Brother MFC 9840CDW User Manual

							Troubleshooting and routine maintenance
129
C
Toner scatter or toner stain on 
the edge of duplex pages
 
CAUTION 
We recommend that you place the drum unit and toner cartridges on a 
clean, flat surface with a piece of disposable paper underneath them in 
case you accidentally spill or scatter toner.
  DO NOT touch the surface of the photosensitive drum.
 
Take all the toner cartridges out of the drum unit and turn the drum 
unit over. Wipe the toner on the edge of drum unit with a dry lint free 
soft cloth as shown in the illustration.
 
Examples of poor print 
qualityRecommendation
ABCDEFGHIJKLMNOPQRSTUVWXYZ. 0123456789. abcdefghijklmnopqrstuvwxyz.
ABCDEFGHIJKLMNOPQRSTUVWXYZ. 0123456789. abcdefghijklmnopqrstuvwxyz.
ABCDEFGHIJKLMNOPQRSTUVWXYZ. 0123456789. abcdefghijklmnopqrstuvwxyz.
ABCDEFGHIJKLMNOPQRSTUVWXYZ. 0123456789. abcdefghijklmnopqrstuvwxyz.
 
						

							130
Setting dial tone detectionC
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 default No Detection setting.
aPress Menu, 0, 5. 
05.Dial Tone
aDetection
bNo Detection
Selectabor OK
bPress a or b to choose Detection or 
No Detection.
Press OK.
cPress Stop/Exit.
Telephone line interferenceC
If you are having difficulty sending or 
receiving a fax due to possible interference 
on the telephone line, you can reduce the fax 
speed to minimise errors.
aPress Menu, 2, 0, 1. 
20.Miscellaneous
1.Compatibility
aHigh
bNormal
Selectabor OK
bPress a or b to choose 
Basic(for VoIP) or Normal 
(or High).
„Basic(for VoIP) cuts the 
modem speed to 9600 bps. and 
turns the error correction mode 
(ECM) off.
For a standard telephone line: If you 
regularly experience interference on 
your standard telephone line try this 
setting.
If you are using VoIP: VoIP service 
providers offer fax support using 
various standards. If you regularly 
experience fax transmission errors 
try this setting.
„Normal sets the modem speed at 
14400 bps.
„High sets the modem speed at 
33600 bps.
PressOK.
cPress 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 maintenance
131
C
Error and maintenance messagesC
As with any sophisticated office product, error and maintenance messages may be displayed. The 
most common error and maintenance messages are shown below.
Error MessageCauseAction
Access ErrorThe device is removed from the 
USB direct interface while the 
data is processing.Press Stop/Exit. Reinsert the device and try to 
print with direct print or PictBridge.
BT Call Sign On
(U.K. only)BT Call Sign is set to On. You 
cannot change the Receive Mode 
from Manual to another mode.Set BT Call Sign to Off. (See BT call sign 
(U.K. only)on page 51.)
CalibrateCalibration failed. Press Mono Start or Colour Start and try it 
again.
Do one of the following:
„Turn off the machine’s power switch. Wait a 
few seconds, then turn it on again.
„Put in a new drum unit. (See Replacing the 
drum uniton page 175.)
„Put in a new belt unit. (See Replacing the 
belt uniton page 181.)
„Put in a new waste toner box. 
(See Replacing the waste toner 
boxon page 186.)
„If the problem continues, call your Brother 
dealer.
Cartridge Error
Put the Black (K) 
Toner Cartridge 
back in.
1
1The toner 
cartridge colour 
with the problem is 
shown in the 
message.
The toner cartridge is not installed 
properly.Pull out the drum unit, take out the toner 
cartridge that is indicated on the LCD, and put it 
back into the drum unit again.
Change Parts
Belt UnitIt is time to replace the belt unit. Replace the belt unit. (See Replacing the belt 
uniton page 181.)
Change Parts
DrumThe drum unit is near the end of 
its life.Use the drum unit until you have a print quality 
problem; then replace the drum unit with a new 
one.
The drum unit counter was not 
reset when a new drum was 
installed.Press Menu, 8, 4, and then a or b to choose 
Drum.
Press OK and press 1 to reset the drum unit 
counter.
 
