Should you ever have a problem regarding operation of our printers or how they work, you will quickly find answers covering many topics below. If you are unable to find an answer to your question here, please use our contact page, where you can either send us a message via a form or contact our support team directly via the telephone number or e-mail address stated there.
Problem-solving
| Possible cause | Suggested solution |
|---|---|
| No power | Turn on the power switch. Check if the green LED is lit on power supply. If it is not lit on, power supply is broken. Check both power connections from the power cord to the power supply and from the power supply to the printer power jack if they are connected securely. |
| Possible cause | Suggested solution |
|---|---|
| The printer is ready to use | No action necessary. |
| Possible cause | Suggested solution |
|---|---|
| The printer is paused | Press the FEED button to resume for printing. |
| Possible cause | Suggested solution |
|---|---|
| The out of label or the printer setting is not correct | 1. Out of label Load a roll of label and follow the instructions in loading the media then press the FEED button to resume for printing. 2. Printer setting is not correct |
| Possible cause | Suggested solution |
|---|---|
| Check if interface cable is well connected to the interface connector. | Re-connect cable to interface. |
| The serial port cable pin configuration is not pin to pin connected. | Please replace the cable with pin to pin connected. |
| The serial port setting is not consistent between host and printer. | Please reset the serial port setting. |
| The port specified in the Windows driver is not correct. | Select the correct printer port in the driver. |
| The Ethernet IP, subnet mask, gateway is not configured properly. | Configure the IP, subnet mask and gateway. |
| Possible cause | Suggested solution |
|---|---|
| Label loaded not correctly. | Follow the instructions in loading the media. |
| Possible cause | Suggested solution |
|---|---|
| The printer setting may go wrong. | Please do the initialization and gap/black mark calibration. |
| Possible cause | Suggested solution |
|---|---|
| Gap/black mark sensor sensitivity is not set properly (sensor sensitivity is not enough) | Calibrate the gap/black mark sensor. |
| Make sure label size is set properly. | Set label size exactly as installed paper in the labeling software or program. |
| Labels may be stuck inside the printer mechanism near the sensor area. | Remove the stuck label. |
| Possible cause | Suggested solution |
|---|---|
| Top cover is not closed properly. | Close the top cover completely and make sure the right side and left side levers are latched properly. |
| Wrong power supply is connected with printer. | Check if 24V DC output is supplied by the power supply. |
| Check if supply is loaded correctly. | Reload the supply. |
| Check if dust or adhesives are accumulated on the print head. | Clean the print head. |
| Check if print density is set properly. | Adjust the print density and print speed. |
| Check print head test pattern if head element is damaged. | Run printer self-test and check the print head test pattern if there is dot missing in the pattern. |
Problem-solving
| Possible cause | Suggested solution |
|---|---|
| The power cord is not properly connected. | Plug the power cord in printer and outlet. |
| Switch the printer on. |
| Possible cause | Suggested solution |
|---|---|
| The printer head is open. | Please close the print carriages. |
| Possible cause | Suggested solution |
|---|---|
| Running out of ribbon. | Supply a new ribbon roll. |
| The ribbon is installed incorrectly. | Please refer to the steps on section 4.3 to re-install the ribbon. |
| Possible cause | Suggested solution |
|---|---|
| Running out of label. | Supply a new label roll. |
| The label is installed incorrectly. | Please refer to the steps on section 4.4 to reinstall the label roll. |
| Gap/black mark sensor is not calibrated. | Calibrate the gap/black mark sensor. |
| Possible cause | Suggested solution |
|---|---|
| Gap/black mark sensor is not set properly. | Calibrate the media sensor. |
| Make sure label size is set properly. | Set media size correctly. |
| Labels may be stuck inside the printer mechanism. | Remove the stuck label inside the printer mechanism. |
| Possible cause | Suggested solution |
|---|---|
| Peel-off function is enabled. | If the peel-off module is installed, please remove the label. |
