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First guess is you have a bit of dirt (often white-out from people scanning corrected paper that's not quite dry) stuck on the fax scan window. This should be described pretty well in your user manual (which you can download online from brother.com).
Its also possible that there is dirt (typically loose toner) on the laser scan window (there's a laser that shines through it to get the image pattern on the drum). That window is often along the bottom of the unit under the drum/cartridge (take the cartridge out and look). The Brother manual I've seen seems to ignore this possibility.
Print streaks DO NOT mean cartridge drum replacement in many cases !!
On brother Intellifax or MFC or other laser copier/printer/fax, keep in mind that either the fax/copy
scan window OR the laser scan window can get dirty. If the fax scan
window is dirty, you see streaks on outgoing faxes and copies (but NOT
incoming faxes). If the laser scan window is dirty, you see streaks on
all prints (copies, faxes, print-from-computer).
Note also that when transporting/moving some laser copier with the toner cartridge inside, the toner can get out and make a big mess inside (including getting the laser scan window dirty). An air compressor can be usefull to blow it out. And sometimes using alcohol to clean is a BAD idea (maybe incompatible with plastic and rubber parts). A damp rag is probably fine.
No ! I have NOT solved the problem of how to Make this F***King thing scan an image. Your manual is worthless, and since your much touted "free" tech support seems to consist of nothing beyond trying to extort exhorbinant fees from your customers for the information that should have been in the manual in the first place, I am tempted to chuck the damn pile of junk out the window and invest in some other product that actual does work.
Unfortunately, the Brother 9700 is not a "duplex" printer, meaning is does not print/scan/copy both sides of the paper. There is no way to solve this problem, other than to buy a new, duplex printer. Sorry!