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Labels are not printing

Contains general tips related to troubleshooting label printing issues at a check-in station.

Updated over a week ago

This article assumes you have already gone through the steps to install the printer drivers. Please see this article for more details on these steps.

If the printer isn't working properly, try the following steps. If all else fails, go through a clean install. If you are still having issues, please reach out to support.

Event Labels

By default, events do not print labels. Confirm that you've set at least one label to print and the person checking in matches the criteria. To set labels, visit the Attendance > Settings tab of the event and review the Check-In Labels section.

Also, make sure to choose the label that corresponds to the printer you have connected to the check-in station.

If using Dymo

Confirm the correct product was installed. You should either have Dymo Connect or Dymo Label Software installed depending on your printer model and operating system (not both). Review this article and make sure the correct version of Dymo is installed. If you installed the wrong one or installed both, then uninstall all Dymo products and follow the instructions in that article.

Restart computer after installation and see if you are able to print labels now.

If the correct version is installed, make sure the Dymo web services are running. Check the system tray on Windows or top menu bar on MacOS for the Dymo web services. See this article for screenshots of where these are located.

If using Zebra

Confirm you have QZ Tray installed and running. This is required to print using Zebra. Follow the instructions in this article for information on installing and setting up Zebra correctly (including setting the printer name).

If using Brother

Confirm the following:

  • Both the check-in station and the printer is on the same Wi-Fi network.

  • The correct label type is loaded in the printer. The sample labels that come with the printer do not work. See this article for information on supported labels.

  • The printer model is one of the supported ones. See this article for information on supported Brother printer models.

  • Make sure you've connected to the printer under the cog menu > Printer Settings in the lower right of the check-in system.

Other troubleshooting tips:

Distance to printer/router

How far is the printer from the iOS device? If too far, there may be an issue communicating between the app and the printer.

Brother network connection band

Brother printers can only connect to 2.4GHz channels. Most routers use a single SSID for both 2.4 and 5GHz bands. Separate these frequencies (by changing paraphrases/SSID) to ensure a more stable printer connection. This specifically relates to the printer’s network connection, not the iOS device.

Check printer settings
1. Turn on the label printer (solid green light).
2. Press and hold down the cut button until the green light is flashing.
3. Release the cut button. It should print a few labels, and one will have the machine's IP Address/Wi-Fi SSID.

Once you have the label, check the following:
- SSID should match the Wi-Fi name to which the iOS device is connected.
- Communication Type should be set to Infrastructure. If you see the words “Wireless Direct,” this setting must be changed.
- IP Address should not be If you see, you are not connected to the network and must reset the printer’s network settings.
- Template Settings should be set to Off.
- WLAN On Power On should be set to Keep Current State.
- Auto Power settings should be set to Off.

If any of the above do not match, use the instructions below to change them:

From a browser on the same Wi-Fi network as the printer, type the printer IP address (from the config label) in the search bar. Log in as the admin and go to the Printer Settings tab. The password to log in to the site is likely on the bottom of your printer.

Make these updates:

Power Settings:
- Auto Power Off (AC/DC): None

Communication Settings:
- The Network Settings on Power On: Keep Current State
- Selected Interface: Infrastructure or Adhoc

Once finished, restart the check-in app and try selecting the printer again.

Also, it’s worth mentioning, that private IPs don’t typically start with 10.x.x.x (normally defaults to 192.68.x.x). This implies you have a complex network set up if you intentionally change the IP address to 10.x.x.x. Your IT department may need to get involved to make sure the network is set up correctly for the printer and iOS device to communicate with each other. Perhaps it may be the subnet.

It may help to verify if you can print via wifi directly from a PC apart from our check-in system.

Set as Default Printer

The printer may create a new instance whenever you change the USB port you use when connecting the printer. This may cause issues with printing as the new instance may not use the correct drivers. If possible use the same USB port when connecting the printer to the check-in station to avoid this issue.

To check if you have multiple printer instances, go to Devices and Printers in the Control Panel (Windows) or System Preferences (Mac). Set the printer you use as the default one.

If you have multiple of the same label printer installed, you should remove the inactive ones.

Reset Printer

To refresh the printer, unplug the power cord from the printer for a full 30 seconds, and then plug it back in. When you plug it back in, make sure the connection is secure. If it feels loose, that could cause connection problems and you might need a new printer/cable.

Clean Install

If the previous sections did not help, it's recommended to uninstall and reinstall the printer drivers again. Remove the printer from the printers area of your computer and unplug the printer. Then follow the "Install the Printer" section of this article to make sure you've installed the printers correctly.

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