Troubleshoot Name Badge Printing Issues Efficiently
In this article, we will share some actions you can take if you run into issues connecting your printer with the zkipster app via WiFi and via Bluetooth.
Some factors that affects the unsuccessful device pairing:
Device model and version is outdated
zkipster app version is not updated
Printer driver is out of date
Internet connection is not stable or not connected to the same network
Mobile device permission for zkipster app to access device is not on
The steps listed below will outline the different ways to troubleshoot the name badge printer.
A. Check if the Device Model and OS version is updated
For iOS devices: Go to 'Settings' and tap on 'General' on the left hand side of the screen then tap into the 'About' section:
For Android devices: Go to the device 'Settings' and tap on 'System'. Tap into the 'About Device/Phone/Tablet' section and you will see the 'Android Version':
Please note: zkipster is only supported on Apple iOS 13 and higher. And the minimum supported OS needed for Android 11.0 (Red Velvet Cake), but we recommend using a device running the latest Android 13.0 (Tiramisu).
If the iOS needs updating, go to Settings > General > Software Update. Please refer to this article on Device Recommendations to view if the zkipster app is supported for the specific model and iOS.
For updating Android devices, there are a few variations on where you can locate and update the OS of your mobile or tablet. Please check the device manual for specific instructions.
B. Check if the zkipster app version is up to date
The version of the zkipster app you are using and the latest version is available at the bottom of the Events dashboard and via the 'More' option located at the bottom right side of the app screen. You can also check the steps here for more details.
C. Check if the printer driver is updated
Compatible on-site badge printing devices for zkipster are the Brother QL-710W, Brother QL720NW and the Brother QL-810W, Brother QL-810WC, QL820NWB and QL820NWBC series printers. Please check this article for more information.
To check if the printer driver is up to date. Download the 'Firmware Update Tool' from the brother website and follow their instructions here.
D. If connecting via WiFi, check if the internet connection is stable and the devices are connected to the same network
On the printer, ensure the WLAN is connected to the correct network
On the device (iOS/Android), ensure you can see the printer in the nearby WiFi list
Re-launch the zkipster app, if the printer is still not displayed in WiFi and only shows on Bluetooth try to do the following:
a) Via the printer, turn the Bluetooth off and ensure the WLAN is ON
b) Go back to the device (iOS/Android), refresh the printer view
E. Check if the device permission for the zkipster app to access device is allowed
For iOS devices troubleshooting:
Go to 'Settings' and scroll down to select the zkipster app
Toggle on Bluetooth or Local Network for WiFi connections
Close the zkipster app and reopen and try to connect to the printer
If it does not connect. Try to uninstall the app, restart your device and re-download the zkipster app. A prompt on the app to allow zkipster access to the Bluetooth and Local Network functions will appear.
For Android devices troubleshooting:
(The steps below may vary slightly across different Android models)
Go to 'Settings'
Under 'App & Notifications' go to 'See all apps'
Select the zkipster app and you will find a 'Permissions' section to allow the zkipster app to access the Bluetooth and WiFi functions
Close the zkipster app and reopen and try to connect to the printer
If it does not connect. Uninstall the app, restart your device, and then re-download the zkipster app. A prompt on the app to allow zkipster access to the Bluetooth and Local Network functions will appear.
F. Troubleshooting Bluetooth Pairing Issues
If you are having issues connecting your compatible Brother printer with the zkipster Mobile App via Bluetooth, please follow the steps below:
For iOS devices troubleshooting:
1. Access the iPad settings > go to 'Bluetooth' > select the printer > select 'Forget device';
2. Open the zkipster Mobile App and select the event;
3. Click on the 'More' button from the bottom of the screen and open the 'Printer Settings';
4. Click 'Select Printer' > Under 'Bluetooth' click on 'Pair New Printer' and select your printer;
5. Your printer's name should now be displayed under the 'Bluetooth' section > click to select it
6. You should be redirected to 'Printer Settings' menu and the printer should be connected.
For Android devices troubleshooting:
1. In the tablet settings, go to Connections > Bluetooth;
2. If the printer is shown under the Available Devices, pair your tablet with the printer;
3. If the printer is not shown, there might be an issue with your tablet's Bluetooth or printer. Please get in touch with the hardware provider in this case.
4. Open the zkipster Mobile App and select the event;
5. Open the “More” menu from the bottom right side > Click on 'Printer Settings' > Click on 'Select Printer';
6. Under 'Bluetooth', click on 'Pair new printer' and select your printer;
7. Your printer's name should now be displayed under the 'Bluetooth' section > Click on top of it to select it;
8. You should be redirected to 'Printer Settings' menu and the printer's name should be connected.
How to Connect your Printer to the zkipster app
Once you have checked the steps above and your mobile device is connected to the same wireless network as the printer via WiFi connection. Please follow the steps below:
Open the zkipster app
Select the event
Tap on 'More' in the bottom right corner
Under Event Settings, tap on 'Printer Settings' and go to 'Printer'
Tap on the printer of your choice via WiFi or Bluetooth
Once the badge printer is connected the printer name will have a check-mark beside it:
Pro Tip: The Name Badge 'Printer Settings' will also display the specific settings for the connected printing device. This is also where you can change the 'Custom Paper Length', toggle the 'Auto Print' to ON and select the 'Quality' of the Name Badge Printing as Low Resolution, Normal, Double Speed and High Resolution.
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