> ## Documentation Index > Fetch the complete documentation index at: https://docs.goguardian.com/llms.txt > Use this file to discover all available pages before exploring further. # Troubleshoot Badge Printing > Get GoGuardian Visitor badges printing again when a kiosk or the Front Desk says a badge didn't print, or a printer shows Not Connected or isn't listed: what front office staff can fix at the desk, and what IT checks next. When a GoGuardian Visitor badge doesn't print, the visitor or student is still checked in. Keep checking visitors and students in, reprint the badge from the **Front Desk**, then try the fixes below. If they don't work, tell IT. See [Tell IT What's Wrong](#tell-it-whats-wrong). To set up printers, see [Badge Printers](https://docs.goguardian.com/products/visitor/badge-printers.md). If a kiosk shows **This Kiosk Isn't Ready**, see [Troubleshoot Kiosks](https://docs.goguardian.com/products/visitor/troubleshoot-kiosks.md#clear-this-kiosk-isnt-ready). ## Keep Checking In and Reprint from the Front Desk Every check-in appears under **Recent Activity** on the **Front Desk** and in the **Activity Log**, whether or not its badge printed. Visitors also appear under **Currently Checked In**. To print the badge again, to the same printer once it's fixed or to another printer that shows **Ready**: 1. Open **Print Badge** for the check-in: * **A visitor:** On the **Front Desk**, under **Currently Checked In** or **Recent Activity**, click **More actions** (⋮) next to the visitor, then select **Print Badge**. * **A student:** On the **Front Desk**, under **Recent Activity**, click **More actions** (⋮) next to the student, then select **Print Badge**. Students don't appear under **Currently Checked In**. * **An earlier check-in:** In the **Activity Log**, open the check-in and click **Print Badge**. 2. Under **Printer**, select a printer that shows **Ready**. 3. Click **Print**. 4. Verify the result: The badge prints. Any printer at the check-in point that shows **Ready** works, including a kiosk's printer. **Print Badge** appears until the visitor or student checks out, so you can print the badge later if no printer works right now. ## Get Badges Printing Again Print the badge first, then check the printer. Most printer problems are the printer itself: it's off, out of labels, jammed, or its cover is open. Find what the kiosk or the **Front Desk** shows below, and try that fix. If badges still don't print after the fix, stop and tell IT. See [Tell IT What's Wrong](#tell-it-whats-wrong). ### Fix a Badge That Failed on the Kiosk The kiosk shows "Print failed. Please see the front desk." on its last screen. 1. Print the visitor's or student's badge from the **Front Desk**, to a printer that shows **Ready**. See [Keep Checking In and Reprint from the Front Desk](#keep-checking-in-and-reprint-from-the-front-desk). 2. Before the next check-in, check the kiosk's printer: it's on, it has labels, the labels are loaded correctly, its cover is closed, and its cable is plugged in. 3. On the **Front Desk**, print a badge to the kiosk's printer. It appears in the **Printer** list with the kiosk's name below it. 4. Verify the result: The badge prints on the kiosk's printer. ![Kiosk You're all done! screen with a fictional visitor's badge preview and Print failed. Please see the front desk.](https://mintcdn.com/goguardian/vbbcOHBdrxzrcZoi/images/screenshots/troubleshoot-badge-printing/01-kiosk-print-failed.png?fit=max\&auto=format\&n=vbbcOHBdrxzrcZoi\&q=85\&s=0e79e8453ccc50d40c40244d7b9763ae) ### Fix "Badge Didn't Print" on the Front Desk After a check-in on the **Front Desk**, the panel shows **Badge didn't print** with the printer's name and a reason. If a visitor or student is waiting, click **Change Printer** and select another printer that shows **Ready**. Otherwise, find the reason below, fix it, and click **Retry**. | Reason | What to do at the desk | | - | - | | **Printer cover is open** | Close the printer's cover until it clicks. | | **Print media is empty** | Load a new roll of labels. | | **Print media inserted improperly** | Take the labels out and load them again, following the guide inside the printer. | | **Printer is jammed** | Open the printer, remove the stuck label, and reload the roll. | | **Counterfeit print