Self-Service Kiosk label printer issues

2023-07-12Last updated

If the Genetec ClearID™ Self-Service Kiosk label printer is not performing as expected, you can check the configuration, check the hardware, or perform additional troubleshooting steps.

To help you troubleshoot Self-Service Kiosk label printer issues, refer to the possible causes and their respective solutions that follow.

No Bluetooth label printers detected

Description: No Bluetooth label printers were detected. This issue can be caused by a configuration or hardware issue.

Solution:
  1. Check that the printer is powered on and ready for use.
  2. Check that Bluetooth is enabled on the label printer.
    1. In the Settings menu, select Bluetooth > Bluetooth (On/Off) > On and press OK.
      Brother TD-4550DNWB Label Printer LCD display with Bluetooth (ON/OFF) menu selected. Brother TD-4550DNWB Label Printer LCD display showing Bluetooth (ON/OFF) menu with Bluetooth enabled (ON).
    2. In the Settings menu, select Bluetooth > Automatic Reconnection (On/Off) > On and press OK.
      Brother TD-4550DNWB Label Printer LCD display showing Bluetooth Automatic Reconnection menu with Automatic Reconnection enabled (ON).
  3. Check that Bluetooth is enabled in the ClearID Self-Service Kiosk mobile app.
  4. Check that Bluetooth is enabled on the iPad.
  5. Check that the printer is paired with the ClearID Self-Service Kiosk.
  6. (Optional) Perform a hard reset of the Self-Service Kiosk iPad.
    1. Configure your Self-Service Kiosk iPad.
    2. Do one of the following:
    3. Select a label printer.
    4. Print a test badge.

No Wi-Fi label printers detected

Description: No label printers were detected on the Wi-Fi network. This issue can be caused by a configuration or hardware issue.

Solution:
  1. Check that the printer is powered on and ready for use.
  2. Check that the Wi-Fi network is available.
    The Wi-Fi network must be enabled for use and support the following:
    • Bonjour - required for device search.
    • SNMP - required to check printer status information.
    • UDP or TCP Port 9100 - required to send print data.
  3. Check that Wi-Fi is enabled on the label printer.
    1. In the Settings menu, select WLAN > WLAN (On/Off) > On and press OK.
      Brother TD-4550DNWB label printer LCD display showing the WLAN menu. Brother QL-820NWBc or QL-820NWB label printer LCD display showing the WLAN menu with the WLAN activated.
  4. Check that Wi-Fi is enabled on the iPad.
  5. Check that the Self-Service Kiosk iPad and the label printer are on the same Wi-Fi network.
  6. (Optional) Perform a hard reset of the Self-Service Kiosk iPad.
    1. Configure your Self-Service Kiosk iPad.
    2. Do one of the following:
    3. Select a label printer.
    4. Print a test badge.

No Ethernet label printers detected

Description: The label printer is showing the Wired LAN Status Link Down.
Brother TD-4550DNWB Label Printer LCD display Wired LAN Status information screen showing Link Down error message.
Solution:
  1. Check that the printer is powered on and ready for use.
  2. Check that the Wi-Fi function on the label printer is turned off.
    1. From the label printer Settings menu, turn OFF WLAN (Wi-Fi).
      Brother TD-4550DNWB Label Printer LCD display with WLAN (ON/OFF) menu selected. Brother TD-4550DNWB Label Printer LCD display showing WLAN (ON/OFF) menu with WLAN disabled (OFF).
  3. Check that the Bluetooth function on the label printer is turned off.
    1. In the Settings menu, select Bluetooth > Bluetooth (On/Off) > Off and press OK.
      Brother TD-4550DNWB Label Printer LCD display with Bluetooth (ON/OFF) menu selected. Brother TD-4550DNWB Label Printer LCD display showing Bluetooth (ON/OFF) menu with Bluetooth disabled (OFF).
  4. Check that the Ethernet network is available.
  5. Check that Ethernet is enabled on the label printer.
    1. In the Settings menu, select Wired LAN > TCP/IP Settings > Auto and press OK.
    Brother TD-4550DNWB Label Printer LCD display Wired LAN menu. Brother TD-4550DNWB Label Printer LCD display TCP/IP Settings menu with Auto selected.
  6. Check that the printer is connected to a LAN port and not to a WAN port (either on your router or your organizations network).
  7. Verify that you are using the correct type of LAN cable.
    Best Practice: Use a straight-through Category 5 (or greater) twisted-pair cable for 10BASE-T or 100BASE-TX Fast Ethernet Network.
  8. (Optional) Perform a hard reset of the Self-Service Kiosk iPad.
    1. Configure your Self-Service Kiosk iPad.
    2. Do one of the following:
    3. Select a label printer.
    4. Print a test badge.

