Answers to your most asked questions

We have put together a list and some simple step-by-step videos to answer some of the most common questions we get asked.

Setting up your printer for the first time?

  1. If you have a computer and want to print from it, you will need to install some Brother Software as part of the process.

    2. To install the printer drivers and software for your PC, Mac, Laptop, just follow the steps in our ‘how to’ video.

  2. I need to set up Wi-Fi on my printer. How do I connect my Brother printer to my Wi-Fi network?

    3. Just follow the steps in our 'how to' video.

  3. The ‘Install Starter Inks’ message is on display. What do I do?

    4. The Install Starter Ink message will appear if the first ink cartridge you install, is not a cartridge that came with the machine. To clear the message follow these steps.

Wi-Fi questions

  1. My printer Wi-Fi connection has dropped off. What do I do?

    2. Need to reset the Wi-Fi on your printer? Find out how by watching our ‘how to’ video.

  2. My Brother printer is connected wirelessly but it is saying offline on my computer. How do I fix it?

    3. This is normally caused by the Wi-Fi router dropping the printer off the network. To resolve this please switch off the power to your Wi-Fi router for at least 5 minutes and then turn it back on. If this doesn’t resolve your issue, please contact the Brother Helpdesk.

Smart device printing

  1. I want to print from smart phone or tablet. How do I do this?
    • All you need to do is install our iPrint&Scan app. Follow the steps in our short ‘how to’ video.
    • You can also use our NFC technology to print straight from your smart device. This is perfect when you don’t have a Wi-Fi connection. Just follow the steps in our ‘how to’ video.
  2. How to print from an Apple device running IOS: PDF download (174KB)
  3. How to print directly from Android devices: Watch short video here.

Printouts are not perfect

Paper jams and scanning

  1. I have a paper jam, how do I fix it?

    2. Basic steps to fix a paper jam:

    1. Turn off your printer to avoid any damage.
    2. Open all accessible covers (front, back, and paper tray areas).
    3. Gently remove any jammed paper - pull slowly to avoid tearing.
    4. Check for small scraps of paper left inside, especially near rollers.
    5. Reload the paper tray with clean, properly aligned paper.
    6. Close all covers securely and turn the printer back on.
    7. If the jam keeps happening, check your printer’s manual or search your model on our support website

    If you have a laser device follow this link to the support site

    If you have an inkjet device follow this link to the support site

  2. My machine is printing OK but will not scan – how can I get it to scan too?

    3. If you are using Windows please click here to find the steps you need to follow.

    If you are using a Mac please click here to find the steps you need to follow.

Replacing inks/toners and drums

  1. The replace inks message is still showing even after I have replaced the ink cartridges. What do I do?

    2. If a replacement ink cartridge is not installed correctly, this may occur. To resolve this click here and follow the steps.

  2. The replacement toner message is still showing even after I have replaced the toner. What do I do?

    3. There are a couple of reasons this message might appear. Follow this link and follow the steps Replace toner message remains even after the cartridge has been replaced.

  3. I am getting a "Replace drum" message. How do I do this?

Problems printing or scanning using Windows 10/11 ARM processor?

Warranty Questions