Zebra label printer troubleshooting

Learn how to solve issues you may experience with your Zebra label printer.

General troubleshooting
Not printing labels
Labels are cut off, misaligned, or the wrong scale or orientation
Blank labels
Blackened or discolored labelss
Gaps or white lines on labels
Status lights
Printer reset
Download instead

General troubleshooting

Confirm the printer is powered on and the status light is steady green.
Disconnect the label printer from the power source for 30 seconds before reconnecting.
Check the USB cable connecting the label printer to the register. Ensure the cable is fully connected to the label printer and inspect the cable for any signs of damage.

If you have a Dutchie Register Terminal (Elo device), try rebooting it:

Sign out of the application.
Press and hold the power button on the back of the monitor until the Power Options Menu appears.
Select Reboot.
Wait until the device completes the reboot process and returns to the sign-in screen.

Not printing labels

Check the light(s) on your printer to make sure it's ready to print labels. The status light should be steady green and no other lights should be on.
Perform a test print by pressing and holding the feed and cancel buttons for 2 seconds.
Hold the feed button for 3 seconds to confirm the paper feeder is functioning.

Labels are cut off, misaligned, or the wrong scale or orientation

For label alignment and sizing issues:

Disconnect and reconnect the printer's USB cable.
Press and hold the Pause and Cancel buttons for 3 seconds, then release.

The printer feeds out several blank labels and recalibrates itself to the loaded label size and type. This is often required after changing label rolls, especially when switching between different label sizes. Calibration is complete when the labels stop feeding.
Try printing the label again. If the issue persists, adjust the label's size and position settings in the Backoffice.
If the issue persists only for some products but not for others, or only for medical or recreational sales, check the label template assignments for the affected product category. Go to Products > Configure > Categories, select the affected category, and scroll to the Label assignments section. Note that category-specific label templates are an optional feature that may not apply to your location.

Blank labels

Make sure the label roll is loaded correctly, with labels face-up and the lead of the roll tucked under the plastic guides (ZD410 shown):

Next, make sure you're using thermal labels.

You can check this by scratching a label with the edge of a coin or another metal object. This should leave a light gray mark on the label.

If there's no mark, replace the roll with thermal labels.

Blackened or discolored labelss

The label roll may have been exposed to excessive heat. Change to a new roll, and sure label rolls are stored in a cool, dry location. Make sure the printer is located away from heat sources.

A steady yellow or orange status light or flashing red status and pause lights indicate the printer is overheating. Turn off the printer immediately and allow it to cool.

Gaps or white lines on labels

Turn the printer off and allow it to cool for several minutes.

Carefully clean the thermal print head with isopropyl alcohol and a cotton swab or soft cloth.

Wait for the alcohol to dry completely before turning the printer back on.

Labels printing to wrong printer

If you're printing labels from the Backoffice, go to Settings > Account > Select label printer and choose which printer you want to use.

bo_settings_account_select label printer.png

If you're printing labels from a Register, in the Backoffice go to Settings > Devices > select a Register > Label printer and choose which printer you want to use.

bo_settings_devices_register_label printer dropdown.png

This will be the default label printer for that Register, however this default can be overridden in the Register settings.

Status lights

If you cannot resolve any of the issues outlined below, contact Zebra Support.

Printer reset

To reset your printer to factory defaults, use a paperclip to press and hold the reset button on the bottom of the printer for 1-5 seconds:

Download instead

As a temporary workaround when a label printer fails to print labels at the Register, choose Download instead when completing a transaction:

This downloads a PDF copy of the transaction's labels and receipt, which you can then print from a standard office printer and affix to packaging as needed.