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Description of Problem 100000031057

I am unable to print from Windows 7, Server 2008 R2, or Server 2012 using a USB connection. What can I do?


Description of Solution 200000039922

Ensure you are logged into your computer with Admin rights.

 

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.  Verify the machine is plugged into a working power 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.  Troubleshoot this hardware issue.

 

2.    Check the LCD screen for any error messages. An example would be "Jam Inside" or "Replace Toner".  If the LCD screen shows an error that will prevent printing, troubleshoot to clear the particular problem before you continue troubleshooting the PC printing.

 

 

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.

 

HL3170CDW WARNING:  There are two ports on the back of the Brother machine. The USB port is the bottom port. The Ethernet port is the top port. Verify you are connecting the USB cable to the USB port and not the Ethernet 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 the Interface setting of the BROTHER machine

 

Refer to the following solution - "How do I check the Interface setting of the Brother machine?"

 

Continue to PART 4.

 

 

PART 4:  VERIFY THAT THE PRINTER IS SET AS DEFAULT, THAT THE STATUS IS READY, AND THE PRINT QUEUE IS EMPTY

 

1.    Open the Printers folder.  Refer to the following solution for instructions, if needed - "How do I open the Printers folder in Windows?"

 

2.    Verify that the Brother printer is in the list.

 

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 Brother printer is listed, continue to STEP 3

 

-      If the Brother printer is not listed, the driver may not be installed properly.  Continue to PART 6.

 

3.    Verify that the Brother printer driver is set as default if you are trying to use the print icon to print from within an application.

 

-      If the Brother printer driver is set as the default printer, it will have a check mark on 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.

 

 

 

 

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

 

 

 

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

 

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

 

b.    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 5e.

 

e.    Select Printer => Cancel All Documents

 

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

 

-      If you made changes to the driver during PART 4, then continue to STEP 6.

 

-      If you did not make any changes to the printer driver during PART 4, then continue to PART 5

 

6.    Right-click on the Brother printer driver and left click on Printer Properties.

 

7.    On the General tab, click the Print Test Page button.

 

8.    When you receive the window stating that the test page has been printed, click Close.

 

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

 

-      If the test page does not print, close the Printer Properties window:

 

a.    Right-click on the Brother printer driver and select See what's printing.

 

b.    Select Printer => Cancel All Documents

 

c.    Click Yes.  This should clear the queue.  Continue to PART 5

 

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

 

 

PART 5: CHECK THE DRIVER PORT SETTINGS

 

1.    While still in the printer folder, right-click on the Brother printer driver and left click on Printer Properties.

 

2.    Click 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 6.

 

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 6:  UNINSTALL AND REINSTALL THE BROTHER DRIVER

 

1.    Uninstall the printer driver, refer to the solution - "How do I uninstall the printer driver in Windows?"

 

2.    Reinstall the printer driver, refer to the solution - "How do I install the printer driver in Windows XP, Vista, 7, 8, Server 2003, Server 2008, Server 2008 R2, or Server 2012 using the USB interface?"

 

3.    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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