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Description of Problem 100000028599

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


Description of Solution 200000036665

Does the paper begin to print and then jam in the area under the scanner cover and is ripped or torn?  See images below.

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

 

    Paper Jam Inside                                    

 

 Jam Wrinkled or Torn

- If yes, continue to STEP 1.

 

- If no, go to CLEAN THE ENCODER STRIP.

 

1.  Unplug machines power cord from the power outlet.

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

3.  Look for and remove any paper scraps stuck inside the machine.  

NOTE:  The print head can be moved manually with hand to assist with removing all of the paper scraps. 

 

 

4.  Turn the machine around and open the jam clear cover (1). Look inside the machine and remove any jammed paper.  Then close the jam clear cover (1). 

5.  After removing all of the paper scraps, 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.

6.  Remove the paper tray from the machine. 

 7.  Place your hand under the LCD display on the machine and into the opening of where the paper tray was.

8.  Lift the front of the machine approximately 6 inches off the surface.

 

9.  Look inside the machine where the tray was installed and locate a row of black rollers aligned across the top.  See picture below.

 

10.  Look in-between each of the black rollers for a piece of stuck scrap paper.  (A flash light may need to be used if you are having trouble locating the paper scrap).

11.  Using a pair of tweezers, the paper scrap can be easily removed from the exit rollers.

12.  Place the machine gently down onto the surface.

- If no paper scraps were found inside the machine, then the issue appears to be a result of the paper in the tray. If the paper is slightly curled, the print head will catch the edge of the paper and tear it.  To resolve the issue, the paper in the tray must be replaced.

- If you do not have replacement paper, follow the rest of this solution, after you have replaced the paper.

- If you replaced the paper in the tray, continue to STEP 13.

- If paper scraps were found and removed from the machine, continue to STEP 13.

13.  Put the paper tray back into the machine. 

 

14.  Plug the power cord back into the power outlet.

- If the LCD displays the date and time continue to STEP 15.

-  If LCD displays the message "Paper Jam" go to CLEAN THE ENCODER STRIP.

15.  Test the machine by printing the Print Quality Check Sheet (PQCS).

a. Press the MENU key. 

 

b. Display will show 1.INK. Press OK.

 

c. Display will show 1. Test Print. Press OK.

 

d. Display will show  Print Quality. Press OK

 

e. Press COLOR START.  The machine will print out the Print Quality Check Sheet.

-         If the PQCS prints, the issue is resolved. 

-         If the message "Paper Jam" continues to appear on the display continue to STEP 16.

16. Open the scanner cover:

- If paper is jammed or torn under the cover, and you have replaced the paper in the paper tray refer to WARRANTY AND SERVICE OPTIONS below.

-If the paper is NOT jammed or torn under the cover, continue to CLEAN THE ENCODER STRIP below.

 CLEAN THE ENCODER STRIP

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

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

1.  Locate a lint free cloth such as a T-shirt, DRY eye glass cleaner cloth, DRY monitor cloth or wash cloth. 

DO NOT USE ANY TYPE OF PAPER PRODUCTS (EX: paper towel, tissue paper, napkin, filter, news paper etc.)  This will help ensure that the dirt will be removed from the encoder strip. 

 

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

 

 

 

3.  Confirm the location of the print head.  If it is in the middle or to the left side, using your fingers, slide the print head over to the right side under the cover to make sure you clean the entire encoder strip.

 

 

4.  The encoder strip is the clear plastic strip located in front of the white vinyl band. (Outlined in red as shown in the picture below). 

 

NOTE: There is a warning in the machine to not 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.

 

  

5.  With the lint free cloth, firmly grab the encoder strip on both sides and rub the cloth down the strip from one end to the other (left to right then right to left) at least three 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: After cleaning the encoder strip for the second time and if you have already checked for foreign material, go to STEP 11.

 

       

 

 

6. Clean encoder strip from right to left. Make sure to stop just before the left corner.

 

7. Clean encoder strip from left to right. Make sure to stop just before the right corner.

 

 

CHECK FOR FOREIGN OBJECTS

 

8.  After thoroughly cleaning the encoder strip, look inside the machine and in the two corners for jammed paper or foreign objects and remove them if any are found.  Pieces of paper may be jammed under the print head.

 

- If the print head is locked to the right side of the machine, press and hold the STOP/EXIT key for 5 seconds.  This will cause the print head to move automatically to the middle of the machine and allow you to look for debris in the right corner. 

 

 

- If you physically moved the print head under the cover when cleaning the encoder strip, move the print head back to the middle with your fingers to allow you to look for debris in the right corner.

 

9.  Leave the scanner OPEN and turn the machine around so you are looking at the back of the machine.  Open the Jam Clear Cover (1) and look inside the machine and remove any jammed paper; then close the Jam Clear Cover(1).

NOTE:  In some cases, the paper tray may need to be removed to allow for the jammed paper to be removed.

 

  

10. Turn the machine back around to the front.  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.

- If the error message is cleared, go to STEP 12.   

- If the message continues to appear on the display, clean the encoder strip again by following STEPS 2 through 5 of CLEAN THE ENCODER STRIP. It is common to have to clean the encoder strip multiple times to resolve the issue. 

 

CYCLE THE POWER

 

11. Unplug the machine from the power outlet for 2 seconds and plug it back in to cycle the power. 

 

- If the error message is cleared, continue to STEP 12.

 

- If the error message continues to appear on the display, go to WARRANTY AND SERVICE OPTIONS below.

 

TEST THE MACHINE

 

12. Test the machine by printing the Print Quality Check Sheet (PQCS).

a. Press the MENU key. 

 

b. Display will show 1.INK. Press OK.

 

c. Display will show 1. Test Print. Press OK.

 

d. Display will show  Print Quality. Press OK

 

e. Press COLOR START.  The machine will print out the Print Quality Check Sheet.

- If the PQCS prints, the issue is resolved.

 

- If the PQCS does not print AND you have NOT cycled the power, go back to STEP 11. 

 

- If the PQCS does not print and you HAVE cycled the power, continue to WARRANTY AND SERVICE OPTIONS 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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