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Description of Problem 100000031058

I am unable to print from Windows 7, 8, 8.1, Server 2008 R2, or 2012 using a wireless network connection.  What can I do?


Description of Solution 200000039923

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 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.    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-8100w, IEEE 802.11b/g/n (Active), go to STEP 4

 

-      If the Node Type is Brother NC-8100w, IEEE 802.11b/g/n (Inactive) or Brother NC-8500h, 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-8100w, IEEE 802.11b/g/n (Active). 

 

4.    Locate the Name (SSID) near the bottom and confirm it matches your router or access point. 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.

 

IMPORTANT:  Some access points and routers have both a primary and guest network.  Guest networks allow access to the network Internet connection, but restricts direct access to the network.  The Brother machine should be setup on the primary network and not the guest network.

 

 

 

5.    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. Go to PART 6.

 

 

PART 3: Verify the Interface setting of the BROTHER machine

 

Refer to the following solution - How do I check the Interface setting of the Brother machine?

 

Continue to PART 4.

 

 

PART 4:  DOWNLOAD AND RUN THE NETWORK CONNECTION REPAIR TOOL

 

Download and run the 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.

 

-      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.

 

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 COMMUNICATION BETWEEN THE BROTHER MACHINE AND COMPUTER

 

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, go to PART 6.

 

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.

  

2.    Obtain the computer's IP Address:

 

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

 

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

 

 

c.    In the command prompt window, type: IPCONFIG and press ENTER.

 

d.    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 or access point 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    

 

3.    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 7.

 

 

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 or access point 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 printer to your wireless network.  Continue to PART 6.

 

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 or access point 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 printer to your wireless network.  Continue to PART 6.

 

 

PART 6:  ESTABLISH A WIRELESS CONNECTION

 

You will need to configure the wireless printer on the network. Refer to one of the solutions below for instructions.  Once the printer is setup on your wireless network, try printing again.

 

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

 

How do I configure the wireless printer and install the printer driver using a USB cable on a wired Windows computer? 

 

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

NOTE: Currently, Windows 8.1 cannot configure the wireless printer without a cable. Please refer to one of these other solutions to configure the wireless printer.

 

How do I configure the wireless printer using the control panel? 

 

 

PART 7: VERIFY THAT THE PRINTER IS SET AS DEFAULT, THAT THE STATUS IS READY, AND THE PRINT QUEUE IS EMPTY

 

1.    Open the Printers folder.  Refer to the following solution for instructions, if needed - How do I open the Printers folder in Windows?

 

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 STEP 3

 

-      If the Brother printer is not listed, the driver may not be installed properly.  Continue to PART 9.

 

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:

 

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

 

b.    Select Printer.

 

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

 

d.    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.

 

e.    Select Printer => Cancel All Documents

 

  1. Click 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. Click the back arrow on the See what's printing window, to return to the Printers folder.

 

-      If you made changes to the driver during PART 7, then continue to STEP 6.

 

-      If you did not make any changes to the printer driver during PART 7, then continue to PART 8

 

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.

 

-      If the test page prints, then the printer driver is installed properly and your issue is resolved.

 

-      If the test page does not print, close the Printer Properties window:

 

a.    Right-click on the Brother printer driver and select See what's printing.

 

b.    Select Printer => Cancel All Documents

 

c.    Click Yes.  This should clear the queue.  Continue to PART 8

 

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

 

 

PART 8: 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.

 

-      If the test page prints, then the printer driver is installed properly and your issue is resolved.

 

-      If the test page does not print, close the Printer Properties window:

 

a.    Right-click on the Brother printer driver and select See what's printing.

 

b.    Select Printer => Cancel All Documents.

 

c.    Click Yes.  This should clear the queue.  Continue to PART 9.

 

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

 

 

PART 9:  UNINSTALL AND REINSTALL THE BROTHER DRIVERS

 

1.    Uninstall the printer driver, refer to the solution - How do I uninstall the printer driver in Windows? 

 

2.    Reinstall the printer driver, refer to the solution - The wireless printer is connected to the network. How do I install the printer driver in Windows? 

 

3.    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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