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Visitor Badge Printing Troubleshooting Guide

This guide will walk through troubleshooting steps for common issues when visitor badges are not printing.

Verify if the Badge Printer Has Run out of Labels

Check the badge printer to see if the label roll has run out.  For kiosks, you will need the security key to open the Kiosk door and access the badge printer. 

The replacement labels required depends on the badge printer installed:

  • Dymo LabelWriters requires Dymo 30857 Adhesive Labels 
  • Brother QL-810W requires Brother DK2251 Adhesive Labels

Verify the ALICE Portal Printer Settings

Log into the ALICE Portal as an ALICE User or ALICE Administrator. Under Visitor Management's Check-in Settings, navigate to the General Tab and verify that the "Printer" selected is the same model connected to your ALICE Kiosk.
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Check the Printer for Loose Connections

Check for loose power or USB connections or for damage to the wiring. 

Gently press down on the top of the badge printer to verify that the lid on the printer's label tray is fully shut.

Verify the Kiosk's Windows Power Settings

Verify the Kiosk's power plan settings have "USB selective suspend" disabled. For Brother QL-810W printers, also use the Printer Settings Tool to verify Auto Power Off settings are Disabled. 

Refer to the auto power off and sleep settings article for more details and instructions.  

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Perform a Test Print in Windows

Navigate to Printer Settings in Windows and perform a test print to verify if the badge printer is working outside of the ALICE application.

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Printer Drivers 

Dymo LabelWriter 450

On the ALICE Kiosk PC, download the required Dymo Driver version from this link.

  1. Run the Dymo LabelWriter 450 Driver installer on the ALICE Directory PC and following the installer instructions.
  2. Select "Remove" and click Next.
  3. Click Remove.
  4. Once removed, re-run the drivers and follow the installation process using the Complete installation option.
  5. Once installed, restart the ALICE Directory PC.
  6. Once the ALICE Directory launches, test a badge print by checking in. 

Brother P-Touch Driver

On the ALICE Kiosk PC, download the required P-Touch Driver version from this link. 

  1. Run the Printer Driver installer on the ALICE Directory PC and select QL-810W.
  2. Select Local Connection (USB) and follow the installation process.
  3. Select Finish.
  4. Launch the ALICE Directory and test a badge print by checking in.