If badges are not printing for all or some of your visitors, the issue is usually caused by either your badge printing setup, your badge roll, or specific sign-in flows that can prevent badges from printing.
Verify your badge printing configuration
- From the left sidebar in VisitorOS, click the Settings
icon, then select Sites.
- Select the site where badges are not printing.
- Click Features.
- Under "badge Printing", click Configure.
- Check that the correct "Connection Method" is selected.
- If your printer is connected to your network via ethernet, select Wi-Fi/Ethernet.
- If your printer is connected to your network via Wi-Fi, select Wi-Fi Direct.
- If you are using a Bluetooth connection, select Bluetooth.
- If your "Connection Method" is set to "Wi-Fi/Ethernet" or "Wi-Fi Direct", in the IP Address field, enter the IP address of the printer. To learn how to obtain the IP address, see the article for your printer model:
- Check that the correct "Media Type" is selected. To know which badge roll to use for your printer, see Types of badge rolls and paper.
- Under "Applicable to All Visitor Types, Except the Following" make sure you have only selected visitor types that you DO NOT want badge printing set up for.
- If you made an changes, click Save.
Verify your iPad is set up with the printer
- From the left sidebar in VisitorOS, click Manage, then select Devices.
- Select the iPad the printer is connected to.
- In the "Printer" tab, check that the correct "Connection Method" is selected.
- If your printer is connected to your network via ethernet, select WiFi.
- If your printer is connected to your network via Wi-Fi, select Wi-Fi Direct.
- If you are using a Bluetooth connection, select Bluetooth.
- If your "Connection Method" is set to "Wi-Fi" or "Wi-Fi Direct", in the IP Address field, enter the IP address of the printer. To learn how to obtain the IP address, see the article for your printer model:
- If you made any changes, click Save.
Verify your badge roll
Confirm that you are using a badge roll that was provided by FacilityOS or was purchased from the manufacturer of the printer.
- To learn about which badges rolls are supported, see Types of badge rolls and paper.
- To learn how to purchase a badge roll from FacilityOS, see Purchase items from the FacilityOS store.
- To purchase badge rolls from the manufacturer:
- For Brother printers, go to Product and Support Information to select your region and then view "Label Printers & Label Makers" to shop for rolls.
- For Epson printers, go to the Epson shop.
Sign-in flows that can affect badge printing
Your site may be configured not to print badges when certain conditions are met during sign-in. Use the information below to review sign-in flows that could be preventing badges from printing.
In "Visitor Approval" settings, if "Delay Badge Printing Until After Sign-In Approval" is selected, badges print only after visitors are approved. For more information, see Change visitor approval settings or Approve or deny visitor sign-ins.
By default, your watchlist will not print badges for denied visitors. If you would like badges printed for denied visitors, contact your customer success representative or the FacilityOS support team.
In "Returning Visitors Settings", if the "Badge Validity Period" is set to a specific number of days or hours, a badge prints only after that validity period has passed. For more information, see Troubleshoot returning visitor badges not printing.
Additional resources
If the above options did not resolve your issue, try the following:
For Brother QL-820NWB printers connected via Bluetooth, reset the printer. For more information, see Factory reset your Brother QL-820NWB printer.
For Epson C4000u printers, if you see a message displayed on the operational panel, see Epson's CW-C4000 Series User's Guide.