Answer to your Frequently Asked Question:

Printer Friendly
Description of Problem 100000019713

My printer seems to be printing the entire page lightly. What should I do?

Description of Solution 200000024956

Make sure that you are using Genuine Brother Thermal Media.

Clean the print head (Reference the User's Guide)

Print a configuration page; verify the density setting is set to 7. Increase the print density setting if it is 5 or below. (Reference the User's Guide).


If the paper you are using was purchased between January 18th, 2011 and April 8th, 2011; and is one of the following part numbers, LB3662, LB3663, LB3667, please call Brother Mobile Solutions Customer Service at 1-800-543-6144.




PJ label with lot number, 2011.jpg



If the manufacture date in the "LOT #" on the product is "A", "B", or "C" please call Brother Mobile Solutions Customer Service at 1-800-543-6144. The instructions for locating the manufacture date are:

1)    Find the label on the box. It should say "Genuine Brother Supplies". The lower right corner will contain a "LOT #". Example" "LOT #:689BM10

2)    If the 5 character from the left, the second alpha character, is "A", "B", or "C" you have potentially defective paper.

3)    Recommendations:

  • For the suspect product that has been shipped to you between the dates cited above, Brother Mobile is initiating a proactive, full exchange of the suspect product with replacement product that meets our quality standards. We expect to be able to fulfill these exchanges starting with a Monday, April 25, 2011, arrival date.
  • We further recommend you responsibly dispose of or recycle any suspect product locally.
  •  In the meantime, we are recommending that you DO NOT USE any of these suspect products.
  • For a limited number of more urgent situations, we have established a "hotline" process where you can call Brother Mobile's toll-free number and request an expedited exchange of the suspect product that we will fulfill at no cost. 
  • Finally, there may be some segment of our customer base for whom their business process relies on the ability to store / archive a thermal image for a longer period of time (up to 7 years). For those customers with a longer-term storage need, we strongly recommend creating a duplicate image.


The machine has a one year limited depot warranty. If the machine requires service, call Brother Mobile Solutions Customer Service at 1-800-543-6144 Monday through Friday, excluding holidays for a Return Authorization number.


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