Brother MFC 9420CN User Manual

							Chapter C
C - 6
Document jams
If the document is jammed, follow the steps 
below.
Document is jammed in the top of the 
ADF unit
1Take out any paper from the ADF that is 
not jammed.
2Open the ADF cover.
3Pull the jammed document out to the 
left.
4Close the ADF cover.
Press Stop/Exit.
Note
To avoid future document jams close the ADF 
cover properly by pushing it gently in the 
center.
Document is jammed under the 
document cover
1Take out any paper from the ADF that is 
not jammed.
2Lift the document cover.
3Pull the jammed document out to the 
right.
4Close the document cover.
5Press Stop/Exit.
Document is jammed at the output 
tray
1Pull the jammed document out to the 
right.
2Press Stop/Exit.
 
						

							Troubleshooting and routine maintenance
C - 7
C
Paper jams
If paper jams inside the machine, the 
machine will stop. One of the following LCD 
messages will appear to tell you where to find 
the jammed paper.
Paper may jam in the paper tray, inside the 
machine, at the back cover, or where the 
paper comes out of the machine. Check 
where the jam is and follow the instructions 
on the next few pages to remove the jammed 
paper.
If the error message still appears on the LCD 
after you remove the jammed paper, there 
may be more paper jammed somewhere 
else. Please check the machine thoroughly.
After you have followed the instructions, the 
machine will resume printing automatically.
After a paper jam has occurred, data usually 
stays in the machine’s memory.
After removing the jammed paper, and the 
next printed page is stained with toner, print 
several test pages before restarting your print 
job.
A1
C
B
A2
Paper Jam A1
Paper Jam A2
Paper Jam B
Paper Jam C
Paper jam in the standard paper tray (TRAY1)
Paper jam in the optional lower tray (TRAY2)
Paper jam inside the machine.
Paper jam where the paper comes out of the 
machine.
WARNING
The fusing unit and the parts around it are 
hot! Never touch the shaded areas shown 
below.
 
						

							Chapter C
C - 8
Note
Do not use the following paper: 
■Bent/curled paper
■Moist paper
■Paper that does not meet specifications
Paper Jam A1 / Paper Jam A2
If there is a paper jam in the paper tray, follow 
these steps: 
1Pull out the paper tray.
2Take out the jammed paper.
3Put the paper tray back in the machine.
4Open the back cover. If there is any 
jammed paper where the paper comes 
out, remove it.
5Close the back cover.
CAUTION
■Do not touch the toner surface of the 
jammed paper. It might stain your 
hands or clothes.
■Remove the jammed paper carefully to 
prevent spreading toner.
■Take care not to stain your hands and 
clothes. Wash toner stains immediately 
with cold water.
■Never touch the transfer roller.
■If the paper in the paper tray is creased 
at the edges, paper jams can occur. To 
prevent this, please turn the paper 
over.
Paper Jam A1
Paper Jam A2
 
						

							Troubleshooting and routine maintenance
C - 9
C
Paper Jam B
If paper is caught inside the machine, follow 
these steps:
1Open the back cover.
2If the paper jammed while exiting the 
paper tray, remove the jammed paper 
by holding it with both hands and pulling 
it slowly toward you.
3If the paper is caught in the registration 
roller (1), remove the jammed paper by 
holding it with both hands and pulling it 
slowly toward you.
4If the paper is caught in the fusing roller, 
release the fusing unit pressure release 
levers on both sides.
5Remove the jammed paper at the back 
of the machine by holding it with both 
hands and pulling it slowly toward you.
6Lock the fusing unit pressure release 
levers.
7Close the back cover.
WARNING
These paper jams are near the fusing 
roller, which is extremely hot during 
operation. Remove the paper 
carefully.
Paper Jam B
1 
 
						

							Chapter C
C - 10
Paper Jam C
If paper has passed behind the back cover 
and there is a paper jam where the paper 
comes out, follow the steps below:
1Open the back cover and release the 
fusing unit pressure release levers.
2Remove the jammed paper by pulling it 
out slowly.
3Reset the fusing unit pressure release 
levers.
4Close the back cover.
Paper Jam C
 
						

