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If You Are Having Difficulty with Your Machine, Paper Handling and Printing Problems

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Home > Troubleshooting > If You Are Having Difficulty with Your Machine If You Are Having Difficulty with Your Machine 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 following topics. You can correct most problems yourself. If you need additional help, go to your model's FAQs & Troubleshooting page on the Brother Solutions Center at support.brother.com. Using non-Brother supplies may affect the print quality, hardware performance, and machine reliability. • Paper Handling and Printing Problems • Telephone and Fax Problems • Other Problems • Network Problems • Google Cloud Print Problems • AirPrint Problems 560

Section	Page
Online User's Guide MFC-J805DW/MFC-J815DW/MFC-J995DW	1
Table of Contents	2
Before You Use Your Brother Machine	8
Definitions of Notes	9
Notice - Disclaimer of Warranties (USA and Canada)	10
Trademarks	11
Important Note	12
Introduction to Your Brother Machine	13
Before Using Your Machine	14
Control Panel Overview	15
LCD Overview	19
Touchscreen LCD Overview	20
Settings Screen Overview	23
Navigate the Touchscreen	25
Set Default Function Screens	26
Access Brother Utilities (Windows)	27
Uninstall the Brother Software and Drivers (Windows)	28
USB / Ethernet Port Locations on Your Brother Machine	29
Paper Handling	31
Load Paper	32
Load Paper in the Paper Tray	33
Load Cut-Sheet Paper or Photo 2L Paper in the Paper Tray	34
Load Legal Size Paper in the Paper Tray	38
Load Photo Paper in the Paper Tray	42
Load Envelopes in the Paper Tray	45
Load Paper in the Manual Feed Slot	48
Unprintable Area	51
Paper Settings	52
Change the Paper Size and Paper Type	53
Change the Check Paper Size Setting	54
Acceptable Paper and Other Print Media	55
Recommended Print Media	56
Handle and Use Print Media	57
Choose the Right Print Media	58
Paper Type and Paper Size for Each Operation	59
Paper Capacity of the Paper Trays	60
Paper Weight and Thickness	61
Load Documents	62
Load Documents in the Automatic Document Feeder (ADF)	63
Load Documents on the Scanner Glass	65
Unscannable Area	66
Print	67
Print from Your Computer (Windows)	68
Print a Photo (Windows)	69
Print a Document (Windows)	70
Cancel a Print Job (Windows)	71
Print More Than One Page on a Single Sheet of Paper (N in 1) (Windows)	72
Print as a Poster (Windows)	73
Print on Both Sides of the Paper Automatically (Automatic 2-sided Printing) (Windows)	74
Print as a Booklet Automatically (Windows)	77
Print a Color Document in Grayscale (Windows)	79
Prevent Smudged Printouts and Paper Jams (Windows)	80
Use a Preset Print Profile (Windows)	81
Create or Delete Your Print Profile (Windows)	83
Change the Default Print Settings (Windows)	84
Print Settings (Windows)	85
Print from Your Computer (Mac)	89
Print a Photo (Mac)	90
Print a Document (Mac)	91
Print on Both Sides of the Paper Automatically (Automatic 2-sided Printing) (Mac)	92
Print More Than One Page on a Single Sheet of Paper (N in 1) (Mac)	93
Print a Color Document in Grayscale (Mac)	94
Prevent Smudged Printouts and Paper Jams (Mac)	95
Print Options (Mac)	96
Scan	102
Scan Using the Scan Button on Your Brother Machine	103
Scan Photos and Graphics	104
Save Scanned Data to a Folder as a PDF File	107
Save Scanned Data to a Memory Card or USB Flash Drive	110
Compatible Media	112
Scan Multiple Business Cards and Photos (Auto Crop)	113
Scan to an Editable Text File Using OCR	114
Scan to Email Attachment	117
Scan to FTP	120
Set up a Scan to FTP Profile	121
Upload Scanned Data to an FTP Server	123
Scan to SSH FTP (SFTP)	124
Set up a Scan to SFTP Profile	125
Create a Client Key Pair Using Web Based Management	127
