 

11. Gently close the scanner cover.  If you unplugged the machine, plug it back in.

-  If the LCD returns to the standby mode, continue to STEP 12.

- If the message "Paper Jam" continues to appear on the LCD, disconnect the machine from the power outlet and repeat STEPS 9 through 11.

-         If the message "Paper Jam" continues to appear after repeating STEPS 9 through 11, 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. 

 

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

 

  1. Press MENU.

 

  1. Press the UP OR DOWN ARROW key to select Ink and press OK.

 

  1. Press the UP OR DOWN ARROW key to select Test Print and press OK.

 

  1. Press the UP OR DOWN ARROW key to select Print Quality and press OK.

 

e.  Press the COLOR START key. A Print Quality Check Sheet will be printed.

 

-         If the PQCS prints and the error message "Paper Jam" is not displayed, the issue is resolved. Press STOP/EXIT to return to the standby mode.

 

-         If the message "Paper Jam" continues to appear on the display and you have not followed STEPS 2 through 12, go back to STEP 2.

 

-         If the message "Paper Jam" continues to appear on the display and you have followed STEPS 2 through 12, continue to STEP 13.

 

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

 

13. 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 you are using 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.

 

14. 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 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 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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