Open Forum

Just last week, we updated our Cvent iPad Os and this week, the OnArrival app no longer connects to the Brother QL-820WNBc printers.  I called Cvent tech support who was not able troubleshoot and was then pointed to Brother for further assistance. Brother tech support does not support third-party app and could not troubleshoot the OnArrival app's issue. The Brother support person was able to walk me through testing the printer connection with its app called P-touch and we were able to successfully connect and print badges. I've been advised by Brother support to work with Cvent to troubleshoot their own app. 

I've followed Cvent's support persons instructions to disconnect bluetooth on both the printer and my iPad, then turning it back on the printer, followed by turning it back on the iPad and connect the printer. Which is not a problem. The problem is in the actual OnArrival app, when I go to the printer setting to select the brother printer , is says not connected. Its strange because its listed with the right last 4digits of the printers serial number. 

Anyone else seen this, reported it, and found a resolution? 

#OnArrival

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Hoa Truong
District Sales Manager
10x Genomics, Inc.United States
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Hi!

I have had this happen a few times. I usually just have to refresh the printers, or I continue to set them up even though it says there is an error, and then configure it. After I configure it, the error alert typically goes away. 

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Katherine Nichols
Event Coordinator
Conscious DisciplineUnited States
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You may need to reconfigure the printer. Try removing it and then re-adding it. 

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Elena PEREZ
Communications Coordinator
SEIU - UHWUnited States
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Yes, we had ongoing issues with all four of our printers and OnArrival being finicky. 

Our onsite staff was losing a lot of time trying to troubleshoot and sometimes couldn't get it to work at all. 

We were able to stabilize them through advanced Cvent support and getting our account rep involved to connect with the appropriate Cvent resource people. The SIM card was part of the issue.

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Hallie Loeb, HMCC
Event Operations Specialist
CDW United States
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Hi Hoa,

Hope you are well.

I apologize for the inconvenience you have been through because of this.

I got this checked and was advised that this is a known issue and has already been escalated to our Technology Team and they are working towards fixing it.

Additionally, I too will update you here, in this thread, as soon as the issue is fixed by the team.

Please let me know if you have any further questions.

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Raashi Semwal Khati
Senior Quality Analyst
Cvent
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Hi Hoa,

Hope you are well!

The team tested the printer connected and they stated that adding Brother printer via Wi-Fi or Bluetooth shows green "CONNECTED" pill to right of printer name (Brother QL-820NWB), but is showing "No printer connected" under the "Printer Settings" tab heading. However the printer can still print labels.

They are further investigating this issue at their end as why the printer is behaving this way : Printer can print labels but showing "No printer connected" under the "Printer Settings" tab in OA (Everything works fine despite the error).

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Raashi Semwal Khati
Senior Quality Analyst
Cvent
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If all else fails, call into Customer Support.  I've had them successfully troubleshoot me through printer connection issues.

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Amy Lum
Senior Systems & Tools Specialist
Boston Scientific CorporationUnited States
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Shut down and re-connect (not the best solution but always my go to for any technical hiccups). 

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Kayla Sisco
Program Manager
Meetings & Incentives Worldwide, Inc.United States
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Hi Hoa,

Hope you are well!

The team is still working towards fixing the issue. They were able to replicate the issue at their end and the team has confirmed the escalated concern as unintended behavior. As per the team the reported error was seen in printer settings. They are working with the vendors to get the issue fixed and the team is waiting for a response form the vendor currently.

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Raashi Semwal Khati
Senior Quality Analyst
Cvent
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