media** | The printer doesn't accept these labels. Load labels made by the printer's manufacturer. See [Compatibility and Requirements](https://docs.goguardian.com/products/visitor/compatibility-and-requirements.md#choose-a-badge-printer). | | **Communication with printer failed** | Check that the printer is on and its cable is plugged in at both ends. Turn it off and on again. | | **Printer software exception** | For a kiosk's printer, check that the kiosk is on, then retry. On a Windows computer, close the browser tab and open the **Front Desk** again. | | **Print failed** or another reason | Wait a few seconds, then retry. If it fails again, turn the printer off and on again. | Verify the result: The panel shows **Badge printed**. If **Retry** fails twice, tell IT. ![Front Desk check-in panel after a contractor checked in, with Badge didn't print, Front Desk Brother: Printer cover is open, and Change Printer and Retry](https://mintcdn.com/goguardian/vbbcOHBdrxzrcZoi/images/screenshots/troubleshoot-badge-printing/02-badge-didnt-print.png?fit=max\&auto=format\&n=vbbcOHBdrxzrcZoi\&q=85\&s=c81258c0e7edd7e107c8802f2802d3ab) ### Finish Printing Several Badges When you select several visitors under **Currently Checked In** and click **Print Badges**, badges print in order, and printing stops at the first badge that fails. That badge shows a red X, and the reason appears at the top of the panel. 1. Fix the printer using the reason. See [Fix "Badge Didn't Print" on the Front Desk](#fix-badge-didnt-print-on-the-front-desk). 2. Click **Retry**. Printing picks up from the failed badge. 3. Verify the result: Every badge shows a green check mark. To stop partway, click **Stop**. The badge that's printing finishes, then printing stops. Click **Resume** to continue. ### Fix a Printer That Shows "Not Connected" In the **Printer** list on the **Front Desk**, a printer shows **Not Connected** and can't be selected. What to do depends on the printer: * **A front desk printer** (it says "Connected to this computer"): The printer is off or unplugged, or it's connected to a different front desk computer. If it's connected to another computer, print from that computer. Otherwise, check that it's on and its cable is plugged in, turn it off and on again, and reload the page. On a Chromebook or Mac with a USB printer, click **Settings** next to the printer, then **Find USB Printer**, select the printer, and click **Connect**. * **A kiosk's printer** (the kiosk's name appears below it): The kiosk is offline. See [Wake an Offline Kiosk](https://docs.goguardian.com/products/visitor/troubleshoot-kiosks.md#wake-an-offline-kiosk). Verify the result: The printer shows **Ready**. If it still shows **Not Connected**, print to a printer that shows **Ready** and tell IT. ![Front Desk Print Badge panel with a front desk printer marked Ready and a kiosk printer marked Not Connected](https://mintcdn.com/goguardian/vbbcOHBdrxzrcZoi/images/screenshots/troubleshoot-badge-printing/03-print-badge-not-connected.png?fit=max\&auto=format\&n=vbbcOHBdrxzrcZoi\&q=85\&s=3ca55a5d1b08658bf2bbeefe9acef394) ### Find a Printer That Isn't Listed The printer doesn't appear in the **Printer** list or in **Add Printer**. 1. Check that the printer is on and connected to the computer or kiosk, by USB cable or to the same network. 2. On a Chromebook or Mac with a USB printer, click **Add Printer**, then **Find USB Printer**. Select the printer, and click **Connect**. If the printer isn't in the list that opens, try another USB port or cable. 3. Wait about 1 minute. A printer you just turned on can take that long to appear. 4. Verify the result: The printer appears in the list. On a Windows computer, or for a network printer, tell IT if the printer still isn't listed. See [Tell IT What's Wrong](#tell-it-whats-wrong). ### Fix Badges That Don't Fit the Label Badges print cut off, shifted, or across 2 labels. The printer's **Media Type** doesn't match the labels loaded in it. * **A front desk printer:** In the **Print Badge** panel, click **Settings** next to the printer. Select the labels in **Media Type**, click **Print Sample** to check the fit, and click **Save**. * **A kiosk's printer:** Ask a Site Admin to change the **Media Type** on the kiosk or on the printer's page. See [Change a