FAQs & Troubleshooting

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MFC-9970CDW

FAQs & Troubleshooting

FAQs & Troubleshooting

MFC-9970CDW

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Date: 03/12/2019 ID: faq00100489_000

I cannot print using my Brother machine on a wired network. (Windows/macOS)

If you cannot print from your PC on a wired network, follow the steps below.

If you failed to print once, verify the print jobs. If the print jobs remain, delete the print jobs.

> Click here to see how to delete the print jobs.

Follow the steps below to resolve this issue.

 

STEP A: Verify the Brother machine is powered on and there are no errors present

  1. If the machine's display (hereinafter called LCD) is blank, then the Brother machine is not powered on or is in sleep mode. Press any button on the machine to see if it wakes from sleep mode. If it does not, then verify that it is plugged into a working power outlet and any power switches are turned to the ON position.

    NOTE: If you are unable to power on the machine, then this solution does not apply. Go to Troubleshoot this hardware issue.
     
  2. Check the LCD screen for any error messages. An example would be "Paper Jam" or "Ink/Toner Empty". If the LCD screen shows an error this can prevent printing, troubleshoot to clear the particular issue before you continue troubleshooting the PC printing.
     

STEP B: Verify the connection between your Brother machine and your computer

  1. Turn off your Brother machine. Wait a few seconds, then turn it on again.
    Wait at least three minutes for the machine to join the network.
    If the issue continues, go to STEP 2.
     
  2. Check the following points:
    • Verify that the network cable and the power cord of the Brother machine are securely connected. If the power cord is connected to a surge protector or power switch, remove the cord from the device and connect it directly to the power outlet.
       
    • Verify that the Brother machine and your computer are connected by a Peer-to-Peer environment. There is no central server controlling file access or printer sharing.
      Network
       
    • Verify that the Link light of the router or the hub is ON.

If you make any adjustments to the configuration, try restarting your computer. And then make sure that you can print.
If you can print correctly, the issue is resolved.

 

If the issue continues, go to STEP C.

 

> STEP C (Windows): Use the Network Connection Repair Tool
> STEP C (Mac): Verify the IP Address

 

 

STEP C (Windows): Use the Network Connection Repair Tool

Use the Network Connection Repair Tool, which can automatically locate and update your Brother machine's IP address within your printer driver.

> Click here to see how to use the Network Connection Repair Tool.

 

If you can print correctly using the Print Test Page button, the issue is resolved.

If the Network Connection Repair Tool could not resolve the issue, go to STEP D (Windows).

 

 

STEP D (Windows): Uninstall and reinstall the Brother drivers

  1. Uninstall the Brother driver. (Click here to see how to uninstall the driver.)
     
  2. Download the latest Full Driver & Software Package and re-install it. The installation instructions are available on the download page.
    > Click here to download Full Driver & Software Package in the Downloads section.

    If a firewall is detected, select Change the Firewall port settings to enable network connection and continue with the installation (Recommended). You may have to click Next to continue.

    (For AntiVirus Software Users)
    If you are using AntiVirus Software, a warning dialog window might appear during the installation, then select allow to continue.
    If you did not accept the security alert dialog box, the firewall function of your security software may be rejecting access.
    Some security software might block access without showing a security alert dialog box. To allow access, see the instructions for your security software or ask the manufacturer.

    If the firewall blocks network communication, we recommend adding the following Internal/External ports in your firewall:

    • For network scanning, add UDP port 54925.
    • For network printing/scanning, add UDP port 137 and 161.

 

 

STEP C (macOS) : Verify the IP Address

Verify that both IP addresses of your computer and the Brother machine are correct and located in the same segmentation following the instructions below:

 

I: How to check the IP address of your computer
  1. Click Apple Menu and select System Preferences....

    SystemPreferences
     
  2. Click Network.

    Network
     
  3. Click Advanced.

    Advanced
     
  4. Click TCP/IP and check the IPv4 Address and Subnet Mask.

    TCP/IP

    Make sure that the Subnet Mask is "255.255.255.0".
    If your Subnet Mask is different, consult a network administrator to resolve the issue. (This FAQ is not applicable for your network environment.)
    If your Subnet Mask is 255.255.255.0, continue to the following instructions below.

 

II: How to check the IP address of your Brother machine

If your Brother machine was purchased Network Ready, then the IP address can be determined via the control panel of the Brother machine or by printing a Report Page which is called Network Configuration Report. For more information on how to find the IP address on the control panel of the machine or print a Report Page, refer to the Online User's Guide or Software and Network User's Guide or Network User's Guide for your machine.

> The latest Online User's Guide or Software and Network User's Guide or Network User's Guide are available in the Manuals section.

 

III: How to verify that both IP addresses of your computer and the Brother machine are correct and located in the same segmentation.

 

III-1: Make sure all the followings points from a to c are applicable for both IP addresses of your computer and your Brother machine.

 

  1. The addresses (bold texts) are same as below:
    PC IP address: 192.168.1.2
    Brother machine IP address: 192.168.1.199
  2. The end addresses are different and the address is within 2-254.
  3. The addresses are unique among all connected devices on your network environment.

III-2: Check the chart listed below.

 

If both IP addresses are following all the above points, check Case A.
If either IP address is not following one of the above points, check Case B.

You can check the Boot Method or IP Config listed in the User Settings or Network Configuration Report.

Case A: IP addresses are correct Case B: IP addresses are incorrect
Boot Method or IP Config : Auto Boot Method or IP Config: Static Boot Method or IP Config : Auto Boot Method or IP Config : Static
Reset all network settings of your Brother machine. Reset all network settings of your Brother machine and reset the IP address manually. Reset all network settings of your Brother machine.
If the IP address is still incorrect, set the IP address manually. (This changes Boot Method or IP Config to "Static".)
Reset the IP address manually.

 

STEP D (macOS): Make sure your router allows communication on the network via Bonjour.

Does the router support Bonjour communication?
The router may be set to block Bonjour communication. Refer to the support documentation for your router and check the router settings.
If you don’t know whether the router supports Bonjour or the method for changing the settings, contact the router manufacturer.

 

 

STEP E (macOS): Restart the router or hub.

Try restarting the router or hub.
If the issue continues, go to STEP F.

 

 

STEP F (macOS): Uninstall and reinstall the Brother drivers.

  1. Uninstall the Brother driver. (Click here to see how to uninstall the driver.)
     
  2. Download the latest Full Driver & Software Package and re-install it. The installation instructions are available on the download page.
    > Click here to download Full Driver & Software Package in the Downloads section.

If your Brother machine is not available Full Driver & Software, re-install the latest Printer Driver. The installation instructions are available on the download page.
> Click here to download Printer Driver in the Downloads section.

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If you need further assistance, please contact Brother customer service:

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