How to remove

Jammed Paper

C910/C910dm/C920wt/C9600/C9650/
C9655/C9800/C9850/C9800mfp/
C9850mfp/ES3640/ES3640a3/ES3640e/
ES9410/ES9410dm/ES9420wt
Rev.1
Paper Jams
Paper jams occasionally occur due to paper misfeeding from a paper tray or at any point on the paper
path through the printer. When a jam occurs, the printer immediately stops and the ATTENTION LED on
the Operator Panel informs you of the event.

For example:

This document explains how to clear them quickly and simply.

If printing multiple pages (or copies), do not assume that having cleared an obvious sheet, others will not
also be stopped somewhere along the path. These must also be removed in order to clear the jam fully
and restore normal operations. Please remove jammed paper carefully so that it doesn’t tear.
However, if it does please ensure that no parts of paper are left inside the printer.

Check the error code displayed on the panel and remove the jammed paper by following the procedures
described in this document.

NOTE: The model shown may look different from your

printer however the basic principles are the same.

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Error codes and Location
Refer to the table below to find the location of the paper jam

Error Code Location on Printer Refer to Page

370 Duplex Unit 4
371 Duplex Unit 4
372 Duplex Unit 4
373 Duplex Unit 4
380 Side Cover 6
381 Inside Printer 6
382 Inside Printer 6
383 Inside Printer/Duplex Unit 4/6
384 Inside Printer 6
390 Multi Purpose Tray 9
391 Paper Tray 1 10
392 Paper Tray 2 10
393 Paper Tray 3 10
394 Paper Tray 4 10
395 Paper Tray 5 10
400 Paper Size Error 10
401 Multi Sheets Error 10
Automatic Document Feeder (ADF) 11

Duplex Multi Purpose Tray/ Inside Paper Trays

Side cover

WARNING!
If the printer has been powered on recently, the fuser will be hot. This area is
clearly labelled. Do not touch.

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Error 370, 371, 372, 373 & 383
A paper jam has occurred in the Duplex Unit.

1. If a Finisher unit is attached to your printer When you can see the bottom edge
unit, press the lever to separate the Finisher unit
from the printer.

When you can’t see the top or the bottom

edge

2. Push the duplex cover release button (1) in

the direction of the arrow and open the cover
(2).

4. Close the cover.

5. Lower the duplex lever and pull out the duplex

unit holding the lever.

3. Carefully remove any jammed paper.

When you can see the top edge

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6. The duplex is in two sections, Front Top Cover
(A) and Rear Top Cover (B). Follow the
instruction below to remove the jammed paper.
7. To unlock the duplex front cover, grip the
cover in the middle and push it inwards until the
notch slides out from the locking position.
8. Lift up the cover and remove any jammed
paper. Then lower the front top cover and slide
it back into the locking position.
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9. To unlock the duplex rear cover, grip the
cover in the middle and push it inwards until
the notch slides out from the locking position.
Lift up the cover and remove any jammed
paper.
10. Close and lock the rear top cover then
push the duplex unit back into position.
11. If the Finisher was detached to gain access
to the duplex unit, replace the Finisher unit.
Error 380, 381, 382, 383 & 384
A paper jam has occurred inside the printer or failed to
exit completely from the printer.
1. Pull the handle at the side of the scanner unit 3. Grip the image drum handle and squeeze tight
and raise it up. to unlock the image drum basket.

4. When you hear a click the basket can be

carefully lifted up.

2. Lift the handle (1) up to open the printers top

cover (2).

5. Carefully remove any paper from the belt.

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6. If paper is jammed in the fuser unit, push the
lock lever in the direction of the arrow (1) to
release the unit. Then holding onto the handle
(2), lift the fuser unit out of the printer and place
it on a flat surface.
9. If paper is jammed near the paper exit, open
the face-up stacker(1) then the inside side cover
(2).

10. Remove the jammed paper.

7. Lift the blue lock levers at each end of the

fuser unit to remove the jammed paper. Push
down the two lock levers.

11. Close the inside side cover (1) and the

face-up stacker (2).

8. Return the fuser unit back into the printer (1)

and push down the lock lever (2)

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12. Lower the image drum basket into position
and check it is locked.

13. Close the top cover and ensure it is latched

closed.

14. Lower the scanner unit.

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Error 390
A paper jam has occurred near the Multi Purpose Tray.

1. If in use, close the Multi Purpose Tray. 4. Close the side cover.

2. Lift the release lever up and pull open the side 5. The Multi Purpose Tray can be opened again
cover. once all paper jams have been removed.

3. Carefully remove the jammed paper.

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Error 391, 392, 393, 394, 395, 400 & 401
A paper jam has occurred while feeding paper from a paper tray.

1. Check the paper in the tray, or the printer for a 4. Carefully remove the jammed paper.
multi-feed or incorrect size of paper.

NOTE: The following instructions show how

to remove jammed paper from Paper Tray 1
however the basic principles are the same for
Tray 2, 3 and 4.

2. Squeeze the catch on Paper Tray 1 and open

the side cover.

5. Put the paper guide back into position and close

the side cover.

3. If the paper guide has become detached from

the side cover, pull it down towards the side
cover until it slots into place.

NOTE: Ensure all paper is undamaged, stacked

properly and the paper guides are properly
positioned against the edges of the paper stack.

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Reversing Automatic Document Feeder (RADF)
A paper jam has occurred in the scanner

1. Press down the ADF release button and open 4. Pull the release button (1) in the direction of
the front cover. the arrow and remove the jammed paper (2).

2. Gently remove the jammed paper. 5. Lower the document tray and close the ADF
cover.

3. If the edge of the document cannot be seen in

the ADF unit, lift the document cover up.

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