Brother QL-820NWB, Wi-Fi
Check iPad and printer networks
The printer and iPad must be on the same network to print badges. Follow these steps to compare network names:
On the printer, use the [▲] and [▼] buttons to select WLAN > WLAN Status > Infrastructure Mode in the settings menu. Press [OK].
Beside SSID, find the network name. This is the network the printer is connected to.
On your iPad
Go to Settings > Wifi
You will see the Network name under "Connected".
If your iPad and printer are on different networks, you’ll need to determine which is correct. Then, change the iPad or printer network accordingly.
It’s easier to change the iPad’s Wi-Fi network (you can do this from the Settings app on the iPad).
To change the printer’s network, you’ll need to walk through the setup steps again.
If the iPad has been recently updated to iOS 14 you need to make sure that "Local network" is enabled.
On the iPad go to Settings
Find Envoy visitors
Ensure that
Local Networkis toggled to the on position
Check printer IP address
On the printer, use the [▲] and [▼] buttons to select WLAN > WLAN Status > Infrastructure Mode in the settings menu. Press [OK].
Beside IP Addr, you’ll see the IP address. It will be a series of numbers separated by periods (for example:
192.168.1.44or10.0.1.23).On your computer, log in to Envoy, and go to Visitors > Devices > Printers.
Locate the device status for the printer at your location.
Locate the IP address. Compare the IP address listed here to the one listed on the printer screen.
If they are different, click 3 dots on the top right > Edit IP address and edit the IP address to match the one listed on the printer screen.
Check Bluetooth connection
On the iPad, go to Settings > Bluetooth > Forget This Device.
On the printer, use the [▲] and [▼] buttons to select Bluetooth > Bluetooth (On/Off) > On in the settings menu. Press [OK]
Press the [↩] button to return to the main screen. You should see the Bluetooth icon in the top right.
Go back to the iPad, and navigate to Settings > Bluetooth. Under Devices, look for Brother QL-820NWBxxxx, like “Brother QL-820NWB1234".
Close settings and open the Envoy Visitors Kiosk app on the iPad.
Brother QL-720NW, Wi-Fi or Ethernet
Check iPad and printer networks
The printer and iPad must be on the same network to print badges. Follow these steps to compare network names:
Press and hold the printer’s cut button until the badges begin printing. Five badges will print.
On the fifth badge, find < NAME (SSID) >.
Beside < NAME (SSID) >, find the network name. This is the network the printer is connected to.
On your computer, go to your devices page.
Locate the device status for the iPad at your location.
Beside the Wi-Fi network, find the network name. This is the network the iPad is connected to.
If your iPad and printer are on different networks, you’ll need to determine which is correct. Then, change the iPad or printer network accordingly.
It’s easier to change the iPad’s Wi-Fi network (you can do this from the Settings app on the iPad).
To change the printer’s network, you’ll need to walk through the setup steps again.
Check printer IP address
Press and hold the cut button until the badges begin printing. Five badges will print out. Discard the first three.
On the fourth badge, look for the IP address line. It will be a series of numbers separated by periods (for example:
192.168.1.44or10.0.1.23).Note, if your IP address starts with
169.254, the printer was unable to provide a working IP address. If this happens, you may need to factory reset the printer to get it to be able to connect properly.On your computer, log in to Envoy, and go to Visitors > Devices > Printers.
Locate the device status for the printer at your location.
Locate IP address. Compare the IP address listed here to the one listed on the printer screen.
If they are different, click the 3 dots at the top right > Edit IP address and edit the IP address to match the one listed on the printer screen.
Envoy Print
With Envoy Print, your printer will be connected to your computer, not an iPad. This means you will need to do most of the troubleshooting on your computer.
Envoy Print will only work if the printer you connect is set as the Default printer under the printer/scanner settings for the computer in which Envoy Print was downloaded on. If the printer is not set as the default, your printer will not print out badges.
Since Envoy Print supports a wide variety of printers, you'll need to refer to the specific user guide that was provided with your device. We recommend reaching out to your device's support team to resolve any hardware issues you might have with your printer.
Mac Instructions
To check the connection between your printer and your computer, open up system settings and select "Printers and Scanners."
2. From there, you'll want to select the printer you want to troubleshoot.
3. If your printer is offline when viewed on your computer, it will also be offline within Envoy.
4. If your printer if online when you view your system settings, but Envoy is showing it as offline, please contact support.