Hi all!

This article will help you to overcome printing issues during an event. 


TABLE OF CONTENTS


Important Steps to Take Prior to the Troubleshooting Process:

1. Supported Printers:

Make sure you're using a printer that is supported by Foto Master's PrintPal:

    DNP:

        RX1HS

        DS620

        DS40

    Mitsubishi:

        CP-D70DW

        CP-D80DW


2. Allow Access Permissions:

If this is your first time using the Foto Master Booth app and\or the PrintPal - make sure to follow the quick start guide to set up your iPad. When opening the app for the first time, allow permissions to every pop-up it will show (access to camera roll, Bluetooth, Local network, etc.).


3. Allow access to Local Network:

The PrintPal will work only if the app received a permission to connect to your Local Network. In order to check if this permission is enabled, open you iPad settings and scroll down to select Foto Master app (in order for the software to operate properly, you should enable\allow permissions to all).



If you can't see the Local Network option in this menu, you will need to reset your iPad settings: open iPad settings > General > Reset > Reset All settings.

- Then, connect to the FM_PrintPal_112 network and open the Foto Master Booth app. Make sure to allow permissions to allow permissions to every pop-up it will show, and in this case, especially the Local Network:

Make sure to re-set your iPad according to the quick start guide.


WiFi PrintPal Print Troubleshoot:

1. Make sure you're using a supported printer.


2. Make sure that you have the printer connected to the PrintPal device and that it's turned on. The PrintPal should be powered on last.


3. Make sure you're connected to the FM_PrintPal_112 network on the iPad WiFi settings:


4. Open the Foto Master Booth app > Settings > PrintPal > and make sure that WiFi PrintPal is selected. Then Print a test page.


5. If it doesn't work, click on Refresh Printer. Make sure to confirm the process and see the notification says the process has been completed:


6. If it doesn't work, press on the Photo Layout menu (this will create a new preview file in the preset pack), and try to print a test page again.


7. If that doesn't work, try to re-do the Refresh Printer process as shown above.


8. If you still can't seem to print, restart the PrintPal device, and repeat steps 3-5.


9. If that doesn't work, reset your iPad settings: open iPad settings > General > Reset > Reset All settings.

Once done, make sure to allow permissions to every pop-up it will show (access to camera roll, Bluetooth, Local network, etc.). Make sure to follow the Local Network permissions instructions above.


10. If you still can't seem to print, test Wired PrintPal.


Wired PrintPal Print Troubleshoot:

1. Make sure you're using a supported printer.


2. Make sure that you have the printer connected to the PrintPal device and that it's turned on. The PrintPal should be powered on last.


3. When connecting the USB C - to - Ethernet adapter to the iPad, make sure you can see the Ethernet indication and that an IP address is being generated (this should happen automatically).

    a. If you can't see an Ethernet indication, try to flip the adapter

    b. If you see the Ethernet indication but no IP is being generated, try to disconnect and reconnect the Ethernet cord.

    c. If an IP address is still not being generated, try to replace the Ethernet cable.

*It is recommended to have the iPad's WiFi off as well for best practice.



>> If you can't make it work so far, skip and test WiFi PrintPal


4. Open the Foto Master Booth app > Settings > PrintPal > and make sure that WiFi PrintPal is selected. Then Print a test page.


5. If it doesn't work, click on Refresh Printer. Make sure to confirm the process and see the notification says the process has been completed:


6. If it doesn't work, press on the Photo Layout menu (this will create a new preview file in the preset pack), and try to print a test page again.


7. If that doesn't work, try to re-do the Refresh Printer process as shown above.


8. If you still can't seem to print, restart the PrintPal device, and repeat steps 3-5.


9. If that doesn't work, reset your iPad settings: open iPad settings > General > Reset > Reset All settings.

Once done, make sure to allow permissions to every pop-up it will show (access to camera roll, Bluetooth, Local network, etc.). Make sure to follow the Local Network permissions instructions above.


10. If you still can't seem to print, test WiFi PrintPal.


Wired & WiFi PrintPal don't work:

If you can't seem to work, it is possible that the Print cannot be recognized due to its USB cable. You can test it by:


- Replace the Printer's USB cable, restart the PrintPal device and test Wired\WiFi PrintPal again.


- Test AirPrint:

When using AirPrint from the Foto Master Booth app, you will need to click on “Select Printer” and choose “PRINTER raspberrypi” device. This is our dye-sub printer that has the  PrintPal connected to it.


AirPrint Troubleshoot:

1. Make sure you're connected to FM_PrintPal_112 on the iPad WiFi settings. 


2. If the printer doesn't show show up in the Select Printer menu, click on Refresh Printer and try again.

    a. If the printer is still not showing, try to replace the printer's USB cable, then restart the PrintPal device and try again.

    b. Repeat steps 1-2.


3. If AirPrint does not print, slide up to see the apps running in the background and look for Print Center. If it's there, it means that there are documents pending in the queue. Delete those documents and try to reprint via AirPrint.


PrintPal network connection is unstable:

It is possible that if you’re very distant from the PrintPal device (roaming mode) or that there are reception interruptions due to structural issues, the connection to the PrintPal network will be unstable. In that case, what is likely to happen is that once the iPad gets disconnected from the PrintPal network, it will auto-connect to another WiFi network.

To prevent that, click Forget Network for the other WiFi networks in the area, so the iPad will reconnect to the PrintPal network automatically, once possible, instead of to other networks.


Alternative Solutions:

If you can't seem to troubleshoot your PrintPal and you need an immediate alternative solution, you can use the Online Sharing features - MMS and Email. 

Click here for MMS feature instructions | Click here for Email feature instructions


Hot Spot via PrintPal Troubleshoot:

1. First, make sure that the Edimax dongle is connected to the PrintPal.


If you don’t see any networks:

1. Click on Refresh Networks.


2. Connect the Edimax dongle to a different port on the PrintPal device and try again.


3. Restart the PrintPal device.


4. Replace the Edimax dongle.


>If you're at an event and can't get a new dongle, you can use the printing option only and\or use the MMS and Email features offline, and the documents will stay pending in the system's queue until you get internet connection.


If you see different networks, but not the one you would like to chose:

1. Click on Refresh Networks


2. Check if your network’s name has any special characters. If it does, change the network's name and click Refresh Networks. It is possible that with certain characters, the name of the network simply changed. In the following example, the original name of the network is Rita’s.