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Description of Problem 100000021289

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


Description of Solution 200000026957

 

For troubleshooting purposes, ensure you are logged in with admin rights.

 

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

 

PART 1:  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. 

 

NOTE:  If you are unable to power on the machine, then this solution does not apply.  Troubleshoot this hardware issue.

 

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 that will prevent printing, troubleshoot to clear the particular problem before you continue troubleshooting the PC printing.

 

PART 2:  VERIFY THE CONNECTION TO THE WIRELESS ROUTER OR ACCESS POINT

 

1.  On the Brother machine:

 

  1. Press MENU on the Touchscreen.

 

  1. Press Print Reports.

 

  1. Press the UP OR DOWN ARROW key to press Network Config.

 

  1. Press BLACK STARTThe Network Configuration report will print.

 

2.  Locate the Wireless Link Status, SSID and Brother machine's IP address from the Network Config Report.

 

-         If the link status indicates that the Link is OK, the machine is connected to the proper network SSID, and the brother machine has a valid IP address continue to PART 3. 

 

-         If the Wireless Link Status indicates an error, that the connection is unsuccessful, does not have an IP address, or has an invalid IP address, then the Brother machine is not properly joined to a wireless network.  Continue to PART 4.

 

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.

 

PART 3:  VERIFY COMMUNICATION BETWEEN THE BROTHER MACHINE AND COMPUTER

 

1.  Obtain the computer's IP Address:

 

  1. On the computer, click Start => Run or in the Start Search line.

 

  1. Type: CMD and press ENTER or click OK.  A command prompt window will open.

 

  1. Type: IPCONFIG and press ENTER.

 

  1. You should receive information about your computer's network connection.  Make a note of the IP or 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 how to reconnect the computer to your network, contact your router manufacturer or network admin for further assistance.

 

-      Refer to the following link to obtain contact information for common router manufacturers:  http://www.brother-usa.com/support/wireless/wireless_router_information.htm 

 

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:

 

  1. If you receive replies and they are from the Brother machine's IP address (see image below for an example), then there is communication between the computer and the Brother machine.  Close the command window and continue to PART 5.

 

 

  1. If you receive replies, and they are not from the Brother machine's IP address or indicate "Destination net/host unreachable." (see image below for an example), then this indicates that there is a communication problem between the Brother machine and the Computer:

 

 

-         Confirm that the computer is connected to the same network that the Brother machine is connected to.  If the computer is not properly connected to your network, then you will need to troubleshoot your computer's network connection.  Contact your router manufacturer or Network Admin for support. 

 

-         Ensure that there are no active firewalls. 

 

NOTE: For Windows Firewall users, click here if you need instructions for disabling the Windows Firewall.  For a third-party firewall, such as Norton or McAfee, refer to your software's documentation for instructions on how to disable the application.

 

-         Repeat PART 2 after making any adjustments to the configuration.

 

-         If you still can't ping the Brother machine, contact your router manufacturer or Network Admin for support. 

  

  1. If you do not receive any replies as indicated by "Request timed out." (see image below for an example), then this indicates that there is a communication problem between the Brother machine and the Computer:

 

 

-         Confirm that the computer is connected to the same network that the Brother machine is connected to.  If it is not properly connected to your network, then you will need to troubleshoot your computer's network connection.  Contact your router manufacturer or Network Admin for support. 

 

-         Ensure that there are no active firewalls. 

 

NOTE: For Windows Firewall users, click here if you need instructions for disabling the Windows Firewall.  For a third-party firewall, such as Norton or McAfee, refer to your software's documentation for instructions on how to disable the application.

 

 

-         Repeat PART 2 after making any adjustments to the configuration.

 

-         If you still can't ping the Brother machine, contact your router manufacturer or Network Admin for support. 

 

 

PART 4:  ESTABLISH A WIRELESS CONNECTION

 

NOTE:  All network settings will be reset with this operation.  If you can print or scan from other computers on the network, but not from this specific computer, do not reset the network card.  Doing so will affect the other computers on the network.  In this case there is an issue specific to this computer's network communication.  Some common causes are software firewalls, security programs, and other software applications that may be blocking communication.  Contact your computer manufacturer or network admin for support troubleshooting this particular computer.

 

1.  For steps on connecting the machine to your wireless network, refer to the solution:

 

-      How do I join the Brother machine to an Infrastructure Wireless Network?

 

-      How do I join the Brother machine to an Adhoc Wireless Network?

 

2.  Once the machine is connected to the wireless network, repeat to PART 2

 

PART 5:  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 Driver" is in the list.

 

-      If the Brother "Scanner Driver" is listed, continue to the next step.

 

-      If the Brother "Scanner Driver" is not listed, the driver may not be installed properly.  Continue to PART 7.

 

5.  Make sure the Brother "Scanner Driver" 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 likely 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 6.

 

 

PART 6: ATTEMPT A TEST SCAN

 

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

 

2. Click NEW SCAN.

 

 

3. If prompted, choose your Brother "Scanner Driver" or click Change and select your scanner.  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 7.

 

 

PART 7: UNINSTALL AND REINSTALL THE BROTHER DRIVERS

 

1.  On the computer click on Start => (All) Programs => Brother => XXX-XXXX => Uninstall.  (Where X is the model of your Brother machine)

 

NOTE:  If the software is not installed, continue to PART 7 STEP 4.

 

2.  When asked to confirm that you want to completely remove the software, click OK.

 

3.  When the uninstall is complete, you will be prompted to restart the computer.  Click YES and wait for the computer to reboot.

 

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? 

 

5. Attempt to scan again to determine if the issue has been resolved.  If you are still unable to scan:

 

-         Verify that there are no security applications or firewalls running on the computer that could prevent network communication.

 

-         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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