Printer not printing? Start here.

App says “Connected” but nothing prints

The app is holding a stale Bluetooth session. A full power cycle of both sides clears it.

1. Force close the BOH Wiz app completely — don't just background it.
2. Hold the printer's power button for 8 seconds until every light turns orange.
3. Turn the printer back on. Wait for the diamond-shaped status light to go solid green.
4. Reopen the app, tap Find Printers, and pick your printer's serial number.
5. Wait for the banner to read Connected — this can take 30 seconds.
6. Print a test label. If it still fails, run a SmartCal.

An internet connection is required — the app talks to our servers to fetch labels. Check Wi-Fi before anything else.

Printer won't stay connected

Usually the tablet is holding an old pairing, or two devices are fighting over the same printer.

1. Restart the phone or tablet running the app.
2. Confirm no other device in the kitchen is connected to the same printer. Only one at a time.
3. Open the app, tap Find Printers, and reselect the serial number.
4. Keep the printer within about 30 feet, with no steel shelving or a full walk-in door between it and the tablet.
5. In Settings, verify the selected printer matches the serial number on the printer's sticker.

Labels feed but come out blank

These printers are direct thermal — there is no ink. A blank label almost always means the roll is in upside down or it isn't thermal stock.

1. Open the cover and check the roll direction: the printable side faces up, toward the printhead.
2. Confirm you're using BOH Wiz thermal labels, not plain paper stock.
3. Scratch a blank label briskly with a fingernail. Thermal stock leaves a grey mark; if nothing appears, the roll is wrong.
4. If the roll is loaded right and the stock is thermal, check the media sensor position next — that is the other cause of blank labels.
5. Reload the roll and run a SmartCal.

Media sensor is out of position

The one people miss. The printer finds the gap between labels with a movable sensor sitting in the media path. Knock it off its default spot — easy to do while clearing a jam — and the printer can no longer tell where one label ends. You get blank labels, skipped labels, or printing straight across the gap.

1. Power the printer off and open the cover.
2. Find the movable sensor below the media path. It carries a small alignment arrow.
3. For standard 2″ × 1″ BOH Wiz labels the arrow belongs in the default centre position — how it ships from the factory.
4. Slide the sensor until the arrow points at a marked position on the alignment key. Gap sensing only works while the arrow lines up with a marked position.
5. Close the cover, power on, and run a SmartCal. Always recalibrate after moving the sensor.

The sensor only needs to leave centre for unusual media — such as two labels side by side on one roll. For standard gap labels, centre is correct.

Skipping labels, or printing across the gap

The printer has lost track of where each label starts. Calibration fixes it.

1. Make sure the roll is loaded correctly and the cover is fully closed and latched.
2. Wait for the status light to be solid green.
3. Hold PAUSE + CANCEL together for two seconds, then release.
4. The printer feeds a few labels while it measures them. Wait until the status light returns to solid green.
5. Print a test label to confirm alignment.
6. Still skipping after a SmartCal? The media sensor is probably out of position.

Label jam

Never yank a stuck label backward through the printhead — that's how printheads get scratched, and scratches show as a permanent white line on every label afterward.

1. Power the printer off before touching anything inside.
2. Slide the release latches forward and open the cover fully.
3. Pull the jammed label forward, in the direction it normally feeds.
4. Remove any adhesive residue from the roller with a lint-free cloth and 70% isopropyl alcohol. Let it dry completely.
5. Reload the roll, close the cover until it clicks, power on, and run a SmartCal.

Printer is paused

A paused printer looks identical to a broken one: it's connected, it accepts jobs, and nothing comes out.

1. Press the PAUSE button once.
2. Try printing again.
3. If it prints, the printer had simply been paused — often by a bump in a tight prep area.

Loading a new roll

1. Slide the release latches forward to unlock the cover.
2. Spread the roll holders apart and drop the roll in. It must sit in the holders, not on the floor of the compartment.
3. Check the roll spins freely.
4. Pull the end of the roll past the front edge of the printer.
5. Push the end under both guides.
6. Close the cover until it clicks on both sides.

SmartCal calibration

Teaches the printer the size and gap of your labels. Run it after any jam, roll change that misfeeds, or reset.

1. Load the media and close the cover.
2. Power on and wait for solid green.
3. Hold PAUSE + CANCEL for two seconds, then release.
4. The printer measures a few labels and stops at solid green.

You don't need to recalibrate on every roll change — only when feeding goes wrong.

Cleaning the printhead

Clean after roughly every 5 rolls. Skipping this is the single most common cause of faded or streaky labels.

1. Power the printer off and open the cover.
2. Wipe the printhead with a cleaning pen or a lint-free swab and 70% isopropyl alcohol.
3. Wipe the rubber platen roller, rotating it so you reach the whole surface.
4. Let it dry completely before closing the cover.

Never use a knife, scraper, or anything metal on the printhead.

Resetting the printer

A last resort. You will need to run a SmartCal afterward, and reconnect from the app.

1. Settings reset: power off, then hold PAUSE + FEED while powering on. Release when the status light is the only one lit.
2. Network reset: power off, then hold PAUSE + CANCEL while powering on.
3. There is also a recessed reset button on the bottom of the printer, pressable with a paperclip: about 2 seconds triggers a factory reset, about 6 seconds resets the network, and holding longer cancels without changing anything.
4. Run a SmartCal, then reconnect in the app via Find Printers.