Jomablue CX and Event Kit troubleshooting

These are the most common queries and solutions. For any other non-urgent matters, please contact support@jomablue.com

The iPad is not powering on

1. Connect the iPad to AC power (not just a laptop) using the charger supplied in the Event Kit
2. Monitor the iPad display for 5 minutes:

a. If an icon with an empty battery and a charging icon appears, then the iPad battery is drained and needs to be charged

b. If nothing appears on the display in 5 minutes, try a different power adapter and power outlet

c. If there is still no display, there may be a problem with the iPad. If possible, use the other iPad Printer pair and investigate the iPad issue when time is available.

The printer is not powering on

1. Connect the Printer to AC power using the charger supplied in the Event Kit
2. Monitor the display on the Printer:

a. If a charging battery animation appears, the Printer battery is drained and requires charging

b. If there is still no display, there may be a problem with the printer. If possible, use the other iPad

c. Printer pair and investigate the printer issue when time is available.

The printer is not connecting

1. Open the iPad settings
2. Navigate to Bluetooth settings
3. A printer number should be listed under My Devices
4. Tap the info icon and select Forget the device
5. Refresh the Jomablue CX app
6. Open the Instance settings, then select Printer Connection
7. Press Select An Accessory and choose the printer
8. Find the printer number by navigating to Bluetooth Status under Bluetooth in the printer menu
9. Press Save & Back
10. Try printing the badge again

Printer out of label roll

1. Open the Printer cover and remove the empty label roll and frame
2. Take a fresh label roll and remove the sticker holding it closed
3. Slide the new roll into the printer slot and feed it through until it appears out the front slot (or as far as possible)
4. Close the Printer cover and then hold the button with the scissors icon on the front of the printer until a strip ejects from the front. Press the scissors button to trim the strip off the printer.

After searching for a person or scanning an e-Ticket, the iPad says “Check in” instead of “Print badge”:

1. Return to the list of Events in Jomablue CX
2. Tap the Cog icon
3. Un-check the Badgeless check-in checkbox
4. Tap the back arrow at the top-left corner of the display
5. Select your Event from the list
6. Search for the Person or scan their e-Ticket again

“Alert - Please check your internet connection and try again”

• Indicates an internet connectivity issue
• To check your internet connection, swipe down from the top right-hand side of the screen to open the quick settings menu
• At the top left-hand side of this menu will be a square with 4 icons (from left to right and top to bottom: Airplane Mode, Cellular Radio, Wifi, Bluetooth)
• Ensure that the Airplane mode and Wifi icons are grey, the Cellular Radio icon is green, and the Bluetooth icon is blue

“Printer Alert - Unable to connect to printer. Please check printer power and that it’s selected under Settings”

• Indicates a printer connectivity issue
• To check printer connectivity, swipe down from the top right-hand side of the screen to open the quick settings menu, and ensure that the Bluetooth icon is blue.
• Check that the printer is switched on and that the Bluetooth icon on the display is solid. If it is flashing, see the section of this guide labelled “The printer is not connecting” and follow the instructions.