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Description of Problem 100000028662

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


Description of Solution 200000036748

For troubleshooting purposes, ensure you are logged in with admin rights.

 

NOTE:  If your computer is running any Virtual Private Network (VPN) software, please disable it before you continue troubleshooting.

 

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.

 

  1. Press the UP OR DOWN ARROW Key to select 4.Print Reports and press OK.

 

  1. Press the UP OR DOWN ARROW Key to select 2.Network Config and press OK.

 

  1. Press BLACK START or COLOR START.  The network configuration list 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 => Run or in the Start Search line.

 

  1. Type: CMD and press ENTER or click OK.  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. 

  

  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 SCANNER DRIVER IS INSTALLED

 

1. Click Start.

 

2. In the line labeled "Search Programs and Files" type: Cameras

 

3. Click the link for View Scanners and Cameras.

 

4. Verify that the Brother "Scanner Driver" is in the list.

 

-      If the Brother "Scanner Driver" is listed, continue to the next step.

 

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

 

5.  Make sure the Brother "Scanner Driver" is selected and click PROPERTIES.

 

6.  Click the Network Setting tab.

 

7.  Click the BROWSE button.  The computer will search for the Brother machine. 

 

 

-         If the machine is found successfully, ensure the IP address matches the address of the Brother machine.  Highlight the search result and click OK. 

 

 

-         If the machine isn't found successfully, then there is likely a firewall or other security program blocking communication.  Try to eliminate as many of these applications and try browsing again.  Contact your network admin or computer manufacturer for further support.

 

8.  Change the setting to Specify Your Machine By Address.  The IP Address should match the machine's IP address found in the previous step or you can manually specify the machine's IP address.

 

 

9. Click OK.  Continue to PART 6.

 

 

PART 6: ATTEMPT A TEST SCAN

 

1. Click Start => All Programs => Windows Fax and Scan.

 

2. Click NEW SCAN.

 

 

3. If prompted, choose your Brother "Scanner Driver" or click Change and select your scanner.  Click OK.

 

NOTE:  If you only have one imaging device you may not be prompted with this option.

 

4. Choose your preferred scanner settings and then click SCAN.

 

-         If the Brother machine scans, then the issue is resolved. 

 

-         If you are still unable to scan, continue to PART 7.

 

 

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  

 

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

 

NOTE:  If the software is not installed, continue to PART 7 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 and wait for the computer to reboot.

 

4.  Insert the supplied CD for your Operating System into your CD drive. If prompted, select your language and model.

 

NOTE: If the CD does not automatically run, double click on My Computer on your desktop, or click Start => (My) Computer. Then double click on the Brother MFL-PRO Suite icon to run the CD.

 

5.  The CD-ROM main menu will appear. Click on Advanced => MFL-Pro Suite Without PaperPort.

 

NOTE:  This assumes PaperPort has already been installed once.  If this software was never installed, you may choose to install the full MFL-Pro Suite from the main CD menu.

 

6. Choose Wireless Network Connection, and then click NEXT.

 

 

7.  Select Change the Firewall port settings to enable network connection with the installation. (Recommended)  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.  See the instructions provided with your firewall software for information on how to add the following network ports:

 

-         For network scanning, add UDP port 54925.

 

-         If you still have trouble with your network connection, add UDP port 137 and 161.

 

8.  Choose your machine from the list, and then click NEXT.

 

NOTE: If the wireless settings fail and the machine is not found on the network, the Wireless Device Setup Wizard will appear during the installation of the MFL-Pro suite.

 

-         If you are certain that your machine is already successfully connected to your network with a valid IP address, then click here for instructions on how to perform a custom install.

 

-         Or click here for instructions on how to use the Wireless LAN CD installation with a USB cable to connect to the network.

 

9. The installation 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.  If you do not want to set your machine as the default printer, uncheck Set as Default Printer (This setting will be applied to the current user.) and then click NEXT.

 

 

NOTE: We recommend you try the Trial Photo Print selection to see the high quality output available from your Brother machine.  The Trial Photo Print screen appears only once after restarting.

 

12. Select Yes, I want to restart my computer now.  Click Finish.  After restarting the computer, you must log on with Administrator rights.

 

 

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

 

-      When the Software Update Setting screen appears, choose the software update setting you wan and click OK.

 

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

 

-      If the Trial Photo Print screen appears, follow the on-screen instructions to print a test photo.

 

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

 

14. Attempt to scan again to determine if the issue has been resolved.  If you are still unable to scan:

 

-         Verify that there are no security applications or firewalls running on the computer that could prevent network communication.

 

-         Attempt to scan from another network-connected computer.

 

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

 

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