Brother Mfc 790cw User Manual

							
Troubleshooting and Routine Maintenance145
B
Poor print quality Check the print quality. (See  Checking the print quality on page 166.) 
Make sure that the Media Type setting in the printer driver or the Paper Type 
setting in the machine’s menu matches the type of paper you are using. (See  
Printing  for Windows ®
 or  Printing and Faxing  for Macintosh®
 in the Software 
User’s Guide on the CD
-ROM and  Paper Type  on page 25.) 
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. (Brother 
Original 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 Genuine Brother Innobella™ Ink.
Try using the recommended types of paper. (See  Acceptable paper and other print 
media  on page 17.) 
The recommended environment for your machine is between 68 ° F to 91 ° F 
(20 °Cto33 °C).
White horizontal lines appear in text 
or graphics. Clean the print head. (See 
Cleaning the print head on page 166.)
Make sure you are using Genuine Brother Innobella™ Ink.
Try using the recommended types of paper. (See  Acceptable paper and other print 
media  on page 17.) 
The machine prints blank pages. Clean the print head. (See  Cleaning the print head on page 166.)
Make sure you are using Genuine Brother Innobella™ Ink.
Characters and lines are stacked. Check the printing alignment. (See  Checking the print alignment on page 167.)
Printed  text  or  images  are  skewed. Make sure the paper is loaded properly in the paper tray and the paper side guides  are adjusted correctly. (See Loading paper and other print media  on page 10.)
Make sure the Jam Clear Cover is closed 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 17.) 
Smudged stain at the right or left 
corner of the printed page. 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 recommended types of paper. (See 
Acceptable 
paper and other print media  on page 17.) Dont handle the paper until the ink is 
dry.
Make sure you are using Genuine Brother Innobella™ Ink.
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’s 
printer platen  on page 165.)
Make sure you are using the paper support flap. (See  Loading paper and other 
print media  on page 10.)
Make sure you are using Genuine Brother Innobella™ Ink.
The machine prints dense lines on 
the page. Check 
Reverse Order  in the Basic tab of the printer driver.
Printing (continued)
DifficultySuggestions
 
						

							
146
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 Genuine Brother Innobella™ Ink.
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 
User’s Guide on the CD
-ROM.)
True2Life
®  is  not  working  properly. If the image data is not full color in your application (such as 256 color), True2Life® 
will not work. Use at least 24 bit color data with the True2Life
® feature.
Photo paper does not feed 
properly. When you print on Brother Photo paper, load one extra sheet of the same photo 
paper in the paper tray. An extra sheet has been included in the paper package 
for this purpose.
Clean the paper pick
-up roller. 
(See  Cleaning the paper pick-up roller  on page 165.)
Machine  feeds  multiple  pages. Make sure the paper is loaded properly in the paper tray. (See  Loading paper and 
other print media  on page 10.)
Check that more than two types of paper are not loaded in the paper tray at any 
one time.
There is a paper jam. See  Printer jam or paper jam on page 159. Make sure the paper length guide is 
set to the paper size. Do not extend the paper tray when you load A5 or smaller 
size paper.
Printed pages are not stacked 
neatly. Make sure you are using the paper support flap. (See 
Loading paper and other 
print media  on page 10.)
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 have reached the end of their life, and then 
ask the other person to send the color fax again. (See 
Replacing the ink cartridges 
on page 161.)
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 57.)
Printing (continued)
DifficultySuggestions
 
						

