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John
John, Computer Science Engineer
Category: Printers
Satisfied Customers: 5068
Experience:  CompTIA A+ & Microsoft Certified Professional with 15 years of experience repairing computers and printers.
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I cant scan to PC, brother MFC 9970CDW, PC, today, no

Customer Question

I cant scan to PC
JA: What is the machine's exact make and model? And can you guesstimate how old it is?
Customer: brother MFC 9970CDW
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: PC
JA: How long has this been an issue? What happened right before this popped up?
Customer: today
JA: Anything else you want the printer expert to know before I connect you?
Customer: no
Submitted: 1 month ago.
Category: Printers
Expert:  Viet - Printer Tech replied 1 month ago.

Hi,
I'm sorry about the issue. Is there any error or message when scanning?

Is printing currently working fine?

Do you see the Brother Utilities / ControlCenter program on your computer? If yes, what happens when you scan with it?
Do you have windows xp, vista, or 7, or 8, 10?
Can we do a remote support session, so I can troubleshoot the issue directly on your computer together with you?
Please reply at the box below. Thank you,

Customer: replied 1 month ago.
It was working pefectly fine. When I tried to scan 10 pages which I never did before, it is saying the following: NG" Poor line condition/out of memory. I checked if there is anything in the memory and it is NOT
Customer: replied 1 month ago.
we can do remote session as well if required.
Expert:  Viet - Printer Tech replied 1 month ago.

Thank you. Is the printer connected to the computer with a USB cable? Or is the connection wireless?

If you scan one page only, does it work?

Please let me know. Thank you,

Customer: replied 1 month ago.
wireless. Yes, one page is working
Expert:  Viet - Printer Tech replied 1 month ago.

Thank you. Can you please disconnect the power cord(s) from your internet modem / router device(s) for about 2 minutes, then re-connect.

- Then turn off printer, then disconnect power cord from printer for about 2 minutes, then re-connect, then turn on printer

, then wait a few minutes, then scan with 2 or 3 pages and check. Then scan with more pages, and check.

Please let me know. Thank you,

Customer: replied 1 month ago.
I did that already, it can scan up to 4 pages no issue. and I did reset modem and did restart printer.
Expert:  Viet - Printer Tech replied 1 month ago.

Sorry, do you use Fax?

Customer: replied 1 month ago.
I am trying to scan from printer to email
Expert:  Viet - Printer Tech replied 1 month ago.

Were you able to scan to to email with more than 4 pages previously?

How about scanning to (file) to PC (not through email) with more than 4 pages?

Please let me know. Thank you,

Customer: replied 1 month ago.
I need to do scanning to email not to PC. No scanning to PC will not work as it is not configured that way. I just tried to scan 5 pages and it failed again with the same error message. Out of memory
Expert:  Viet - Printer Tech replied 1 month ago.

Were you able to scan to to email with more than 4 pages previously?

If you test scanning with more than 4 pages to the computer, then email from the computer using the attachment option, does it work?

Customer: replied 1 month ago.
I need you to address scan to email issue NOT scan to PC. I repeat, when I scan 4 pages or less, it is working. No I have never tried to scan more then 4 pages previously. I tired to scan 10 pages today, and it failed. I tried to scan 5 pages and it failed. I scanned 4 pages and it works perfectly!
Expert:  Viet - Printer Tech replied 1 month ago.

Yes, I know the situation; I'm just trying to confirm if your email can handle large attachment file. That's why I asked to scan more than 4 pages to PC first, and email on the computer and see it can send email attachment with more than 4 scanned pages. Thank you,

Expert:  Viet - Printer Tech replied 1 month ago.

What email do you use, such as Hotmail, Yahoo, Gmail, AOL, etc.?

When you scan 10 pages to the PC, what's the size of that scanned file?

Customer: replied 1 month ago.
4 pages is 5.7mb. I use gmail. and I also tried to use company email the same result.
Expert:  Viet - Printer Tech replied 1 month ago.

Hmm, the size looks good. I'm sorry, I'm out of ideas, so let me open the issue to other experts. Please do not wait; you will get an email when there is another response from another expert. Thank you for your patience,

Customer: replied 1 month ago.
How do I reset memory on printer??
Expert:  Bhavik Joshi replied 1 month ago.

I think, Here is the solution to your problem :-

http://support.brother.com/g/b/faqend.aspx?c=nz&lang=en&prod=mfcj470dw_us_eu_as&faqid=faq00002690_001

Please let me know how it goes.

Expert:  Bhavik Joshi replied 1 month ago.

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