Brother QL-820 NWB Printer. Wi-Fi Connection Method

Brother QL-820 NWB Printer. Wi-Fi Connection Method



Printer Components

Issue 1: My printer was working in the past, but now it is not printing badges when a visitor signs in.

Step 1: Check that the printer and the iLobby portal are using the same IP address.

  1. To find the IP address of the printer, press the [Menu] button and use the [▲] and [▼] buttons to select: WLAN -> WLAN Status -> Infrastructure Mode.
    You see the IP address in the "IP Addr" field.
  2. In the iLobby portal, click the settings icon located in the top-right of the screen, then click Configuration.
  3. Select your site, then, on the Features tab, scroll to the Badge Printing section. Check that badge printing is enabled and verify that the IP address matches that of the printer. Make any necessary changes and click Save.
  4. Test the printer, then make the IP address static, following the directions in the Printer Setup guide.

Step 2: Check that badge printing is enabled for the visitor's visitor type.

  1. In the iLobby portal, click the settings icon located in the top-right of the screen, then click Configuration.
  2. Select your site, then, on the Features tab, scroll to the Badge Printing section. Check that the “Exclude the following visitor type(s)” setting does not include that of the visitor whose badge did not print 

Step 3: If the visitor has signed in recently, check the badge expiration period (by default, visitors returning within 24 hours will not have a badge printed for them).

  1. In the iLobby portal, click the settings icon located in the top-right of the screen, then click Configuration.
  2. Select your site, then, on the Features tab, scroll to the Returning Visitors section. 
  3. Click Configure, then set the Badge Expiration Date to zero: this will ensure a badge is always printed for returning visitors.

Issue 2: I have followed the steps in the Setup Guide, but my printer is not printing badges.

Check that the device can communicate with the printer.
  1. To find the IP address of the printer, press [Menu] and use the [▲] and [▼] buttons to select: WLAN -> WLAN Status -> Infrastructure Mode.
  2. Next to IP Addr, you see the IP address.
  3. Open Safari on the device and enter the printer IP address in the address bar. You should see the Brother web configuration page. If this page does not load, the network may have a restriction preventing devices from communicating with one another. Contact your network administrator for more information. Note that this is a common occurrence on a guest network.

Issue 3: Badges don't print when I select “Re-print badge” from the iLobby portal, but do print when a new visitor signs in.

Restart the printer and iLobby device.
  1. Power off the printer and turn it back on. Reset the device. For iPads, hold the Power and Home buttons until the Apple logo appears.
  2. Test the printer by reprinting a badge from the iLobby portal (this function is available from the Dashboard). If the issue persists, contact support@goilobby.com

Issue 4: Multiple devices/printers are assigned to the same site and I want to ensure badges get printed to the correct printer.

Specify the printer IP address for each device in the device settings of the portal.

For standard configurations, only one printer IP address is entered in the site's settings. If there is more than one printer at the same site, each printer's IP address needs to be added to the device settings as follows:
  1. In the iLobby portal, click the settings icon located in the top-right of the screen, then click Devices.
  2. Enter the printer's IP address and click Save. 
  3. Restart the iLobby device to apply the new settings.
  4. Repeat for additional printers. 

Issue 5: Badges are printing without visitor photos or without a company logo.

Use an appropriate badge template.
  1. In the iLobby portal, click the settings icon located in the top-right of the screen.
  2. Select your site, then, on the Features tab, under Badge Printing, click the pencil icon beside Template: 
  3. Select the desired badge template.

Issue 6: Badges are printing with red text or the print is faded.

Check that the correct badge paper is installed and that it is installed correctly.

If badges are printing with red text, check that the correct paper has been installed. Additional rolls can be purchased in the iLobby store: portal.goilobby.com/Store/
If badges have faded print, try reinstalling the paper roll: a piece of badge paper may be stuck inside. If the issue persists, please contact support@goilobby.com

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