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Troubleshooting

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Home > Troubleshooting Troubleshooting Use this section to resolve typical problems you may encounter when using your Brother machine. You can correct most problems yourself. IMPORTANT For technical help, you must call the country where you bought the machine. Calls must be made from within that country. Using non-Brother supplies may affect the print quality, hardware performance, and machine reliability. (MFC-L2690DW/MFC-L2690DWXL/MFC-L2710DW/MFC-L2717DW) To prevent you from losing the received fax data in the machine's memory, transfer the data to another Fax machine or to your computer before turning off the machine. If you need additional help, go to the Brother Solutions Center at support.brother.com. First, check the following: • The machine's power cord is connected correctly and the machine's power is on. See the Quick Setup Guide. • All of the protective materials have been removed. See the Quick Setup Guide. • Paper is loaded correctly in the paper tray. • The interface cables are securely connected to the machine and the computer, or the wireless connection is set up on both the machine and your computer. • Error and maintenance messages If you did not solve the problem with the checks, identify the problem and then see Related Information. Related Information • Error and Maintenance Messages • Error Messages When Using the Brother Web Connect Feature • Document Jams • Paper Jams • Printing Problems • Improve the Print Quality • Telephone and Fax Problems • Network Problems • Google Cloud Print Problems • AirPrint Problems • Other Problems • Transfer Your Faxes or Fax Journal Report • Machine Information 451

Section	Page
Online User's Guide HL-L2390DW/DCP-L2550DW/HL-L2395DW/MFC-L2690DW/MFC-L2690DWXL/MFC-L2710DW/MFC-L2717DW/MFC-L2730DW/MFC-L2750DW/MFC-L2750DWXL	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
Control Panel Overview	14
Control Panel Overview	19
Touchscreen LCD Overview	20
How to Navigate the Touchscreen LCD	23
Settings Screen Overview	25
Access Brother Utilities (Windows)	26
Uninstall the Brother Software and Drivers (Windows)	28
Paper Handling	29
Load Paper	30
Load and Print Using the Paper Tray	31
Load Paper in the Paper Tray	32
Load and Print Paper in the Manual Feed Slot	34
Load and Print Plain Paper, Thin Paper, Recycled Paper and Bond Paper in the Manual Feed Slot	35
Load and Print on Thick Paper and Labels in the Manual Feed Slot	37
Load and Print on Envelopes in the Manual Feed Slot	39
Paper Settings	41
Change the Paper Size and Paper Type	42
Change the Check Paper Size Setting	43
Recommended Print Media	44
Load Documents	45
Load Documents in the Automatic Document Feeder (ADF)	46
Load Documents on the Scanner Glass	47
Unscannable and Unprintable Areas	48
Using Special Paper	49
Print	50
Print from Your Computer (Windows)	51
Print a Document (Windows)	52
Print Settings (Windows)	54
Change the Default Print Settings (Windows)	58
Print a Document Using the BR-Script3 Printer Driver (PostScript® 3™ Language Emulation) (Windows)	59
Monitor the Status of the Machine from Your Computer (Windows)	60
Print from Your Computer (Mac)	61
Print a Document (Mac)	62
Print Options (Mac)	63
Monitor the Status of the Machine from Your Computer (Mac)	68
Cancel a Print Job	69
Test Print	70
Scan	71
Scan Using the Scan Button on Your Brother Machine	72
Scan Photos and Graphics	73
Save Scanned Data to a Folder as a PDF File	76
Scan to an Editable Text File (OCR)	79
Scan to Email Attachment	82
Scan to FTP	85
Set up a Scan to FTP Profile	86
Upload Scanned Data to an FTP Server	89
Scan to Network (Windows)	90
Set up a Scan to Network Profile	91
Set the Date and Time Using Web Based Management	94
Upload Scanned Data to a CIFS Server	95
Web Services for Scanning on Your Network (Windows 7, Windows 8 and Windows 10)	96
Use Web Services to Install Drivers Used for Scanning (Windows 7, Windows 8, and Windows 10)	97