							Troubleshooting and routine maintenance
C - 11
C
If you are having difficulty with your machine
If you think there is a problem with the way your faxes look, make a copy first. If the copy looks 
good, the problem is probably not your machine. Check the chart below and follow the 
troubleshooting tips.
The Brother Solutions Center offers the latest FAQs and troubleshooting tips.
Visit us at http://solutions.brother.com
.
DIFFICULTYSUGGESTIONS
Printing or Receiving Faxes
Condensed print and horizontal 
streaks 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.
Poor print quality See Improving the print quality on page C-16.
Horizontal streaks; lines are 
missing.You may get a fax with horizontal streaks or with missing lines. Usually this is 
caused by a poor telephone connection. Ask the other party to send the fax again.
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, turn on the Auto Reduction menu setting. (See Printing a reduced 
incoming fax (Auto Reduction) on page 6-4.)
Received color fax prints only in 
black & white.Replace the color toner cartridges that are empty or nearly empty, and then ask 
the other person to send the color fax again. (See Replacing a toner cartridge on 
page C-29.) When Fax Forwarding, Paging or Fax Storage is turned on a color fax 
can only be received if the sending machine could convert it to black & white. 
(See Turning off Remote Fax Options on page 8-4.)
Phone Line or Connections
Dialing does not work. Check for a dial tone. Change Tone/Pulse setting. (See Tone or Pulse on 
page 7-6.) Check all line cord connections. Check power cord connection. Send a 
manual fax by pressing Hook or by lifting the handset of the external phone and 
dialing the number. Wait to hear fax receiving tones before pressing Black Start 
or Color Start.
The machine does not answer 
when called.Make sure the machine is in the correct receiving mode for your setup. 
(See Receive Mode on page 6-1.) 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 there is no ringing when you call your machine, ask your telephone 
company to check the line.
 
						

							Chapter C
C - 12
Sending Faxes
Poor  fax  send  quality Change 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 C-22.)
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 Fax Storage, Paging or PC-FAX receive (see Turning off Remote 
Fax Options on page 8-4), print fax messages in memory (see Printing a fax from 
the memory on page 6-6) or cancel a Delayed Fax or Polling Job (see Canceling 
a fax in progress on page 5-2). If the problem continues, ask the telephone 
company to check your phone line.
If you frequently get transmission errors due to possible interference on the phone 
line, try changing the Compatibility setting to Normal or Basic. 
(See Compatibility on page C-20.)
Vertical black lines when sending. If the copy you made shows the same problem, your scanner is dirty. 
(See Cleaning the scanner glass on page C-22.)
Handling Incoming Calls
Machine ‘Hears’ Voice as 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 calling fax machine 
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 6-5.)
Sending a Fax Call to the machine. If you answered on an external or extension phone, press your Fax Receive Code 
(default setting is ( 51). When your machine answers, hang up.
Custom features on a single line. If you have Call Waiting, Call Waiting/Caller ID, RingMaster, Voice Mail, an 
answering machine, an alarm system or other custom feature on a single phone 
line with your machine, it may create a problem sending or receiving faxes.
For Example: Your Brother machine handles the Caller ID subscriber service. 
However, 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 Setting Difficulties
The machine beeps when you try 
to access the Setup Receive and 
Setup Send menus.If the Fax   key is not illuminated, press it to turn on Fax mode. The Setup 
Receive setting (Menu/Set, 2, 1) and Setup Send setting (Menu/Set, 2, 2) are 
available only when the machine is in Fax mode.
Copy Quality Difficulties
Vertical streaks appear in copies. Sometimes you may see vertical streaks on your copies. The scanner glass may 
be dirty. (See Cleaning the scanner glass on page C-22.)
DIFFICULTYSUGGESTIONS
 
						

							Troubleshooting and routine maintenance
C - 13
C
Printing Difficulties 
The machine does not print. Please make sure:
 The machine is plugged in and the power switch is turned On. 
—OR—
 The toner cartridge and the OPC belt cartridge are installed properly. 
(See Replacing a toner cartridge on page C-29 and Replacing the OPC belt 
cartridge (OP-4CL) on page C-33.)
—OR—
 The interface cable is securely connected between the machine and computer. 
(See the Quick Setup Guide). 
—OR—
 The correct printer driver has been installed and selected.
—OR—
 Check to see if the LCD is showing an error message. 
(See Error messages on page C-1.)
—OR—
 The machine is online. Click Start and then Printers and Faxes. Select ‘Brother 
MFC-9420CN’, and right-click. Make sure that “Use Printer Offline” is 
unchecked.
The machine prints unexpectedly 
or it prints garbage.Turn off the machines power switch and then turn it on again. If the error message 
continues leave the machine for several minutes and then try it again. (The 
machine can be turned off for up to 60 hours without losing faxes stored in the 
memory.) Check the settings in your application software to make sure it is set up 
to work with your machine
The machine prints first couple of 
pages correctly, then some pages 
have text missing.Your computer is not recognizing the machine’s input buffer full signal. Please 
make sure you connect the interface cable to the machine correctly. 
(See the Quick Setup Guide.)
The machine cannot print full 
pages of a document.
Out of Memory message occurs.Reduce the printing resolution. (See Advanced tab in the Software User’s Guide 
on the CD-ROM.) 
Reduce the complexity of your document and try again. Reduce the graphic quality 
or the number of font sizes within your application software.
—OR—
Add more memory. See Installing additional memory on page D-4.
My headers or footers appear 
when I view my document on the 
screen but do not appear when I 
print them.There is an unprintable area on the top and bottom. Adjust the top and bottom 
margins in your document to allow for this.
Scanning Difficulties
TWAIN errors appear while 
scanning.Make sure the Brother TWAIN driver is selected as the primary source. In 
PaperPort
®, click Scan in the File menu and select the Brother TWAIN driver.
DIFFICULTYSUGGESTIONS
 
