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DYMO, Zebra, Rollo Printers | Troubleshoot

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ShippingEasy Content Team

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ShippingEasy retrieves labels and document images via PDF format. The quality of the label that prints out is determined by your printer configurations and operating system setup. If you find that your labels are not printing out correctly, there are a few things you can check:

If your labels are still not printing correctly, check your printer's most common troubleshooting actions below. Keep in mind that the printer manufacturer will be the best source of information when it comes to their products.

Printer Troubleshooting

Click through the tabs below for your printer.

DYMO

As of October 2021 the latest version for DYMO Software: MAC v1.4.2 and Windows v1.4.2.

Guide for DYMO

This guide goes over the most common DYMO printing issues.

Contact DYMO support for the best advice when handling their product.

Printing Smaller Than Expected

You may need to edit your printer settings if your printed labels are not filling the entire label, and/or the print on the label is small.

DYMO on Windows:

  1. Go to the Start Menu and open the Control Panel.

  2. Go to Devices and Printers.

  3. Click on Printers/Faxes.

  4. Then, right-click your thermal printer and select Printing Preferences.

  5. Go to Advanced Options and select your paper size (listed as 4x6 or 1744907).

  6. Click OK and then Apply at the bottom of the Printing Preferences window.

Paper Size Not Listed

If Paper Size is not listed in the Advanced Options tab, it may be necessary to select the 'Printing Defaults...' button at the bottom, choose the Options tab, and set the Paper Format to 'inch' and the Size width and height to 4 and 6.

DYMO on MAC:

If you are printing small PDF labels via your web browser, learn how to change your printer settings within the browser.

Multiple Labels with Each Print

If your DYMO label writer is feeding multiple labels with each print, it is possible the label spool is loose, or the optical sensor is dirty. Follow the steps below to check for these potential printer problems.

  • Loose label spool: It is recommended you re-seat a loose label spool by following the Dymo User Guide.

  • Dirty optical sensor: This problem can be corrected by feeding the Labelwriter Cleaning Card through the printer 2-3 times. The Cleaning Card and its instructions are included with your printer.

Print Quality Problems

If your labels are blurry, smudged, or faded, it is possible for the printer's head or roller to be dirty. Feed the label writer cleaning card through the printer 2-3 times to correct this problem. The cleaning card and its instructions are included with your printer.

Label Cuts Off

If your shipping labels are getting cut off, creating a custom paper size may resolve the problem.

Mac: DYMO printers must use DYMO-specific labels.

Windows PCs:

  1. Navigate to the START menu.

  2. Access your Devices and Printers settings.

  3. Locate your DYMO printer. Right-click the printer icon.

  4. Select Printer server properties.

  5. Create a new form with paper size 3.95 x 5.9

  6. Again, right-click the DYMO printer icon.

  7. Select Printing Preferences.

  8. Click the Advanced tab.

  9. From the Paper Size menu, select the new paper you created.

Installation Troubleshooting

If you have a DYMO Labelwriter, you will need to install the appropriate printer drivers before using it with ShippingEasy. A driver installation window should open when you first connect the printer to your computer. Follow the on-screen instructions to install the printer driver.

If you have installed the Dymo printer driver, but cannot print from ShippingEasy, try printing directly from your computer.

Windows PC:

  1. Unplug the USB cable from your printer.

  2. Depending on your version of Windows, open the Start menu and select: Devices and Printers, Printers, or Printers and Faxes.

  3. A DYMO label writer icon should appear on your screen. Right-click this icon and select Delete or Remove Device. Then click OK or Yes to delete the driver.

  4. Reconnect the USB cable to your printer. A driver installation window should automatically open.

  5. Follow the instructions on-screen as your computer reinstalls the printer.

Mac:

  1. Unplug the USB cable from your printer.

  2. Open the Apple menu on your computer and select System Preferences.

  3. From System Preferences, select Printers & Scanners.

  4. In Printers & Scanners, locate and select your Dymo printer on the left side, and click the minus - button below to remove it from the list.

  5. Reconnect the USB cable to your printer. Click the plus + button at the bottom of the Printers list to select and re-setup your printer.

  6. Your printer should be automatically re-added to your Printers list.

Once the drivers are installed, try printing again from your computer. If you are still unable to print, we would recommend reaching out to Dymo support, or your computer manufacturer for further support.

ZEBRA

Zebra printers are supported by Windows PCs. Using a Zebra printer on a Mac is not recommended.

Guide for Zebra

This guide covers the most common Zebra printing issues.

Contact Zebra support for the best advice when handling their product.

Print Quality Problems

If you notice your labels look small or blurry on your Zebra Printer, check the following common causes.

  • Dirty printhead - Cleaning the printhead after each roll of labels will help to extend the life of the printer. A clean printhead will also provide the best print quality. Learn how to clean the Zebra printer.

