Overview:
This article outlines the steps to troubleshoot badge printing issues for the front desk setup, which includes an iPad and a badge printer configured through the Envoy Visitor Management system. These steps should help resolve common issues encountered when visitor badges do not print.
Steps for Troubleshooting Badge Printing Issues:
Check the Envoy Portal:
- Log in to the Envoy Portal using admin permissions.
- Navigate to Visitors > Devices.
- Identify which device (iPad or Printer) is showing as Not Connected.
- Select the affected device, and review the message under the Not Connected status for hints about the issue. Common prompts may suggest something to along the line:
- "Check the Envoy Visitor app on the iPad"
- "Reconnect to the badge printer's through Bluetooth"
Basic Troubleshooting Steps:
- Ensure the badge printer is powered on and properly connected.
- Perform the following troubleshooting steps in sequence:
- Restart the iPad: Close the Envoy Visitor app, then reopen it to refresh its connection.
- Power Cycle the Badge Printer: Turn the printer off, wait a few seconds, and then turn it back on.
- Reboot the Receptionist’s Laptop: Restart the laptop that is used to administer the Envoy setup.
Additional Notes:
- If all else fails, verify the device and printer connections in the Envoy Portal again.
- Ensure that the iPad and badge printer are on the same network.
- For persistent issues, contact Envoy support for further troubleshooting assistance.
Resolution Confirmation:
After performing the steps above, confirm that the badge printing functionality is restored by running a test badge print. Document the resolution in your ticket notes for reference.