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Description of Problem 100000019264

I am unable to scan from my Windows 7 PC using the USB connection. What can I do?


Description of Solution 200000024467

Difficulty scanning from your PC can occur for various reasons.  The most common reason a Brother machine may stop scanning, is because the connection between the computer and the Brother machine is lost.  This can occur as a result of wrong settings or configuration on the scanner driver.  There are several basic troubleshooting steps you can take to resolve this issue.

 

PART 1:  VERIFY THE CABLE CONNECTION

 

1.  Remove the USB cable from both the computer and the Brother machine.  Leave them unplugged for a few seconds, and then reseat the cable into both devices.  Make sure the interface cable has a secure connection to both the Brother machine and your computer.

 

NOTE:  Brother recommends you use a type A/B 1.1 or 2.0 USB cable that is 6 feet (2 meters) or less, directly connected from the Brother machine to an available port on your computer.  Other cable configurations may work, however connection loss is common.  For troubleshooting purposes, do not connect your interface cable through any hubs, splitters, or other pass-through devices.

 

WARNING:  Ensure that the cable is connected to the USB port on the machine and not a Network port, Line Jack, Ext Jack, PictBridge port, or any port other than the USB port.

 

PART 2: 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 or is in sleep mode.  Press a button on the machine to see if it wakes from sleep mode.  If it does not, then verify that it is plugged into a working outlet and any power switches are turned to the ON position.

 

2.  Check the LCD screen for any error messages.  An example would be Paper Jam or Ink/Toner Empty.  If the LCD screen shows an error, troubleshoot to clear the particular problem.

 

PART 3:  VERIFY THE SCANNER DRIVER IS INSTALLED

 

1. Click Start

 

2. In the line labeled Search Programs and Files type: Cameras

 

3. Click the link for View Scanners and Cameras.

 

4. Verify that the Brother scanner is listed.

 

a) If the Brother Scanner Driver is listed, continue to the next Part.

 

b) If the Scanner Driver is not listed, then either there is no communication between the Brother Machine and the computer, the driver is not installed properly, or there is a problem with the computer's hardware or 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 the Scanner Driver, try connecting the machine to another computer.  If the machine works on a second computer, then the issue is with the original computer's hardware or Operating System not properly loading the drivers.  Contact your computer manufacturer for further support.

 

PART 4:  ATTEMPT A TEST SCAN

 

1. Click Start => All Programs => Windows Fax and Scan

 

2. Click NEW SCAN

 

3. Choose your Brother Scanner Driver and click OK.

 

NOTE:  If you only have one imaging device you may not be prompted with this option.

 

4. Choose your preferred scanner settings and then click SCAN.

 

5. If the machine begins to scan, then the issue is resolved.  If the machine does not scan, continue to the next Part.

 

PART 5:  RESTART THE WINDOWS IMAGE ACQUISITION (WIA) SERVICE

 

1. On the computer, click on Start => Control Panel => System And Security => Administrative Tools.

 

2. Double-click on Services.

 

3.  Locate and double-click on the Windows Image Acquisition (WIA) Service.

 

NOTE:  If you are not able to locate the service, then there is a problem with your computer's Operating System that will prevent you from scanning.  Contact your computer manufacturer for further support.

 

4.  Check the Startup Type, and make sure it is set to Automatic.  If it is set to anything else change it to Automatic.

 

5. Verify the Service Status:

 

a) If the Service is Started, press STOP, and then press START to restart the service.

 

b) If the Service is Stopped press START to restart the service.

 

NOTE: If you receive any error messages while configuring or restarting the service, or you are not able to start the service, there is a problem with your computer's Operating System that will prevent you from scanning.  Contact your computer manufacturer for further support.

 

6.  Click OK to close the Windows Image Acquisition (WIA) Service, and close the Services window.

 

7.  Attempt to scan again using the steps in Part 4.  If you are able to scan, then the issue is resolved.  If you are still unable to scan, continue to the next Part.

 

PART 6: UNINSTALL AND REINSTALL THE BROTHER DRIVERS

 

1. Click Start

 

2. Right-click Computer and select Properties.

 

3. Click Device Manager

 

4. Click the triangle in front of Imaging Devices to expand the list.

 

5.  Right click on the Scanner Driver and choose Uninstall.

 

NOTE:  If the driver is not listed, continue to Step 8.

 

6. Check the box for the option: Delete the driver software for this device.

 

7.  Click OK.

 

8. Disconnect the USB cable from the computer and the Brother machine.  Turn Off the Brother machine.

 

9. Restart the computer.

 

10. Re-connect the USB cable to the Computer and the Brother machine and power the machine On.

 

11. A notification should appear in the lower right hand corner stating:  Installing device driver software.  Click here for status.  If you click on this box a Window will display with additional details of which drivers were installed.

 

NOTE:  If you don't receive this message, then either there is no communication between the Brother Machine and the computer or there is a problem with the computer's hardware or Operating System:

 

a) Verify the USB cable is connected properly, try multiple ports on the computer, and try a different USB cable within the recommended specifications.

 

b) If the driver still does not install, try connecting the machine to another computer.  If the machine works on a second computer, then the issue is with the original computer's hardware or Operating System.  Contact your computer manufacturer for further support.

 

12. After a few moments, you should receive a message stating: The drivers are installed and ready to use.

 

13. Attempt to scan again to determine if the issue has been resolved.  If you are still unable to scan, try different ports and a different USB cable within the recommended specifications to determine if the issue is with the interface cable.  If that doesn't resolve the issue, try connecting and scanning from another computer to determine if the issue is specific to this computer's hardware or Operating System.  If you can scan from a second computer, then contact your computer manufacturer to troubleshoot this computer's hardware or Operating System.

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