Support & Troubleshooting

Everything related to Support (e.g. Installing AnyDesk for screen sharing)

Support Tool

Support Tool

Support Tool Installation - Windows

Note: You'll need Administrator permissions to complete this installation.

First, download the support tool.

Once downloaded double click to open the installer, then click Next.

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Accept the terms in the Licensing Agreement, then click Next.

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Choose the install location, then click Next.

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Click Install

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Click Yes to allow the app to make changes to your device.

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The program will then install, and once completed click Finish.

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Once installed an icon will appear in your system tray in the bottom right corner of the screen (by the clock). We advise that you drag this icon down so that it appears in the task bar for easier access.

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Support Tool

Refresh Print Client - Windows

If you find that your printer disconnects and goes offline you will want to install the Support Tool which will help you get back up and running.

Installation instructions can be found here: Support Tool: Installation

Refreshing the Print Client using the Support Tool

With the Support Tool installed, anytime you find your print client offline (indicated by "PC Offline"):

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Simply click on the Support Tool icon in your taskbar, then click Refresh Print Client.

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Once the client has restarted successfully you will see the following pop-up

Close this pop-up and wait up to 30 seconds and your printer should reconnect.

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Support Tool

Repair Print Client - Windows

Repairing the print client will download and run the installer in order to write over any parts of it that may have been damaged. This is particularly useful if the Refresh Print Client option throws an error.

Please make sure you are using the latest version of the Support Tool; previous versions will reset your station pairing, meaning you will need to contact support to re-attach your station if you use the Repair function on those older versions.

Direct download: Download Support Tool
OR
Github: Download Support Tool

Screenshot 2025-10-20 at 18.27.14 PM.jpg

Wait a few minutes after the repair process completes for your station to come online. If you continue to face issues, please contact support.

Support Tool

Upgrading the Support Tool - Windows

You may have previously installed an old version of the Support Tool, which was then called the Print Client Refresh Tool. This version did not support auto-update, so you should uninstall this version and download the latest installer.

Open Settings

Windows 11: Right-click the Start button and choose "Installed apps" (or open Settings > Apps > Installed apps).
Windows 10: Right-click Start and choose "Apps and Features", or go to Settings > Apps > Apps & features.

Find Print Client Refresh Tool

In the list of installed apps, type "Print Client Refresh Tool" into the search box to filter the list and locate it quickly.

Uninstall it

Windows 11: Click the three-dot menu next to the app and select "Uninstall."
Windows 10: Click the app, then click the "Uninstall" button that appears below it.

Confirm any prompts (including a User Account Control/UAC prompt) to proceed.

Wait for uninstall to finish

A separate uninstaller window may open and run automatically. Let it complete, then close any leftover windows. A restart is not usually required, but restart if prompted.

Install the new version

Next, follow the steps in this article to install the latest version of the Support Tool: Support Tool Installation - Windows

Support Tool

Support Tool Installation - Mac

Note: You'll need Administrator permissions to complete this installation.

First, download the support tool.

Open the downloaded .pkg file to launch the installer:

Installer (noshadow)

Next, press Continue then Install. You'll be asked to provide your administrator password.

Administrator Prompt (noshadow)

When the installation completes, you'll see a success message:

Success (noshadow)

Now you'll see the Support Tool running at the right side of your menu bar, at the top of your screen:

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Support Tool

Refresh Print Client - Mac

If you find that your printer disconnects and goes offline you will want to install the Support Tool which will help you get back up and running.

Installation instructions can be found here: Support Tool: Installation

Restarting the Printer using the Refresh Tool

With the Support Tool installed, anytime you find your print client offline (indicated by "PC Offline"):

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Simply click on the Support Tool icon in your menu bar, then click Refresh Print Client.

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You'll see a progress window which will notify you when the refresh is complete:

Success (noshadow)

Press Done to close this window, then wait up to 30 seconds and your printer should reconnect.

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Support Tool

Repair Print Client - Mac

If the Print Client can't be refreshed, it often indicates an error with the installation. You can use the Repair Print Client option to resolve this issue.

