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Description of Problem 100000017504

I am unable to print from Windows XP, Vista, Server 2003, or Server 2008 using a wired network connection.  What can I do?


Description of Solution 200000022347

 

PART 1:  VERIFY THE BROTHER MACHINE IS POWERED ON AND THERE ARE NO ERRORS

 

1.    If the Status LED is not on, then the Brother machine is not powered on. Verify the machine 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.  Troubleshoot this hardware issue.

 

2.    Check the LEDs for any error indications. An example would be the Paper or Toner LEDs on. If the LEDs show an error, troubleshoot to clear the particular problem before you continue troubleshooting the PC printing.

 

 

PART 2: VERIFY THE CONNECTION TO THE ROUTER OR ACCESS POINT

 

1.    Verify that there is a secure connection between the Brother machine and the router or access point. 

 

-      If necessary, reconnect the cable on both the router or access point and the Brother machine. 

 

WARNING:  There are multiple ports on the back of the Brother machine. The Ethernet port is the bottom port. Verify you are connecting the network cable to the Ethernet port and not another port.

 

2.    Check that there are link lights illuminated on the printer Ethernet port and router or access point indicating that there is connectivity between the Brother machine and the router or access point. 

 

-      If there are no link lights, try connecting the Ethernet cable to another port on the router or access point and try using another Ethernet cable.

 

3.    If you reconnected the cable, are using another cable, or connected the cable to another port on the router or access point, wait 1 minute. It is very important to wait 1 minute before continuing. If you do not wait at least 1 minute, the Brother machine may not have enough time to join the network and receive an IP address.

 

4.    Print the Printer Settings by pressing the GO button 3 times.

 

5.    On page 3, locate the Node Type near the top of the page.  

 

-      If the Node Type is NC-6800h, Ethernet 10/100BASE-TX (Active), go to PART 3

 

-      If the Node Type is NC-6800h, Ethernet 10/100BASE-TX (Inactive) or Brother NC-7600w, IEEE 802.11b/g (Active), enable the wired network card by following the reset steps below:

 

a.    Turn off the power switch on the right side of the printer.

 

b.    Make sure that the front cover is closed.

 

c.    Hold down the GO button as you turn on the power switch. Keep GO pressed down until all the LEDs light up and then Status LED turns off.

 

d.    Release the GO button. Make sure that all the LEDs are off.

 

e.    Press the GO button 6 times. Make sure that all the LEDs light up to indicate the print server has been reset to its factory default settings. The printer will restart.

 

6.    Wait 1 minute. It is very important to wait 1 minute after connecting before continuing. If you do not wait at least 1 minute, the Brother machine may not have enough time to connect to the network and receive an IP address.

 

7.    Return to STEP 4 to reprint the Network Configuration and verify the Node Type.

 

 

PART 3: DOWNLOAD AND RUN THE NETWORK CONNECTION REPAIR TOOL

 

1.    Ensure you are logged into your computer with Admin rights.

 

2.    Download and run the network connection repair tool to try to fix the connection issue between the computer and printer.

 

-      If the tool cannot repair the connection, continue to PART 4.

 

-      If the tool finishes, try printing again to see if the issue has been resolved. If you are unable to print, continue to PART 4.

 

For instructions to download and run the tool, refer to the solution - How do I download and use the Network Connection Repair Tool in Windows?   

 

 

PART 4: VERIFY COMMUNICATION BETWEEN THE BROTHER MACHINE AND COMPUTER

 

1.    Find the Brother machine's IP Address near the middle of the Network Configuration. Verify the IP Address of the printer is in the same range as your network.

 

-      If the IP address is not valid for your network, go to STEP 4 to reset the network card.

 

NOTE:  An invalid IP address would be all zeroes, an APIPA address (169.254.x.x) on an Infrastructure network, or an address within an incorrect range for your network.

  

2.    Obtain the computer's IP Address:

 

a.    On the computer, click Start => Run or in the Start Search line.

 

b.    Type CMD and press ENTER.  A command prompt window will open.

 

c.    In the command prompt window, type: IPCONFIG and press ENTER.

 

d.    You should receive information about your computer's network connection.  Make a note of the IPv4 Address.

 

 NOTE:  If you do not receive an IP address, this indicates that there is a problem with your computer's network connection.  If you are unsure how to reconnect the computer to your network, contact your router or access point manufacturer or network admin for further support with the computer's network connection.    

 

3.    PING the Brother machine:

               

a.    While still in the command prompt window, type: PING xxx.xxx.xxx.xxx  (Where xxx.xxx.xxx.xxx is the Brother machine's IP Address noted earlier.)

 

b.    Press ENTER on your keyboard.  The computer will ping, or try to communicate with the Brother machine:

 

i.      If you receive replies and they are from the Brother machine's IP address (see image below for an example), then there is communication between the computer and the Brother machine.  Close the command window and continue to PART 5.

