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Forum Discussion
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 cre...
Received notice from Brother today stating problem has been resolved. I tested and confirmed the integration is working again!
Jay
Dropbox Staff
Dropbox StaffHi 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.
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
Super User II
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
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.