Failed (noshadow)

Open the Support Tool on your menu bar, and select the Repair Print Client option:

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You'll see a progress window with the steps the repair function is completing. Note that depending on your computer's internet speed and performance, the "Downloading installer..." and "Running Print Client installer..." steps may take a couple of minutes.

Running Print Client Installer (noshadow)

When the repair is complete, the progress window will indicate success:

Success (noshadow)

The Print Client should be online and ready to print.

Support Tool

Uninstall Print Client

This article covers the problem with uninstalling the Print Client on Windows 10 and Windows 11 systems.
This error will prevent a new version of the print client from being installed and functioning properly.

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First step is to uninstall the Support Tool.

Via Settings -> Apps -> Installed apps.
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Or by using the Windows Search and typing "Add or remove programs".

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Download the official Program Install and Uninstall troubleshooter from Microsoft.

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Launch MicrosoftProgram_Install_and_Uninstall.meta.diagcab

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Click Advanced.

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Uncheck Apply repairs automatically.

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Choose Uninstalling.

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Select Simple RFID Print Client Updater and click Next.

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Choose Yes, try uninstall.

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Make sure that Uninstall and cleanup? is checked. Click Next.

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The resolve process might take up to 2 minutes.

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Once the resolve process is done, the following screen will appear.

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After it's done, you will need to reinstall the Support Tool from here.
The Support Tool will automatically install the Print Client once launched.

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The Print Client is now installed correctly.

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Troubleshooting

Troubleshooting

Contact Support

Creating a ticket is the preferred way to contact us

Create a Ticket

The quickest way to contact support is by creating a ticket. You will put in your email and information, and you will receive an email from us within 2 hours. To create a ticket, you can click on the Support button in the top right of the Simple RFID Web Portal

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It will bring you to this link

https://support.simplerfid.com/support/tickets/new


Email Support Directly

You can email support@simplerfid.com with any problems you have. The response could take a bit longer than creating a ticket.

Printing Issues

Printing Issues

Printer Offline

If you're unable to print, follow these steps to troubleshoot. After each step, check to see if you can print; if you still can't, then move on to the next step.

Before you start, take the time to identify your printer model so you know which instructions apply to you.

Step 1: Make sure the printer isn't paused.

Printers will not print if they're paused. Depending on the model of your printer, you'll see different indicators if the printer is paused.

T800: "OFFLINE" in top-right corner

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The OFFLINE text means the printer is paused. Unpause it using the green pause button [      I I      ] below the screen.

ZD621R: Pause indicator above screen

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If the PAUSE light is lit up yellow, the printer is paused. Unpause it using the Pause button [ I I ] to the right of the screen.

ZD500R: PRINTER PAUSED message flashing on screen

If the printer's screen flashes PRINTER PAUSED, unpause it using the Pause button [ I I ] to the right of the screen.

Step 2: Refresh the Print Client.

Using the Support Tool, select the Refresh Print Client option.

If you haven't installed the Support Tool, follow these instructions:
Windows: https://kb.simplerfid.com/books/support-tool/page/installation
Mac: https://kb.simplerfid.com/books/support-tool/page/support-tool-installation-mac

Screenshot 2025-10-20 at 18.27.20 PM.jpg   image.png

If you find that you have to Refresh the Print Client often, it may help to adjust the sleep settings on your host PC.

Mac:

https://kb.simplerfid.com/books/support-tool/page/refresh-print-client-mac

Step 3: If using USB, check the printer's USB connection.

Occasionally, the Host PC will put certain USB ports to sleep in order to save power.

Unplug the USB cable from both ends then plug it back in.

Please make sure that no USB hubs are used.

If you suspect or find your cable damaged, you can take the cable (USB A>B) from a regular inkjet/laser printer.

Step 4: Power cycle the printer.

Printers can encounter software errors which cause them to stop responding to the host.

Turn the printer off for 30 seconds, then turn it back on.

Step 5: Check your PC internal storage drive.

SSD or HDD malfunction or insufficient storage can make Print Client not operate properly. 

Check health of your internal storage device and, if needed, replace it.

If a new OS instance is installed, please follow this article: Installing Print Client

Step 6: Repair the Print Client.

Repairing the print client will download and run the installer in order to write over any parts of it that may have been damaged. This is particularly useful if the Refresh Print Client option throws an error.

