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Description of Problem 100000035953

I am unable to print in Windows 7 using the Wired Network connection. What can I do?


Description of Solution 200000045999

 

Ensure you are logged into your computer with Admin rights.

 

PART 1: VERIFY THE CONNECTION TO THE ROUTER OR ACCESS POINT

 

Verify that there is a secure connection between the Brother machine and the router or access point using an Ethernet cable.  If necessary, reseat the cable on both the router and the Brother machine.

 

PART 2: 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 that would prevent printing.  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 3: VERIFY PRINTER NETWORK COMMUNICATION

 

1.  Obtain the Brother machine's IP address by printing a Network Configuration Report:  Press MENU, 4 (Print Report), 6 (Network Config), START.  The network configuration list will now print.

                                                                                 

2. Find the machine's IP address on the report.  If the IP address is not valid for your network, then continue to PART 3 STEP 5 to reset the network card.

 

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.

 

3.  Obtain the computer's IP Address:

 

  1. On the computer, click Start and click in the Search Programs and Files line.

 

  1. Type: CMD and press ENTER.  A command prompt window will open.

 

  1. Type: IPCONFIG and press ENTER.

 

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

 

4.  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 4.

 

 

  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.

 

-       Repeat PART 3 after making any adjustments to the configuration.

 

-       If you still can't ping the Brother machine, continue to PART 3 STEP 5 to reset the network card.

 

NOTE:  If you have already reset the network card once using PART 3 STEP 5 and the computer still cannot communicate with the Brother machine:

 

-       Try another network cable and another port on the access point.

 

-       Try to communicate from another network-connected computer.

 

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

 

 

  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:

 

 

 

-       Continue to PART 3 STEP 5 to reset the network card.

 

NOTE:  If you have already reset the network card once using PART 3 STEP 5 and the computer still cannot communicate with the Brother machine:

 

-       Try another network cable and another port on the access point.

 

-       Try to communicate from another network-connected computer.

 

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

 

 

5.  Perform a Network Factory Reset.

 

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. Press MENU, 5 (Network), 0 (Network Reset), 1 (Reset), 1 (Yes).  The machine's network card will be reset.

 

  1. Once the machine powers back on, wait a while for the machine and the access point to re-establish a network connection.  It could take up to a minute or more.

 

6. Repeat PART 3 to determine if the network communication has been successfully established.

 

 

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

 

1. Open the Printer Folder:

 

-       Click Start => Control Panel => Hardware and Sound => Devices and Printers

 

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

 

WARNING:  In Windows 7 the "Printer Driver" icon is sometimes combined with the Brother "PC Fax Driver" or another driver that shares the same port.  To determine if this is the case, right click on the available driver and left click on Printer Properties.  If you are given the option to choose the Brother "Printer Driver", then it is installed.

 

 

-       If the Brother printer is listed, continue to PART 4 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.

 

-      If it is not set as default, while in the Printer folder, right-click on the Brother "Printer Driver" and select Set as Default Printer.

 

4.  Hover your mouse over the Brother printer icon.  Below is an example of what you may see:

 

Status: 0 document(s) in queue (It could be any number)

Status: Printer: Ready (It could also state: Offline, Paused, etc.)

 

5.  If the Status states: Paused or Offline:

 

  1. Right-click on the Brother "Printer Driver" and select See What's Printing.

 

  1. Select Printer.

 

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

 

  1. If there are documents waiting in the queue, and they begin to print, then the issue is resolved.  Otherwise, continue troubleshooting.

 

6. If there are any documents waiting in the queue:

 

  1. Right-click on the Brother "Printer Driver" and select See What's Printing.

 

  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.

 

-       If you made changes to the driver during PART 4, then continue to PART 4 STEP 7.

 

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

 

7. Right click on the Brother "printer driver" and left click on Printer Properties.  The Brother "printer driver" properties screen will now appear.

 

8. Click PRINT TEST PAGE.

 

-        If the test page prints, then your issue is resolved.

 

-       If the test page does not print, click OK and close the Printer Properties window.  Right-click on the "printer driver", then left click on Cancel All Documents.  Click Yes and continue to PART 5.

 

 

PART 5: CHECK THE DRIVER PORT SETTINGS

 

1. If you haven't already opened the printer folder, then do so:

 

-       Click Start => Control Panel => Hardware and Sound => Devices and Printers

 

2. Right-click on the Brother "printer driver" and left click on Printer Properties.  The Brother "printer driver" properties screen will now appear.

 

3. Click the Ports Tab.

 

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

 

 

5. Click Add Port.

 

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

 

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

 

 

7. Click NEXT.

 

 

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

 

 

 

 

NOTE:  If you receive an error stating: "A port with that name already exists.", click OK.  Then in the Port Name field on the wizard, slightly modify the auto-filled Port Name only.  Do not change the Printer Name or IP Address.  For example, change the port name from IP_10.10.130.13 to IP_10.10.130.13a.  The actual port name will depend on the IP address for your Brother machine.