| If there is no peel-off module in front of the printer, please switch off the printer and install it.. | |
| Check if the connector is plugging correctly. |
| Possible cause | Suggested solution |
|---|---|
| Check if interface cable is well connected to the interface connector. | Re-connect cable to interface or change a new cable. |
| Check if wireless or Bluetooth device is well connected between host and printer. | If using serial cable,
|
| The port specified in the Windows driver is not correct. | If using the Ethernet cable,
|
| Please reset the wireless device setting. | |
| Select the correct printer port in the driver. | |
| Print head’s harness connector is not well connected with printheat. Turn off the printer and plug the connector again. | |
| Check your program if there is a command PRINT at the end of the file and there must have CRLF at the end of each command line. |
| Possible cause | Suggested solution |
|---|---|
| Label or ribbon is loaded not correctly. | Follow the instructions in loading the media and ribbon. |
| Use wrong type paper or ribbon | Ribbon and media are not compatible. |
| Verify the ribbon-inked side. | |
| The print density setting is incorrect. | |
| Clean the print head. |
| Possible cause | Suggested solution |
|---|---|
| Ribbon and media is loaded incorrectly | Reload the supply. |
| Dust or adhesive accumulation on the print head. | Clean the print head. |
| Print density is not set properly | Clean the platen roller. |
| Print head element is damaged. | Adjust the print density and print speed. |
| Ribbon and media are incompatible. | Run printer self-test and check the print head test pattern if there is dot missing in the pattern. |
| The print head pressure is not set properly. | Change proper ribbon or proper label media. |
| The release lever does not latch the print head properly. |
| Possible cause | Suggested solution |
|---|---|
| The connector is loose. | Plug in the connect cable correctly. |
| Cutter jam. | Remove the label. |
| Cutter PCB is damaged. | Make sure the thickness of label is less than 0.19 mm. |
| Replace a cutter driver IC board. |
| Possible cause | Suggested solution |
|---|---|
| The space of memory is full. | Delete unused files in the memory. |
| Possible cause | Suggested solution |
|---|---|
| SD card is damaged. | Use the supported capacity SD card. Please refer to section 3.2.1 |
| SD card doesn’t insert correctly. | Insert the SD card again. |
| Possible cause | Suggested solution |
|---|---|
| Wrong label size setup. | Set the correct label size. |
| Possible cause | Suggested solution |
|---|---|
| The print head is dirty. | Clean the print head. |
| The platen roller is dirty. | Clean the platen roller. |
| Possible cause | Suggested solution |
|---|---|
| The printer is in Hex Dump mode. | Turn off and on the printer to skip the dump mode. |
| The RS-232 setting is incorrect. | Re-set the RS-232 setting. |
| Possible cause | Suggested solution |
|---|---|
| The media guides do not touch the edge of the media. | If the label is moving to the right side, please move the label guide to left. |
| If the label is moving to the left side, please move the label guide to right. |
| Possible cause | Suggested solution |
|---|---|
| Label size is not specified properly. | Check if label size is setup correctly. |
| Sensor sensitivity is not set properly. | Calibrate the sensor by Auto Gap or Manual Gap options. |
| The media sensor is covered with dust. | Clear the GAP/Black mark sensor by blower. |
| Possible cause | Suggested solution |
|---|---|
| Printhead pressure is incorrect. | Please set the suitable density to have good print quality. |
| Ribbon installation is incorrect. | Make sure the label guides touch the edge of the media guide. |
| Media installation is incorrect. | |
| Print density is incorrect. | |
| Media feeding is incorrect. |
| Possible cause | Suggested solution |
|---|---|
| The battery has run down. | Check if there is a battery on the main board. |
| Possible cause | Suggested solution |
|---|---|
| Media sensor sensitivity is not set properly. | Calibrate the sensor sensitivity again. |
| Label size is incorrect. | Set the correct label size and gap size. |
| The parameter Shift Y is incorrect. | Use DiagTool to fine tune the parameter of Shift Y. |
| The vertical offset setting in the driver is incorrect. | If using the software BarTender, please set the vertical offset in the driver. |