						

							Chapter C
C - 14
Software Difficulties
Cannot install software or print. Run the Repair MFL-Pro Suite program on the 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.
Machine does not print from Adobe 
Illustrator Try to reduce the print resolution. (See Advanced tab in the Software User’s Guide 
on the CD-ROM.)
—OR—
Add more memory. See Installing additional memory on page D-4.
When using ATM fonts, some 
characters are missing or some 
characters are printed in their 
place.If you are using Windows
® 98/98SE/Me, select ‘Printer Settings’ from the ‘Start’ 
menu. Select the properties of the ‘Brother MFC-9420CN’. Click ‘Spool Setting’ on 
the ‘Details’ tab. Select ‘RAW’ from ‘Spool Data Format.’
‘Unable to write to LPT1’ or ‘LPT1 
already in use’ Error Message 
appears.1. Make sure the machine is on (plugged into the AC power outlet and the power 
switch turned on) and that it is connected directly to the computer using the 
IEEE-1284 bi-directional parallel cable. The cable must not go through another 
peripheral device (such as a Zip Drive, External CD-ROM Drive, or Switch box).
2. Make sure the machine is not displaying an error message on the LCD Display.
3. Make sure no other device drivers, which also communicate through the parallel 
port, are running automatically when you boot up the computer (such as, drivers 
for Zip Drives, External CD-ROM Drive, etc.) Suggested areas to check: (Load=, 
Run=command lines in the win.ini file or the Setup Group)
4. Check with your computer manufacturer to confirm that the computer’s parallel 
port settings in the BIOS are set to support a bi-directional machine; i.e. (Parallel 
Port Mode – ECP) ‘MFC is Busy’ Error Message 
appears.
Paper Handling Difficulties
The machine does not load paper.
The LCD shows 
No Paper Fed #1 or 
Paper Jam.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.
If the LCD shows Paper Jam and you still have a problem, see Paper jams on 
page C-7.
How can I load envelopes? You can only load envelopes into the standard paper tray. To check that you are 
loading them properly, see Loading paper and envelopes on page 2-8.
Make sure your application software is set up to print the envelope size you are 
using. This is usually done in the Page Setup or Document Setup menu of your 
software. Please refer to the manual provided with your software application.
What paper can I use? You can use plain paper, recycled paper, envelopes, transparencies and labels 
that are made for laser machines. (For information on paper you can use, see 
Acceptable paper and other media on page 2-1.)
How can I clear paper jams? See Paper jams on page C-7.
DIFFICULTYSUGGESTIONS
 
						

							Troubleshooting and routine maintenance
C - 15
C
Print Quality Difficulties
Printed pages are curled. Low quality thin or thick paper can cause this problem. Make sure you select the 
Paper Type that suits the media type you use. (See Acceptable paper and other 
media on page 2-1.)
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 media on page 2-1 and Basic tab in the Software 
User’s Guide on the CD-ROM.)
Printouts are too light. If this problem occurs when making copies or printing received faxes, turn off 
Toner Save mode in the machine’s menu settings. (See Toner Save on page 3-7.)
Set Toner Save mode to off in the Advanced tab in the printer driver. 
(See Advanced tab in the Software User’s Guide on the CD-ROM.)
Network Difficulties
I cannot print over the Network See Printing Problems in the Network User’s Guide on the CD-ROM
—OR—
1. Make sure that your machine is powered on and is online and in Ready mode. 
2. Print a Network Configuration list and check the current Network settings printed 
in this list. (See Printing reports on page 9-1.) 
3. 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.
4. Contact your Network Administrator to check if the settings are correct.
The network scanning feature does 
not work.(For Windows
® users only) Firewall setting on your PC may be rejecting the 
necessary network connection. Follow the instructions below to disable the 
Firewall. If you are using a personal Firewall software, please refer to the User’s 
Guide for your software or contact the software manufacturer.

1. Click the ‘Start’ button, ‘Settings’, ‘Control Panel’ and then ‘Windows Firewall’. 
Make sure that Windows Firewall on the ‘Basic’ tab is set to On.
2. Click the ‘Exceptions’ tab and ‘Add port’ button.
3. Enter any name, port number (54295 for network scanning), select ‘UDP’ and 
click OK.
4. Make sure if the new setting is added and is checked, and then click OK.
For Windows
® XP SP1 users, please go to the Brother Solutions Center.
Your computer cannot find your 
machine.
Firewall setting on your PC may be rejecting the necessary network connection. 
For detail, see the instruction above.

Re-select your machine in the DeviceSelector application located in Macintosh 
HD/Library/Printers/Brother/Utilities or from the model pull-down list of 
ControlCenter2.
DIFFICULTYSUGGESTIONS