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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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MFC-L2740DWIs in lockout mode. How do we clear it? Brother

Customer Question

MFC-L2740DWIs in lockout mode. How do we clear it?
JA: What's the make/model number of your printer? How old is it?
Customer: Brother MFC-L2740DW
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: PC, Windows Microsoft
JA: How long has this been an issue? What happened right before this popped up?
Customer: Thursday last week. Scanner quit working, said error now lock out this week.
JA: Anything else you want the printer expert to know before I connect you?
Customer: Not so concerned about scanner as unlocking unit so I can print to copier.
Submitted: 15 days ago.
Category: Printers
Expert:  Seth Merrick explains replied 15 days ago.

Hi, thanks for contacting JustAnswer!

I'm Seth, a technology expert with 10 years of experience.

Please give me a few minutes to review your notes.

Expert:  Seth Merrick explains replied 15 days ago.

BTW, while I'm researching this issue- Do you happen to have the serial# ***** the device? This will let me check its warranty status -- I'd like to ensure we have as many options open to us as possible.

Customer: replied 15 days ago.
U63889B6N296156
Expert:  Seth Merrick explains replied 15 days ago.

Thanks so much -- just a minute.

Expert:  Seth Merrick explains replied 15 days ago.

OK- and is the error appearing on your computer, or on the printer's own LCD display itself?

Customer: replied 15 days ago.
Just copier
Expert:  Seth Merrick explains replied 15 days ago.

All right -- so no errors, at all, have come up on your computer?

Customer: replied 15 days ago.
Only if I try to print from the computer it says something. Don't remember exactly what it said.
Expert:  Seth Merrick explains replied 15 days ago.

1) Would you be willing to try that again, and take a screenshot, so we can get the exact error message?

This will be helpful in troubleshooting.

2)

And -- forgive me -- I realize you said lockout mode, but I'm wanting to know:

Can you possibly take a picture of the printer's own LCD screen error message with a smartphone, and share it with me here?

Both of these -- both the error on the computer, and the error on the printer/scanner itself -- will aid me in troubleshooting the issue.

Customer: replied 15 days ago.
I have taken a pic. How do I send to you?
Expert:  Seth Merrick explains replied 15 days ago.

If you see a little "paper clip" icon in our chat window, you should be able to attach it here.

Or -- if it's easier -- you can just email it to me directly:

***@******.***
Expert:  Seth Merrick explains replied 15 days ago.

Thanks so much!

I just saw your email.

OK- can you try powering off the printer/copier completely, unplug it, wait 3 minutes, and then plug it back in again? I realize this is basic, but it will help us troubleshoot the issue.

Customer: replied 15 days ago.
I sent it, did you not get it? The computer screen just says computer is off line.
Expert:  Seth Merrick explains replied 15 days ago.

Hi- yes, I saw your email; this is helpful.

So-- to clear the lockout mode, have you already tried powering off the PRINTER completely, unplugging its power cord, and then plugging it back in and powering it on again?

Customer: replied 15 days ago.
I'll have to check with the boss.
Expert:  Seth Merrick explains replied 15 days ago.

OK, understood. Either way, please keep me posted, and we'll look at the next troubleshooting step.