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Description of Problem 100000033841

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


Description of Solution 200000043361

 

    

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.

        

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

 

-         If yes, continue to STEP b.

-         If the no, the customer 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 1 to open the scanner cover. 

 

  1. 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 (does not print a document) got to STEP 2.  

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

 

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

a.    Press the 4 color columns on the Touch screen.

 

b.    Press Test Print

 

c.    Press Print Quality

 

d.    Press OK. A Print Quality Check Sheet Will print

 

-         If the PQCS prints and the error message "Paper Jam [Front, Rear]"  is not displayed, the issue is resolved. Press the red X to return to the standby mode.

 

-         If the message "Paper Jam [Front, Rear]" continues to appear on the display, continue to STEP 3.

 

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

 

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

 

 

4.    Do you have any paper jammed inside the tray area.

-         If yes, then go to STEP 4a.

 

-         If no, then go to STEP 5. 

 

  1. Pull the 2 green levers located inside the tray cavity on the left and right side,

 

 

 

  1. Remove the jammed paper from the machine (1) and go to STEP 6.

 

 

 

5.    Reinstall the paper tray into the machine.

 

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

 

7.    Pull any jammed paper out of the machine.

 

      

8. Close the Jam Clear Cover.

 

9. Check inside the machine.

 

  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.

 

      

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

 

-         If yes, continue to STEP c.

-         If the no, the customer 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 9a to open the scanner cover.

  1. 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 key for at least 5 seconds until the print head moves to the middle so the right hand corner can be checked.  The lights will turn off when pressed.  Keep finger on the X button until print head moves.

 

 

 

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.

 

 

 

12. Check the LCD display:

 

-         If the LCD displays the date and time continue to STEP 13.

 

-         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 9 through 12 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 9 through 12, 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. 

 

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

a.    Press the 4 color columns on the Touch screen.

 

b.    Press Test Print

 

c.    Press Print Quality

 

d.    Press OK. A Print Quality Check Sheet Will print

 

-         If the PQCS prints and ejects correctly with no error message on the LCD, the issue is resolved. Press the red X to return to the standby mode.

 

-         If the message "Paper Jam [Front, Rear]" continues to appear, go to STEP 14.

 

14.  A hidden paper scrap may still be lodged into the machine.  Follow the steps below to check for hidden paper scraps.

 

-         If the paper getting jammed is wrinkled and torn on the leading edge then continue to STEP a.

 

-         If the paper getting jammed is NOT wrinkled or torn on the leading edge, continue to STEP 18.

 

 

  1. Unplug the machine from the power outlet

 

      

 

  1. Pull the 2 green levers located inside the tray cavity on the left and right side,

 

 

  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.

        

  1. Insert one sheet of thick Letter sized glossy paper into the exit rollers.  The exit rollers are the rollers that moved when the green levers were released.

 

NOTE: 

If you do not have a sheet of letter size glossy paper, then you can stack evenly 3 sheets of letter sized paper

 

 

  1. Remove the Glossy Paper from the machine and check inside the scanner cover to see if any paper scraps were pushed out into the machine.

         

 

15.  Gently close the scanner cover.

 

 

-         If paper scraps were found and removed, continue to STEP 16. 

 

-         If no other paper scraps were found, continue to STEP 18.

 

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

 

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

a.    Press the 4 color columns on the Touch screen.

 

b.    Press Test Print

 

c.    Press Print Quality

 

d.    Press OK. A Print Quality Check Sheet Will print

 

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

 

-         If the message "Paper Jam Front\Rear" continues to appear on the display continue to STEP 18.

 

18. 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.

 

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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