Zebra Printer Not Working? Step-by-Step Help

Zebra Printer Not Working? Step-by-Step Help

Use the index below to find your symptom and jump to the relevant section. If you can’t find what you’re looking for, use Ctrl+F (or Cmd+F on Mac) to search for the exact error message you’re seeing.

If you’ve worked through the relevant steps and the issue persists, email logistics@pheedloop.com with a description of the problem and any photos of error messages or misprints.

Contents

iPad error

• “The Printer is Offline” error on the iPad
• “The Attendee is Not Permitted to Print this Template” error on the iPad

Printer errors

• Media Out Error (printer can’t detect badges)
• Cutter Error (badge won’t feed through)
• Printhead Overheating Error

Print quality issues

• Nothing is printing, but no error appeared
• Blank badge printing after every print
• Strange noises / printer struggling to feed
• Portion of badge not printing (horizontal blank line)
• Badge cutting in the wrong spot
• Printed text in the wrong position on the badge

Connection issues

• Printer showing as Offline in the Dashboard
• Printer connection randomly dropping

Router troubleshooting (PheedLoop-supplied router only)

• All printers offline
• Some printers offline

iPad errors

“The Printer is Offline” error on the iPad

This error means the iPad can’t reach the printer. Start by confirming the printer’s status in the Dashboard.

Check the printer status in the Dashboard:

1. From the Event Dashboard, navigate to OnSite > Badges & Printers > Badge Printers
2. Under the Status column, confirm the printer shows as Online

If the printer shows Online in the Dashboard:

The iPad may just need a refresh to reconnect.

1. From PheedLoop OnSite, navigate to the home screen
2. Select the Reload Event icon (top right of the screen), or close and reopen the app
3. Return to Check-In and attempt a test print

If the printer shows Offline in the Dashboard:

Work through the following checks in order. After each one, refresh both the Dashboard and the OnSite app to see if the status changes.

• Refresh first. If the iPads were set up before the printer was powered on, a refresh alone may resolve it.
• Check the Ethernet cable. Make sure it’s pushed fully into the printer — you should feel a click. A loose cable is the most common cause of an offline status.
• Restart the printer. Hold the power button to turn it off, wait a few seconds, then turn it back on.
• Check the connection type on the printer. From the printer’s touchscreen, select Wizards > Connection and confirm the connection type is set to Wired. If it isn’t, change it and give the printer a minute to reconnect.
• Swap the Ethernet cable. If a spare is available, try a different cable to rule out a faulty cord.

If the printer is still offline after all of these steps, the issue may be your internet source. Contact your venue’s AV contact and review Understanding Internet Requirements for On-Site Success.

“The Attendee is Not Permitted to Print this Template” error on the iPad

This error means the printer is assigned a template with a Connected Tag, but the attendee doesn’t have that tag. There are four ways to fix this depending on what your team wants.

Option A — Create a default template with no Connected Tags

Any attendee without a matching tag will automatically print on a template that has no Connected Tags assigned. If you don’t already have one, create it:

1. Navigate to OnSite > Badges & Printers > Badge Label Designer
2. Above the table, select Create New
3. Enter a Name, leave Connected Tags blank, and select the appropriate Default Template for your stock
4. Select Create, then design and save the template

Option B — Add the required tag to the attendee

1. Navigate to Attendees > Attendees and select the attendee
2. Scroll to Tags and select the tag that matches the template’s Connected Tag
3. Select Save Changes

Option C — Remove the Connected Tag from the template

1. Navigate to OnSite > Badges & Printers > Badge Label Designer
2. Next to the template, select Edit
3. Select File > Properties
4. Under Connected Tags, select the X next to any tags to remove them
5. Select Save

Option D — Remove the template from the printer entirely

If you don’t want the printer restricted to any template:

1. Navigate to OnSite > Badges & Printers > Badge Printers and select the printer
2. Under Templates, remove all assigned templates
3. Select Save Changes

Printer errors

Media Out Error

This error appears when the printer can’t detect badges in its feeder — usually because the badges or label rolls have run out. Insert new stock and press the pause button on the printer to resume.

Inserting label rolls:

1. Pull back the two yellow tabs on the sides of the printer and lift the top open (you’ll hear a release)
2. Pull the two yellow label holders apart horizontally
3. Feed the label roll between the holders and use the rolling adjuster to secure it 
4. Feed the unrolled labels under the two small tabs, then through the cutter opening until they protrude slightly
5. Close the top firmly until you hear a click

Press pause to resume. The printer will calibrate automatically.

