MODEL REFERENCE

Brother DS-820W

15 errors · 37 troubleshooting topics · 2 guides

Brother DS-820W

The checks and guides below come from the official manuals for this model.

Error codes

Messages and indicator states from the manual
Driver busyscanning application or driver is busy
Hold Power to switch off, turn the scanner back on and reopen the scanning application.
A document is jammed. Open the top cover and remove the jammed paper by pulling it forward, then try again.document is jammed
Open the top cover, gently pull the jammed document forward and close the cover.
The cover of the manual document feeder is open.top cover is open
Close the top cover and scan again.
No paper in the manual document feederfeeder has no document
Insert an original into the feeder and retry.
Cannot find the scanner.scanner is not detected
Seat the Micro USB cable correctly at the scanner and computer, then turn the scanner on.
Operation system return erroroperating system cannot recognize the scanner
Reconnect the Micro USB cable correctly and restart the computer.
Calibration failed. Please reboot the machine.calibration failed
Restart the scanner and repeat calibration with the supplied sheet facing the direction shown in the guide.
E03sD card cannot save the scan
Check the card’s write-protect switch, reseat it and try a new compatible SD card if full or corrupt.
E04document exceeds the feed length
Open the top cover, remove the document forward and close the cover. Retry with a document within the permitted length.
E05no document detected
Insert the document correctly into the feeder.
E06top cover is open
Close the top cover. If the code remains, its cover sensor may have failed; contact Brother for service.
E19calibration data is invalid
Recalibrate with the supplied sheet using the control panel or DSmobileCapture calibration command.
Please install scannerscanning software cannot detect the scanner
Connect the scanner correctly and check the Micro USB cable for damage. If detection still fails, reinstall the model’s scanner driver.
The scan was aborted because the scanner is not powered on or not connected properly.scanning software cannot detect the scanner
Connect the scanner correctly and check the Micro USB cable for damage. If detection still fails, reinstall the model’s scanner driver.
Wi-Fi indicator blinking redwireless system error
Switch Wi-Fi off and on, restart the scanner and reset its wireless network settings. Contact Brother in the country of purchase if the red blinking indicator remains.