 

 

ii.     If you receive replies, and they are not from the Brother machine's IP address or indicate "Destination net/host unreachable." (see image below for an example), then this indicates that there is a communication problem between the Brother machine and the computer:

 

 

-      Confirm that the computer is connected to the same network that the Brother machine is connected to.  If the computer is not properly connected to your network, then you will need to troubleshoot your computer's network connection.  Contact your router or access point manufacturer or Network Admin for support.      

 

-      Ensure that there are no active firewalls. 

 

NOTE: For Windows Firewall users, click here if you need instructions for disabling the Windows Firewall.  For a third-party firewall, such as Norton or McAfee, refer to your software's documentation for instructions on how to disable the application.

 

-      Print a new Network Configuration report by pressing the GO button 3 times.  The printer IP address may have changed. Repeat PART 4 after making any adjustments to the configuration. 

 

-      If you still can't ping the Brother machine, continue to STEP 4 to reset the network card.

 

NOTE:  If you have already reset the network card once and the computer still cannot communicate with the Brother machine:

 

-      Try another network cable and another port on the router or access point.

 

-      Try to communicate from another network-connected computer.

 

These steps will help determine if the issue is specific to this computer.  If you can communicate from other computers, then contact your computer manufacturer or network administrator for assistance troubleshooting this specific computer.

 

iii.    If you do not receive any replies as indicated by "Request timed out." (see image below for an example), then this indicates that there is a communication problem between the Brother machine and the computer:

 

 

-      Continue to STEP 4 to reset the network card.

 

NOTE:  If you have already reset the network card once and the computer still cannot communicate with the Brother machine:

 

-      Try another network cable and another port on the router or access point.

 

-      Try to communicate from another network-connected computer.

 

These steps will help determine if the issue is specific to this computer.  If you can communicate from other computers, then contact your computer manufacturer or network administrator for assistance troubleshooting this specific computer.

 

4.    Perform a Network Factory Reset.

 

NOTE:  All network settings will be reset with this operation.  If you can print from other computers on the network, but not from this specific computer, do not reset the network card.  Doing so will affect the other computers on the network.  In this case there is an issue specific to this computer's network communication.  Some common causes are software firewalls, security programs, and other software applications that may be blocking communication.  Contact your computer manufacturer or network admin for support troubleshooting this particular computer.

 

a.    Turn off the power switch on the right side of the printer.

 

b.    Make sure that the front cover is closed.

 

c.    Hold down the GO button as you turn on the power switch. Keep GO pressed down until all the LEDs light up and then Status LED turns off.

 

d.    Release the GO button. Make sure that all the LEDs are off.

 

e.    Press the GO button 6 times. Make sure that all the LEDs light up to indicate the print server has been reset to its factory default settings. The printer will restart.

 

5.    Wait 1 minute. It is very important to wait 1 minute before continuing. If you do not wait at least 1 minute, the Brother machine may not have enough time to join the network and receive an IP address.

 

6.    Print a new Network Configuration report by pressing the GO button 3 times. The printer IP address may have changed.

 

7.    Repeat PART 4 to determine if the network communication has been successfully established. 

 

 

PART 5:  VERIFY THE PRINTER IS SET AS DEFAULT, STATUS IS READY, AND PRINT QUEUE IS EMPTY

 

1.    Open the Printers folder. 

 

Windows XP or Server 2003:

 

-      Click Start => Printers and Faxes

Or

-      Click Start => (Settings) => Control Panel => Printers (and Faxes)

Or

-      Click Start => Control Panel => Printers and Other Hardware => View Installed Printers

 

Windows Vista or Server 2008:

 

-         Click  => Control Panel => Hardware and Sound => Printers

 

2.    Verify that the Brother printer is in the list.

 

-      If the Brother printer is listed, continue to STEP 3

 

-      If the Brother printer is not listed, the driver may not be installed properly.  Continue to PART 7.

 

3.    Verify that the Brother printer driver is set as default if you are trying to use the print icon to print from within an application.

 

-      If the Brother printer driver is set as the default printer, it will have a check mark on the icon.

 

-      To set your Brother machine as the default printer, right-click on the Brother printer driver and place a check next to Set As Default Printer.

 

 

4.    Hover your mouse over the Brother printer icon.  Below is an example of what you may see:

 

Status: Ready (It could also state: Offline, Paused, etc.)

Documents: 0 (It could be any number)

 

5.    If the Status states: Use Printer Offline or Offline:

 

  1. Right click on the Brother printer and uncheck Use Printer Offline or select Use Printer Online depending on your operating system.

 

NOTE:  If this is not an option, continue troubleshooting.

