Brother Mfc 7360nr User Manual

							Troubleshooting
91
B
gIf you could not pull the jammed paper 
out of the inside of the machine as 
shown in the step e, take the paper tray 
completely out of the machine.
 
hPull the jammed paper out of the paper 
tray opening.
 
iPut the paper tray back in the machine.
jPut the drum unit and toner cartridge 
assembly back in the machine.
 
kClose the front cover of the machine. If 
the machine does not start printing 
automatically, press Start.
Note
If you turn off the machine while the LCD 
shows Jam Inside, the machine will 
print incomplete data from your computer.
 
 
						

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Paper is jammed in the Duplex 
Tray (MFC-7460DN and 
MFC-7860DW)B
If the LCD shows Jam Duplex, follow these 
steps:
aLeave the machine turned on for 10 
minutes to cool down.
CAUTION 
HOT SURFACE
After you have just used the machine, some 
internal parts of the machine will be 
extremely hot. When you open the front or 
back cover (back output tray) of the 
machine, DO NOT touch the shaded parts 
shown in the illustration. If you do this, you 
may get burned.
 
 
 
bPull the duplex tray completely out of the 
machine.
 
cPull the jammed paper out of the 
machine or the duplex tray.
 
 
						

							Troubleshooting
93
B
dMake sure that no paper remains under 
the machine.
 
ePut the duplex tray back in the machine.
 
						

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If you are having difficulty with your machineB
If you think there is a problem with your machine, check the chart below and follow the 
troubleshooting tips.
Most problems can be easily resolved by yourself. If you need additional help, the Brother 
Solutions Center offers the latest FAQs and troubleshooting tips.
Visit us at http://solutions.brother.com/
.
If you think there is a problem with the way your faxes look, make a copy first. If the copy looks 
good, the problem may not be your machine. Check the chart below and follow the troubleshooting 
tips.
Printing or printing received faxes
DifficultiesSuggestions
Condensed print
Horizontal streaks
Top and bottom sentences are 
cut off
Missing linesUsually this is caused by a poor telephone connection. If your copy looks good, 
you probably had a bad connection, with static or interference on the telephone 
line. Ask the other party to send the fax again.
Poor print quality See Improving the print quality on page 104.
Vertical black lines when receiving The corona wire for printing may be dirty. Clean the corona wire on the drum unit. 
(See Cleaning the corona wire on page 67.)
The sender’s 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. 
If the problem continues, call your dealer for service.
Received faxes appear as split or 
blank pages.If the received faxes are divided and printed on two pages or if you get an extra 
blank page, your paper size setting may not be correct for the paper you are using. 
(See Paper Size on page 17.) 
Turn on Auto Reduction. (See Printing a reduced incoming fax in Chapter 4 of the 
Advanced Users Guide.)
Telephone line or connections
DifficultiesSuggestions
Dialling does not work. Check for a dial tone.
Change Tone/Pulse setting. (See the Quick Setup Guide.)
Check all line cord connections.
Check that the machine is plugged in and switched on.
If an external phone is connected to the machine, send a manual fax by lifting the 
handset of the external telephone and dialling the number. Wait to hear the fax 
receiving tones before pressing Start.
The machine does not answer 
when called.Make sure the machine is in the correct receive mode for your setup. (See 
Receive Mode settings on page 29.) Check for a dial tone. If possible, call your 
machine to hear it answer. If there is still no answer, check the telephone line cord 
connection. If you do not hear ringing when you call your machine, ask your 
telephone company to check the line.
 
						

