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
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.
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.
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.
recommend you responsibly dispose of or recycle any suspect product
In the meantime, we
are recommending that you DO NOT USE any of these suspect
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