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Description of Problem 100000030511

I am unable to print in Windows 8 or 8.1 using the USB connection. What can I do?


Description of Solution 200000039226

 

Difficulty printing from your PC can occur for various reasons.  The most common reason a Brother machine may stop printing, is because the connection between the computer and the Brother machine is lost.  This can occur as a result of wrong settings or configuration on the printer driver.  There are several basic troubleshooting steps you can take to resolve this issue.

 

PART 1: VERIFY THE STATUS OF THE BROTHER MACHINE

 

1.  Make sure that the Brother machine is turned on.

 

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 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.

 

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

 

WARNING:  Ensure that 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.

 

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

 

 

PART 3:  VERIFY THAT THE PRINTER DRIVER IS INSTALLED

 

1. On the computer:

 

  1. Move your mouse to the lower left corner of the Desktop or Start screen.
  2. Right-click the screen and then left-click Control Panel.

 

 

 

  1. Under Hardware and Sound, click View devices and printers.

 

2. Verify that the Brother printer in the list.  If the Brother printer is listed, continue to PART 4.  If the Brother printer is not listed, the driver may not be installed properly.  Refer to PART 8.

 

NOTE:  If you do not see the list of printer drivers, you may have to click on the Arrow next to Printers to expand the field.

 

 

PART 4:  VERIFY THAT THE BROTHER PRINTER IS SET AS DEFAULT

 

Verify that the Brother printer is set as default.  This is especially important if you use the print icon to print from within applications.  If the Brother printer is set as the default printer, it will have a check mark in front of the icon.

 

To set your Brother machine as the default printer, right-click on the Brother "Printer Driver" and place a check next to Set As Default Printer.

 

 

 

 

 

PART 5:  VERIFY THAT THE PRINTER STATUS IS READY AND THE PRINT QUEUE IS EMPTY

 

1.  Double-click on the Brother printer driver.  The printer's status window will appear.

 

 

 

2.  If the Status states: Paused, Offline or there are any documents waiting in queue:

 

  1. Double-click on See what's printing.

 

  1. Select Printer.

 

c.    If there is a check next to Pause Printing, click it again to uncheck the selection.

 

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

 

-         If there are documents waiting in the queue, and they begin to print, then the issue is resolved.

 

-      If there are documents waiting in the queue, and they don't start to print, continue to STEP 2e.

 

  1. Select Printer => Cancel All Documents

 

  1. Press Yes.  This should clear the queue.

 

NOTE:  You may have to make several attempts to completely clear the print queue.

 

  1. Close the Print Queue.

 

  1. Hit the back arrow on the See what's printing window, to return to the Printer folder.

 

PART 6: ATTEMPT A TEST PRINT

 

1. While in the Printer folder, right-click on the Brother "Printer Driver" and select Printer Properties.

 

2. On the General Tab, click the Print Test Page button.

 

3. When you receive the windows stating that the test page has been printed, click Close.

 

  1. If the test page prints, then the printer driver is installed properly and your issue is resolved.

 

  1. 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 to PART 7.

 

NOTE:  You may have to make several attempts to completely clear the print queue.

 

 

PART 7: VERIFY PRINTER PORT SETTINGS

 

1. While in the Printer's folder, 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).

 

 

4

 

 

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 8.

 

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 and the machine is powered on, 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 8: REINSTALL THE BROTHER DRIVERS

 

1. Disconnect the USB cable from the computer and the Brother machine.  Turn Off the Brother machine.

 

2. If you are not already within the Printers folder:

 

  1. Move your mouse to the lower left corner of the Desktop or Start screen.
  2. Right-click the screen and then left-click Control Panel.

 

5

 

 

  1. Under Hardware and Sound, click View devices and printers.

 

3. Right click on the Brother "Printer Driver" and select Remove Device

 

NOTE:  If you do not see the list of printer drivers, you may have to click on the Arrow next to Printers to expand the field.  If the printer driver is not installed, continue to PART 8 STEP 4.

 

4.  Connect the USB cable from the computer and the Brother machine.  Power On the Brother machine.

 

5.  A "Device Setup" window should appear stating "Installing Device�".

 

 

 

NOTE:  If this notification does not appear, then there is no communication between the two devices:

 

-         Verify the USB cable is connected properly and try multiple ports on the computer if possible.

 

-         Try another known working cable.

 

-         Try connecting the machine to another computer.  If the machine works on a second computer, then the issue is with the original computer's hardware or software configuration.  Contact your computer manufacturer for further support.

 

6.  Once the driver has 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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