Printer scan mode error

[Muschel]

Hi,

I have Win7 PC and LAN connections to a MFC-J615W brother printer. Fax-,Print- and copy mode are working fine.
But if I want to scan a document the error message occurs: check connention, printer could not be found etc.

I searched the internet many hours to find out the reason, no success.

Could it be, that Malwarebytes block this operation.

I'm waiting for your information and thanks in advance

(My nativer language is German....)

Muschel

 

[Malwarebytes]

***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes 3 Help forum.

 

If you are having technical issues with our Windows product, please do the following: 

Spoiler

If you haven’t already done so, please run the Malwarebytes Support Tool and then attach the logs in your next reply:

NOTE: The tools and the information obtained is safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

1. Download Malwarebytes Support Tool
2. Once the file is downloaded, open your Downloads folder/location of the downloaded file
3. Double-click mb-support-X.X.X.XXXX.exe to run the program
   • You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
4. Place a checkmark next to Accept License Agreement and click Next
5. You will be presented with a page stating, "Get Started!"
6. Click the Advanced tab on the left column
   
7. Click the Gather Logs button
   
8. A progress bar will appear and the program will proceed with getting logs from your computer
   
9. Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK
10. Please attach the file in your next reply. Before submitting your reply, be sure to enable "Notify me of replies" like so:
       

Click "Reveal Hidden Contents" below for details on how to attach a file:
 

Spoiler

To save attachments, please click the link as shown below. You can click and drag the files to this bar or you can click the choose files, then browse to where your files are located, select them and click the Open button.

 

One of our experts will be able to assist you shortly.

 

If you are having licensing issues, please do the following: 

Spoiler

For any of these issues:

• Renewals
• Refunds (including double billing)
• Cancellations
• Update Billing Info
• Multiple Transactions
• Consumer Purchases
• Transaction Receipt

Please contact our support team at https://support.malwarebytes.com/community/consumer/pages/contact-us to get help

If you need help looking up your license details, please head here: https://support.malwarebytes.com/docs/DOC-1264 

 

Thanks in advance for your patience.

-The Malwarebytes Forum Team

 

[Muschel]

Forgot the version of Malwarebytes:

[Firefox]

Just to test, what happens if you Right click the Malwarebytes Icon on the system tray and Quit Malwarebytes.  Then try to scan a document, does the issue still occur?

If you haven’t already done so, please run the Malwarebytes Support Tool and then attach the logs in your next reply:

NOTE: The tools and the information obtained is safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

1. Download Malwarebytes Support Tool
2. Once the file is downloaded, open your Downloads folder/location of the downloaded file
3. Double-click mb-support-X.X.X.XXXX.exe to run the program
   • You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
4. Place a checkmark next to Accept License Agreement and click Next
5. You will be presented with a page stating, "Get Started!"
6. Click the Advanced tab on the left column
   
7. Click the Gather Logs button
   
8. A progress bar will appear and the program will proceed with getting logs from your computer
   
9. Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK
10. Please attach the file in your next reply. Before submitting your reply, be sure to enable "Notify me of replies" like so:
       

 

Edited August 15, 2019 by Firefox

[exile360]

Greetings,

I do know of a previous issue that sounds identical to this which was resolved by installing the latest version of Malwarebytes (version 3.8.3).  The details can be found in this thread.  I would suggest first trying a clean install just to make sure that all of Malwarebytes' files and drivers get updated to the latest versions just in case it is the same issue and is being caused by one or more of its files being out of date from a previously installed version.  Instructions on doing so are listed below:

1. Download and run the Malwarebytes Support Tool
2. Accept the EULA and click Advanced tab on the left (not Start Repair)
3. Click the Clean button, and allow it to restart your system and then reinstall Malwarebytes, either by allowing the tool to do so when it offers to on restart, or by downloading and installing the latest version from here
   

Please let us know how it goes, and if the issue still persists then please provide the logs requested by Firefox above.

Thanks

[exile360]

By the way, you can test to see if it is in fact Malwarebytes causing the issue by temporarily disabling the Web Protection component in Malwarebytes to see if you are then able to use the scan function for your printer (right-click the Malwarebytes tray icon and click on Web Protection: On and click Yes when prompted by User Account Control then wait about 30 seconds to give it time to fully unload from memory and then try using your scanner to see if it now works).

Please test and let us know how it goes.