Scan Using Web Services from the Brother Machine (Windows 7, Windows 8 and Windows 10)	98
Configure Scan Settings for Web Services	99
Change Scan Button Settings from ControlCenter4 (Windows)	100
Change Scan Button Settings from Brother iPrint&Scan (Mac)	104
Configure Certificate for Signed PDF	105
Disable Scanning from Your Computer	106
Scan from Your Computer (Windows)	107
Scan Using ControlCenter4 Home Mode (Windows)	108
Scan Using ControlCenter4 Home Mode (Windows)	109
Select Document Type Using ControlCenter4 Home Mode (Windows)	111
Custom Scan Settings (Windows)	112
Change Scan Size Using ControlCenter4 Home Mode (Windows)	114
Crop a Scanned Image Using ControlCenter4 Home Mode (Windows)	115
Print Scanned Data Using ControlCenter4 Home Mode (Windows)	117
Scan to an Application Using ControlCenter4 Home Mode (Windows)	118
Save Scanned Data to a Folder as a PDF File Using ControlCenter4 Home Mode (Windows)	119
Scan Both Sides of a Document Automatically Using ControlCenter4 Home Mode (Windows)	121
Scan Settings for ControlCenter4 Home Mode (Windows)	123
Scan Using ControlCenter4 Advanced Mode (Windows)	125
Scan Photos and Graphics Using ControlCenter4 Advanced Mode (Windows)	126
Save Scanned Data to a Folder as a PDF File Using ControlCenter4 Advanced Mode (Windows)	128
Scan Both Sides of a Document Automatically Using ControlCenter4 Advanced Mode (Windows)	130
Scan Both Sides of an ID Card Using ControlCenter4 Advanced Mode (Windows)	131
Scan to Email Attachment Using ControlCenter4 Advanced Mode (Windows)	133
Scan to an Editable Text File (OCR) Using ControlCenter4 Advanced Mode (Windows)	135
Scan Settings for ControlCenter4 Advanced Mode (Windows)	137
Scan Using Nuance™ PaperPort™ 14SE or Other Windows Applications	141
TWAIN Driver Settings (Windows)	143
Scan Using Windows Fax and Scan	146
WIA Driver Settings (Windows)	147
Scan from Your Computer (Mac)	149
Scan Using Brother iPrint&Scan (Mac)	150
Scan Using TWAIN-Compliant Applications (Mac)	151
TWAIN Driver Settings (Mac)	153
Configure Scan Settings Using Web Based Management	155
Set the Scan File Name Using Web Based Management	156
Copy	157
Copy a Document	158
Enlarge or Reduce Copied Images	160
Make N in 1 Copies Using the Page Layout Feature	162
Sort Copies	164
Copy an ID Card	166
Copy on Both Sides of the Paper (2-sided Copy)	168
Copy Options	170
Fax	173
Send a Fax	174
Send a Fax	175
Send a 2-sided Fax from the ADF	179
Send a Fax Manually	180
Send a Fax at the End of a Conversation	181
Send the Same Fax to More than One Recipient (Broadcasting)	182
Cancel a Broadcast in Progress	184
Send a Fax in Real Time	185
Send a Fax at a Specified Time (Delayed Fax)	186
Add a Cover Page to Your Fax	187
Compose Your Own Comments	189
Cancel a Fax in Progress	190
Check and Cancel a Pending Fax	191
Fax Options	192
Receive a Fax	194
Receive Mode Settings	195
Receive Modes Overview	196
Choose the Correct Receive Mode	197
Set the Number of Rings Before the Machine Answers (Ring Delay)	199
Set the F/T Ring Time (Pseudo/Double-ring)	200
Set Easy Receive	201
Shrink Page Size of an Oversized Incoming Fax	202
Set the 2-sided Printing for Received Faxes	203
Set the Fax Receive Stamp	204
Receive a Fax at the End of a Telephone Conversation	205
Register a Number in the Blocked List	206
Memory Receive Options	207
Forward Incoming Faxes to Another Machine	208
Store Incoming Faxes in the Machine's Memory	209
Change Memory Receive Options	210
Turn Off Memory Receive	212
Print a Fax Stored in the Machine's Memory	213
Use PC-Fax Receive to Transfer Received Faxes to Your Computer (Windows only)	214
Remote Fax Retrieval	216
Set a Remote Access Code	217
Use Your Remote Access Code	218
Remote Retrieval Commands	219
Forward Faxes Remotely	220
Change the Fax Forwarding Number	221
Voice Operations and Fax Numbers	222
Voice Operations	223
Send Tone Signals (For Canada)	224
Pick up a Voice Call in Fax/Tel Receive Mode	225
Special Line Considerations	226
Rollover Telephone Lines	227
Two-Line Telephone System	228
Convert Telephone Wall Outlets	229
