Brother MFC J6910DW User Manual

							90
The printouts are wrinkled.(Windows® users) 
In the printer driver  Advanced tab, click Color Settings , and uncheck 
Bi-Directional Printing .
(Macintosh users) 
In the printer driver, choose  Print Settings, click Advanced , choose 
Other Print Options , and uncheck Bi-Directional Printing .
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 .)
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 rollers. (See Cleaning the paper pick-up rollers
 in 
appendix A  of the Advanced User’s Guide .)
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.)
Load only one size of paper and one type of paper in the paper tray at any one 
time.
There is a paper jam. Make sure the paper length guide is set to the correct paper size. Do not extend 
the paper tray when you load A5 or smaller size paper. (See  Printer jam or paper 
jam  on page 81.)
Paper  jam  reoccurs. If there is a repeat paper jam, a small piece of paper may be stuck in the machine. 
Make sure paper is not still jammed in the machine. (See  Additional paper jam 
clear operations  on page 86.)
The paper jams when you use 
duplex copy or duplex print. Use one of the jam prevention settings, 
DX1 or DX2 . For copying, see Duplex 
(2-sided) copying  in chapter 7  of the Advanced User’s Guide ; 
for printing see  Duplex / Booklet  for Windows
® or Duplex Printing  for Macintosh in 
the Software Users Guide .
If paper jams often when using duplex copy or duplex print, the paper feed rollers 
may be stained with ink. Clean the paper feed rollers. (See  Cleaning the paper 
feed rollers  in appendix A  of the Advanced Users Guide .)
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.)
Machine does not print from 
Adobe
® Illustrator®. Try to reduce the print resolution. (See 
Printing for Windows
® or Printing and 
Faxing  for Macintosh in the  Software User’s Guide .)
Printing (continued)
DifficultySuggestions
 
						

							Troubleshooting91
B
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 65.)
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  in chapter 4 of the 
Advanced User’s Guide .)
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 the 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. Then lift the external telephone’s handset 
and 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 Receive Mode for your setup. 
(See 
Choose the correct Receive Mode on page 35.) 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.
 
						

							92
Receiving Faxes
DifficultySuggestions
Cannot receive a fax. Make sure your machine has a dial tone by pressing the  Hook key. If you hear 
static or interference on your fax line, please contact your local telephone 
company.
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. 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  Choose the correct Receive Mode  on page 35.)
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  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 the line with a Voice Mail subscriber service, 
please see  Voice Mail on page 42.
If your Brother machine is on a line with the Distinctive Ring subscriber service, 
please see  Distinctive Ring  on page 43.
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 pseudo/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  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 Receive Mode is set to Fax Only or Fax/Tel , reduce the Ring Delay 
to 1 ring. (See Ring Delay  on page 38.)
 If the Receive Mode is set to  External TAD, reduce the number of rings 
programmed on your answering machine to 2.
 If the Receive 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.
 
						

							Troubleshooting93
B
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 (telephone answering device)  
on page 45.)
1 Plug the telephone line cord directly from the wall telephone jack to your  Brother machine’s LINE jack.
2 Remove the protective cap from your Brother machine’s EXT. jack, and then  plug the telephone line cord from your answering machine into the EXT. jack.
3 Set your answering machine to answer within 4 rings.  If you are having problems receiving faxes or voice messages, set your 
answering machine to answer within 2 or 3 rings.
4 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 Fax Receive Code for people 
sending manual faxes. For example: “After the beep, leave a message or 
press  l51  and  Start  to send a fax.”
5 Set your answering machine to answer calls.
6 Set your Brother machine’s Receive Mode to  External TAD. (See Choose 
the correct Receive Mode on page 35.)
Make sure your Brother machine’s Easy Receive feature is turned On. Easy 
Receive is a feature that allows you to receive a fax even if you have answered 
the call on an external or extension telephone. (See  Easy Receive on page 39.)
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 / VoIP  on page 98.)   
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.
Ask the other party to check that the receiving machine has paper.
Print the Transmission Verification Report and check for an error. (See  Reports in 
chapter 6  of the Advanced User’s Guide .)
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  in 
chapter 4  of the Advanced User’s Guide ), print fax messages in memory (see 
Printing a fax from the memory  in chapter 4  of the Advanced User’s Guide ) or cancel 
a Delayed Fax or Polling Job. (see 
Canceling a fax in progress  on page 33 and 
Checking and canceling waiting jobs  in chapter 3  of the Advanced User’s 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 menu setting of Compatibility to  Basic(for VoIP). 
(See  Telephone line interference / VoIP  on page 98.)
Receiving Faxes (continued)
DifficultySuggestions
 
						

							94
Sent faxes are blank.Make sure you are loading the document properly. (See  Loading documents 
on page 28.)
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 67.)
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 67.)
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 39.)
Sending a fax call to the machine. If you answered on an extension telephone, press your Fax Receive Code (the  factory setting is l51). If you answered on the 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 (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.
Poor copy results when using the 
ADF. Try using the scanner glass. (See 
Using the scanner glass on page 29.)
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 67.)
Copies are blank. Make sure you are loading the document properly. (See  Loading documents 
on page 28.)
Fit to Page does not work properly. Make sure the document is not skewed on the scanner glass. 
Reposition the document and try again.
Sending Faxes (continued)
DifficultySuggestions
 
						

