Thank you for your feedback

Lexmark MS911 & MX910 – Troubleshooting 191.10, 192.10, 193.10, 194.10 and 195.10 Error Codes

Document ID:SO7576

Usergroup :External
08/21/14 Properties  


19x.10; How to properly clear jam; Paper stuck in feed rollers; Service engine error


What you will see

The printer posts any of the following error codes:

  • 191.10 – Tray 1 lift plate did not move to the correct…
  • 192.10 – Tray 2 lift plate did not move to the correct…
  • 193.10 – Tray 3 lift plate did not move to the correct…
  • 194.10 – Tray 4 lift plate did not move to the correct…
  • 195.10 – Tray 5 lift plate did not move to the correct…


Possible cause

Should you get any of the errors listed above, it is possible that a piece of paper is stuck behind the relevant tray. This usually happens after getting a 200.xx paper jam.

If the paper is stuck in the feed area of the associated tray, opening that tray in an attempt to remove the jam might result in the paper getting pushed behind the tray when it is closed, as shown below.

Click Image to Enlarge
Partially fed sheet of paper that was pushed behind the tray when it was closed, resulting in a 19x.10 error code.



How to avoid getting the error

When removing partially fed paper, especially those that are stuck in the feed area, DO NOT attempt to remove it by opening first the standard trays. Remove the paper jam by following the procedure below:

Step Action Click Image to Enlarge




Open door C (Figure 1a and 1b) or D (Figure 1b and 1d) depending on the jam's location. Make sure that it does not hit any cable attached to the printer.


Figure 1a

Figure 1b

Figure 1c

Figure 1d




Remove the jammed paper from any of the following locations:

  • Figure 2a – Fuser Area
  • Figure 2b – Below the fuser area
  • Figure 2c & d – Duplex area
  • Figure 2e – Above the duplex area

Note: Make sure that all paper fragments are removed.

CAUTION—HOT SURFACE: The inside of the printer might be hot. To reduce the risk of injury from a hot component, allow the surface to cool before touching it.


Figure 2a

Figure 2b

Figure 2c

Figure 2d

Figure 2e



What to do if you are unable to remove the paper or clear the error

Please contact Lexmark Technical Support to set up service for the printer:

  • If you already received one of the service engine errors stated above.
  • If a piece of paper has already been pushed behind the tray and you are unable to remove it.
  • If you are unable to clear the error code even after removing the stuck paper.



Contacting Lexmark

If you require additional assistance, please close this window and locate  Get In Touch with Lexmark! for contact information. NOTE: When calling for support, you will need your printer model/machine type and serial number (SN). If you need help locating these, click here.

Please be near the products described in this article to expedite the support process and reduce callbacks.




Please enter the email address you would like to send a copy of this page to.