OKI B432, MB472 and MB492: Paper Jam 370–392 — How to Remove the Paper and Clear the Error

Last Updated on 16.08.2026 by DriverNew

When paper jams, an OKI B432, MB472 or MB492 displays PAPER JAM and a code from 370 to 392. The code does not indicate the cause of the jam, but the area where the sheet failed to pass the next sensor. Therefore, paper may be visible near the tray even though you also need to check the internal, output or duplex paper path.

Sometimes the user removes the main sheet, but the message does not disappear. Usually, a small piece of paper remains inside, a required cover is not closed, the image drum is installed incorrectly, or paper is still present in another part of the paper path. The error is cleared on the device itself, not by removing the driver or the Windows print queue.

Models covered by this guide

The main codes and the safe inspection procedure apply to the following devices:

• OKI B412dn, B432dn, B432dnw and B512dn;
• OKI ES4132dn and ES5112dn;
• OKI MB472dn, MB472dnw, MB492dn and MB562dnw;
• OKI ES4172LP MFP, ES4192 MFP, ES5162 MFP and ES5162LP MFP.

On the B series, the top cover of the printer itself opens. On the MB472, MB492 and MB562, you must first lift the scanner unit and then open the top cover of the printing mechanism. Do not try to open the MFP top cover without first lifting the scanner unit.

What each paper jam code means

Code	Where to look for paper	First action
370, 371, 372	MB472/MB492: near the fuser unit, image drum or transfer unit. B432: code 372 — duplex paper path	Open the upper section and check the internal paper path; on the B432, also check the rear cover
380	Paper entry into the internal paper path	Open the top cover and check the area under the image drum
381	Paper transport under the image drum	Remove the image drum with the toner cartridge and inspect the paper path
382, 385	Paper output area or fuser unit area	Check the upper and rear sections without touching the hot fuser unit
389	Internal or output paper path; the page being printed may have been lost	Check the image drum and output areas, then reprint the required page
390	Feed from the MP Tray	Remove media from the multipurpose tray and check the feed rollers
391	Tray 1	Pull the main tray completely out
392	Tray 2	Pull the optional tray completely out

Code 400 PAPER SIZE ERROR may appear after a sheet of the wrong size is fed. This is not a normal paper jam code: check the actual paper size, guides and Paper Size setting, then remove any sheet left inside.

Before opening the device

1. Cancel printing if the device allows you to do so.
2. Write down the error code and the name of the cover or tray that the device asks you to open.
3. Remove documents from the ADF and scanner glass on the MB472/MB492.
4. Turn off the device and wait until the mechanisms stop.
5. If the jam is near the output area or fuser unit, allow the internal parts to cool down.
6. Clear enough space in front of and behind the device so that the covers and trays can open fully.

Step 1. Clear code 391 or 392 near the tray

391 refers to Tray 1, while 392 refers to the optional Tray 2.

1. Pull the tray indicated on the display completely out.
2. If the sheet protrudes from the printer feed opening, hold it with both hands.
3. Slowly pull the sheet straight out without twisting it.
4. Inspect the feed opening with a flashlight. Remove visible scraps with your fingers without pressing on the sensors or rollers.
5. Remove the paper from the cassette and check whether there is a bent or folded sheet underneath.
6. Align the stack on a flat surface.
7. Move the side and rear guides precisely against the edges of the paper.
8. Do not exceed the maximum fill mark.
9. Insert the tray fully back into the device.
10. On the B432, open and close the top cover.
11. On the MB472/MB492, lift the scanner unit, open the top cover, then close both sections firmly.

Opening and closing the top cover is required even if the entire sheet was removed through the cassette. This makes the device check the paper path again and clear the ALARM state.

Step 2. Clear code 390 when feeding from the MP Tray

1. Remove all paper, envelopes or labels from the MP Tray.
2. If the edge of a sheet is visible at the feed opening, carefully pull it in the direction in which it comes out freely.
3. Check whether a label has stuck to the feed roller. Do not use a label sheet if even one label is missing from it.
4. Open the top cover. On an MFP, lift the scanner unit first.
5. Remove the image drum assembly with the toner cartridge by its handle.
6. Open the transparent registration guide.
7. Find the leading edge of the jammed sheet.
8. Pull the paper slowly with both hands so that it does not tear.
9. Return the transparent guide to its original position.
10. Install the image drum so that the side guide pins enter the corresponding slots.
11. Close the top cover and the scanner unit.

