Support

Need help with Platen? Email contact@amentilabs.com and we'll get back to you quickly.

My printer isn't found

Platen tries to answer this inside the app — open it and read the diagnosis, which names the actual cause rather than showing an empty list. The most common ones:

• Your iPhone and printer must be on the same Wi-Fi network. A guest network, or a router that splits 2.4GHz and 5GHz into separate networks, will hide the printer.
• Check that iOS granted Platen Local Network access: Settings → Privacy & Security → Local Network → Platen. Without it, no printer can be discovered.
• Some routers drop the announcements printers use to introduce themselves. In your router's settings, turn on mDNS or multicast forwarding (sometimes called Bonjour forwarding, or hidden behind IGMP snooping). Your printer keeps working the whole time — only the app's ability to find it on its own is affected.
• If discovery is blocked and you can't change the router, use Add printer by IP address. The address is on the printer's own screen, usually under Settings → Network, or on the network configuration page it can print for you.

My label or form prints at the wrong size

Open the print options and set Size → Actual size. That prints at 100%, so a shipping label's barcode stays the size the carrier made it. When Platen recognises a label it offers this in one tap. Anything larger than the paper is cropped rather than shrunk — that is the trade, and the app says so before you print.

Scanning

Platen offers two clearly separate routes: your printer's own glass or feeder, and your camera. Only the paper paths your printer actually reported are listed, so a control you can see is one the hardware will honour.

A print didn't finish

Look in Settings → Print history. A job that failed says why — an empty paper tray, a jam, a printer that stopped answering — and what to do about it. Queued jobs and jobs that could not finish wait in the queue until they print; nothing is dropped on a timer.

Manage your subscription

Open Platen → Settings → Manage or cancel subscription, or go to your Apple Account settings. Restore Purchases is in Platen's Settings too. The first real print is free for everyone, with no account and no trial.