How to troubleshoot Zebra label printer connection issues

This article provides a step-by-step guide to resolving communication issues between the Zebra label printer and the store handheld using the VoriOS app.

Introduction

If the store's Zebra label printer is having communication issues with the store handheld, follow these troubleshooting steps below to troubleshoot. 

Find the connection status of the printer

1. Open the VoriOS app.

2. On the Devices row of the app's main screen, use the reference below to determine the connection status of the label printer:
   
   

• Connected - click here to proceed through troubleshooting steps.

• Registered by disconnected - click here to proceed through troubleshooting steps.

• Unregistered and disconnected - click here to proceed through the normal connection steps before attempting to troubleshoot.

   

Troubleshooting a label printer with the "Connected" status

Proceed through the steps below if Zebra label printer appears to be connected to the Vori OS app, but tags are not printing when expected. 

Restart the label printer and the store handheld

1. Label printer - Press and hold the unit's power button until the unit powers down.
   1. Stores may have one of two Zebra printer models with power buttons in different locations. Example photos below:
      1. Zebra ZQ521
         
      2. Zebra ZQ630
         
2. Label printer -Wait 10 seconds once the unit is fully powered down
3. Label printer - Press and hold the unit's power button until the unit powers back on.

4. Store handheld - Press and hold the iPhone's side and volume up buttons down at the same time for 3-5 seconds.

5. Store handheld - Move the slide to power off slider to the right.
   

6. Store handheld - Wait 10 seconds.

7. Store handheld - Press and hold the iPhone's side button until it powers back on.

8. Store handheld - Open and log into the VoriOS app.

   1. If the Zebra printer automatically reconnects, attempt to print a tag to test the connection.

   2. If the Zebra printer does not automatically reconnect, select the Zebra printer in the VoriOS Device row and walk through the in-app setup instructions.

Forget the device, then reconnect

1. On the device row of the VoriOS app, select the zebra printer's device tile.
2. Scroll to the bottom of the Zebra printers device detail page and select Forget this device.
3. Swipe down from the handheld's upper right corner to open the Control Center.
4. Tap and hold on the Bluetooth icon.
   
5. Tap and hold on the Bluetooth icon again.
   
6. Tap Bluetooth Settings at the bottom of the popup.
   
7. Find the Bluetooth device with the long alphanumeric string and tap the blue icon next to its name.
8. Tap Forget This Device.
   
9. Swipe up from to close the bluetooth menu.
10. Reopen the Vori OS app, select the Zebra printer in the VoriOS Device row, and walk through the in-app setup instructions. Then, attempt to test print a tag.

Check if the label printer is charged

1. Press the Zebra printer's power button to make sure it is turned on.

   1. Stores may have one of two Zebra printer models with power buttons in different locations. Example photos below:
      1. Zebra ZQ521
         
      2. Zebra ZQ630
         

2. If the printer does not turn on, ensure the unit is fully plugged into its charging cable, then recheck the connection.

Restart bluetooth on the handheld

1. Close the VoriOS app.

2. Swipe down from the handheld's upper right corner to open the Control Center.

3. Tap the Bluetooth icon to turn off Bluetooth.
   

4. Wait 10 seconds.

5. Tap the Bluetooth icon to turn Bluetooth back on.

6. Swipe up from to close the bluetooth menu.
7. Reopen the Vori OS app, select the Zebra printer in the VoriOS Device row, and walk through the in-app setup instructions. Then, attempt to test print a tag.

Restart the label printer and the store handheld

1. Label printer - Press and hold the unit's power button until the unit powers down.
2. Label printer -Wait 10 seconds once the unit is fully powered down
3. Label printer - Press and hold the unit's power button until the unit powers back on.

4. Store handheld - Press and hold the iPhone's side and volume up buttons down at the same time for 3-5 seconds.

5. Store handheld - Move the slide to power off slider to the right.
   

6. Store handheld - Wait 10 seconds.

7. Store handheld - Press and hold the iPhone's side button until it powers back on.

8. Store handheld - Open and log into the VoriOS app.

   1. If the Zebra printer automatically reconnects, attempt to print a tag to test the connection.

   2. If the Zebra printer does not automatically reconnect, select the Zebra printer in the VoriOS Device row and walk through the in-app setup instructions.

Forget the device, then reconnect

1. On the device row of the VoriOS app, select the zebra printer's device tile.
2. Scroll to the bottom of the Zebra printers device detail page and select Forget this device.
3. Swipe down from the handheld's upper right corner to open the Control Center.
4. Tap and hold on the Bluetooth icon.
   
5. Tap and hold on the Bluetooth icon again.
   
6. Tap Bluetooth Settings at the bottom of the popup.
   
7. Find the Bluetooth device with the long alphanumeric string and tap the blue icon next to its name.
8. Tap Forget This Device.
   
9. Swipe up from to close the bluetooth menu.
10. Reopen the Vori OS app, select the Zebra printer in the VoriOS Device row, and walk through the in-app setup instructions. Then, attempt to test print a tag.