Export a Client Key Pair Using Web Based Management	128
Import a Server Public Key Using Web Based Management	129
Upload Scanned Data to an SFTP Server	130
Scan to Network (Windows)	131
Set up a Scan to Network Profile	132
Set the Date and Time Using Web Based Management	134
Upload Scanned Data to a CIFS Server	135
Scan to SharePoint	136
Set up a Scan to SharePoint Profile	137
Upload Scanned Data to a SharePoint Server	139
Web Services for Scanning on Your Network (Windows 7, Windows 8 and Windows 10)	140
Use Web Services to Install Drivers Used for Scanning (Windows 7, Windows 8, and Windows 10)	141
Scan Using Web Services from the Brother Machine (Windows 7, Windows 8 and Windows 10)	142
Configure Scan Settings for Web Services	143
Change Scan Button Settings from ControlCenter4 (Windows)	144
Change Scan Button Settings from Brother iPrint&Scan (Mac)	148
Scan from Your Computer (Windows)	149
Scan Using ControlCenter4 Home Mode (Windows)	150
Scan Using ControlCenter4 Home Mode (Windows)	151
Select Document Type Using ControlCenter4 Home Mode (Windows)	153
Custom Scan Settings (Windows)	154
Change Scan Size Using ControlCenter4 Home Mode (Windows)	156
Crop a Scanned Image Using ControlCenter4 Home Mode (Windows)	157
Print Scanned Data Using ControlCenter4 Home Mode (Windows)	159
Open with an Application Using ControlCenter4 Home Mode (Windows)	160
Save Scanned Data to a Folder as a PDF File Using ControlCenter4 Home Mode (Windows)	161
Scan Settings for ControlCenter4 Home Mode (Windows)	163
Scan Using ControlCenter4 Advanced Mode (Windows)	165
Scan Photos and Graphics Using ControlCenter4 Advanced Mode (Windows)	166
Save Scanned Data to a Folder as a PDF File Using ControlCenter4 Advanced Mode (Windows)	168
Scan Both Sides of an ID Card Using ControlCenter4 Advanced Mode (Windows)	170
Scan to Email Attachment Using ControlCenter4 Advanced Mode (Windows)	172
Scan to an Editable Text File (OCR) Using ControlCenter4 Advanced Mode (Windows)	174
Scan to an Office File Using ControlCenter4 Advanced Mode (Windows)	176
Scan Settings for ControlCenter4 Advanced Mode (Windows)	177
Scan Using Nuance™ PaperPort™ 14SE or Other Windows Applications	181
TWAIN Driver Settings (Windows)	183
Scan Using Windows Fax and Scan	186
WIA Driver Settings (Windows)	188
Install BookScan Enhancer and Whiteboard Enhancer (Windows)	190
Scan from Your Computer (Mac)	191
Scan Using Brother iPrint&Scan (Mac)	192
Scan Using TWAIN-Compliant Applications (Mac)	193
TWAIN Driver Settings (Mac)	194
Configure Scan Settings Using Web Based Management	196
Set the Scan Job Email Report Using Web Based Management	197
Copy	198
Copy a Document	199
Enlarge or Reduce Copied Images	201
Sort Copies	203
Make Page Layout Copies (N in 1 or Poster)	204
Copy on Both Sides of the Paper (2-sided Copy)	208
Copy an ID Card	211
Copy in Ink Save Mode	213
Copy Options	214
Fax	218
Send a Fax	219
Send a Fax from Your Brother Machine	220
Send a Fax Manually	223
Send a Fax at the End of a Conversation	224
Send the Same Fax to More than One Recipient (Broadcasting)	225
Cancel a Broadcast in Progress	227
Send a Fax in Real Time	228
Send a Fax at a Specified Time (Delayed Fax)	229
Change the Fax Auto Redial Setting	230
Cancel a Fax in Progress	231
Check and Cancel a Pending Fax	232
Fax Options	233
Receive a Fax	235
Receive Mode Settings	236
Receive Modes Overview	237
Choose the Correct Receive Mode	238
Set the Number of Rings Before the Machine Answers (Ring Delay)	240
Set the F/T Ring Time (Pseudo/Double-ring)	241
Set Easy Receive	242
Fax Preview	243
Set Fax Preview to On	244
Preview New Faxes	245
Shrink Page Size of an Oversized Incoming Fax	247
Set the Fax Receive Stamp	248
Receive a Fax at the End of a Telephone Conversation	249
