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Description of Problem 100000026965

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


Description of Solution 200000034665

Ensure you are logged into your computer with Admin rights.

 

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, 6 (Print Reports), 6 (Network Config), Black Start.

 

  1. The report will now 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 and in the Search Programs and Files line.

 

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

 

  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 PRINTER IS SET AS DEFAULT, THAT THE STATUS IS READY, AND THE PRINT QUEUE IS EMPTY

 

1. Open the Printer Folder:

 

-         Click Start => Control Panel => Hardware and Sound => Devices and Printers

 

2. Verify that the Brother printer is in the list.

 

WARNING:  In Windows 7 the "Printer Driver" icon is sometimes combined with the Brother "PC Fax Driver" or another driver that shares the same port.  To determine if this is the case, right click on the available driver and left click on Printer Properties.  If you are given the option to choose the Brother "Printer Driver", then it is installed.

 

 

-         If the Brother printer is listed, continue to PART 5 STEP 3

 

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

 

3. Verify that the Brother "printer driver" is set as default.  It is important to set the machine as default if you use the print icon to print from within applications.  If the Brother "Printer Driver" is set as the default printer, it will have a check mark on the icon.  If it is not set as default, while in the Printer folder, right-click on the Brother "Printer Driver" and select Set as Default Printer.

 

4.  Hover your mouse over the Brother printer 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.)

 

5.  If the Status states: Paused or Offline:

 

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

 

  1. Select Printer.

 

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

 

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

 

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

 

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

 

  1. Select Printer => Cancel All Documents.

 

  1. Press Yes.  This should clear the queue.

 

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

 

-         If you made changes to the driver during PART 5, then continue to PART 5 STEP 7.

 

-         If you did not make any changes to the printer driver during PART 5, then continue to PART 6

 

7. Right click on the Brother "printer driver" and left click on Printer Properties.  The Brother "printer driver" properties screen will now appear.

 

8. Click PRINT TEST PAGE.

 

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

 

-         If the test page does not print, click OK and close the Printer Properties window.  Right-click on the "printer driver", then left click on Cancel All Documents.  Press Yes and continue to PART 6.

 

 

PART6: CHECK THE DRIVER PORT SETTINGS:

 

1. If you haven't already opened the printer folder, then do so:

 

-         Click Start => Control Panel => Hardware and Sound => Devices and Printers

 

2. Right-click on the Brother "printer driver" and left click on Printer Properties.  The Brother "printer driver" properties screen will now appear.

 

3. Click the Ports Tab.

 

4. You will see a list of the available communication ports on your PC (Ex:  LPT1:, LPT2:, COM1:, ETC)

 

 

5. Click Add Port.

 

NOTE: If the Add Port option is grayed out or unavailable, ensure that you are logged in with admin rights and try again.

 

6. Choose Standard TCP/IP Port and then click NEW PORT.  The Standard TCP/IP Printer Port Wizard will appear.

 

 

7. Click NEXT.

 

 

8. In the field labeled Printer Name or IP Address, type the IP address of your Brother machine that you obtained and verified earlier and then click NEXT.

 

 

NOTE:  If you receive an error stating: "A port with that name already exists.", click OK.  Then in the Port Name field on the wizard, slightly modify the auto-filled Port Name only.  Do not change the Printer Name or IP Address.  For example, change the port name from IP_10.10.130.13 to IP_10.10.130.13a.  The actual port name will depend on the IP address for your Brother machine.

 

 

 

9. If you receive a window stating: "Additional Port Information Required", then the computer is not communicating properly with the Brother machine.  Some common causes of this issue are:

 

-         Firewalls and security applications

-         A conflict with another application running on the computer

-         An IP Address conflict with another device on the network

 

Troubleshoot or eliminate as many of these factors as possible.  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. Contact your computer manufacturer or network admin to further troubleshoot network communication conflicts.

 

 

10. If you receive a window stating: Completing the Add Standard TCP/IP Printer Port Wizard, look for the section labeled Adapter Type.  If the communication is successful, this section should indicate that the computer is communicating with a Brother Print Server or will list the node name of the Brother Machine displayed as BRN or BRW followed by a combination of letters and numbers.  Click FINISH.

 

 

11. Click Close.

 

12. Click Apply

 

13. Click the General Tab.

 

14. Click PRINT TEST PAGE.

 

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

 

-         If the test page does not print, click OK and close the Printer Properties window.  Right click on the "printer driver", then left click on Cancel All Documents.  Click Yes and continue to PART 7.

 

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

 

 

PART 7:  UNINSTALL AND REINSTALL THE BROTHER DRIVERS

 

This step assumes use of the compatible software CD.  The appropriate software can also be downloaded from http://www.brother-usa.com/downloads  

 

If the software has not been installed or is not available, refer to the solution: How do I download and install the full driver and software package for Windows?  You may also use the Windows 7 compatible CD if available.

 

 

1. If you are not already within the Printers folder, click Start => Control Panel => Hardware And Sound => Devices And Printers.

 

2. Right click on the Brother "Printer Driver" and select Remove Device.  If the driver is not listed, continue to PART 7 STEP 4.

 

3. Click Yes.  The driver will delete.

 

4. Click Add A Printer.

 

5. Click Network, Wireless, or Bluetooth Printer.

 

6. You will see a message stating: Searching For Available Printers.  The list will populate with available printers.

 

NOTE: If the printer driver was never installed, refer to the solution: How do I download and install the full driver and software package for Windows?  You may also use the Windows 7 compatible CD if available.

 

7. Select your Brother machine from the list of available printers.

 

8. Click NEXT.  You will receive a message stating: Installing Printer.

 

9. If you receive a message stating that a driver is already installed, select Replace the Current Driver and click NEXT.

 

10. It is recommended that you leave the default printer name and click NEXT.

 

11. Select a Printer Sharing option and click NEXT.

 

NOTE: It is generally not necessary to share a network-connected printer.  All compatible network connected computers will generally be able to communicate with the printer through the access point.

 

12. If you want to use your Brother machine as the default printer, check Set as the Default Printer.

13. Click FINISH.

 

14.  Attempt to print again to determine if the issue has been resolved.

 

-         If you are still unable to print after completing the preceding troubleshooting steps, and 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.

 

-         Attempt to print from another network-connected computer.

 

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

 

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