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Description of Problem 100000026850

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


Description of Solution 200000034522

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: There are two ports on the back of the Brother machine. The USB port is the bottom port. When the machine is new, a sticker stating USB, Install Software First covers the USB port. The sticker must be removed in order to connect the USB cable to the machine. The Ethernet port is the top port. Verify you are connecting the USB cable to the USB port and not the Ethernet port.

 

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

 

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

 

PART 3: VERIFY THE INTERFACE SETTING OF THE MACHINE

 

 1. Print the Printer Settings by pressing the OK key 3 times.

 

 2. On the first page of the Printer Settings, look under General Setup to find Interface.

 

 

- If Interface is set to Auto, go to PART 4.

 

- If Interface is not set to Auto:

 

a. Press the UP or DOWN ARROW key to select General Setup. Press OK.

 

b. Press the UP or DOWN ARROW key to select Interface. Press OK.

 

c. The display will show "Select". Press OK.

 

d. Press the UP or DOWN ARROW key to select Auto. Press OK.

 

e. The display will read "Accepted". Press the CANCEL key to return the printer to "Ready".

 

3. Try printing a document from your computer. 

 

- If the document prints, the issue is resolved. 

 

- If the document does not print, continue to PART 4.

 

PART 4:  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 5.  If the Brother printer is not listed, the driver may not be installed properly.  Refer to PART 9.

 

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 5:  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 6:  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 7: 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.

 

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

 

 - 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 8: 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 9.

 

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 9: REINSTALL THE BROTHER DRIVERS

 

1. Close all applications before running the Uninstaller tool.

 

2. Turn off and unplug the Brother machine from the AC outlet and disconnect the USB cable from the Brother machine and the computer.

 

3. Make sure you are logged onto your computer with Administrator rights.

 

4. Insert the Brother CD-ROM into your CD-ROM drive.

         

5. The CD-ROM main menu will appear. Click EXIT.

 

6. Click START => (My) Computer. Right click on the CD-Rom Drive and left click on Explore or Open.  Browse to the CD-ROM DRIVE - then to the \Tool\rempnp folders.

 

7. Double click on the file BrRemPnP.exe

 

8. Select the Brother machine you want to uninstall, and click the OK button.

 

9. Follow the onscreen instructions. Reboot your computer when prompted.

 

NOTE: Do not use Add New Hardware Wizard to reinstall driver.

 

10. Click My Computer or Computer, double-click the CD-ROM icon, and then double-click Start.exe.

 

11. Click Install Printer Driver on the menu screen.

 

NOTE: Click the Install Printer Driver icon for your region.

 

12. Click USB cable users.

 

NOTE:

- For Windows Vista, when the User Account Control screen appears, click Continue.

 

- If you want to install the PS (PostScript) driver (Brother's BR-Script Driver), select Custom setup and follow the on-screen instructions. When the Select Components screen appears, check PS (PostScript Emulation) Driver, and continue following the on-screen instructions.

 

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

 

14. If you have not done so already, remove the sticker stating USB, Install Software First covering the USB port on the back of the Brother machine.

 

15. A screen will appear prompting you to connect the USB cable, make sure the Brother machine power switch is on. Connect the USB cable to the USB port and then connect the cable to the computer. Click Next.

 

16. Click Finish.

 

NOTE:

- If you want to register your product online, check On-Line Registration.

 

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

 

- If you want to disable the status monitor, uncheck Enable Status Monitor.

 

The installation is now complete.

 

The Brother "Printer Driver" has been reinstalled and the installation is now complete. Try printing again.

 

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