Brother Mfc 5490cn User Manual

							
Troubleshooting and Routine Maintenance107
B
Poor print quality Check the print quality. (See  Checking the print quality on page 127.) 
Make sure that the Printer Driver or Paper Type setting in the menu matches the 
type of paper you are using. (See Printing in the Software Users Guide on the 
CD-ROM and  Paper Type on page 21.) 
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.
Make sure you are using Brother Original ink cartridges.
Try using the recommended types of paper. (See  Acceptable paper and other print 
media  on page 13.) 
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 on page 126.)
Make sure you are using Brother Original ink cartridges.
Try using the recommended types of paper. (See  Acceptable paper and other print 
media  on page 13.) 
The machine prints blank pages. Clean the print head. (See  Cleaning the print head on page 126.)
Make sure you are using Brother Original ink cartridges.
Characters and lines are stacked. Check the printing alignment. (See  Checking the print alignment on page 128.)
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 and other print media  on page 8.)
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 
print media  on page 13.) 
Make sure the paper is not curled when you print on the back side of the paper 
with the  Print Odd Pages  and Print Even Pages  settings.
Printing appears dirty or ink seems 
to run. Make sure you are using the proper types of paper. (See 
Acceptable paper and 
other print media  on page 13.) Dont handle the paper until the ink is dry.
Make sure you are using Brother Original ink cartridges.
If you are using photo paper, make sure that you have set the correct paper type. 
If you are printing a photo from your PC, set the  Media Type in the Basic tab of 
the printer driver.
Stains appear on the reverse side 
or at the bottom of the page. Make sure the printer platen is not dirty with ink. (See 
Cleaning the machine printer 
platen  on page 125.)
Make sure you are using Brother Original ink cartridges.
Make sure you are using the paper support flap. (See  Loading paper and other 
print media  on page 8.)
The machine prints dense lines on 
the page. Check 
Reverse Order  in the Basic tab of the printer driver.
The printouts are wrinkled. In the printer driver  Advanced tab, click Color Settings , and uncheck 
Bi-Directional Printing 
for Windows® or  Bi-Directional Printing  for Macintosh®.
Make sure you are using Brother Original ink cartridges.
Printing (continued)
DifficultySuggestions
 
						

							
108
Cannot perform ‘Page Layout’ 
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 Advanced  tab. Also, click  Color Settings, 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 
Users Guide on the CD-ROM.)
Photo paper does not feed 
properly. When you print on Brother photo paper, load the instruction sheet included with 
the photo paper in the paper tray first, and then put the photo paper on top of the 
instruction sheet.
Clean the paper pick-up roller. (See 
Cleaning the paper pick-up roller 
on page 126.)
Machine  feeds  multiple  pages Make sure the paper is loaded properly in the paper tray. (See  Loading paper and 
other print media  on page 8.)
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 and other 
print media  on page 8.)
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 Users Guide on the CD-ROM.)
Printing Received Faxes
DifficultySuggestions
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 senders 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 & 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 
on page 121.)
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  on page 39.)
Telephone Line or Connections
DifficultySuggestions
Dialing does not work. (No dial 
tone) Check that the machine is plugged in and switched on.
Check all line cord connections. Make sure the telephone line cord is plugged into 
the telephone wall jack and the LINE jack of the machine.
Change  Tone/Pulse setting. (See 
Quick Setup Guide.)
Send a fax manually and wait to hear the fax receiving tones before you press 
Black Start  or Color Start . (See Sending a fax manually  on page 34.)
Printing (continued)
DifficultySuggestions
 
						

