All Collections
Printer has stopped working
Printer has stopped working

In this article we work through common reasons that badges fail to print.

Steve avatar
Written by Steve
Updated over a week ago

This is the most common support request we get at Teamgo. But with some simple steps and following the setup guides for each type of printer you have, you can minimize or completely resolve this happening!

Supported Printers

Teamgo supports the label printers below for correctly printing badges for visitors and your users. Please ensure you are only using one of these supported models.

  • Brother QL-720NW (Lan, Wireless)

  • Brother QL-800 (Lan)

  • Brother QL-820NWB (LAN, Wireless, Bluetooth)

We recommend the Brother QL-820NWB for its Bluetooth option.

Other models in the series may be supported, but contact [email protected] if you are unsure what printer will perform best for your needs.

How printing works

Setting up a printer is easy. It's a direct connection between the iPad and the Printer over your office Wi-Fi network or Bluetooth (if supported).

  • When a visitor signs in, the iPad sends data to the Teamgo cloud.

  • Teamgo then sends data back to the iPad confirming the visitor sign-in and requests a badge to be printed.

  • The iPad then talks to the connected printer over the network and tells it to print the badge for the visitor and will include the options you choose (like name, photo, etc.).

You can connect multiple iPads to one Wi-Fi printer, but if using Bluetooth, you can only connect one iPad to one printer at a time.

Printer Configuration Options

The screen below shows the settings screen of the Teamgo iPad app. Once you install the iPad app and log in with your username and password, you will be presented with your Kiosk and Printer options.

To access the printer settings, tap "SETTINGS" at the bottom of the screen.

  1. Printer under NETWORK PRINTER (WIFI & ETHERNET) - tap to select your network-connected printer. If your printer is correctly set up on the network, it should appear in the printer list after a few moments once it has been detected. If it does not, perform a manual setup, and specify the IP address and printer model.

  2. IP Address - This is your printer's network IP address. It will display here once the printer is connected.

  3. Bluetooth Search & Pair - for the QL-820NWB series printer, this function operates the same as the Wi-Fi printer option. It will display a list of printers you can connect to.

  4. Printer under BLUETOOTH PRINTER - this will display a list of Bluetooth-enabled printers you can connect to.

  5. Paper Size - the default paper size will be 62 mm x 100 mm, and we recommend these labels. However, if you use a continuous label roll, you may need to change the default paper size. Only use the labels marked DK-11202.

  6. Print Test - sends a test badge print job to the printer. This is perfect for testing/troubleshooting.

  7. Reachability Test - as above, but without badge printing, it simply checks if there is a connection and will confirm this on screen.

Printer Stops Working

There are a few options to try if your printer displays an error message on the iPad and will not print, or if nothing happens.

  1. Log out of the iPad app by tapping the bottom right corner of your iPad kiosk until you see a settings icon appear, tap this and then enter your iPad kiosk password.

  2. You can also log out of the app by closing the application and clearing it from the iPad memory (double tap the home button on the iPad and swipe up on the app window).

  3. Login to the iPad app again and navigate to the Printer settings (as pictured above)

None of your settings have likely changed at this point. If the Printer is not shown on the settings page try reconnecting it again. If the printer does show there are a few options to try.

  1. Use the Print Test function, if the printer prints then it should work fine

  2. Use the reachability test, if it reaches the printer, also try a Print Test function

  3. The same applies to both Wi-Fi and BlueTooth-connected printers

  4. Ensure you are running the latest version of Teamgo (the App Store will always have the latest version available)

  5. Ensure your iPad is a supported model and is updated to the latest version of iOS

Check label cassette is inserted correctly.

If you get This message can be caused by trouble feeding the label, the end of the label or tape roll, or using non-Brother or generic labels or tape rolls.

  1. Check the label roll is not empty

  2. Turn off the printer

  3. Hold the front of the machine and lift the roll cover to open the printer

  4. Remove the label roll by pulling upwards

  5. Install the label roll into the roll spool guides ensuring it is seated correctly

  6. Thread the label roll through the label printer and out the label output slot until the end of the label roll reaches the mark

  7. Close the roll compartment cover

  8. Turn on the printer

  9. During startup, the label roll will align automatically and the LED should be green

  10. Try printing again

install roll
thread roll

If the problem continues, your machine will need service. Your machine has a two-year limited exchange warranty. You may use the link below to find a Brother-authorized service center in your area. You may also contact Customer Service for additional warranty options.

Please note

  • It's highly unlikely you will need to delete the Teamgo app and reinstall it just to get a printer to work, there is no need for this unless our support team instructs you to do so.

  • If you turn off the Printer it may need to be connected to the iPad again, Printers are assigned a unique IP address on the network, if they are turned off this could be reset and you will need to reconnect it again. The same applies to a power failure or similar.

  • Sometimes your IT Admin will set a fixed (static) IP to a printer so the IP never changes even when it's turned off. If you know this number ensure it's displaying correctly on the iPad printer settings and matches.

  • If you cannot see your Printer on the network, ask your IT Admin for assistance.


Teamgo supports the DK-11202 labels which are 62x100mm. Other formats may work at times but we do not officially support these types. Please check to ensure you are using the DK-11202 labels always and that they have been inserted into the printer holder carefully.

For more information get in touch with your support team.

Did this answer your question?