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Description of Problem 100000021130

The Brother Software installation doesn't continue past the connect USB cable screen in Windows 7. What can I do?


Description of Solution 200000026728

This issue can occur if you were unsuccessful in an attempt to install the Brother software and did not remove it from your computer before attempting to install again. It can also occur if you connected the USB cable before the software installation prompt appeared or there is a problem with the cable's connection.

 

1. Verify the USB cable you are using meets the recommended specifications and connections listed below:

 

  • It is recommended that the USB A/B cable is no longer than 6ft.  Although the connectivity may still be good with a longer cable, Brother suggests that the shorter the cable is, the better the rate of success will be.

 

  • Verify the USB cable is NOT USB to Parallel.  If so, you must replace the cable.

 

  • If you are using a USB hub or cable extension, disconnect the cable from the hub and connect it directly to the computer.

 

  • If a USB card was installed on the computer, remove the cable from the port attached to the card and connect the cable to the USB port that came with the computer.

 

  • Verify that the cable is securely connected on both ends and that the cable connects to both the Brother machine and the PC in the correct port.  Specifically verify that the USB cable is not connected to a Network port, PictBridge port, Line or EXT jack, or any port other than the USB port.  Reseat the cable if necessary.

 

2. Try connecting to different ports on the pc.  The front USB ports on some computers will not recognize the Brother machine.  Try a port in the back, or another available port if possible.

 

3. If the installation still doesn't continue, try another USB cable. The current cable you are using may be defective.

 

4. If a second USB cable doesn't resolve the issue, you will need to run the uninstall tool to remove any prematurely installed drivers and attempt to reinstall in the correct sequence.  Follow the solutions listed below:

 

 

 

If the problem continues and your machine is within warranty, you can locate a Brother Authorized Service Center (ASC) in your area by clicking on the link below:

http://www.brother-usa.com/service/default.aspx or contact Brother Customer Service by calling 1-877-Brother (1-877-276-8437) Monday through Friday, excluding holidays. 

 

If your machine is out of warranty, you can locate a Brother Authorized Service Center using the information listed above.

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