Brother Mfc 6490cw User Manual

							
Troubleshooting and Routine Maintenance149
B
Handling Incoming Calls
DifficultySuggestions
The machine ‘Hears’ a voice as a 
CNG Tone.
If Fax Detect is set to on, your mach ine 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 Fax Detect to off. (See 
Fax Detect on page 52.)
Sending a fax call to the machine. If you answered on an external or extension telephone, press your Remote  Activation Code (the factory setting is  l 5 1  (l 9  1  for New Zealand)). When your 
machine answers, hang up.
Custom features on a single line. If you have Call Waiting, Call Waiting/Caller ID, an alarm system or 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 
its 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 (Error 
Correction Mode) 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.
Copying Difficulties
DifficultySuggestions
Cannot make a copy. Make sure that the Copy   key is illuminated. (See  Entering Copy mode 
on page 92.)
Poor copy results when using the 
ADF. Try using the scanner glass. (See 
Using the scanner glass on page 23.)
Vertical black lines or streaks 
appear 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. (See 
Cleaning the scanner glass 
on page 170.)
Fit to Page does not work properly.
Make sure your source document is not  skewed. Reposition the document and try again.
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.
(Hong Kong users only)
Make sure the Brother TWAIN/WIA driver is chosen as the primary source. In 
Presto!
® PageManager® with OCR, click  File, Select Source  and choose the 
Brother TWAIN/WIA driver.
Poor scanning results when using 
the ADF. Try using the scanner glass. (See 
Using the scanner glass on page 23.)
OCR does not work. Try increasing the scanner resolution.
 
						

							
150
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 
correctly. 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 117, and  Cropping on page 117.)
 
						

							
Troubleshooting and Routine Maintenance151
B
Network Difficulties
DifficultySuggestions
Cannot  print  over  the Network. Make sure that your machine is powered on, is online and in Ready mode. Print a  Network Configuration list (see Reports on page 86.) 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 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 users, 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 detail, 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.
 
						

							
152
Dial Tone detectionB
When you send a fax automatically, by 
default your machine will wait for a fixed 
amount of time before it starts to dial the 
number. By changing the Dial Tone setting to 
Detection you can make your machine dial 
as soon as it detects a dial tone. This setting 
can save a small amount of time when 
sending a fax to many different numbers. If 
you change the setting and start having 
problems with dialling you should change 
back to the factory  No Detection setting.
aPress Menu.
bPress  aor b to choose 
Initial Setup .
Press  OK.
cPress  aor b to choose  Dial Tone .
dPress dor c to choose  Detection  or 
No Detection .
Press  OK.
ePress  Stop/Exit .
Telephone line interferenceB
If you are having problems sending or 
receiving a fax due to possible interference 
on the telephone line, you can change the 
compatibility setting, which reduces the 
modem speed to minimise errors.
aPress Menu.
bPress  aor b to choose  Fax.
Press  OK.
cPress aorb to choose 
Miscellaneous.
Press  OK.
dPress aorb to choose 
Compatibility.
ePress  dor c to choose  High, Normal  or 
Basic(for VoIP) .
„ Basic(for VoIP)  cuts 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. (factory setting)
Press  OK.
fPress  Stop/Exit .
Note
When you change the compatibility to 
Basic(for VoIP) , the ECM feature is 
only available for colour fax sending.
 
 
						

							
Troubleshooting and Routine Maintenance153
B
Error and Maintenance messagesB
As with any sophisticated office product, errors may occur and consumable items may need to be 
replaced. 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 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 Only One or more of the colour ink 
cartridges is empty.
While this message appears on 
the LCD, each operation works in 
the following way:
„ Printing
If you click  Greyscale in the 
Advanced tab of the printer 
driver you can use the 
machine as a monochrome 
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 monochrome.
„ Faxing
If the paper type is set to 
Plain Paper  or 
Inkjet Paper    the machine 
will receive and print the faxes 
in monochrome.
If a sending machine has a 
colour fax, the machine’s 
‘handshake’ will ask that the 
fax be sent as monochrome. 
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 cartridges. (See 
Replacing the ink cartridges
 on page 166.)
 
						

							
154
Cannot DetectYou installed a new ink cartridge 
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 using non Brother 
Original ink the machine may not 
detect the ink cartridge. Replace the cartridge with a Brother 
Original ink cartridge. If the error message 
remains, contact your Brother dealer.
An ink cartridge is not installed 
correctly. Take out the new ink cartridge and 
re-install it slowly until it clicks. (See 
Replacing the ink cartridges
 on page 166.)
Cannot Print One or more of the ink cartridges 
are empty. The machine will stop 
all print operations. While memory 
is available, black and white faxes 
will be stored in the memory. If a 
sending machine has a colour fax, 
the machines 
‘handshake’ will 
ask that the fax be sent as 
monochrome. Replace the empty ink cartridges. (See 
Replacing the ink cartridges
 on page 166.)
Comm.Error Poor telephone line quality 
caused a communication error.  If the problem continues, call the 
telephone company and ask them to check 
your telephone line.
Connection Fail You tried to poll a fax machine 
that is not in Polled Waiting mode. Check the other fax machines polling 
setup.
Cover is Open The scanner cover is not closed 
completely. Lift the scanner cover and then close it 
again.
The ink cartridge cover is not 
completely closed. Firmly close the ink cartridge cover until it 
clicks.
Data Remaining Print 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 correctly, or the document 
scanned from the ADF was too 
long. See 
Using the ADF  on page 22.
See  Document jam  on page 160.
High Temperature The 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.
Image Too Long. The proportions of your photo are 
irregular so effects could not be 
added. Choose a regularly proportioned image.
Image Too Small. The size of your photo is too small 
to trim. Choose a larger image.
Error MessageCauseAction
 
