Brother DS-820W DS-920DW 12 Troubleshooting, Error messages and Error codes

12 Troubleshooting

IMPORTANT

For technical help, you must contact the Customer Service center in the country where you bought the scanner. For more information, see For customer service on page 80. Calls must be made from within that country.

If you think there is a problem with your scanner, check the chart below and follow the suggestions.

Most problems can be easily resolved by yourself. If you need additional help, go to the Brother Solutions Center at http://solutions.brother.com/ for more FAQs and troubleshooting tips.

Using non-Brother supplies may affect scan quality, hardware performance and product reliability.

Error messages and Error codes

Error messages

Error message	Cause	Action
Driver busy	The scanning application in use	Press and hold the Power button to
	crashed or the scanner driver is	turn off the scanner, and press the
	locked with administrator rights.	Power button to turn on it. Then
		launch the application again.
A document is jammed. Please open	A document is jammed.	Open the top cover and remove the
the top cover and remove the		document by pulling it forward, then
jammed paper by pulling it forward,		close the top cover.
then try again.
The cover of the manual document	Your scanner’s top cover is open	Close the top cover and start scan-
feeder is open.	when scanning starts.	ning again.	12
No paper in the manual document	No document is set in the feeder slot.	Set your document in the feeder slot
feeder		and start scanning again.
Cannot find the scanner.	Your scanner is not connected to	Confirm that the Micro USB Cable
	your computer.	connecting the scanner to the com-
		puter is properly connected.
	Your scanner is not turned on.	Press the Power button to turn on
		the scanner.
Operation system return error	Your Operating System cannot rec-	„ Confirm that the Micro USB Cable
	ognize your scanner.	connecting the scanner to the
		computer is properly connected.
		„ Restart the computer.

66