Thanks

[Firefox]

1 hour ago, exile360 said:

I do know of a previous issue that sounds identical to this which was resolved by installing the latest version of Malwarebytes (version 3.8.3).

Ummm his screen shot shows he is already on 3.8.3....

[Muschel]

Hi,

I have now connected the Printer over USB direct with the PC, no more over LAN. It shows more better.
The Printer properities includes now scan profile as well; which was missing before.

I will try tommorrow which scan tool help me to scan documents.

Will inform you of course.

Regards

 

[exile360]

3 hours ago, Firefox said:

Ummm his screen shot shows he is already on 3.8.3....

Yes, I saw that, however if the driver or some other component of Web Protection failed to be replaced during the upgrade to the latest version then it would be possible for this issue to persist even with version 3.8.3 installed.

[Firefox]

1 hour ago, exile360 said:

Yes, I saw that, however if the driver or some other component of Web Protection failed to be replaced during the upgrade to the latest version then it would be possible for this issue to persist even with version 3.8.3 installed.

Fair enough...

[Muschel]

Hi,

Last infos, without any words....

[David H. Lipman]

If I understand this correctly, you have a Brother MFC-J615W  AIO colour inkjet.   

• You tried to SCAN over IP - It failed.
• You reconnected the Brother MFC using USB.
• You then tried to SCAN over USB - It failed.

Often when you use third party software it is dependent upon a TWAIN driver.  The Brother MFC is TWAIN compliant

Usually there is a way to configure the TWAIN software to connect to its associated scanner.  Specifically identify the connection with the IP Address or via USB.

I don't have a Brother AIO in front of me but this is often a Utility in the Brother StartMenu and/or is performed with the Control Center icon in the Windows System Tray.

EDIT:

Example: 
Below is the Utility for Epson Scan Settings.  Note the choices;  Local and Network.

 

Edited August 16, 2019 by David H. Lipman
Edited for content, clarity, spelling and grammar

[exile360]

If you right-click the Malwarebytes tray icon and select Quit Malwarebytes and click Yes to the User Account Control prompt, does the scan function still not work?  If it doesn't, then this issue has nothing to do with Malwarebytes and it must be something else causing this problem.

[Muschel]

Hi,

I have used Malware support tool and attached it below.
Then looked for description of TW006, but no success.

I'm still not shure which tool shall I use for scanning documents: Paper port or Windows fax and scan.

I will now wait for your info about the .zip file. Thanks in advance !!

 

 

mbst-grab-results.zip

[David H. Lipman]

What software you use to scan an object would be dependent upon what the intention is.  As noted the Brother MFC is a TWAIN compliant All-in-One ( AIO ) so any TWAIN compliant software can be used.  If I want to scan a photo to a JPEG, I may use PhotoShop Elements or XnView.  If I am Word Processing a document I may write the document with LibreOffice Writer and then scan the object directly within the document.  If I wanted to do Optical Character Recognition ( OCR ) I may use Adobe Acrobat or PaperPort.

However, to do any of the above, the computer must be able to communicate with the scanner either over TCP/IP or USB.  It is the job of the MFC's TWAIN software to act as middle-ware in this function and it has no idea how the scanner is connected until it is told what IP Address the MFC is setup on or to use USB.  As I noted that is performed with the Control Center program and from your Desktop ScreenShot, I see it as the icon in the System Tray labeled;  CC3 ( ControlCenter3 ).

https://support.brother.com/g/s/id/htmldoc/mfc/cv_mfc9120cn/encn/html/sug/chapter3.html

 

Edited August 21, 2019 by David H. Lipman
Edited for content, clarity, spelling and grammar

[Muschel]

Hi,

First of all, it works now.
I used this file Y10A_C2-gdi-64-C1-de.exe     11,527KB to load the last driver for printer.
But no success.
THEN: I used the printer to scan to an usb-Stick and that was successfully,
removed USB-Stick and restarted the printer.
Tried to scan direct to PC and, Heureka, it  works.

Thank you very, very much for your help and patience.

Please find below the last status of printer and driver.

Kind regards

Muschel from Switzerland

 

 

 

 

 

 

[exile360]

Good, I'm glad that you finally found a solution.  If there is anything else we can help with please let us know.

Thanks

[David H. Lipman]

@Muschel

I'm glad to hear that.  Thank you for the update.