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Troubleshooting

Important Important
For technical help, you must call the country where you bought the machine. Calls must be made from within that country.
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/.
Using non-Brother supplies may affect the scan quality, hardware performance, and machine reliability.

If you are having difficulty with your machine

Scanning Difficulties

Difficulty
Cause
Suggestions
TWAIN or WIA errors appear when starting to scan. (Windows®)
TWAIN or WIA driver has not been chosen as the primary source in your scanning application.
Make sure the Brother TWAIN or WIA driver is chosen as the primary source in your scanning application. For example, in Nuance™ PaperPort™ 12SE, click Scan Settings and then Select to select the Brother TWAIN/WIA driver.
TWAIN errors appear when starting to scan. (Macintosh)
TWAIN driver has not been chosen as the primary source in your scanning application.
Make sure the Brother TWAIN driver is chosen as the primary source.
In Presto! PageManager, click File, Select Source and select the Brother TWAIN driver.
Mac OS X v10.6.x and 10.7.x users can also scan documents using the ICA Scanner Driver.
OCR does not work.
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The scanner resolution is too low.
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(Macintosh users)
Presto! PageManager has not been installed on your computer.
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Increase the scanner resolution.
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(Macintosh users)
Make sure you have installed Presto! PageManager from the supplied DVD-ROM on your computer.
Vertical lines are seen in the scanned image.
Paper dust has accumulated on the surface of the glass strips.
Clean the glass strips inside the machine. See Clean the Scanner.
The scanned image is missing.
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The Document Guides are not adjusted to fit the width of the document.
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The Auto Deskew feature was set to On when the document was scanned.
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The settings are not suitable for your document. For example, a Legal-size document was fed when Letter was selected as document size.
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The card was loaded horizontally.
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Adjust the Document Guides to fit the width of the 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 stay straight while feeding, use Continuous Scanning.
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Set Auto Deskew to Off.
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Make sure the document size settings are suitable for your document.
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Load the card vertically.
The scanned image is skewed.
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The Document Guides are not adjusted to fit the width of the document.
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The Auto Deskew feature was set to Off when the document was scanned.
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Adjust the Document Guides to fit the width of the 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 stay straight while feeding, use Continuous Scanning.
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Set Auto Deskew to On.
The scan speed is too slow.
The resolution is not suitable for your document.
Decrease the scanner resolution.
The document was not fed.
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Paper dust has accumulated on the surface of the Pick-up Roller or Separation Pad.
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Too many documents are loaded in the document feeder at a time.
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There are foreign objects in the document feeder.
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Your document is too thin or too thick.
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Remote Setup is in process.
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Paper ejection has paused.
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The Separation Pad Cover is not properly closed.
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Clean the Separation Pad and Pick-up Roller. See Clean the Scanner.
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Make sure your document is acceptable for the machine. See Acceptable Document.
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Remove any foreign objects or ripped paper from the document feeder.
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Make sure your document is acceptable for the machine. See Acceptable Document.
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Cancel Remote Setup.
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Finish ejecting the paper.
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Securely close the Separation Pad Cover until the hooks fit into the Front Cover.
A multifeed occurs.
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Paper dust has accumulated on the surface of the Pick-up Roller or Separation Pad.
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Too many documents are loaded in the document feeder at a time.
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The document is sticky or has a sticky note on it, which caused an overlap.
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Clean the Separation Pad and Pick-up Roller. See Clean the Scanner.
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Load no more than 50 pages at a time. See Acceptable Document.
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Use the Carrier Sheet to scan the overlapped document.
The document is jammed.
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Paper dust has accumulated on the surface of the Pick-up Roller or Separation Pad.
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There are foreign objects in the document feeder.
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Your document is not acceptable for the machine.
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Clean the Separation Pad and Pick-up Roller. See Clean the Scanner.
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Remove any foreign objects or ripped paper from the document feeder.
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Make sure your document is acceptable for the machine. See Acceptable Document.
The scan quality is poor.
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Paper dust has accumulated on the surface of the Pick-up Roller or Separation Pad.
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Paper dust has accumulated on the surface of the glass strips inside the machine.
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The resolution is too low.
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Clean the Separation Pad and Pick-up Roller. See Clean the Scanner.
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Clean the glass strips inside the machine. See Clean the Scanner.
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Increase the scanner resolution.
The machine pauses for about 3 seconds between each page when scanning.
The machine has entered motor save mode. If you scan continuously, the internal temperature of the machine may increase, causing the machine to enter motor save mode.
Note Note
The length of the pause may vary depending on the scanning conditions.
This is normal and you may continue to scan. If you scan continuously, the internal temperature of the machine may increase, causing the machine to enter motor save mode.
Bleed through is seen in the scan data.
The settings are not appropriate for the type of document being scanned.
Check the Bleed Through Prevention/Remove Background Color check box.
Colors in the scanned data are dark.
The settings are not appropriate for the type of document being scanned.
Do one of the following:
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Check the Bleed Through Prevention/Remove Background Color check box and then scan from your computer.
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Change Brightness higher and then scan from your computer.
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Change Contrast higher and then scan from your computer.
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Change Scan Type to Gray or Color and then scan from your computer.
A page that is not a blank page is skipped.
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The document is too light.
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Skip Blank Page is set to On.
Set Skip Blank Page to Off.
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Software Difficulties

