Frequently Asked Questions

We’ve been made aware of several customers who have been offered technical help by the ‘Brother Printer Support NZ’ website. This is NOT an official Brother website or sanctioned Brother repair agent.

If you require technical help, please click here to locate your nearest Brother Technical Service Provider. Or you can call our NZ based Helpdesk 24/7 on 0800 329 111.

Please also note that our Helpdesk team will never ask you for your bank account details over the phone.

1. Install Starter Inks message
This message appears if you didn’t use the ink cartridges that came with your printer. Please use the inks that came with your machine first.
To clear it, follow the steps in your manual or on our support site follow these steps.

2. Connecting to Wi-Fi

How do I connect my brother printer to my Wi-Fi network?

Just search your printer on our support page or watch our ‘how to’ video.

3. Installing drivers and software

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

To install the printer drivers and software for your PC, Mac, Laptop, just search your printer on our support page or watch our 'how to' video.

4. Install and add the full printer software on your Apple device
For instructions on installing and adding the full printer software on an Apple system, click here.

1. My printer Wi-Fi connection has dropped off. What do I do?
You need to reset the Wi-Fi on your printer. Find out how by searching your printer on our support page or watch our 60 second ‘how to’ video. 

2. My printer is connected to Wi-Fi but shows as offline on my computer. How do I fix it? 
This usually means your Wi-Fi router dropped the printer from the network.
Try turning your router off for at least 5 minutes, then turn it back on.
If that doesn’t fix it, please contact our Brother Helpdesk.

I want to print from smart phone or tablet. How do I do this? 

Using the iPrint&Scan app / Mobile Connect App

All you need to do is install our iPrint&Scan app or Mobile connect app. Just search your printer on our support page or watch our ‘how to’ video. 

Using NFC (no Wi-Fi needed)
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 search your printer on our support page or watch our ‘how to’ video. 

AirPrint from Apple devices (iOS)
For instructions on air printing from an apple device running IOS. Click here

Android devices 

For instructions on printing direct from Android devices please see here

My printed documents or photos are not perfect, with missing colours or lines on my page.

If your printed pages have missing colours or lines, your printer may need cleaning.

Inkjet printers: just search your printer on our support page or watch our ‘how to’ video.
Laser printers: just search your printer on our support page or watch our ‘how to’ video.

If your computer uses a Windows ARM processor (like Snapdragon), here’s what you need to know:

You must use the built-in printer and scanner drivers included with Windows.
These drivers support basic functions, but some features may not be available.
Brother’s original drivers and software (from disc or download) are not supported on ARM devices.

How to check if your computer uses an ARM processor:
Click Start → Settings → System → About
Under Device Specifications, look for the Processor type

Please see this link here on how to connect your printer.

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.

If the jam keeps happening, check your printer’s manual or search your model on our support page for more help.

If you have a laser device, click here.
If you have an inkjet device, click here.

My printer works, but it won’t scan

If your printer won’t scan, it could be due to missing or corrupted drivers - especially after an operating system update.

For Windows:
Try uninstalling and reinstalling the printer drivers to restore scanning.
You can find the correct drivers by searching your printer model on our support page.

1. To uninstall your printer drivers, please see this link here

2. Once uninstalled, please install the drivers following this video here

3. Once the drivers are installed, please follow this video here on how to use iprint and scan (scanning software)

For Mac:
Try scanning using the Brother iPrint&Scan (available from the app store) or your device’s built-in tool like Image Capture.

Ink cartridges
If the “Replace Ink” message is still showing after you’ve installed new cartridges, they may not be seated correctly. click here and follow the steps to fix it.

Toner cartridges
If the “Replace Toner” message won’t go away, there could be a few reasons. Please follow the links below to troubleshoot further:

Mono laser

Colour Laser

Drum unit
If you see a “Replace Drum” message, follow the instructions based on your printer type:
a) HLL Print Only
b) MFC Laser

If these instructions don't apply to your machine, try searching for your model here, then search for 'drum' in the FAQs & Troubleshooting section.

What does this mean?
Your printer has a part inside called an ink absorber box. It collects leftover ink during cleaning. When it’s full, your printer stops working to avoid damage.

Can I fix this myself?
No. This part is inside the printer and needs a professional technician to replace it. Trying to fix it yourself could damage the printer or cancel your warranty.

Is this covered by warranty?
Unfortunately, no. The ink absorber is a maintenance item, like changing oil in a car. It’s not included in the standard warranty.

What should I do?
Contact Brother Support or a Brother Service Center for local repairs.

Yes. If you use non-genuine ink, toner, or refills, your 4-year on-site warranty becomes void.
Instead, your warranty will change to a 12-month Return-To-Base warranty.

Click here to read our Warranty Information. 

Having tension issues on your sewing machine?
All troubleshooting instructions can be found in user manuals or click here to search for your user manual.

How do I care and maintain my ScanNCut machine?
For care and maintenance instructions, click the relevant links below:

How to clean the mat?

How to clean the scanner glass?

How long will the mat last?