Troubleshooting:  Brother QL-820 NWB

 

 

Printer Components 

 

Badges not printed at visitor sign in 

 

Note the following assumptions before proceeding with outlined troubleshooting steps.   

Assumptions:  

  • Ensure Bluetooth is the connection method selected to connect the kiosk iPad to Brother QL-820NWB printer 
  • Ensure the iLobby application running on the iPad is the current version available 
  • Ensure the badge rolls used in the printer are compatible rolls provided by iLobby 
  • Ensure you have access to the iLobby portal for site configuration. 
     

Reboot the iPad 

  1. On the iPad device press the Sleep and Home buttons at the same time and hold for 10-15 seconds until the Apple Logo appears.  
  2. Release the buttons when the Apple logo appears ignoring the red slider.   

Note: If your iPad device does not have a Home Button follow the instructions below: 

  • Press the Power button and either the volume up or volume down button, hold down until a slider appears. 
  • Use the slider to power off the device 
  • Once the device has turned off, press and hold the Power button at the top of the device until the Apple logo appears to restart.   

 

Verify badge printing is enabled for desired visitor type 
 

  1. Log in to FacilityOS
  2. Select 
  3. Under Visitor OS select
  4. In VisitorOS select to access Main Menu 
  5. Select  from the Main Menu 
     
  6. Select your Site 
     
  7. Select Features tab 
  8. Ensure toggle to the right of Badge Printing is [ON]  
  9. Select

  10. Verify under section only visitor types that should NOT receive a badge are selectedMake any necessary changes.  
  11. Select Save to save changes. 


    For returning visitors verify badge expiration period in effect
    Note: By default, visitors returning within 24 hours will not trigger a new badge to be printed
  12. On the Features tab ensure the toggle to the right of Returning Visitors is  
  13. Select  
     


  14. Verify Badge Expiration Period setMake any necessary adjustments.   
     
    Note: Setting this to 0 will ensure a badge is printed on each sign in.   
     
     
  15. Select to Save changes.

    Verify Bluetooth connection is enabled between the iPad and printer
  16. In VisitorOS portal select to access Main Menu 
  17. Select   from the Main Menu 
     
    Note: If Devices is not visible when viewing your Main Menu this is likely due to limited permissions. Please contact your account admin for further assistance.

  18. Select Device 
     


  19. Ensure Bluetooth is selected under Connection Method 
     
     
     
     
    Note: Complete next steps on the printer device.

  20. Press the buttons to select the [Bluetooth] menu, and then press [OK].
  21. Select [Bluetooth (On/Off)] using the button, and then press [OK].
  22. Select [On] using the button, and then press [OK].  
  23. Use the [▲] and [▼] buttons to select Bluetooth > Automatic Reconnection > On in the settings menu. Press [OK]. 
  24. Press to go back to the main screen. 
     
    Note: Complete next steps on the iPad kiosk device

  25. On the iPad, exit the iLobby application.  
     
    Note: You can exit the iLobby app by pressing the Home Button (located on the front-facing screen where the charger is connected.  
    If your iPad does not have a Home Button, perform a swipe-up gesture starting in the bottom center of the screen, moving up towards the center of the screen. 
  26. On the home screen select the to access the settings menu
  27. Verify the Printer is connected via Bluetooth.  
     
    Note: It should say “connected”. If not, tap the Label Printer in the Devices list to connect.

  28. Restart the iLobby app by double-clicking the Home (round) button on the iPad and swiping up on the iLobby app to close it. Launch it again and re-try printing.
     

Reconnect the Printer with the iPad. 
 

  1. On the iPad, exit the iLobby application.  
     
    Note: You can exit the iLobby app by pressing the Home Button (located on the front-facing screen where the charger is connected.  
    If your iPad does not have a Home Button, perform a swipe-up gesture starting on the bottom center of the screen, moving up towards the center of the screen. 
  2. On the home screen select the to access the settings menu  
  3. Select Bluetooth 
  4. Take note of the last 4 digits of the device ‘QL-820NWB’ under My Devices 
  5. Select the blue info icon at the end of the device name 
  6. Select and then Forget Device to confirm. 
     
