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Description of Problem 100000027912

I am unable to print from Windows Vista or XP using a USB connection. What can I do?


Description of Solution 200000035804

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 a Network port, Line Jack, Ext Jack, PictBridge port, or 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. Open the Printer Folder:

 

Windows XP:

 

-         Start => (Settings) => Control Panel => Printers (and Faxes)

 

-         Start => Control Panel => Printers and Other Hardware => View Installed Printers

 

Windows Vista:

 

-         Click Start => Control Panel => Hardware and Sound => 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.

 

 

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's 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:

 

(Printer) Status: Ready (Could also state: 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.

 

NOTE:  If this is not an option, continue troubleshooting.

 

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

 

 

PART 6: ATTEMPT A TEST PRINT

 

1. Right-click on your Brother driver and select 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 and delete the job from the queue by right-clicking on the printer and selecting Cancel All Documents.

 

 

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 Initial Installation => Repair MFL-Pro Suite.

 

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

 

5. When the License Agreement appears, click YES if you agree to the terms.

 

6. Select Local Connection (USB), and then click NEXT. The installation will continue.

 

 

7.  If you do not want to monitor the machine's status and error notification from your computer, uncheck Enable Status Monitor.  Otherwise, leave the box checked.  Click NEXT.

 

 

8.  When prompted to connect the cable:

 

a. Remove the label covering the USB interface connector on the back of the Brother machine.

 

b. Connect the USB Interface cable to your Brother machine.  Then connect the other end to an available port on the computer and power on the Brother machine. 

 

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.

 

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.  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.

 

12.  Once the computer restarts, you will be prompted to select an option for firmware update notification.  Make your selection and click OK.

 

NOTE: Internet access is required for any firmware upgrades.

 

13.  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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