						

							132
Change Parts
Fuser UnitIt is time to replace the fuser unit. Call your Brother dealer to purchase the fuser 
unit.
Change Parts
Laser UnitIt is time to replace the laser unit. Call your Brother dealer to purchase the laser 
unit.
Change Parts
PF kit MPIt is time to replace the paper 
feeding kit for the MP tray.Call your Brother dealer to purchase the 
PF Kit MP.
Change Parts
PF kit 1It is time to replace the paper 
feeding kit for Tray 1.Call your Brother dealer to purchase the 
PF Kit 1.
Change Parts
PF kit 2It is time to replace the paper 
feeding kit for Tray 2.Call your Brother dealer to purchase the 
PF Kit 2.
Change Parts
Waste Toner Box
The waste toner box is almost full. Be  ready  to  replace  the  waste  toner  box.  (See 
Replacing the waste toner boxon page 186.)
Check Paper SizeThe paper in the tray is not the 
correct size.Load the correct size of paper in the tray and set 
the “Paper Size” (Menu, 1, 3) and “Tray Use” 
(Menu, 1, 7). (See Paper sizeon page 23, Tray 
use in copy modeon page 23, Tray use in fax 
modeon page 24 and Tray use in print 
modeon page 24.)
Comm.ErrorPoor telephone line quality 
caused a communication error.Try sending the fax again or try connecting the 
machine to another telephone line. If the 
problem continues, call the telephone company 
and ask them to check your telephone line.
Connection FailYou tried to poll a fax machine 
that is not in Polled Waiting mode.Check the other fax machine’s polling setup.
Cooling Down
Wait for a whileThe temperature of the drum unit 
or toner cartridge is too hot. The 
machine will pause its current 
print job and go into cooling down 
mode. During the cooling down 
mode, you will hear the cooling 
fan running while the LCD shows 
Cooling Down, and 
Wait for a while.Make sure that you can hear the fan in the 
machine spinning and that the exhaust outlet 
isnt blocked by something.
If the fan is spinning, remove any obstacles that 
surround the exhaust outlet, and then leave the 
machine turned on but do not use it for several 
minutes.
If the fan is not spinning follow the suggestions 
below.
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.)
Cover is Open   
Close the Front 
Cover.The front cover is not closed 
completely.Close the front cover of the machine.
Error MessageCauseAction
 
						

							Troubleshooting and routine maintenance
133
C
Cover is Open   
Close the Back 
Cover.The back cover is not closed 
completely.Close the back cover of the machine.
DisconnectedThe other person or other 
person’s fax machine stopped the 
call.Try to send or receive again.
Document JamThe document was not inserted 
or fed properly, or the document 
scanned from the ADF was too 
long.See Document jamson page 138 or Using the 
ADF (automatic document feeder)on page 20.
Drum ErrorThe corona wires on the drum 
unit needs to be cleaned.Clean the four corona wires on the drum unit. 
(See Cleaning the corona wireson page 155.)
EL ErrorThe machine has a mechanical 
problem.Open the front cover and close it again.
Fuser ErrorThe temperature of fuser unit 
does not rise at a specified 
temperature within specified time.Turn the power switch off, wait a few seconds, 
and then turn it on again. Leave the machine for 
15 minutes with the power on. The machine can 
be turned off for up to 60 hours without losing 
faxes stored in the memory. (See Checking if the 
machine has faxes in its memoryon page 137.) The fuser unit is too hot.
Init Unable XXThe machine has a mechanical 
problem.Turn off the machine’s power switch and then 
turn it on again. If the error message continues 
leave the machine for several minutes and then 
try to print, copy or scan again. The machine can 
be turned off for up to 60 hours without losing 
faxes stored in the memory. (See Checking if the 
machine has faxes in its memoryon page 137.)
Jam DuplexThe paper is jammed in the 
duplex tray.(See Paper jamson page 139.)
Jam RearThe paper is jammed in the back 
of the machine.(See Paper jamson page 139.)
Jam InsideThe paper is jammed inside the 
machine.(See Paper jamson page 139.)
JamMPTrayThe paper is jammed in the MP 
tray of the machine.(See Paper jamson page 139.)
JamTray1
JamTray2The paper is jammed in the paper 
tray of the machine.(See Paper jamson page 139.)
Low TemperatureThe temperature of the machine 
is too cold.Increase room temperature to allow the machine 
to operate.
No Belt UnitThe belt unit is not installed. Install the belt unit. (See Replacing the belt 
uniton page 181.)
No Drum UnitThe drum unit is not installed. Install the drum unit. (See Replacing the drum 
uniton page 174.)
Error MessageCauseAction
 