						

							
Troubleshooting and Routine Maintenance155
B
Ink lowOne or more of the ink cartridges 
are running out of ink. If a sending 
machine has a colour fax to send, 
your machine’s ‘handshake’ will 
ask that the fax be sent as black 
and white. If the sending machine 
has the ability to convert it, the 
colour fax will be printed at your 
machine as a black and white fax. Order a new ink cartridge. You can 
continue printing until the LCD shows 
Cannot Print
. (See Replacing the ink 
cartridges  on page 166.)
Low Temperature The print head is too cold. Allow the machine to warm up.
Media Error The memory card is either 
corrupted, incorrectly 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 67.) (See  Caller ID on page 69.) 
(See  Caller ID (For Singapore and Hong 
Kong)  on page 71.)
No Cartridge An ink cartridge is not installed 
correctly. Take out the new ink cartridge and 
re-install it slowly until it clicks. (See 
Replacing the ink cartridges
 on page 166.)
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
 
						

							
156
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  Mono Start  or 
Colour Start .
„ Remove the paper and load it again 
and then press  Mono Start or 
Colour Start .
The paper is jammed in the 
machine. Remove the jammed paper by following 
the steps in 
Printer jam or paper jam 
(MFC-5890CN only)  on page 161 or 
Printer jam or paper jam (MFC-6490CW 
only)  on page 163.
The jam clear cover 
(MFC-5890CN) or the outer rear 
cover or inner rear cover 
(MFC-6490CW) may not be 
closed properly. (MFC-5890CN) 
Open the jam clear cover and then close it. 
Make sure the jam clear cover is closed 
properly. 
(MFC-6490CW) 
Open the outer rear cover and inner rear 
cover. Then close the inner rear cover and 
outer rear cover. Make sure they are 
closed properly. 
No Response/Busy The number you dialled does not 
answer or is busy. Verify the number and try again.
Not Registered You tried to access a One Touch 
or Speed Dial number that is not 
programmed. Set up the One Touch or Speed Dial 
number. (See 
Storing Speed Dial numbers  
on page 79.)
Out of Memory The machines memory is full. Fax sending or copy operation in 
progress
Do one of the following:
„ Press  Stop/Exit  and wait until the other 
operations in progress finish and then 
try again.
„ Clear the data in the memory. To gain 
extra memory, you can turn off Memory 
Receive. (See  Memory Receive 
(Monochrome only)  on page 54.)
„ Print the faxes that are in the memory. 
(See  Printing a fax from the memory  
on page 54.)
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.
Error MessageCauseAction
 
						

							
Troubleshooting and Routine Maintenance157
B
Paper JamPaper is jammed in the machine. (MFC-6490CW)
Open the Outer Rear Cover and Inner 
Rear Cover (at the back of the machine) 
and remove the jammed paper. (See 
Printer jam or paper jam (MFC-6490CW 
only) on page 163.)
(MFC-5890CN)
Open the Jam Clear Cover (at the back of 
the machine) and remove the jammed 
paper. (See  Printer jam or paper jam 
(MFC-5890CN only)  on page 161.)
Make sure the paper length guide is 
adjusted  to the correct paper size. Do not 
extend the paper tray when you load A5 or 
smaller size paper.
Unable to Clean  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 remove any 
foreign objects inside the machine. If the 
error message continues, disconnect the 
machine from the power for several 
minutes, then reconnect it. (The machine 
can be turned off for approximately 
24 hours without losing faxes stored in the 
memory. See 
Transferring your faxes or 
Fax Journal report  on page 159.)
Unable to Init. 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 remove any 
foreign objects inside the machine. If the 
error message continues, disconnect the 
machine from the power for several 
minutes, then reconnect it. (The machine 
can be turned off for approximately 
24 hours without losing faxes stored in the 
memory. See 
Transferring your faxes or 
Fax Journal report  on page 159.)
Unable to Print 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 remove any 
foreign objects inside the machine. If the 
error message continues, disconnect the 
machine from the power for several 
minutes, then reconnect it. (The machine 
can be turned off for approximately 
24 hours without losing faxes stored in the 
memory. See 
Transferring your faxes or 
Fax Journal report  on page 159.)
Error MessageCauseAction
 
						

							
158
Unable to Scan 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 remove any 
foreign objects inside the machine. If the 
error message continues, disconnect the 
machine from the power for several 
minutes, then reconnect it. (The machine 
can be turned off for approximately 
24 hours without losing faxes stored in the 
memory. See 
Transferring your faxes or 
Fax Journal report  on page 159.)
Unusable Device
Disconnect device 
from front connector 
& turn machine 
off&thenon
A broken device has been 
connected to the USB direct 
interface. Unplug the device from the USB direct 
interface, then press 
Power Save to turn 
the machine off and then on again.
Unusable Device
Please Disconnect
USB Device.
A USB device or USB Flash memory 
drive that is not supported has been 
connected to the USB direct interface.
(For more information, visit us at 
http://solutions.brother.com
.) Unplug the device from the USB direct 
interface.
Wrong Paper Size Paper is not the correct size.
(MFC
-5890CN) 
Check that the machine’s Paper Size 
setting matches the size of paper in the 
tray. (See  Paper Size  on page 27.)
(MFC-6490CW) 
Make sure the machine’s Paper Size 
setting matches the size of paper in the 
tray. (See  Paper Size and Type 
(MFC-6490CW only)  on page 27.)  
Also, check that the machine is set to use 
the tray with the paper size you want. (See 
Tray use in Copy mode (MFC-6490CW 
only)  on page 28 and  Tray use in Fax 
mode (MFC-6490CW only)  on page 28.)
Error MessageCauseAction