							Troubleshooting
95
B
Receiving Faxes
DifficultiesSuggestions
Cannot receive a fax. Check all line cord connections. Make sure the telephone line cord is plugged into 
the telephone wall socket and the LINE socket of the machine. If you subscribe to 
DSL or VoIP services, please contact your service provider for connection 
instructions.
Make sure the machine is in the correct Receive Mode. This is determined by the 
external devices and telephone subscriber services you have on the same line as 
the Brother machine. (See Receive Mode settings on page 29.) 
If you have a dedicated fax line and want your Brother machine to automatically 
answer all incoming faxes, you should select Fax Only mode.
If your Brother machine shares a line with an external answering machine, you 
should select the External TAD mode. In External TAD mode, your Brother 
machine will automatically receive incoming faxes and voice callers will be able to 
leave a message on your answering machine.
If your Brother machine shares a line with other telephones and you want it to 
automatically answer all incoming faxes, you should select the Fax/Tel mode. In 
Fax/Tel mode, your Brother machine will automatically receive faxes and 
produce a fast double-ring to alert you to answer voice calls.
If you do not want your Brother machine to automatically answer any incoming 
faxes, you should select the Manual mode. In Manual mode, you must answer 
every incoming call and activate the machine to receive faxes.
Another device or service at your location may be answering the call before your 
Brother machine answers. To test this, lower the ring delay setting:
If the answer mode is set to Fax Only or Fax/Tel, reduce the ring delay to 
1 ring. (See Ring Delay on page 29.)
If the answer mode is set to External TAD, reduce the number of rings 
programmed on your answering machine to 2.
If the answer mode is set to Manual, DO NOT adjust the ring delay setting.
Have someone send you a test fax:
If you received the test fax successfully, your machine is operating properly. 
Remember to reset your ring delay or answering machine setting back to your 
original setting. If receiving problems recur after resetting the ring delay, then 
a person, device, or subscriber service is answering the fax call before the 
machine has a chance to answer.
If you were not able to receive the fax, then another device or subscriber 
service may be interfering with your fax reception or there may be a problem 
with your fax line.
 
						

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Cannot receive a fax.
(continued)If you are using a telephone answering machine (External TAD mode) on the 
same line as the Brother machine, make sure your answering machine is set up 
correctly. (See Connecting an external TAD on page 32.)
1 Connect the external TAD as shown in the illustration on page 32.
2 Set your answering machine to answer in one or two rings.
3 Record the outgoing message on your answering machine.
Record five seconds of silence at the beginning of your outgoing 
message.
Limit your speaking to 20 seconds.
End your outgoing message with your Remote Activation Code for people 
sending manual faxes. For example: “After the beep, leave a message or 
press l51 and Start to send a fax.”
4 Set your answering machine to answer calls.
5 Set your Brother machine’s Receive Mode to External TAD. (See Receive 
Mode settings on page 29.)
Make sure your Brother machines Fax Detect feature is turned On. Fax Detect is 
a feature that allows you to receive a fax even if you have answered the call on an 
external or extension telephone. (See Fax Detect on page 30.)
If you often get transmission errors due to possible interference on the telephone 
line, try changing the Compatibility setting to Basic(for VoIP). (See 
Telephone line interference on page 103.) 
(For MFC-7860DW) 
Contact your administrator to check your Secure Function Lock Settings.
Sending faxes
DifficultiesSuggestions
Poor sending quality. Try changing your resolution to Fine or S.Fine. Make a copy to check your 
machine’s scanner operation. If the copy quality is not good, clean the scanner. 
(See Cleaning the scanner glass on page 66.)
Transmission Verification Report 
says RESULT:ERROR.There is probably temporary noise or static on the line. Try sending the fax again. 
If you are sending a PC-Fax message and get RESULT:ERROR on the 
Transmission Verification Report, your machine may be out of memory. To free up 
extra memory, you can turn off fax storage (see Changing Remote Fax Options in 
Chapter 4 of the Advanced Users Guide), print fax messages in memory (see 
Printing a fax from the memory in Chapter 4 of the Advanced Users Guide) or 
cancel a delayed fax or polling job (see Checking and cancelling waiting jobs in 
Chapter 3 of the Advanced Users Guide). 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 Compatibility setting to Basic(for VoIP). (See 
Telephone line interference on page 103.)
Sent faxes are blank. Make sure you are loading the document properly. (See Loading documents 
on page 22.)
Vertical black lines when sending. Black vertical lines on faxes you send are typically caused by dirt or correction fluid 
on the glass strip. (See Cleaning the scanner glass on page 66.)
Cannot send a fax. (For MFC-7860DW) 
Contact your administrator to check your Secure Function Lock Settings.
Receiving Faxes (continued)
DifficultiesSuggestions
 
