If visitor badges are not printing from your iPad, follow this guide to identify and resolve the most common causes before contacting Comeen Support.
Symptoms
You may experience one or more of the following:
The visitor completes the check-in process successfully.
The Comeen app displays "Printing badge...".
No badge is printed.
The Brother printer shows no activity.
Before you start
Before troubleshooting, verify that your environment is configured correctly.
Verify your hardware
Make sure you're using supported hardware:
A supported printer and a supported iPad
If you're using a Brother printer, the only label roll supported is the Brother DK-22251 paper roll ⚠️
For more information, see List of compatible hardware for Visitor Management.
Verify badge printing is enabled
In Workplace, open your Kiosk settings and make sure Enable badge printing is enabled.
Verify the printer transport
Open your kiosk configuration in Workplace and verify that the correct Printer transport is selected: iOS application
Using the wrong transport may prevent badge printing, even if the printer is correctly paired.
After updating the printer transport:
Save your changes.
Restart the Comeen app.
Try printing another badge.
Verify your Space has a logo
Badge printing requires a logo to be configured for your Space.
To verify this:
Go to Settings > Space.
Check that a Logo has been uploaded.
⚠️ Important: Badge printing requires a logo to be configured for the Space. If no logo is uploaded, badges will not print, even if the printer is correctly configured and connected.
Step 1 – Verify the printer works outside of Comeen
The first step is to determine whether the issue is related to the printer itself or specifically to the Comeen app.
On your iPad:
Open the Photos or Files app.
Print any image or file to the Brother printer.
If the image prints successfully
The printer and Bluetooth connection are working correctly.
Continue with the next troubleshooting steps.
If the image does not print
The issue is likely related to the printer, the Bluetooth connection, or your iPad configuration rather than Comeen.
Step 2 – Verify the Bluetooth connection and permission
Verify the Bluetooth connection of your iPad
On your iPad:
Open Settings.
Tap Bluetooth.
Verify that your Brother printer is listed as Connected.
If the printer is not connected, reconnect it and try printing another badge.
Verify Bluetooth permission for the Comeen app
The printer may be connected, but the Comeen app also needs permission to access Bluetooth.
To verify this:
Open Settings.
Go to Apps → Comeen.
Make sure Bluetooth is enabled.
If Bluetooth access is disabled:
Enable it.
Close and reopen the Comeen app.
Try printing another badge.
Note: If you recently reinstalled the Comeen app, iOS will ask for Bluetooth permission the first time the app attempts to print.
Step 3 – Update your devices
Make sure you're running the latest versions of:
iPadOS
The Brother printer firmware
The Comeen iOS app
Keeping your devices up to date ensures compatibility and includes the latest fixes.
Step 4 – Forget and reconnect the printer
If the printer appears connected but badges still do not print, you can try recreating the Bluetooth pairing.
Open Settings → Bluetooth.
Tap your Brother printer.
Select Forget This Device.
Pair the printer again.
Confirm the pairing code if prompted.
Once the printer has been reconnected, try printing another badge.
Still need help?
If you've completed all the steps above and badges still don't print, contact Comeen Support.
To help us investigate the issue, please include the following information:
Device information
iPad model
iPadOS version
Brother printer model
Brother printer firmware version
Environment information
Space name
Building name
Kiosk name
Troubleshooting already completed
Please let us know whether you've already:
Printed successfully from another iPad app (such as Photos)
Forgotten and re-paired the printer
Verified Bluetooth permission for the Comeen app
Updated the printer firmware