C Troubleshooting and routine maintenance

Troubleshooting

If you think there is a problem with your machine, check the chart below and follow the troubleshooting tips.
Most problems can be easily resolved by yourself. If you need additional help, the Brother Solutions Center offers the latest FAQs and troubleshooting tips.
Visit us at http://solutions.brother.com/.

If you are having difficulty with your machine

Check the chart below and follow the troubleshooting tips.
Copy difficulties
Difficulties
Suggestions
Vertical black line appears in copies.
Black vertical lines on copies are typically caused by dirt or correction fluid on the glass strip, or one or more corona wires are dirty. (See Cleaning the scanner glass and Cleaning the corona wires.)
Copies are blank.
Make sure you are loading the document correctly. (See Using the automatic document feeder (ADF) or Using the scanner glass.)
Printing difficulties
Difficulties
Suggestions
No printout.
Check that the machine is plugged in and the power switch is turned on.
Check that the toner cartridge and drum unit are installed correctly. (See Replacing the drum units.)
Check the interface cable connection on both the machine and your computer. (See the Quick Setup Guide.)
Check that the correct printer driver has been installed and chosen.
Check to see if the LCD is showing an error message. (See Error and maintenance messages.)
Check the machine is online: (Windows Vista®) Click the Start button, Control Panel, Hardware and Sound, and then Printers. Right-click Brother DCP-9010CN Printer. Make sure that Use Printer Offline is unchecked. (Windows® XP and Windows Server® 2003) Click the Start button and choose Printers and Faxes. Right-click Brother DCP-9010CN Printer. Make sure that Use Printer Offline is unchecked. (Windows® 2000) Click the Start button and choose Settings and then Printers. Right-click Brother DCP-9010CN Printer. Make sure that Use Printer Offline is unchecked.
The machine prints unexpectedly or it prints garbage.
Pull out the paper tray and wait until the machine stops printing. Then turn off the machine and disconnect from the power for several minutes.
Check the settings in your application to make sure it is set up to work with your machine.
The machine prints the first couple of pages correctly, then some pages have text missing.
Check the settings in your application to make sure that it is set up to work with your machine.
Your computer is not recognising the machine’s input buffer’s full signal. Make sure that you connected the interface cable correctly. (See the Quick Setup Guide.)
The headers or footers appear when the document displays on the screen but they do not show up when it is printed.
There is an unprintable area on the top and bottom of the page. Adjust the top and bottom margins in your document to allow for this. (See Unprintable area.)
The machine is not printing or has stopped printing.
Press Job Cancel.
As the machine cancels the job and clears it from the memory it may produce an incomplete printout.
Scanning difficulties
Difficulties
Suggestions
TWAIN errors appear while scanning.
Make sure that the Brother TWAIN driver is chosen as the primary source. In PaperPort™ 11SE, click File, Scan or Get Photo and choose the Brother TWAIN driver.
OCR does not work.
Try increasing the scanning resolution.
Network scanning does not work.
Software difficulties
Difficulties
Suggestions
Cannot install software or print.
Run the Repair MFL-Pro Suite program on the CD-ROM. This program will repair and reinstall the software.
Cannot perform ‘2 in 1’ or ‘4 in 1’ printing.
Check that the paper size setting in the application and in the printer driver are the same.
The machine does not print from Adobe® Illustrator®.
Try to reduce the print resolution. (See Advanced tab in the Software User’s Guide on the CD-ROM.)
Paper handling difficulties
Difficulties
Suggestions
The machine does not load paper.
The LCD shows No Paper or a Paper Jam message.
If there is no paper, load a new stack of paper into the paper tray.
If there is paper in the paper tray, make sure it is straight. If the paper is curled, you should straighten it. Sometimes it is helpful to remove the paper, turn the stack over and put it back into the paper tray.
Reduce the amount of paper in the paper tray, and then try again.
Make sure that manual feed mode is not chosen in the printer driver.
Clean the paper pick-up roller. See Cleaning the paper pick-up rollers.
If the LCD shows the Paper Jam message and you still have a problem, see Paper jams.
The machine does not feed paper from the manual feed slot.
Make sure that Manual is chosen in the printer driver.
Make sure the paper or print media is loaded correctly in the manual feed slot. See Loading paper in the manual feed slot.
How do I print on envelopes?
You can load envelopes from the manual feed slot. Your application must be set up to print the envelope size you are using. This is usually done in the Page Setup or Document Setup menu of your application. (See your application’s manual for more information.)
What paper can I use?
You can use thin paper, plain paper, thick paper, bond paper, recycled paper, envelopes and labels that are made for laser machines. (For details, see Acceptable paper and other print media.)
