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Description of Problem 100000019501

I am unable to print in Windows 7 using the Wired Network connection. What can I do?


Description of Solution 200000024735

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

 

Ensure you are logged in with Admin rights.  For troubleshooting purposes, disable any firewall programs that are running.  Once you are able to print, enable your firewall again.

 

STEP 1: VERIFY THE CONNECTION TO THE ROUTER OR ACCESS POINT:

 

Verify that there is a secure connection between the Brother machine and the router or access point.  If necessary, reseat the cable on both the router and the Brother machine.

 

STEP 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.

 

 

STEP 3:  VERIFY THAT THE PRINTER DRIVER IS INSTALLED

 

1. On the computer Click Start => Control Panel => Hardware and Sound => Devices and Printers

 

2. Verify that the Brother “Printer Driver” is in the list.  If the Brother printer is listed, continue to STEP 4.  If the Brother printer is not listed, the driver may not be installed properly.  Refer to STEP 10.

 

NOTE:  If you do not see the list of printer drivers, you may have to click on the Arrow next to Printers And Faxes to expand the field.

 

STEP 4:  VERIFY THAT THE BROTHER PRINTER IS SET AS DEFAULT

 

It is important to set the machine as default if you use the print icon to print from within applications.  If the Brother “Printer Driver” is set as the default printer, it will have a check mark on the icon.  If it is not set as default:

 

While in the Printer folder, right-click on the Brother “Printer Driver” and select Set As Default Printer.

 

 

STEP 5:  VERIFY THAT THE PRINTER STATUS IS READY AND THE PRINT QUEUE IS EMPTY

 

1.  While in the Printer folder, locate the Brother “Printer Driver” in the list and hover your mouse over the 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:

 

a. Right-click on the Brother “Printer Driver” and select See What’s Printing.

 

b. Select Printer.

 

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

 

d. 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.

 

 

STEP 6: VERIFY PRINT PROCESSOR

 

1. While in the Printer folder, right click on the Brother “Printer Driver” and left click on Printer Properties.

 

2. Click on the Advanced Tab.

 

3. Click the Print Processor button.

 

4. Under Print Processor, ensure Winprint is selected.

 

5. Under Default Data type, make sure RAW is selected.

 

6.  Click OK.

 

7. Under the Advanced Tab, uncheck Keep printed documents.

 

8. Click APPLY => OK.

 

 

STEP 7: ATTEMPT A TEST PRINT

 

1. While in the Printer folder, right-click on the Brother “Printer Driver” and select Printer Properties, if it is not already open.

 

2. On the General Tab, click the Print Test Page button.

 

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

 

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

 

c. Right-click on the Brother “Printer Driver” and select See What’s Printing.

 

d. Select Printer => Cancel All Documents.

 

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

 

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

 

 

STEP 8: VERIFY PRINTER DRIVER SETTINGS

 

1.  Obtain the Brother machine’s IP address by printing a Network Configuration Report or User Settings List:

 

a. Press MENU, 5 (Machine Info), 4 (Network Config), BLACK START.

 

b. The report will print.  Find the machine’s IP address on the report.

 

2.  Obtain the computer’s IP Address:

 

a. On the computer, click Start and in the line labeled Search Programs and Files type: CMD and press Enter.

 

b. A command prompt window will open.  Type: IPCONFIG and press Enter.

 

c. 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 of how to reconnect your computer to the network, contact your router manufacturer or network administrator 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.  When completed, you will receive the Ping Statistics.

 

c. If you receive replies, verify that the replies are from the correct IP address.  If you receive valid replies, then there is communication between the computer and the Brother machine.  Continue to STEP 9

 

d. If you don’t receive any replies or they are not from the correct IP address, then this indicates that there is a communication problem between the Brother machine and the Computer.

 

  • If the computer is wireless, confirm that it is connected to the same network that the Brother machine is connected to.  If it is connected to a neighboring wireless network, then you will need to troubleshoot your computer’s network connection. 

 

  • If the computer’s connection is verified but you still have no communication, ensure that there are no firewalls, try another network cable, and other known working ports on the router.  Repeat STEP 8 after making any adjustments to the configuration.  If you still can’t ping the Brother machine, continue to STEP 8-4 to reset the network card.

 

NOTE:  If you have already reset the network card once using STEP 8-4 and the computer still cannot communicate with the Brother machine:

 

  • Try another network cable and another port on the 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/scan from other network-connected computers, then do not complete this step. The issue is specific to this computer’s network connection or printing capability.  Contact your network admin or computer manufacturer for support.

 

a. Reset the Brother machine’s network card:

 

  • Press MENU, 4 (Network), 0 (Network Reset), 1 (Reset), 1 (Yes).

 

  • The machine will reboot.

 

b. Once the machine powers back on, wait a while for the machine and the access point to re-establish a network connection.  It could take up to a minute or more.

 

c. Repeat STEP 8 to determine if the network communication has been successfully established.

 

STEP 9:  CONFIGURE THE DRIVER PORT SETTINGS:

 

1. While in the Printers folder right click on the Brother “Printer Driver” and left click on Printer 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.

 

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.

 

NOTE:  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 name of the port.  For example, change the port name from IP_192.168.1.100 to IP_192.168.1.100a.  The actual port name will depend on the IP address for your Brother machine.

 

8. If you receive a window requesting Additional Port Information, 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, or an IP conflict with another device on the network.  Troubleshoot or eliminate as many of these factors as possible.  Contact your computer manufacturer or network admin to further troubleshoot network communication conflicts.

 

9. 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 or will list the node name of the Brother Machine displayed as BRN or BRW followed by a combination of letters and numbers.  Click FINISH.

 

10. Click on the General Tab.

 

11. Click PRINT TEST PAGE.

 

  • If the test page prints, the issue is resolved.

 

  • If the test page does not print, click OK and close the Printer Properties window.  Right click on the “Printer Driver”, and then left click on Cancel All Documents.  Continue to STEP 10.

 

 

STEP 10: UNINSTALL AND REINSTALL THE BROTHER DRIVERS

 

1. If you are not already within the Printers folder, click Start => Control Panel => Hardware And Sound => Devices And Printers.

 

2. Right click on the Brother “Printer Driver” and select Remove Device.

 

NOTE: If the printer driver was never installed, refer to the solution: "How do I download and install the full driver and software package for Windows 7 using a wired network connection?"

 

3. Click Yes.  The driver will delete.

 

4. Click Add A Printer.

5. Click Network, Wireless, or Bluetooth Printer.

 

6. You will see a message stating: Searching For Available Printers.  The list will populate with available printers.

 

NOTE:  If you do not receive any results, then the correct file may not be available within the Operating System.  Refer to the solution: 'How do I download and install the full driver and software package for Windows 7 using a wired network connection?"

 

7. Select your Brother machine from the list of available printers.

 

8. Click NEXT.  You will receive a message stating: Installing Printer.

 

9. If you receive a message stating that a driver is already installed, select Replace The Current Driver and click NEXT.

 

10. It is recommended that you leave the default printer name and click NEXT.

 

11. Select a Printer Sharing option and click NEXT.

 

NOTE: It is generally not necessary to share a network-connected printer.  All compatible network connected computers will generally be able to communicate with the printer through the access point.

 

12. If you want to use your Brother machine as the default printer, check Set As The Default Printer.

13. Click FINISH.

 

14. Attempt to print again to determine if the issue has been resolved.  If you are still unable to print:

 

  • Try another network cable and another port on the 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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