FAQ: Unable to scan from a Windows computer

**Ensure that there are no error messages on the Brother device. If there is an error on the Brother device, the error will need to be resolved by following the steps in the User Guide for your model. Click here to find your user manual

** Before completing the steps below, restart the computer, the Brother device and your wireless router/wireless range extenders if you are printing through a network. Wait 2 minutes after restarting the devices, then try scanning.

**If you are connected to a VPN, you will need to disable the VPN connection to be able to print over a network.

 

Step 1: Check to ensure that the Brother drivers and software have been installed on the computer

Open the Brother Utilities icon on the desktop, make sure that your model is listed in the Model drop down list. If your model is installed on a network it should have LAN at the end of the model name.

If your model is not listed in the Model drop down, or you do not have Brother Utilities installed on the computer, download and install the Driver and Software Package from our website.

If the Correct Brother model is installed for the connection type that you are using, continue to Step 2.

 

Step 2: Scan from the Brother Control Center 4 software on the computer

Within Brother Utilities, select the model from the Model drop down list then Click Scan>Control Center 4. Select a Scan option such as File or Image and then Scan to start the scan.

If you can scan from the Control Centre 4 software but are not able to scan directly from the machine, continue to Step 6.

If you are able to scan from the Control Center 4 software, the drivers are installed and functioning correctly. You can close this file and use the scanner.

If you are not able to scan from Control Center 4, continue to Step 3.

 

Step 3: Scan from Windows Fax and Scan

Press the Windows key + R on your keyboard, type wfs into the box and press OK.

Windows Fax and scan will open, press New Scan at the top.

If you are able to scan from Windows Fax and Scan, continue to Step 5.

If you are not able to scan from Windows Fax and Scan, continue to Step 4

 

Step 4: Browse for the scanner on the network/Connect USB cable

If connected via a Network:

1. Open Scanner Properties (How to open scanner properties)

2. The Network Scanner Properties dialogue box appears. Click the Network Setting tab and choose Specify your machine by name and click Browse.

3. Choose the Brother machine you want to use and click OK.

4. Click OK to close the scanner properties.

If you do not see your model in the list after refreshing, it is likely that the Brother device is not connected to the network. Consult the FAQ’s and Manuals here at our support website for connecting your Brother device to the network:

 

If connected via USB:

Ensure that the USB cable is connected correctly at both ends.

Try connecting the USB cable to a different USB port on the computer (it should be connected directly to the computer, do not connect it through a USB hub or extension cable).

Try scanning from Control Center 4 again. If you are able to scan from the Control Center 4 software you can close this file and use the scanner.

If you are not able to scan from Control Center 4, continue to Step 5.

 

Step 5: Delete the TWAIN temporary files

Navigate to the folder path below. Note that you may need to show the hidden files and folders:

C:\Users\(User-Name)\AppData\Local\Temp

Delete the following 4 files:
TWAIN.LOG
Twain001.Mtx
Twunk001.MTX
Twunk002.MTX

If “AppData” folder does not appear please see below to Show Hidden Files and Folder

Click on the VIEW menu and select the option for Hidden items.

Once the files have been deleted, empty the recycling bin and then restart the computer. Then try scanning from Control Center 4 again.

If you are able to scan from the Control Center 4 software you can close this file and use the scanner.

If you are not able to scan from Control Center 4, continue to Step 6.

 

Step 6: Disable security software and ensure Windows is set to a Private Network

Temporarily disable all security software and firewalls on the computer. Icons for security software can typically be found at the lower right corner of your computer screen. Right click the icon and select Disable, Turn Off, Pause Protection etc.

Then open the Control Panel>Network and Internet>Network and Sharing Center. Your network type will be listed on the left. It will either be Private, Public or Domain.

If it is set to Public, follow the steps here on the Microsoft website to change it to Private.

Try scanning from Control Center 4 as well as from the machine directly.

If you are able to scan from the Control Center 4 software and from the machine you can close this file and use the scanner.

If you are still not able to scan from Control Center 4 or directly from the machine continue to Step 7.

 

Step 7: Uninstall and Reinstall the Driver and Software Package

Open the Brother Utilities icon on your desktop. Select your model from the Model drop down list at the top and then select Tools>Uninstall.

Restart the computer after the uninstall has completed and then download and install the Driver and Software Package for your model.

Restart the computer after the installation completes and then try scanning from the Control Center 4 software, or directly from the machine again.