							
Troubleshooting and Routine Maintenance109
B
The machine does not answer 
when called.Make sure the machine is in the correct receiving mode for your setup. (See 
Receive modes
 on page 35.) Check for a dial tone. If possible, call your machine 
to hear it answer. If there is still no answer, check that the telephone cord is 
plugged into the telephone wall jack and the LINE jack of the machine. If there is 
no ringing when you call your machine, ask your telephone company to check the 
line.
Receiving Faxes
DifficultySuggestions
Cannot  receive a  fax Check all line cord connections. Make sure the telephone line cord is plugged into  the telephone wall jack and the LINE jack of the machine.
Make sure the machine is in the correct receiving mode for your setup. (See 
Receive modes on page 35.) 
If you often have interference on the telephone line, try changing the menu setting 
of Compatibility to  Basic(for VoIP) . (See Telephone line interference  
on page 112.)
Sending Faxes
DifficultySuggestions
Cannot  send  a  fax Check all line cord connections. Make sure the telephone line cord is plugged into  the telephone wall jack and the LINE jack of the machine.
Make sure that the Fax   key is illuminated. (See  Entering Fax mode 
on page 28.)
Ask the other party to check that the receiving machine has paper.
Print the Transmission Verification Report and check for an error. (See  Reports 
on page 63.)
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. To gain extra memory, 
you can turn off Fax Storage (see 
Turning off Remote Fax Options on page 58), 
print fax messages in memory (see  Printing a fax from the memory on page 39) or 
cancel a Delayed Fax or Polling Job (see  Checking and canceling waiting jobs 
on page 33). If the problem continues, ask the telephone company to check your 
telephone line.
If you often get transmission errors due to possible interference on the telephone 
line, try changing the menu setting of Compatibility to  Basic(for VoIP). (See 
Telephone line interference  on page 112.)
Poor fax send quality. Try changing your resolution to  Fine or S.Fine . Make a copy to check your 
machines scanner operation. If the copy quality is not good, clean the scanner. 
(See  Cleaning the scanner  on page 125.)
Vertical black lines when  sending. If the copy you made shows the same problem, clean the scanner. (See  Cleaning 
the scanner  on page 125.)
Telephone Line or Connections (continued)
DifficultySuggestions
 
						

							
110
Handling Incoming Calls
DifficultySuggestions
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 Off. ( See  Easy 
Receive  on page 38.)
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 extension telephone, press your Fax Receive Code (default 
setting is  l51). If you answer on an external telephone (connected to the EXT 
jack), press  Start to receive the fax. 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 any  other custom feature on a single telephone 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 
it signal comes through the line while your machine is sending or receiving a fax, 
the signal can temporarily interrupt or disrupt the faxes. Brothers 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 telephone line with no custom features is 
recommended.
Menu Setting Difficulties
DifficultySuggestions
The machine beeps when you try to 
access the Setup Send or Setup 
Receive menu. If the Fax   key is not illuminated, press it to turn on Fax mode. The Setup 
Send or Setup Receive setting is available only when the machine is in Fax mode.
Copying Difficulties
DifficultySuggestions
Cannot make a copy Make sure that the Copy   key is illuminated. (See  Entering Copy mode 
on page 68.)
Vertical streaks appear in copies If you see vertical streaks on copies, clean the scanner. (See  Cleaning the 
scanner  on page 125.)
Poor copy results when using the 
ADF Try using the scanner glass. (See 
Using the scanner glass on page 18.)
Vertical black line appears in 
copies Vertical black lines or streaks on copies are typically caused by dirt or correction 
fluid on the glass strip. Clean the glass strip and scanner glass and the white bar 
and white plastic above them. (See 
Cleaning the scanner on page 125.)
Fit to Page does not work properly. Make sure that the document is not skewed on the scanner glass.
Scanning Difficulties
DifficultySuggestions
TWAIN/WIA errors appear when 
starting to scan. Make sure the Brother TWAIN/WIA driver is chosen as the primary source. In 
PaperPort™ 11SE with OCR, click 
File, Scan or Get Photo  and click Select to 
choose the Brother TWAIN/WIA driver.
 
