If your Brother printer isn't working, make sure that you are checking in someone who should get labels. Sometimes, printers are found once a print job is sent. 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:
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App settings
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Printer settings
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Network settings
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Labels
Desktop App for Mac/Windows
If you recently installed a new printer or switched label types, you must update your selected printer from the Printer Check page.
With the Check-Ins app open, press [CMD+2] (Mac) or [CTRL+2] (Windows) to open the Printer Check page. Select the printer to print from and the labels installed on that printer.
Send a test print, then select Continue to Station to get back to checking people in!
Mobile App for iOS/Android
Your device settings could be obstructing communication with your printer. In your device's settings, verify that the Check-Ins app has permission to access:
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Your local network for Wi-Fi setups
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Bluetooth for Bluetooth setups
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Camera for all setups
Some default printer settings can interrupt wireless printer connectivity with the Check-Ins app. You may need to troubleshoot the Wi-Fi or Bluetooth connection.
Warning
The Brother 800 is only compatible with the Mac/Windows desktop app, connected via USB.
The more steps you take before reaching out to Planning Center Support, the more information you'll have to share. When working through the steps below, try to screenshot or record what you see if a particular step gives you trouble.
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Use the printer experiencing the connection issue to print a configuration label. Find your printer type in the table below for instructions.
Printer Type
Instructions
810W
810Wc
1110NWB
1110NWBc
1. Turn on the label printer (solid green light).
2. Press and hold down the cut button until the green light is flashing.
3. Release the cut button. It should print a few labels, and one will have the machine's IP Address/Wi-Fi SSID.
820NWB
820NWBc
1. Press the Menu button.
2. Select WLAN, press OK, and then select WLAN Status and press OK again.
3. Select Infrastructure Mode and then OK to see the address.
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Once you have your labels, check the following settings (they can be found in various places on all of the labels that print):
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SSID should match the Wi-Fi name to which your iOS/Android device is connected.
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Communication Type should be set to Infrastructure. If you see the words “Wireless Direct,” this setting must be changed.
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IP Address should not be 0.0.0.0. If you see 0.0.0.0., you are not connected to the network and must reset the printer’s network settings.
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Template Settings should be set to Off.
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WLAN On Power On should be set to Keep Current State.
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Auto Power settings should be set to Off.
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If your printer configuration does not match the required settings above, use the instructions for your printer type below to change those settings.
Printer Type
Instructions
810W
810Wc
1110NWB
1110NWBc
1. From a browser on the same Wi-Fi network as the printer, type the printer IP address (from the config label) in the search bar.
Important
If this page does not load, you are not on the same Wi-Fi network as your printer! You must go through the setup steps for your printer again.
2. Log in as the admin and go to the Printer Settings tab. The password to log in to the site is likely on the bottom of your printer. Make these updates:
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Power Settings:
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Auto Power Off (AC/DC): None
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Communication Settings:
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The Network Settings on Power On: Keep Current State
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Selected Interface: Infrastructure or Adhoc
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3. Repeat this process for each printer.
820NWB
820NWBc
1. Tap the Menu button. Go to the WLAN submenu and select Infra Manual Setting. You should see the Wi-Fi network listed.
2. Select the network and enter your password to connect.
3. Tap the Menu button. Go to the WLAN submenu > Network Mode and select Infrastructure Mode.
4. Tap the Menu button. Go to the Bluetooth submenu and select Bluetooth (On/Off) > Off.
5. Tap the Menu button. Go to the Settings submenu and select Auto Power Off > Adapter (or Li-ion Battery if using a Battery) > Off.
6. Tap the Menu button. Go to Template Settings and select Template Mode > Off.
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Once you've updated the settings, restart the Check-Ins app and try selecting your printer again.
Important
The Brother 820NWB, 820NWBc, 1110NWB, and 1110NWBc are the only Bluetooth-compatible models.
There are a few factors that could affect your Bluetooth pairing. You may need to adjust your setup based on these:
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Are any walls or equipment situated between your station device and printer?
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Are other stations paired to Bluetooth printers within 10 feet? Keeping stations further apart will reduce connectivity issues.
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Have you paired your Bluetooth printer with another device? Even if that device is off, the printer needs to be forgotten on that device to pair with your station.
Important
Occasionally, strict network configurations can prevent Check-Ins from connecting to your printers. Please have your Network or IT Administrator review our network guidelines and recommendations to ensure your network is optimally configured for Check-Ins.
Start by verifying that you're connected to the 2.4GHz network channel option. Brother printers connected via Wi-Fi only support that channel, and some wireless networks have multiple.
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Open the Wi-Fi menu on your phone or computer and check for multiple options with your Wi-Fi's name.
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See if there are multiple similar network names, for example:
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"pico_wifi" and "pico_wifi_5G"
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"pico_wifi" and "pico_wifi 5.0"
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"pico_wifi" and "pico_wifi5"
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"pico_wifi 2G" and "pico_wifi"
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If there are multiple similar networks, pick the one with either 2G, 2GHz, or nothing extra in the name. These are most likely the 2.4GHz Wi-Fi network.
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If nothing in the network name indicates the channel, use a laptop or desktop computer to get more details.
Operating System |
Instructions |
Apple/Mac |
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Windows |
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If you're connected to a 2.4GHz channel and the network is set up as recommended, here are additional questions to consider:
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How close is the closest access point?
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Is your Wi-Fi network managed or unmanaged?
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Is your network open to the public?
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Do printer connection issues occur during the week when testing, or only on Sundays and other 'peak' usage times?
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Are other ministries using the network to download or stream content?
It's best to prioritize the Check-Ins devices on a closed, managed network and place them close to access points/routers. Testing your devices on another network to see if the same behavior occurs can verify whether the issue is your campus network or something else.
Tips and best practices:
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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. Your Check-Ins devices should be able to see the Brother printers if the Brother app (iPrint & Label) can see them.
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If you need to manually enter an IP address to get the Check-Ins app or the Brother app to find the printer, that indicates they are not easily discoverable on your network, and you may need to make network changes.
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If you cannot find the printer in the Brother app, you cannot see it in Check-Ins. Troubleshoot finding your printer with the Brother Support Team.
Check-Ins determines if you have one of the correct label sizes before it connects to the printer. 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.
Tip
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, Retrying Print, or Printer Out of Labels error messages.
Try the following:
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Remove the label cartridge. If it's a reusable cartridge, take it apart and reassemble it, ensuring all pieces are connected correctly.
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Re-insert the label cartridge, ensuring it's straight and pushed down firmly.
Important
Check-Ins defaults to the 62mm Continuous (DK 2205) labels, so any other label type must be selected the first time you start the app. If you change to another label type after your current label roll runs out, change the Paper Selection in the app Printer Settings to match.
If you are using the size that is selected in the Printer Settings:
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The black lines on the label roll should go on the right side when installing.
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Try pushing the cartridge down firmly; you should feel it click into place.
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If the cartridge is reusable, the label refill must match the original labels that came with it. If the cartridge needs to be reassembled after a roll change, try taking it apart and reassembling it. Be sure the pieces are aligned correctly and reassembled tightly.
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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. 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.
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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.
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Make sure that the label cartridge matches the label type you've loaded on it. The small circles at the bottom of the label cartridge communicate to the printer which labels are loaded, and if the cartridge is damaged or the wrong cartridge was loaded with your normal labels, Check-Ins will show the label type alert.
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If you see an error message with a number (like Error 15 or 22), you most likely do not have the labels inserted correctly.