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Brother Printer Integration stopped working May 1st, 2024

I have 4 Brother Printers. 3 - MFC - L2750DW and 1 - MFC - L2740DW that as of May 1st receive an error when uploading scanned documents to the assigned dropbox folder. I have created new credentials and everything worked, including picking the dropbox folder. But still fails at upload.

This worked flawlessly for the past 3 years. The last time this happened was 2021.

I see another post regarding similar issue happening with Epson printers as well. It appears the certificate / token that dropbox issued for this service has expired.

Anyone else experiencing this?

Any work arounds?

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DBinBigD

Received notice from Brother today stating problem has been resolved. I tested and confirmed the integration is working again!

All comments

Jay

Hi @DBinBigD, thanks for bringing this to our attention.

As this appears to be related to a third party app or service, I'd recommend first checking with Epson for them to see if they have any information on this matter.

Keep me posted.

DBinBigD

Hi Jay,

I appreciate the thoughtful response. And I know I mentioned Epson but my post, including the title was about Brother Web Connect Integration.

I apologize if you are an unpaid volunteer working on this site, and not a Dropbox employee. If you are a volunteer, please forgive the rest of this note it is based on the assumption that you are in an official support role.

Jay, you seem knowledgeable, so would really like your opinion on this.

On May 1st all my Brother Printers Dropbox Upload integration quit working with Dropbox.

Around May 1st several other people (not me mind you); that own Epson printers are having the exact same issue.

Here is where I need your help. What do both of these problems have in common?

What are the odds that two completely different Printer Companies both did something on their side the same day that would make you think it is a "third party problem", definitely not a Drop box problem, nothing to see here, move along....

Again, you are the expert, but I think your initial response was a pretty easy knee jerk one to make. It would be great if you and Dropbox had nothing to do with this and would not need to spend any time looking into or resolving it. Just a simple 'Not my problem"

But would be wonderful if you would either spend a little time reflecting on it, or possibly escalate the question up a level or two so it can at least be giving serious consideration.

The integration with MS OneDrive still works. If I am having this problem with Drop Box, there are countless others having the same issue. All you have to do is read the recent posts here.

But it sounds like you prefer this headline on the Tech Journals. Dropbox Drops Ball on Integration. National outage impacts 10,000s of users across several different hardware integration solutions including all Epson and Brother's products.

Recent post on their forum from Jay, the Support Expert, states they are not interested in solution. Jay says its Brother Printers and Epson's problem to deal with.

Please tell me this is not the official Dropbox perspective.

Mark

@DBinBigD Jay is an official Dropbox representative. However, the issue remains that, unfortunately, it is up to Brother (and other suppliers) to update API keys, etc. if they expire or are out of date.

It sounds like the software link they are using has expired. An update/upgrade to the software / firmware may work

DBinBigD

Thank you, I am doing my best to blast Brother too. And having about the same level of success.

The problem is I am dealing with the lowest level of support there is. And what needs to happen is technically knowledgeable people on both sides need to #1) Be aware there is a problem and then #2) collaborate to resolve. But the low level support at both companies immediately dismiss the issue as soon as they realize that they can blame someone else. It just needs to be escalated to a high enough level, that someone that knows what is going on, can call their counterpart and resolve it.

Mark

The issue though is that as the issue is with Brothers software Dropbox cannot solve that. They cannot change the scripts etc. that they use.

The can, and do, offer plenty of support if they want it via the API Team - which they'll have access to already. BUT they need to do it.

Mark

I've just done a quick search and Brother have released a recent update for some of the printers in April. Have you installed that? https://www.brother.co.uk/support/mfc-l2750dw/downloads

They also released new firmware in April.

DBinBigD

Thank you. That was a great suggestion. I should have thought of that myself. It took awhile to get the firm ware completely up to date. For the MFC - L2740DW, the most recent is 1.06 from Sept '23. Unfortunately updating the firmware did not fix the problem.

FredLyon

Same problem here. A partial workaround I found is to scan to PDF with OCR, but it's slower. May give a clue to troubleshooters. The problem still needs to be resolved though.

rsr0813

I also have the same problem. I have two printer/scaners connected to Dropbox from different locations. Both are not working.