 

 

 

9. 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.

 

 

10. 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 or will list the node name of the Brother Machine displayed as BRN or BRW followed by a combination of letters and numbers.  Click FINISH.

 

 

11. Click Close.

 

12. Click Apply.

 

13. Click on the General Tab.

 

14. Click PRINT TEST PAGE.

 

-       If the test page prints, the printing issue is resolved.

 

-       If the test page does not print, click OK and close the Printer Properties window.  Right click on the "Printer Driver", and then left click on Cancel All Documents.  Click Yes and continue to PART 6.

 

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

 

 

PART 6: UNINSTALL AND REINSTALL THE BROTHER DRIVERS

 

This step assumes use of the compatible software CD.  The appropriate software can also be downloaded from: http://www.brother-usa.com/

 

1.  On the computer click on Start => (All) Programs => Brother => XXX-XXXX => Uninstall.  (Where X is the model of your Brother machine)

 

NOTE:  If the software is not installed, continue to PART 6 STEP 4.

 

2.  When asked to confirm that you want to completely remove the software, click OK.

 

3.  When the uninstall is complete, you will be prompted to restart the computer.  Click YES and wait for the computer to reboot.

 

4.  Insert the supplied CD for your Operating System into your CD drive. If prompted, select your language and model.

 

NOTE: If the CD does not automatically run, double click on My Computer on your desktop, or click Start => (My) Computer. Then double click on the Brother MFL-PRO Suite icon to run the CD.

 

5.  The CD main menu will appear.  Click Initial Installation.

 

6.  Click MFL-Pro Suite Without PaperPort(tm) SE.

 

NOTE:  This assumes PaperPort has already been installed once.  If this software was never installed, you may choose to install the full MFL-Pro Suite from the main CD menu.

 

7. Choose Wired Network Connection (Ethernet) and click NEXT.

 

8.  For Windows XP SP2 or greater, Windows Vista, or Windows 7 Users:  If a firewall is detected, choose Change The Firewall Port Settings To Enable Network Connection And Continue With The Installation (Recommended).  You may have to click NEXT to continue.

 

NOTE:  If you are using a firewall other than Windows Firewall or Windows Firewall is off, you may receive a message warning you that the firewall could block network communication.  See the instructions provided with your firewall software for information on how to add the following network ports:

 

-       For network scanning, add UDP port 54925.

 

-       For network pc-fax receiving, add UDP port 54926.

 

-       If you still have trouble with your network connection, add UDP port 137.

 

9. If you are asked to "Choose the Brother machine you want to install", Make a selection.  You may leave the box checked for "Set by Nodename" and click NEXT.

 

  1. If a window appears stating: No devices could be found over the network, then the computer cannot communicate with the machine.  This could occur because of a firewall, security program, or the computer and/or Brother machine is not properly connected to the network.  Troubleshoot to correct any of these possibilities.

 

  1. If asked to "Search for the device again", click NO and choose Specify Your Machine by Address (Advanced Users).  Enter the IP address information appropriate to your network, and then click NEXT.  If you are not certain what information to enter you should contact your network administrator.

 

10. The installation screens will appear one after another.  Please wait. It will take a few moments for all the screens to appear.  Do not try to cancel any of the screens during this installation.

 

NOTE: If asked: Would you like to install this device software?  Click INSTALL.

 

11. When the User's Guides screen is displayed, if you want to download the manuals click View Manuals on the Web and follow the on-screen instructions.  You can also view the manuals on the documentation CD.  Once you are finished click NEXT to continue the installation.

 

12. When the On-Line Registration screen is displayed, make your selection and follow the on-screen instructions.  Once you have completed the registration click NEXT to continue the installation.

 

13.  When the "Setup Complete" window appears, make any of the following selections, and then click NEXT:

 

-       You may select Enable Status Monitor on Startup, which is a software tool for monitoring device status and error notification from your PC.

 

-       You may select Enable the Network Connection Repair Tool, which is a software application that will check for network problems and automatically attempt to correct them.

 

-       You may select to Set as Default Printer.

 

14. Select Yes, I Want To Restart My Computer Now and click FINISH.   The computer will restart.

 

NOTE:  After restarting the computer you must be logged on with Administrator rights.

 

15.  Once the computer restarts, you will be prompted to select an option for firmware update notification.  Make your selection and click OK.

 

NOTE: Internet access is required for any firmware upgrades.

 

16.  Once the computer restarts, attempt to print again to determine if the issue has been resolved.  If you are still unable to print:

 

-       Try another network cable and another port on the access point.

 

-       Attempt to print from another network-connected computer.

 

These steps 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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