						

							134
No PaperThe 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 or MP tray.
„Remove the paper and load it again.
No Response/BusyThe number you dialled does not 
answer or is busy.Verify the number and try again.
No TrayThe paper tray is not completely 
closed.Close the paper tray properly.
No Waste TonerThe waste toner box is not 
installed.Install the waste toner box. (See Replacing the 
waste toner boxon page 186.)
Not RegisteredYou 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 one-touch dial 
numberson page 59 and Storing speed-dial 
numberson page 60.)
Out of MemoryThe machine’s memory is full.Fax sending or copy operation in progress
Do one of the following:
„Press Mono Start or Colour Start to send 
or copy the scanned pages.
„Press Stop/Exit and wait until the other 
operations in progress finish, and then try 
again.
„Clear the data from the memory. (See Out of 
memory messageon page 43 or page 85.)
Print operation in process
Do one of the following:
„Reduce print resolution. (See Advanced tab 
in the Software User’s Guide on the 
CD-ROM.)
„Clear the faxes from the memory. (See Out 
of memory messageon page 85.)
Print Unable XXThe machine has a mechanical 
problem.Turn off the machine’s power switch and then 
turn it on again. If the error message continues 
leave the machine for several minutes and then 
try to print, copy or scan again. The machine can 
be turned off for up to 60 hours without losing 
faxes stored in the memory. (See Checking if the 
machine has faxes in its memoryon page 137.)
Protected DeviceThe protect switch of the USB 
flash memory drive is On.Turn off the protect switch of the USB flash 
memory drive.
Error MessageCauseAction
 
						

							Troubleshooting and routine maintenance
135
C
RegistrationRegistration failed. Press Mono Start or Colour Start and try 
again.
Do one of the following:
„Try Manual Registration, Menu, 4, 8. 
(See Manual Registration in the Software 
User’s Guide on the CD-ROM.)
„Put in a new belt unit. (See Replacing the 
belt uniton page 181.)
„Put in a new drum unit. (See Cleaning the 
drum uniton page 159.)
„ Replace the empty toner cartridge with a 
new one. (See Replacing a toner 
cartridgeon page 169.)
„Turn off the machine’s power switch. Wait a 
few seconds, then turn it on again.
„If the problem continues, call your Brother 
dealer.
Rename the FileThere is already a file on the USB 
flash memory drive with the same 
name as the file you are trying to 
save.Change the file name of the file on the USB flash 
memory drive or the file you are trying to save.
Scan Unable XXThe machine has a mechanical 
problem.Turn off the machines power switch and then 
turn it on again. If the error message continues 
leave the machine for several minutes before 
you try it again. The machine can be turned off 
for up to 60 hours without losing faxes stored in 
the memory. (See Checking if the machine has 
faxes in its memoryon page 137.)
Document is too long for duplex 
scanning.Press Stop/Exit. Use a suitable size of paper for 
duplex scanning. (See Scanon page 227.)
Scanner LockedThe scanner lock is  locked. Open the document cover, and then release the 
scanner lock lever.
Press Stop/Exit.
Toner Life End
Replace Black(K)
Toner Cartridge.1
1The toner 
cartridge colour 
which is used up is 
shown in the 
message.
The drum unit and toner 
cartridges assembly is not 
installed properly, or one or more 
of the toner cartridges are used 
up and printing is not possible.Do one of the following:
„Re-install the toner cartridges and drum unit 
assembly.
„Replace the empty toner cartridge with a 
new one. (See Replacing a toner 
cartridgeon page 169.)
„If one of the colour toner cartridges is empty, 
choose Mono in the printer driver to be able 
to continue printing in monochrome.
Error MessageCauseAction
 
						

