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Description of Problem 100000034856

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


Description of Solution 200000044645

 

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 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. 

 

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 "Paper Jam" or "Ink/Toner Empty".  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 TO THE WIRELESS ROUTER OR ACCESS POINT

 

1.  On the Brother machine:

 

  1. Press

 

  1. Press All Settings.

 

  1. Swipe UP OR DOWN or press the UP OR DOWN ARROW to display and then press Print Reports.

 

  1. Swipe UP OR DOWN or press the UP OR DOWN ARROW to display and then press Network Configuration.

 

  1. Press OK.  The network configuration list will now print.

 

2.  Locate the Wireless Link Status, SSID and Brother machine's IP address from the Network Config Report.

 

-       If the link status indicates that the Link is OK, the machine is connected to the proper network SSID, and the brother machine has a valid IP address continue to PART 3. 

 

-       If the Wireless Link Status indicates an error, that the connection is unsuccessful, does not have an IP address, or has an invalid IP address, then the Brother machine is not properly joined to a wireless network.  Continue to PART 4.

 

NOTE:  An invalid IP address would be all zeroes, an APIPA address (169.254.x.x) on an Infrastructure network, or an address within an incorrect range for your network.

 

 

PART 3:  VERIFY COMMUNICATION BETWEEN THE BROTHER MACHINE AND COMPUTER

 

1.  Obtain the computer's IP Address:

 

  1. Move your mouse to the lower left corner of the Desktop or Start screen.

 

  1. Right-click the screen and then left-click Command Prompt.

 

 

  1. In the command prompt windows, type: IPCONFIG and press ENTER.

 

  1. You should receive information about your computer's network connection.  Make a note of the IPv4 Address.

 

 NOTE:  If you do not receive an IP address, this indicates that there is a problem with your computer's network connection.  If you are unsure how to reconnect the computer to your network, contact your router manufacturer or network admin for further support with the computer's network connection.

 

-      Refer to the following link to obtain contact information for common router manufacturers:  http://www.brother-usa.com/support/wireless/wireless_router_information.htm    

 

2. PING the Brother machine:

                

a. While still in the command prompt window, type: PING xxx.xxx.xxx.xxx  (Where xxx.xxx.xxx.xxx is the Brother machine's IP Address noted earlier.)

 

b. Press Enter on your keyboard.  The computer will ping, or try to communicate with the Brother machine:

 

  1. If you receive replies and they are from the Brother machine's IP address (see image below for an example), then there is communication between the computer and the Brother machine.  Close the command window and continue to PART 5.

 

 

  1. If you receive replies, and they are not from the Brother machine's IP address or indicate "Destination net/host unreachable." (see image below for an example), then this indicates that there is a communication problem between the Brother machine and the Computer:

 

 

-       Confirm that the computer is connected to the same network that the Brother machine is connected to.  If the computer is not properly connected to your network, then you will need to troubleshoot your computer's network connection.  Contact your router manufacturer or Network Admin for support. 

 

-       Ensure that there are no active firewalls. 

 

NOTE: For Windows Firewall users, click here if you need instructions for disabling the Windows Firewall.  For a third-party firewall, such as Norton or McAfee, refer to your software's documentation for instructions on how to disable the application.

 

-       Reconnect the machine to your wireless network.  Continue to PART 4.

 

-       Repeat PART 2 after making any adjustments to the configuration.

 

-       If you still can't ping the Brother machine, contact your router manufacturer or Network Admin for support.  Refer to the following link to obtain contact information for common router manufacturers:  http://www.brother-usa.com/support/wireless/wireless_router_information.htm

 

  1. If you do not receive any replies as indicated by "Request timed out." (see image below for an example), then this indicates that there is a communication problem between the Brother machine and the Computer:

 

 

-       Confirm that the computer is connected to the same network that the Brother machine is connected to.  If it is not properly connected to your network, then you will need to troubleshoot your computer's network connection.  Contact your router manufacturer or Network Admin for support. 

 

-       Ensure that there are no active firewalls. 

 

NOTE: For Windows Firewall users, click here if you need instructions for disabling the Windows Firewall.  For a third-party firewall, such as Norton or McAfee, refer to your software's documentation for instructions on how to disable the application.

 

 

-       Repeat PART 2 after making any adjustments to the configuration.

 

-       If you still can't ping the Brother machine, contact your router manufacturer or Network Admin for support. 

 

 

PART 4:  ESTABLISH A WIRELESS CONNECTION

 

NOTE:  All network settings will be reset with this operation.  If you can print or scan from other computers on the network, but not from this specific computer, do not reset the network card.  Doing so will affect the other computers on the network.  In this case there is an issue specific to this computer's network communication.  Some common causes are software firewalls, security programs, and other software applications that may be blocking communication.  Contact your computer manufacturer or network admin for support troubleshooting this particular computer.

