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Description of Problem 100000030386

I am unable to print in Macintosh OS X 10.5, 10.6, 10.7, 10.8 or 10.9 using the Wired or Wireless Network connection. What can I do?


Description of Solution 200000039090

 

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

 

PART 1: DELETE AND RE-ADD THE PRINTER

 

1. From the Apple Menu or in the Dock, select System Preferences.

 

2. Under Hardware click the Printers & Scanners icon.

 

NOTE: Depending on your operating system, this destination may instead be called Print & Fax or Print & Scan.

 

3. Highlight the Brother Printer Driver that you would like to delete from the list.

 

NOTE: If the Printer driver is not listed, continue to PART 1 STEP 7.

 

4. Click the - (Minus) button located below the Printers section on the left side.

 

 

5. Click OK or DELETE PRINTER to confirm that you want to delete the printer.

 

 

6. If you have multiple copies of the Brother Printer Driver, repeat from PART 1 STEP 3 for each copy.

 

7. Click the + (Plus) button located below the Printers section on the left side.

 

8. Click the Default Icon located at the top of the window.

 

9. Select your machine from the Printer Name list

 

NOTE:  If your Printer is not in the list, continue to PART 2.

 

10.  From the Use or Print Using list, make sure that you have selected the CUPS Driver (Most common) shown as: Brother XXXXXX CUPS. (XXXXXX is the machine's model).

 

IMPORTANT: 

 

  1. If the AirPrint driver is selected, then you will not have the full functionality of the printer driver.  Instead, choose the CUPS Driver as detailed above.

 

  1. If the CUPS Driver is not available from the Use or Print Using list, continue to PART 2.

 

11. Click ADD. The Brother Printer Driver will now be available in the list.

 

 

12. Close the Printers & Scanners list.

 

13.  Attempt to print again.

 

-       If you can print, then the issue is resolved.

 

-       If you are still unable to print, continue to PART 2.

 

 

PART 2: VERIFY THE BROTHER MACHINE'S STATUS

 

Check the LCD screen for any error messages that will prevent printing such as a paper jam, replace ink/toner or empty ink/toner.

 

-      If the LCD screen shows an error, please resolve this problem and attempt to print again.  You can find appropriate solutions to resolve many issues.  Visit http://www.brother-usa.com/ for FAQs.

 

-      If there are no error messages that will prevent printing, continue to PART 3.

 

 

PART 3: VERIFY THE NETWORK CONNECTION

 

1. Print the Network Configuration or User Settings List on the brother machine and obtain the IP Address.  For instructions on how to print this report, refer to the solution:  "How do I print the Network Configuration report? 

 

2. Locate the IP address of the Brother machine.

 

-      If the IP address appears to be valid, continue to PART 3 STEP 4.

 

-      If the IP address appears to be invalid, then you will need to connect the machine to the network.  Refer to PART 3 STEP 3.  If you have already tried once to connect your machine using the following step, and you still do not have a valid IP address, contact your router manufacturer or network admin for support with your network.

 

NOTE:  Valid IP addresses on your network will be unique and based on the way the network is configured.  The following are some common examples of probable invalid IP addresses:

 

-      All zeroes (000.000.000.000)

 

-      An APIPA (Ad-hoc) address (169.254.x.x) on an Infrastructure (Router/Access Point) network

 

-      An address within an incorrect range for your network (i.e. Brother Machine = 192.168.1.x but network IPs are normally in a different range such as: 10.10.100.x)

 

3. Reconnect your machine to the network using one of the following steps based on your network connection.  Once the machine is reconnected to the network, repeat these steps from PART 3.

 

-       Wired Users:  Ensure that an Ethernet cable is attached and refer to:  How do I restore the network settings to factory default?

 

-       Wireless Users:  Refer to a joining solution such as: How do I join the Brother machine to an Infrastructure Wireless Network? 

 

4. If your Mac is wireless, verify that it is connected to the same SSID (Network Name) as the Brother machine (found on the Network Config report or User Settings list).  Click the wireless symbol near the top right corner of your screen to see which SSID is selected.

 

NOTE: If your Mac is not connected to the same SSID as the Brother machine, then this will likely prevent you from printing.  Reconnect either the Mac or the Brother machine to the correct network.