  • Labels - The types of labels that you use can determine the print quality. We recommend using Zebra brand-specific labels.

  • Outdated driver - Please contact Zebra support to get the latest driver for your hardware.

  • Speed - As a note, slower speeds are recommended when the print quality needs to be improved

Calibrate your printer:

There may be times when it is necessary to recalibrate your Zebra printer in order to solve issues such as margin setting and offset not working, as well as an improper label or image alignment. The printer needs to be calibrated for the label stock currently loaded. Click on your printer type to learn more.

Labels printing horizontally - Windows

Make sure that the paper settings are correct. Zebra printers have printing preferences in two places on Windows. Learn more about Zebra printer configurations here.

  1. Printer Preferences

  2. Printer Properties

Labels may also print horizontally if you ticked the box next to "Install ConnectEasy as a Windows Service" during the initial setup. If this is the case, you may need to reinstall ConnectEasy with the corrected setting.

  • Re-install ConnectEasy. Learn how to install ConnectEasy and pay special attention to step 11. Under "Install as a Service", make sure the box is unchecked.

    Most users should not install ConnectEasy as a Windows Service. If you are running server operating systems or computers where multiple people can be logged in simultaneously, consult with your system admin to find the best solution.

Mac Printing Issues

If your labels are printing small via ConnectEasy, use our guide to set paper size defaults in ConnectEasy.

As Zebra does not have a driver for Macs, you may need to install a CUPS driver. Learn how to install a CUPS driver for Zebra's on a Mac.

CUPS is owned by Apple for Mac and Unix-like systems. It uses an IPP protocol (Internet Protocol Printing) for printing. It allows network printing browsing and PPD (PostScript Printer Description) printing options to support server-based printing.

CUPS contains a list of printer drivers and various ports and serial connections that match those drivers. This takes the guesswork out of questions such as "do I need to use a certain port?" or "what driver do I need?" It also makes it easier for manufacturers, allowing them and printer-driver developers to create drivers without as much guesswork.

ROLLO

As of March 2020, the latest version of Rollo software supports Mac OS X 10.9 or newer and Windows.

Guide for Rollo

This guide covers the most common Rollo printing issues.

Contact Rollo support for the best advice when handing their product.

Label is Not Printing

Windows:

If your Rollo printer is showing a green light but no label advances when you click to print, it is likely that the Rollo is connected to a new USB Port. When the USB port is changed, Windows will register the Rollo as a "new" printer so that you can run multiple Rollo printers from the same computer, each with different label types and settings.

That means printing to the old printer keeps it in the print queue.

  1. To fix, open your Control Panel & Printers and Devices and note which Rollo Printer is "active".

  2. Then, be sure to print to the same active printer name when printing.

  3. If that does not work, unplug and re-plug Rollo into the same USB port as before. This should restore your printing without further changes.

Mac:

Are you using Rollo Labels? Rollo allows labels to be purchased from anywhere, offering customers more flexibility and freedom.

However, Rollo does require customers to purchase the label holder used in conjunction with their printer if they want to use roll labels. This holder sits behind the printer and helps feed the labels through.

Are you using a USB to connect the printer to your MAC?

  1. First, unplug the Rollo's USB cable from your MAC, then turn off the printer, and unplug it.

  2. Second, on the printer page in the Mac, hover your mouse over the box (where you would normally see the printers) and hold the Command key + right-click. A prompt should show up to reset the printing system.

  3. Download the updated MAC driver.

  4. Plugin the Rollo printer (you must use the same power adapter that came in with the printer package) into a wall socket (do not use any extension cords as it must be plugged in directly to the wall).

Turn on the machine and follow these steps.

  1. Perform the automatic label identification by pressing and holding the top circular button on top of your printer, waiting for one beep, and then letting go.

  2. The labels will move back and forth and you will get a green light. Then afterward press and hold the circular button and wait for 2 beeps that should print a self-test.

  3. Connect the USB cable directly to your MAC.

Label Font is Small

The font on a 4x6 label may appear small due to the paper settings.

  1. Right-click on the Rollo printer icon to view printing preferences.

  2. In Layout, click Advanced to set the label size.

  3. Set the paper size to 100mm x 150mm to achieve standard font sizes for a 4x6 Rollo-printed label.

Label Keeps Reprinting

If you are attempting to print a label, but your Rollo printers keep re-printing an old label, it is likely because Rollo has not learned your label's properties.

To update the properties turn Rollo off and turn it back on to clear any pending print jobs.

  1. Make sure you have a label loaded for Rollo to print, followed by several other labels.

  2. Press and hold the top-circular button until you hear one beep, then let go. This starts the automatic label identification. You should see your label moving back and forth and stopping at the correct tear-off point.

  3. When you see a green light, try to print. This should result in the correct printed label.

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