The Accushield kiosk uses either a bluetooth printer or a USB connected printer. Making sure that your printer is consistently connected to the kiosk will increase community safety and security by printing a visitor badge for all guests and printing an evacuation report as needed during an emergency. 

Follow the steps below for troubleshooting a bluetooth printer issue. 



FIrst, confirm your printer is connected via bluetooth. 

If your printer model number is QL-820NWB, follow the troubleshooting instructions in this article to resolve your printer issues. If your printer model number is QL-710W or QL-800, see the USB Printer Issues article for instructions. 


QL-820NWB
OR
QL-710W
            QL-800



BLUETOOTH PRINTER TROUBLESHOOTING


If you are having problems printing badges with your bluetooth printer, it is typically one of the following issues:

  1. The kiosk has lost the bluetooth connection with the printer - see '1. Check the kiosk's settings' instructions below. 
  2. The bluetooth functionality on the kiosk has been turned off - see '1. Check the kiosk's settings' instructions below. 
  3. The printer's settings are are not correct - see '2. Check the printer's settings' instructions below.
  4. The kiosk is paired via bluetooth to multiple devices - un-pair any other devices and make sure the kiosk is only paired to the bluetooth printer
  5. A USB cable is plugged into the back of the printer - remove the USB cable and make sure that only the power cable is plugged in
  6. You are receiving an error message on the kiosk that says "Error Connect Socket Failed" - this a generic printer connection error message.  Typically, this can be solved by unpairing and re-pairing your bluetooth printer, but you may need to follow all of the troubleshooting steps below on the kiosk and the printer to fix the issue


If the above instructions do not solve the issue, you will need to factory reset the printer and change some of the printer settings. Follow our How to Reset the Bluetooth Printer solution.




1. Check the kiosk's settings

  • Tap the Accushield logo at the top of the kiosk sign in / sign out screen 5-6 times and the "Kiosk Description" page will appear. (Note: Your kiosk sign in / sign out screen will be one of the below examples based on which Accushield application is installed on your kiosk.)


     OR



  • Tap the "Settings" option


OR




  • Select the "Connections" option at the top left of the next screen, then tap "Bluetooth" (The Samsung tablet setting screen is separated in two columns as seen in the image below. This image is for Android version 7.0 and higher. Tablets on Android 6.0 are slightly different)



  • Make sure that the Bluetooth is turned on

    1. Ensure that the checkbox to the far right of Bluetooth - Galaxy Tab A' is checked

    2. If it is not, tap on the checkbox

    3. A window will pop-up asking to allow permission to turn on Bluetooth.  Tap YES

  • Under Available Devices, look for a printer with a name that begins with QL-820NWB (for example QL-820NWB8102) and tap it.  Make sure to scroll all the way down the list to find the printer

    1. If you want to find the printer name, go to the printer and tap the Menu button

    2. Tap the Up Arrow button 2 times until you get to Bluetooth.  Tap OK
    3. Tap the Down Arrow button 2 times until you get to Bluetooth Status.  Tap OK
    4. Find the Device Name (for example QL-820NWB8102)
    5. Take note of the printer name so you know it when you pair the printer and tablet
    6. Tap the back button on the printer 3 times to go back to the printer’s Home Screen that displays the date and time
    7. Go back to the kiosk
  • A window will pop-up that says “Bluetooth pairing request”.  Tap OK

  • Depending on which kiosk you have and which Accushield application is installed on your kiosk, do one of the following steps to exit the settings menu:

     

          1.  Wait a minute or two for the kiosk to return to the Accushield app

OR



                2.  Press and hold the power button to restart the kiosk


  • Print a test badge to verify printer connection. Based on which Accushield application is installed on your kiosk, you can go to the settings page and "Print test badge" or sign in to the kiosk to print a badge. 
OR



If you still can not print, check the printer's configuration below



2. Check the printer's settings

  1. Make sure the printer is plugged into power and the printer is turned on
  2. Make sure "Bluetooth" and "Bluetooth Automatic Reconnection" is turned on 
    1. Tap the Menu button
    2. Tap the Up Arrow button 2 times until you get to Bluetooth.  Tap OK 
    3. Bluetooth (On/Off) should be highlighted.  Tap OK
      • Select "On" and tap OK
    4. You are taken back to the Bluetooth menu screen.  Tap OK
    5. Hit the back button on the printer (the button has a curved arrow pointing left)
    6. Tap the Down Arrow button 1 time until you get to Automatic Reconnection.  Tap OK 
      • Select "On" and tap OK
    7. Tap the back button on the printer (the button has a curved arrow pointing left) 1 time to go back to the printer’s Home Screen that displays the date and time
  3. Make sure Template Mode is turned off
    1. Tap the Menu button
    2. Tap the Down Arrow button 1 time until you get to Template Settings.  Tap OK 
    3. Template Mode should be highlighted.  Tap OK 
      • Select "Off" and tap OK
    4. Tap the back button on the printer 1 time to go back to the printer’s Home Screen that displays the date and time
  4. Find printer name: 
    1. Tap the Menu button
    2. Tap the Up Arrow button 2 times until you get to Bluetooth.  Tap OK
    3. Tap the Down Arrow button 2 times until you get to Bluetooth Status.  Tap OK
    4. Find the Device Name (for example QL-820NWB8102)
    5. Take note of the printer name so you know it when you pair the printer and tablet
    6. Tap the back button on the printer 3 times to go back to the printer’s Home Screen that displays the date and time
  5. Go back to the kiosk to test the printer. Based on which Accushield application is installed on your kiosk, you can go to the settings page and "Print test badge" or sign in to the kiosk to print a badge. 
OR




If you still can not print, please send us an email at techsupport@accushield.com or call us at 1-800-478-5085 and select option 2 for communities, option 1 for existing communities, and then option 1 for kiosk support.