						

							
Troubleshooting and Routine Maintenance111
B
OCR does not work. Try increasing the scanner resolution.
Poor scanning results when using 
the ADF.Try using the scanner glass. (See 
Using the scanner glass on page 18.)
Software Difficulties
DifficultySuggestions
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.
Cannot print images from 
FaceFilter Studio.  To use FaceFilter Studio, you must install the FaceFilter Studio application from 
the CD-ROM supplied with your machine. To install FaceFilter Studio see the 
Quick Setup Guide
.
Also, before you start FaceFilter Studio for the first time, you must make sure your 
Brother machine is turned on and connected to your computer. This will allow you 
to access all the functions of FaceFilter Studio.
PhotoCapture Center® Difficulties
DifficultySuggestions
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 using one of the following methods.
„ Install MFL-Pro Suite from the CD-ROM. (See the  Quick Setup 
Guide .)
„ Download the latest service pack from the Microsoft Web site.
3) Wait about 1 minute after you restart the PC, and then connect the USB  cable.
2 Take out the memory card or USB Flash memory drive and put it back in  again.
3 If you have tried ‘Eject’ from within Windows
®, take out the memory card or 
USB Flash memory drive before you continue.
4 If an error message appears when you try to eject the memory card or USB  Flash memory drive, 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 that you have correctly inserted the memory card or USB Flash 
memory drive. 
Part of my photo is missing when 
printed. Make sure that Borderless printing and Cropping are turned off. (See 
Borderless 
printing  on page 84 and  Cropping on page 83.)
Scanning Difficulties (continued)
DifficultySuggestions
 
						

							
112
Dial Tone B
Setting the dial tone to Detection will shorten 
the dial detect pause.
aPress Menu, 0, 5.
bPress  aor b to choose  Detection  or 
No Detection .
Press  OK.
cPress  Stop/Exit .
Telephone line interferenceB
If you are having problems sending or 
receiving a fax due to possible interference 
on the telephone line, we recommend that 
you adjust the Equalization for compatibility 
to reduce the modem speed for fax 
operations.
aPress Menu, 2, 0, 2.
bPress  aor b to choose  High, Normal  or 
Basic(for VoIP) .
„ Basic(for VoIP)  reduces the 
modem speed to 9600 bps. Unless 
interference is a recurring problem 
on your telephone line, you may 
prefer to use it only when needed.
„ Normal  sets the modem speed at 
14400 bps.
„ High  increases the modem speed to 
33600 bps. (default)
Press  OK.
cPress  Stop/Exit .
Note
When you change the compatibility to 
Basic(for VoIP) , the ECM feature is 
only available for color fax sending.
 
Network Difficulties
DifficultySuggestions
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 on page 63.) 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 for more 
information.) 
The network scanning feature does 
not work. (For Windows
® users only) Firewall settings 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.
For Windows
® XP SP2 and Windows Vista® users, see  Firewall settings  in the 
Software User’s Guide on the CD-ROM.
For Windows
® XP SP1 user’s, please visit the Brother Solutions Center. 
(http://solutions.brother.com)
The network PC-Fax Receive 
feature does not work.
Your computer cannot find your 
machine.

Firewall settings on you PC may be rejecting the necessary network connection. 
For details, see the instruction above.

Re-select your machine in the Device Selector application located in Macintosh 
HD/Library/Printers/Brother/Utilities/DeviceSelector or from the model list in 
ControlCenter2.
 
						

							
Troubleshooting and Routine Maintenance113
B
Error and maintenance messagesB
As with any sophisticated office product, errors may occur. If this happens, your machine identifies 
the error and shows an error message. The most common error and maintenance messages are 
shown below.
You can correct most errors and routine maintenance messages by yourself. If you need more 
help, the Brother Solutions Center offers the latest FAQs and troubleshooting tips.
Visit us at http://solutions.brother.com
.
Error MessageCauseAction
B&W Print OnlyOne or more of the color ink 
cartridges are empty.
While this message appears on the 
LCD, each operation works in the 
following way:„ Printing 
If you click  Grayscale in the 
Advanced  tab of the printer 
driver you can use the machine 
as a black & white printer for 
approximately four weeks 
depending on the number of 
pages you print.
„ Copying 
If the paper type is set to 
Plain Paper  or 
Inkjet Paper  you can make 
copies in black & white.
„ Faxing 
If the paper type is set to 
Plain Paper , 
Inkjet Paper  or 
Transparency  the machine 
will receive and print faxes in 
black & white.
If a sending machine has a 
color fax, the machine’s 
‘handshake’ will ask that the fax 
be sent as black & white.
If the paper type is set to 
Other Glossy  or 
Brother BP71 , the machine will 
stop all print operations. If you 
unplug the machine, or take out the 
empty ink cartridge, you cannot use 
the machine until you change to a 
new ink cartridge. Replace the empty ink cartridge. (See 
Replacing 
the ink cartridges  on page 121.)
 
