Table of contents
- 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
In order for your computer and Register to communicate, they must both be connected to the same network. We can verify whether both devices are connected to the same network by comparing their IP addresses
To 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.
Note the IP address printed on the "Network Configuration" label.
In this example, our printer's IP address is 10.47.6.145 (ignore any leading zeros on the Network Configuration label). In order to connect this printer to your iPad, the iPad must be connected to an IP address with the same first 3 sets of numbers, or 10.47.6. The last set of numbers is unique each device.
Next, compare the printer's IP address to the iPad's IP address.
If your iPad uses a Wi-Fi connection
Exit the Green Bits app and tap the Settings icon on your iPad home screen, then tap the Wi-Fi menu. The current Wi-Fi network name will display near the top, with a check mark on the left. To check the IP address of the current network tap the "i" on the far right:
Tip: 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 will lose connection with your Ethernet receipt printer and also any Ethernet label printers.
Therefore, we strongly recommend turning on the "Ask to Join Networks" setting. Scroll to the bottom of the Wi-Fi menu to toggle on this setting.
On the next screen compare the IP Address to the configuration label from earlier. In this example our iPad is connected to 10.47.106.83, while our printer is connected to 10.47.6.145. This indicates the iPad is connected to the wrong Wi-Fi network, or there may be a firewall, network switch, or other network hardware or settings preventing the two devices from communicating. Connect the iPad to the correct network, or consult your network administrator or an IT professional to determine how to get the printer and iPad connected to the same IP address.
If the IP address of your printer and the IP address of your iPad have the same first 3 sets of numbers, but the printer still does not display in the Green Bits app settings, try force-quitting the Green Bits app and check again.
If your iPad uses an Ethernet connection
Though most iPads connect to local networks over Wi-Fi, it is also possible to connect via Ethernet, such as with our Integrated Scale setup.
If your iPad uses an Ethernet connection, you can verify your IP address by going to Settings > Ethernet > Apple USB Ethernet Adapter:
If printer and iPad are on the same network
In the Register app, go to Settings > Label Printer and confirm that the appropriate printer is selected, as indicated by a check mark on the right. Even if you only have one label printer on your network, you must tap to select the printer. The app will not automatically select a label printer.
If printer and iPad are not on the same network
Double-check that the iPad is connected to the correct Wi-Fi network. If you use a dual-band router or a Wi-Fi extender and have multiple networks listed, try each network listed.
For example, let's say our main Wi-Fi network is called "COOLNETWORK", and in our iPad Wi-Fi settings we have the following options:
- COOLNETWORK_2.4g - this is a wide-range, lower-speed connection. If your iPad is located more than 20 feet from your router, this band will likely be more reliable.
- COOLNETWORK_5g - this is a narrow-range, higher-speed connection. Label printing doesn't require fast speeds or large amounts of data. Use this only if your iPad is near your router.
- COOLNETWORK_EXT - this means we have a Wifi extender/repeater/signal booster connected to the network. These devices usually have ethernet inputs, and if the printer we're trying to connect to is plugged into the extender device, the iPad must be on this _EXT 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. Package labels for unit-based products can only be printed from Back Office.
- The product is not marijuana. Package labels are not applicable to/not required for non-marijuana items, and the Register app will not print package labels when you sell these items. 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. Package label printing is only available for items assigned to 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. Your printer uses thermal technology and a particular type of label/paper that turns black when exposed to heat. This method of printing uses no ink, but requires 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.
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 sequence of four flashes (indicator light will flash once, pause, then twice, pause, then three times, pause, then four times, and release the button)
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, blank labels between each printed label, etc.
Deleting these templates can resolve a wide variety of issues. If you've had no luck with any of the above steps, try this:
- Confirm that your iPad and printer are on the same network
- Enter your printer's IP address into the web address/URL bar in Safari or any other web browser app and tap Go
- A Zebra configuration page will display. Select Directory Listing
- Attempt to 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. 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.
Check to see if your router is a "wireless gateway" - these devices are a modem and a router in one, and are often provided by major Internet service providers such as Comcast and CenturyLink. While gateways are not officially incompatible with Green Bits, we've found that printer connections tend to be more reliable when using a stand-alone router (one that is not also a modem). As a workaround, consider connecting your Green Bits hardware to a stand-alone router, which is in turn connected to your wireless gateway via Ethernet.