							136
Toner Low
Prepare New Black(K) 
Toner Cartridge.1
1The toner 
cartridge colour 
which is near the 
end of life is 
shown in the 
message.
If the LCD shows Toner Low, 
you can still print; however, the 
machine is telling you that the 
toner cartridge is near the end of 
its life and the toner will soon run 
out.Order a new toner cartridge now for the toner 
cartridge colour that is low.
Too Many FilesThere are too many files stored 
on the USB flash memory drive.Reduce the number of files stored on the USB 
flash memory drive.
Unusable DeviceAn incompatible or broken device 
has been connected to the USB 
direct interface.Remove the device from the USB direct 
interface.  Turn off the machine’s power switch, 
wait a few seconds and turn it on again.
Waste Toner FullIt is time to replace the waste 
toner box.Replace the waste toner box. (See Replacing 
the waste toner boxon page 186.)
Wrong Paper SizeThe paper in the tray is not the 
correct size or the tray is empty.Load the correct size of paper in the tray.
Error MessageCauseAction
 
						

							Troubleshooting and routine maintenance
137
C Checking if the machine has 
faxes in its memoryC
If the LCD shows an error message then you 
can check to see if there are faxes in the 
machine’s memory.
aPress Menu, 9, 0, 1.
bDo one of the following:
„If the LCD shows No Data, there 
are no faxes left in the machine’s 
memory.
Press Stop/Exit.
„If the LCD shows Dial & Start, 
there are faxes in the machine’s 
memory.
• You can send the faxes to 
another fax machine. (See 
Transferring faxes to another fax 
machineon page 137.)
• You can send the faxes from the 
machine’s memory to your PC. 
(See Transferring faxes to your 
PCon page 137.)
Note
You can send the Fax Journal report to 
another fax machine by pressing 
Menu,9,0,2in a.
 
Transferring faxes to another 
fax machineC
If you have not set up your Station ID, you 
cannot enter fax transfer mode.
aFollow a and b in Checking if the 
machine has faxes in its 
memoryon page 137.
bEnter the fax number to which faxes will 
be sent.
cPress Mono Start or Colour Start.
Transferring faxes to your PCC
You can move the faxes from your machine’s 
memory to your PC.
aIf you have followed a and b in 
Checking if the machine has faxes in its 
memoryon page 137, press Stop/Exit.
bMake sure that you have installed 
MFL-Pro Suite on your PC, and then 
turn on PC-FAX Receiving on the PC. 
(For details about PC Fax Receive, see 
PC-FAX receiving in the Software 
User’s Guide on the CD-ROM.)
cMake sure that you have set 
PC Fax Receive on the machine. 
(See PC fax receiveon page 65.)
During setup the LCD will ask if you 
want to send the faxes to your PC.
dDo one of the following:
„To send all faxes to your PC, press 1.
„To exit and leave the faxes in the 
memory, press 2.
eThe LCD will ask you the following 
message:
 
25.Remote Fax Opt
Backup Print
aOff
bOn
Selectabor OK
Press a or b to choose On or Off.
Press OK.
fPress Stop/Exit.
 
						

							138
Note
If there is an error message on the 
machine’s LCD after the faxes have been 
sent, disconnect the machine from the 
power source for several minutes, and 
then reconnect it.
If you choose Backup Print On, the 
machine will also print the fax at your 
machine so you will have a copy. This is a 
safety feature in case there is a power 
failure before the fax is forwarded or a 
problem at the receiving machine. The 
machine can store faxes up to 60 hours if 
there is a power failure.
 
Document jamsC
If the document is jammed, follow the steps 
below.
Document is jammed in the top of the 
ADF unit
C
The document may get jammed if it is not 
inserted or fed properly, or if it is too long. 
Follow the steps below to clear a document 
jam.
aTake out any paper from the ADF that is 
not jammed.
bOpen the ADF cover.
cPull the jammed document out to the 
left.
 
dClose the ADF cover.
ePress Stop/Exit.
Document is jammed under the 
document cover
C
aTake out any paper from the ADF that is 
not jammed.
bLift the document cover.
cPull the jammed document out to the 
right.
 
dClose the document cover.
ePress Stop/Exit.
Document is jammed at the output 
tray
C
aTake out any paper from the ADF that is 
not jammed.
bPull the jammed document out to the 
right.
 
cPress Stop/Exit.