Scanning and Other Problems

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Scanning Difficulties

Difficulties	Cause	Suggestions
TWAIN or WIA errors appear when starting to scan. (Windows)	The TWAIN or WIA driver has not been selected as the primary source in your scanning application.	Make sure the Brother TWAIN or WIA driver is selected as the primary source in your scanning application. For example, in Nuance™ PaperPort™ 14SE, click Scan Settings > Select. Select the Brother TWAIN/WIA driver.
TWAIN errors appear when starting to scan. (Mac)	The TWAIN driver has not been selected as the primary source in your scanning application.	Make sure the Brother TWAIN driver is selected as the primary source in your application. (ADS-1300) You can also scan documents using the ICA Scanner Driver.
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 Related Information: Clean the Scanner and Rollers.
The scanned image is missing.	The Paper Guides are not adjusted to fit the width of the document.	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.
	The settings are not appropriate for your document. For example, a Letter/A4-sized document was fed when Executive/A5 was selected as the document size.	Make sure the document size settings are appropriate for your document. Configure the margin settings and adjust the scanning position.
	-	Configure the margin settings and adjust the scanning position.
The scanned image is skewed.	The Paper Guides are not adjusted to fit the width of the document.	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.
	The Long Paper setting is selected.	Select a setting other than Long Paper.
	The plastic card is inserted on an angle. The plastic card is not inserted according to the guidelines.	Insert the plastic card straight according to the guidelines.
	The document was curled.	Straighten the curled document and scan again.
	The embossed card was inserted in the Card Slot with the embossed side down.	Insert the embossed card, embossed side up, into the Card Slot.
	If you use a preset document size, the document skewing cannot be corrected automatically.	Select Auto for Document Size.
Scanning is too slow.	The resolution is not appropriate for your document.	Decrease the scanner resolution.
The document was not fed.	Paper dust has accumulated on the surface of the Pick Up Roller or Separation Pad.	Clean the Separation Pad and Pick Up Roller. See Related Information: Clean the Scanner and Rollers.
	Too many documents are loaded in the ADF at a time.	Make sure you do not exceed the ADF's capacity. See Related Information: Acceptable Documents.
	There are foreign objects in the ADF.	Remove any foreign objects or ripped paper from the ADF.
	Your media is too thin or too thick.	Make sure your media is acceptable for the machine. See Related Information: Acceptable Documents.
	Remote Setup is in progress.	Cancel Remote Setup.
	Paper ejection has paused.	Remove any paper from the ADF.
	Plastic Card Mode is selected in the Feed Selector.	Slide the Feed Selector to the ADF Mode side.
	A plastic card is inserted in the Card Slot.	Remove the plastic card.
	The document was curled.	Straighten the curled document and scan again.
	The Pick Up Roller cover film is folded or removed.	Contact your Brother dealer or Brother Customer Service to replace the Pick Up Roller Cover.
	The Separation Pad is not set correctly or the rubber part of the Separation Pad is folded.	Make sure the Separation Pad is set correctly.
	The leading edges of the document are aligned straight.	Fan the paper and position the pages so that the leading edges are aligned at a slight angle in the feed direction.
The document is jammed.	Paper dust has accumulated on the surface of the Pick Up Roller or Separation Pad.	Clean the Separation Pad and Pick Up Roller. See Related Information: Clean the Scanner and Rollers.
	There are foreign objects in the ADF.	Remove any foreign objects or ripped paper from the ADF.
	Your document is not acceptable for the machine.	Make sure your document is acceptable for the machine. See Related Information: Acceptable Documents.
	The document was curled.	Straighten the curled document and scan again.
	The Separation Pad is not set correctly or the rubber part of the Separation Pad is folded.	Make sure the Separation Pad is set correctly.
	Paper dust has accumulated on the sensors.	Clean the sensors. See Related Information:Clean the Sensors.
	The Pick Up Roller cover film is folded or removed.	Contact your Brother dealer or Brother Customer Service to replace the Pick Up Roller Cover.
	The leading edges of the document are aligned straight.	Fan the paper and position the pages so that the leading edges are aligned at a slight angle in the feed direction.