Please make sure you are using the latest version of the Support Tool; previous versions will reset your station pairing, meaning you will need to contact support to re-attach your station if you use the Repair function on those older versions.

Download Support Tool

Screenshot 2025-10-20 at 18.27.14 PM.jpg

Mac:

https://kb.simplerfid.com/books/support-tool/page/repair-print-client-mac

Wait a few minutes after the repair process completes for your station to come online. If you continue to face issues, please contact support.

Printing Issues

Reset Your Printer to Factory Defaults

If you have a printer error due to running out of tags or ribbons, or if it prints "VOID" after calibration, you will want to reset the printer to factory defaults.

This article outlines the process of resetting each printer model to factory default settings. 

Printronix Printers

Unlike Zebra printers, Printronix printers require extra configuration after resetting to factory defaults; for this reason, we don't recommend this as a solution for printing issues.

Please contact support if you are experiencing an issue with your Printronix printer that is not solved by calibrating.

Reset the printer to Factory Defaults
1. Turn off the printer
2. Hold Left and Bottom arrow buttons
3. Turn on the printer while holding these buttons
4. Release the buttons after 10-15 seconds after turned on
5. Press Enter key
6. Go to Misc.tools
7. Select Erase All NVRAM
8. Turn the printer off, wait about 10-15 seconds, and then turn it back on.
9. Select the country if asked (e.g. EU)
10. Press green "Pause" button twice if "Redo Calibration" error occurs
11. Configure your printer according to this article: Configuring Your Printronix Printer after a Reset 
12. Calibrate the printer (follow this article Calibrate the Printer from the Web Portal or Calibrate manually (Calibrate the printer directly))

Zebra Printers
Desktop Models
ZD500R
ZD621R
Industrial Models
ZT410R
ZT411R
R110Xi4
Printing Issues

Cross Encoding

What is cross encoding? It's when a printer prints the

Printing Issues

Adjusting the Sleep settings on your host PC

If your host PC keeps disconnecting from the Simple RFID website it's likely that your host PC is going to sleep. Here's how to prevent it.

Windows 11





Windows 10



Printing Issues

VOIDS

If you see the work "VOID", or a cross-hatch pattern printed across your labels, you will need to perform a calibration.

The default is to only allow Printers to print 3 VOIDS before pausing.

An RFID printer may mark a label as VOID when it encounters issues during the encoding or verification process of the RFID tag. Here are the main reasons this can happen:

RFID Chip Encoding Failure
RFID Chip Read Failure (Post-Write Verification)
Tag Not Detected
Dirty or Damaged Printhead or Antenna
Printer Settings or Configuration Issues
Firmware or Software Errors
Lock Status or Tamper Detection

If you're seeing excessive VOID tags, it's usually best to:


Printing Issues

macOS: Troubleshooting the Print Client

UPDATE: The macOS version of the Support Tool has been released, which provides quick access to Refresh and Repair functions. In most cases you should use the Support Tool rather than the commands below.

Introduction

The macOS Print Client is currently in beta. As such, it has a couple of known issues:

Troubleshooting

The following commands can be copy/pasted into Terminal to take action on the print client.

These commands require Administrator access to the Mac. When using sudo, you'll periodically be prompted for your password in order to escalate your privileges. These commands can also be used in a root shell by omitting sudo.

As always, please exercise caution when using the terminal, especially with elevated privileges. Make sure you fully understand any command you're using, otherwise you may damage your system.

Get ClientId from PrintClientDatabase

The ClientId is the station's unique identifier when communicating with our servers. This value can be useful for identifying a station when troubleshooting.

sudo sqlite3 /var/root/Library/Application\ Support/Simple\ RFID/PrintClient/PrintClientDatabase.db "SELECT ClientId from RegistrationData"
Refresh Print Client
sudo launchctl kickstart -k system/com.simplerfid.printclient

The print client (and its updater) are handled as services by launchd in macOS. The above command instructs launchd to refresh the print client by "kickstarting" the process, with -k indicating that the process should be killed if it is already running.

If you receive the error Could not find service "com.simplerfid.printclient" in domain for system, the print client is not installed, or has been manually disabled. Install or re-enable the print client to continue.

