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John, Computer Science Engineer
Category: Printers
Satisfied Customers: 5068
Experience:  CompTIA A+ & Microsoft Certified Professional with 15 years of experience repairing computers and printers.
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Red light and paper light are on, but there is paper in the

Customer Question

red light and paper light are on, but there is paper in the tray.
JA: What's the make and model of your printer, and can you guesstimate how old it is?
Customer: brother hl5370dw
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: pc
JA: How long has this been an issue? What happened right before this popped up?
Customer: it had been out of paper for several days, but before that it was operating all right.
JA: Anything else you want the printer expert to know before I connect you?
Customer: no
Submitted: 2 months ago.
Category: Printers
Expert:  Russell H. replied 2 months ago.

Hi, thank you for contacting My name is Russell. I will do my best to provide the right answer to your question.

Please tell me what 'red light' is On, on your Brother HL-series laser printer ?

Expert:  Russell H. replied 2 months ago.

(You can use the Reply To Expert function, to let me know, please.)

Customer: replied 2 months ago.
According to the explanation on the printer, when the red and yellow light are on it means there is a paper jam. But after looking at the printer inside there is no paper jam.
Expert:  Russell H. replied 2 months ago.

Try turning the printer Off for 10 minutes (or longer).

Also, try taking out the toner cartridge/drum assembly, then seating them back into their place, and closing up the printer completely.

Examine the path the paper takes through the printer, with a flashlight if needed at all. Make sure there is not even a small scrap of paper in the printer - such small scraps, often overlooked, can disable a printer persistently, until they are removed.

Let me know what happens, what you find, what results, please. Thanks.

Customer: replied 2 months ago.
Will do.
Expert:  Russell H. replied 2 months ago.

OK. I await your response as to any results.