The scan quality is poor.	Paper dust has accumulated on the surface of the Pick Up Roller or Separation Pad.	Clean the Separation Pad and Pick Up Roller. See Related Information: Clean the Scanner and Rollers.
	Paper dust has accumulated on the surface of the glass strips inside the machine.	Clean the glass strips inside the machine. See Related Information: Clean the Scanner and Rollers.
	The scanner resolution is too low.	Increase the scanner resolution.
Bleedthrough is seen in the scanned data.	The settings are not appropriate for the type of document being scanned.	Select the Remove Bleed-through / Pattern / Remove Background Color checkbox.
Colors in the scanned data are dark.	The settings are not appropriate for the type of document being scanned.	Do one of the following: Select the Remove Bleed-through / Pattern / Remove Background Color checkbox, and then scan from your computer. Increase the Brightness, and then scan from your computer. Increase the Contrast, and then scan from your computer. Change the Color Setting/Scan Type to Gray or Color, and then scan from your computer.
A page that is not a blank page is skipped.	The document is too faint. Skip Blank Page is set to On.	Set Skip Blank Page to Off. Alternatively, reduce the Skip Blank Page sensitivity.
Cannot scan a long document.	Long Paper is not selected for the document size.	Select Long Paper for the document size. If you cannot select Long Paper, when scanning from the machine’s Control Panel, set Skip Blank Page to Off, set 2-sided Scan to Off and set Color Setting/Scan Type to an option other than Auto. Then, you can select Long Paper for the document size.
A multifeed occurs.	The document is not loaded correctly.	Load your document correctly, and then try again.
	The document was curled.	Straighten the curled document and scan again.
	The Separation Pad is not set correctly or the rubber part of the Separation Pad is folded.	Make sure the Separation Pad is set correctly.
	The Pick Up Roller cover film is folded or removed.	Contact your Brother dealer or Brother Customer Service to replace the Pick Up Roller Cover.
	The leading edges of the document are aligned straight.	Fan the paper and position the pages so that the leading edges are aligned at a slight angle in the feed direction.
Cannot scan.	USB power is insufficient.	When using a USB Type-C cable, use a computer with a USB Type-C port supporting more than 15 W output or higher. Use only a Certified USB Type-C cable.
	Secure Function Lock is on. (ADS-1800W)	Contact your administrator to check your Secure Function Lock settings. See Related Information: Use Secure Function Lock 3.0.
	The Pull Scan option in the Scan from PC dialog box in Web Based Management is disabled. (ADS-1350W/ADS-1800W)	Enable the Pull Scan option.
Cannot scan to a computer from the machine.	Scanning application (for example, Brother iPrint&Scan) is not installed on the computer. The settings are not configured within the scanning application (for example, Brother iPrint&Scan). The Scan Destination setting was not configured in Remote Setup or Web Based Management. (ADS-1300/ADS-1350W)	Install a scanning application (for example, Brother iPrint&Scan). Configure the settings using a scanning application (for example, Brother iPrint&Scan). Configure the Scan Destination setting using Remote Setup or Web Based Management. (ADS-1300/ADS-1350W)
Auto Start Scan does not start. (ADS-1800W)	The settings for Auto Start Scan (Shortcut 21) are incorrect.	Confirm the settings for Auto Start Scan (Shortcut 21).
The plastic card is jammed.	The power came on when the plastic card was inserted in the machine.	Remove the plastic card. To prevent the card from getting jammed again, do not leave the card inserted in the machine.
	The embossed card was inserted in the Card Slot with the embossed side down.	Insert the embossed card, embossed side up, into the Card Slot.
	The plastic card is inserted on an angle. The plastic card is not inserted according to the guidelines.	Insert the plastic card straight according to the guidelines.
	Paper dust has accumulated on the sensors.	Clean the sensors. See Related Information:Clean the Sensors.
The plastic card was not fed.	A document was set on the ADF.	Remove the document from the ADF. See Related Information: Card Jam.
	ADF Mode is selected in the Feed Selector.	Slide the Feed Selector to the Plastic Card Mode side.
	The embossed card was inserted in the Card Slot with the embossed side down.	Insert the embossed card, embossed side up, into the Card Slot.
Cannot Scan to Workflow from the machine.	The Scan to Workflow settings are not configured within Brother iPrint&Scan (for Windows and Mac).	Configure the settings using Brother iPrint&Scan (for Windows and Mac). See Related Information: Configure Scan to Workflow Settings Using Brother iPrint&Scan.