Install Your Brother Machine, an External Two-Line TAD and Two-Line Telephone	230
Store Fax Numbers	231
Store Address Book Numbers	232
Store Address Book Numbers from Outgoing Calls	233
Change or Delete Address Book Names or Numbers	234
Dial a Number Using One Touch Dial	235
Store One Touch Dial Numbers	236
Change or Delete One Touch Dial Numbers	237
Dial a Number Using Speed Dial	238
Store Speed Dial Numbers	239
Change or Delete Speed Dial Numbers	240
Set up Groups for Broadcasting	241
Change a Broadcasting Group Name	243
Delete a Broadcasting Group	244
Add or Delete a Broadcasting Group Member	245
Dial Access Codes and Credit Card Numbers	247
Telephone Services and External Devices	249
Voice Mail	250
Distinctive Ring	251
Register the Distinctive Ring Pattern	253
Turn Off Distinctive Ring	255
Caller ID	256
External TAD (Telephone Answering Device)	257
Connect an External TAD	258
Record an Outgoing Message (OGM) on the External TAD	259
External and Extension Telephones	260
Connect an External or Extension Telephone	261
Operation from External and Extension Telephones	262
If You Use a Non-Brother Cordless External Handset	263
Use the Remote Codes	264
Change the Remote Codes	265
Multi-line Connections (PBX)	266
Fax Reports	267
Print a Transmission Verification Report	268
Print a Fax Journal	269
PC-FAX	271
PC-FAX for Windows	272
PC-FAX Overview (Windows)	273
Configure PC-FAX (Windows)	274
Configure your PC-Fax Address Book (Windows)	276
Add a Member to your PC-FAX Address Book (Windows)	277
Create a Group in your PC-FAX Address Book (Windows)	279
Edit Member or Group Information in your PC-FAX Address Book (Windows)	281
Delete a Member or Group in your PC-FAX Address Book (Windows)	282
Export your PC-FAX Address Book (Windows)	283
Import Information to your PC-FAX Address Book (Windows)	285
Send a Fax Using PC-FAX (Windows)	287
Receive Faxes on Your Computer (Windows)	288
Receive Faxes Using PC-FAX Receive (Windows)	289
Run Brother's PC-FAX Receive on Your Computer (Windows)	290
Set Up Your Computer for PC-FAX Receiving (Windows)	291
Add Your Brother Machine to PC-FAX Receiving (Windows)	293
View Received PC-FAX Messages (Windows)	295
PC-FAX for Mac	297
Send Faxes from Your Application (Mac)	298
Network	300
Supported Basic Network Features	301
Network Management Software and Utilities	302
Learn about Network Management Software and Utilities	303
Additional Methods of Configuring Your Brother Machine for a Wireless Network	304
Before Configuring Your Brother Machine for a Wireless Network	305
Configure Your Machine for a Wireless Network	306
Configure Your Machine for a Wireless Network Using the One Push Method of Wi-Fi Protected Setup™ (WPS)	307
Configure Your Machine for a Wireless Network Using the PIN Method of Wi-Fi Protected Setup™ (WPS)	309
Configure Your Machine for a Wireless Network Using the Machine's Control Panel Setup Wizard	313
Configure Your Machine for a Wireless Network When the SSID Is Not Broadcast	316
Use Wi-Fi Direct®	319
Print or Scan from Your Mobile Device Using Wi-Fi Direct	320
Configure Your Wi-Fi Direct Network	321
Wi-Fi Direct Network Configuration Overview	322
Configure Your Wi-Fi Direct Network Using the One-Push Method	323
Configure Your Wi-Fi Direct Network Using the One-Push Method of Wi-Fi Protected Setup™ (WPS)	325
Configure Your Wi-Fi Direct Network Using the PIN Method	327
Configure Your Wi-Fi Direct Network Using the PIN Method of Wi-Fi Protected Setup™ (WPS)	329
Configure Your Wi-Fi Direct Network Manually	331
Advanced Network Features	332
Print the Network Configuration Report	333
Print the WLAN Report	334
Wireless LAN Report Error Codes	335
Synchronize Time with the SNTP Server Using Web Based Management	337
Configure Date and Time Using Web Based Management	338
Configure the SNTP Protocol Using Web Based Management	339
Technical Information for Advanced Users	341
Reset the Network Settings to the Factory Settings	342
Security	343
Lock the Machine Settings	344
Setting Lock Overview	345
Set the Setting Lock Password	346
Change the Setting Lock Password	347
Turn On Setting Lock	348