Disable Print Client
sudo launchctl bootout system/com.simplerfid.printclient
sudo launchctl bootout system/com.simplerfid.printclient.update
sudo launchctl bootout system/com.simplerfid.printclient.updater.selfupdate

These three commands stop the print client and its updater processes, and unload the services from the system domain. This will prevent the print client from starting or updating automatically.

While not recommended, these commands can also be used independently of each other to control specific components.

Re-enable Print Client
sudo launchctl bootstrap system /Library/LaunchDaemons/com.simplerfid.printclient.plist
sudo launchctl bootstrap system /Library/LaunchDaemons/com.simplerfid.printclient.update.plist
sudo launchctl bootstrap system /Library/LaunchDaemons/com.simplerfid.printclient.updater.selfupdate.plist

These three commands load the print client and updater services back into the system domain, effectively re-enabling them all. Since these services are not currently in the domain, we provide the full path to each service's plist.

After this is complete, launchd will continue launching these services automatically on their respective intervals.

Run Print Client manually
(cd "$(printf '%s\n' /Applications/SimpleRfid/PrintClient.[0-9]* | sort -V | tail -n1)" && sudo ./SimpleRFID.PrintClient)

The parentheses start a subshell where we temporarily cd into the target directory, run the command, and then automatically return to the original directory when the subshell exits.

The print client should function exactly the same as if it was started by launchd, except you may be able to see some output from the application, for troubleshooting purposes. If you close the terminal window or press Ctrl-\, the process will terminate.

Uninstall Print Client
: # Unload the services from the system domain
sudo launchctl bootout system/com.simplerfid.printclient
sudo launchctl bootout system/com.simplerfid.printclient.update
sudo launchctl bootout system/com.simplerfid.printclient.updater.selfupdate

: # Delete the plist files defining the services
sudo rm -f /Library/LaunchDaemons/com.simplerfid.printclient.plist
sudo rm -f /Library/LaunchDaemons/com.simplerfid.printclient.update.plist
sudo rm -f /Library/LaunchDaemons/com.simplerfid.printclient.updater.selfupdate.plist

: # Delete the SimpleRfid folder in /Applications containing the print client and updater
sudo rm -rf /Applications/SimpleRfid

: # Delete temporary files
sudo rm -rf "/tmp/Simple RFID"

: # Delete the receipts for previous installs
pkgutil --pkgs | grep com.simplerfid.printclient.updater | xargs -n1 sudo pkgutil --forget

These commands should remove the print client from your system. You can always install the print client again using the installer from the Resources page on the web portal.

Clear the Print Client's local database

Don't do this unless you've been instructed to by our support team. Clearing the database will require us to re-assign the station to your account and you won't be able to print until then.

sudo rm -rf "/var/root/Library/Application Support/Simple RFID"
Download and install Print Client via command line
: # Download the latest installer from GitHub
curl -L0 -o /tmp/PrintClient.Updater.arm64.pkg https://github.com/simplerfid/printclient-updater/releases/latest/download/PrintClient.Updater.arm64.pkg

: # Run the installer
sudo installer -pkg /tmp/PrintClient.Updater.arm64.pkg -target /

These commands download the latest installer and run it from the command line with no GUI.

Depending on your internet speed, your terminal may sit for a while at installer: Installing at base path / while the updater downloads the latest print client files. When the process is complete, you should see installer: The install was successful.

Printing Issues

Printing Alignment Issues

Printing Issues

Uninstalling the Support Tool

It may be necessary to reinstall the Support Tool to ensure you have the latest version on your computer.

To do this, log in to the computer that has the Support Tool installed. Then go to Settings > Apps > Installed apps

In the search bar that says "Search apps", type in "Simple RFID Support Tool".

Screenshot 2025-12-19 093125.png

Older versions of the Support Tool were named "Print Client Refresh Tool". If "Simple RFID Support Tool" does not pop up, then try this name. If neither of the names shows anything, then go straight to downloading the Support Tool here: https://kb.simplerfid.com/books/support-tool/page/support-tool-installation-windows

Click on the 3 dots on the right, and select "Uninstall". Now install the support tool and refresh the Print Client.

