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Description of Problem 100000022202

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


Description of Solution 200000028223

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 displays an error, troubleshoot to clear the particular problem.

 

 

PART 2:   VERIFY THE CONNECTION TO THE WIRELESS ROUTER OR ACCESS POINT

 

1. Verify that there is no Ethernet cable connected between the Brother machine and the router or access point.

 

2. Print the Network Configuration report by pressing the OK key 3 times.

 

3. Look at the last page of the Printer Settings. Locate the Node Type near the top of the page.

 

- If the Node Type is Brother NC-7700w, IEEE 802.11b/g (Active), go to STEP 4

 

- If the Node Type is Brother NC-7700w, IEEE 802.11b/g (Inactive) or Brother NC-6900h, Ethernet 10/100BASE-TX (Active), enable the wireless network card by following the steps below.

 

a. Press the UP or DOWN ARROW key to select Network. Press OK.

 

b. Press the UP or DOWN ARROW key to select WLAN. Press OK.

 

c. Press the UP or DOWN ARROW key to select WLAN Enable. Press OK.

 

d. Press the UP or DOWN ARROW key to select ON. Press OK.

 

e. Press the CANCEL key to return the printer to "Ready".

 

f. Wait 1 minute. It is very important to wait 1 minute before continuing. If you do not wait at least 1 minute, the Brother machine may not have enough time to join the network and receive an IP address.

 

g. Print the Printer Settings by pressing the OK key 3 times. Look at the last page and verify the Node Type is Brother NC-7700w, IEEE 802.11b/g (Active). 

 

4. Locate the Name (SSID) near the bottom and confirm it matches your access point or router. On your computer, you may have a wireless symbol in the task tray in the bottom right of your screen near the time. Click on the wireless symbol to view the network you are connected to.

 

5. On the last page, locate the Wireless Link Status near the bottom.

 

- If it reads Link OK. Continue to PART 3

 

- If the status states Link Down, Failed to Associate, this indicates a connection error. If you cannot find the Wireless Link Status section, this indicates that the machine is not connected to the wireless network. You will need to reset and configure the wireless network card. Refer to the solutions below.

 

How do I configure the wireless printer and install the printer driver with a USB cable on a Windows PC using the CD?  

 

How do I configure the wireless printer and install the printer driver with an Ethernet cable on a wired Windows PC with the CD?  

 

How do I configure the wireless printer and install the printer driver without a cable on a Windows PC using the CD?  

 

How do I configure the wireless printer and install the printer driver with a USB or Ethernet cable on a Windows PC using the downloaded driver?   

 

 

PART 3: Verify the Interface setting of the machine

 

1. On the first page of the Printer Settings, look under General Setup to find Interface.

 

 

- If Interface is set to Auto, go to PART 4.

 

- If Interface is not set to Auto:

 

a. Press the UP or DOWN ARROW key to select General Setup. Press OK.

 

b. Press the UP or DOWN ARROW key to select Interface. Press OK.

 

c. The display will show "Select". Press OK.

 

d. Press the UP or DOWN ARROW key to select Auto. Press OK.

 

e. The display will read "Accepted". Press the CANCEL key to return the printer to "Ready".

 

f. Print the Printer Settings by pressing the OK key 3 times and verify the Interface is Auto.

 

2. Try printing a document from your computer. 

 

- If the document prints, the issue is resolved. 

 

- If the document does not print, continue to PART 4.

 

 

PART 4:  DOWNLOAD AND RUN THE NETWORK CONNECTION REPAIR TOOL

 

You will download and run a network connection repair tool to try to fix the connection issue between the computer and printer.

 

-  If the tool cannot repair the connection, continue to PART 5 below.

 

-  If the tool finishes, try printing again to see if the issue has been resolved. If you are unable to print, continue to PART 5 below.

 

For instructions to download and run the tool, refer to the solution - How do I download and use the Network Connection Repair Tool in Windows? 

 

 

PART 5: VERIFY THE CONNECTION TO THE NETWORK

 

1. Find the Brother machine's IP address on the last page of the Printer Settings report.  If the IP address is not valid for your network, you will need to reset and configure the wireless network card. Refer to the solution below.

 

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.

 

How do I configure the wireless printer and install the printer driver with a USB cable on a Windows PC using the CD?  

 

How do I configure the wireless printer and install the printer driver with an Ethernet cable on a wired Windows PC with the CD?  

 

How do I configure the wireless printer and install the printer driver without a cable on a Windows PC using the CD?  

 

How do I configure the wireless printer and install the printer driver with a USB or Ethernet cable on a Windows PC using the downloaded driver? 

 

2.  Obtain the computer's IP Address:

 

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

 

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

 

c.  Type: IPCONFIG and press ENTER.

 

d.  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.

 

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:

 

i.  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 6.

 

 

ii.  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 5 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    

 

iii.  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 5 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 6:  VERIFY THAT THE PRINTER IS SET AS DEFAULT, THE STATUS IS READY, AND THE PRINT QUEUE IS EMPTY

 

1. Open the Printers folder:

 

- Click Start => Device and Printers.

 

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

 

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

 

-  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 8.

 

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:

 

a.  Right-click on the Brother printer driver and select See What's Printing.

 

b.  Select Printer.

 

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

 

d.  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:

 

a.  Right-click on the Brother printer driver and select See What's Printing.

 

b.  Select Printer => Cancel All Documents.

 

c.  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, then continue to STEP 7 to print a test page.

 

-  If you did not make any changes to the printer driver, then continue to PART 7 to continue troubleshooting. 

 

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 Brother printer driver and select See What's Printing.

 

-  Select Printer => Cancel All Documents.

 

-  Press Yes.  This should clear the queue.

 

 

PART 7: CHECK THE DRIVER PORT SETTINGS

 

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

 

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.

 

 

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.

 

 

 

 

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

 

 

10. Click CLOSE.

 

11. Click APPLY.

 

12. Click on the General tab.

 

13. 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 Brother printer driver and select See What's Printing.

 

-  Select Printer => Cancel All Documents.

 

-  Press Yes.  This should clear the queue.

 

 

PART 8:  UNINSTALL AND REINSTALL THE BROTHER DRIVERS

 

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

 

NOTE:  If the software is not installed, continue to 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.  To install the printer driver, refer to the solution below.

 

The printer is attached to the network. How do I install the printer driver on another Windows computer?    

5.  Attempt to print again to determine if the issue has been resolved.

 

-  If you are still unable to print after completing the preceding troubleshooting steps, and you are using Personal Firewall software, we recommend that you disable this application and attempt to print again.  The Firewall may be blocking the necessary network communication between your computer and the Brother machine.  Please contact the Firewall software vendor for assistance with disabling your Firewall.

 

-  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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