						

							Troubleshooting
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B
Handling incoming calls
DifficultiesSuggestions
The machine ‘hears’ a voice as a 
CNG tone.If Fax Detect 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 Fax Detect to Off. (See Fax Detect 
on page 30.)
Sending a fax call to the machine. If you answered on an external or extension telephone, press your Remote 
Activation code (default setting is l51). When your machine answers, hang up.
Custom features on a single line. If you have Call Waiting, Call Waiting/Caller ID, Caller ID, Voice Mail, an 
answering machine, 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. Brother’s 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 line with no custom features is recommended.
Menu access difficulties
DifficultiesSuggestions
The machine beeps when you try to 
access the Setup Receive and 
Setup Send menus.If FAX is not illuminated, press it to turn on Fax mode. The Setup Receive 
settings (Menu, 2, 1) and Setup Send settings (Menu, 2, 2) are available only 
when the machine is in Fax mode.
Copy difficulties
DifficultiesSuggestions
Cannot make a copy.
Make sure that COPY is illuminated. (See How to copy on page 47.)
(For MFC-7860DW) 
Contact your administrator to check your Secure Function Lock Settings.
Vertical black line appears in 
copies.Black vertical lines on copies are typically caused by dirt or correction fluid on the 
glass strip, or the corona wire is dirty. (See Cleaning the scanner glass on page 66 
and Cleaning the corona wire on page 67.)
Copies are blank. Make sure you are loading the document properly. (See Using the automatic 
document feeder (ADF) on page 22 or Using the scanner glass on page 23.)
 
						

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Printing difficulties
DifficultiesSuggestions
No printout.Check that the machine is plugged in and the power switch is turned on.
Check that the toner cartridge and drum unit are installed correctly. (See 
Replacing the drum unit on page 61.)
Check the interface cable connection on both the machine and your computer. 
(See the Quick Setup Guide.)
Check that the correct printer driver has been installed and chosen.
Check to see if the LCD is showing an error message. (See Error and 
maintenance messages on page 76.)
Check the machine is online:
(Windows
®7 and Windows Server®2008 R2) Click the Start button and 
Devices and Printers. Right-click Brother MFC-XXXX Printer. Make sure 
that Use Printer Offline is unchecked.
(Windows Vista
®) Click the Start button, Control Panel, Hardware and 
Sound, and then Printers. Right-click Brother MFC-XXXX Printer. Make 
sure that Use Printer Offline is unchecked.
(Windows
®XP and Windows Server®2003/2008) Click the Start button and 
choose Printers and Faxes. Right-click Brother MFC-XXXX Printer. Make 
sure that Use Printer Offline is unchecked.
(Windows
®2000) Click the Start button and choose Settings and then 
Printers. Right-click Brother MFC-XXXX Printer. Make sure that Use 
Printer Offline is unchecked.
(For MFC-7860DW) 
Contact your administrator to check your Secure Function Lock settings.
The machine prints unexpectedly 
or it prints garbage.Press Job Cancel to cancel print jobs.
Check the settings in your application to make sure it is set up to work with 
your machine.
Pull out the paper tray and wait until the machine stops printing. Then turn off 
the machine’s power switch and disconnect from the power for several 
minutes. 
(For MFC-7360N and MFC-7460DN) 
The faxes stored in the machine memory will be deleted. See Transferring 
your faxes or Fax Journal report on page 81 before disconnecting the 
machine so you will not lose any important messages.
The machine prints the first couple 
of pages correctly, then some 
pages have text missing.Check the settings in your application to make sure that it is set up to work with 
your machine.
Your computer is not recognising the machine’s input buffer’s full signal. Make 
sure that you connected the interface cable correctly. (See the Quick Setup 
Guide.)
The headers or footers appear 
when the document displays on the 
screen but they do not show up 
when it is printed.There is an unprintable area on the top and bottom of the page. Adjust the top and 
bottom margins in your document to allow for this. (See Unscannable and 
unprintable areas on page 16.)
The machine does not print on both 
sides of the paper even though the 
printer driver setting is Duplex.Check the paper size setting in the printer driver. You need to choose A4 [60 to 
105 g/m
2].
 