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  7. In the iPad Settings, turn Bluetooth function [OFF] Icon

Description automatically generated and then turn it back [ON]  
  8. After a few seconds, you should see the device ‘QL-820NWB’ appear under ‘Devices’. Make sure to connect to the device with the matching 4 digits at the end   
     
    Note:You may receive an automatic pairing request. Please confirm the PIN on the Printer before pressing ‘Pair’ on the iPad screen 
     
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Badges are printing too small  

 

Assumption:  

  • iPad and badge printer are using Bluetooth connectivity.   
     

Factory Reset Printer  

On the printer:  

  1. Press the Menu button on the printer  
  2. Using the [▲] and [▼] buttons, go to Administration. Press OK  
  3. Go to Reset -> Factory Reset -> Reset  
  4. Set up the date and time once the reset is completed  
  5. Press the Menu button and go to   
  6. Template Settings -> Template Mode - > Off  
  7. Bluetooth -> Bluetooth (On/Off) -> On  
  8. Bluetooth -> Automatic Reconnection -> On  
  9. Use the Use links below to save image. button to get back on the main date and time screen 

    Note: Complete next steps on the iPad kiosk device 

  10. On the iPad, exit the iLobby application.  
     
    Note: You can exit the iLobby app by pressing the Home Button (located on the front-facing screen where the charger is connected.  
    If your iPad does not have a Home Button, perform a swipe-up gesture starting on the bottom center of the screen, moving up towards the center of the screen. 
  11. On the home screen select the to access the settings menu 
  12. Connect the iPad to the device ‘QL-820NWB’ 
  13. Restart the iLobby app by double-clicking the Home (round) button on the iPad and swiping up on the iLobby app to close it. Launch it again and re–try printing. 
 

Badges not printed for Returning Visitors 

 

Assumption:

  • New visitor badges are being printed.  
  • You have the required permissions on the iLobby Portal to edit/configure your site(s). 

 

Complete these steps in VisitorOS portal 

  1. Log in to FacilityOS 
  2. Select   
  3. Under Visitor OS select  
     
  4. In VisitorOS select to access Main Menu 
  5. Select  from the Main Menu 
     


  6. Select your Site 
     


  7. Select Features tab 
  8. Select under Returning Visitors  
     


  9. In this interface, the Badge Expiration period allows you to modify how long badges remain valid for returning visitors before a new badge is printed. 
     
     
    Note: By default, the setting is 1 Day (programmed as 24 hours). You can reduce this to a minimum of 0 Hours/Days, which will print a new badge upon every return visit.  
 

Badges are not being printed after selecting ‘Re-print badge’ from the VisitorOS Dashboard.  

 

Assumptions:  

  • New visitor badges are being printed.  
  • The iPad and Brother QL-820NWB devices are connected successfully via Bluetooth. 
     
  1. On the Brother QL-820NWB device, press and hold the Power Button Use links below to save image.  until the light turns red  
  2. Unplug the power cord from the back of the device 
     
    Note: Complete next steps on the iPad kiosk device 
  3. On the iPad, exit the iLobby app, press the Settings App App Icon - Icons and Images - iOS - Human Interface Guidelines - Apple  Developer. In the General tab, press ‘Shut Down’, and then slide to power off  
  4. By this time, the printer has fully turned off. You can plug the power cord back in and press the Power Button Use links below to save image. to turn it on  
  5. Turn on the iPad by pressing the Power Button (usually located on the top left back corner of the iPad).   
  6. Release the Power Button when you see the Apple logo appear  
  7. Open the iLobby app and test the re-print function from the Portal  
     

Printed badges are missing some information, such as the company's logo or the visitor’s photo.  

 
Assumption:  

  • You have the required permissions on the iLobby Portal to edit/configure your site(s). **If not, please reach out your account admin for assistance** 

 
Complete these steps in VisitorOS portal 
 

  1. Log in to FacilityOS 
  2. Select   
  3. Under Visitor OS select  
     

  4. In VisitorOS select to access Main Menu 
  5. Select  from the Main Menu 
     
  6. Select your Site 
     


  7. Select Features tab 
  8. Select the Features tab and select Configure under Badge Printing  
  9. In the interface, click on the badge template to open a selection of 6 template styles 
     
    Note: To view these styles, you will need to select Change and from there you will be able to view the following options  


  10. After selecting a template, select Save in the opened interface and Save again when the interface closes to finalize all changes.  

 

 

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