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Description of Problem 100000031370

I am getting an error message "trying to open scanner session". How do I correct this issue?


Description of Solution 200000040309

The scanner does not have a battery or an AC adaptor. The scanner is powered from the USB port. Ensure that the USB cable is a good working cable of 2 meters (6 feet) or less in length; it is very important that the USB cable is properly and firmly connected to the scanner and the computer. Because the scanner is powered from the USB port, the scanner will not work with USB hubs that do not supply power through the USB connections. Connect the cable directly to the computer.

The scanner does not have any power, online, or error indicators on the machine; we are dependent on the computer to tell us if the scanner has power and is working properly.

Please choose your Operating System and follow the appropriate steps to check the connection.

For Windows users:

NOTE: Illustrations shown below are from a representative product and operating system, and may differ from your Brother machine and operating system.

  1. Open the Scanners and Cameras Properties dialog box. (Click here to see the details of how to open the Scanners and Cameras Properties dialog box.)
  2. Check if your Brother Scanner is shown in the Scanners and Cameras Properties dialog box.

·         If you find the DSmobile XXX (XXX = your model name) icon in the Scanners and Cameras Properties dialog box, the scanner is power up and has communicated to the PC. Disconnect the USB cable and your scanner icon will disappear in about a minute, reconnect the USB cable and the icon should reappear in about a minute.

If the scanner icon does appear but the scanner will not calibrate, the scanner may require service.

If the scanner driver and software are properly installed, and the scanner is working pushing the button on the scanner should cause the EVENT ON DEVICE DSMOBILE yyyy (yyyy = your model name) dialog box to appear.

·         If you cannot find the DSmobile XXX (XXX = your model name) icon in the Scanners and Cameras Properties dialog box, there are three possible problems:

                                      i.        The USB cable may be broken or have a problem.
Try a known good working USB cable.

                                     ii.        The USB port on the computer may have a problem.
Try plugging the USB cable into a known good working computer USB connector.

                                    iii.        The driver may not be installed correctly, click the link below to see how to uninstall and reinstall the scanner driver.

·         Uninstall the scanner drivers.

·         Install the scanner driver.


If the points above have been preformed but the problem still remains, the scanner may require service.

 

For Mac OS X 10.6 or greater users:

NOTE: Illustrations shown below are from a representative product and operating system, and may differ from your Brother machine and operating system.

  1. Run the Image Capture application. (Choose Go => Application => Image Capture.)
  2. Check if your Brother Scanner is shown in the left section.

 

  1. If your scanner isn't shown, disconnect the USB cable and connect it again.
  2. If your scanner isn't shown after reconnecting the USB cable, click the link below to see how to uninstall and reinstall the scanner driver.

·         Uninstall the scanner drivers. (Mac OS X 10.4 or greater)

·         Install the scanner driver (For Mac OS X 10.4 or greater)

 

                If the problem still remains, the scanner may require service.

 

For Mac OS X 10.4 - 10.5 users:

NOTE: Illustrations shown below are from a representative operating system, and may differ from your Brother operating system.

  1. Run the Image Capture application. (Choose Go => Application => Image Capture.)
  2. Close the DSmobile yyyy window. (yyyy = your model name)
  3. Click Device => Browse Devices.

 

  1. The Image Capture Device Browser will appear.
    Check your Brother Scanner is shown.

 

  1. If your scanner isn't shown, disconnect the USB cable and connect it again.
  2. If your scanner isn't shown after reconnecting the USB cable, click the link below to see how to uninstall and reinstall the scanner driver.

·         Uninstall the scanner drivers. (Mac OS X 10.4 or greater)

·         Install the scanner driver (For Mac OS X 10.4 or greater)

 

                If the problem still remains, the scanner may require service.

 

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