If the Media Out Error persists after inserting new labels, press and hold the Pause and X buttons simultaneously for about 3 seconds to trigger a manual calibration. Note: this uses 2–3 labels during the process.

Inserting Direct Thermal Badges:

1. Pull back the two yellow tabs and lift the top open
2. Feed badges through the back opening, back page first, with the black bar facing toward the front of the printer
3. Feed the badges under the two small tabs, then through the cutter opening until they protrude 1–2 inches
4. Close the top firmly until you hear a click
5. Press pause to resume. If the calibration fails, see the manual calibration steps below.

Manual calibration — Direct Thermal Badges:

1. From the printer’s home screen, select Wizards > Print > Start Print
2. Set Print Type to Direct Thermal
3. Set Media Type to Mark
4. Keep the default Label Width (710)
5. Set Media Handling to Cutter
6. Load badges when prompted; if auto-calibration fails, select Calibrate then press Pause to continue
7. When prompted to Open the cover, select Next
8. When prompted to Move labels over the sensor, position a badge so its black bar sits just before the yellow sensor bar, then select Next
9. When prompted to Close the cover, close the top until it clicks, then select Calibrate
10. Complete the Image Adjust and Print Quality steps on screen

Cutter Error

A cutter error means a piece of badge material is blocking the cutter and preventing the badge from feeding through. A staff member needs to manually clear the obstruction.

1. Pull back the two yellow tabs and lift the top open
2. Remove the loaded badges
3. Examine the cutter slot at the front of the printer
4. Remove any obstructions with tweezers or a thin object
5. Re-insert the badges and close the printer
6. Press the pause button to resume — the printer will calibrate and resume printing

If the cutter error continues after clearing, repeat the steps to ensure nothing remains. If the printer is confirmed clear and still erroring, restart it by holding the power button off and back on, then calibrate with badges loaded.

Printhead Overheating Error

An overheating error can either be accurate, or a potential sensor misread. Take these 2 steps in order:

1. Restart the printer. Hold the power button to turn it off, wait a few seconds, then power it back on. Try another print.
2. Unplug the printer and leave it idle for 10-15 minutes. The printhead is actually overheated if the error persists after a restart. The only resolution is to let it cool down by unplugging it entirely and refraining from sending prints through for a short duration. Contact logistics@pheedloop.com if the error persists.

Print quality issues

Nothing is printing, but no error appeared

The most common cause is a weak network connection, however it could be a mismatched serial number between the printer and the Dashboard record.

Verify the serial number:

1. On the printer, select Printer Info from the touchscreen to view the serial number. Alternatively, check the sticker on the bottom of the printer.
2. From the Event Dashboard, navigate to OnSite > Badges & Printers > Badge Printers and select the printer
3. Under Serial Number, confirm it matches exactly what’s shown on the printer
4. Select Save Changes

If the serial number is correct, refresh the iPad and confirm the correct printer is selected in the OnSite app settings. If the issue persists, slow internet is likely the cause — have the network provider run a speed test (each device should have at least 5 Mbps) and contact logistics@pheedloop.com if needed.

Blank badge printing after every print

The printer is calibrating itself after each print. A single calibration badge is normal and shouldn’t recur. If a blank badge is printing after every single print, perform a manual calibration — follow the steps in the Media Out Error section above.

Strange noises / printer struggling to feed

Loud grinding or struggling sounds usually mean badge material is caught in the cutter.

1. Pull back the two yellow tabs and lift the top open
2. Remove the loaded badges
3. Look into the front cutter opening for any obstructions
4. Clear any blockage by feeding a badge or label roll through to push it out
5. Re-insert badges and run a test print

If the noises stop but the printer still isn’t cutting, check the Dashboard setting:

1. Navigate to OnSite > Badges & Printers > Badge Printers and select the printer
2. Under Tear Off, select Advance label for automated cutting
3. Select Save Changes

If the printer is set correctly but still not cutting, firmly pick up the printer and shake it to dislodge anything inside. If nothing is loose, restart the printer.

Portion of badge not printing (horizontal blank line)

A piece of badge or adhesive is likely stuck on the printhead, blocking part of it.