 

  1. If there are documents waiting in the queue, and they begin to print, then the issue is resolved.  Otherwise, continue troubleshooting.

 

6.    If the Status states: Paused:

 

  1. Right click on the Brother printer and either check Resume Printing or uncheck Pause depending on your operating system.

 

  1. If there are documents waiting in the queue, and they begin to print, then the issue is resolved.  Otherwise, continue troubleshooting.

 

7.    If there are any documents waiting in the queue:

 

  1. Right click on the Brother printer and select Cancel All Documents.

 

  1. Click Yes.  This should clear the queue.

 

NOTE:  You may have to make several attempts to completely clear the print queue.

 

-      If you made changes to the printer driver, continue to STEP 8.

 

-      If you did not make any changes to the printer driver, then continue to PART 6

 

8.    Right-click on the Brother printer driver and left click on Properties.

 

9.    On the General tab, click the Print Test Page button.

 

10. When you receive the window stating that the test page has been printed, click Close.

 

-      If the test page prints, then the printer driver is installed properly and your issue is resolved.

 

-      If the test page does not print, close the Printer Properties window:

 

a.    Right-click on the Brother printer driver and left click Cancel All Documents.

 

 

 

b.    Click Yes.  This should clear the queue.  Continue to PART 6

 

NOTE:  You may have to make several attempts to completely clear the print queue.

 

 

PART 6: CHECK THE DRIVER PORT SETTINGS

 

1.    While still in the printer folder, right-click on the Brother printer driver and left click on Properties.

 

2.    Click the Ports tab.

 

3.    You will see a list of the available communication ports on your PC. (Ex:  LPT1:, LPT2:, COM1:, ETC).

 

 

4.    Click Add Port.

 

NOTE: If the Add Port option is grayed out or unavailable, log in with admin rights and try again.

 

5.    Choose Standard TCP/IP Port then click New Port.  The Standard TCP/IP Printer Port Wizard will appear.

 

 

6.    Click Next.

 

 

7.    In the field labeled Printer Name or IP Address, type the IP address of your Brother machine noted earlier and click Next.

 

 

8.    If you receive an error stating: "A port with that name already exists.", click OK.  Then in the Port Name field on the wizard, slightly modify the auto-filled Port Name only.  Do not change the Printer Name or IP Address.  For example, change the port name from IP_10.10.130.13 to IP_10.10.130.13a.  The actual port name will depend on the IP address for your Brother machine.

 

 

 

9.    If you receive a window stating: "Additional Port Information Required", then the computer is not communicating properly with the Brother machine.  Some common causes of this issue are:

 

-      Firewalls and security applications

-      A conflict with another application running on the computer

-      An IP Address conflict with another device on the network

 

Troubleshoot or eliminate as many of these factors as possible.  For Windows Firewall users, click here if you need instructions for disabling the Windows Firewall.  For a third-party firewall, such as Norton or McAfee, refer to your software's documentation for instructions on how to disable the application.   Contact your computer manufacturer or network admin to further troubleshoot network communication conflicts.

 

 

10. If you receive a window stating: Completing the Add Standard TCP/IP Printer Port Wizard, look for the section labeled Adapter Type.  If the communication is successful, this section should indicate that the computer is communicating with a "Brother Print Server" by listing the node name of the Brother Machine displayed as BRN or BRW followed by a combination of letters and numbers.  Click FINISH.

 

 

11. Click Close on the Printer Ports window.

 

12. Click Apply.

 

13. Click on the General tab.

 

14. Click PRINT TEST PAGE.

 

15. When you receive the windows stating that the test page has been printed, click Close.

 

-      If the test page prints, then the printer driver is installed properly and your issue is resolved.

 

-      If the test page does not print, close the Properties window:

 

a.    Right-click on the Brother printer driver and left click Cancel All Documents.

 

 

 

b.    Click Yes.  This should clear the queue.  Continue to PART 7.

 

NOTE:  You may have to make several attempts to completely clear the print queue.

 

 

PART 7:  UNINSTALL AND REINSTALL THE BROTHER DRIVER

 

1.    Uninstall the printer driver, refer to the solution - How do I uninstall the printer driver in Windows? 

 

2.    Reinstall the printer driver, refer to the solution - The wired or wireless printer is connected to the network. How do I install the printer driver in Windows 2000, XP, Vista, Server 2003, or Server 2008?

 

3.    Once the driver has installed, attempt to print again.

 

-      If you can print, then the issue is resolved.

 

-      If you are still unable to print:

 

-      Try another network cable and another port on the router or access point.

 

-      Attempt to print from another network-connected computer.

 

These steps will help determine if the issue is specific to this computer.  If you can print from other computers, then contact your computer manufacturer or network administrator for assistance troubleshooting this specific computer.

 

 

 

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