You will need the Check-In permission to change station and label settings. To add or edit the labels on an event, you will need Full Write Events (or, for a group calendar event, to be the group leader or have Full Write Groups).
Most "labels won't print" reports come down to one of three things: no label applies to the person checking in, the label was built for a different printer than the one this station has, or the printer is not ready. The new check-in experience tells you which one it is — you just have to know where it says so.
Work through the four diagnostic steps below in order. They are arranged so the station does most of the work for you.
This article assumes you have already installed your printer. If you haven't, start with How do I set up a check-in station? and the install guide for your printer, then come back here if labels still aren't printing.
Quick jump
How labels work in the new check-in experience
An event's labels come in two kinds, and the new check-in experience prints both.
Legacy labels are older, printer-specific templates written before the Label Designer existed. A legacy label prints only on a station whose printer matches the family it was written for: a Dymo template on a Dymo station, a Zebra template on a Zebra station, a Brother template on a Brother station.
That family rule is the same one classic check-in uses, so your existing labels behave as they always have. It is also why a church may have two or three labels assigned to a single event, one per printer family they own.
Tip: Rebuilding a legacy label in the Label Designer is the permanent fix for a church that keeps hitting printer-family problems. One designed label covers every station, whatever printer each one has.
Healthy printer, a label count, and nothing prints
Warning: This is the one failure that gives you no error message at all. If the footer shows a healthy printer, the Finish & Print button showed a label count, and no labels came out the labels assigned to the event were written for a different printer family than the one this station has.
When no label applies to a station, check-in prints nothing and says nothing. That is deliberate: the printer did not fail, so there is nothing to report, and classic check-in behaves the same way.
The catch is that the Finish button does not know. Finish & Print · 3 labels is the number of people armed with printing switched on — it does not check whether the label they would get can actually be produced on this station's printer. So a station can promise three labels, print nothing, and stay quiet about it.
How to fix it:
Note which printer family this station has, from the printer name in the footer.
Open the event and go to the Attendance > Settings tab. Look at the labels assigned there and check which printer family each one was written for.
Either assign a label that matches this station's printer family, or — better — rebuild the label in the Label Designer at Events > Check-In > Labels so it prints on every printer.
Run another test check-in.
Relay stations do not sort labels
A station with Prints To set does not apply the family rule at all — it forwards the job, and the receiving station applies the rule against its own printer. The printer family that matters is always the one physically holding the printer.
Diagnose it in four steps
Step 1 — Read the printer line in the footer
The center of the station's footer shows the station name over a live printer status. That line names the cause in almost every case:
Searching… - the station is still looking. Detection settles within about half a minute at worst.
A printer name, or Prints to {station} - ready.
No printer - nothing found, and nothing more specific to say.
Printing software isn't running / DYMO software isn't running / QZ Tray isn't running - the bridge software on the computer is not up. Start it.
Zebra driver missing - a Zebra is plugged in but Windows has no driver for it.
Printer bridge isn't available - mobile app only. The app is too old to talk to a Brother printer. Update it.
Bluetooth permission needed / Printer isn't responding - mobile app only. See the Brother section below.
Out of labels, Label jam, Cover open, Printer paused, Printer disconnected, Wrong label roll loaded, Printer battery is empty - a real, named printer condition. Fix it at the printer.
A station in trouble also shows a small warning glyph in the footer. Tapping it goes straight to the printer card in settings, behind the station PIN. On printers that report it, the footer also shows how many labels are left on the roll.
While a printer is missing or in trouble, the station keeps re-checking every 30 seconds and recovers on its own the moment the problem clears — there is usually nothing to restart.
Step 2 — Read the toast
Check-in is never blocked by a printer. When a print job fails, exactly one toast appears, and it always names both the cause and the remedy:
Out of labels — load a new roll, then use Reprint.
The label roll ran out — some labels may not have printed. Use Reprint to try again.
Only 4 labels left on the roll — this job needs 6. A warning before the job. It still prints what it can.
The printer has a label jam — clear it, then use Reprint.
The printer's cover is open — close it, then use Reprint.
The printer is paused — resume it in its print queue, then use Reprint.
DYMO software isn't running — start DYMO Connect, then use Reprint.
