FAQs & Troubleshooting

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FAQs & Troubleshooting

FAQs & Troubleshooting

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Date: 21/03/2019 ID: faq00002172_001

Error and Maintenance Messages

As with any sophisticated office product, errors may occur and supply items must be replaced eventually. If this happens, your machine identifies the error or required routine maintenance and displays the appropriate message. The most common error and maintenance messages are shown in the table below.

Error Message Cause Action
Access Denied Secure Function Lock is On. Contact your administrator to check your Secure Function Lock settings.
Authenticate Err The password entered in Scan to Network was incorrect. Enter the correct password. If you forgot it, you must reset it.
Both Document and Card set The ADF and the Card Slot are both loaded with a document and a card. Load either the ADF or the Card Slot, whichever one you want to scan from.
Cannot Start Workflow The Cloud Service access right has expired. In Brother iPrint&Scan, authenticate the Cloud Service access again.
Card JAM
  • The power came on when the plastic card was inserted in the machine.
  • The embossed card was inserted in the Card Slot with the embossed side down.
  • The card was inserted diagonally.
  • The plastic card is not inserted according to the guidelines.
  • Remove the plastic card. To prevent the card from getting jammed again, do not leave the card inserted in the machine.
  • Remove the plastic card. Insert the embossed card, embossed side up, into the Card Slot.
  • Remove the plastic card. Insert the plastic card straight according to the guidelines.
Check Connection The machine is not connected to the network. Check the network connection.
The computer and machine are not connected using a USB cable. Connect the USB cable. If a USB flash drive is inserted into the machine, remove it.
Clean Document Position Sensor /Clean Card Sensor The sensor is dirty with paper dust. Clean the sensor.
Confirm the following and try again. - Check the network connection. - Set the correct Date&Time. There is a problem with the settings in the machine and/or server. Make sure your machine is connected to a network with Internet access. Verify that the date and time are set correctly on your machine.
The computer and machine are not connected using a USB cable. Connect the USB cable. If a USB flash drive is inserted into the machine, remove it.
Connection Failed The machine could not connect to the network. Check the following:
  • The PIN is correct.
  • You did not press the WPS button on more than one wireless access point/router.
  • The wireless access point/router is turned on.
  • Restart the machine and the wireless access point/router.
Document Jam
  • The Paper Guides are not set to the correct document size.
  • The settings are not appropriate for your document.
  • Paper dust has accumulated on the surface of the Pick Up Roller or Separation Pad.
  • The document was curled.
 Clear the document jam, and then do the following:
  • Gently adjust the Paper Guides to fit the width of your document. When Scan Size is set to Auto and you are scanning a document that contains multiple page sizes, insert narrow pages straight and as close to the center of the machine as possible. If the document does not feed straight, use the continuous scan option.
  • Confirm the settings.
  • Clean the Pick Up Roller and Separation Pad.
  • Straighten the curled document and scan again.
Error
  • An error occurred when you used the to Workflow feature.
  • Brother iPrint&Scan was not installed correctly.
  • Restart Brother iPrint&Scan.
  • Restart the computer.
  • Update the machine's firmware.
  • Uninstall Brother iPrint&Scan and install it again.
Feed Selector Error Feed Selector is set incorrectly. Set the Feed Selector to the left side when scanning from the ADF, and to the right side when scanning from the Card Slot.
Incorrect PIN The PIN Number entered in Secure Function Lock was incorrect. Enter the correct PIN Number. Contact your administrator to check your Secure Function Lock settings.
Insufficient USB Storage The inserted USB flash drive is full. Press Close, and then do one of the following:
  • Delete unused files or folders from the USB flash drive, and then try again.
  • Use a USB flash drive that has more free space.
No Access Point: The machine cannot detect a wireless access point/router that has an active WPS function. Check the following:
  • You did not press the WPS button on two or more wireless access point/routers.
  • Restart the machine and the wireless access point/router.
No Certificate The certificate does not exist, or is corrupted. Configure the settings under Signed PDF in the Administrator tab in Web Based Management.
No Document / Card
  • No document or card is loaded.
  • The Feed Selector is set incorrectly.
  • Load a document or card.
  • Confirm whether the Feed Selector is set correctly.
No PC found The machine is not connected to your computer. Connect the machine to your computer, and then try again.
No Profile found No Scan to FTP/SFTP profile or Scan to Network profile is registered. Configure the Scan to FTP/SFTP profile or the Scan to Network profile before using Scan to FTP or Scan to Network.
Not Registered (Scan)
The email address or SMTP server address of the scan destination is not registered.		 Make sure the email address or SMTP server address is correctly configured.
(Secure Function Lock)
A user not registered in Secure Function Lock is accessing the machine.		 Contact your administrator to check your Secure Function Lock settings.
Remove documents. Auto Start Scan Mode was enabled while a document was loaded. Remove the document, and then reload it.
Replace Pickup Roller Pick Up Roller has been used over 100,000 times. Replace the Pick Up Roller with a new one. Scanning errors may occur if you do not replace the part.
Replace Separation Pad The Separation Pad has been used more than 10,000 times. Replace the Separation Pad with a new one.
Scheduled Maintenance Alert The Pick Up Roller and Separation Pad have been used over 5,000 times. Clean the Separation Pad and Pick Up Roller. Paper jams and reduced scan quality issues may occur if you do not clean them.
Security mode does not match the current settings (Authentication method/Encryption method). Confirm supported security mode and try again. The security settings are incorrect. Confirm the security settings and try again.
Sending Error The Scan to FTP/SFTP profile, Scan to Network profile or Scan to Email Server is not configured correctly. Make sure the Scan to FTP/SFTP profile, Scan to Network profile or Scan to Email Server is configured correctly.
Configure the Network Settings.
Server Time out The machine was disconnected from the Scan to FTP/SFTP profile, Scan to Network profile or Scan to Email Server. Make sure the Scan to FTP/SFTP profile, Scan to Network profile or Scan to Email Server is configured correctly.
Configure the Network Settings.
Setting Lock Adding a new shortcut was attempted while the Setting Lock was turned on. Disable the Setting Lock.
Unsupported security information (Authentication method/Encryption method). Confirm supported security mode and try again. The security settings are incorrect. Confirm the security settings and try again.
Unusable Device An unusable device is inserted in the USB port. Remove the device. Turn the machine off and on by unplugging the machine from the AC power outlet (electrical socket), and then plugging the machine in again.
USB Access Error The USB flash drive was removed while it was being accessed. Insert the USB flash drive.
USB Host is write protected The inserted USB flash drive is write-protected. Remove the write-protected USB flash drive, press Close, and then do one of the following:
  • Turn the USB flash drive’s write-protection off, and then try again.
  • Use a USB flash drive that is not write-protected.
USB Hub Not Supported A USB flash drive with a hub is inserted in the USB port. Remove the unsupported device from the USB port.
USB Write-protected The inserted USB flash drive is write-protected. Remove the write-protected USB flash drive, press Close, and then do one of the following:
  • Turn off the USB flash drive’s write-protection, and then try again.
  • Use a USB flash drive that is not write-protected.
Workflow not found
  • Workflow was not created.
  • Workflow was deleted.
  • Workflow was not configured correctly.
 Make sure that Workflow is created and configured correctly in Brother iPrint&Scan (for Windows® and Mac).
Wrong Network Key The Network Key is incorrect. Confirm the Network Key and try again.
Wrong Password The password entered in Setting Lock was incorrect. Enter the correct password. If you forgot it, you must reset it.

 

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