						

							
114
Cannot DetectYou installed a new ink too quickly 
and the machine did not detect it. Take out the new ink cartridge and re-install it 
slowly until it clicks.
If you are not using genuine Brother 
Innobella™ ink the machine may 
not detect the ink cartridge. Use a new Genuine Brother Innobella™ ink 
cartridge. If the error message is not cleared, call 
Brother Customer Service.
An ink cartridge is not installed 
properly. Take out the new ink cartridge and re-install it 
slowly until it clicks.
Cannot Print
Replace XX Ink
One or more of the ink cartridges 
are empty. The machine will stop all 
print operations. While memory is 
available, black & white faxes will 
be stored in the memory. If a 
sending machine has a color fax, 
the machines ‘handshake’ will ask 
that the fax be sent as black & 
white. If the sending machine has 
the ability to convert it, the color fax 
will be stored in the memory as a 
black & white fax. Replace the empty ink cartridges. (See 
Replacing the ink cartridges
 on page 121.)
Clean Unable
XX The machine has a mechanical 
problem.
—
OR —
A foreign object such as a clip or 
ripped paper is in the machine. Open the scanner cover and look inside the 
machine for foreign objects and paper scraps. If 
the error message continues, see 
Transferring 
your faxes or Fax Journal report  on page 117 
before disconnecting the machine so you will not 
lose any important messages.
Then, disconnect the machine from the power 
for several minutes, then reconnect it.
Close Ink CoverThe ink cartridge cover is not 
completely closed. Firmly close the ink cartridge cover until it clicks.
Comm.Error Poor telephone line quality caused 
a communication error. Send the fax again or connect the machine to 
another telephone line. If the problem continues, 
call the telephone company and ask them to 
check your telephone line.
Cover is Open The scanner cover is not closed 
completely. Lift the scanner cover and then close it again.
Data RemainingPrint data is left in the machines 
memory. Press 
Stop/Exit . The machine will cancel the job 
and clear it from the memory. Try to print again.
Disconnected The other person or other persons 
fax machine stopped the call. Try to send or receive again.
Document Jam
The document was not inserted or 
fed properly, or the document 
scanned from the ADF was too long.See  Using the ADF  on page 17.
See  Document jam  on page 118.
DR Mode in UseThe machine is set to Distinctive 
Ring mode. You cannot change the 
Receive Mode from Manual to 
another mode. Set Distinctive Ring to off. (See 
Turning off 
Distinctive Ring  on page 43.)
Error MessageCauseAction
 
						

