B Troubleshooting and Routine Maintenance

Troubleshooting

 IMPORTANT
For technical help, you must call the country where you bought the machine. Calls must be made from within that country.
If you think there is a problem with your machine, check the chart below and follow the troubleshooting tips.
Most problems can be easily resolved by yourself. If you need additional help, the Brother Solutions Center offers the latest FAQs and troubleshooting tips. Visit us at http://solutions.brother.com.

If you are having difficulty with your machine

Printing
Difficulty
Suggestions
No printout
Check the interface cable connection on both the machine and your computer. (See the Quick Setup Guide.)
Check that the machine is plugged in and that the On/Off key is on.
One or more ink cartridges are empty. (See Replacing the ink cartridges.)
Check to see if the LCD is showing an error message. (See Error messages.)
Check that the correct printer driver has been installed and chosen.
Make sure the machine is online. Click Start and then Printers and Faxes. Right-click and choose ‘Brother MFC-XXXX’ (where XXXX is your model name), and make sure that ‘Use Printer Offline’ is unchecked.
Poor print quality
Check the print quality. (See Checking the print quality.)
Make sure that the Printer Driver or Paper Type setting in the menu matches the type of paper you are using. (See Printing for Windows® or Printing and Faxing for Macintosh® in the Software User’s Guide on the CD-ROM and Paper Type.)
Make sure that your ink cartridges are fresh. The following may cause ink to clog:
• 
The expiration date written on the cartridge package has passed. (Cartridges stay usable for up to two years if kept in their original packaging.)
• 
The ink cartridge was in your machine over six months.
• 
The ink cartridge may not have been stored properly before use.
Try using the recommended types of paper. (See Acceptable paper and other media.)
The recommended environment for your machine is between 68° F to 91° F
(20° C to 33° C).
White horizontal lines appear in text or graphics.
Clean the print head. (See Cleaning the print head.)
Try using the recommended types of paper. (See Acceptable paper and other media.)
The machine prints blank pages.
Clean the print head. (See Cleaning the print head.)
Characters and lines are stacked.
Check the printing alignment. (See Checking the printing alignment.)
Printed text or images are skewed.
Make sure the paper is loaded properly in the paper tray and the paper side guide is adjusted correctly. (See Loading paper, envelopes and other media .)
Make sure the Jam Clear Cover is set properly.
Smudged stain at the top center of the printed page.
Make sure the paper is not too thick or curled. (See Acceptable paper and other media.)
Printing appears dirty or ink seems to run.
Make sure you are using the proper types of paper. (See Acceptable paper and other media.) Don't handle the paper until the ink is dry.
Stains appear on the reverse side or at the bottom of the page.
Make sure the printer platen is not dirty with ink. (See Loading paper, envelopes and other media .)
Make sure you are using the paper support flap. (See Loading paper and other media .)
There are some dense lines.
Check Reverse Order in the Basic tab of the printer driver.
The printouts are wrinkled.
In the printer driver Basic tab, click the Settings, and uncheck the Bi-Directional Printing.
Cannot perform ‘2 in 1 or 4 in 1’ printing.
Check that the paper size setting in the application and in the printer driver are the same.
Print speed is too slow.
Try changing the printer driver setting. The highest resolution needs longer data processing, sending and printing time. Try the other quality settings in the printer driver Basic tab. Also, click the Settings tab, and make sure you uncheck Color Enhancement (True2Life®).
Turn the borderless feature off. Borderless printing is slower than normal printing. (See Printing for Windows® or Printing and Faxing for Macintosh® in the Software User’s Guide on the CD-ROM.)
True2Life® is not working properly.
If the image data is not full color in your application (such as 256 color), True2Life® will not work. Use at least 24 bit color data with the True2Life® feature.
Machine feeds multiple pages
Make sure the paper is loaded properly in the paper tray. (See Loading paper, envelopes and other media .)
Check that more than two types of paper are not loaded in the paper tray at any one time.
Printed pages are not stacked neatly.
Make sure you are using the paper support flap. (See Loading paper, envelopes and other media .)
Printed pages double-feed and cause a paper jam.
Make sure you pull out the paper support until it clicks and unfold the paper support flap.
Machine does not print from Paint Brush.