Before loading the MP Tray again, straighten the media and move the guides against its edges. For envelopes, labels and heavy paper, specify the correct Size, Type and Weight in the driver and on the device control panel.

Step 3. Clear codes 380, 381, 382, 385 or 389

These codes refer to the internal and output paper paths. Even if the paper is visible from the rear, first determine from which side it can be removed without force.

1. On the B432, open the top cover. On the MB472/MB492, lift the scanner unit, press the open button and raise the top cover.
2. Do not touch the fuser unit.
3. Hold the image drum with the installed toner cartridge by the handle and carefully remove the entire assembly.
4. Place the assembly on a clean, flat surface and cover it with paper.
5. Lift the transparent registration guide.
6. If the leading edge of the sheet is visible, hold it with both hands and slowly pull it out.
7. If only the middle of the sheet is visible, carefully move it until an edge appears. Do not turn the rollers with a tool.
8. If the paper is visible inside under the top cover, pull it toward the inside of the device rather than forcing it backward through the fuser unit.
9. If the sheet is visible only in the output tray, slowly remove it by the free edge.
10. If the sheet does not come out, open the rear cover or rear output and check whether its edge has been released. Do not force it through a stationary fuser unit.
11. Inspect the area where the sheet was crumpled: a narrow strip of paper often remains there.
12. Close the transparent guide.
13. Install the image drum with the toner cartridge in the guides without tilting it.
14. Close the top and rear covers. On an MFP, then lower the scanner unit.

With code 389, after printing is restored, check the page numbering of the document: the page that was in the paper path when the error occurred may not have been printed.

Step 4. Clear code 372 on B412, B432 or B512

On B-series printers, code 372 indicates a jam near the duplex unit.

1. Open the rear cover and check whether the sheet is visible in the duplex paper path.
2. If the sheet comes out freely, slowly remove it with both hands.
3. If the paper is not visible or does not move without force, close the rear cover and open the top cover.
4. Remove the image drum with the toner cartridge and protect it from light.
5. Turn the two blue handles of the transfer unit toward you to unlock it.
6. Hold the transfer unit by both handles and remove it smoothly.
7. Remove the paper from the duplex paper path. Check the entire length of the sheet and look for torn corners.
8. Do not touch the sponge roller of the transfer unit.
9. When reinstalling the transfer unit, first insert its front projections into the holders in the printer body.
10. Align the rear projections near the handles with the mounting holes.
11. Lower the unit and turn both handles to the locked position.
12. Install the image drum with the toner cartridge in the guides.
13. Close the top and rear covers firmly.

If the transfer unit does not sit evenly, do not force the cover closed. Remove the unit again, align the front and rear projections, and make sure both handles are in the same position.

Step 5. Clear codes 370, 371 or 372 on MB472, MB492 or MB562

On these MFPs, check the area around the image drum, transfer unit and fuser unit.

1. Remove documents from the ADF and platen glass.
2. Lift the scanner unit.
3. Press the top cover open button and open the cover fully.
4. Hold the image drum assembly with the toner cartridge by the handle with both hands and remove it.
5. Place the assembly on a flat surface and cover it with clean paper.
6. Lift the two blue handles of the transfer unit to unlock it.
7. Holding both handles, smoothly remove the transfer unit.
8. Remove the jammed paper with a slow, steady motion.
9. Inspect the paper path across its full width and remove all scraps.
10. Do not touch the sponge roller of the transfer unit.
11. Align the left and right projections of the transfer unit with the holders inside the MFP.
12. Lower the unit and insert the rear projections near the handles into the mounting holes.
13. Turn both handles to the locked position.
14. Align the side pins of the image drum with the slots and reinstall the assembly.
15. Close the top cover, then lower the scanner unit.

