FAQs & Troubleshooting

FAQs & Troubleshooting

How do I clear the message "Document Jam" from the LCD display?

This error message is presented when there is difficultly in feeding the originals when using the ADF (Auto Document Feeder). It is possible that the original document exceeded the maximum length 356 mm (14 in.) or the original did not feed correctly due to fasteners or poor condition of the original.


Cleaning a Document Jam:

  1. Lift the document cover.



  2. If the document is visible then pull the document to the right to remove.



  3. Close the document cover and open the ADF cover.
  4. If there is a document pull up on the left side of the document then remove it by pulling up and to the left. Carefully check for and remove any small pieces of paper stuck in the ADF. Close the ADF cover.



  5. If there is a document in the output tray remove it by pulling to right.



  6. If there is a document in the duplex slot remove it by pulling to the right.



  7. Press the Stop/Exit key.




If the Document Jam message did not clear then check the actuators:

  1. Turn off the machine's power switch. Unplug the telephone line cord first (if applicable), disconnect all cables, and then unplug the power cord from the AC power outlet (electrical socket).
  2. Open the ADF cover.



  3. The two black actuators should be sticking up out of the cut-out as shown below.



  4. If an actuator is not sticking up out of the cut-out then gently use a pen as shown to wiggle the actuator up and out of the cut-out.





  5. After freeing the actuator plug the machine's power cord back into the AC power outlet (electrical socket) first, and reconnect all cables and telephone line cord (if applicable). Turn on the machine's power switch.

    If the problem continues, and your machine is within warranty, please call Brother Customer Service Center at 1-877-Brother (1-877-276-8437). The center is open Monday-Friday, excluding holidays.

    If your machine is out of warranty, you can locate a Brother Authorized Service Center (ASC) in your area by clicking on the link below: or by calling the number listed above.

If your question was not answered, have you checked other FAQs?

Have you checked the manuals?

If you need further assistance, please contact Brother customer service:

Related Models

DCP-9045CDN, MFC-9840CDW

Content Feedback

To help us improve our support, please provide your feedback below.

Step 1: How does the information on this page help you?

Step 2: €Are there any comments you would like to add?

Please note this form is used for feedback only.