							
Troubleshooting and Routine Maintenance147
B
Telephone Line or Connections
DifficultySuggestions
Dialing does not work. (No dial 
tone) Check that the machine is plugged in and that the 
On/Off key is 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.
(Canada only) Change Tone/Pulse setting. (See the  Quick Setup Guide.)
Verify that the telephone line and jack are working by connecting a known working 
telephone and telephone line to the jack. Press  Speaker Phone or lift the 
machines handset, the cordless handset or the handset of an external telephone, 
and then listen for a dial tone. If there is no dial tone, ask your telephone company 
to check the line and/ or jack.
The machine does not answer 
when called. Make sure the machine is in the correct receiving mode for your setup. (See 
Choose the correct Receive Mode
 on page 45.) Check for a dial tone. If possible, 
call your machine to hear it answer. If there is still no answer, check that the 
telephone line 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 mode settings on page 48.) 
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 151.)
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 36.)
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 89.)
Transmission Verification Report 
says ‘Result:NG’. 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 Memory Receive (see  Turning off Memory Receive Operations  
on page 53), print fax messages in memory (see  Printing a fax from the memory 
on page 58) or cancel a Delayed Fax or Polling Job (see  Canceling a fax in 
progress  on page 38). 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 151.)
 
						

							
148
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 164.)
Vertical  black  lines  when  sending. Black vertical lines on faxes you send are typically caused by dirt or correction fluid  on the glass strip. Clean the glass strip. (See  Cleaning the scanner on page 164.)
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 to Off. (See  Easy 
Receive  on page 49.)
Sending a fax call to the machine. If you answered on an extension telephone, press your Fax Receive Code (the  factory setting is l 5 1 ). 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  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 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 94.)
Poor copy results when using the 
ADF. Try using the scanner glass. (See 
Using the scanner glass on page 21.)
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 scanner. Clean the glass strip and scanner glass and the white bar and 
white plastic above them. (See 
Cleaning the scanner on page 164.)
Fit to Page does not work properly. Make sure 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  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 21.)
Sending Faxes (continued)
DifficultySuggestions
 
						

							
Troubleshooting and Routine Maintenance149
B
OCR does not work. Try increasing the scanner resolution.
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. Make sure that Borderless Printing and Cropping are turned off. (See  Borderless 
printing  on page 116 and  Cropping on page 116.)
Scanning Difficulties (continued)
DifficultySuggestions
 
						

							
150
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 89.) 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 using a wireless connection or 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 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.
Touchscreen Difficulties
DifficultySuggestions
The dial pad does not work when 
entering numbers or characters. Use the touchscreen buttons to enter information.
 
						

							
Troubleshooting and Routine Maintenance151
B
Dial Tone B
Setting the dial tone to Detection will shorten 
the dial detect pause.
aPress MENU.
bPress  aor b to display 
Initial Setup .
cPress Initial Setup .
dPress aor b to display  Dial Tone .
ePress Dial Tone .
fPress Detection  or No Detection .
gPress 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.
bPress  aor b to display  Fax.
cPress  Fax.
dPress  aor b to display 
Miscellaneous .
ePress Miscellaneous .
fPress aor b to display 
Compatibility .
gPress Compatibility .
hPress 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. (factory setting)
iPress  Stop/Exit .
Note
When you change the compatibility to 
Basic(for VoIP) , the ECM feature is 
only available for color fax sending.
 
 
						

							
152
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 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 Only One or more of the color ink 
cartridges have reached the end 
of their life.
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 the 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 
ink cartridge, you cannot use the 
machine until you change to a new 
ink cartridge.
Replace the ink cartridges. (See  Replacing 
the ink cartridges  on page 161.)
 
						

							
Troubleshooting and Routine Maintenance153
B
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 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 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 One or more of the ink cartridges 
have reached the end of their life. 
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 ink cartridges. (See 
Replacing 
the ink cartridges  on page 161.)
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.
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 properly, or the document 
scanned from the ADF was too 
long. See 
Using the ADF  on page 21.
See  Document jam  on page 158.
File size is too largeThe file you sent is too large for 
printing with Bluetooth
® wireless 
technology. Make your file smaller than 3 MB.
High Temperature The print head is too warm. Allow the machine to cool down.
Error MessageCauseAction
 
						

							
154
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.
Ink low One or more of the ink cartridges 
are running out of ink. 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 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 161.)
Low Temperature The 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 
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 68.) 
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 161.)
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