Brother Printer Troubleshooting

There are several reasons field employees might be having issues printing. This guide will cover all of the items that they are able to complete themselves to resolve issues printing.

Instructions:

1. First, check what Wi-Fi network you're connected to. If your device connected to the EMW-WIFI or ONRRehab network, proceed to checking your printer connection.
   1. If you are not connected to one of those two networks, please connect to the EMW-WIFI or ONRRehab network at your location. You must be connected to one of those two networks to connect to your printer.
   2. If you do not see one of those networks, or cannot connect to it - please follow the available knowledge guide for troubleshooting your onsite network: https://empowermehelp.zendesk.com/hc/en-us/articles/50237959878427-Resolving-WIFI-Connection-Issues
      1. If you do not have an EmpowerMe network at your location, discuss requesting one with your CD or ADO.
   3. Once you have connected to EMW-WIFI or ONRRehab, check to see if you are able to print. If you are still not able to print, proceed to the next step.
2. Next, we're going to make sure the printer is connected to the network.
   1. Confirm that the printer is cabled to your network equipment:
      1. Please make sure there is an Ethernet Cable connecting port (hole) 3 toward the right side of the rear of your printer to a LAN port (hole) on either your GrandStream, Peplink, or Ruckus. See diagram below for location of Port 3 on the typical Brother printer.
         
   2. Make sure the printer network connection is enabled:
      1. On your printer itself, select the menu button. It might look like a wrench, screwdriver, or the word menu/settings.
      2. Select Network Settings
      3. Select Wired LAN Settings
      4. Locate Wired Enable
      5. Set Wired enable to ON
      6. Under Wired LAN Settings, select "Set to Default" and hit Okay
3. Once you have confirmed that the printer is connected to the network, check to see if you are able to print.
   1. Open the Brother iPrint&Scan app on your device ( or ) 
      1. For Laptops, hit the Add Machine button at the bottom right and select your printer. 
      2. For iPads, hit the "No Device Selected" button in the bottom right corner. Then hit "Machines connected to your network" and select your printer.
   2. If no devices are found, reach out to [e-mail] or [phone] for support.
       

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If the printer is connected/printing but the quality is poor, or there is another physical issue with printing please reference the manufacturer's support page to see if there is a support article outlined that you can use. Most often the printer drum might need cleaning if print quality is poor.

MFC-2750DW - https://www.brother-usa.com/support/mfcl2750dw#videos-psp 

MFC-2710DW - https://www.brother-usa.com/support/mfcl2710dw#videos-psp 

MFC-5700DW - https://www.brother-usa.com/support/mfcl5700dw#videos-psp 

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If you're still having issues please restart your laptop and submit a ticket to the IT team via email: [e-mail] with the following questions answered:

• What's your printer's model number? (should be near the printer's touchscreen)
• What network is your printer connected to? Is it connected via Ethernet cable to a router?
• Do you usually print wirelessly?
• What's your laptop's asset tag? (sticker with some numbers on/under your laptop)
• When would you be free for us to remote in and take a look? Please include your timezone