Printing: A printing error has occurred. There is no paper in the printer.

Description: The label printer has run out of labels or has jammed.

Solution:
  1. Check for the end of the label roll and replace if necessary:
    • Brother QL-820NWBc or QL-820NWB: DK Roll - 62mm Black (Brother Part No: DK-2205) or 62mm Red and Black (Brother Part No: DK-2251)
    • Brother TD-4550DNWB: RD Roll - 57mm Black (Brother Part No: RD001U1S)
  2. Check the printer for a label jam or feed error.

Brother QL-820NWBc or QL-820NWB: A printing error has occurred

Description: The Brother QL-820NWBc or QL-820NWB label printer has encountered an unknown printing error.
Apple iPad showing the ClearID Self-Service Kiosk mobile app settings page with a printing error message displayed.
Solution:
  1. Check the Label Printer Led Status indicators FAQ database for possible causes.
  2. Check the Connecting to a Mobile Device section for possible causes.
  3. Check the FAQs & Troubleshooting Printing section for possible causes.

Brother QL-820NWBc or QL-820NWB: Printer turns off unexpectedly

Description: The label printer turns off automatically at the same time every day.

Solution: Change the settings from the printer menu.
  1. Press the Menu button.
  2. Select Settings using the buttons, and then press the OK button.
  3. Select Auto Power Off using the buttons, and then press the OK button.
  4. Select Adapter using the buttons, and then press the OK button.
  5. Select Off using the buttons, and then press the OK button.
  6. (Optional) Also set the time to Off for [Li-ion battery], following the steps above.

Brother TD-4550DNWB: A printing error has occurred

Description: The Brother TD-4550DNWB label printer has encountered an unknown printing error.
Apple iPad showing the ClearID Self-Service Kiosk mobile app settings page with a printing error message displayed.
Solution:
  1. Check the Label Printer Led Status indicators FAQ database for possible causes.
  2. Check the Connecting to a Mobile Device section for possible causes.
  3. Check the FAQs & Troubleshooting Printing section for possible causes.

Brother TD-4550DNWB: Badge printout never arrives

Description: When printing a badge, the badges are sent to the printer but the printed badge never arrives.

Solution:
  1. Check the printer LCD display to confirm you are not in a configuration or settings menu.
    Note: Leaving the printer in a configuration or settings menu can cause badge printing to be paused until you complete your changes.
  2. If you left the printer in a configuration or settings menu, press the Menu button or use the printer controls to return to the homepage.

    After returning to the homepage, badge printing should resume as normal.

Brother TD-4550DNWB: Badges do not print as expected

Description: The label printer prints a partial label or label orientation appears to be messed up. For example, in some situations the printer can print half a badge or print across two labels.

Solution:
  1. Before printing any badges, check your label alignment and orientation.
    Brother TD-4550DNWB label printer with the roll compartment cover open and the correct label alignment highlighted.
Important: The first label must be aligned with the front edge of the printer to ensure correct printing. Make sure that none of the labels have advanced past the front edge of the printer before printing. The printer only detects the label edges automatically after printing the first label, if the first label is misaligned badge printing issues can occur.

For more information about how to load labels or sensor positioning for different label types, see Load the RD roll and Check the Sensor Position in the Brother online printer documentation.