Troubleshooting

Find the problem you are experiencing
Scanner does not turn onView
Seat the Micro USB cable securely at the scanner and computer. Charge a low battery; if it was empty, leave the scanner off until fully charged.
Computer does not recognize the USB scannerView
Disconnect and reconnect the Micro USB cable securely at both ends.
Scans have black lines, gaps or poor qualityView
Check the feeder for torn paper, clips or other foreign objects and remove them. Calibrate using the supplied sheet. If quality stays poor, clean the scanner and calibrate again.
Part of the scanned image is missingView
Set the document guides to the sheet’s width and choose a matching document size in DSmobileCapture.
Scanning is too slowView
Lower the scan resolution to a level suitable for the document.
Scanner will not feed a document5 steps
  1. Insert the sheet until its leading edge reaches the feeder mechanism.
  2. Check that its thickness and size are supported.
  3. Seat the USB cable and reinstall the model’s scanner driver if needed.
  4. Close the top cover and switch on after Auto Power Off.
  5. In SD mode, leave the settings menu and insert an SD card.
Document is jammed3 steps
  1. Open the top cover and gently draw the trapped sheet forward.
  2. Remove any torn scraps, close the cover and use documents within the permitted size and thickness.
  3. Use the supplied carrier sheet for supported fragile originals.
Scanner gets unusually warmView
Some warmth after extended use is normal. Disconnect the USB cable immediately if the scanner smells unusual or feels excessively hot.
Scan quality is poorView
Clean dust from the scanner and calibrate with the supplied calibration sheet. Increase resolution if the scan lacks detail.
Scanned colors are too darkView
Adjust the scan settings for the original and recalibrate if colors remain abnormal.
OCR does not work4 steps
  1. Increase the scan resolution.
  2. For the original software described in this guide, install PaperPort 12SE on Windows or Presto!
  3. PageManager on Mac.
  4. These are legacy software instructions; they do not establish current operating-system compatibility.
Scanned image is skewedView
Adjust the document guides snugly to the original’s width before feeding it.
White lines or stripes appear in scansView
Move the scanner out of direct sunlight and away from nearby lamps, or change its orientation to reduce light entering the scan path.
Text on the back shows throughView
Use paper within the supported thickness range and increase scan contrast.
Change settings in SD modeView
The control panel offers Color/Mono, PDF/JPG and HQ/STD for DS-820W. Other software settings are unavailable in SD mode.
Windows driver will not installView
Sign in with administrator privileges before installing the scanner driver.
Mac driver will not installView
Use an administrator account. In the legacy macOS interface documented by this guide, check Users & Groups for Admin under the account name, or ask the system administrator.
Scan file is too largeView
Choose the lowest usable resolution, Black & White mode and the smallest scan area that still contains the required content.
Wireless device cannot reach scanner in AP modeView
Turn the scanner’s Wi-Fi switch on. Disconnect existing devices and retry with no more than three wireless clients. If needed, switch Wi-Fi off and back on.
Browser login password is forgottenView
Reset the scanner’s wireless network settings to their factory defaults, then set up the connection again.
Scanner cannot connect to an access point5 steps
  1. Connect a computer to the scanner’s Wi-Fi AP, open http://10.10.100.1 and choose Settings, Wi-Fi Infrastructure Mode.
  2. Set the access point’s SSID and security correctly.
  3. Confirm the access point is on and within range, restart it and re-enter the correct SSID and password.
  4. If it filters MAC addresses, allow the scanner’s address.
  5. Toggle scanner Wi-Fi off and on or restart the scanner if needed.
Find the scanner’s Wi-Fi nameView
The original SSID is Brother DS-820W-xxxx, where xxxx is the last four digits of the MAC address on the product label. A previously changed SSID can differ.
Browser cannot open the scannerView
Connect the computer to the scanner in Wi-Fi AP mode, then open http://10.10.100.1 in its browser.
Find the scanner’s MAC addressView
Check the label on the scanner’s underside for its MAC address.
Find the initial Wi-Fi passwordView
Read the initial password on the underside label. Use the updated password if it was changed.
Network settings will not resetView
Turn Wi-Fi on and wait at least 40 seconds. Hold the recessed reset button for at least 15 seconds, then release it and wait for the indicator to turn red.
Calibration sheet is missingView
Use the special glossy sheet supplied with the scanner. Ask the local Brother office for a replacement rather than substituting ordinary paper.
Scanner does not work through a USB hubView
Connect directly to the computer, because a hub may not supply enough power.
Battery will not chargeView
Switch the scanner off during charging and check that its lithium-ion battery is fitted in the correct direction.
Scanner turns off immediately4 steps
  1. Install the battery with the correct orientation.
  2. If charge is low, switch Wi-Fi off or connect USB to the computer.
  3. Wait two minutes before retrying Power if it will not start on USB.
  4. For a full recharge, leave it switched off with USB connected.
Wi-Fi indicator does not lightView
Install the battery if missing, and charge it through the Micro USB connection.
Battery is lost or no longer chargesView
Contact Brother support in the country where the scanner was purchased for the correct replacement or service.
Computer cannot access the SD card over USBView
Connect the Micro USB cable, press Start/OK until SD appears for mass-storage mode, and switch Wi-Fi off. Wait for any active scan to finish before looking for the card’s folder.
SD-card images are missing in the browserView
Press Start/OK until SD mode appears, wait for scanning to finish and check the correct scanner address is entered in the browser.
TWAIN mode cannot be selectedView
Switch Wi-Fi off before selecting TWAIN mode.
Auto Power Off does not switch the scanner offView
Switch Wi-Fi off; Auto Power Off does not work while the wireless switch is on.
Scan to the SD card4 steps
  1. Insert a compatible formatted SD card, switch on and check SD appears.
  2. Choose Color/Mono, PDF/JPG and HQ/STD, then feed the original.
  3. Wait until scanning ends and check the saved image.
  4. Formatting a card erases its contents, so preserve needed scans first.

Guides

Calibration using the control panel

Instructions from the manual
Calibrate the scanner4 steps
  1. Switch on and open Menu, select CAL, then hold the supplied calibration sheet by its edges and insert it in the shown direction.
  2. Keep fingerprints off its black and white areas.
  3. Press Start/OK and wait for the sheet to eject and OK to appear.
  4. In DSmobileCapture, use its calibration command and follow the sheet prompt.

Cleaning the outside

Instructions from the manual
Clean the scanner4 steps
  1. Disconnect Micro USB at both ends.
  2. Wipe the exterior with a soft lint-free cloth; if dampened with water or diluted detergent, dry afterward.
  3. Open the top cover and gently wipe the glass and rollers with the supplied cleaning cloth, close and reconnect.
  4. Use no alcohol or other solvents.

Model details

Model and compatibility

Scanning mode
DS-820W scans one side at a time. The duplex controls and two-sided limits in this shared guide belong to DS-920DW. [1]
Documents
Feed one sheet at a time. Standard paper can be 90–812.8 mm long, 55–215.9 mm wide and 60–105 g/m². [1]
SD storage
The guide supports SD cards from 2 to 32 GB and recommends the supplied card. Formatting erases saved scans. [1]

Manuals and sources

  1. Brother operation manual
  2. Brother model support and details
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