Printing software (QZ Tray) isn't running — start it, then use Reprint.
Wrong label roll is loaded — swap in the 62mm continuous roll (DK-2205), then use Reprint. Brother only.
Printer battery is empty — plug the printer in, then use Reprint. Brother only.
2 labels couldn't print — use Reprint to try again. A partial failure; the rest did print.
Every one of these ends in use Reprint for a reason: the check-in itself already succeeded, so the fix is to correct the printer and reprint rather than to check the family out and back in.
Step 3 — Run a test print
On the station, go to Settings > Printer > Test print. This prints a generic sample label drawn by the app itself — not one of your church's designs.
Tip: That is exactly what makes the test print useful as a diagnostic. It proves the printer and the connection without depending on the event's label configuration. If a test print comes out, the printer is fine, and any remaining problem is label configuration or assignment — go back to the two label sections above.
The one exception is the test print inside the Brother guided setup flow. That one uses the event's real designed label where one exists, which makes it a fuller end-to-end check.
Re-detect, next to Test print, forces a fresh look for the printer.
Step 4 — Check Prints To
If the station forwards its printing, the problem may be at the other end. A station with Prints To set never looks for local hardware at all — it shows Prints to Kids Desk and hands the job over.
Relay failures are now reported at both ends. The sending station shows one of:
The printing station couldn't print the labels — it has no printer set up.
… its printer isn't ready.
… it couldn't load the label details.
… it relays printing elsewhere. Check both stations' printer settings.
The receiving station shows the matching message locally, phrased as Labels from another station couldn't print — … Relay works in both directions between any two stations, desktop or mobile.
To change which station does the printing, edit the station in your browser at Events > Check-In > Stations and set Print To, or change Print to on the station itself under Settings > Station. Changing it re-runs printer detection immediately.
"Labels sent" vs "Labels ready"
After a check-in, the footer chip tracks the print job. The wording is deliberate and worth knowing:
Labels ready - every label in the job was confirmed by the printer.
Labels sent - some labels reached the print queue without being confirmed.
Some printers report a job complete while printing nothing — a head left open, for example — which is exactly why the two messages differ. Labels sent plus an empty tray means go and look at the hardware.
A name label prints but the security label doesn't
If some labels print and others don't, this is an event configuration issue, not a printer issue.
Name labels print once per person being checked in.
Security labels print once for the whole family being checked in — and in the new check-in experience a security label prints only when at least one name label printed too, for legacy and designed labels alike.
This is a change from classic check-in, which printed a legacy security label regardless. The one exception in the new experience is a reprint, where a security label on its own is allowed — which makes it the right tool for a guardian who lost their tag.
So if no name label is set to print, the security label won't print either. For kids check-in, we recommend assigning both a name label and a security label. See How do I assign labels to print? for the recommended configuration.
If a label prints but is missing information — for example a security tag that used to show the group name — re-open the label at Events > Check-In > Labels and confirm the fields you want are still selected.
No labels are assigned to the event
This is still the most common cause, and it is not a printer problem. If your test print works and the footer shows the printer ready, but nothing prints when you check someone in, the event may have no labels assigned — or the person checking in may not match the label's criteria.
By default, events do not print any labels. Enabling check-in on an event does not automatically add labels; you have to assign them.
How to confirm and fix it
Open the event and go to the Attendance > Settings tab (also reachable from the event's Check-In tab under the Labels sub-tab).
Look at the Check-In Labels section. If it's empty, that's your answer — the event will print no labels until you add at least one.
Click Assign Label and choose a label. Follow How do I assign labels to print? for the details.
If you are assigning a legacy label, pick one built for the printer this station actually has. A designed label from the Label Designer avoids this problem entirely.
Run another test check-in and watch the Finish & Print button for a label count.
Two things that trip people up here:
Labels are per event. If you assign labels to one event, a different event — or a future occurrence of a recurring one — still needs its own labels assigned. Check the specific event you're running.
Labels only print for matching people. A label prints only for the family positions and groups you selected when you assigned it. If it's set to print for children in a specific group and you test-check-in an adult, no label is the correct outcome. Test with someone who matches, or widen the label's criteria.
You can also switch printing off for one person on the family board: open that row's pencil and set Name label to Don't print. A row with printing switched off shows No label, which is a quick way to check whether someone was deliberately excluded.