Difficulty
Cause
Suggestions
Cannot install software.
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(Windows® users only)
Run the Repair MFL-Pro Suite program on the DVD-ROM. This program will repair and reinstall the software.
Cannot start Remote Setup.
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The machine is turned off.
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The machine is not connected to your computer.
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The machine is in Sleep Mode.
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An error is occurring.
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The machine is scanning.
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Setting Lock is set to On.
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Turn on the machine and then try again.
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Connect the machine to your computer and then try again.
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Press Graphic or open the Top Cover, and then try again.
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Clear all errors and then try again.
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Wait until scanning has finished and try again.
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Set Setting Lock to Off. See Turn Setting Lock Off.
Cannot change the settings by using Web Based Management.
Setting Lock is set to On.
Set Setting Lock to Off. See Turn Setting Lock Off.
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Network Difficulties

Difficulty
Suggestions
Cannot scan over the network.
Make sure that your machine is powered on and is online and in Ready mode. Check the current network settings. Reconnect the LAN cable to the hub to verify that the cabling 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 machine shows Active XXXX-XX (where XXXX-XX is your Ethernet) for 2 seconds.
If you are using a wireless connection or are having network problems, see Troubleshooting in the Network User’s Guide.
The network scanning feature does not work.
(Windows® users)
It is necessary to configure the third-party Security/Firewall Software to allow Network scanning. To add port 54925 for Network scanning, enter the information below:
In Name: Enter any description, for example Brother NetScan.
In Port number: Enter 54925.
In Protocol: UDP is selected.
Please refer to the instruction manual that came with your third-party Security/Firewall Software or contact the software manufacturer.
(Macintosh users)
Re-select your machine in the Device Selector application from the model list in ControlCenter2.
The Brother software cannot be installed.
(Windows® users)
If the Security Software warning appears on the computer screen during the installation, change the Security Software settings to permit the Brother product setup program or other program to run.
(Macintosh users)
If you are using a firewall function of anti-spyware or antivirus security software, temporarily disable it and then install the Brother software.
Cannot connect to wireless network.
Check the wireless network settings.
Reset the network settings.
Press Graphic and then Network. Swipe up or down, or press Bsymbol.utri or Bsymbol.dtri and then press Network Reset.
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Other Difficulties

Difficulty
Cause
Suggestions
The machine is not turned on.
The machine was plugged in within 60 seconds after pulling out the plug.
Turn off the machine, wait 60 seconds, and then turn on the scanner.
The machine is in Sleep Mode (power save mode).
The machine is idle and the amount of time specified by the Sleep Time setting has elapsed.
Do one of the following:
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Press Graphic.
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Open the Top Cover.
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Load your document.
The machine is in Offline Mode.
The machine is not connected to the computer.
Connect the machine to the computer and turn on the machine by opening the Top Cover.
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