						

							Troubleshooting
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The machine is not printing or has 
stopped printing.Press Job Cancel.
As the machine cancels the job and clears it from the memory it may produce an 
incomplete printout.
Scanning difficulties
DifficultiesSuggestions
TWAIN errors appear while 
scanning.Make sure that the Brother TWAIN driver is chosen as the primary source. In 
PaperPort™ 12SE, click File, Scan or Get Photo and choose the Brother TWAIN 
driver.
OCR does not work. Try increasing the scanning resolution.
(Macintosh users) 
Presto! PageManager must be downloaded and installed before use. See 
Accessing Brother Support (Macintosh) on page 5 for further instructions.
Network scanning does not work. See Network difficulties (Network models only) on page 100.
Cannot scan. (For MFC-7860DW) 
Contact your administrator to check your Secure Function Lock Settings.
Software difficulties
DifficultiesSuggestions
Cannot install software or print.
(Windows
® only) 
Run the Repair MFL-Pro Suite program on the installation CD-ROM. This 
program will repair and reinstall the software.
Cannot perform ‘2 in 1’ or ‘4 in 1’ 
printing.Check that the paper size setting in the application and in the printer driver are the 
same.
The machine does not print from 
Adobe
® Illustrator®.Try to reduce the print resolution. (See Basic tab in the Software User’s Guide.)
Paper handling difficulties
DifficultiesSuggestions
The machine does not feed paper.
The LCD shows No Paper or a 
Paper Jam message.If there is no paper, load a new stack of paper into the paper tray.
If there is paper in the paper tray, make sure it is straight. If the paper is curled, 
you should straighten it. Sometimes it is helpful to remove the paper, turn the 
stack over and put it back into the paper tray.
Reduce the amount of paper in the paper tray, and then try again.
Make sure that manual feed mode is not chosen in the printer driver.
Clean the paper pick-up roller. See Routine maintenance on page 55.
If the LCD shows the Paper Jam message and you still have a problem, see 
Error and maintenance messages on page 76.
How do I print on envelopes? You can load envelopes from the manual feed slot. Your application must be set 
up to print the envelope size you are using. This is usually done in the Page Setup 
or Document Setup menu of your application. 
Printing difficulties (continued)
DifficultiesSuggestions
 
						

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What paper can I use? You can use thin paper, plain paper, bond paper, recycled paper, envelopes and 
labels that are made for laser machines. (For details, see Acceptable paper and 
other print media on page 17.)
You can load envelopes from the manual feed slot.
There is a paper jam. Clear the jammed paper. (See Paper Jams on page 84.)
Print quality difficulties
DifficultiesSuggestions
Printed pages are curled.Low quality thin or thick paper or not printing on the recommended side of the 
paper could cause this problem. Try turning over the stack of paper in the 
paper tray.
Make sure that you choose the Paper Type that suits the print media type you 
are using. (See Acceptable paper and other print media on page 17.)
Printed  pages  are  smeared. The Paper Type setting may be incorrect for the type of print media you are using, 
or the print media may be too thick or have a rough surface. (See Acceptable 
paper and other print media on page 17 and Basic tab in the Software User’s 
Guide.)
Printouts are too light.If this problem occurs when making copies or printing received faxes, set 
Toner Save mode to Off in the machine menu settings. (See Toner Save in 
Chapter 1 of the Advanced Users Guide.)
Set Toner Save mode to Off in the Advanced tab in the printer driver. (See 
Advanced tab in the Software User’s Guide.)
Network difficulties (Network models only)
DifficultiesSuggestions
Cannot print over a wired network. If you are having network problems see the Network Users Guide for more 
information.
Make sure your machine is powered on and is on
-line and in Ready mode. Print 
the Network Configuration list to see your current network settings. (See Reports 
in Chapter 6 of the Advanced Users Guide.) Reconnect the LAN cable to the hub 
to verify that the cable and network connections are good. If possible, try 
connecting the machine to a different port on your hub using a different cable. 
You can check the current wired network status from the Network control panel 
menu.
Paper handling difficulties (continued)
DifficultiesSuggestions