Answer to your Frequently Asked Question:

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Description of Problem 100000023922

How do I clear white horizontal lines on printed documents?

Description of Solution 200000030523





Brother strongly recommends that you do not refill the ink cartridges provided with your machine. We also strongly recommend that you continue to use only Genuine Brother Brand replacement ink cartridges. Use or attempted use of potentially incompatible ink and/or cartridges in the Brother machine may cause damage to the machine and/or may result in unsatisfactory print quality. Our warranty coverage does not apply to any problem that is caused by the use of unauthorized third-party ink and/or cartridges. To protect your investment and obtain premium performance from the Brother machine, we strongly recommend the use of Genuine Brother Supplies. 


1. Print a Print Quality Check Sheet (PQCS):


a. Press MENU.


b. Press OK to select Ink.


c. Press OK to select Test Print.


d. Press OK to select Print Quality.


e. Press the COLOR START key. A Print Quality Check Sheet will be printed.




f. After the PQCS is printed the LCD asks you if the print quality is OK.


g. Study the PQCS; there will be four color blocks (Black, Yellow, Cyan & Magenta) made up of dotted lines. Check the quality of the four color blocks on the sheet.


-If all the lines are clear and visible, as shown under "OK", press 1 to choose Yes and continue to STEP l.


-If you can see missing short lines as shown under "Poor", press 2 to choose No and continue to STEP h.




-If you have repeated this procedure at least 5 times and the print quality is still poor, press STOP/EXIT and replace the ink cartridge for the clogged color.


-If the problem still exists after replacing the ink cartridge, repeat the cleaning and test print procedures at least 5 additional times for the new ink cartridge. If ink is still missing, continue to Warranty and Service Options.


h. The LCD asks you if the print quality is OK for black, press 1 (Yes) or 2 (No).


i. The LCD asks you if the print quality is OK for the three colors, press 1 (Yes) or 2 (No).


j. The LCD asks you if you want to start cleaning, press 1 (Yes). The machine will start cleaning the print head.


k. After cleaning is finished, press COLOR START. The machine starts printing the Print Quality Check Sheet again. Return to STEP g.


l. Press STOP/EXIT to return to the standby display.


2. Reprint the document that originally resulted in the horizontal white lines.


- If the printout is clear the issue is resolved, end the call.


- If the horizontal white lines are still occurring continue to WARRANTY AND SERVICE OPTIONS.




If the problem continues and your machine is within warranty, you can locate a Brother Authorized Service Center (ASC) in your area by clicking on the link below: or contact Brother Customer Service by calling 1-877-Brother (1-877-276-8437) Monday through Friday, excluding holidays. 


If your machine is out of warranty, you can locate a Brother Authorized Service Center using the information listed above.


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