What do the lines mean that are going through the print on my label?

If the line is in a diagonal direction, it is likely that the foil is creasing. Simply adjust the tension bar or clutch.

If the lines are vertical, then the printhead could either be dirty, or there could be dots or pixels on the printhead. If the latter is the case, you might need a new printhead. Contact us for us to diagnose the problem before ordering new parts.

Horizontal lines often indicate that the machine has stopped to make a cut. Usually, the machine will automatically try and blend this line out. Trying to alter the design of your label could help to solve the problem, however if there is a cut in the roller then it might need replacing. Contact our Technical Team if you think that this might be the case.

Nothing is printing onto my label but it’s going through the print process. What’s happening?

It’s likely that the ink foil is on the wrong way round, and it’s applying ink to the printhead instead of the label. Remove the ink foil, clean the printhead with some of our printhead wipes or isopropyl spray, and put the ink foil back on the other way around. The general rule of thumb when loading ink foil is dull side down, shiny side up!

I’ve got a warning notification on my printer. What should I do?

You will likely be seeing something along the lines of ‘No Gap Found / Media Error’, which could mean several things. The labels might be threaded up incorrectly, which will mean that they’re not going through the sensor. Take the roll of labels off and thread them up again, being sure to consult the diagram to make sure you’re doing this in the correct way for your machine. The sensor might not be in the correct position, so try adjusting it slightly to see whether it picks up on the labels coming through. Alternatively, the sensor might need re-calibrating. Either find the button on your machine that will do this for you or contact us for a little more assistance.

How do I clean the printhead on my label printer?

Take off the ink foil and get some of our printhead cleaning wipes, or some isopropyl spray and a cloth. Wipe the print area, removing any visible dirt or residue. Rethread the machine, reload the ink foil, and run a small job again to see whether print quality improves.

My printer isn’t communicating with my computer. What should I do?

The first thing to do is to check that the cable running between your computer and printer is connected properly, and in the correct port. Also ensure that the port on the computer is selected correctly (e.g. USB-C, USB), by navigating to your settings. You should also make sure that you’re trying to send a job to the correct printer, and not another that is synced with your computer.