Try setting the Display setting to ‘256 colors.’
Machine does not print from Adobe Illustrator.
Try to reduce the print resolution. (See Printing for Windows® or Printing and Faxing for Macintosh® in the Software User’s Guide on the CD-ROM.)
The machine cannot print full pages of a document.
Out of Memory message occurs.
Reduce the printing resolution. (See Printing for Windows® or Printing and Faxing for Macintosh® in the Software User’s Guide on the CD-ROM.)
Reduce the complexity of your document and try again. Reduce the graphic quality or the number of font sizes within your application software.
Printing Received Faxes
Difficulty
Suggestions
Condensed print and white streaks across the page or the top and bottom of sentences are cut off.
You probably had a bad connection, with static or interference on the telephone line. Ask the other party to send the fax again.
Vertical black lines when receiving.
The sender's scanner may be dirty. Ask the sender to make a copy to see if the problem is with the sending machine. Try receiving from another fax machine.
Received color fax prints only in black and white.
Replace the color ink cartridges that are empty or nearly empty, and then ask the other person to send the color fax again. (See Replacing the ink cartridges.)
Left and Right margins are cut off or a single page is printed on two pages.
Turn on Auto Reduction. (See Printing a reduced incoming fax.)
Phone Line or Connections
Difficulty
Suggestions
Dialing does not work. (No dial tone)
Check that the machine is plugged in and switched on.
Check all line cord connections.
(Canada only) Change Tone/Pulse setting. (See the Quick Setup Guide.)
If an external phone is connected to the machine, send a manual fax by lifting the handset of the external phone and dialing the number. Wait to hear fax receiving tone before pressing Black Start or Color Start.
The machine does not answer when called.
Check all line cord connections.
Make sure the machine is in the correct receiving mode for your setup.
(See Choosing the Receive Mode.) Check for a dial tone. If possible, call your machine to hear it answer. If there is still no answer, check the telephone line cord connection. If there is no ringing when you call your machine, ask your telephone company to check the line.
Receiving Faxes
Difficulty
Suggestions
Cannot receive a fax
Check all line cord connections.
Make sure the machine is in the correct receiving mode for your setup.
(See Receive modes.)
If you often have interference on the phone line, try changing the menu setting of Compatibility to Basic or Normal. (See Phone line interference.)
Sending Faxes
Difficulty
Suggestions
Cannot send a fax
Check all line cord connections.
Make sure that the Fax Graphic key is illuminated.
(See Entering Fax mode.)
Ask the other party to check that the receiving machine has paper.
Print the Transmission Verification Report and check for an error.
(See Reports.)
Transmission Verification Report says ‘Result:NG’ or ‘Result:ERROR’.
There is probably temporary noise or static on the line. Try sending the fax again. If you send a PC FAX message and get ‘Result:NG’ on the Transmission Verification Report, your machine may be out of memory. If the problem continues, ask the telephone company to check your phone line.
If you often get transmission errors due to possible interference on the phone line, try changing the menu setting of Compatibility to Basic or Normal. (See Phone line interference.)
Poor fax send quality.
Try changing your resolution to Fine or S.Fine. Make a copy to check your machine's scanner operation. If the copy quality is not good, clean the scanner. (See Cleaning the scanner.)
Vertical black lines when sending.
If the copy you made shows the same problem, clean the scanner. (See Cleaning the scanner)
Handling Incoming Calls
Difficulty
Suggestions
The machine ‘Hears’ a voice as a CNG Tone.
If Easy Receive is set to on, your machine is more sensitive to sounds. It may mistakenly interpret certain voices or music on the line as a fax machine calling and respond with fax receiving tones. Deactivate the machine by pressing Stop/Exit. Try avoiding this problem by turning Easy Receive to off. (See Easy Receive.)
Sending a fax call to the machine.
If you answered at the machine, press Black Start and hang up at once. If you answered on an external or extension phone, press your Fax Receive Code (default setting is Bsymbol.tone51). When your machine answers, hang up.
Custom features on a single line.
If you have Call Waiting, Call Waiting/Caller ID, Voice Mail, an alarm system or other custom feature on a single phone line with your machine, it may create a problem sending or receiving faxes.