Software Difficulties

Difficulties	Cause	Suggestions
Cannot save the settings in Remote Setup or Web Based Management.	The machine is processing.	Wait until the machine finishes processing, and then try again.
	The machine is being configured from the machine’s Control Panel.	Stop configuring the machine from the Control Panel and use Remote Setup or Web Based Management instead.
Cannot start Remote Setup.	The machine is turned off.	Turn on the machine, and then try again.
	The machine is not connected to your computer.	Connect the machine to your computer, and then try again.
	An error is occurring.	Clear all errors, check the status is Ready on Remote Setup and then try again.
	The machine is scanning.	Wait until scanning has finished and try again.
	The machine is being configured from the machine’s Control Panel.	Stop configuring the machine from the Control Panel.
	(ADS-1300/ADS-1350W) You pressed on the machine before saving the Remote Setup settings. (ADS-1800W) You pressed on the machine before saving the Remote Setup settings.	Access Remote Setup again and save the settings.
	A USB flash drive is inserted into the machine.	Remove the USB flash drive.
Cannot enter the IP address and Subnet Mask. (ADS-1800W)	"000.000.000.000." has already been entered.	Press to delete the entered information, and then enter the correct information.
The computer has detected a USB flash drive.	A USB flash drive is inserted into the machine and the computer is connected to the machine using a USB cable.	The computer detects the USB flash drive that is inserted into the machine. Remove the USB flash drive so that the computer does not detect it.
I want to prevent users from changing settings using Remote Setup. (ADS-1800W)	-	When you turn on the Secure Function Lock or Setting Lock, the users cannot use Remote Setup.

Other Difficulties

Difficulties	Cause	Suggestions
The machine will not scan.	A USB Type-C cable is connected to your computer via a USB hub.	Connect the machine directly to the computer using the USB Type-C cable. USB hubs are not supported.
The machine is in Sleep Mode (power save mode).	The machine is idle and the amount of time specified by the Sleep Mode setting has elapsed.	Do one of the following: Press . Press . (ADS-1800W) Scan using your computer. Open the Front Cover. Load your document. Touch the screen. (ADS-1800W) Insert/disconnect the USB flash drive. When using an AC Adapter, insert/disconnect the USB cable from the machine or computer.
The machine does not turn on.	The machine was plugged in within 60 seconds after being unplugged.	Wait 60 seconds, and then turn the scanner on.
The machine does not turn on. -OR ADS-1300/ADS-1350W: The machine displays the following error. Flashing Off -OR ADS-1800W: The Power shortage (Code:01) message appears on the LCD.	When powering the machine using a USB Type-C cable, the USB Type-C cable is not correctly connected.	Securely connect the USB Type-C cable to your computer, turn the Brother machine off, and then turn it on again.
	The AC Adapter is not correctly connected to the AC power outlet.	Securely connect the AC Adapter to the AC power outlet, and turn the power off and on again.
	When powering the machine using a USB Type-C cable, a cable other than the included cable is being used.	Use the USB Type-C cable that is included with the machine. Purchase the optional AC Adapter (LK-1001C). For Mexico and countries in South America: Use the AC Adapter that is included with the machine.
	When powering the machine using a USB Type-C cable, the power supply of your computer or USB port is insufficient. (Requires a supply of 15 W output or higher)	Use a different USB Type-C port and make sure it is capable of supplying 15 W output or higher. Purchase the optional AC Adapter (LK-1001C). For Mexico and countries in South America: Use the AC Adapter that is included with the machine.
A USB Type-C cable cannot be connected to the power supply device (your computer or portable battery).	There is no USB Type-C port on the power supply device (your computer or portable battery).	Purchase the optional AC Adapter (LK-1001C). For Mexico and countries in South America: Use the AC Adapter that is included with the machine.
Your computer cannot find the machine via USB interface.	The scanner driver is not installed.	Install the scanner driver.

Related Information

If You Are Having Difficulty with Your Machine