1. Pull back the two yellow tabs and lift the top open
2. Locate the printhead (the printing mechanism along the top of the printer) and remove any badge material or adhesive
3. Wipe the printhead clean with a dry cloth — do not use any liquids, which can damage the printhead
4. Close the printer and press pause to calibrate

If the issue persists, create a new template in the Badge Label Designer and test print from that. If the new template prints cleanly, work from it instead. If the problem continues on all templates, email logistics@pheedloop.com with a photo of a misprint.

Badge cutting in the wrong spot

If the cut is slightly off (Direct Thermal Badges only):

1. Navigate to OnSite > Badges & Printers > Badge Printers and select the printer
2. Scroll to Advanced Adjustments
3. Set Tear Adjustment to -15 and select Save Changes, then run a test print
4. If still off, adjust in increments of 5 (try -20, -10, etc.) and test after each change
5. If the cut gets worse as you increase toward 0, switch to a positive value starting at 60 and decrease in increments of 5

If the cut is dramatically off (cutting mid-badge):

The light sensor inside the printer may be misaligned.

1. Pull back the two yellow tabs and lift the top open
2. Locate the light sensor — if it’s near the edges or passing over a hole punch, move it to the center of the printer
3. Feed a badge through by at least one inch
4. Close the printer and perform a manual calibration (see Media Out Error — Manual calibration section above)

Printed text in the wrong position on the badge

The template dimensions in the Badge Label Designer likely don’t match your badge stock.

Verify the template dimensions:

1. Navigate to OnSite > Badges & Printers > Badge Label Designer
2. Check the height and width for your template against the correct values:

If the dimensions are wrong:

1. Select Edit next to the template
2. Select Tools > Resize
3. Enter the correct Width and Height and select Apply

If the dimensions are correct but text is still misaligned, try manually dragging fields to the correct position in the designer and running a test print. If the issue persists after resizing and adjusting, perform a manual calibration (see Media Out Error section above).

Connection issues

Printer showing as Offline in the Dashboard

Work through these steps in order, refreshing both the Dashboard and OnSite app after each one.

1. Refresh the Dashboard and OnSite app. This resolves the issue in most cases.
2. Check the Ethernet cable. Push it fully into the printer — it should click into place. When removing, always squeeze the clip to avoid damaging the port.
3. Confirm the printer’s connection is set to Wired. From the printer’s touchscreen, select Wizards > Connection > Start Connection > Wired, then follow the prompts.
4. Restart the printer. Hold the power button to turn it off, wait a few seconds, then power it back on.
5. Swap the Ethernet cable. Try a different cable to rule out a faulty cord.
6. Check for network restrictions. PheedLoop printers require unrestricted internet access — no login page, password, splash screen, MAC/IP filtering, or firewall. Speak with your venue’s IT contact if any restrictions are in place.

For full internet requirements, see Understanding Internet Requirements for On-Site Success.

Printer connection randomly dropping

Intermittent connection is almost always caused by insufficient bandwidth.

• Each device on the network (iPads and printers) needs at least 5 Mbps. Ask the venue’s AV team to run a speed test and divide the total bandwidth by the number of devices.
• Remove all non-essential devices from the network. Any extra device — even a phone on Wi-Fi — can degrade print speeds significantly.
• If bandwidth is confirmed adequate and no extra devices are on the network, the issue is likely faulty hardware: an Ethernet cable, extension cord, or outlet. Swap each one individually to isolate the cause.

Router troubleshooting (PheedLoop-supplied router only)

All printers offline

Step 1 — Check the Internet light on the router (4th light):

Step 2 — Check if a switch is in use:

A network switch distributes one Ethernet input across multiple output ports.

Some printers offline (not all)

If only one printer is offline:

The issue is almost certainly isolated to that printer, its Ethernet cable, or its power cable.

• Restart the printer
• Confirm the connection type on the printer is set to Wired (see Printer showing as Offline section above)
• Re-seat the Ethernet cable on both ends
• Swap the Ethernet cable for a spare

If multiple (but not all) printers are offline:

Identify what the offline printers have in common — this is the key to finding the cause.

• Are all offline printers routed through a switch, while online printers connect directly to the router?
• Are all offline printers on the same power bar?
• Are all offline printers in the same physical area of the room?

Once you identify the common factor, you can isolate and fix it. If you can’t find one, contact logistics@pheedloop.com for support.

Still stuck?

Email logistics@pheedloop.com. Include a description of the issue, any error messages you’re seeing, and photos of misprints or error screens where applicable. The logistics team will respond as quickly as possible.