If you're using Dymo (Windows / Mac)
Dymo printers work in the desktop app on Windows and macOS only, because they depend on DYMO Connect running on the same computer. Full setup steps are in How do I install a Dymo printer?.
Confirm the correct Dymo software is installed. You should have either Dymo Connect or Dymo Label Software installed — not both, and not the wrong one for your printer and operating system. If the wrong one, or both, is installed, uninstall all Dymo products, reinstall the correct one from the install article, and restart the computer.
Make sure the Dymo web service is running. The check-in app talks to your Dymo through this background service. Look for the Dymo icon in the Windows system tray or the macOS menu bar. If it is not running, the station's footer says DYMO software isn't running.
If the Dymo isn't listed in the station's footer:
Open the Dymo web service from the system tray (Windows) or menu bar (Mac).
Run a diagnosis. Click the Dymo icon and choose Diagnose. If you see DYMO Connect Service is running on port #####, the service is working. Take a screenshot — support may ask for it.
Reset the web service. Click the Dymo icon again and choose Reset.
Re-detect on the station. Go to Settings > Printer on the station, enter the station PIN, and tap Re-detect. Refresh Station under Maintenance is the heavier option if that doesn't help.
Check the footer for the printer. If it appears, run a test print. If it doesn't, unplug the printer, plug it back in, and re-detect again.
Test the web service directly. Visit Dymo's Preview and Print Label sample page, select your printer, and print a test. If the printer isn't listed there, the problem is with the Dymo web service, not One Church.
Dymo-specific notes
Blank labels? Usually one of two things: a Windows update left an outdated Dymo version (install the latest from the install article), or you have several duplicate printer instances fighting each other (see The printer is connected but nothing comes out).
LabelWriter 550: you must use Dymo-brand labels with the RFID sticker in the core. Third-party labels will not print on the 550.
Remaining label count: the LabelWriter 550 reports how many labels are left on the roll and the station shows it in the footer. The 450 cannot report it, so no count appears.
More than one Dymo attached? A picker in Settings > Printer lets staff choose which one to use.
"Browser not found" on the test print points to the Dymo web service not running — work through the steps above.
If you're using Zebra (Windows / Mac)
Zebra printers work in the desktop app on Windows and macOS only, because they depend on QZ Tray and the Zebra driver on the same computer. Full setup steps are in How do I install a Zebra printer?.
Confirm QZ Tray is installed and running. Look for the QZ Tray icon in your system tray (Windows) or menu bar (Mac), and set it to Start Automatically. QZ Tray needs Java; if it won't install on a Mac, install Java first, then install QZ Tray again. When it is not running, the station's footer says QZ Tray isn't running.
Check the Zebra setup checklist on the station. Settings > Printer shows a checklist covering QZ Tray, the printer, and the driver, with a fix and a download link for each item. That is the fastest way to see which piece is missing.
Confirm the printer name contains the word "Zebra." The check-in system finds Zebra printers by name. If yours is named something else, rename it — for example Zebra GK420d — in Printers & Scanners. If you installed via CUPS on a Mac, it is already named correctly.
If the QZ Tray certificate has expired, reinstall the latest version of QZ Tray from the install article.
Zebra-specific notes
Detection order on the desktop app is Dymo first, then Zebra. If a Dymo is also attached to the same computer, the station will use the Dymo.
Zebra driver missing in the footer means the printer is plugged in but Windows has no driver for it.
On a Mac, Zebra has no official driver, so you must install CUPS — see How do I install CUPS for Zebra printer support on Mac?. This is technical; where possible we recommend using Windows for Zebra.
Windows 11 with the ZDesigner v8 driver: if the printer doesn't appear on the Printers & Scanners page, manage it from the Zebra Setup Utilities tool instead.
Unsupported models: the LP2844Z and ZSB series do not work.
If you're using Brother (iOS / Android)
Brother is the printer family for phone and tablet stations, and it works in the mobile app only. On a phone or tablet the station looks for a Brother printer and stops there — it does not fall back to anything else. Full setup steps are in How do I install a Brother printer?.