Printer's Settings](https://docs.goguardian.com/products/visitor/badge-printers.md#change-a-printers-settings). Verify the result: The sample badge fits the label. ## Tell IT What's Wrong Call IT when a fix doesn't work, the same problem keeps coming back, or a printer isn't listed. Tell them: * **Which printer:** The printer's name in the **Printer** list, and its check-in point. * **Where it's connected:** The kiosk's name, or which front desk computer. * **What you see:** The exact message, such as **Badge didn't print** with **Communication with printer failed**, or "Print failed. Please see the front desk." on the kiosk. A photo of the screen helps. If you can, also tell them: * **Whether other printers work:** Such as another printer at the desk, or the same printer from another computer. * **When it started:** The time, and whether it happened before. * **What you tried:** Such as reloading labels, turning the printer off and on, or clicking **Find USB Printer**. Let them know you're printing to another printer, or checking visitors and students in without badges, in the meantime. ## Fix Printing Problems as IT These fixes need access to the kiosk or computer, your network or device management tools, or the Site Admin role in GoGuardian Visitor. Start from what front office staff report: | Staff report | Go to | | - | - | | A printer on a Windows computer is **Not Connected** or not listed | [Restore Printing on Windows Computers](#restore-printing-on-windows-computers) | | A network printer isn't listed on a kiosk or Windows computer | [Fix Network Printer Discovery](#fix-network-printer-discovery) | | A USB printer isn't listed on a Chromebook or Mac | [Connect USB Printers on Chromebooks and Macs](#connect-usb-printers-on-chromebooks-and-macs) | | Kiosk badges keep failing, or **Printer software exception** on a kiosk's printer | [Check Kiosk Printers](#check-kiosk-printers) | | **Print failed** that keeps coming back | [Contact GoGuardian Support](#contact-goguardian-support) | ### Check How the Printer Is Set Up 1. In Visitor, go to **Check-In Points**, open the check-in point, and click the printer under **Printers**. 2. Check the **Connection** (**USB** or **Network**), **Model**, **Media Type**, and network details. 3. Under **Connected Devices**, check which kiosks and front desk computers print to it. To test a kiosk's printer remotely, click the kiosk on the check-in point's page and click **Print Sample**. The kiosk must be online. ### Restore Printing on Windows Computers Windows front desk computers print through a Windows service that finds USB and network printers and prints badges for the browser. You install it with the **Campus Front Desk Print Service** feature of the GoGuardian Campus installer, and it's listed in Windows as **GoGuardian Campus Print Service**. Without it, the **Front Desk** lists no printers connected to the computer. Windows kiosks don't need the service, because the GoGuardian Campus app prints on its own. 1. **Install the service.** Check that the GoGuardian Campus installer for Windows is installed with **Campus Front Desk Print Service** selected. See [Set Up a Windows Computer](https://docs.goguardian.com/products/visitor/badge-printers.md#set-up-a-windows-computer). 2. **Check that it's running.** In **Services**, find **GoGuardian Campus Print Service** and make sure it's **Running**. Start it if it isn't. 3. **Reload the Front Desk.** The browser connects to the service when GoGuardian Visitor loads. After you install or start the service, close the browser tab and open the **Front Desk** again. 4. **Remove other label printer software.** Software such as Dymo Connect for Desktop can take over the printer's connection. Uninstall it, then unplug the printer and plug it back in. 5. **Allow the local connection.** The browser connects to the service on the computer itself, at `127.0.0.1` on TCP port 47328. If that port is in use, the service uses the next free port, up to 47333. The service accepts only connections from the same computer, so it doesn't need a firewall rule. Make sure endpoint security or browser policies don't block the browser from reaching `127.0.0.1` on those ports. 