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Description of Problem 100000031636

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


Description of Solution 200000040628

 

 

1. Verify the complete message displayed in the yellow bar on the LCD.

 

-         If the message displayed is "Paper Jam [Front, Rear]", go to STEP 2.

 

-         If the message displayed is "Paper Jam [Rear]", refer to solution: "How do I clear the message 'Paper Jam [Rear]' from the display?"

 

-         If the message displayed is "Paper Jam [Front]", refer to solution: "How do I clear the message 'Paper Jam [Front]' from the display?"

 

-         If a different message is displayed, search for the specific message and follow the solution related to that message.  

 

2.  You can view a video with step by step instructions or follow the instructions listed below:

 - To view the video clck here  or enter the following address into your web browser http://www.brother-usa.com/videos/?VID=1193

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

 

          

  1. Do you see the green scanner cover support, located on the left side of the machine? See image below.

 

 

-         If yes, continue to STEP b.

-         If no, then you have opened the document cover instead of the scanner cover. When the document cover is open you will not see the green scanner cover support. Close the document cover and go back to STEP 2 to open the scanner cover.

 

 

  1. Lift the scanner cover (1) to release the lock. Gently push the green scanner cover support down (2) and close the scanner cover (3) using both hands. 

 

-         If the LCD continues to display the message "Paper Jam [Front Rear]", go to STEP 3.

 

-         If the LCD returns to the standby mode and the machine did NOT print a document go to STEP 14.

-         If the machine prints a document and the LCD returns to the standby mode, were you printing from the Manual Feed Slot (located in the back of the machine).

 

-         If yes, go to STEP 15.

 

-         If no, the issue is resolved. Opening and closing the scanner cover reset the machine and cleared the message.

 

3. Remove Paper Tray # 1 and Paper Tray # 2 from the machine.

 

 

 

4. Look for and remove any jammed paper (1).

 

  

 

5. Look inside the machine where the paper trays were installed.  Lift up the black plastic flap located in the front UPPER tray cavity of the machine.  Look inside the opening of the machine, in the area above the silver metal and remove any pieces of paper.

 

  

  

 

6. After looking for debris, gently lay the machine back down on the surface and reinstall both Paper Tray #1 and Paper Tray # 2 by slowly pushing the tray all the way in.  You should hear a slight snap or click once the tray is seated properly.

 

IMPORTANT NOTE: It is very important the paper tray be reinstalled into the machine before you continue to troubleshoot this issue.

 

  

7. 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.

 

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 red X for at least 5 seconds until the print head moves to the middle. This will allow you to check the right corner inside the machine.

 

 

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

 

NOTE: Do not close the scanner cover until STEP 13.

 

9. Turn the machine around so you can see the rear side of the machine.  Open the Jam Clear Cover on the back of the machine.

 

NOTE: It may take some force to open the cover. If you are having difficulty opening the cover, try opening the cover by using both hands.

 

 

10. Open the green inside cover

 

 

11. Look for and remove any jammed paper.

 

NOTE: If you are not able to remove the jammed paper or pieces of paper inside the machine, close the jam clear cover and go to STEP 20.

 

 

 

12. Close the Jam Clear Cover. Make sure it is closed securely on both sides.

 

 

13. Lift the flat bed scanner cover (1) to release the lock, gently push the green scanner cover support down to close the scanner cover (3).

 

 

 

-         If the touchscreen returns to the standby mode and does not display an error message, continue to STEP 14 to test the machine.

 

-         If the message "Paper Jam [Front, Rear]"continues to be displayed, disconnect the machine from the power outlet for 5 seconds and then plug it back in. Repeat STEPS 11 through 13 to verify that you did not miss any jammed paper or scraps of paper. 

 

-     If the message "Paper Jam [Front, Rear]" continues to be displayed after repeating STEPS 11 � 13, refer to WARRANTY AND SERVICE OPTIONS below.

 

-         If any other message is displayed, refer to the solution for the message displayed. 

 

14. Print a test page:

 

  1. Were you printing from the Manual Feed Slot?

 

-         If YES, continue to STEP 14b.

-         If NO, go to STEP 14i. 

