MFC-J6910DW

FAQs & Troubleshooting

MFC-J6910DW

Date: 02/03/2012 ID: faq00000495_039

Paper Jam

Follow the steps below depending on the error message the LCD shows.
See the error message on the LCD of your Brother machine and take out the jammed paper depending on where it is jammed in your Brother machine.

For the models with FAX functions:

Before you unplug the machine from the power source, you can transfer your faxes that are stored in the memory to your PC or another fax machine so you will not lose any important messages. Click here to see "How do I forward a fax to another fax machine when my machine has a mechanical problem?".

NOTE: Illustrations shown below are from a representative product, and may differ from your Brother machine.

Case1: The LCD shows "Paper Jam [Front]"

Follow the steps below to clear a paper jam at the front of your Brother machine.

Unplug your Brother machine from the AC power outlet (electrical socket).
Pull the paper tray (1) completely out of your Brother machine.
Pull out the jammed paper (1).
Lift the Jam Clear flap, and remove the jammed paper.
Put the paper tray firmly back in your Brother machine.
- Make sure the paper length guide is set to the correct paper size. DO NOT extend the paper tray when you load A5 or smaller size paper.
- Make sure you pull out the paper support until it clicks.
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.
2. Use your hand to move the print head and remove any pieces of paper remaining under the print head.
Unplug the machine from the power source before you move the print head using your hand.
1. Carefully check the left (2) and right (3) side corners and remove any pieces of paper.
- If the print head is at the right corner as shown in the illustration below, you cannot move the print head using your hand. Plug the power cord back into the AC power outlet (electrical socket). Hold down Stop/Exit until the print head moves to the middle so that the right hand corner can be checked.
- If ink gets on your skin or clothing immediately wash it off with soap or detergent.
Gently close the scanner cover using the finger holds on each side.

Make sure you pull out the paper support (1) until it clicks, and then unfold the paper support flap (2).
Plug the power cord back into the AC power outlet (electrical socket).
Verify the error message is cleared.

If the error message continues to appear, click here to see the FAQ "I still receive the error message "Paper Jam" after I removed the jammed paper."

If the paper jam occurs frequently, please contact Brother Customer Service from "Contact Us".

To avoid future paper jams, adjust the paper length guide (1) and paper side guides (2) to fit the paper size.

Make sure that the triangular marks (3) on the paper length guide (1) and paper side guides (2) line up with the marks for the paper size you are using.

Case2: The LCD shows "Paper Jam [Rear]"

Follow the steps below to clear a paper jam at the back of your Brother machine.

Unplug your Brother machine from the AC power outlet (electrical socket).

Make sure you remove paper from the manual feed slot, and then close it.
Open the Jam Clear Cover (1) at the back of your Brother machine.
Pull the jammed paper out of your Brother machine.
Close the Jam Clear Cover. Make sure the cover is closed properly.
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.
2. Use your hand to move the print head and remove any pieces of paper remaining under the print head.
Unplug the machine from the power source before you move the print head using your hand.
1. Carefully check the left (2) and right (3) side corners and remove any pieces of paper.
- If the print head is at the right corner as shown in the illustration below, you cannot move the print head using your hand. Plug the power cord back into the AC power outlet (electrical socket). Hold down Stop/Exit until the print head moves to the middle so that the right hand corner can be checked.
- If ink gets on your skin or clothing immediately wash it off with soap or detergent.
Gently close the scanner cover using the finger holds on each side.

Make sure you pull out the paper support (1) until it clicks, and then unfold the paper support flap (2).
Plug the power cord back into the AC power outlet (electrical socket).
Verify the error message is cleared.

If the error message continues to appear, click here to see the FAQ "I still receive the error message "Paper Jam" after I removed the jammed paper."

If the paper jam occurs frequently, please contact Brother Customer Service from "Contact Us".

To avoid future paper jams, adjust the paper length guide (1) and paper side guides (2) to fit the paper size.

Make sure that the triangular marks (3) on the paper length guide (1) and paper side guides (2) line up with the marks for the paper size you are using.

Case3: The LCD shows "Paper Jam [Front, Rear]"

Follow the steps below to clear a paper jam at the front and back of your Brother machine.

Unplug your Brother machine from the AC power outlet (electrical socket).

Make sure you remove paper from the manual feed slot, and then close it.
Pull paper tray #1 (1) completely out of your Brother machine.
If your machine has paper tray #2 (2), pull it out of your machine, too.
Pull out the jammed paper (1).
Lift the flap, and remove the jammed paper. (With trays removed, go to step 5.)
Open the Jam Clear Cover (1) at the back of your Brother machine.
Pull the jammed paper out of your Brother machine.
Close the Jam Clear Cover. Make sure the cover is closed properly.
Put paper tray #1 (1) firmly back in your Brother machine.
If your machine has paper tray #2 (2), put it back in your machine, too.

Make sure the paper length guide is set to the correct paper size. DO NOT extend the paper tray when you load A5 or smaller size paper.
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.
2. Use your hand to move the print head and remove any pieces of paper remaining under the print head.
Unplug the machine from the power source before you move the print head using your hand.
1. Carefully check the left (2) and right (3) side corners and remove any pieces of paper.
- If the print head is at the right corner as shown in the illustration below, you cannot move the print head using your hand. Plug the power cord back into the AC power outlet (electrical socket). Hold down Stop/Exit until the print head moves to the middle so that the right hand corner can be checked.
- If ink gets on your skin or clothing immediately wash it off with soap or detergent.
Gently close the scanner cover using the finger holds on each side.

Make sure you pull out the paper support (1) until it clicks, and then unfold the paper support flap (2).
Plug the power cord back into the AC power outlet (electrical socket).
Verify the error message is cleared.

If the error message continues to appear, click here to see the FAQ "I still receive the error message "Paper Jam" after I removed the jammed paper."

If the paper jam occurs frequently, please contact Brother Customer Service from "Contact Us".

To avoid future paper jams, adjust the paper length guide (1) and paper side guides (2) to fit the paper size.

Make sure that the triangular marks (3) on the paper length guide (1) and paper side guides (2) line up with the marks for the paper size you are using.