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arsufi2002
arsufi2002, Computer Support Specialist
Category: Computer
Satisfied Customers: 1348
Experience:  MCSE, RHCE, IBM System X Server Certified
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My Brother MFC-J5910 DW printer is switched on, is the default

Resolved Question:

My Brother MFC-J5910 DW printer is switched on, is the default printer, is online, has paper & ink, shows no error message, but will not print. Went through troubleshooting procedure, all satisfactory.
Submitted: 3 years ago.
Category: Computer
Expert:  arsufi2002 replied 3 years ago.

arsufi2002 :

Hi,

arsufi2002 :

My name is***** look forward to assisting you today with your question and providing the best answer possible.

Please save this page to favorites( ctrl + d) so that you can reconnect in case you disconnect or for later session.

arsufi2002 :

By the way, can you able to take test print right from printer?

arsufi2002 :

If you haven't checked, please do that, so that we can confirm there is no issue with printer hardware(Printing Mechanism)

arsufi2002 :

Here's the procedure to take test print from printer

arsufi2002 :

1: From Printer Control Panel > click INK

arsufi2002 :

2: Click Printer Quality button > This starts a test print

arsufi2002 :

Note: Make sure printer has paper on feeder

arsufi2002 :

Please let me know the status

Customer:

That is something else I have tried. Test page does not print. Status "error in printing". Printer does have paper.

arsufi2002 :

Any specific error codes

Customer:

No.

arsufi2002 :

does error shows on printer control panel

Customer:

No. No error messages on printer control panel.

arsufi2002 :

Does "error in printing" message shows in printer control panel

arsufi2002 :

Does "error in printing" message shows in printer control panel?

Customer:

I just answered that, or so I thought! No, there are no error messages on the printer control panel.

arsufi2002 :

ok

arsufi2002 :

Can you do this procedure once more

arsufi2002 :

Do this on Printer Control Panel

arsufi2002 :

1: From Printer Control Panel > click INK





2: Click Printer Quality button > A test print starts now



arsufi2002 :

Please do it

arsufi2002 :

(I am just checking for any error from printer)

Customer:

Yes! The test page printed out OK! Will the printer now print my other jobs?

arsufi2002 :

Fine

arsufi2002 :

Now tell, how's the printer connected? (wired / wireless / USB)

Customer:

Wired to computer USB port. Just tried again to print the email I was trying to print in the first place, but it wouldn't print that.

arsufi2002 :

ok, i will help

arsufi2002 :

Please do this on your computer

arsufi2002 :

1: Remove Printer USB cable from computer

Customer:

OK, done that.

arsufi2002 :

2: Click Start > Control Panel > Device and Printers

arsufi2002 :

3: on Device and Printers section, how many printer icons you see there

Customer:

OK, done that (as I have several times previously this morning)

arsufi2002 :

How many brother printers you see there

arsufi2002 :

i mean on Device and Printers section

arsufi2002 :

(My intention is to delete/remove all printer icons from Device and Printers section)

Customer:

There are two. The other entry is for a Brother DCP-8020 which I no longer have.

arsufi2002 :

To remove printers

arsufi2002 :

Remove bother printer icons then

Customer:

No, now there is one. I have succeeded in deleting the old one, which I had tried to do previously without success.

arsufi2002 :

Delete that one also

arsufi2002 :

There should not any printer icons

arsufi2002 :

Please let me know when you have done this

Customer:

Done that (at second attempt). No Brother icons now.

arsufi2002 :

Fine

arsufi2002 :

Now Turn on printer if it off, then connect USB cable to computer

arsufi2002 :

Check computer detects printer

arsufi2002 :

If it detects, it will install driver automatically and you can see a new brother printer icon on Device and Printers section

Customer:

How do I do that? Nothing showing at the moment.

arsufi2002 :

Make sure there is no USB loose connection from printer side

Customer:

There is one now, but it's for the old DCP-8020 which I haven't got!

arsufi2002 :

