Answer to your Frequently Asked Question:

 
Printer Friendly
Description of Problem 100000028678

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


Description of Solution 200000036769

The issue you are experiencing could be the result of a poor connection between the Brother machine and the computer or incorrect driver installation.  Please follow the steps below to troubleshoot.

 

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.

 

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 CABLE CONNECTION AND CYCLE THE POWER

 

1.  Remove the USB cable from both the computer and the Brother machine.  Leave them unplugged for a few seconds, and then securely reseat the cable into both devices.  Ensure 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.

 

NOTE:  Brother recommends you use a type A/B 1.1 or 2.0 USB cable that is no longer than 6 feet (2 meters), directly connected from the Brother machine to an available USB port on your computer.  Do not connect your interface cable through any hubs, splitters, or other pass-through devices.

 

2.  Power off the Brother machine, wait for about 15 seconds and then power it back on.

 

PART 3:  VERIFY THE DRIVERS ARE 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 is listed.

 

-         If the Brother scanner is listed, continue to PART 4.

 

-         If the Brother scanner is not listed, continue to PART 5.

 

PART 4: ATTEMPT A TEST SCAN

 

1.  Place a document face down on the flatbed of the Brother machine or in the ADF (Automatic Document Feeder) depending on your Model.

 

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

 

3. Click NEW SCAN.

 

 

4. 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.

 

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

 

-         If the machine scans, then the Brother machine and its driver are working properly.

 

-         If you receive any error message, continue to PART 5.

 

 

PART 5:  CHECK DEVICE MANAGER AND MACHINE CONNECTIVITY

 

1. Click Start.

 

2. Right-click Computer and select Properties.

 

3. Click Device Manager.

 

4. Click the triangle in front of Imaging Devices to expand the list.

 

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

 

-         If the scanner is listed with no "?" or "!", but you couldn't scan previously or the driver didn't appear in the scanner folder, continue to PART 6.

 

-         If you are not able to locate the Brother USB scanner or the entry for Imaging Devices, continue to PART 5-6.

 

6. Look for entries in the Device Manager labeled "Other Devices" or with a "?" or "!" in front of the icon.

 

-         If you find any, then they may be entries for the Brother machine.  Continue to PART 6.

 

-         If you don't find any entries with "?" or "!", then there is no communication between the two devices.  You may try the following steps to re-establish communication:

 

a.    Verify the USB cable is securely connected to the correct port on the computer and the Brother machine.

 

b.    Try another USB type A/B Cable.

 

c.    Connect the Brother machine to another computer and check that computer's Device Manager for connectivity.  This will help determine if there is a problem with the first computer or the Brother machine.

 

PART 6: RESTART THE WINDOWS IMAGE ACQUISITION (WIA) SERVICE

 

1. On the computer, click on:

 

-      Start => Control Panel => System And Security => Administrative Tools.

 

2. Double-click on Services.

 

3.  Locate and double-click on the Windows Image Acquisition (WIA) Service.

 

NOTE:  If you are not able to locate the service, then there is a problem with your computer's Operating System that will prevent you from scanning.  Contact your computer manufacturer for further support.

 

 

4.  Check the Startup Type, and make sure it is set to Automatic.  If it is set to anything else change it to Automatic.

 

5. Verify the Service Status:

 

-         If the Service is Started, press STOP, and then press START to restart the service.

 

-         If the Service is Stopped press START to restart the service.

 

NOTE: If you receive any error messages while configuring or restarting the service, or you are not able to start the service, there is a problem with the computer's Operating System that will prevent you from scanning.  Refer the customer to the computer manufacture for further support.

 

 

6.  Click OK to close the Windows Image Acquisition (WIA) Service, and close the Services window.

 

7. Attempt to scan again.

 

-         If you are able to scan, then the issue is resolved.

 

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

 

 

PART 7: REINSTALL THE BROTHER DRIVERS

 

1.  Refer to the solution: "How do I run the MFL-Pro repair?"

 

2.  Attempt to scan again.  If you are able to scan, then the issue is resolved.  If you are still unable to scan:

 

-         Attempt to scan using different ports on the computer and a different USB cable within the recommended specifications to determine if the issue is with the interface cable.

 

-         Attempt to scan by connecting the machine to another computer to determine if the issue is specific to this computer's hardware or Operating System.  If you can scan from a second computer, then contact your computer manufacturer to troubleshoot the first computer's hardware or Operating System.

 

 

Was this helpful?
Please help us to improve our services by letting us know if this information was helpful: