Brother Printer Troubleshooting

If your Brother Printer isn't working, make sure that you are checking in someone who should get labels. If you are trying to check someone into a location with labels assigned, yet nothing prints, this article provides troubleshooting steps for the most common printing issues.

App Settings - Mobile App for iOS/Android

1. Verify that the Check-Ins app has permission to access.
2. Go to System Preferences and scroll down to select Check-Ins App
   • Your local network for Wi-Fi setups
   • Bluetooth for Bluetooth setups
   • Camera for all setups
3. This is what your settings should look like.

Tips and best practices: 

1. You should always turn your printers on first, wait to let them become fully discoverable on your network, and then launch the Check-Ins app.
2. If you have an “Ethernet/Internet wire” plugged in. “DO NOT TURN ON WIFI”. Having both will cause an issue with communication to the printer. Your printer with be one or the other. Not both.
3. Once launched, at the bottom of your display you will see one of these icons.
4. This means no printer is connected
5. This means a printer is connected 
6. Click on the icon to see available printers and also scroll down to check the version. Currently, you should see "3.0.2". If not, you will need to close the app by double-tapping
7.  
8. the Home button and then swiping up on the app. Then go to the self-service app to update.

Select your printer using the following:

1. IP Address - Each printer will have a specific label stating what its “IP-XXX” is on the side.  In this case above it's IP-29. Some printers have 3 for example “IP-219” (Example of Label on a Printer.
   
2. Bluetooth – The last four of its Bluetooth ID. “BT-XXXX”. This label is located on the side of the printer, in this case it’s “BT-9844”(Instructions for Bluetooth is below-Last Resort) 

1. Once you choose the correct printer it will ask you to select the “Label Type”.

1. Globally we all use the same default label time DK-2205. If not, you can find the label number on the label inside the printer if it ever changes.
2. Press “Print test Label”
   • If it doesn’t print close down the app by pressing the home button or swiping up and then swipe up on the App to close it down completely.
   • Then re-open and follow the above steps again.
3. If you cannot find the printer in the Check-Ins App. Go the next steps to connect to Bluetooth.

Bluetooth – Last Resort – It is the slowest way to print a label.

1. On the printer turn on Bluetooth. Left Photo Bluetooth is off, Right Photo Bluetooth is “ON”. If it’s blinking no printer is connected.  

Turning on Bluetooth

1. Hit “Menu” on the Printer
2. Scroll down till you see Bluetooth Menu – Hit “OK” on the printer
3. Select Bluetooth (On/Off)- Hit “OK”.
4. Select “On” – Hit “Ok” on the printer

1. On the iPad, go to System Preferences and select Bluetooth.
   • Bluetooth – To select the correct printer use the last four of its Bluetooth ID. “BT-XXXX”. This label is located on the side of the printer, in this case, the top one is “BT-8093” the one we will use.
   • Once selected it will ask to pair, then hit continue. It will say connected once paired correctly. This is similar to what you would see below

1. Open the Check-In app and click your Printer or Triangle icon.
2. You should see a printer with “Bluetooth” below its name.
3. Select the printer, then it will ask to choose a label. Same instructions as above.
4. Click “Print Test Label”, then hit “Done in the top right corner.
5. Then hit “Done” in the top left corner of the screen to get you back to the “Home Screen” of the Check-In app.

Labels

1. The printer will not connect or print if it receives a command asking for a paper size different from what is loaded or if the label cartridge is damaged or assembled incorrectly.

The Wrong Label Type error might also mean that you have an incompatible label type installed or need to change the label size in the Paper Selection area of the Printer Settings. You might also get the Cover Not Closed or Printer Out of Labels error messages. 

Try the following:

1. Remove the label cartridge. If it's a reusable cartridge, take it apart and reassemble it, ensuring all pieces are connected correctly.
2. Re-insert the label cartridge, ensuring it's straight and pushed down firmly.

Check-Ins default to the 62mm Continuous (DK 2205) labels, so any other label type must be selected the first time you start the app.

If you are using the size that is selected in the Printer Settings: 

1. Try pushing the cartridge down firmly; you should feel it click into place.
2. Verify there is nothing in the printer label well by pulling out the label cartridge, holding the machine open upside down, and tapping it. Loose paper or anything small could prevent the cartridge from being read correctly.
3. The cartridge pushes down pins, allowing the printer to know what type of cartridge/label size is used. If the pins are being blocked or incorrectly pushed in any way, the printer will misread the cartridge.
4. If you have another Brother printer with a set of labels that are printing, try switching the label roll (entire cartridge) and see if that works. If printing works after the switch, it's likely one of the reasons listed above.
5. If you see an error message with a number (like Error 15 or 22), you most likely do not have the labels inserted correctly.