 

1.  For steps on connecting the machine to your wireless network, refer to the solution:

 

-      How do I join the Brother machine to an Infrastructure Wireless Network?

 

-      How do I join the Brother machine to an Adhoc Wireless Network?

 

2.  Once the machine is connected to the wireless network, repeat to PART 2

 

 

PART 5:  VERIFY THAT THE PRINTER IS SET AS DEFAULT, THAT THE STATUS IS READY, AND THE PRINT QUEUE IS EMPTY

 

1. Open the Printer Folder:

 

  1. Move your mouse to the lower left corner of the Desktop or Start screen.

 

  1. 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 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 PART 5 STEP 3

 

-       If the Brother printer is not listed, the driver may not be installed properly.  Continue to PART 7.

 

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:

 

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

 

  1. Select Printer.

 

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

 

  1. 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.

 

  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.

 

-       If you made changes to the driver during PART 5, then continue to PART 5 STEP 6.

 

-       If you did not make any changes to the printer driver during PART 5, then continue to PART 6

 

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.

 

  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:

 

             i.Right-click on the Brother "Printer Driver" and select See what's printing.

 

           ii.Select Printer => Cancel All Documents

 

          iii.Press Yes.  This should clear the queue.  Continue to PART 6.

 

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

 

 

PART6: 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.

 

3. You will see a list of the available communication ports on your PC. (Ex:  LPT1:, LPT2:, COM1:, ETC)

 

 

4. Click Add Port.

 

NOTE: If the Add Port option is grayed out or unavailable, log in with admin rights and try again.

 

5. Choose Standard TCP/IP Port then click NEW PORT.  The Standard TCP/IP Printer Port Wizard will appear.

 

 

6. Click NEXT.

 

 

7. In the field labeled Printer Name or IP Address, type the IP address of your Brother machine noted earlier and click NEXT.

 

 

 

8. If you receive a window stating: "Additional Port Information Required", then the computer is not communicating properly with the Brother machine.  Some common causes of this issue are:

 

-       Firewalls and security applications

-       A conflict with another application running on the computer

-       An IP Address conflict with another device on the network

 

Troubleshoot or eliminate as many of these factors as possible.  For Windows Firewall users, click here if you need instructions for disabling the Windows Firewall.  For a third-party firewall, such as Norton or McAfee, refer to your software's documentation for instructions on how to disable the application.   Contact your computer manufacturer or network admin to further troubleshoot network communication conflicts.

 

 

9. If you receive a window stating: Completing the Add Standard TCP/IP Printer Port Wizard, look for the section labeled Adapter Type.  If the communication is successful, this section should indicate that the computer is communicating with a "Brother Print Server" by listing the node name of the Brother Machine displayed as BRN or BRW followed by a combination of letters and numbers.  Click FINISH.

 

 

10. Click Close on the Printer Ports window.

 

11. Click Apply.

 

12. Click on the General Tab.

 

13. Click PRINT TEST PAGE.

 

14. 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:

 

             i.Right-click on the Brother "Printer Driver" and select See what's printing.

 

           ii.Select Printer => Cancel All Documents.

 

          iii.        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:  UNINSTALL AND REINSTALL THE BROTHER DRIVERS

 

1. Start the Uninstall:

 

  1. Click  Brother Utilities.  

 

NOTE:  If the software is not installed, continue to PART 7 STEP 6.

 

  1. Click the dropdown list to select your model if it is not already selected.

 

  1. Click Tools.

 

  1. Click Uninstall.

 

 

2. The Brother MFL-Pro Uninstaller window will appear.  Click OK.

 

3. The uninstall will now continue.  You may be prompted to confirm the uninstall procedure. If so, click OK

 

4.  Once this is complete you will see a window stating: For successful uninstallation, you must restart Windows.  For USB cable users, disconnect the cable from the Brother machine.

 

5. Select YES, I WANT TO RESTART MY COMPUTER NOW. And click FINISH.  Your computer will now restart and the MFL-Pro Suite has now been removed from your PC.

 

6. Install the MFL-Pro suite using either the Full Driver and Software package, which can be downloaded from http://www.brother-usa.com/downloads.  Refer to:  How do I download and install the full driver and software package for Windows?

 

NOTE: If a compatible CD is available for your operating system, you may reinstall the MFL-Pro suite software using it instead of the download.

 

7.  Once the installation completes, attempt to print again to determine if the issue has been resolved.  If you are still unable to print, attempt to print from another network-connected computer.

 

This will help determine if the issue is specific to this computer.  If you can print from other computers, then contact your computer manufacturer or network administrator for assistance troubleshooting this specific computer.

 

 

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