Memory Receive Options	250
Forward Incoming Faxes to Another Machine	251
Store Incoming Faxes in the Machine's Memory	252
Use PC-Fax Receive to Transfer Received Faxes to Your Computer (Windows only)	253
Change Memory Receive Options	255
Turn Off Memory Receive	256
Print a Fax Stored in the Machine's Memory	257
Remote Fax Retrieval	258
Set a Remote Access Code	259
Use Your Remote Access Code	260
Remote Retrieval Commands	261
Forward Faxes Remotely	262
Change the Fax Forwarding Number	263
Voice Operations and Fax Numbers	264
Voice Operations	265
Send Tone Signals	266
Pick up a Voice Call in Fax/Tel Receive Mode	267
Special Line Considerations	268
Rollover Telephone Lines	269
Two-Line Telephone System	270
Convert Telephone Wall Outlets	271
Install Your Brother Machine, an External Two-Line TAD and Two-Line Telephone	272
Store Fax Numbers	273
Store Address Book Numbers	274
Store Address Book Numbers from Outgoing Calls	275
Store Address Book Numbers from Caller ID History	276
Change or Delete Address Book Names or Numbers	277
Set up Groups for Broadcasting	279
Change a Broadcasting Group Name	281
Delete a Broadcasting Group	282
Add or Delete a Broadcasting Group Member	283
Dial Access Codes and Credit Card Numbers	284
Telephone Services and External Devices	286
Voice Mail	287
Distinctive Ring	288
Register the Distinctive Ring Pattern	290
Turn off Distinctive Ring	292
Caller ID	293
Set up Your Area Code	294
Voice Over Internet Protocol (VoIP/Telephone Line Interference)	295
External TAD (Telephone Answering Device)	296
Connect an External TAD	297
Record an Outgoing Message (OGM) on the External TAD	298
Multi-line Connections (PBX)	299
External and Extension Telephones	300
Connect an External or Extension Telephone	301
Operation from External and Extension Telephones	302
Use a Non-Brother Cordless External Handset	303
Use the Remote Codes	304
Change the Remote Codes	305
Fax Reports	306
Set the Transmission Verification Report's Style	307
Set the Fax Journal's Interval Period	308
PC-FAX	310
PC-FAX for Windows	311
PC-FAX Overview (Windows)	312
Configure PC-FAX (Windows)	313
Configure your PC-Fax Address Book (Windows)	314
Add a Member to your PC-FAX Address Book (Windows)	315
Create a Group in your PC-FAX Address Book (Windows)	316
Edit Member or Group Information in your PC-FAX Address Book (Windows)	317
Delete a Member or Group in your PC-FAX Address Book (Windows)	318
Export your PC-FAX Address Book (Windows)	319
Import Information to your PC-FAX Address Book (Windows)	321
Send a Fax Using PC-FAX (Windows)	323
Receive Faxes on Your Computer (Windows)	324
Receive Faxes Using PC-FAX Receive (Windows)	325
Run Brother's PC-FAX Receive on Your Computer (Windows)	326
Set Up Your Computer for PC-FAX Receiving (Windows)	327
Add Your Brother Machine to PC-FAX Receiving (Windows)	328
View Received PC-FAX Messages (Windows)	329
PC-FAX for Mac	331
Send Faxes from Your Application (Mac)	332
PhotoCapture Center	334
Print Photos Directly from Media	335
Compatible Media	336
Important Information about Photo Printing	337
Print Photos from Media on the Brother Machine	338
Preview and Print Photos from Media	339
Print a Photo Index Sheet (Thumbnails) from Media	340
Print Photos by Image Number	341
Print ID Photos	342
Print Photos with Auto Cropping	343
Print Borderless Photos from Media	344
Print the Date from Your Photo's Data	345
Print Settings for Photos	346
Copy Photos from Media to a Computer	347
Before Copying Photos	348
Copy Photos from Media Over a Local Connection	349
Print Photos from ControlCenter4 (Windows)	350
Edit Photos Using ControlCenter4 (Windows)	352
Network	354
Configure Network Details Using the Control Panel	355
Supported Basic Network Features	356
