Troubleshooting for Badge Printing

Here are some best practices to follow for your badge printing experience, as well as everything to look out for when in the moment and on-site.

Troubleshooting

Not printing? No problem.

Here are 3 troubleshooting tips to get you printing.

Tip #1 Check to see if your printer is connected to the network.

Is the network icon on your printer blinking? If yes, double check your network device (i.e. your MiFi or router could be out of power) and then reconnect the printer to your WiFi network.

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Tip #2 Check the connection between your iPad and your printer.

In the Host App, click the Dashboard tab > Badge Printing > Disconnect. Then reconnect your iPad to your printer.

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Tip #3 Close and open the Host App

Hard reset the Host App by pressing the iPad home button twice and swiping the app off the screen. Then, open the app and try again.

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Error messages can happen

If you see:

1. "The printer could not be found. Please make sure the printer is connected to the Wi-Fi network and try again. If the issue persists, please reconnect your printer and try again"

2. “Looks like there has been a problem connecting with your printer. Please reconnect and try again."

This is what's going on:

The Host app can't communicate with your printer, or your printer is offline

Here's what to do:

Check out how to set up your Badge Printer here: Setting up your On-Demand Badge Printing

Take a look and make sure the printer is connected to WiFi

Double-check to see if your phone or tablet is connected to WiFi

Check that your phone or tablet is connected to the same WiFi network as your printer

Check that the WiFi signal on your phone or tablet is strong (at least 3 bars).

Disconnect then reconnect your printer: Go to the Dashboard > Badge Printing > Disconnect button > Connect Printer button > select printer 

If you see:

“Looks like the badge for (Name) could not be printed. Please reconnect to your printer and try again."

This is what's going on:

Your device has likely ran out of storage

Here's what to do:

Check device’s storage capacity

If full then the PDF file (badge) can’t be created, the user will have to delete data on the device (photos, videos or apps)

If you see:

"You are trying to connect to a printer we do not support. For more information on supported printers, please visit the Splash Help Center."

This is what's going on:

Uh oh! It looks like you don't have the right printer!

Here's what to do:

Verify the printer model (usually under the printer) and check if it’s one of the following: Brother QL-720NW, Brother QL-710W, Brother QL-810NW, Brother QL-810W, Brother QL-820NWB

If you see:

"Looks like your printer is out of paper. Please refill and try again."

This is what's going on:

Your printer ran out of DK-2205 paper

Here's what to do:

Add a new roll of DK-2205 paper, and make sure it's added correctly!

If you see:

"Looks like your printer is out of battery. Please connect to a power source and try again."

This is what's going on:

Most of the time, your printer should be plugged in and won't need to be recharged. However, a rechargeable battery can be purchased separately if you need it

Here's what to do:

Verify that the printer’s battery is recharged or simply plugged in while printing.

If you see:

"Looks like the cover of the printer is open. Please close it and try again."

This is what's going on:

All the Brother badge printers use a cover that can be opened (example: when refilling paper). The cover on your printer is likely still open!

Here's what to do:

Close the printer cover

If you see:

”Looks like the wrong paper size has been selected. Please go to Printer Settings on your Dashboard and update the paper size selection."

This is what's going on:

Brother badge printers can only function with a specific type of paper. Using the wrong type of paper will not allow the printer to print at all, and we don't want that!

Here's what to do:

Go to this FAQ which will cover everything you need to know about badge printing and the correct paper to use: What type of paper do I need for badge printing?

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