Why am I unable to connect my printer?

Created by Thu Nguyen, Modified on Wed, 6 Mar at 2:48 PM by Duong Nguyen

If you are unable to find your printer through the app, there may be a few reasons for this. Please refer to the following troubleshooting steps to help you resolve the issue:

A. Wifi connection setup

Check for network issues and review setup requirements if your printer is not found by our app. Follow the steps to check if the issue is resolved:

Make sure your printer and your phone are connected to the SAME wifi network.
On the main screen of the app, tap the "Add Printer" button and let the app search for available printers.
If the pop-up shows No Printer Found, tap Retry to search for the printer again.
Tap Set Up Guide and choose what type of printer you are connecting to.
Follow the instructions in the Set Up Guide to complete the connection.

B. No Print Service Plugin

If you want to print from your Android device, it is necessary to set up the Print Service Plugin. This is a print driver that works with most printers. However, you need to download the appropriate print service plugin for your printer's brand. Here are the steps to follow:

Make sure your printer and your phone are connected to the same Wi-Fi network.
On the main screen of the app, tap the "Add Printer" button.
Choose the available printer that you want to connect to.
Tap "Continue" to download your Print Service Plugin.
Choose the appropriate Print Service that matches your printer to download.

Once you have completed all the steps, you will see a pop-up message that says "New printer is ready for use".

C. No printer found

If you have followed all the steps mentioned above and the issue "No Printer Found!" persists, please try the following:

Restart your printer and mobile device to clear any possible error conditions.
Restore Wi-Fi setup mode:
- For printers with a touchscreen control panel: Go to the Wireless or Setup menu on the control panel, select Network Setup or Settings, and then choose Restore Network Settings.
- For printers without a touchscreen control panel: Use the control panel buttons to Restore Wi-Fi setup mode on your printer.
Make sure your phone & printer are connected to the same Wi-Fi network, then try to re-connect.