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.
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. (ADS-4700W/ADS-4900W)	If you use a preset document size, the document skewing cannot be corrected automatically.	Select Auto for Document Size.
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 document was curled.	Straighten the curled document and scan again.
Scanning is too slow.	The resolution is not appropriate for your document.	Decrease the scanner resolution.
Scanning has stopped.	The memory is full.	Close other applications before scanning. Windows Adjust the data transfer rate in the Optimize Data Transfer menu of the TWAIN driver or in Brother iPrint&Scan.
The document was not fed.	Paper dust has accumulated on the surface of the Pick Up Roller or Brake Roller.	Clean the Brake Roller 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.
	The document was curled.	Straighten the curled document and scan again.
The machine fed multiple documents but scanned only the first document.	Document Separation Switch is set to (Manual Single Mode).	Set the Document Separation Switch to (Continuous Feed Mode) and scan again.
The document is jammed.	Paper dust has accumulated on the surface of the Pick Up Roller or Brake Roller.	Clean the Brake Roller 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 Document Separation Switch is set to (Continuous Feed Mode) when scanning documents folded in half, envelopes, or Multi-Layered Transfer Paper.	Set the Document Separation Switch to (Manual Single Mode) and scan again.
	The Extendable Output Tray is not set to the correct length.	Set the Extendable Output Tray according to the length of the document.
The output documents are scattered.	The Extendable Output Tray is not set to the correct length.	Set the Extendable Output Tray according to the length of the document.
The scan quality is poor.	Paper dust has accumulated on the surface of the Pick Up Roller or Brake Roller.	Clean the Brake Roller 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. To select Long Paper when scanning from the machine’s Control Panel, use the following settings: 2-sided Scan: Off Color Setting: Other than Auto Resolution: Lower than 300 dpi Skip Blank Page: Off 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.
A multifeed occurs.	The document was curled.	Straighten the curled document and scan again.
Multifeed cannot be detected even if the Multifeed Detection setting is on.	The documents are too thin.	If the documents are too thin, they may not be detected by the sensor. Scan pages one by one.
Cannot scan.	Secure Function Lock is on. (ADS-4700W/ADS-4900W)	Contact your administrator to check your Secure Function Lock settings. See Related Information: Use Secure Function Lock 3.0.
Cannot scan.	The Pull Scan option in the Scan from PC menu in Web Based Management is disabled.	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).	Install a scanning application (for example, Brother iPrint&Scan). Configure the settings using a scanning application (for example, Brother iPrint&Scan).
Auto Start Scan does not start. (ADS-4700W/ADS-4900W)	The settings for Auto Start Scan (Shortcut 57) are incorrect.	Confirm the settings for Auto Start Scan (Shortcut 57).
Cannot Scan to Workflow from the machine. (ADS-4700W/ADS-4900W)	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.
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. (ADS-4700W/ADS-4900W)	Stop configuring the machine from the Control Panel.
	A USB flash drive is inserted into the machine.	Remove the USB flash drive.
Cannot enter the IP address and Subnet Mask. (ADS-4700W/ADS-4900W)	"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.

Other Difficulties

Difficulties	Cause	Suggestions
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-4700W/ADS-4900W) Scan using your computer. Open the Front Cover. Load your document. Touch the screen. (ADS-4700W/ADS-4900W) Insert/disconnect the USB flash drive. Insert/disconnect the USB cable from the machine or PC.
The machine is not turned on.	The machine was plugged in within 60 seconds after pulling out the plug.	Wait 60 seconds, and then turn on the machine.
Your computer cannot find the machine via USB interface.	A USB flash drive is inserted.	Remove the USB flash drive.
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