A transfer unit that is not fully locked, or an image drum installed outside its guides, may leave the error active or cause a new noise when the device is turned on. If a part does not install freely, do not force it.

If the sheet is visible near the output but cannot be pulled out

1. Do not jerk the sheet backward.
2. Open the top cover and determine whether the same sheet is visible from inside.
3. If the sheet is accessible under the top cover, remove it toward the inside of the printer.
4. If only the output edge is accessible, open the rear output and pull the sheet in the direction of the paper path.
5. Hold the sheet across its full width with both hands.
6. If the paper does not move with light force, stop. It may be trapped in the fuser unit.
7. After the device cools down, check the sheet edge again. If it remains trapped, contact a service center without disassembling the fuser unit.

Damage to the fuser film or pressure roller causes repeated jams and expensive repairs. Protecting the component is more important than trying to pull the sheet out yourself at any cost.

Why the Paper Jam message does not disappear

Symptom	Likely cause	What to check
The sheet has been removed, but the same code remains	A small paper scrap remains inside	The area where the sheet tore or crumpled
No paper is visible, and the error appeared immediately after reassembly	The image drum or transfer unit is not fully installed	Guide pins and the position of both blue handles
The cover appears closed, but the error does not clear	One edge of the cover has not latched	Top cover, rear cover and scanner unit
The sheet immediately crumples again after the device is turned on	A fragment remains in the paper path, or a roller or sensor is faulty	The location of the repeated crumpling; stop printing after the second attempt
The control panel shows Ready, but Windows still reports a paper jam	The print queue status has not refreshed	Cancel the failed job and refresh the queue

How to find a small piece of torn paper

1. Place all removed pieces on a table.
2. Compare them with a complete sheet of the same size.
3. If the pieces do not form a complete rectangle, determine which edge is missing.
4. With the device turned off, use a flashlight to illuminate the corresponding side of the paper path.
5. Check the tray feed area, transparent guide, area under the image drum, output area and duplex paper path.
6. Remove only a fragment that is freely accessible. Do not pry at sensor parts.
7. After checking, reinstall all units and fully open and close the required cover.

There are small movable sensor flags in the paper path. If no paper is found but the same code appears before feeding starts, a flag may be blocked or damaged. Do not bend it manually and do not blow compressed air into the device with a powerful jet.

How to resume printing correctly

1. Make sure the device control panel shows Ready or the normal ready screen.
2. Open the Windows print queue.
3. Cancel the job during which the jam occurred if it remains in an error state.
4. Check the printed pages and determine which page is missing.
5. For testing, print one simple page.
6. If it prints normally, resend the remaining part of the document.
7. If the device jams a sheet again in the same place, stop repeated attempts and investigate the cause.

Why paper jams repeatedly

Cause	How to fix it
The paper is damp or has accumulated static electricity	Open a new, dry pack and store paper in closed packaging
The sheets are bent, crumpled or curled	Replace damaged sheets; do not try to straighten severely deformed paper in the tray
The edges of the stack are not aligned	Fan the stack, align it on a flat surface and reload it
New paper was added on top of old paper	Remove all paper, combine both stacks, align the edges and load them together
The guides are too loose or squeeze the sheets	Move the guides precisely against the edges without bending the paper
The paper is too thin, too heavy or of an unsuitable type	Check the supported paper weight and use the MP Tray for special media
A previously printed sheet is being reused	Do not load it in Tray 1 or Tray 2; if permitted, use the MP Tray
The device is installed at an angle	Place it on a stable, level surface

When to stop troubleshooting yourself

• Paper is trapped inside the fuser unit and does not move without significant force.
• A cracking, grinding or knocking sound is heard after every power-on.
• The same code appears before paper feeding begins.
• Damaged fuser film, a broken guide or a detached roller is visible.
• The transfer unit or image drum cannot be installed in the guides.
• The jam repeats with new, suitable paper after the entire accessible paper path has been cleared.

In these cases, write down the model and code, do not send any new jobs, and contact a service center. Repeatedly turning on the device with a trapped fragment may damage the rollers, image drum or fuser unit.