Labels aren't printing

First, the basics

• Is auto-print on? On the iPad it starts off. In Chrome, check Auto-print bin labels under menu ☰ › Print.
• Labels loaded the right way round, lid closed, light steady (not blinking)?
• Try a test print.

In Chrome

• The print helper must be running on your computer. If the panel says Printer app offline, open the helper again.
• Pick your printer again under Print, or tap Look for printers again.
• Print any document to the same printer from your computer. If that doesn't print either, the problem is between the computer and the printer, not Backstage:
  • Install the printer with its maker's own driver. A generic or "text only" driver often sends labels that never come out.
  • Open your computer's print queue for that printer (Mac: System Settings › Printers & Scanners; Windows: Settings › Bluetooth & devices › Printers & scanners). Delete any jobs that are stuck, and make sure the printer isn't paused or set to work offline.
  • Turn the printer off, wait 10 seconds, and turn it back on. A USB cable is more reliable than Bluetooth for a long show.
• Labels that couldn't print are counted on the Issues card in the panel. Tap VIEW / RETRY once the printer's back.

Labels print late, a few at a time?

The printer is going to sleep between sales. Turn off its sleep or auto-off setting (see its manual), or print a test label just before you go live.

On iPad

• Turn the printer on before you open Backstage. Printer went to sleep? Settings › Printer › Reconnect.
• Make sure the printer isn't paired in the iPad's own Bluetooth settings.
• Wi-Fi printer? Check it's on the same Wi-Fi as the iPad, and that Backstage is allowed under iPad Settings › Privacy & Security › Local Network.

The red Printer button (iPad)

If the printer drops during a show, labels aren't lost. They're held, and the Printer button at the top turns red: Printer off · reconnecting, with how many labels are waiting. Backstage keeps trying to reconnect by itself.

• When the printer's back, the waiting labels from the last 3 hours print by themselves, once each, and a message tells you how many printed.
• Older labels, or ones you've since switched off, wait in Settings › Printer › Labels that didn't print. Tap Reprint or Discard.

A returning buyer didn't get a label?

That's normal: a bin label prints once per buyer, the first time they win. If buyers who are new tonight aren't getting labels, your bins may have carried over from last show. See Bins started at the wrong number.