You don't need that since you aren't using now

arsufi2002 :

Is that your brother printer icon

arsufi2002 :

I mean the one which shows now

Customer:

Checked cable connection at printer end, it's OK

Customer:

As I said, it's the old one! Shall I now delete it?

arsufi2002 :

fine you may delete it

Customer:

OK, deleted it.

arsufi2002 :

Once again, remove Printer usb cable and reconenct

arsufi2002 :

Check if it shows printer icon on Device and Printers section

Customer:

No. No Brother printer showing now.

arsufi2002 :

Since you have connected printer via USB, the printer should detect it

arsufi2002 :

Is computer atleast detect the printer?

Customer:

Nothing shows in Devices & Printers screen. Is there any other way I can check?

arsufi2002 :

Open Device Manager

arsufi2002 :

See if it shows any yellow exclamation or question mark on any devices on Device Manager

Customer:

Where do I find Device Manager? Can't see it on Control Panel.

arsufi2002 :

Click Start > On search window type devmgmt.msc press enter key

arsufi2002 :

This opens device manager window

arsufi2002 :

See if it shows any yellow exclamation or question mark on any devices

arsufi2002 :

Also check shows printer on Printers section

Customer:

Found it. No yellow exclamation or question marks showing. Have just transferred this page to second screen so that I can more easily carry out your instructions on first one.

Customer:

Both Brother printers have now reappeared on Printers section, both with exclamation marks on yellow triangles.

arsufi2002 :

Now, I should say either you have a bad USB cable or Faulty USB port which is on printer

Customer:

Hang on a minute, I'll see if I can find another of those cables.

arsufi2002 :

I saw your last message

arsufi2002 :

Since it has exclamation mark, You may just reinstall printer software

arsufi2002 :

Hope that would solve issue

arsufi2002 :

Please do it

arsufi2002 :

(This is what we need. Windows should detect printer. Now it has detected but have yellow mark which means it doesn't have correct driver. Re-installing printer software would probably solve issue )

arsufi2002 :

Lets see

arsufi2002 :

Hope you are installing printer driver

Customer:

Answering your previous message, I have found another cable and am using it, but it's too short to lie in the channel designed for it in the printer. Checking for printer software on CD or DVD but can't find it for this printer. Is there anywhere else from which I can install it?

arsufi2002 :

Please wait

arsufi2002 :

Is windows 7 32 bit or 64 bit?

Customer:

64 bit.

arsufi2002 :

Find it here

arsufi2002 :

Download and install Full Driver Package

Customer:

I'll do that & get back to you. Thanks very much for the link.

arsufi2002 :

ok Thanks

Customer:

I tried that and went through all the procedure but it ended up saying "software was not successfully installed". Just started downloading it again (not sure if this is necessary) Devices & printers does not show MCW printer, does show old 8020 again (can I get rid of that one permanently?) and also shows "Unknown Device" with yellow exclamation mark.

Customer:

Could someone please ask arsufi2002 if he can come back online here?

Customer:

Hello! Is anyone there?

Customer:

Signing off now, having successfully installed software on second attempt. Please thank arsufi2002 for his invaluable help.

Customer:

Closing down now, can't stay on this page any longer, I won't be able to rate arsufi2002 unless he gets in touch with me again.

arsufi2002 :

Hi

arsufi2002 :

Are you there

arsufi2002 :

I am sorry, had a power failure.

arsufi2002 :

I was not able to connect you

arsufi2002 :

Good, you managed to install the driver software.

arsufi2002 :

But i don't know whether issue has resolved or not.

arsufi2002 :

Would you please update

arsufi2002 :

status

Customer:

Hi, arsufi2002. Thank you for the great job you did helping me this morning. I managed to install the software on my second attempt, and the printer is now working again. So yes, the issue is resolved.

arsufi2002 and 2 other Computer Specialists are ready to help you
Customer: replied 3 years ago.

Re your email this morning (15th), I have done all those things. Thank you again.


 


Jack.