There is a paper jam.
Clear the jammed paper. (See Paper jams.)
Print quality difficulties
Difficulties
Suggestions
Printed pages are curled.
Low quality thin or thick paper or not printing on the recommended side of the paper could cause this problem. Try turning over the stack of paper in the paper tray.
Make sure that you choose the Paper Type that suits the print media type you are using. (See Acceptable paper and other print media.)
Printed pages are smeared.
The Paper Type setting may be incorrect for the type of print media you are using, or the print media may be too thick or have a rough surface. (See Acceptable paper and other print media and Basic tab in the Software User’s Guide on the CD-ROM.)
Printouts are too light.
If this problem occurs when making copies, set Toner Save mode to Off in the machine menu settings. (See Toner Save.)
Set Toner Save mode to Off in the Advanced tab in the printer driver. (See Advanced tab in the Software User’s Guide on the CD-ROM.)
In the Basic tab of the printer driver, click the Settings button and check the Enhance Black Printing check box.
Network difficulties
Difficulties
Suggestions
Cannot print over a wired Network.
If you are having Network problems see the Network User’s Guide on the CD-ROM for more information.
Make sure your machine is powered on and is on-line and in the Ready mode. Print the Network Configuration list to see your current Network settings. (See Network Configuration List.) Reconnect the LAN cable to the hub to verify that the cable and network connections are good. If possible, try connecting the machine to a different port on your hub using a different cable. If the connections are good, the lower LED of the back panel of the machine will be green.
The network scanning feature does not work.
The network printing feature does not work.
(Windows®) The firewall setting on your PC may be rejecting the necessary network connection. Follow the instructions below to configure Windows® Firewall. If you are using other personal firewall software, see the User’s Guide for your software or contact the software manufacturer.
(Windows® XP SP2)
1
Click the Start button, Control Panel, Network and Internet Connections and then Windows Firewall. Make sure that Windows Firewall on the General tab is set to On.
2
Click the Advanced tab and Settings...
3
Click the Add button.
4
To add port 54925 for network scanning, enter the information below:
1. In Description of service: Enter any description, for example “Brother Scanner”.
2. In Name or IP address (for example 192.168.0.12) of the computer hosting this service on your network: Enter “Localhost”.
3. In External Port number for this service: Enter “54925”.
4. In Internal Port number for this service: Enter “54925”.
5. Make sure UDP is chosen.
6. Click OK.
5
If you still have trouble with your network connection, click the Add button.
6
To add port 137 for network scanning and network printing, enter the information below:
1. In Description of service: Enter any description, for example “Brother network scanning”.
2. In Name or IP address (for example 192.168.0.12) of the computer hosting this service on your network: Enter “Localhost”.
3. In External Port number for this service: Enter “137”.
4. In Internal Port number for this service: Enter “137”.
5. Make sure UDP is chosen.
6. Click OK.
7
Make sure that the new setting is added and is checked, and then click OK.
(Windows Vista®)
1
Click the Start button, Control Panel, Network and Internet, Windows Firewall and click Change settings.
2
When the User Account Control screen appears, do the following.
Users who have administrator rights: Click Continue.
For users who do not have administrator rights: Enter the administrator password and click OK.
3
Make sure that Windows Firewall on the General tab is set to On.
4
Click the Exceptions tab.
5
Click the Add port... button.
6
To add port 54925 for network scanning, enter the information below:
1. In Name: Enter any description. (for example “Brother Scanner”)
2. In Port number: Enter “54925”.
3. Make sure UDP is chosen. Then click OK.
7
Make sure that the new setting is added and is checked, and then click OK.
8
If you still have trouble with your network connection such as network scanning or printing, check File and Printer Sharing box in the Exceptions tab and then click OK.
Your computer cannot find your machine.
(Windows®) The firewall setting on your PC may be rejecting the necessary network connection. (For details, see the instructions above.)
(Macintosh) Re-select your machine in the Device Selector application located in Macintosh HD/Library/Printers/Brother/Utilities/DeviceSelector or from the Model pop-up menu of ControlCenter2.
Other
Difficulties
Suggestions
The machine will not turn on.
Adverse conditions on the power connection (such as lightning or a power surge) may have triggered the machine’s internal safety mechanisms. Turn the machine off and unplug the power cord. Wait for ten minutes, then plug in the power cord and turn the machine on.
If the problem is not solved, turn off the machine. Plug the power cord into a different known working outlet and turn on the machine.