Brother printer touchscreen frozen or “Touchscreen initialization failed”

Use this guide when: a Brother printer’s screen is frozen, buttons do not respond, or it shows “Touchscreen initialization failed. Remove any material which is on the touchscreen.”

This is different from a single computer being unable to print. When the printer cannot copy, scan, or respond to its own controls, more laptop troubleshooting is unlikely to fix it.

Check once, then report the result

1. Read the full message and take a photo of the screen. Check whether anything is resting against the screen; remove an obvious loose object without forcing or opening the machine.
2. Ask whether anyone is using the printer. If it is idle, use its normal power control to restart it once. If it cannot be restarted normally, or someone has already restarted it and the same error returned, report that to IT.
3. After it starts, check whether the screen responds and whether a simple copy works. Use a non-confidential test page.
4. If the error returns or the screen remains unresponsive, stop. Do not keep restarting, tapping the screen, or submitting more print jobs.

Why IT needs to check it

Similar People Incorporated incidents required a replacement printer. IT will determine whether this machine needs repair, replacement, or another fix. A replacement is not automatic for every printer error.

What to do while you wait

If an approved alternate printer is available, ask your supervisor which one to use. Keep confidential documents within approved People Incorporated locations. Do not move documents to personal email or a personal printer to work around the fault.

Send one complete report

• Site and room where the printer is located.
• Model from the label, and asset tag if present.
• Photo and exact error wording.
• Whether printing, scanning, faxing, and copying are all affected.
• Whether a restart was tried, and what happened afterward.
• Business impact and an on-site contact who can give IT access.

Still need help?

Submit an IT support ticket and include the details listed above. If a previous ticket is resolved or closed, start a new ticket and mention its number.