Network Security Features	349
Before Using Network Security Features	350
Secure Function Lock 3.0	351
Before Using Secure Function Lock 3.0	352
Configure Secure Function Lock 3.0 Using Web Based Management	353
Scan Using Secure Function Lock 3.0	354
Configure Public Mode for Secure Function Lock 3.0	355
Additional Secure Function Lock 3.0 Features	356
Manage Your Network Machine Securely Using SSL/TLS	357
Introduction to SSL/TLS	358
Brief History of SSL/TLS	359
Benefits of Using SSL/TLS	360
Certificates and Web Based Management	361
Supported Security Certificate Features	362
Create and Install a Certificate	363
Step by Step Guide for Creating and Installing a Certificate	364
Create and Install a Self-signed Certificate	365
Create a Self-signed Certificate	366
Install the Self-signed Certificate for Windows users with Administrator Rights	368
Import and Export the Self-signed Certificate on your Brother Machine	372
Import the Self-signed Certificate	373
Export the Self-signed Certificate	374
Create and Install a Certificate from a Certificate Authority (CA)	375
Create a Certificate Signing Request (CSR)	376
Install a Certificate on Your Brother Machine	378
Import and Export the Certificate and Private Key	379
Import a Certificate and Private Key	380
Export the Certificate and Private Key	381
Import and Export a CA Certificate	382
Import a CA Certificate	383
Export a CA Certificate	384
Manage Multiple Certificates	385
Manage Your Network Machine Securely Using Web Based Management	386
Manage Your Network Machine Securely Using BRAdmin Professional (Windows)	388
Print Documents Securely Using SSL/TLS	389
Send an Email Securely	390
Configure Email Sending Using Web Based Management	391
Send an Email with User Authentication	392
Send an Email Securely Using SSL/TLS	393
Mobile/Web Connect	395
Brother Web Connect	396
Brother Web Connect Overview	397
Online Services Used with Brother Web Connect	398
Conditions for Using Brother Web Connect	400
Brother Software Installation for Using Brother Web Connect	401
Configure the Proxy Server Settings Using Your Brother Machine's Control Panel	402
Configure the Proxy Server Settings Using Web Based Management	403
Set Up Brother Web Connect	404
Brother Web Connect Setup Overview	405
Create an Account for Each Online Service Before Using Brother Web Connect	407
Apply for Brother Web Connect Access	408
Register an Account on Your Brother Machine for Brother Web Connect	411
Set Up Brother Web Connect for Brother CreativeCenter	413
Scan and Upload Documents Using Brother Web Connect	414
Download and Print Documents Using Brother Web Connect	415
Download and Print Using Web Services	416
Download and Print Brother CreativeCenter Templates	417
Google Cloud Print	418
Google Cloud Print Overview	419
Before Using Google Cloud Print	420
Network Settings for Using Google Cloud Print	421
Register Your Machine with Google Cloud Print Using Google Chrome™	422
Register Your Machine with Google Cloud Print Using Web Based Management	423
Print from Google Chrome™ or Chrome OS™	424
Print from Google Drive™ for Mobile	425
Print from Gmail™ Webmail Service for Mobile	426
AirPrint	427
AirPrint Overview	428
Before Using AirPrint	429
Network Settings for Using AirPrint	430
Disable and Enable AirPrint Using Web Based Management (Web Browser)	431
Print Using AirPrint	432
Print from iPad, iPhone, or iPod Touch	433
Before Using AirPrint (macOS)	434
Print Using AirPrint (macOS)	435
Scan Using AirPrint	436
Before Scanning Using AirPrint (macOS)	437
Scan Using AirPrint (macOS)	438
Send a Fax Using AirPrint (For MFC Models)	439
Before Sending a Fax Using AirPrint (macOS)	440
Send a Fax Using AirPrint (macOS)	441
Mobile Printing for Windows	442
Mopria® Print Service	443
Brother iPrint&Scan for Mobile Devices	444
Near-Field Communication (NFC)	445
ControlCenter	446
ControlCenter4 (Windows)	447
Change the Operation Mode in ControlCenter4 (Windows)	448
Scan Using ControlCenter4 Home Mode (Windows)	450
Scan Using ControlCenter4 Advanced Mode (Windows)	451
