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Description of Problem 100000021757

I am unable to print to my printer over a network with a DHCP assigned address in Windows. What can I do?


Description of Solution 200000027614

Difficulty printing from your computer can occur for various reasons.  The most common reason a networked Brother machine may stop printing, is because the connection between the computer and the Brother machine is lost.  This can occur as a result of wrong settings or configuration of the printer driver.  There are several basic troubleshooting steps you can take to resolve this issue.

 

 

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.  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 " Jam Tray 1" or "Toner Life End".  If the LCD screen shows an error, troubleshoot to clear the issue indicated.

 

 

PART 2:  VERIFY THE CONNECTION TO THE ROUTER

 

1. Print the Network Configuration report:

 

a. Press the SET key 3 times. The report will print.

 

2. Verify the Interface setting.

 

a. On the first page locate Interface, below that you will see Select. This should be set to AUTO.

 

- If Select is already set for AUTO, continue to STEP 3.

 

- If not, please change the Interface setting to AUTO, by following the steps below.

 

i. Press the MINUS (-) key to select Interface. Press SET.

 

ii. The display will indicate Select. Press SET.

 

iii. Press the PLUS (+) key to select AUTO. Press SET.

 

iv. Press the BACK key to return the printer to "Ready".

 

b. Print out the settings pages to verify this setting has been reset by pressing the SET key 3 times. On the first page find Interface, below that you will see Select. This should now be set to AUTO. Continue to STEP 3.

 

3.  On the last page printed, locate the IP address of your Brother machine on this list.  It will be displayed as XXX.XXX.XXX.XXX.  If the IP Address is 169.254.xxx.xxx, this indicates that there is no communication between the router and the Brother machine.

 

a. On the Network Configuration report, ensure that the Ethernet or Wireless Link Status states:  LINK OK, then continue to PART 3.  If the status states LINK DOWN, FAILED TO ASSOCIATE, this indicates a connection error.

 

 

PART 3:  VERIFY COMMUNICATION BETWEEN THE BROTHER MACHINE AND COMPUTER

 

1. Obtain the computer's IP Address:

 

a. click Start => Run (Or click in the Start Search line).

 

b. Type: command and click OK or press Enter.

 

c. A command prompt window will open. Type: ipconfig and click OK or press Enter.

 

d. You should receive information about your computer's network connection.  Make a note of the IP Address.  If you do not receive an IP address, this indicates that there is a problem with your computer's network connection.  Try restarting the computer, and completing PART 3 again.  If you still do not receive an IP address contact your router manufacturer or network administrator for support.

 

2. PING the Brother machine:

 

a. click Start => Run (Or click in the Start Search line).

 

b. Type: command and click OK or press Enter.

 

c. Type: ping xxx.xxx.xxx.xxx  (Where xxx.xxx.xxx.xxx is the Brother machine's IP Address listed on the network configuration page printed in PART 2.)

 

d. 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.

 

e. If the number of packets sent DOES NOT equal the number of packets received, then there is a communication problem between the Brother machine and the computer.  Attempt to re-establish communication by completing the following steps:

 

f. Set boot method to Auto.  This is necessary so that the Brother machine can attempt to obtain a valid IP address from your router or access point.

 

i. Press the PLUS (+) key to select Network. Press Set.

 

ii. Press the PLUS (+) key to select TCP/IP. Press Set.

 

iii. Press the PLUS (+) key to select IP Method. Press Set.

 

iv. Press the PLUS (+) key to select AUTO. Press Set.

 

v. Turn the Brother machine off, wait approximately 30 seconds and power the Brother machine back on. Complete PART 3-2 again.

 

g. If the number of packets sent equals the number of packets received, then this indicates there is communication between the Brother machine and the Computer.  Continue to the next step.

 

 

PART 4:  VERIFY THE PRINTER DRIVER IS INSTALLED

 

1. Click Start => Run (Or click in the Start Search line).

 

2. Type: control printers and click OK.

 

3. Verify the Brother printer is in the list. 

 

- If the Brother printer is listed, continue to STEP 4

 

- If the Brother printer is not listed, the driver may not be installed properly.  Continue to PART 7 to uninstall and reinstall the Brother driver.

 

4.  Verify that the brother printer is set as default.  This is especially important if you use the print icon to print from within applications.  If the Brother printer is set as the default printer, it will have a check mark in front of the icon.  To set your Brother machine as the default printer, right click on the Brother printer and select Set As Default (Printer).