Please note that this will create a new Printer Station, so you will need to contact support here: https://support.simplerfid.com/support/tickets/new

Printing Issues

Troubleshooting USB Connection

In the Windows Search bar, type Device Manager and open it.

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Expand the Universal Serial Bus controllers section in the Device Manager window.

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Right-click the device with the warning icon, which is USB Root Hub (USB 3.0), and click Disable device.

Wait a couple of seconds for the same device to appear with the "down arrow" icon, then right-click it and select Enable Device.

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a couple of seconds for the same device to appear with the "down arrow" icon, then right-click

Now, the USB Root Hub (USB 3.0) should appear with the regular icon and work properly.

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Printing Issues

Troubleshooting Printer Network Connection

I'm trying to network my Printronix printer to my network but it's showing no IP address, only 000.000.000.000

An IP address of 000.000.000.000 means the Printronix isn't getting an IP address from your network. In most cases, either the Ethernet connection isn't actually established or the printer is set to DHCP but isn't receiving an address from the router.

Since you're networking one of your Printronix RFID printers, I'd check it in this order:

First: Make sure that you have a stable internet connection.

  1. Check the Ethernet cable first. Make sure it's connected from the printer's Ethernet/LAN port directly to your router, switch, or an active wall jack. Look at the Ethernet port on the back of the printer—you should normally see link/activity lights. If there are no lights, that's our first clue.
  2. On the printer display, go into Settings/Configuration → Network → Ethernet (the exact wording varies by T-Series vs. TH-Series).
  3. Make sure Ethernet is enabled and the IP assignment is set to DHCP / Automatic, not Static.
  4. If DHCP is already enabled, restart the printer with the Ethernet cable connected and give it about 60–90 seconds after it fully boots.
  5. Check the network/IP screen again. You want something like 192.168.1.123, 192.168.0.123, or 10.x.x.x instead of 000.000.000.000.

RFID Scan Troubleshooting Guide

Before following these troubleshooting steps, make sure you have the latest version of the app installed; search the App Store or Play Store for an update.

Additionally, if using a TSL reader, please follow these troubleshooting steps (including updating the firmware) to eliminate potential hardware issues.

If your RFID tags are appearing as Unknown Items, failing to scan, or scanning inconsistently with reduced read range, follow the troubleshooting steps below to identify and resolve the issue.

When troubleshooting RFID performance, test one variable at a time. Isolating each potential cause makes it easier to identify the root of the problem and prevents multiple changes from masking the actual issue. This systematic approach leads to faster, more accurate troubleshooting.

Issue: Tag is scanning as "Unknown"

This issue relates to scans displaying an SGTIN string (for example: sgtin-96:511099.0001804.1) instead of product names

Possible Causes:
Troubleshooting Steps:
  1. Confirm that the product appears in the Products page of the web portal.
  2. If the product doesn't appear, try reimporting from the partner system.
  3. If using Shopify:
  4. From the mobile app: Force Reload Products

Issue: Tags Are Scanning Incomplete or Not at All

This issue occurs when tags do not appear in scan results.

Possible Causes:
Troubleshooting Steps:

1. Test for Tag Persistence

2. Test on a Neutral Surface

A neutral surface is any surface confirmed not to interfere with RFID signals. To verify a neutral surface, test it using a known working RFID tag first.

3. Use the EPC Read Feature

4. Check for Dense Tag Environments

Issue: Tag Performance Is Reduced or Inconsistent

This issue includes:

Possible Causes:
Troubleshooting Steps:

1. Identify Environmental Interference

2. Test on a Neutral Surface

A neutral surface is any surface confirmed not to interfere with RFID signals. Verify the surface using a known working RFID tag before testing.

3. Inspect Tag Placement

4. Confirm Reader Power

5. Perform an Audit

Additional Best Practices



Windows Host

Windows Host

Resolving Login Errors | Windows 11

"401: You have no rights to access this. Please Login"

If you see this (401) error, please try logging in again using your email and password. If you still encounter this error, your computer's system time is probably set incorrectly.

