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Viet - Printer Tech
Viet - Printer Tech, Printer Technician
Category: Printers
Satisfied Customers: 35232
Experience:  Troubleshoot printers, scanners, etc.
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I cannot scan to a file now. Worked last week but not now,

This answer was rated:

I cannot scan to a file now. Worked last week but not now
JA: What is the machine's exact make and model? And can you guesstimate how old it is?
Customer: MFC J 875 DW 2013
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: pc windows 10
JA: How long has this been an issue? What happened right before this popped up?
Customer: today - ok several weeks ago
JA: Anything else you want the printer expert to know before I connect you?
Customer: no

Hello. My name is ***** ***** I will be assisting you today.

Can I remotely connect to your computer, so I can troubleshoot this issue with you?

Customer: replied 10 days ago.
Customer: replied 10 days ago.
No, can you just help me via this app. I don' think I wish to pay more
Customer: replied 10 days ago.
Are you still there or am I done and my problem remains unanswered

do you receive an error?

How is scanner plugged in, with usb cable?

do you scan from scanner or initiate from computer?

Customer: replied 10 days ago.
I receive an error that the scanner is not shown as a device. Plugged in with UsB cable and scanning from printer to pc. This has always worked before and now it does not. But I can print from the pc to the printer
Customer: replied 10 days ago.
Are you still there?
Customer: replied 10 days ago.
Cody,are you busy or are you still going to answer to the best of your abiity.

Is there scanning software you can reinstall, or try to plug into a different usb port.

Customer: replied 10 days ago.
Why would the port be an issue if I can print from the PC?

Hi,

I'm sorry about the issue. I'm another tech; I will help you with this. Since printing is working fine, then the USB cable is good; the issue is with the scanning service / software on the computer, which I can fix.

Do you see the program Brother Utilities / ControlCenter on your computer? If yes, can you use the ControlCenter program to scan?

Please reply at the box below. Thank you,

Customer: replied 10 days ago.
The PC just restarted and now the scan feature is show as another printer and it now seems to work. I think it just needed to restart as I tried many options. Thanks.

You're welcome. Great. Yes, usually, the first troubleshooting step you would try is to restart the computer. Do you need help with any other computer question / issue today?

Thank you for the update.

Also, in the future, if there is still any issue with scanning or printing, if needed, you can uninstall the Brother program, then download / reinstall it at the Brother website below:

http://support.brother.com/g/b/downloadend.aspx?c=us&lang=en&prod=mfcj875dw_us&os=10013&dlid=dlf005336_000&flang=8&type3=11

If you need help with any other computer question / issue in the future, please let me know any time. Also, can you please take a moment to rate my service by clicking on the 5-star icon at the top, then click on Submit. Thank you very much,

Viet - Printer Tech, Printer Technician
Category: Printers
Satisfied Customers: 35232
Experience: Troubleshoot printers, scanners, etc.
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