Network Management Software and Utilities	357
Learn about Network Management Software and Utilities	358
Additional Methods of Configuring Your Brother Machine for a Wireless Network	359
Before Configuring Your Brother Machine for a Wireless Network	360
Configure Your Machine for a Wireless Network Using the One Push Method of Wi-Fi Protected Setup™ (WPS)	361
Configure Your Machine for a Wireless Network Using the PIN Method of Wi-Fi Protected Setup™ (WPS)	363
Configure Your Machine for a Wireless Network When the SSID is Not Broadcast	366
Configure Your Machine for an Enterprise Wireless Network	369
Use Wi-Fi Direct®	371
Print or Scan from Your Mobile Device Using Wi-Fi Direct	372
Configure Your Wi-Fi Direct Network	373
Wi-Fi Direct Network Configuration Overview	374
Configure Your Wi-Fi Direct Network Using the One-Push Method	375
Configure Your Wi-Fi Direct Network Using the One-Push Method of Wi-Fi Protected Setup™ (WPS)	377
Configure Your Wi-Fi Direct Network Using the PIN Method	379
Configure Your Wi-Fi Direct Network Using the PIN Method of Wi-Fi Protected Setup™ (WPS)	381
Configure Your Wi-Fi Direct Network Manually	383
Advanced Network Features	384
Print the Network Configuration Report	385
Configure and Operate LDAP Search	386
Change LDAP Configuration Using Web Based Management	387
Perform an LDAP Search Using Your Machine's Control Panel	388
Synchronize Time with the SNTP Server Using Web Based Management	389
Configure Date and Time Using Web Based Management	390
Configure the SNTP Protocol Using Web Based Management	391
Technical Information for Advanced Users	392
Reset the Network Settings to Factory Default	393
Print the WLAN Report	394
Wireless LAN Report Error Codes	395
Security	397
Lock the Machine Settings	398
About Using TX Lock	399
Set the TX Lock Password	400
Change the TX Lock Password	401
Turn TX Lock On/Off	402
Network Security Features	403
Before Using Network Security Features	404
Secure Function Lock 3.0	405
Before Using Secure Function Lock 3.0	406
Configure Secure Function Lock 3.0 Using Web Based Management	407
Scan Using Secure Function Lock 3.0	408
Configure Public Mode for Secure Function Lock 3.0	409
Additional Secure Function Lock 3.0 Features	410
Register an External IC Card Reader	411
Use Active Directory Authentication	412
Introduction to Active Directory Authentication	413
Configure Active Directory Authentication Using Web Based Management	414
Log On to Change the Machine Settings Using the Machine's Control Panel (Active Directory Authentication)	415
Use LDAP Authentication	416
Introduction to LDAP Authentication	417
Configure LDAP Authentication Using Web Based Management	418
Log On to Change the Machine Settings Using the Machine's Control Panel (LDAP Authentication)	419
Manage Your Network Machine Securely Using SSL/TLS	420
Certificates and Web Based Management	421
Supported Security Certificate Features	422
Create and Install a Certificate	423
Step by Step Guide for Creating and Installing a Certificate	424
Create and Install a Self-signed Certificate	425
Create a Self-signed Certificate	426
Install the Self-signed Certificate for Windows users with Administrator Rights	428
Import and Export the Self-signed Certificate on your Brother Machine	430
Import the Self-signed Certificate	431
Export the Self-signed Certificate	432
Create and Install a Certificate from a Certificate Authority (CA)	433
Create a Certificate Signing Request (CSR)	434
Install a Certificate on Your Brother Machine	436
Import and Export the Certificate and Private Key	437
Import a Certificate and Private Key	438
Export the Certificate and Private Key	439
Import and Export a CA Certificate	440
Import a CA Certificate	441
Export a CA Certificate	442
