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Description of Problem 100000019771

When I press the scan button on my scanning software, I receive an error message that reads: Please install scanner or The scan was aborted because the scanner is not powered on or not connected properly.  What should I do?

Description of Solution 200000025015

Is your scanner being recognized by the computer?  When you plug in the scanner you should hear a USB confirmation sound.


If your scanner is not being recognized ensure that the USB cable is properly connected at both ends;


If the error persists replace the USB cable with a known good cable;


If the error persist plug the USB cable into a known good USB port on your computer, remove any devices that may be connected between the scanner and your computer


If you still see the error after verifying the hardware is connected properly, you may need to reinstall the application and driver for the scanner. You may refer to:

"How do I download and install the DSMobileII application for Windows OS?"

"How do I download and install (graphical steps) the MACintosh driver for DS scanner?"

"How do I download my Brother DS Scanner driver from the Brother website for Windows operating system"

If the issue persists the machine has a one year limited exchange warranty. If the machine requires service, call Brother Customer Service at 1-877-276-8437 Monday through Friday, excluding holidays.



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