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John, Computer Science Engineer
Category: Printers
Satisfied Customers: 5077
Experience:  CompTIA A+ & Microsoft Certified Professional with 15 years of experience repairing computers and printers.
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I get the mesage "clean the pick-up roller tray" I cleaned

Customer Question

I get the mesage "clean the pick-up roller for the tray"
I cleaned it the first time and it printed out 5 pictures aNd I got the message again' I hAVE
Submitted: 1 year ago.
Category: Printers
Customer: replied 1 year ago.
The first time this happened they connected me to someone from India and I was charged 73. dollars more than the [printer cost. It needs more ink but I refuse to add it until the printer is working. I shooulkd get a new printer and it won;t be a Brother
I wouild have you connect my device but what would be the cost?
Expert:  Russell H. replied 1 year ago.

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

Is the message on the printer itself?

If so, connecting remotely will not be needed. That is a message about the internal workings of the printer, and does not involve the computer (or its control of the printer) in the least, I am sure.

(The price for remote control for this sort of case, I cannot cite... I have no power whatever to set prices. As an Expert at JustAnswer, I provide help with technical problems.)

Are you using genuine Brother toner supplies? is a question that needs to be asked.

And, is there build-up of toner on the pickup roller? visibly, I mean.

And lastly: Is there an error code number, accompanying the error message? if so, what is the error code, please?

Customer: replied 1 year ago.
The message is on the little window of the printer. I have never used anything but Brother ink.
I could not see any sort of build up on the rollers. I was told when I paid the 73.00 that the roller pickup was the 6 gray small rollers near the front. Have never seen any other rollers. I turn the printer up on its back so that I can see underneath.
Expert:  Russell H. replied 1 year ago.

I think the 73 dollar charge was not from If you would like to check with Customer Support at as to whether that was charged by, just inquire at


since I have no power over billing charges and payments, and cannot access such information.

I will have to ask one more question: what model # ***** ***** Brother printer, please?

Customer: replied 1 year ago.
there is no error code on the window or messageJust the message No paper feed again
Clean the pickup roller for the tray
The model is MFC-J480OW
Expert:  Russell H. replied 1 year ago.

Thank you for the information.

When you cleaned the pickup rollers, did you also clean, similarly, the pickup pad(s) in the paper tray(s)? as shown in this diagram:

That might be necessary also.

What puzzles me is, the error message's exact format. There is no such exact wording of such an error message that I can find anywhere... except in reference to an Okidata MC860 printer. Apparently the error message is, essentially, undocumented in that form.