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Description of Problem 100000019111

I am unable to print from Windows 7 using a USB connection. What can I do?


Description of Solution 200000024281

There are several basic troubleshooting steps you can take to resolve this issue.

 

 

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

 

1.  If the LCD screen is blank, then the Brother machine is not powered on.  Verify that it is plugged into a working 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 LCD screen for any error messages.  An example would be "Jam Inside" or "Replace Toner".  If the LCD screen shows an error that will prevent printing, troubleshoot to clear the particular problem before you continue troubleshooting printing from the computer.

 

 

PART 2: VERIFY THE CONNECTION OF THE BROTHER MACHINE AND COMPUTER

 

1.  Disconnect and then reconnect the USB cable from the computer and the Brother machine.  Make sure the interface cable has a secure connection to both the Brother machine and your computer.  If you are using a USB hub, remove it and connect directly to the computer.

 

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

 

 

NOTE:  We recommend that the USB cable supports the following specifications:

 

- Type A/B 1.1 or 2.0 that is 6 feet (2 meters) or less.

- Twisted pair

- Shielded

 

2.  Cycle the power to the Brother machine for about 15 seconds.

 

 

PART 3: VERIFY THE INTERFACE SETTING OF THE MACHINE

 

1. Print the Printer Settings by pressing the OK key 3 times.

 

2. On the first page of the Printer Settings, look under General Setup to find Interface.

 

 

- If Interface is set to Auto, go to PART 4.

 

- If Interface is not set to Auto:

 

a. Press the UP or DOWN ARROW key to select General Setup. Press OK.

 

b. Press the UP or DOWN ARROW key to select Interface. Press OK.

 

c. The display will show "Select". Press OK.

 

d. Press the UP or DOWN ARROW key to select Auto. Press OK.

 

e. The display will read "Accepted". Press the CANCEL key to return the printer to "Ready".

 

3. Try printing a document from your computer. 

 

- If the document prints, the issue is resolved. 

 

- If the document does not print, continue to PART 4.

 

 

PART 4:  VERIFY THE PRINTER DRIVER IS INSTALLED

 

a. Open the Printers folder.

 

- Click Start => Device and Printers.

 

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

 

b. Verify the Brother machine is listed.

 

- If the Brother machine is listed, continue to PART 5

 

- If the Brother machine is not listed, the driver may not be installed properly. Go to PART 9.

 

 

PART 5:  VERIFY THE BROTHER MACHINE IS SET AS DEFAULT

 

This is especially important if you use the print icon to print from within applications.  If the Brother printer is set as the default printer, it will have a check mark in front of the icon.

 

To set your Brother machine as the default printer, right click on the Brother printer driver and select Set As Default (Printer).

 

 

 

PART 6:  VERIFY THE STATUS IS READY AND THE PRINT QUEUE IS EMPTY

 

1. While in the Printer's folder, locate the Brother printer in the list and hover your mouse over the Brother printer icon.  Below is an example of what you may see:

 

Status: 0 document(s) in queue (It could be any number)

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

 

2.  If the Status states: Paused or Offline:

 

a.  Right-click on the Brother printer driver and select See What's Printing.

 

b.  Select Printer.

 

-  If there is a check next to Pause Printing, click it again to uncheck the selection.

 

-  If there is a check next to Use Printer Offline, click it again to uncheck the selection.

 

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

 

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

 

a.  Right-click on the Brother printer driver and select See What's Printing.

 

b.  Select Printer => Cancel All Documents

 

c.  Press Yes.  This should clear the queue.

 

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

 

 

 

 

PART 7: PRINT A TEST PRINT

 

1. Right-click on your Brother printer driver and select Printer Properties.

 

2. On the General tab, click the PRINT TEST PAGE button.

 

- If the test page prints, then your issue is resolved.

 

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

 

-  Right-click on the Brother printer driver and select See What's Printing.

 

-  Select Printer => Cancel All Documents

 

-  Press Yes.  This should clear the queue.  Continue troubleshooting.

 

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

 

 

PART 8: VERIFY THE PRINTER PORT SETTINGS

 

1. Right-click on your Brother printer driver and select Printer Properties.

 

2. Click on the Ports tab and verify the port that is selected for your machine.  If it is not set for the correct port, change it to the correct port.  The port should be USB00x. (x is a number).

 

 

a. If there are multiple USB Virtual Ports, you may have to test each one to determine which will allow the machine to print.  After any failed attempts, clear the print queue and try a different port.  If you still can't print, continue to PART 9.

 

b. If there are no USB Virtual Ports to select, then either there is no communication between the Brother machine and the computer or there is a problem with the computer's operating system.

 

- Verify the USB cable is connected properly, try multiple ports on the computer, and try another known working cable.

 

- If you still do not have a USB virtual port available, try connecting the machine to another computer.  If the machine works on a second computer, then the issue is with the original computer's Operating System not properly loading the USB controllers.  Contact your computer manufacturer for further support.

 

WARNING:  Do not attempt to create a local port.  The correct ports should be automatically created by the operating system.

 

 

PART 9: UNINSTALL AND REINSTALL THE BROTHER PRINTER DRIVER

 

1.  On the computer click on Start => (All) Programs => Brother => HL-XXXX => Uninstall.  (Where X is the model of your Brother machine)

 

NOTE:  If the software is not installed, continue to STEP 4.

 

2.  When asked to confirm that you want to completely remove the software, click OK.

 

3.  When the uninstall is complete, you will be prompted to restart the computer.  Click YES and wait for the computer to reboot.

 

4. To install the printer driver, refer to the solutions below.

 

How do I install the printer driver in Windows using a USB interface cable? (using the CD) 

 

How do I download and install the full driver and software package for Windows 7 using a local USB connection?  

 

5.  Attempt to print again.

 

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

 

-  If you are still unable to print, try a different USB cable within the recommended specs or a different port on the computer to determine if the issue is with the interface, or try connecting and printing from another computer to determine if the issue is specific to this computer's operating system.

 

 

 

 

 

 

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