Answer to your Frequently Asked Question:

Printer Friendly
Description of Problem 100000019735

The Paper moves through the printer, but nothing appears on the paper. What should I do?

Description of Solution 200000024979

Make sure that you are using thermal paper (for best results use Genuine Brother Thermal Media).


Make sure that you are loading the thermal paper properly with the smoother print side away from you or facing down.  With thermal paper, printing can only be done on one side.


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.



“A”,”B”, “C”

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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