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Description of Problem 100000029463

Getting a "multi-feed" error what can I do?


Description of Solution 200000037865

The multi-feed detection feature uses an ultrasonic detector to detect multiple document pages passing through the scan section of the machine at one time.  

 

Please check the following

         Remove all documents from the scanning section of the scanner

         Remove all pieces of document paper or foreign material from the scanning section

         Ensure that the separation pad and pickup roller are clean

         Ensure that the scanning section of the machine is clear of any adhesive material

 

NOTE:  If the leading edges of any of the documents are folded, spindled, or are not clean cut edges feed problems may occur.  If there is a document that is causing a problem try placing the document in a carrier sheet and feeding it through separately.

 

Place two sheets of 20# standard copy paper in the ADF and scan. 

A. If the multi-feed detection error occurred and there is one sheet of paper in the output tray and the other sheet of paper has partially fed but is still in the scanner, you scanner is experiencing a problem please contact Brother Customer Service by calling 1-877-Brother (1-877-276-8437) Monday through Friday, excluding holidays.

 

B. If both sheets of paper try to feed through the scanner at the same time the separation pad and or the pick-up roller are probably causing the problem.  The original separation pad and pick-up roller are covered under warrant for 90 days from the original purchase date. You can contact Brother Customer Service by calling 1-877-Brother (1-877-276-8437) Monday through Friday, excluding holidays.  Should you choose to replace the separation pad, the part number is SPA0001, and the pickup roller, the part number is PURA0001. They are available for purchase on the Brother Mall.  http://www.brothermall.com/(S(jk1ush2amp1rie55lfpb0byo)X(1))/Scanners/ProdDetail?Model=ADS2500W&tab=supplies

NOTE: the separation pad and the pickup roller are user replaceable items

C. If both sheets of paper scan with no problem then your documents may be too thick or dense.  If a document is about two standard sheets of 20# copy paper thick or if the document paper is denser that copy paper the multi-feed error may occur.  Try turning off the multi-feed detection feature

In Control Center 4

1. Click on custom

2. Click on advanced settings

3. Click on the multi-feed detection check box to remove the check mark.

 

 
 

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