Set Up the Brother Machine Using ControlCenter4 (Windows)	452
Create a Custom Tab Using ControlCenter4 Advanced Mode (Windows)	454
Brother iPrint&Scan for Windows and Mac	456
Brother iPrint&Scan Overview	457
Troubleshooting	458
Error and Maintenance Messages	459
Error Messages When Using the Brother Web Connect Feature	468
Document Jams	470
Document is Jammed in the Top of the ADF Unit	471
Document is Jammed under the Document Cover	472
Remove Small Scraps of Paper Jammed in the ADF	473
Paper Jams	474
Paper is Jammed in the Paper Tray	475
Paper is Jammed in the Output Paper Tray	477
Paper is Jammed in the Back of the Machine	478
Paper is Jammed inside the Machine	480
Paper is Jammed in the 2-sided Tray	482
Printing Problems	484
Improve the Print Quality	487
Telephone and Fax Problems	492
Set Dial Tone Detection	497
Set Telephone Line Compatibility for Interference and VoIP Systems	498
Network Problems	500
Error Messages for Network Problems	501
Where Can I Find My Brother Machine's Network Settings?	503
I Cannot Complete the Wireless Network Setup Configuration	504
Use the Network Connection Repair Tool (Windows)	506
My Brother Machine Cannot Print, Scan, or PC-FAX Receive over the Network	507
I Want to Check that My Network Devices are Working Correctly	509
Google Cloud Print Problems	510
AirPrint Problems	511
Other Problems	512
Transfer Your Faxes or Fax Journal Report	514
Transfer Faxes to Another Fax Machine	515
Transfer Faxes to Your Computer	516
Transfer the Fax Journal Report to Another Fax Machine	518
Machine Information	519
Check the Serial Number	520
Check the Firmware Version	521
Reset Functions Overview	522
Reset Your Brother Machine	524
Routine Maintenance	526
Replace Supplies	527
Replace the Toner Cartridge	529
Replace the Drum Unit	532
Reset the Drum Counter	534
Clean the Machine	535
Clean the Scanner	537
Clean the Touchscreen LCD	538
Clean the Corona Wire	539
Clean the Drum Unit Using Drum Dot Print	540
Clean the Paper Pick-up Rollers	546
Check the Remaining Part Life	547
Pack and Ship Your Brother Machine	548
Machine Settings	550
Change Machine Settings from the Control Panel	551
In the Event of Power Failure (Memory Storage)	552
General Settings	553
Change the Default Mode	554
Set the Mode Timer	555
Adjust the Machine's Volume	556
Change for Daylight Saving Time Automatically	557
Set Sleep Mode Countdown	558
About Deep Sleep Mode	559
Set Auto Power Off Mode	560
Set the Date and Time	561
Set the Time Zone	563
Adjust the LCD Backlight Brightness	564
Change How Long the LCD Backlight Stays On	565
Set Your Station ID	566
Set Tone or Pulse Dialing Mode (For Canada)	568
Reduce Toner Consumption	569
Set the Continue Mode	570
Learn About Receiving Faxes in Continue Mode	571
Add a Prefix to Every Fax Number	572
Prevent Dialing a Wrong Number (Dial Restriction)	574
Reduce Printing Noise	576
Change the Language on the LCD	577
Save Your Favorite Settings as a Shortcut	578
Add Shortcuts	579
Change or Delete Shortcuts	580
Print Reports	581
Reports	582
Print a Report	583
Settings and Features Tables	584
Settings Tables (2 Line LCD MFC models)	585
Settings Tables (2 Line LCD DCP models)	591
Settings Tables (2.7\	597
Settings Tables (2.7\	604
Features Tables (2.7\	609
Features Tables (2.7\	615
Change Machine Settings from Your Computer	618
Change Machine Settings Using Web Based Management	619
What is Web Based Management?	620
Access Web Based Management	621
Set a Login Password for Web Based Management	622
Set Up Your Machine's Address Book Using Web Based Management	623
Change the Machine Settings Using Remote Setup	624
Remote Setup (Windows)	625
Set Up the Brother Machine from Your Computer (Windows)	626
Set Up the Brother Machine Using ControlCenter4 (Windows)	628
Set Up Your Machine's Address Book Using ControlCenter4 (Windows)	630
Remote Setup (Mac)	631
Set Up the Brother Machine with a USB Cable Connection (Mac)	632
Set Up Your Machine's Address Book with a USB Cable Connection (Mac)	634
Appendix	635
Specifications	636
How to Enter Text on Your Brother Machine	644
Supplies	647