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Why aren't labels printing correctly?

Updated
Audience Dispatcher, carrier, logistics provider
Task Troubleshooting
Application eCargo Premium

If you have installed and configured a label printer, but labels aren't printing correctly, try these troubleshooting steps.

Note: The following instructions have been written for the Zebra Label Printer GK420d - some steps may vary slightly for your printer model.

The Zebra GK420d is now discontinued. Replacement models include the ZD230 and ZD421.

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Upgrade to the latest software version

Make sure you are running the latest version of the eCargo for Windows application, which can be found here.

If label printing issues are still occurring after running the latest version:  

  • Try adjusting the Scale (%) value to adjust the label size for your printer
  • Select the Use Legacy Printing option to use the non-SSCC based label.

Advanced_printer_settings.png

 

Note: the following instructions have been written for the Zebra Label Printer GK420d - some steps may vary slightly for your printer model.

 

Blank label is printed

If a blank label is being printed try the following suggestions. Try to reprint after each option.

From the Print menu, 'Label' option:

  • Change the number of Copies. For example if 1 copy was selected change the value to 2 and print the label again, then change back to 1 and try again.

From within the 'Change Printer' option:

  • Check the Scale % value. Reset it back to 100% and try printing again. Large quantities of pallets printed at a high Scale value can cause printing issues, and very small scales may not be visible on the printed page.
  • Select the Legacy Printing option - note this option will print a standard pallet label but will not print an SSCC label.

Also try printing labels from the Web Dispatch application. Does this work?

The following instructions are specific to the Zebra GK420d label printer.

 

Error occurs when printing label

If any error occurs when printing the label, such as:

image__3_.png

or:

image__2_.png

Try the following:

  1. If the consignment status is showing Confirm dispatch but there is no vehicle assigned try assigning a vehicle, saving then re-printing the label.
  2. Check the quantities on the consignment(s) you are trying to print the labels for. To prevent data entry errors causing label wastage eCargo will not print more than 500 labels at a time for each consignment.

 

Label prints, but margins are wrong

The following instructions are specific to the Zebra GK420d label printer. For all other printer types follow the manufacturers instructions for a media calibration.

Standard media calibration

Try the Standard Media Calibration option, initiated by a two flash sequence:

1 - Have the printer powered on and the top covered

2 - Hold the Feed button

3 - Wait for the green status LED to flash twice, then let go of the Feed button

 

Adjust print width

If the labels are offset incorrectly and some information is cut off, try the following steps to correct the margins.

1 - Set the print width by doing a Print Width Adjustment (five flash sequence).

  • Have the printer powered on, with the top covered
  • Hold the Feed Button
  • Wait for the green status LED to flash five times, then let go of the Feed button

This prints a succession of boxes from the minimum to the maximum width, in 4mm increments. When the box has reached a maximum width you are happy with, press the Feed Button once.

This can still be overridden by the printer driver, so continue with the following steps:

2 - Change printer preferences

  • Find the label printer on your computer, and go to its printer preferences
  • Go to the Tools page and select the Send Command Action.
  • Enter the text ${^PW832~WC}$ and click the Send button.

printer_troubleshooting_01.png

  • Check the size settings in 'Options'

printer_troubleshooting_02.png

  • Check the settings when printing in eCargo. Change the paper size to whatever it is not currently (i.e. if it's blank, change it to 'User defined', and if it's 'User defined', change it to blank).

printer_troubleshooting_03.png

3 - Try printing a label again

4 - If the print is still incorrect, change the printer preferences again

  • Repeat step 2, but use the text ^PW832~WC

Manual media configuration

If the label is still not printing correctly after installation and configuration, try a Manual Media Configuration - a 7 flash sequence.

1 - Have the printer powered on and the top covered

2 - Hold the Feed button

3 - Wait for the green status LED to flash seven times, then let go of the Feed button. 

The printer will run extensive tests to detect and set media type and media length, and then it adjusts the media sensors for optimal performance with the installed media.

4 - Test printing the label again.

If the label is still not correct, do a Configuration Status Print (the same steps as above, but only waiting for one flash). This will print out details of the printer's configuration status, which can be compared to a printout from a working printer.

You might need to set up special configuration files and send them to the printer (see your printer manual for more information).

 

Flash sequences

If you're having other issues, you can try using the printer's flash sequences to change its settings or diagnose what's wrong.

You need to have the printer powered on, with the top covered. You can then hold the Feed button until the green status LED flashes the number of times you require.

You can see what the different numbers of flashes means in the table below.

 Flash sequence

Action

*

(1 flash)

Configuration Status - Prints a detailed printer configuration status label. The label can be used to verify printing, assist printer-to-computer communication configuration, maintenance, troubleshooting, and help us with customer care communications.

**

(2 flashes)

 

Standard Media Calibration - The printer detects and sets media type and media length, and adjusts the media sensors for optimal performance with the installed media. 1-4 labels will be printed.

Note: Users familiar with the Zebra EPL desktop printer use this Feed mode to replace power-up auto sensing calibration.

 

***

(3 flashes)

 

Serial Port Configuration - Applies only to printers with serial interface ports.

To reset the communication parameters, press and release the Feed button while the LED rapidly flashes amber and green.

For autobaud synchronization: Send the ^XA^XZ command sequence to the printer while the LED rapidly flashes amber and green. When the printer and host are synchronized, the LED changes to solid green. NOTE: No labels will print during autobaud synchronization.

 

****

(4 flashes)

Factory Defaults - Resets the printer to the default factory settings and modes. See the configuration label for a list of the primary settings affected by this Feed Mode option.

Other settings that are exclusively set, viewed and controlled by programming are also reset.

The printer then performs a standard media calibration.

 

*****

(5 flashes)

Print Width Adjustment - Prints a succession of boxes (in 4mm increments) starting at the minimum print width and ending in the printer’s maximum print width. Press the Feed button once when the printer has reached the desired maximum print width. Note that the printer driver and applications can override this setting.

 

******

(6 flashes)

Print Darkness (Density) Adjustment - Prints a succession of bar code simulation patterns, starting at the minimum darkness (print density/heat) and ending in the printer’s maximum darkness. This is done in increments of 4 using the ZPL darkness setting range values.

Press the Feed button once the pattern is clear and legible. Don't continue to increase the darkness setting after this as barcode line widths may become distorted. Note: the printer driver and applications can override this setting.

 

*******

(7 flashes)

Manual Media Calibration - The printer runs extensive tests to detect and set media type and media length, and then it adjusts the media sensors for optimal performance with the installed media.

Manual calibration is recommended when you are using pre-printed media or if the printer will not correctly auto-calibrate. A graphical profile of the media-sensing will print.

 

 

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