							Troubleshooting95
B
Scanning Difficulties
DifficultySuggestions
TWAIN or WIA errors appear when 
starting to scan. (Windows
®) Make sure the Brother TWAIN or WIA driver is chosen as the primary source in 
your scanning application. For example, in PaperPort12SE with OCR, click 
File, 
Scan or Get Photo  and click Select to choose the Brother TWAIN/WIA driver.
TWAIN or ICA errors appear when 
starting to scan. (Macintosh) Make sure the Brother TWAIN driver is chosen as the primary source. 
In PageManager, click 
File, Select Source  and choose the Brother TWAIN driver. 
Mac OS X 10.6.x users can also scan documents using the ICA Scanner Driver. 
See  Scanning a document using the ICA driver (Mac OS X 10.6.x)  in the Software 
User’s Guide .
Poor scanning results when using 
the ADF. Try using the scanner glass. (See 
Using the scanner glass on page 29.)
OCR does not work. Try increasing the scanner resolution.
(Macintosh users)
Make sure you have finished downloading and installing Presto! PageManager 
from: 
http://nj.newsoft.com.tw/download/brother/PM9SEInstaller_BR_multilang.dmg
Software Difficulties
DifficultySuggestions
Cannot install software or print. (Windows
® users only) 
Run the  Repair MFL-Pro Suite  program on the Installation 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 Installation 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.
 
						

							96
PhotoCapture Center™ Difficulties
DifficultySuggestions
Removable Disk does not work 
properly. 1 If you are using Windows
® 2000, 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 Installation 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  and Cropping  in chapter 8  of the Advanced User’s Guide .)
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 in chapter 6  of the Advanced 
User’s Guide .) 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.) 
 
						

							Troubleshooting97
B
The network scanning feature does 
not work. (Windows® users)
It is necessary to configure the third-party Security/Firewall Software to allow 
Network scanning. To add port 54925 for Network scanning, enter the information 
below:
In Name: Enter any description, for example Brother NetScan.
In Port number: Enter 54925.
In Protocol: UDP is selected.
Please refer to the instruction manual that came with your third-party 
Security/Firewall Software or contact the software manufacturer.
(Macintosh users)
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.
The network PC-Fax Receive 
feature does not work. (Windows
® users only)
It is necessary to set the third-party Security/Firewall Software to allow PC-FAX 
Rx. To add port 54926 for Network PC-FAX Rx, enter the information below:
In Name: Enter any description, for example Brother PC-FAX Rx.
In Port number: Enter 54926.
In Protocol: UDP is selected.
Please refer to the instruction manual that came with your third-party 
Security/Firewall Software or contact the software manufacturer.
The Brother software cannot be 
installed. (Windows
® users)
If the Security Software warning appears on the PC screen during the installation, 
change the Security Software settings to permit the Brother product setup 
program or other program to run.
(Macintosh users)
If you are using a firewall function of anti-spyware or antivirus security software, 
temporarily disable it and then install the Brother software.
Cannot connect to wireless 
network. Investigate the problem using the WLAN Report
. 
Press  MENU, and then press a orb to display  Print Reports . Press 
Print Reports . Press aor b to display  WLAN Report , and then press 
WLAN Report . 
For details, see the  Network User’s Guide .
Reset the network settings. Press  MENU, and then press a orb to display  Network. Press  Network. Press 
a or b to display  Network Reset , and then press Network Reset . 
For details, see the  Network User’s Guide .
Touchscreen Difficulties
DifficultySuggestions
The dial pad does not work when 
entering numbers or characters. Use the touchscreen buttons to enter information.
Network Difficulties (continued)
DifficultySuggestions
 
						

							98
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 
interference / VoIPB
If you are having problems sending or 
receiving a fax due to possible interference 
on the telephone line, we recommend that 
you change the modem speed to minimize 
errors in fax operations.
aPress MENU.
bPress aor b to display 
Initial Setup .
cPress Initial Setup .
dPress aor b to display 
Compatibility .
ePress Compatibility .
fPress High,  Normal or 
Basic(for VoIP) .
 Basic(for VoIP)  reduces the 
modem speed to 9,600 bps and 
turns off color fax receiving and 
ECM, except for color fax sending. 
Unless interference is a recurring 
problem on your telephone line, you 
may prefer to use it only when 
needed.
To improve compatibility with most 
VoIP services, Brother recommends 
changing the compatibility setting to 
Basic(for VoIP) .
 Normal sets the modem speed at 
14,400 bps.
 High increases the modem speed to 
33,600 bps. (factory setting)
gPress  Stop/Exit .
Note
VoIP (Voice over IP) is a type of phone 
system that uses an internet connection, 
rather than a traditional phone line.
 
 
						

							Troubleshooting99
B
Machine InformationB
Checking the serial numberB
You can see the machine’s serial number on 
the LCD.
aPress MENU.
bPress aor b to display 
Machine Info.
cPress  Machine Info.
dPress Stop/Exit .
Reset functionsB
The following reset functions are available:
1Network
You can reset the print server back to its 
default factory settings, such as the 
password and IP address information.
2 Speed Dial&Fax
Speed Dial & Fax resets the following 
settings:
 Speed Dial
(Speed-Dial and Setup Groups)
 Programmed fax jobs in the memory
(Polled Transmit, Delayed Fax and 
Delayed Batch Transmission)
 Station ID
(Name and Number)
 Remote Fax Options
(Fax Forwarding and Paging)
 Report settings
(Transmission Verification Report, 
Quick Dial List and Fax Journal)
 History
(Caller ID history and Outgoing Call)
 Faxes in memory 3
All Settings
You can restore all settings to their factory 
defaults.
Brother strongly recommends you use this 
operation when you dispose of the 
machine.
Note
Unplug the interface cable before you 
choose  Network  or All Settings .
 
How to reset the machineB
aPress MENU.
bPress aor b to display 
Initial Setup .
cPress Initial Setup .
dPress a or  b to display  Reset.
ePress Reset.
fPress the type of reset you want to use.
gPress Yes to confirm.
hPress Yes for 2 seconds to reboot the 
machine.