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John
John, Computer Science Engineer
Category: Printers
Satisfied Customers: 5075
Experience:  CompTIA A+ & Microsoft Certified Professional with 15 years of experience repairing computers and printers.
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I can print but it wont scan to file anymore just suddenly

Customer Question

I can print but it wont scan to file anymore just suddenly stopped doing it over night
JA: What is the machine's exact make and model? And can you guesstimate how old it is?
Customer: brother mfc j6520dw 1 year old
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: pc windows 7
JA: How long has this been an issue? What happened right before this popped up?
Customer: just started and nothing happened, i turned it on this morning and tried to scan documents to file the same as i was doing yesterdat
JA: Anything else you want the printer expert to know before I connect you?
Customer: No thats it
Submitted: 5 months ago.
Category: Printers
Expert:  Viet - Printer Tech replied 5 months ago.

Hi,

I'm sorry about the issue. Is there any error or message?

If you open the Brother / ControlCenter program on your computer, does it let you scan?

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 5 months ago.
when i press scan to file on the printer lcd screen it just says connecting to PC and nothing happens
Customer: replied 5 months ago.
control centre recognises the printer but wont let me scan
Customer: replied 5 months ago.
It says it cannot be found when even though its clearly already found it. For instance if i disconnect the printer the control centre screen shows it offline
Expert:  Viet - Printer Tech replied 5 months ago.

What's the error or message when using the ContolCenter?

Does it let you choose the printer name on the list at the top in the ControlCenter program?

Customer: replied 5 months ago.
it lets me choose the printer. Its the only choice there. Error msg says its cant be found cc4-202-00000008
Customer: replied 5 months ago.
If i go into control centre and into the printer i can click on scan a document and that works, but it only scans to a photo
Customer: replied 5 months ago.
Not to the file in pdf format as all the other times
Expert:  Viet - Printer Tech replied 5 months ago.

Select other option in the ControlCenter program. Thank you,

Customer: replied 5 months ago.
There is no other option
Expert:  Viet - Printer Tech replied 5 months ago.

Do you see Image option and File option in the ControlCenter program?

Customer: replied 5 months ago.
it doesnt recognise any of them when i click on them and hit scan
Expert:  Viet - Printer Tech replied 5 months ago.

Sorry, is the printer wireless? Or is the printer connected to the computer with a USB cable?

Can you uninstall / reinstall the Brother program? Or if you'd like to, I can connect remotely to your computer and fix the scanning issue directly for you. Thank you,

Customer: replied 5 months ago.
Its connected via usb cable. No i dont want a remote connection
Expert:  Viet - Printer Tech replied 5 months ago.

With remote support, you can see everything I do on the screen, and we have an A+ service rating at the Better Business Bureau website:

http://www.bbb.org/greater-san-francisco/business-reviews/professional-services-general/justanswer-in-san-francisco-ca-82403/

Remote support is quicker and easier for you as I will do all the troubleshooting steps for you, and scanning issue can be complicated. Otherwise, I will provide written instructions.

- Have you tried to do a system restore, and check?

- And/or have you tried to uninstall the Brother program, then restart, then reinstall it, and check?

Please let me know your option; we guarantee our service. Thank you,