							
Troubleshooting and Routine Maintenance115
B
High TemperatureThe print head is too warm. Allow the machine to cool down.
Hub is Unusable.A Hub or USB Flash memory drive 
with Hub has been connected to the 
USB direct interface.A Hub or USB Flash memory drive with Hub are 
not supported. Unplug the device from the USB 
direct interface.
Init Unable XXThe machine has a mechanical 
problem.
—
OR —
A foreign object such as a clip or 
ripped paper is in the machine. Open the scanner cover and look inside the 
machine for foreign objects and paper scraps. If 
the error message continues, see 
Transferring 
your faxes or Fax Journal report  on page 117 
before disconnecting the machine so you will not 
lose any important messages.
Then, disconnect the machine from the power 
for several minutes, then reconnect it.
Ink Low Black
Ink Low Yellow
Ink Low Cyan
Ink Low Magenta
One or more ink cartridges are 
running out of ink. If a sending 
machine has a color fax, your 
machine’s ‘handshake’ will ask that 
the fax is sent as black & white. If 
the sending machine has the ability 
to convert it, the color fax will be 
printed at your machine as a black 
& white fax. Order a new ink cartridge. You can continue 
printing until the LCD shows 
Cannot Print. 
(See  Ordering accessories and supplies  
on page ii and  Replacing the ink cartridges  
on page 121.) 
Low TemperatureThe print head is too cold. Allow the machine to warm up.
Media Error The memory card is either 
corrupted, improperly formatted, or 
there is a problem with the memory 
card. Put the card firmly into the slot again to make 
sure it is in the correct position. If the error 
remains, check the media drive (slot) of the 
machine by putting in another memory card that 
you know is working.
Media is Full.The memory card or USB flash 
memory drive you are using already 
contains 999 files.
Your machine can only save to your memory 
card or USB flash memory drive if it contains less 
than 999 files. Try deleting unused files to free 
some space and try again.
No Caller ID   There is no incoming call history. 
You did not receive calls or you 
have not subscribed to the Caller ID 
service from your telephone 
company. If you want to use the Caller ID feature call your 
telephone company. (See 
Caller ID on page 44.) 
No Cartridge An ink cartridge is not installed 
properly. Take out the new ink cartridge and re-install it 
slowly until it clicks. (See 
Replacing the ink 
cartridges  on page 121.)
No File The memory card or USB Flash 
memory drive in the media drive 
does not contain a .JPG file. Put the correct memory card or USB Flash 
memory drive into the slot again.
Error MessageCauseAction
 
						

							
116
No Paper FedThe machine is out of paper or 
paper is not properly loaded in the 
paper tray. Do one of the following:
„ Refill the paper in the paper tray, and then 
press  Black Start  or Color Start .
„ Remove the paper and load it again and then 
press  Black Start  or Color Start  (See 
Loading paper and other print media  
on page 8.)
The Jam Clear Cover is not closed 
properly. Check that the Jam Clear Cover is closed evenly 
at both ends. (See 
Printer jam or paper jam  
on page 119.)
The paper is jammed in the 
machine. See 
Printer jam or paper jam  on page 119.
No Response/BusyThe number you dialed does not 
answer or is busy. Verify the number and try again.
Not RegisteredYou tried to access a Speed Dial 
number that is not programmed.Set up the Speed Dial number. (See 
Storing 
Speed Dial numbers  on page 52.)
Out of Memory The machines memory is full. Fax sending or copy operation in progress
Press Stop/Exit  and wait until the other 
operations in progress finish and then try again.
The memory card or USB Flash 
memory drive you are using does 
not have enough free space to scan 
the documents. Delete unused files from your memory card or 
USB Flash memory drive to make some free 
space and then try again.
Paper Jam Paper is jammed in the machine. Remove the jammed paper by following the 
steps in Printer jam or paper jam  on page 119.
See  Printer jam or paper jam  on page 119. Make 
sure the paper length guide is set to the paper 
size.
Print Unable
XX The machine has a mechanical 
problem.
—
OR —
A foreign object such as a clip or 
ripped paper is in the machine. Open the scanner cover and look inside the 
machine for foreign objects and paper scraps. If 
the error message continues, see 
Transferring 
your faxes or Fax Journal report  on page 117 
before disconnecting the machine so you will not 
lose any important messages.
Then, disconnect the machine from the power 
for several minutes, then reconnect it.
Scan Unable XXThe machine has a mechanical 
problem.
— OR —
A foreign object such as a clip or 
ripped paper is in the machine. Open the scanner cover and look inside the 
machine for foreign objects and paper scraps. If 
the error message continues, see 
Transferring 
your faxes or Fax Journal report  on page 117 
before disconnecting the machine so you will not 
lose any important messages.
Then, disconnect the machine from the power 
for several minutes, then reconnect it.
Error MessageCauseAction