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Printer Troubleshooting Guide

Updated over 5 months ago

Printer issues are one of the most common support requests, but with a few simple steps, you can minimize or completely resolve these problems.

VMC supports the following Brother label printers for badge printing. Ensure you're using one of these supported models:

  • Brother QL-720NW (LAN, Wireless)

  • Brother QL-800 (LAN)

  • Brother QL-820NWB (LAN, Wireless, Bluetooth)

  • Recommendation: We suggest the Brother QL-820NWB printer for its features and compatibility

How Printing Works

Setting up a printer is simple! It connects directly to your iPad via Wi-Fi or Bluetooth (if supported).

1️⃣ When a visitor signs in, the iPad sends data to the VMC cloud.
2️⃣ VMC confirms the sign-in and sends the badge printing request back to the iPad.
3️⃣ The iPad communicates with the printer and prints the badge with the selected details (e.g., name, photo).

📌 Notes:

  • Multiple iPads can connect to one Wi-Fi printer.

  • Bluetooth printers only allow one iPad connection at a time.

Printer Configuration Options

Once you've installed the VMC iPad app and logged in, you can configure your printer:

Access Printer Settings: Tap "SETTINGS" at the bottom of the screen.

  • Printer under NETWORK PRINTER (Wi-Fi & Ethernet) – Select a network-connected printer. If not detected, perform a manual setup by entering the IP address and printer model.

  • IP Address – Displays the printer’s network IP once connected.

  • Bluetooth Search & Pair – For the Brother QL-820NWB series printer, this function works similarly to the Network printer option. It will display a list of available Bluetooth printers that you can connect to.

  • Printer under BLUETOOTH PRINTER – Clicking it lists available Bluetooth-enabled printers.

  • Paper Size – Default is 62mm x 100mm (DK-11202 labels recommended).

  • Print Test – Sends a test badge print job to check functionality.

  • Reachability Test – Checks if the printer is connected (without printing).

Printer Stops Working? Try These Fixes!

If your printer won’t print or displays an error on the iPad:

1️⃣ Log out & Restart the App

  • Tap the bottom-right corner of the iPad kiosk screen until the settings icon appears.

  • Tap it and enter your iPad kiosk password to log out.

  • Alternatively, force close the app (double-tap the home button & swipe up on the app window).

  • Log back in and check Printer Settings.

2️⃣ Reconnect the Printer

  • If your printer is not listed, try reconnecting it.

  • If listed, run a Print Test or Reachability Test.

  • Applies to both Wi-Fi & Bluetooth printers.

3️⃣ Check for Updates

  • Ensure you're using the latest version of the VMC app (download from the App Store).

  • Update your iPad to the latest iOS version.

4️⃣ Disable Unnecessary Features

  • If Bluetooth isn’t needed, turn it off on both the iPad & printer.

  • Turn off "Template Mode" on the printer:

    • Menu → Template Settings → Template Mode → Off.

5️⃣ Check Label Cassette

  • Ensure the label roll is inserted correctly.

  • Use only Brother DK-11202 labels (62mm x 100mm).

  • If labels are jamming, remove & reinstall the roll:

    • Turn off the printer.

    • Open the cover & remove the roll.

    • Reinsert properly, threading it through the slot.

    • Close the cover & turn the printer back on.

During startup, the label roll should align automatically, and the LED should turn green.

📌 Important Notes

  • Printers get a unique IP address on the network. If turned off, the IP may reset, requiring reconnection.

  • Your IT Admin can set a static IP for the printer to prevent IP changes.

  • If the printer isn’t visible on the network, consult your IT Admin.

  • If the problem persists, your printer may need servicing. Brother printers come with a two-year limited exchange warranty. Contact Brother Service Centers for assistance.

⚠️ Label Compatibility:
VMC officially supports DK-11202 labels (62x100mm). Other formats may work but are not guaranteed. Ensure you're using genuine Brother labels and that they are inserted correctly.

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