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Description of Problem 100000030979

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


Description of Solution 200000039825

 

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

 

PART 3:  VERIFY THE SCANNER DRIVER IS INSTALLED

 

1. On the computer, move your mouse to the upper or lower right corner of the Desktop or Start screen to view the Charms bar.

 

2. Click on Search.

 

 

3. In the search line type: Scanners.  The screen will vary depending on your operating system's version.

 

 

 

4. If you do not already see the search results, then click on Settings.  This option may not be available based on your operating system.

 

5. From the list of search results, click View Scanners and Cameras.

 

 

6. 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 on the flatbed of the Brother machine or in the ADF (Automatic Document Feeder) depending on your Model.

 

2. Open the Apps view.

 

Windows 8.1 Users:

 

  1. Click the arrow  near the lower-left corner of the Start screen. 

 

Windows 8 Users:

 

  1. On the computer, move your mouse to the upper or lower right corner of the Desktop or Start screen to view the Charms bar.

 

  1. Click on Search.

 

 

  1. If the Apps window does not appear automatically, click on Apps.

 

 

3. Under "Windows Accessories", click on Windows Fax and Scan.

 

 

NOTE: If Windows Fax and Scan is not listed, you can type scan in the search field and search for the App.

 

4. Click NEW SCAN.

 

 

5. 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.

 

6. 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. On the computer, move your mouse to the lower left corner of the Desktop or Start screen.

 

2. Right-click the screen and then left-click Device Manager.

 

 

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

 

4.  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 5-5.

 

5. 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, 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.

 

 

3. Click System And Security => Administrative Tools.

 

4. Double-click on Services.

 

5.  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.

 

 

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

 

 

7. Verify the Service Status:

 

-       If the Service is Running, 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.  Contact your computer manufacturer for further support.

 

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

 

9. 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. On the computer, move your mouse to the lower left corner of the Desktop or Start screen.

 

2. Right-click the screen and then left-click Device Manager.

 

 

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

 

4. Right-click on the Brother scanner driver and left-click on Uninstall.

 

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

 

5. Check the box for the option: Delete the driver software for this device.

 

6. Click OK.

 

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

 

8. Restart the computer.  Make sure that you are connected to the Internet.

 

9. Re-connect the USB cable to the Computer and the Brother machine and power the machine On.

 

NOTE: If this is the first time that the computer has recognized the scanner, a "Device Setup" window may appear stating "Installing Device…".  If this window appears, allow the installation to complete.

 

10.  On the computer, move your mouse to the upper or lower right corner of the Desktop or Start screen to view the Charms bar.

 

11. Click on Search.

 

 

12. In the search line type: Scanners.  The screen will vary depending on your operating system's version.

 

 

 

13. If you do not already see the search results, then click on Settings.  This option may not be available based on your operating system.

 

14. From the list of search results, click View Scanners and Cameras.

 

 

15.  If the Brother scanner is listed, attempt to scan again to determine if the issue is resolved.  If you are still unable to scan, or if the scanner driver does not install:

 

-       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.

 

 

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