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Description of Problem 100000021144

I am unable to scan in Windows 7 using the Wired Network connection. What can I do?


Description of Solution 200000026749

The most common reason a networked Brother machine may stop scanning, is because the connection between the computer and the Brother machine is lost.

 

For troubleshooting purposes, ensure you are logged in with admin rights.  Disable any firewall programs that are running.  Once you are able to scan, enable your firewall again.  If the firewall blocks network communication, we recommend adding the following Internal/External ports in your firewall: (Refer to your Firewall software documentation for support)

 

  • UDP: 54925
  • UDP: 54926
  • UDP: 137

 

NOTE:  If your computer is running any Virtual Private Network (VPN) software, please disable it before you continue troubleshooting.

 

PART 1: VERIFY THE CONNECTION TO THE ROUTER OR ACCESS POINT:

 

Verify that there is a secure connection between the Brother machine and the router or access point.  If necessary, reseat the cable on both the router and the Brother machine.

 

PART 2: VERIFY THE BROTHER MACHINE IS POWERED ON AND THERE ARE NO ERRORS

 

1.  If the LCD screen is blank, then the Brother machine is not powered on or is in sleep mode.  Press a button on the machine to see if it wakes from sleep mode.  If it does not, then verify that it is plugged into a working outlet and any power switches are turned to the ON position.

 

2.  Check the LCD screen for any error messages.  An example would be "Paper Jam" or "Ink/Toner Empty".  If the LCD screen shows an error, troubleshoot to clear the issue indicated.

 

 

PART 3: VERIFY NETWORK COMMUNICATION

 

1.  Obtain the Brother machine's IP address by printing a Network Configuration Report or User Settings List:

 

  • Press MENU.

 

  • Press the UP OR DOWN ARROW Key to select Print Reports then press OK.

 

  • Press the UP OR DOWN ARROW Key to select Network Config then press OK.

 

  • Press BLACK START.  The report will print.

 

  • Find the machine's IP address on the report.  If the IP address is not valid for your network, then continue to PART 3-4 to reset the network card.

 

NOTE:  An invalid IP address would be all zeroes, an APIPA address (169.254.x.x) on an Infrastructure network, or an address within an incorrect range for your network.

 

2.  Obtain the computer's IP Address:

 

a. On the computer, click Start and in the line labeled Search Programs and Files type: CMD and press Enter.

 

b. A command prompt window will open.  Type: IPCONFIG and press Enter.

 

c. You should receive information about your computer's network connection.  Make a note of the IPv4 Address.

 

NOTE:  If you do not receive an IP address, this indicates that there is a problem with your computer's network connection.  If you are unsure of how to reconnect your computer to the network, contact your router manufacturer or network administrator for further support with the computer's network connection.

 

3.  Ping the Brother machine:

 

a. While still in the command prompt window, type: PING xxx.xxx.xxx.xxx  (Where xxx.xxx.xxx.xxx is the Brother machine's IP Address noted earlier.)

 

b. Press Enter on your keyboard.  The computer will ping, or try to communicate with the Brother machine.  When completed, you will receive the Ping Statistics.

 

c. If you receive replies, verify that the replies are from the correct IP address.  If you receive valid replies, then there is communication between the computer and the Brother machine.  Continue to PART 4

 

d. If you don't receive any replies or they are not from the correct IP address, then this indicates that there is a communication problem between the Brother machine and the Computer.

 

  • If the computer is wireless, confirm that it is connected to the same network that the Brother machine is connected to.  If it is connected to a neighboring wireless network, then you will need to troubleshoot your computer's network connection. 

 

  • If the computer's connection is verified but you still have no communication, ensure that there are no firewalls, try another network cable, and other known working ports on the router.  Repeat PART 3 after making any adjustments to the configuration.  If you still can't ping the Brother machine, continue to PART 3-4 to reset the network card.

 

NOTE:  If you have already reset the network card once using PART 3-4 and the computer still cannot communicate with the Brother machine:

 

  • Try another network cable and another port on the access point.

 

  • Try to communicate from another network-connected computer.

 

These steps will help determine if the issue is specific to this computer.  If you can communicate from other computers, then contact your computer manufacturer or network administrator for assistance troubleshooting this specific computer.

 

 

4.  Perform a Network Factory Reset.

 

NOTE:  All network settings will be reset with this operation.  If you can print/scan from other network-connected computers, then do not complete this step. The issue is specific to this computer's network connection or scanning capability.  Contact your network admin or computer manufacturer for support.

 

a. Reset the Brother machine's network card:

 

  • Press MENU.

 

  • Press the UP OR DOWN ARROW Key to select Network and press OK

 

  • Press the UP OR DOWN ARROW Key to select Factory Reset and press OK.

 

  • Press 1 (Yes).

 

  • Press 1 (Yes).  The machine will reboot.

 

b. Once the machine powers back on, wait a while for the machine and the access point to re-establish a network connection.  It could take up to a minute or more.

 

c. Repeat PART 3 to determine if the network communication has been successfully established.

 

PART 4:  VERIFY THAT THE SCANNER DRIVER IS INSTALLED

 

1. Click Start.

 

2. In the line labeled "Search Programs and Files" type: Cameras

 

3. Click the link for View Scanners and Cameras.

 

4. Verify that the Brother scanner is listed.  If the Brother scanner is not listed, the driver may not be installed properly.  Continue to PART 6.

 

5.  Make sure the Brother scanner is selected and click PROPERTIES.

 

6.  Click the Network Setting tab.

 

7.  Click the BROWSE button.  The computer will search for the Brother machine. 

 

  • If the machine is found successfully, ensure the IP address matches the address of the Brother machine.  Highlight the search result and click OK. 

 

  • If the machine isn't found successfully, then there is no communication between the devices over the network.  This may be caused by a firewall or other security program blocking communication.  Try to eliminate as many of these applications and try browsing again. Contact your network admin or computer manufacturer for further support.

 

8.  Change the setting to Specify Your Machine By Address.  The IP Address should match the machine's IP address found in the previous step or you can manually specify the machine's IP address.

 

9. Click OK.  Continue to PART 5.

 

PART 5: ATTEMPT A TEST SCAN

 

1. Click Start => All Programs => Windows Fax and Scan

 

2. Click NEW SCAN

 

3. Choose your Brother "Scanner Driver" and click OK.

 

NOTE:  If you only have one imaging device you may not be prompted with this option.

 

4. Choose your preferred scanner settings and then click SCAN.

 

  • If the Brother machine scans, then the issue is resolved. 

 

  • If you are still unable to scan, continue to PART 6.

 

 

PART 6: UNINSTALL AND REINSTALL THE BROTHER DRIVERS

 

You will need to uninstall and reinstall the drivers.  Make sure that you will be able to download the drivers so that they can be reinstalled.

 

1. Click Start => (All) Programs => Brother => XXX-XXXX => Uninstall (Where x represents the model of your machine).

 

2. Click OK.

 

3. Click Yes, I Want To Restart My Computer Now, and click FINISH.

 

4.  Once the computer restarts, you will need to reinstall the drivers.  Refer to the solution: "How do I download and install the full driver and software package for Windows 7 using a Wired Network connection?"

 

5. Once the software is reinstalled, attempt to scan again to determine if the issue has been resolved.  If you are still unable to scan:

 

  • Try another network cable and another port on the access point.

 

  • Attempt to scan from another network-connected computer.

 

These steps will help determine if the issue is specific to this computer.  If you can scan from other computers, then contact your computer manufacturer or network administrator for assistance troubleshooting this specific computer.

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