6. Verify the result: On the **Front Desk**, the printer shows **Ready**. ### Fix Network Printer Discovery Kiosks on iPad and Windows, and Windows front desk computers, find network printers with multicast DNS (mDNS). Chromebooks, Macs, and web browser kiosks print to network printers through a kiosk. 1. **Allow local network access on iPads.** On an iPad kiosk, turn on **Local Network** for **Campus** in **Settings**. 2. **Use the same network.** Put the printer on the same subnet as the kiosks and computers that print to it. mDNS doesn't cross subnets or VLANs unless your network forwards it. 3. **Open the ports.** Open UDP 5353 (discovery), TCP 9100 (printing), and, for Brother printers, UDP 161 (status). See [Allow Network Traffic](https://docs.goguardian.com/products/visitor/compatibility-and-requirements.md#allow-network-traffic). 4. **Allow mDNS in Windows Firewall.** The GoGuardian Campus installer adds Windows Firewall rules that allow UDP 5353 from the local subnet for the app and the print service. If you manage Windows Firewall with Group Policy or use another firewall, allow the same. 5. **Restart the printer.** Turn the printer off and on, so it announces itself on the network again. 6. Verify the result: Within about 1 minute, the printer appears in the kiosk's **Printer Settings** or in **Add Printer** on the **Front Desk**. ### Connect USB Printers on Chromebooks and Macs Chromebooks and Macs connect to USB printers through the browser, with **Find USB Printer**. Use Chrome or Microsoft Edge. * **Chromebook kiosks:** Allow the printer's USB device in the Google Admin console, so the kiosk app can use it. See [Set Up a Chromebook Kiosk](https://docs.goguardian.com/products/visitor/kiosks.md#set-up-a-chromebook-kiosk). * **Front desk computers:** Click **Find USB Printer** once on each computer, in each browser profile that uses the **Front Desk**. If the printer doesn't appear in the browser's list, check whether a policy blocks WebUSB, or whether other printer software is using the printer. Verify the result: On the **Front Desk**, the printer shows **Ready** with "Connected to this computer." ### Check Kiosk Printers A kiosk prints to the 1 printer assigned to it on the kiosk, at the end of each check-in. * **Check the assigned printer.** On the kiosk, tap **More** (⋮), then **Edit Kiosk Settings**, and enter your PIN. Under **Printer Settings**, the printer shows **Not connected** if the kiosk can't reach it. Select the right printer, tap **Print Sample**, and tap **Save Changes**. See [Add a Printer to a Kiosk](https://docs.goguardian.com/products/visitor/badge-printers.md#add-a-printer-to-a-kiosk). * **After you archive or replace a printer,** assign a new printer on each kiosk that used it. * **Printing from the Front Desk through a kiosk** needs the kiosk online and the real-time connection in [Allow Network Traffic](https://docs.goguardian.com/products/visitor/compatibility-and-requirements.md#allow-network-traffic). When the kiosk doesn't report back in time, the **Front Desk** shows **Printer software exception**. See [Bring an Offline Kiosk Back Online](https://docs.goguardian.com/products/visitor/troubleshoot-kiosks.md#bring-an-offline-kiosk-back-online). Verify the result: A test check-in on the kiosk prints a badge that fits the label. ### Contact GoGuardian Support If badges still don't print, contact [GoGuardian Support](https://support.goguardian.com/s/contactsupport). Include: * The site, check-in point, and printer name * The printer's **Model** and **Connection** from its page in GoGuardian Visitor * Where it's connected: the kiosk's name with its **Platform** and **Operating System**, or the front desk computer's operating system and browser * The exact message staff see, and a photo of the screen * When the problem started and what you've tried ## Resources * [Badge Printers](https://docs.goguardian.com/products/visitor/badge-printers.md) * [Compatibility and Requirements](https://docs.goguardian.com/products/visitor/compatibility-and-requirements.md) * [Troubleshoot Kiosks](https://docs.goguardian.com/products/visitor/troubleshoot-kiosks.md) * [Use the Front Desk](https://docs.goguardian.com/products/visitor/front-desk.md) * [Form Steps Reference](https://docs.goguardian.com/products/visitor/form-steps-reference.md#print-badge) This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.