 

  1. Open the Manual Feed Slot cover.

 

 

 

  1. Slide the Manual Feed Slot paper guides to match the width of the paper you are going to use.

 

NOTE:

-         When you slide the paper guides, confirm that they are in the correct positions:

 

-         The paper mark in portrait orientation (1) is on the right side of the Manual Feed Slot. 

 

-         The paper mark in landscape orientation (2) is on the left side of the Manual Feed Slot.

 

 

 

 

  1. Place only one sheet of paper into the Manual Feed Slot.

 

-         Make sure the side to be printed is face up.

 

-         If you are using Ledger, A3, Legal, A5, A6, Photo, Photo L, Photo 2L paper; envelopes; or index cards, insert the sheet in portrait orientation. See image below.

 

 

-         If you are using Letter, Executive, or A4 paper, insert the sheet in landscape orientation. See image below.

 

 

 

IMPORTANT:

 

-         Do not put more than one sheet of paper in the Manual Feed Slot at any one time.  Doing this may cause a paper jam.  Even if you are printing multiple pages, do not feed the next sheet of paper until the Touchscreen instructs you to do so.

 

 

   

 

-         Do not put paper in the Manual Feed Slot when you are printing from the paper tray.  Doing this may cause a paper jam.

 

  1. Using both hands, gently adjust the Manual Feed Slot paper guides to fit the paper.

 

  

NOTE:

 

-         Do not press the paper guides too tightly against the paper.  Doing this may cause the paper to fold.

 

-         Place the paper in the center of the Manual Feed Slot between the paper guides.  If the paper is not centered, pull it out and insert it again at the center position.

 

  1. Using both hands, feed the paper into the Manual Feed Slot until the front edge touches the paper feed roller.

 

-         Let go of the paper when you hear the machine pull it in a short distance.  The LCD will should briefly (3 seconds) display the message "Manual Feed Slot ready" and then return to the standby mode.

 

 

 

NOTE:

 

-         When loading an envelope or sheet of thick paper, push the envelope into the Manual Feed Slot until you feel the machine grab the envelope or paper.

 

-         When you are feeding Legal, Ledger, or A3 size paper into the Manual Feed Slot, the machine holds the printed page after printing so that the page does not fall.  Once printing is complete, pull out the printed page and press OK.

 

  1. If you are using paper that is longer than Letter size or envelopes with the flap on the short edge, close the paper support flap.

 

  

Print the same document that you were trying to print when the jam occurred and then click here to continue. (first bullet under step l)

  1. Press the 4 Color Column on the touchscreen. 
  2. Press Test Print  

k.    Press Print Quality

 

l.      Press OK. A Print Quality Check Sheet will print.

-         If the document prints and the message "Paper Jam Front Rear" is NOT displayed, the issue is resolved. Go to STEP 15.

 

-         If the message "Paper Jam Front, Rear" continues to appear on the display and you have not followed STEPS 3 through 14, go back to STEP 3.

 

-         If the message "Paper Jam Front, Rear" continues to appear on the display and you have followed STEPS 3 through 14, continue to STEP 16.

 

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

 

15. Check Firmware Version

  1. Press the Home key  to return to the standby mode.

 

  1. Press 

 

  1. Press and hold  BHS13 until the LCD shows the serial number, ROM version, and number of printed pages.

 

NOTE: Some of the LED'S on the Touch Panel may turn off when you press the HOME key. This is normal. Continue to hold down the key until the display changes to show the Serial #, ROM Version and Pages printed (see image below). 

 

 

The ROM Version is the second letter of the two-letter code under ROM Version. In the figure above, the machine's ROM Version is E.

 

  1. Press  

 

  1. Do one of the following:

 

-         If the ROM Version is D or greater, then the firmware does not need to be updated.  Go to STEP f

 

-         If the ROM Version is A, B or C, then the firmware will need to be updated.

 

An improvement was made to the firmware to ease the removal of paper jams from the machine.  This will help guard against the paper being torn when trying to remove a jammed paper. 

 

You will need to have your computer connected to the internet and the printer connected to the computer to be able to upgrade the firmware.  It will only take about 5 to 10 minutes of your time. After you have completed this solution and your issue is completely resolved, go to solution "How do I perform a firmware update or firmware upgrade on my Brother machine?" 

