How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask Robert M. Your Own Question
Robert M.
Robert M., Consultant
Category: Printers
Satisfied Customers: 8999
Experience:  30+ yrs. experience in NYC computer industry working with PC and networks, banks, brokerage, legal etc.
23372949
Type Your Printers Question Here...
Robert M. is online now
A new question is answered every 9 seconds

Trouble with brother mfc-6490cw printer no longer working

Customer Question

Customer: trouble with brother mfc-6490cw printer no longer working with wireless network
JA: Thanks. Can you give me any more details about your issue?
Customer: I'm getting message that it's offline
JA: OK got it. Last thing — JustAnswer charges a fee (generally around $18) to post your type of question to Printers Experts (you only pay if satisfied). There are a couple customers ahead of you. Are you willing to wait a bit?
Customer: in a hurry
JA: OK. Now I'm going to take you to a page to place a secure deposit with JustAnswer. Don't worry, this chat is saved. After that, we will finish helping you.
Submitted: 1 year ago.
Category: Printers
Customer: replied 1 year ago.
computer says printer is off line
Expert:  Robert M. replied 1 year ago.

there are 2 phases of connecting a printer by wifi

first it has to be connected to the wifi and receive an ip address

then you have to install it on the computer with that ip address.

when they go wrong it can be either of those things that are broken. either it is not connected to the wifi at all or it is connected with a different ip than the computer thinks it is on.

if you are on a windows computer please go to the devices and printers folder and hit the add printer button. let it scan the network and see if it can find the printer. if it does than you can just say next next next to install it. You will wind up with 2 printers in the folder with the same name. one will work the other one you can right click and remove

if it does not find it on a scan than the printer is not not connected to the wifi network. You have to go through the printer menu under networking and select your router and put in the wpa passkey the same way that you did when you first bought it. Then you can do the step above again and it should find the printer.

Customer: replied 1 year ago.
I'm on mac
Customer: replied 1 year ago.
Always just connected automatically
Customer: replied 1 year ago.
Now I've messed up printer by trying so many different things
Customer: replied 1 year ago.
Last was factory rrset
Customer: replied 1 year ago.
Now I need help setting up properly
Expert:  Robert M. replied 1 year ago.

than you definately have to get it back on the wifi network first.

it should be pretty straightforward on the printer menu if you know the router name and passkey

after that on the mac you go to the apple menu / preferences / printers

on the bottom left will be a little plus sign

click that and it will scan the network for available printers to add and again you just follow the prompts

Customer: replied 1 year ago.
Don't know router or pass key
Customer: replied 1 year ago.
Don't recall adding that before, it just found automatically
Expert:  Robert M. replied 1 year ago.

is it wifi or with a cable ?

Customer: replied 1 year ago.
Wi fi
Expert:  Robert M. replied 1 year ago.

does your router have any protection on it ? if you walk in off the street with a cell phone can anybody use your wifi or do they need a passkey ?

Customer: replied 1 year ago.
Password. I do know that password.
Expert:  Robert M. replied 1 year ago.

that is the one that you would need

Customer: replied 1 year ago.
how do set up? There are so many options on this
Customer: replied 1 year ago.
I need someone to guide me through
Customer: replied 1 year ago.
Top/ip
Setup wizard
Ses/wps/aoss
Wps w/pin code
Expert:  Robert M. replied 1 year ago.

the procedure is on page 32 of the guide on this page

http://download.brother.com/welcome/doc002363/mfc6490w_usaeng_qsg_LS5745001_b.pdf

i can guide you through it over the phone if you want to accept the offer. otherwise it is going to take a long time because that is an old machine before they standardized this stuff and it has 100 options

Customer: replied 1 year ago.
I could see that myself. Already tried that. I need to go. Did not solve problem.
Expert:  Robert M. replied 1 year ago.

you have to set it to WLAN not LAN

and you can use the setup wizard

it will probably be wpa though it depends how your router is setup

it probably wont do the pin code as that is an old way that was only used for a year or so before the pushbutton method replaced it.

the thing is they have to match your router.

it is probably wpa and aes

if we talk on the phone you can go over every choice and i can tell you which choice to make and you can tell me what the printer says back and we can have it working in 10 minutes

thats up to you.

Customer: replied 1 year ago.
Call(###) ###-####
Expert:  Robert M. replied 1 year ago.

i need you to accept the offer or the site wont let me call you

Customer: replied 1 year ago.
How?
Expert:  Robert M. replied 1 year ago.

there should be a pop up saying that i offered a phone call. i can put it up again

Expert:  Robert M. replied 1 year ago.

i have put it up again can you see it ?

Related Printers Questions