Register label printer troubleshooting

Use this guide to troubleshoot and resolve problems you may experience with your Register label printer.

Separate guides are also available for Back Office label printer troubleshooting and Weigh Station troubleshooting.

Review Set up your network for reliable Register operations and make sure your network setup meets the recommendations.

Before troubleshooting, check your label printing settings in Back Office to make sure Print package labels at the register is enabled. Depending on your state, you may also need to enable patient labels and date labels.

Also, note that Greenbits only prints package labels at the Register for weight-based ("deli-style") flower sales. You can print labels for unit-based flower (pre-packs and pre-rolls) from the Back Office. 

• Not printing labels
  • Troubleshoot the physical connections
  • Troubleshoot the iPad
    • Wired (Ethernet) Connection
    • Wireless (Wi-Fi) Connection
    • Confirm your iPad and printer are on the same network
    • Connect the printer in the Register app settings
  • Alignment and sizing issues
  • Frequent disconnections
    • Set your printer to a static IP address
    • Turn on Ask to Join Networks
  • Labels have random, illegible text
  • Labels are blank, discolored, or have gaps
  • Labels print with incorrect or missing information
  • Status lights
    • ZD410
    • GX420d
  • Printer reset

 

Not printing labels

1. Check the light(s) on your printer to make sure it's ready to print labels:
   
   • Zebra ZD410: The status  and network  lights should be steady green:
     
     If the network light  is off or red, troubleshoot the physical connections.
   • Zebra GX420d: The status light should be steady green.
   • Otherwise, see status lights.
2. Perform a test print:
   • Zebra ZD410: Press and hold the feed and cancel buttons for 2 seconds:
     
   • Zebra GX420d: Press and hold the feed button until the green light flashes once, then release.
3. A Network Configuration label prints. Note the IP ADDRESS.
   

• If the IP address is all zeros, troubleshoot the physical connections.
• If the IP address starts with 010 or 192, troubleshoot the iPad.
• If the IP address starts with any other numbers, reset the printer.

 

Troubleshoot the physical connections

1. Make sure the Ethernet cable is securely connected to the port on the back of the printer.
2. Make sure the Ethernet cable is also securely connected to your network switch, or a LAN port or numbered port on your router.
   
3. Check the full length of the Ethernet cable for signs of wear or damage, or try using a different cable.
4. Reboot the printer and try test printing again. If the IP address is once again all zeros, reset the printer.

 

Troubleshoot the iPad

Determine what type of connection your iPad uses.

• If you have a Star mC-Print3 receipt printer, or if your Register is connected to your network via Ethernet as pictured below, you have a wired Ethernet connection.
  
  
• If you have neither of the above, you have a Wi-Fi connection.

 

Wired Ethernet Connection

1. From your iPad's home screen, select Settings.
2. Confirm that Wi-Fi is turned off.
3. Select Ethernet.
4. Tap Apple USB Ethernet Adapter or mC-Print3
5. Note the IP Address.
   
6. Confirm your iPad and printer are on the same network.

 

Wi-Fi Connection

1. From your iPad's home screen, select Settings.
2. Select Wi-Fi. Confirm that the iPad is connected to the correct Wi-Fi network for your store and not, for example, a neighboring business's Wi-Fi network or a public network.
3. Tap the info icon next to your Wi-Fi network's name.
   
4. Make sure Auto-Join is turned on, and note the IP Address.
   
5. Confirm your iPad and printer are on the same network.

 

Confirm your iPad and printer are on the same network

If your iPad and label printer are not on the same network, the Register app can't print labels when you make a sale.

To confirm whether your iPad and label printer are on the same network, compare the first three sets of numbers in the IP addresses. The last set of numbers should be different for each device.

• In this example, the printer's IP address is 10.1.12.82 (ignore any leading zeros), and the iPad's IP address is 10.1.12.225, which means they are on the same network. Connect the printer in the Register app settings.
• In this example, the printer's IP address is 10.1.12.82, and the iPad's IP address is 10.1.20.63, which means they are not on the same network.

If your printer and iPad are not on the same network, switch to the correct network in the iPad Settings, or reset your iPad's network settings.