 

NOTE: 

-         If you do not have an internet connection, then you can take your machine to a service center and have the firmware upgraded at no cost.  Contact our Customer Service by calling 1-877-Brother (1-877-276-8437) Monday through Friday, excluding holidays to locate a local service center.

 

-         If you do have an internet connection but the machine is not connected to the computer then you will need to install the printer driver and connect your printer to your computer.

 

-         If you need any assistance on upgrading the firmware, then you can contact our Customer Service by calling 1-877-Brother (1-877-276-8437) Monday through Friday, excluding holidays. 

 

  1. Check the print quality of the printed PQCS.

 

 

-         If the PQCS prints with all of the dashes and colors ok, then the issue is resolved.

 

-         If the PQCS prints but is missing dashes or colors, refer to solution "My printed documents are missing colors. What can I do?"

 

-         If the PQCS prints but has ink marks, lines or streaks down the page, refer to solution "How do I clear dark/colored horizontal or vertical lines appearing on printed documents?"

 

16. If you removed jammed paper from under the scanner unit or the back of the machine when performing the previous troubleshooting steps (STEPS 1 through 14), go to STEP 18.

 

-         If you did NOT find jammed paper under the scanner unit or the back of the machine continue to STEP 17.

 

17. 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 paper requirements, refer to WARRANTY AND SERVICE OPTIONS below.

 

-         If the paper does not meet the machine paper requirements, replace it with paper that does meet the requirements.  After replacing the paper, if the error message does not clear, go to STEP 3 to repeat the troubleshooting steps.

 

18. A small piece of paper may still be stuck inside the machine.  Feeding a sheet of letter size glossy paper through the machine can assist in removing a small piece of paper stuck inside.

19. Clear the message "Paper Jam [Front Rear]"

NOTE: Images for the steps listed below are included in the previous steps.

  1. Pull the paper tray completely out of the machine and remove any jammed paper from inside the machine.

 

  1. Reinstall the paper tray into the machine.

 

  1. Open the Jam Clear Cover on the back of the machine.

 

  1. Open the green inside cover.
  2. Look for and remove any jammed paper.
  3. Close the Jam Clear Cover. Make sure it is closed securely on both sides.
  4. Check inside the machine:

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

                     ii.        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.

                    iii.        Use your hand to move the print head to the left and right, checking carefully for any paper scraps stuck under the print head.

                   iv.        Lift the flat bed scanner cover to release the lock, gently push the green scanner cover support down to close the scanner cover.

                                                                    

-         If you repeated this Step three times and removed small pieces of paper (paper scraps) from the machine, continue to STEP 26.

 

-         If you repeated this Step three times and you did not find any small pieces of paper (paper scraps) in the machine, continue to WARRANTY AND SERVICE OPTIONS below.

-         If you did NOT repeat this Step three times, continue to STEP 20.

 

20. Open the Manual Feed Slot cover.

 

 

 

21. Slide the Manual Feed Slot paper guides to match the width of the Letter size paper.  

22. Using both hands, gently adjust the Manual Feed Slot paper guides to fit the paper.

 

 

23. Using both hands, put one sheet of letter size Glossy paper or a sheet of cardstock into the Manual Feed Slot until the front edge touches the paper feed roller in Landscape orientation.

-         If you do not have letter size glossy paper or cardstock, you can stack 2 sheets of letter size copy paper together to use in place of the card stock or glossy photo paper:

Take two blank sheets of letter size paper, put them together and then fold them in half so the two long sides meet (Left side and right side of paper.  Do not fold Top to Bottom).

 

 

 

 

24. Unplug the machine's power cord from the power outlet for 2 seconds an plug the power cord back into the power outlet to cycle the power.

25. While the machine is powering up, apply some force onto the edge of the paper in the manual feed slot to ensure the paper feeds through the machine.  

-         If the paper feeds through without jamming continue to STEP 26.

-         If the paper jams go back to STEP 19.

26. Print a PQCS to test:

  1. Press the 4 Color Column on the touchscreen. 
  2. Press Test Print.  

c.    Press Print Quality.

 

d.    Press Start. A Print Quality Check Sheet will print.

 

-         If the message "Paper Jam [Front, Rear]" is displayed refer to WARRANTY AND SERVICE OPTIONS below.

-         If the PQCS prints, go back to STEP 15 to check the firmware version of you machine.

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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