Paper Jam in the Document Feeder

Step 1: Remove any paper jammed in the feeder, clean the feed rollers, and inspect the mylar tabs

Step 2: Manually feed a sheet of cardstock through the feeder to dislodge any blockage

Step 3: Reset the software using the All Software option or power the printer off and on

Step 4: Replace the top roller of the Document Feeder

Materials needed:

• A clean, lint-free cloth moistened with water.

• A sheet of cardstock.

NOTE: This article assumes that you are using originals that are in good condition and not torn, wrinkled or damaged. If necessary, make a new copied or printed original.  Make sure to insert the original documents face-up in the document feeder, with the top of the page entering the feeder first, and adjust the paper guides so that they fit against the original documents. 

Step 1: Remove any paper jammed in the feeder, clean the feed rollers, and inspect the mylar tabs

1. Lift the lever and open the top cover of the document feeder.
   
   
   
   

2. If the original is not caught in the entry to the document feeder, pull it straight out.
   
   
   
   

3. If the message on the control panel instructs you to turn the green wheel, turn it in the direction shown. Turn the green wheel to move the original out of the feeder.
   
   
   
   

4. While turning the rollers, wipe them with a clean, lint-free cloth moistened with water.
   
   
   
   
   

5. If the message instructs you to open the inner cover, lift the lever with the green tab to open the inner cover. Turn the green wheel in the direction shown to move the original out of the feeder. Carefully remove the jammed original.
   
   
   
   

6. Close the inner cover, then close the top cover, pressing it down until it clicks into place.

7. If the original is not visible when the top cover is opened, lift the document cover and remove the original.
   
   
   
   

8. With the cover open, check the mylar tabs to make sure they are positioned properly.

   1. Look at the mylars (clear plastic) on the left-hand side.

   2. If any of the mylars are folded under, gently pull them out.
      
      
      
      

   3. Close the cover.

9. If the original is not visible when the Document Cover is opened, lift up the document feeder tray, remove the paper and then lower the tray back into position.
   
   
   
   

10. If the original is not wrinkled or torn, load it into the feeder again following the instructions on the touch screen and try your job again.  Torn, wrinkled, or folded originals can cause jams and damage the printer. To copy torn, wrinkled, or folded originals, use the document glass.
    
    NOTE: After clearing a jam in the feeder, reload the entire document including the pages already scanned. The printer automatically skips the scanned pages and scans the remaining pages.
    
    

11. If the problem persists, continue with the next step.

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Step 2: Manually feed a sheet of cardstock through the feeder to dislodge any blockage

1. Lift the lever and open the Top Cover of the feeder, and then lift up the Document Cover.

2. Slide the cardstock (heavyweight paper) down the feed chute until you feel firm resistance from the rollers

3. turn the bright green jam clearance wheel 2-3 notches to the left (towards the cardstock)

4. Lift the document handler enough that you can see the document glass, then continue rolling the green wheel to the left until the cardstock drops out the bottom (see note at the end of this step if it gets stuck)
   

5. Close both covers and try your job again.

6. If the problem persists, continue with the next step.

NOTE: If the cardstock gets stuck lift the document handler and look for the edge of the cardstock to the left underneath; if you can see it try to clear whatever it is stuck on: A blunt straight edge can be used to unfold clear plastic tabs wrapped around the cardstock or free debris like paper clips. Do Not attempt to remove the metal parts connected with screws.

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Step 3:  Reset the software using the All Software option or power the printer off and on

NOTE: A software reset and powering the printer off and on will perform many of the same tasks; however, the main differences are a software reset clears the Temporary Files from the System and the Network Controller, and powering off and on shuts down the printer and clear any data in the Volatile Memory. 

CAUTION: Depending on the state of the printer, a software reset may delete all pending jobs from the print queue.

IMPORTANT: Using Software Resets to restart the printer is faster and wastes fewer consumables than powering the printer off and on.

It is best to perform a Software Reset first. 

1. Login as System Administrator at the control panel.

   1. At the device control panel touch screen, touch Log In.

   2. Type admin, then touch Next.

   3. Type the administrator password, then touch Done.

2. Touch Device, then touch Tools.

3. Touch Troubleshooting > Resets > Software Resets.

4. For Reset Options, select All Software, then touch Restart.

5. Logout of the printer.

If the Software Reset does not achieve the expected results, or the Reset function is restricted by a System Administrator, perform a power off the printer, wait two minutes, then power the printer back on.

Power the printer off and on:

The printer has two power switches. The main power switch is located behind the front door, controls the main power to the printer. The Power/Wake button located on the control panel, controls power to the printer electronic components, and when powered off, initiates a software-controlled shutdown. The preferred method to power on and off the printer is to use the Power/Wake button.

CAUTION: Do not plug or unplug the power cord while the power switch is in the On position.

1. At the printer control panel, touch the Power/Wake button, and then touch the Power Off.

2. If the printer does not respond to a single press of the Power/Wake button, then press and hold the button for 5 seconds. A please wait message is displayed while the printer powers down. After 10 seconds, the touch screen goes dark and the Power/Wake button flashes until the printer has completed powering down.

3. Open the front door and power off the Main Power switch.

4. Close the front door.

5. Wait 2 minutes, and then open the front door.

6. Power on the printer using the Main Power switch, and then close the door.

7. On the control panel, press the Power/Wake button, and then touch Power On.

8. Try your job again. If the problem persists, contact Support for additional assistance

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Step 4: Replace the Top Roller of the Document Feeder

If paper feed issues continue to occur even after manually feeding a sheet of cardstock through the feeder, replace the top roller.

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