Use the correct roll. Brother supports only the 62mm continuous roll (DK-2205). Die-cut rolls are not supported. The station reads the printer's own roll width, so the message is exact: 29mm roll loaded — this station needs the 62mm continuous roll (DK-2205). The softer variant, Couldn't read the loaded roll, is a warning rather than a blocker — check the roll by eye and carry on.
Set the printer up in the app. Turn the printer on, put it on the same Wi-Fi network as the device, then go to Settings > Printer > Set up printer and work through the guided flow. If a printer will not appear in the scan list, use Connect by IP address — it is always available, not only when the scan comes back empty.
Supported models: QL-710W, QL-720NW, QL-810W and QL-820NWB. The wide-format QL-1100 series is not supported. No printer answered at that IP address means either nothing is at that address or what is there is not a supported model.
Brother-specific notes
These printers accept one connection at a time. If a second station points at the same printer, or someone prints from a laptop, a status check reads as unreachable and the footer says Printer isn't responding. It normally clears by itself; Re-detect forces a fresh check.
Brother printers only connect to 2.4 GHz Wi-Fi. Many routers broadcast 2.4 GHz and 5 GHz under one name — giving 2.4 GHz its own SSID makes the connection far more stable. A guest network on the tablet and a staff network on the printer is the single most common cause of an empty scan list.
The printer's Wi-Fi light should be solid, not blinking. Blinking means it has not joined a network.
Bluetooth printers on Android must be paired in the system settings first, and the app needs Bluetooth permission — look for the Allow Bluetooth to see paired printers button in the scan list.
Printer bridge isn't available — update the app. The mobile app is an older build that cannot talk to the printer. Check Settings > Maintenance for a waiting update and confirm the Update Channel is Production. If nothing is waiting, the device may need a store update.
A reserved or fixed IP address for the printer avoids the problem of its address changing after a router restart.
10.x.x.x IP addresses suggest a more complex network. Your IT team may need to confirm the printer and device can reach each other. It helps to confirm the printer prints over Wi-Fi from a regular computer, outside of check-in.
Tip: A phone or tablet station cannot print to a Dymo or a Zebra directly — those printers need helper software that only runs on a computer. Set the tablet's Print To to a Windows or Mac station that owns the printer, and the tablet will send its labels there.
The printer is connected but nothing comes out
If the footer shows the printer ready and labels are assigned, but nothing prints or labels come out blank, the issue is usually on the computer or the hardware.
Remove duplicate printer instances. A computer can create a new copy of a printer each time you plug it into a different USB port, and the copies can conflict. In Devices and Printers (Windows) or System Settings > Printers & Scanners (Mac), remove any inactive duplicates and set the one you use as the default printer. To avoid this in future, always plug the printer into the same USB port.
Reset the printer. Unplug the printer's power cord for a full 30 seconds, then plug it back in. Make sure the connection is snug — a loose cable can cause dropouts and may mean you need a new cable or printer.
Reprinting labels
To reprint, open the family board, tap the ⋯ menu, and choose Reprint labels. It appears when at least one checked-in person could have a label, and it is protected by the station PIN. Pick who needs labels, adjust the security-label stepper, and confirm. Reprinting changes no check-in state at all.
Reprints reuse the original codes rather than minting new ones, so a reprinted security label still matches the child's tag. But a reprint does not re-run the Checked in by step, so the contact name and phone number are blank on a reprinted label. If the contact has to appear on the label, it must be printed as part of a check-in.
You no longer need to check someone out and back in to reprint a label.
Still stuck? Clean install and contact support
If none of the above worked, do a clean install of the printer:
Remove the printer from the printers area of your computer and unplug it.
Follow the Install the printer section of How do I set up a check-in station? to reinstall from scratch.
If it still won't print, reach out to support. To help us help you quickly, include:
Your printer model and the device and operating system it's connected to.
The exact wording of the printer line in the station's footer.
The exact wording of any toast that appeared after you tapped Finish, and whether the footer chip said Labels sent or Labels ready.
Whether a test print from Settings > Printer came out.
Which labels are assigned to the event, and which printer family each one was built for.
For Dymo: a screenshot of the Diagnose result. For Brother: a photo of the printer's configuration label.
One last tip: if you print labels at your events, test every check-in station ahead of time — not just that it's set up, but that labels actually print as expected.