 

 

PART 5:  VERIFY THE PRINTER STATUS IS READY AND THE PRINT QUEUE IS EMPTY

 

1. While still in the Printers folder, locate the Brother printer in the list and hover your mouse over the Brother printer icon.  Below is an example of what you may see:

 

Status: Ready (Could also state: Use Printer Offline or Paused)

Documents: 0 (Could be any number)

 

2. If there are any documents waiting in the queue, right-click on the Brother printer and select Cancel All Documents.  This should clear the queue.

 

3. If the status states: (Use Printer) Offline, right-click on the Brother printer and uncheck Use Printer Offline or select Use Printer Online depending on your operating system.  This should set the printer driver Online.

 

4. If the status states: Paused, right-click on the Brother printer and uncheck Pause Printing or click Resume Printing depending on your operating system.  This should allow the printer to resume printing. 

 

 

PART 6:  CHECK THE DRIVER PORT SETTINGS

 

1. While still in the Printers folder, right click on the Brother driver and left click on Properties.  The Brother printer driver properties screen will now appear.

 

2.  Click the Ports tab.

 

3. You will see a list of the available communication ports on your PC (Ex: LPT1:, LPT2:, COM1:, etc.).  Make a note of the current port.  It should be set for the IP address or Node name of the Brother machine.

 

4. Click Add Port.

 

5. Choose Standard TCP/IP Port then click New Port.  The Standard TCP/IP Printer Port Wizard will appear.

 

6. Click Next.

 

7. In the field labeled Printer Name or IP Address, type the IP address of your Brother machine from the Network Configuration sheet you printed in PART 2.  Click Next.

 

8. A screen will appear with information about your Brother machine.  Click Finish.

 

9. Click Close. Click Apply

 

10. Click the General tab.

 

11. Click Print Test Page.  A test page should now print correctly.  If the test page does not print, click OK and close the Printer properties window.  Right click on the printer, then left click on Cancel All Documents and continue to PART 7 to reinstall the printer driver.

 

 

PART 7:  UNINSTALL AND REINSTALL THE BROTHER DRIVERS

 

There may be a problem with incomplete or improper driver installation. To resolve this issue you may need to uninstall and reinstall the drivers.  Please refer to one of the following steps depending on which type of drivers you originally installed.

 

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

 

NOTE:  If the software is not installed, continue to 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. Once the computer restarts, continue to the next step.

 

4. Put the supplied CD-ROM into your CD-ROM drive. The opening screen will appear automatically. Choose your printer model and the language.

 

NOTE:  If the opening screen does not appear, use Windows Explorer to run the start.exe program from the root folder of the Brother CD-ROM.

 

5. Click Install Software on the menu screen.

 

6. Click Install Print Driver.

 

7. Select Network Cable Users.

 

8. For Windows XP SP2 or greater and Windows Vista Windows Firewall Users:  If a firewall is detected, choose Change the Firewall Port Settings To Enable Network Connection And Continue With The Installation (Recommended).  Then click Next.

 

NOTE:  If you are using a firewall other than Windows Firewall or Windows Firewall is off, you may receive a message warning you that the firewall could block network communication. 

         

9. When the License Agreement window appears, click Yes if you agree to the License Agreement.

 

10. Choose Brother Peer-to-Peer Network Printer, and then click Next.

 

11. Select Search the network for devices and choose from a list of discovered devices or enter your printer's IP address. Click Next.

 

NOTE:  You can find your printer's IP address and the node name by printing out the Printer Settings Page.

 

12. Select the IP address of your printer and LPR, and then click Next.

 

13. Click Finish.

 

14. If prompted to restart the computer, select Yes, I Want To Restart My Computer Now, and click Finish.  The computer will restart.  The installation is now complete.

 

NOTE:  After restarting the computer you must be logged on with Administrator rights.

 

15.  Attempt to print again. If still unable to print please try the following:

 

- Try another network cable (Wired Users Only).

 

- Try machine on a different computer on the network.

 

- If you are using personal Firewall software, we recommend that you disable this application and attempt to print again.  The Firewall may be blocking the necessary network communication between your computer and the Brother machine.  Please contact the Firewall software vendor for assistance with disabling your Firewall.

 

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