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
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.
2: VERIFY THE BROTHER MACHINE IS POWERED ON AND THERE ARE NO ERRORS
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.
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.
3: VERIFY THE SCANNER DRIVER IS INSTALLED
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
PART 4: ATTEMPT A TEST SCAN
Start => All Programs => Windows Fax and Scan
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.
5: RESTART THE WINDOWS IMAGE ACQUISITION (WIA) SERVICE
1. On the computer, click
on Start => Control Panel => System And Security => Administrative
2. Double-click on
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
a) If the Service is
Started, press STOP, and then press START to restart the
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
6. Click OK
to close the Windows Image Acquisition (WIA) Service, and close the
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 6: UNINSTALL AND
REINSTALL THE BROTHER DRIVERS
2. Right-click Computer
and select Properties.
3. Click Device
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.
8. Disconnect the USB
cable from the computer and the Brother machine. Turn Off the
9. Restart the
10. Re-connect the USB
cable to the Computer and the Brother machine and power the machine
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
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.
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