I recommend the following:
a) It's in the best interest of Dropbox to engage directly with Epson and Brother to resolve this integration issue. Given that multiple users are experiencing similar problems with Dropbox integration across different printer brands, collaboration between Dropbox and these companies would likely lead to a faster and more effective solution.

b) As a workaround, I've successfully resolved the issue by utilizing ONEDRIVE and GOOGLE DRIVE to open folders, which have been functioning smoothly for me.

c) I look forward to hearing from Dropbox as soon as this issue is resolved. It's important for users to stay updated on progress and eventual solutions to ensure a seamless printing and file management experience.

DBinBigD

This seems like just too much of a coincidence…

Just received in my email from Dropbox

Hello,

We’re reaching out because on April 24th, we became aware of unauthorized access to the Dropbox Sign (formerly HelloSign) production environment. Upon further investigation, we discovered that a threat actor had accessed Dropbox Sign customer information. You are receiving this message because your information was in the data the third party accessed.

DBinBigD

Passwords and multi-factor authentication: We’ve expired your password and logged you out of any devices you had connected to Dropbox Sign to further protect your account. The next time you log in to your Sign account, you’ll be sent an email to reset your password. Customers who use an authenticator app for multi-factor authentication should reset it as soon as possible. Please delete your existing entry and then reset it. If you use SMS you do not need to take any action.

hillmaxwell

It is a Dropbox issue related to the recent hack. They shut off integrations I think and haven't updated all the third party companies. We're all down.

mjweirdrop

Same issue here with a brother ads-1500W.

jp002

Yes, I am discovering the same issue with my MFC-L2740DW. Still this issue has not been resolved.

DBinBigD

There may be hope. They are reporting on the Epson thread that the issue has been resolved for them.

Unfortunately I just tested and still getting the Server Error 5 on the L2740DW

DBinBigD

Brother just acknowledged my support ticket from Monday. I tried calling last week but didn't get anywhere. I also directed them to this thread for more detail.

peranda

I think I am having this same problem. Used to be able to scan directly from my MFC-J5320DW directly to a folder in Dropbox-folder. This was very handsome, but now I get "Server error 05".

Is google drive or any other web-services still good and up running?

Rich

@peranda wrote:
Used to be able to scan directly from my MFC-J5320DW directly to a folder in Dropbox-folder.

Brother likely needs to resolve this from their end. The same thing happened with Epson devices at the same time, and Epson had to make changes on their side to resolve it.

I'd suggest reaching out to Brother, like the user above did, and let them know you're having a problem with the Dropbox integration. The more reports they receive, the faster they're likely to investigate the issue.

blackbenny

I agree with you.
Now I'm configuring everything to work with GOOGLE DRIVE as it works fine.
Sorry DROPBOX. I'm gone.

nyhunter77

Yep, i'm having the same issue as well with my Brother printer. I only get this yellow strip on the screen though, it's really annoying as i don't even get any error message.

From these posts, i don't know if it's Dropbox or Brother but i hope someone gets their act together.

I may have to do like a post here mentions and move to google drive as well. 2024-05-08 14.36.22.jpg

machtrain

Yup same thing here. Just stopped working out of the blue.

Re setup the credentials, same issue.

DBinBigD

Epsons integration fixed last week, still no update on Brother and Dropbox if working on a fix

JWolfe

So I had this same exact issue arise on a MFC-L5900DW right around the same time as you getting an Error 08, "Failed to Download" message on my printer every time I tried to scan to a Dropbox folder (whereas for years I scanned to Dropbox folders without issue). Drove me crazy and went down the same rabbit holes you did to no avail. The fix that I found was I updated the "Firmware" on the printer and now it seems to work fine. Hope this works for you too!

FredLyon

I updated the firmware to no avail 😞 I sent a message to brother a week ago but got no reply...

DBinBigD

Received notice from Brother today stating problem has been resolved. I tested and confirmed the integration is working again!

nyhunter77

I just tried it as well, there was no update for me to ok so i guess it was forced.

It does indeed work again! woohoo!

rfv-370

Hi,

It started again , the integration stopped working last monday,... I re-issued a new token and new registration but it fails still.

The "Brother Web Connect"Application is no longer in the App centre of DropBox.
You can get it through the exception number but then even after you declared an exception to approve it.... it does not resolve the issue...

Pauli Ojanpera

Can you elaborate on the response you got from Brother? I was thrown into a similar Web Connect loss off connectivity problem in May 2024 (after a long period of consistent function) but I was stuck fighting with the customer service without ever getting a technical contact. Got the problem finally resolved though a reset and by correcting the system clock.