Follow these instructions to set your time:

 Windows 11
  1. Navigate to Settings > Time & language > Date & time.
    1. You can quickly access this by right clicking on the clock in the bottom right of your taskbar and selecting 'Adjust date and time'. 
    2. Underneath the 'Additional settings' section, click on 'Sync now'

Optional (Recommended)

1. If not already checked, turn on the toggles for 'Set time zone automatically' and 'Set time automatically' near the top of the window

Windows Host

Powering your Windows Surface Tablet

Use the Windows charger to power

Please ensure that the power is connected to a wall AC power source. If the power on the tablet is low Windows will halt processes which includes services (including the Simple RFID Print Client) which will make the printer offline.

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The charger uses a magnet to connect.

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An LED indicator on the side of the charger will light up when connected.

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The Surface tablets have just 1 USB port which is used to connect the printer, therefore the USB cannot be used to power the tablet.

Windows Host

Installing AnyDesk

Install AnyDesk

Installing AnyDesk and setting a password to allow unattended access allows Simple RFID to help guide you through the printer set-up process as well as troubleshoot issues.

Windows Host

Switching out of S mode in Windows

Windows 11 in S mode is designed for security and performance, exclusively running apps from the Microsoft Store. If you want to install an app that isn't available in the Microsoft Store, you'll need to switch out of S mode.

Windows 11 in S mode is only available in the Windows 11 Home edition.  If you have the Pro, Enterprise, or Education editions of Windows 10 in S mode, Windows Update will not offer Windows 11 because S mode is not available in those editions of Windows 11.  Therefore, if you have the Pro, Enterprise or Education editions of Windows 10 in S mode, you'll need to switch out of S mode to upgrade to Windows 11.

Switching out of S mode is one-way. If you make the switch, you won't be able to go back to Windows 10 or Windows 11 in S mode. There's no charge to switch out of S mode.

  1. On your PC running Windows 11 in S mode, open Settings  > System  > Activation.
  2. In the Switch to Windows 11 Pro section, select Go to the Store. (If you also see an "Upgrade your edition of Windows" section, be careful not to click the "Go to the Store" link that appears there.)
  3. On the Switch out of S mode (or similar) page that appears in the Microsoft Store, select the Get button. After you see a confirmation message on the page, you'll be able to install apps from outside of the Microsoft Store.

Open Microsoft Store

What is the ISN and what is the benefit of printing it on my tags?

The ISN is a valuable piece of data that can be printed on your labels. This article explains the advantages of printing it.

What is the ISN? The ISN is an acronym for Internal Serial Number and is the serial number programmed into the tag. 

Benefits of ISN when Printing

Printing the ISN provides visual identification of the tag's programmed serial number, and can help to verify the exact tag's data when printing and scanning.


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Where to View the ISN from The Web Portal

Printing Page


Printing

From the Printing page click the Print Job. This will open the Product & Tags view pop-out of the side menu. 

The Product view appears on top and displays the range of serial numbers, the Tags view appears on the bottom and displays the ISN per tag.

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The ISN allows you to quickly identify which labels are faulty so that they can be discarded and new labels printed.

Inventory Page & Downloads

Inventory > Products View

Once the labels have been scanned and uploaded, users can view the ISNs via the Inventory tab.  The Inventory displays all scanned items since the most recent audit, thus providing a merged view of several scans. The default Inventory view is by Products.

To view the ISN for a Product click on the desired product to view the Tags. This opens a pop-up window displaying the Tags and the related ISNs. 

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Inventory > Tags View

By sliding the view selector from Products to Tags a user can view the inventory page by Tags. The displays one tag per row. 

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Inventory Downloads

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From the inventory page a user can download the related spreadsheets. The ISN is available from the SKU + EPC & EPC downloads:


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SKU + EPC Download

This report collapses the Tag level data inside the Product. To view the ISNs from this report click on the Inventory tab, then click on the "+" button of the Product you wish to view Tags for to view the ISN column.

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EPC Download

The EPC download provides a Tags level view and includes the ISN.


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Scan Sessions Downloads

The Scan Sessions tab provides a record of every scan performed. From the same spreadsheets SKU + EPC and EPC you can view the ISNs for uploaded items.


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If you have any questions regarding the ISN please reach out to us.