If you have issues with the Register label printer, try these troubleshooting steps.
Tip: Your label printer works best when you leave the Green Bits Register app open at all times. Switching to other apps to browse the web, access Back Office, or play music can disrupt the printer's connection.
- Can't connect to printer/printer is unresponsive
- Printer is connected, but labels don't print for certain products
- Labels print, but with incorrect information
- Blank labels, streaks on labels, and alignment issues
- Warning lights
- Printer reset
- Delete templates
- Printer and iPad are on the same network, but printer doesn't display in settings
Can't connect to printer/printer is unresponsive
Turn on Ask to Join Networks
By default, your iPad will automatically change Wi-Fi networks if it detects a stronger signal that is not password-protected, such as from a neighboring business, or even a nearby Wi-Fi hotspot such as a customer's smartphone. If your iPad changes to another Wi-Fi network, it loses connection with your Ethernet receipt printer and also any Ethernet label printers.
- Go to Settings > Wi-Fi.
- Tap the Ask to Join Networks toggle to turn this setting on.
Verify that your iPad and Register label printer are on the same network
In order for your computer and Register to communicate, they must both be connected to the same network. Verify that both devices are connected to the same network by comparing their IP addresses.
- Find the IP address of your printer:
- Zebra LP 2824: Press and hold the blue-green button for 2-3 seconds until the green light flashes once, then release. The configuration report will now print.
- Zebra ZD410: Press and hold the Feed (paper roll) and Cancel (x) buttons for 2 seconds. As soon as the configuration report begins to print, release the buttons.
- Zebra GX420d: Press and hold the feed button for 2-3 seconds until the green light flashes once, then release. The configuration report will now print.
- Make note of the first three sets of numbers of the IP address.
- Compare the printer's IP address to the iPad's IP address based on whether your iPad uses a WiFi connection or an Ethernet connection.
- If your iPad uses a WiFi connection:
- Exit the Green Bits app and tap the Settings icon on your iPad home screen.
- Tap the WiFi menu. The current WiFi network name will display.
Tap the info icon next to your WiFi name to view the IP Address.
If your iPad uses an Ethernet connection:
- Go to Settings > Ethernet > Apple USB Ethernet Adapter to view the IP Address.
- Compare the first three sets of numbers in the IP Address to the IP Address on the printed sheet.
Note: The last set of numbers will be different for each device on the network so they do not need to match.
If printer and iPad have the same IP Address
In the Register app, go to Settings > Label Printer and confirm that the appropriate printer is selected, as indicated by a check mark.
If you do not see the check mark, select the label printer.
If printer and iPad do not have the same IP Address
Connect the iPad and the Register label printer to the same WiFi network.
If there are several listed in your iPad's WiFi settings, select the appropriate one and then verify that the Register label printer is also on that network. For example, let's say your main WiFi network is called COOLNETWORK, and you see the following options in your iPad WiFi settings:
- COOLNETWORK_2.4g - If your iPad is located more than 20 feet from your router, use this network.
- COOLNETWORK_5g - Use this only if your iPad is near your router.
- COOLNETWORK_EXT - If the printer you are trying to connect to is plugged into an extender device, use this network.
Printer connection problems can be due to a wide variety of network issues or incompatible network setups. If you're unable to resolve your connection issue, contact an IT professional to help you get your devices connected to the same network.
Printer is connected, but labels don't print for certain products
This indicates one or more of the following:
- The product is unit-based. You can print package labels for unit-based products from Back Office only.
- The product is not cannabis. The Register app will not print package labels when you sell a non-cannabis item. If you believe this is an error, check the item's Product Type to ensure it is set to Is Marijuana = Yes.
- The product is not flower-based. The Register app will not print package labels for items that don't have a Product Type where the Transaction Limit Type is set to Flower.
Labels print, but with incorrect information
Blank labels, streaks on labels, and alignment issues
If labels are coming out blank, confirm that the label roll is loaded properly (labels should be face-up) and that the labels you're using are thermal labels. An easy way to check if your labels are thermal is to scratch the label with the edge of a coin. On thermal labels, this will leave a faint gray mark. If scratching the label doesn't leave a mark, the labels are not thermal.
Streaks or unusually light areas on the label typically indicate that your print head needs to be cleaned. For cleaning instructions, consult the following manuals:
If your labels are misaligned or cutting off information along the edge, recalibrate your printer.
Consult the following manuals for model-specific warning light information and how to resolve your particular scenario:
To reset your printer to factory defaults:
ZD410: Using a paperclip, press and hold the reset button on the bottom of the printer for 1-5 seconds:
LP 2824 and GX420d: Press and hold the feed button on the top of the printer until you see a four light flashes in a row.
Green Bits automatically uploads your state's appropriate label templates to your printer's internal memory. In some cases, old or corrupt label templates may result in unusual printer behavior such as blank labels, labels with random characters, or blank labels between each printed label.
Delete the templates:
- Confirm that your iPad and printer are on the same network
- Enter your printer's IP address into your browser (for example, Safari or Chrome) and Enter.
- A Zebra configuration page will display. Select Directory Listing
- Delete all listed files. If there is no delete option, or an error message comes up when you try to delete, ignore that file and continue to the next one. Enter password 1234 to confirm deletion.
- Once you've deleted all files that you're able to delete, close the browser window, turn the printer off, then turn the printer back on, and retry printing.
Printer and iPad are on the same network, but printer doesn't display in settings
Try force-quitting and re-launching the Register app.
If your router is a "wireless gateway" (a combined modem and router), connect your Green Bits hardware to a stand-alone router, and then connect the stand-alone router to your wireless gateway via Ethernet.