 

5. On the Mac, browse to: Macintosh HD => Applications => Utilities => Network Utility.

 

NOTE: If you can't find the Macintosh HD, then click on Go instead to find Applications.

 

6.  Click the PING tab at the top of the window.

 

7.  Enter the brother machine's IP address in the section labeled "Enter the network address to ping" (may vary depending on Operating System).

 

 

8. Select Send Only _ Pings and change the value to 4

 

9. Click the PING button.  An example of what the results may say are below:

 

Fig 1: The Brother machine responds.  Good Network Communication.

 

Fig 2: The Brother machine does not respond.  No Network Communication.

 

 

-      If the Brother machine responds (see Fig 1 above), continue troubleshooting.

 

-      If the Brother machine does not respond (see Fig 2 above), then you will need to setup your machine on the network properly.  Reconnect your machine to the network using one of the following steps based on your network connection.  Once the machine is reconnected to the network, repeat PART 3 after making any adjustments to the network connection.  If you have already completed this step, and still cannot communicate, contact your router manufacturer or network admin for support.

 

o   Wired Users:  Ensure that an Ethernet cable is attached and refer to:  How do I restore the network settings to factory default?

 

o   Wireless Users:  Refer to a joining solution such as: How do I join the Brother machine to an Infrastructure Wireless Network? 

 

PART 4:  DOWNLOAD AND INSTALL THE PRINTER DRIVER

 

1. Visit http://www.brother-usa.com/ to download the printer driver for your model machine.  For instructions on how to download the Printer Driver, refer to the solution: "How do I navigate the Brother website to download software, drivers, and utilities?"  

 

2. Once the driver has downloaded, double click the installer package icon "xxxxxxxx.pkg".

 

 

NOTE (For Macintosh 10.8 users): You may receive a message stating that the driver package cannot be opened because it is from an unidentified developer.  If this happens, you can still open the driver package by completing the following steps:

 

  1. Hold down the Control-key and click the installer package file.
  2. Choose Open.
  3. Choose Open again.  The installation will begin.

 

For more information, refer to: I receive a message stating: xxxxxxx.xxx (file name) can't be opened because it is from an unidentified developer on Macintosh OSX 10.8 when I attempt to install Brother software. What can I do? 

 

3. On the welcome screen click CONTINUE.

 

4. On the software license agreement screen click CONTINUE. 

 

 

5.  When the message appears stating:  To continue installing the software you must agree to the terms of the software license agreement. Click AGREE.

 

 

6. If you are prompted to Select a Destination, choose your disk drive and click Continue

 

 

NOTE:  If you do not receive this window, then continue to the next step.  If you want to configure the install's destination, you may click "Change Install Location" on the next screen and you will receive this option.

 

7. On the Standard Install screen click INSTALL.

 

 

 

8. When prompted, enter your admin password to complete the install.

 

9.  Once the install completes, reboot the Macintosh only if prompted to do so.  Otherwise, continue to PART 4 STEP 10.

 

10. From the Apple Menu or in the Dock, select System Preferences.

 

11. Under Hardware click the Printers & Scanners icon.

 

NOTE: Depending on your operating system, this destination may instead be called Print & Fax or Print & Scan.

 

12. Click the + (Plus) button located below the Printers section on the left side.

 

13. Click the Default icon located at the top of the window.

 

14. Select your machine from the Printer Name list.

 

NOTE:  If the printer is not listed, click on the IP tab and enter the Brother machine's IP address.

 

15.  From the Use or Print Using list, make sure that you have selected the CUPS Driver (Most common) shown as: Brother XXXXXX CUPS. (XXXXXX is the machine's model).

 

IMPORTANT: 

 

  1. If the AirPrint driver is selected, then you will not have the full functionality of the printer driver.  Instead, choose the CUPS Driver as detailed above.

 

16. Click ADD. The Brother Printer Driver will now be available in the list of printers.

 

17.  Attempt to print again.

 

-       If you can print, then the issue is resolved.

 

-       If you are still unable to print, the issue is likely related to your computer or is a problem with your network.  Contact your computer manufacturer, router manufacturer or network admin for further support.

 

 

 

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