Resetting network settings deletes all remembered Wi-Fi networks and passwords, cellular settings, and VPN and APN settings that you've used before, so be sure you know your passwords before proceeding:

1. From the iPad Settings, tap General > Reset > Reset Network Settings. The iPad restarts.
2. After the restart, tap Settings > Wi-Fi, select the appropriate Wi-Fi network from the list, and re-enter the password.
3. Check the iPad's IP address again.
   • If the iPad and printer are still not on the same network, reboot your router and/or network switch (this will temporarily disrupt your connection to the internet and any other printers on your network), or contact an IT professional for further assistance.
   • If the iPad and printer are now connected to the same network, connect the printer in the Register app settings.

 

Connect the printer in the Register app settings 

1. Sign into the Register app.
2. Tap the menu icon.
3. Select Settings.
4. Select Label Printer.
   
5. If you have more than one label printer connected to your network, you will see all of them listed here, with their IP addresses on the right. The selected printer has a check mark next to it.
   
6. Select Test Print to confirm the connection. If no printers appear in the Label Printer Setup menu, try force-quitting Greenbits and then check this menu again.

 

 

Alignment and sizing issues

Recalibrate your printer if labels are misaligned or not printing in the correct size or orientation. This is often required after changing label rolls, especially when switching between different label sizes.

 

Frequent disconnections

If your Register frequently loses connection with your label printer, try each of the following:

 

Set your printer to a static IP address

Greenbits recommends setting your label printer to a static IP address during the initial setup process. This prevents your router from reassigning a different IP address to your label printer after it reboots or loses power, and helps maintain a stable connection with the Register app. Learn how to set your label printer to a static IP address.

 

Turn on Ask to Join Networks

By default, your iPad will automatically change Wi-Fi networks if it detects a stronger signal that isn't password-protected, such as from a neighboring business, a public Wi-Fi network, or even a nearby Wi-Fi hotspot such as a customer's smartphone.

If your iPad changes to another Wi-Fi network, it loses connection with your printers. Prevent this by turning on Ask to Join Networks:

1. Go to Settings > WiFi.
2. Tap the Ask to Join Networks toggle.

 

Labels have random, illegible text

If you get a label with random, illegible text instead of the expected product or patient information, reset your label templates.

 

Labels are blank, discolored, or have gaps

If you're getting blank labels:

1. 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):
   
2. 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.
3. If labels are still blank, reset your label templates.

If labels are blackened or discolored, the label roll may have been exposed to excessive heat.

1. Change to a new roll. 
2. Make sure label rolls are stored in a cool, dry location.
3. Make sure the printer is located away from heat sources.
   • On ZD410 printers, 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.

If there are gaps or white lines on your labels:

1. Turn the printer off and allow it to cool for several minutes.
2. Carefully clean the thermal print head with isopropyl alcohol and a cotton swab or soft cloth.
   
3. Wait for the alcohol to dry completely before turning the printer back on.

 

Labels print with incorrect or missing information

If Greenbits has informed you of an update to your state's labels, but the update is not reflected when you print labels, reset your label templates.

Otherwise, see what to do if your labels are missing information.

 

Status lights

If you're unable to resolve any of the issues outlined below, contact Zebra Support.

ZD410

GX420d

1. Printer is off/not receiving power.
2. Printer is on and in an idle state. No action necessary.
3. Printer requires service. Contact Zebra Support.
4. Printer is receiving data.
5. Printer is out of labels, or the top is not closed. Load labels and/or securely close the top, then press the feed button to resume normal operation.
6. Printer is paused. Press the feed button to resume normal operation.
7. Printhead is over temperature. Printing will stop until the printhead cools to an acceptable printing temperature. When it does, the printer will resume operation.
8. Memory error. Contact Zebra Support.
9. Printhead or motor has had a critical failure. Contact Zebra Support.
10. Printer is defragmenting memory. Do not turn off the printer. Allow it to finish defragmenting.

 

Printer reset

To reset your printer to factory defaults:

ZD410: Using a paperclip, press and hold the reset button on the bottom of the printer for 1-5 seconds:

GX420d: Press and hold the feed button on the top of the printer until you see a four light flashes in a row.