For example: If you subscribe to Call Waiting or some other custom service and its signal comes through the line while your machine is sending or receiving a fax, the signal can temporarily interrupt or disrupt the faxes. Brother's ECM feature should help overcome this problem. This condition is related to the telephone system industry and is common to all devices that send and receive information on a single, shared line with custom features. If avoiding a slight interruption is crucial to your business, a separate phone line with no custom features is recommended.
Menu Setting Difficulties
Difficulty
Suggestions
The machine beeps when you try to access the Setup Receive menu.
If the Fax Graphic key is not illuminated, press it to turn on Fax mode. The Setup Receive setting is available only when the machine is in Fax mode.
Copying Difficulties
Difficulty
Suggestions
Cannot make a copy
Make sure that the Copy Graphic key is illuminated. (See Entering Copy mode.)
Vertical streaks appear in copies
If you see vertical streaks on copies, clean the scanner. (See Cleaning the scanner.)
Poor copy results when using the ADF.
Try using the scanner glass. (See Using the scanner glass.)
Scanning Difficulties
Difficulty
Suggestions
TWAIN/WIA errors appear while scanning.
Make sure the Brother TWAIN/WIA driver is chosen as the primary source. In PaperPort® SE with OCR, click File, Scan and choose the Brother TWAIN/WIA driver.
Poor scanning results when using the ADF.
Try using the scanner glass. (See Using the scanner glass.)
Software Difficulties
Difficulty
Suggestions
Cannot install software or print
Run the Repair MFL-Pro Suite program on the CD-ROM. This program will repair and reinstall the software.
‘Device Busy’
Make sure the machine is not showing an error message on the LCD.
PhotoCapture Center® Difficulties
Difficulty
Suggestions
Removable Disk does not work properly.
1.
Have you installed the Windows® 2000 update? If not, do the following:
1)
Unplug the USB cable.
2)
Install the Windows® 2000 update, and see the Quick Setup Guide. After the installation the PC will be automatically restarted.
3)
Wait about 1 minute after you restart the PC, and then connect the USB cable.
2.
Take out the media card and put it back in again.
3.
If you have tried ‘Eject’ from within Windows®, take out the media card before you continue.
4.
If an error message appears when you try to eject the media card, it means the card is being accessed. Wait a while and then try again.
5.
If all of the above do not work, turn off your PC and machine, and then turn them on again. (You will have to unplug the power cord of the machine to turn it off.)
Cannot access Removable Disk from Desktop icon.
Make sure you have put the media card into the media slot.
Network Difficulties
Difficulty
Suggestions
Cannot print over the Network.
Make sure that your machine is powered on and is online and in Ready mode. Print a Network Configuration list (see Reports.) and check the current Network settings printed in this list. Reconnect the LAN cable to the hub to verify that the cabling and network connections are good. If possible, try connecting the machine to a different port on your hub using a different cable. If the connections are good, the machine shows LAN Active for 2 seconds.
(If you are having Network problems, see the Network User’s Guide on the CD-ROM for more information.)
The network scanning feature does not work.
(For Windows® users only) Firewall setting on your PC may be rejecting the necessary network connection. Follow the instructions below to configure the Firewall. If you are using a personal Firewall software, see the User’s Guide for your software or contact the software manufacturer.
<Windows® XP SP2 users>
1.
Click the Start button, Control Panel and then Windows Firewall. Make sure that Windows Firewall on the General tab is set to On.
2.
Click Advanced tab and Settings button in Network Connection Settings.
3.
Click Add button, and in the “Description of service” field, enter any name. In the “Name or IP Address” field enter “localhost”. In the internal and external port numbers fields enter “54925” for network scanning. Choose UDP and click OK. Repeat this step adding Port 54926 for network PC-FAX receiving and Port 137 for both network scanning and network PC-FAX receiving.
4.
Make sure the new settings are added and the box is checked, and then click OK.
The network PC-Fax Receive feature does not work.
Your computer cannot find your machine.
<Windows® users>
Firewall setting on you PC may be rejecting the necessary network connection. For detail, see the instruction above.
<Macintosh® users>
Re-select your machine in the DeviceSelector application located in Macintosh HD/Library/Printers/Brother/Utilities or from the model of ControlCenter2.