Manage Multiple Certificates	443
Manage Your Network Machine Securely Using IPsec	444
Introduction to IPsec	445
Configure IPsec Using Web Based Management	446
Configure an IPsec Address Template Using Web Based Management	447
Configure an IPsec Template Using Web Based Management	449
IKEv1 Settings for an IPsec Template	450
IKEv2 Settings for an IPsec Template	453
Manual Settings for an IPsec Template	456
Send an Email Securely	459
Configure Email Sending Using Web Based Management	460
Send an Email with User Authentication	461
Send an Email Securely Using SSL/TLS	462
Use IEEE 802.1x Authentication for a Wired or a Wireless Network	463
What Is IEEE 802.1x Authentication?	464
Configure IEEE 802.1x Authentication for a Wired or a Wireless Network Using Web Based Management (Web Browser)	465
IEEE 802.1x Authentication Methods	467
Mobile/Web Connect	468
Brother Web Connect	469
Brother Web Connect Overview	470
Online Services Used with Brother Web Connect	471
Conditions for Using Brother Web Connect	473
Brother Software Installation for Using Brother Web Connect	474
Configure the Proxy Server Settings Using the Machine's Control Panel	475
Configure the Proxy Server Settings Using Web Based Management	476
Set Up Brother Web Connect	477
Brother Web Connect Setup Overview	478
Create an Account for Each Online Service Before Using Brother Web Connect	480
Apply for Brother Web Connect Access	481
Register an Account on Your Brother Machine for Brother Web Connect	483
Set Up Brother Web Connect for Brother CreativeCenter	485
Scan and Upload Documents Using Brother Web Connect	486
Upload a Document from an External Memory Device Using Brother Web Connect	488
Download and Print Documents Using Brother Web Connect	489
Download and Print Using Web Services	490
Download and Print Brother CreativeCenter Templates	491
Download and Save a Document to an External Memory Device Using Brother Web Connect	492
FaxForward to Cloud or E-mail	493
Turn On FaxForward to Cloud or E-mail	494
Turn Off FaxForward to Cloud or E-mail	495
Google Cloud Print	496
Google Cloud Print Overview	497
Before Using Google Cloud Print	498
Network Settings for Using Google Cloud Print	499
Register Your Machine with Google Cloud Print Using Google Chrome™	500
Register Your Machine with Google Cloud Print Using Web Based Management	501
Print from Google Chrome™ or Chrome OS™	502
Print from Google Drive™ for Mobile	503
Print from Gmail™ Webmail Service for Mobile	504
AirPrint	505
AirPrint Overview	506
Before Using AirPrint (macOS)	507
Print Using AirPrint	508
Print from iPad, iPhone, or iPod touch	509
Print Using AirPrint (macOS)	510
Scan Using AirPrint (macOS)	511
Send a Fax Using AirPrint (macOS)	512
Mobile Printing for Windows	513
Mopria® Print Service	514
Brother iPrint&Scan for Mobile Devices	515
Near-Field Communication (NFC)	516
ControlCenter	517
ControlCenter4 (Windows)	518
Change the Operation Mode in ControlCenter4 (Windows)	519
Scan Using ControlCenter4 Home Mode (Windows)	521
Scan Using ControlCenter4 Advanced Mode (Windows)	522
Set Up the Brother Machine Using ControlCenter4 (Windows)	523
Create a Custom Tab Using ControlCenter4 Advanced Mode (Windows)	525
Brother iPrint&Scan for Windows and Mac	527
Brother iPrint&Scan Overview	528
Troubleshooting	529
Error and Maintenance Messages	530
Transfer Your Faxes or Fax Journal Report	544
Transfer Faxes to Another Fax Machine	545
Transfer Faxes to Your Computer	546
Transfer the Fax Journal Report to Another Fax Machine	548
Error Messages When Using the Brother Web Connect Feature	549
Document Jams	551
Document is Jammed in the Top of the ADF Unit	552
Document is Jammed inside the ADF Unit	553
Remove Paper Scraps Jammed in the ADF	554
Printer Jam or Paper Jam	555
