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Printer Friendly
Description of Problem 100000029706

I am unable to print from Windows 7 or Server 2008 R2 using a USB connection. What can I do?


Description of Solution 200000038191

There are several basic troubleshooting steps you can take to resolve this issue.

 

 

PART 1: VERIFY THE BROTHER MACHINE IS POWERED ON AND THERE ARE NO ERRORS

 

1.  If the LEDs are not lit, then the Brother machine is not powered on.  While the printer is in sleep mode, the Ready LED light is dimmed (it does not turn off completely).  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.  Refer to the solution - The printer has no power. What can I do? 

 

2.  Check the LEDs for any error indications.  An example would be the red Status LED on.  If the LEDs show an error that will prevent printing, troubleshoot to clear the particular problem before you continue troubleshooting printing from the computer.

 

 

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.

 

WARNING:  There are multiple ports on the back of the Brother machine. Verify you are connecting the USB cable to the USB port.

 

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

 

2.  Cycle the power to the Brother machine for about 15 seconds.

 

 

PART 3: VERIFY THAT THE PRINTER IS SET AS DEFAULT, THE STATUS IS READY, AND THE PRINT QUEUE IS EMPTY

 

1. Open the Printers folder.

 

- Click Start => Device and Printers.

or 

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

 

2. Verify the Brother machine is listed.

 

- If the Brother machine is listed, continue to STEP 3

 

- If the Brother machine is not listed, the driver may not be installed properly. Go to PART 5.

 

3. Verify the Brother printer driver is set as default.

 

- If the Brother printer is set as the default printer, it will have a check mark in front of 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.)

 

-  If the Status is Ready, continue to STEP 6

 

-  If the Status states: Paused or Offline:

 

a.  Right-click on the Brother printer driver and select See What's Printing.

 

b.  Select Printer.

 

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

 

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

 

6.  If there were 0 documents in the queue, continue to STEP 7 to print a test page.

 

If there are any documents waiting in the queue:

 

a.  Right-click on the Brother printer driver and select See What's Printing.

 

b.  Select Printer => Cancel All Documents.

 

c.  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, then continue to STEP 7 to print a test page.

 

-  If you did not make any changes to the printer driver, then continue to PART 4 to continue troubleshooting. 

 

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, close the Printer Properties window.

 

-  Right-click on the Brother printer driver and select See What's Printing.

 

-  Select Printer => Cancel All Documents.

 

-  Press Yes.  This should clear the queue.  Continue troubleshooting.

 

 

PART 4: VERIFY THE PRINTER PORT SETTINGS

 

1. Right-click on your Brother printer driver and select Printer 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 5.

 

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 5: UNINSTALL AND REINSTALL THE BROTHER PRINTER DRIVER

 

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

 

NOTE:  If the software is not installed, continue to 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.  Install the printer driver, refer to the solution - How do I download and install the printer driver or full driver and software package for Windows? 

 

5.  After the printer driver is installed, 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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