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Description of Problem 100000025764

I am unable to print from my Windows 7 computer using the USB connection. What can I do?


Description of Solution 200000033025

Difficulty printing from your PC can occur for various reasons.  The most common reason a 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 on the printer driver.  There are several basic troubleshooting steps you can take to resolve this issue.

 

PART 1: VERIFY THE STATUS OF THE BROTHER MACHINE

 

1.  Make sure that the Brother machine is turned on.

 

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 particular problem.

 

 

PART 2: VERIFY THE CONNECTION OF THE BROTHER MACHINE AND COMPUTER

 

1.  Disconnect and then reconnect the USB cable from the computer and the Brother machine.  Make sure the interface cable has a secure connection to both the Brother machine and your computer.  If you are using a USB hub, remove it and connect directly to the computer.

 

NOTE:  We recommend that the USB cable supports the following specifications:

 

-         Type A/B 1.1 or 2.0 that is 6 feet (2 meters) or less.

-         Twisted pair

-         Shielded

 

WARNING:  Ensure that the cable is connected to the USB port on the machine and not any port other than the USB port.

 

2.  Cycle the power to the Brother machine for about 15 seconds.

 

 

PART 3:  VERIFY THAT THE PRINTER DRIVER IS INSTALLED

 

1. On the computer Click Start => Control Panel => Hardware and Sound => Devices and Printers.

 

2. Verify that the Brother printer in the list.  If the Brother printer is listed, continue to PART 4.  If the Brother printer is not listed, the driver may not be installed properly.  Refer to PART 8.

 

NOTE:  If you do not see the list of printer drivers, you may have to click on the Arrow next to Printers And Faxes to expand the field.

 

 

PART 4:  VERIFY THAT THE BROTHER PRINTER IS SET AS DEFAULT

 

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 Driver" and select Set As Default Printer.

 

 

 

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

 

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

 

Status: 0 document(s) in queue (It could be any number)

Status: Printer: Ready (It could also state: Offline, Paused, etc.)

 

2.  If the Status states: Paused or Offline:

 

-         Right-click on the Brother "Printer Driver" and select See What's Printing.

 

-         Select Printer.

 

-         If there is a check next to Pause Printing, click it again to uncheck the selection.

 

-         If there is a check next to Use Printer Offline, click it again to uncheck the selection.

 

-         If there are documents waiting in the queue, and they begin to print, then the issue is resolved.  Otherwise, continue troubleshooting.

 

3. If there are any documents waiting in the queue:

 

-         Right-click on the Brother "Printer Driver" and select See What's Printing.

 

-         Select Printer => Cancel All Documents

 

-         Press Yes.  This should clear the queue.

 

NOTE:  You may have to make several attempts to completely clear the print queue.

 

 

 

 

PART 6: ATTEMPT A TEST PRINT

 

1. While in the Printer folder, right-click on the Brother "Printer Driver" and select Printer Properties.

 

2. On the General Tab, click the Print Test Page button.

 

  1. If the test page prints, then your issue is resolved.

 

  1. If the test page does not print, close the Printer Properties window

 

-         Right-click on the Brother "Printer Driver" and select See What's Printing.

 

-         Select Printer => Cancel All Documents

 

-         Press Yes.  This should clear the queue.  Continue troubleshooting.

 

NOTE:  You may have to make several attempts to completely clear the print queue.

 

 

PART 7: VERIFY PRINTER PORT SETTINGS

 

1. While in the Printer's folder, right-click on your Brother "Printer Driver" and select Properties.

 

2. Click on the Ports Tab and verify the port that is selected for your machine.  If it is not set for the correct port, change it to the correct port.  The port should be USB00x. (x is a number).

 

 

 

a. If there are multiple USB Virtual Ports, you may have to test each one to determine which will allow the machine to print.  After any failed attempts, clear the print queue and try a different port.  If you still can't print, continue to PART 8.

 

b. If there are no USB Virtual Ports to select, then either there is no communication between the Brother Machine and the computer or there is a problem with the computer's operating system.

 

-         Verify the USB cable is connected properly, try multiple ports on the computer, and try another known working cable.

 

-         If you still do not have a USB virtual port available, try connecting the machine to another computer.  If the machine works on a second computer, then the issue is with the original computer's Operating System not properly loading the USB controllers.  Contact your computer manufacturer for further support.

 

WARNING:  Do not attempt to create a local port.  The correct ports should be automatically created by the Operating System.

 

PART 8: REINSTALL THE BROTHER DRIVERS

 

Please close all applications before running the Repair MFL-Pro Suite.

 

1. The machine must be turned ON and the interface cable must be connected to run the repair.  Turn on your computer and log on with Administrator rights.

 

2. Insert the supplied CD for your Operating System into your CD drive. If the language screen appears, select your language.   If you are not prompted with the language screen, go to My Computer, then double click on the MFL-PRO icon.

 

3. The CD-ROM main menu will appear.  Click Advanced.

 

4.  Click on Repair MFL-Pro Suite.

 

5. When the software prompts to turn off machine and disconnect the USB connection, do so, then click YES.

 

6.  Choose Local Connection (USB) and then click NEXT.

 

7. When prompted to connect the cable:

 

a. Using both hands, use the plastic tabs on both sides of the machine to lift the scanner cover until it locks securely into the open position.

 

b. Connect the USB cable to the USB socket marked with a USB symbol. You will find the USB socket inside the machine on the right as shown below.

 

WARNING: For machines with network ports, make sure you connect the cable to the USB port, not the LAN port.

 

 

 

c. Carefully route the USB cable into the cable channel and out the back of the machine.  Connect the cable to your computer.

 

 

 

d. Using both hands, grasp the plastic tabs on both sides of the machine and gently close the scanner cover.  Make sure that the cable does not restrict the cover from closing, or an error may occur.

 

 

NOTE:  Brother recommends you use a type A/B USB cable that is no longer than 6 feet directly connected from the machine to your computer.  Other cable configurations may work, but connection loss is common.

 

8. Plug in the power cord to turn the Brother machine on.  The installation should automatically continue.

 

9. The installation will continue automatically and the screens will appear one after another.  Please wait. It will take a few moments for all the screens to appear. Do not try to cancel any of the screens during this installation. 

 

NOTE:  If asked: Would you like to install this device software?  Click INSTALL.

 

10. When the On-Line Registration screen is displayed, make your selection and follow the on-screen instructions.  Once you have completed the registration click NEXT to continue the installation.

 

11.  The "Setup Complete" screen will appear:

 

-      If you do not want to set your machine as the Default Printer, uncheck Set as Default Printer.  Click NEXT.

 

-      (MFC-J625DW) For troubleshooting purposes, uncheck Trial Photo Print.

 

12. Select Yes, I Want To Restart My Computer Now and click FINISH.   The computer will restart.

 

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

 

13.  Once the computer restarts, the following screens will appear:

 

-      When the Check for Firmware Updates screen appears, choose the firmware update setting you want and click OK.

 

-      When the Brother Product Research & Support Program starts up, follow the on-screen instructions.

 

NOTE: Internet access is required for the firmware update and the Brother Product Research & Support Program.

 

14.  Attempt to print again.

 

-         If you can print, then the issue is resolved.

 

-         If you are still unable to print, try a different USB cable within the recommended specs or a different port on the computer to determine if the issue is with the interface, or try connecting and printing from another computer to determine if the issue is specific to this computer's operating system.

 

 

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