Overview
On occasion, the printer's Bluetooth connection to the iPad has connection issues. There are two alternate methods you can use for connecting your printer:
Method 1: Dashboard connection method for the Brother QL-820NWB printer
Tip: You will want to follow these steps for each individual iPad and Printer pairing
When the Bluetooth connection isn't strong enough for the dashboard to recognize
that a connection has been made between the printer and the iPad. When this occurs, you'll notice that when you add the printer to the dashboard according to these instructions, the printer won't appear, and you'll see a continuous spinning circle. When that happens, follow the instructions below to ensure a steady connection between the dashboard, printer, and iPad.
Remove your iPad(s) and printer(s) from the dashboard by clicking on the ellipsis on the device information card, then selecting Remove iPad/printer.
Close the Visitors app on the iPad (swipe up from the bottom center of the screen and swipe away the app).
In the settings of the iPad, click Bluetooth, select the i and tap Forget this Device.
Turn the printer off and back on.
Reconnect the iPad and printer under Bluetooth settings on the iPad
On your iPad, open the Settings app. Go to Settings > Bluetooth. Under Devices, look for Brother QL-820NWBxxxx, like “Brother QL-820NWB1234.”
Relaunch the Visitors app, click "I already have an Envoy account" to get the pairing code, then enter it in the dashboard under Devices > iPads > New iPad.
Allow the iPad to pair with the dashboard. Once you see a "Success" message, click on Devices > Printers, and the printer should automatically appear on that page and show as Operational.
(Optional) Repeat this process for additional iPads and printers
Important Note:
To use multiple printers at one location, you need to be on the Envoy Visitors Enterprise plan, you can use multiple printers at any location. You’ll manage all printers and iPads directly from your Visitors > Devices page.
Method 2: Connecting via the iPad debug menu
You can use the Visitors app's debug menu to connect to your Bluetooth printer. The debug menu is password-protected, but does not require explicit admin permissions to open. This method is a great option for Front desk admins who do not have device permissions on the Envoy dashboard. Learn more about setting an access code.
On your iPad, establish a connection with the printer by navigating to Settings > Bluetooth > and selecting a printer.
Once the printer is connected to the iPad, navigate to the Envoy Visitors Kiosk app.
Tap and hold the Envoy icon at the top of the page and enter the password. This will open the debug menu.
Under Debugging controls, tap Choose printer.
Your available printers will be listed here. Tap the printer to connect.
You'll see the connection events occur under the printer logs.
(optional) Tap Print test badge to confirm that your badge printer is connected.
The Envoy dashboard will update to show the new printer under Visitors > Devices > Printers.
