Articles on: Printing

Printing Troubleshooting Guide — Step by Step

Something's not printing right? No worries — let's figure it out together. This guide walks you through diagnosing and fixing the most common print problems, step by step.



Step 1 — Identify Where the Problem Is


Printing in ALIVE has two connections. The first thing to do is figure out which one is broken:


iPad (ALIVE) ——Wi-Fi——> Computer (ALIVE Magic Print) ——USB——> Printer
       Connection A                              Connection B


Check Connection A: iPad ↔ Computer


Open ALIVE Magic Print on your computer and look at the connection status indicator:


  • 🔵 Blue — Your iPad is connected to the computer. Connection A is fine.
  • 🟡 Yellow — The server is running, but no iPad is connected. Connection A is broken.
  • 🔴 Red — The server isn't running or can't be reached. Connection A is broken.


If the indicator is yellow or red, the problem is between the iPad and the computer. Jump to **Fix Connection A** below.


Check Connection B: Computer ↔ Printer


If your iPad is connected (blue indicator) but prints aren't coming out, the problem is between the computer and the printer.


  • Is the printer powered on?
  • Is the USB cable firmly connected on both ends?
  • Does the printer show up in your computer's printer list (Windows Settings → Printers & Scanners)?


If the printer isn't responding, jump to **Fix Connection B** below.



Fix Connection A: iPad ↔ Computer


If the iPad can't find or connect to ALIVE Magic Print:


  1. Check Wi-Fi — Both the iPad and computer must be on the exact same network. Check the network name on both devices — it should match exactly.
  2. Check local network permission — On the iPad, go to Settings → Privacy & Security → Local Network and make sure ALIVE Photobooth is enabled.
  3. Scan the QR code — In ALIVE Magic Print, there's a QR code on the screen. Open ALIVE on the iPad, go to Settings → Printing, and scan it.
  4. Check the firewall — On your computer, make sure ALIVE Magic Print is allowed through the firewall. Windows will usually prompt you when you first run it — click Allow.
  5. Try a manual URL — If QR doesn't work, type the server URL shown in ALIVE Magic Print directly into the iPad's printer settings.
  6. Check for network isolation — Some hotel and corporate Wi-Fi networks block devices from talking to each other. If that's the case, bring your own portable router and create a private network.


If you're at a venue and the Wi-Fi is giving you trouble, a portable router is your best friend. Create a dedicated network for your iPad and computer and skip the venue Wi-Fi entirely.



Fix Connection B: Computer ↔ Printer


If the iPad is connected but prints aren't coming out:


  1. Check the printer is on — Sounds obvious, but make sure the printer is powered on and not showing any error lights.
  2. Check the USB cable — Unplug and re-plug the USB cable on both ends. Try a different USB cable if you have one.
  3. Check the printer appears on your computer — Go to Windows Settings → Printers & Scanners (or System Settings → Printers & Scanners on Mac). Your printer should be listed and showing as Online.
  4. Set it as default — Right-click your printer and select Set as Default Printer.
  5. Clear the print queue — Open the printer queue on your computer. If there are stuck jobs, clear them all and try again.
  6. Check paper and ink — Make sure the paper tray is loaded and the ink ribbon isn't finished.
  7. Restart ALIVE Magic Print — Close the app and reopen it. It will reconnect to the printer.



Common Issue: Print Orientation Is Wrong


Prints coming out rotated, sideways, or cropped? This is an orientation mismatch between your template and the printer settings.


How to Fix


You need to change the orientation in your computer's printer settings (not in ALIVE):


On Windows:


  1. Go to Settings → Printers & Scanners
  2. Find your printer (or the Alive Standard queue)
  3. Click Manage → Printing Preferences
  4. Look for the Orientation setting
  5. Switch between Portrait and Landscape — whichever matches your template
  6. Click OK to save


On macOS:


  1. Go to System Settings → Printers & Scanners
  2. Select your printer
  3. Click Options & Supplies or Open Print Queue
  4. Adjust the orientation in the print dialog


Quick Rule of Thumb


  • 4x6 photo cards usually need Portrait orientation
  • 6x4 landscape cards usually need Landscape orientation
  • 2x6 strips — orientation depends on your printer and driver. Test both and see which one looks right.


After changing the orientation, always send a test print from ALIVE Magic Print to verify it looks correct before the event starts.



Common Issue: Strips Are Not Cutting


You're printing 2x6 strips, but the printer isn't cutting them into separate strips? The 2-cut setting needs to be enabled.


How to Fix


Option 1 — Run the Setup Wizard (Recommended)


The easiest way to fix this is to re-run the ALIVE Magic Print setup wizard:


  1. Open ALIVE Magic Print
  2. Go to the Setup or Printer Settings section
  3. Run the Setup Wizard
  4. In Step 2 (Configure), the wizard automatically creates two print queues:
  • Alive Standard — For full 4x6 prints (no cutting)
  • Alive Strips — For 2x6 strips with automatic 2-inch cutting
  1. In Step 3 (Test), print a test strip to verify cutting works


The wizard configures the 2-cut setting for you. If it worked during setup, it should work during events.


Option 2 — Check Printer Preferences Manually


If the wizard didn't fix it, you can configure the cut settings directly:


  1. Go to Windows Settings → Printers & Scanners
  2. Find the Alive Strips queue (not the Standard one)
  3. Click Manage → Printing Preferences
  4. Look for a Cut or Cutting option in the driver settings
  5. Enable 2-inch cut (or 2-cut, depending on your printer brand)
  6. Click OK to save
  7. Send a test strip from ALIVE Magic Print


Brand-Specific Notes


Different printer brands have different driver interfaces:


  • DNP — Look for the cutting option in the paper/media settings tab
  • Mitsubishi — Check the print mode or media type settings
  • Citizen — Look for cut settings in the advanced options


Don't manually change the driver settings for the Alive Standard queue — that one should always print without cutting. Only adjust the Alive Strips queue.



Common Issue: Prints Have White Borders


  • Make sure your template size matches your paper size (2x6, 4x6, or 6x4)
  • Make sure borderless printing is enabled in the printer preferences
  • Run a test print from ALIVE Magic Print to check alignment



Still Stuck?


If none of the above fixed your issue:


  1. Restart everything — Close ALIVE on the iPad, close ALIVE Magic Print, power cycle the printer, then start everything back up
  2. Re-run the Setup Wizard — This reconfigures the queues and often fixes issues that built up over time
  3. Check for driver updates — Visit your printer manufacturer's website and download the latest driver
  4. Contact support — Reach out to support@alive-pic.com with details about your printer model and the issue you're seeing



Pre-Event Checklist


Before every event, run through this quick checklist to avoid problems:


  • ✅ Printer powered on and USB connected
  • ✅ ALIVE Magic Print running on computer
  • ✅ Connection status shows blue (iPad connected)
  • ✅ Paper loaded and ink ribbon ready
  • ✅ Test print for Standard mode looks good
  • ✅ Test print for Strips mode is cutting correctly (if using strips)
  • ✅ Orientation matches your template


Arrive at the venue early and run through this checklist at least 30 minutes before guests arrive. Most print problems are easy to fix when you're not stressed about guests waiting.




Updated on: 03/28/2026

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