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Description of Problem 100000035030

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


Description of Solution 200000044872

 

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

 

a.    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 1b.

-         If no, 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 1 to open the scanner cover. 

 

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 (does not print a document) go to STEP 2.  

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

 

2. 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.

 

  1. 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 the STOP/EXIT key to return to the standby mode.

 

-         If the message "Paper Jam" 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

 

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

 

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

 

c.    Remove the jammed paper from the machine (1).

 

d.    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. Remove any objects or paper found. 

 

 

NOTE: If the print head is at the right corner as shown below (2), 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.  Keep finger on the STOP/EXIT key until print head moves.

  

e.    Use your hand to move the print head left or right (3) to make sure there are no paper scraps stuck under the print head.  Remove any objects or paper found. Continue to STEP 5.

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

 

6. Pull any jammed paper out of the machine.

 

       

 

7. Close the Jam Clear Cover.

 

   

 

8. Reinstall the paper tray into the machine.

 

  

 

9. Gently close the scanner cover.

 

  

10. Check the LCD:  

-         If the error message has cleared and the LCD displays the date and time, continue to STEP 11.

 

-         If the Paper Jam message reappears, repeat STEPS 3 through 9 once to make sure you didn't miss any jammed paper or scraps of paper. 

 

─   If the Paper Jam error message continues to appear after repeating STEPS 3 through 9, 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. 

 

11. 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.

 

  1. 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 the STOP/EXIT key to return to the standby mode.

 

-         If the message "Paper Jam" continues to appear, go to STEP 12. 

 

-         If any other message is displayed, search for the specific message and follow the solution related to that message

 

12. 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 12a.

          - If the paper getting jammed is NOT wrinkled or torn on the leading edge, continue to STEP 15.

  1. Unplug the machine from the power outlet.

 

  1. Remove the paper tray.

 

 

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

 

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

 

 

e.    Insert one sheet of thick letter sized glossy paper deep 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, you can evenly stack 3 sheets of letter sized paper for this step.

 

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

 

NOTE: Remove any scraps that are found. Avoid touching the area inside the machine where the print head travels.

 

g.    Turn the machine around and open the jam clear cover at the back of the machine.

   

h.    Insert one sheet of thick letter sized glossy paper deep into the machine as shown in the photo and illustration below.

 

NOTE:  If you do not have a sheet of letter size glossy paper, advise you can evenly stack 3 sheets of letter sized paper for this step.

 

NOTE:  If you are unsure where to insert the thick paper, find the green levers in the back of the machine. The green levers are indicated by the red arrows above. The paper should be inserted between these levers, where the bold red line is in the image.

 

i.      If the thick paper is pushing any jammed paper out, remove the paper scraps.

 

NOTE: Remove any scraps that are found. Avoid touching the area inside the machine where the print head travels.

12. Gently close the scanner cover.

   

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

-         If no other paper scraps were found, continue to STEP 15.

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

14.  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.

 

  1. 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 the STOP/EXIT to return to the standby mode.

 

-         If the message "Paper Jam" continues to appear on the display, continue 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 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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