If a store's Zebra label printer is having communication issues with the store handheld, have the store user follow these troubleshooting steps in order:
IMPORTANT: Do not try to connect the Zebra printer through the iOS bluetooth menu. It creates a constant disconnection failure.
Find the connection status of the printer
Open the VoriOS app
On the Devices row of the app's main screen, read the connection status of the Zebra printer
Depending on the printer status, follow one of the two troubleshooting sections below
Connected - proceed to green section of this help page
Disconnected - proceed to the red section of this help page
Connected
The Zebra printer appears to be connected to the VoriOS app, but tags are not printing when expected
Restart the label printer
Press and hold the Zebra printer's power button until the unit powers down
Store's may have one of two Zebra printer model's, with power buttons in different locations.
Example photos below:
Zebra ZQ500
Zebra ZQ600
Wait 10 seconds
Press and hold the Zebra printer's power button until the unit powers back on
Restart the handheld
Press and hold the iPhone's side and volume up buttons down at the same time for 3-5 seconds
Move the slide to power off slider to the right
Wait 10 seconds
Press and hold the iPhone's side button until it powers back on
Reopen the app and test the connection
On the handheld, open and log into the VoriOS app
If the Zebra printer automatically reconnects, attempt to print a tag to test the connection
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
If the label printer is still connected but tags to not print, proceed to the next section.
If the label printer does not reconnect, proceed to the blue troubleshooting section.
Forget the device, then reconnect
On the device row of the VoriOS app, select the Zebra Printer device tile
Scroll to the bottom of the Zebra printers device detail page and select Forget this device
Swipe down from the handheld's upper right corner to open the Control Center
Tap and hold on the Bluetooth icon
Tap and hold on the Bluetooth icon again
Tap Bluetooth Settings at the bottom of the popup
Look through the list of connected bluetooth devices and find the bluetooth icon with the long alphanumeric string, then tap the blue icon to the right of the device name
The alphanumeric string is the serial number of the Zebra printer
Tap Forget This Device
Reopen the VoriOS, select the Zebra printer in the VoriOS Device row and walk through the in-app setup instructions. Then attempt to test print a tag
If the label printer is still connected but tags to not print, proceed through the following steps again:
Restart the handheld
Restart the Zebra printer
Forget the Zebra printer through the handheld's bluetooth menu
Reopen the VoriOS app and reconnect the Zebra printer
Attempt to test print a tag
If these steps have been repeated, contact @eng-oncall in Slack for support and begin the RMA process.
Disconnected
Check if the label printer is charged
Press the Zebra printer's power button to make sure it is turned on
If the printer does not turn on, leave it plugged into it's charging cable then recheck the connection
If the label printer is turned on but not connecting, proceed to the next step.
Restart Bluetooth on the handheld
Close the VoriOS app
Swipe down from the handheld's upper right corner to open the Control Center
Tap the Bluetooth icon to turn off bluetooth
Wait 10 seconds
Tap the Bluetooth icon to turn bluetooth back on
Restart the label printer
Press and hold the Zebra printer's power button until the unit powers down
Store's may have one of two Zebra printer model's, with power buttons in different locations.
Example photos below:
Zebra ZQ500
Zebra ZQ600
Wait 10 seconds
Press and hold the Zebra printer's power button until the unit powers back on
Restart the handheld
Press and hold the iPhone's side and volume up buttons down at the same time for 3-5 seconds
Move the slide to power off slider to the right
Wait 10 seconds
Press and hold the iPhone's side button until it powers back on
Forget the device, then reconnect
On the device row of the VoriOS app, select the Zebra Printer device tile
Scroll to the bottom of the Zebra printers device detail page and select Forget this device
Swipe down from the handheld's upper right corner to open the Control Center
Tap and hold on the Bluetooth icon
Tap and hold on the Bluetooth icon again
Tap Bluetooth Settings at the bottom of the popup
Look through the list of connected bluetooth devices and find the bluetooth icon with the long alphanumeric string, then tap the blue icon to the right of the device name
The alphanumeric string is the serial number of the Zebra printer
Tap Forget This Device
Reopen the VoriOS, select the Zebra printer in the VoriOS Device row and walk through the in-app setup instructions. Then attempt to test print a tag
If the label printer is still not connecting, repeat the steps of this red section.
If the steps of this red section have been repeated and the label printer is still not connecting, contact @eng-oncall in Slack for support and begin the RMA process.