FAQs & Troubleshooting

Check the paper feed path and ensure there is nothing blocking the feed path.
If the feed path is clear and the problem remains, perform the following steps:

1. Ensure that the scanner is connected directly to a working USB port on the computer.
   Try connecting the scanner to a USB port on the computer that is working with another device.
   
   
2. Check if the USB cable is 2 meters (6 feet) or less in length.
   Try connecting the scanner and computer with a USB cable that is working with another machine; connect the scanner directly to the computer.
   
   
3. Open Scanner Properties. (Click here to see the details of how to open Scanner Properties.)
   
   
   • If you find and open the Scanner Properties, go to STEP 4.
     
     
   • If you cannot find the DSmobile XXX (XXX = your model name) icon in the Scanners and Cameras Properties dialog box, do the following steps.
     
     
     1. Uninstall the driver. Click here to see the instruction on how to uninstall the scanner drivers.
        
        
     2. Reinstall the driver. Click here to see the instruction on how to install driver.
     
     If the problem remains, your scanner may require service. Please contact Brother Customer Service from "Contact Us".
   
   
4. Click the General tab and Test Scanner or Cameras.
   
   
   • If the test was successful and during an attempt to scan the scanner is making noise but the paper does not feed, your scanner may require service. Please contact Brother Customer Service from "Contact Us".
     
     
   • If the above test was successful and while scanning the scanner makes a noise and not feeding paper, uninstall the application software from the control panel using Uninstall a Program (Add or Remove programs) first and reinstall the application software. To reinstall the application software, click here to see the instruction on how to install DSmobile Scan application. If the original problem remains, your scanner may require service. Please contact Brother Customer Service from "Contact Us".
     
     
   • If the test fails your scanner may require service. Please contact Brother Customer Service from "Contact Us".