Paper is Jammed Inside and in the Front of the Machine (Jam A Inside/Front)	556
Paper is Jammed in the Front of the Machine (Jam B Front)	561
Paper is Jammed in the Back of the Machine (Jam C Rear)	564
If You Are Having Difficulty with Your Machine	567
Paper Handling and Printing Problems	568
Telephone and Fax Problems	574
Set Dial Tone Detection	578
Telephone Line Interference/VoIP	579
Other Problems	580
Network Problems	582
Use the Network Connection Repair Tool (Windows)	583
Where Can I Find My Brother Machine's Network Settings?	584
I Cannot Complete the Wireless Network Setup Configuration	585
My Brother Machine Cannot Print, Scan, or PC-FAX Receive over the Network	587
I Want to Check that My Network Devices are Working Correctly	589
Check Network Devices Using the Ping Command	590
Google Cloud Print Problems	592
AirPrint Problems	593
Check the Machine Information	594
Reset Your Brother Machine	595
Reset Functions Overview	596
Routine Maintenance	597
Replace the Ink Cartridges	598
Clean Your Brother Machine	601
Clean the Scanner	602
Clean the Print Head from Your Brother Machine	604
Clean the Print Head from Your Computer (Windows)	606
Clean the Print Head from Your Computer (Mac)	608
Clean the Machine's LCD	609
Clean the Outside of the Machine	610
Clean the Machine's Printer Platen	611
Clean the Paper Feed Rollers	612
Clean the Base Pad	614
Clean the Paper Pick-up Rollers	615
Check Your Brother Machine	616
Check the Print Quality	617
Check the Print Alignment from Your Brother Machine	620
Check the Ink Volume (Page Gauge)	622
Monitor Machine Status from Your Computer (Windows)	624
Status Monitor Indicators and What They Mean (Windows)	626
Turn Off the Show Status Monitor Feature (Windows)	627
Turn Off the Status Monitor (Windows)	628
Monitor Machine Status from Your Computer (Mac)	629
Correct the Paper Feed to Clear Vertical Lines	631
Change the Print Setting Options to Improve Your Print Results	632
Pack and Ship Your Brother Machine	634
Machine Settings	636
Change Machine Settings from the Control Panel	637
In the Event of Power Failure (Memory Storage)	638
General Settings	639
Adjust the Machine Volume	640
Change for Daylight Saving Time Automatically	641
Set Sleep Mode Countdown	642
Set the Machine to Power Off Automatically	643
Set the Date and Time	644
Set the Time Zone	646
Adjust the LCD Backlight Brightness	647
Change How Long the LCD Backlight Stays On	648
Set Your Station ID	649
Set Tone or Pulse Dialing Mode	651
Prevent Dialing a Wrong Number (Dial Restriction)	652
Reduce Printing Noise	653
Change the Language Displayed on the LCD	654
Change the Keyboard Setting	655
Save Your Favorite Settings as a Shortcut	656
Add Shortcuts	657
Change or Delete Shortcuts	658
Assign a Shortcut to an IC Card	659
Assign a Shortcut to an IC Card with IC Card Reader	660
Print Reports	661
Reports	662
Print a Report	663
Settings and Features Tables	664
Settings Tables (1.8\	665
Features Tables (1.8\	670
Settings Tables (2.7\	673
Features Tables (2.7\	680
Change Machine Settings from Your Computer	688
Change Machine Settings Using Web Based Management	689
What is Web Based Management?	690
Access Web Based Management	691
Set or Change a Login Password for Web Based Management	692
Set Up Your Machine's Address Book Using Web Based Management	693
Change the Machine Settings Using Remote Setup	694
Remote Setup (Windows)	695
Set Up the Brother Machine from Your Computer (Windows)	696
Set Up the Brother Machine Using ControlCenter4 (Windows)	699
Set Up Your Machine's Address Book Using ControlCenter4 (Windows)	701
Remote Setup (Mac)	702
Set Up the Brother Machine with a USB Cable Connection (Mac)	703
Set Up Your Machine's Address Book with a USB Cable Connection (Mac)	705
Appendix	706