- Can't connect to printer/printer is unresponsive
- "Something went wrong" message when trying to print
- Print Package Label option is not displayed
- Labels print, but with incorrect information
- Blank labels, streaks on labels, and alignment issues
- Warning lights
- Printer reset
- Delete templates
Can't connect to printer/printer is unresponsive
Verify that your computer and label printer are on the same network
In order for your computer and label printer to communicate, they must both be connected to the same network. Verify that both devices are connected to the same network by comparing their IP addresses.
- Find the IP address of your printer:
- Zebra LP 2824: Press and hold the blue-green button for 2-3 seconds until the green light flashes once, then release. The configuration report will now print.
- Zebra ZD410: Press and hold the Feed (paper roll) and Cancel (x) buttons for 2 seconds. As soon as the configuration report begins to print, release the buttons.
- Zebra GX420d: Press and hold the feed button for 2-3 seconds until the green light flashes once, then release. The configuration report will now print.
- Make note of the first three sets of numbers of the IP address. Ignore the leading zeros in the IP address.
3. Check your computer's IP address by clicking here, or look it up in your computer's settings:
- Mac: Go to System Preferences > Network and look for the IP address.
- Windows 10: Go to Settings > Network & Internet. Select Wi-Fi or Ethernet, depending on how your computer is connected to the network. Select Hardware properties and look for the IPv4 address.
Note: The last set of numbers in the IP address will be different for each device on the network, so they do not need to match. For example, our printer's IP address as shown above is 10.47.6.145. If the computer's IP address also starts with 10.47.6, that means they're both on the same network.
What to do if your label printer and computer do not have the same IP address
This may be due to the computer being connected to the wrong Wi-Fi network, or an issue with your network's firewall settings or other network hardware settings.
- To add the IP address so it matches, log in to Back Office and go to Settings > Label Printer.
- Enter the IP address from your Network Configuration label in the Printer IP Address field.
- Do not enter any leading zeros shown on the configuration report and do not enter anything into the Printer Port field. Select the check mark to complete the setup.
"Something went wrong" message when trying to print
This usually indicates a connection problem. Refer to the Can't connect to printer/printer is unresponsive section for help.
Print Package Label option is not displayed
When printing labels from Back Office, if you see the Print Barcode option but not the Print Package Label option, this indicates:
- The product is weight-based. Package labels for weight-based products can only be printed from the point of sale or from a Weigh Station.
- The product is not cannabis. Package label printing is only available for cannabis products. If you believe this is an error, check the product's Product Type to ensure it is set to Is Marijuana = Yes.
- The product is not flower-based. Package label printing is only available for items assigned to a Product Type where the Transaction Limit Type is set to Flower.
Labels print, but with incorrect information
Blank labels, streaks on labels, and alignment issues
If labels are coming out blank, confirm that the label roll is loaded properly (labels should be face-up) and that the labels you're using are thermal labels. An easy way to check if your labels are thermal is to scratch the label with the edge of a coin. On thermal labels, this will leave a faint gray mark. If scratching the label doesn't leave a mark, the labels are not thermal.
Streaks or unusually light areas on the label typically indicate that your print head needs to be cleaned. For cleaning instructions, consult the following manuals:
If your labels are misaligned or cutting off information along the edge, recalibrate your printer.
Consult the following manuals for model-specific warning light information and how to resolve your particular scenario:
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:
LP 2824 and GX420d: Press and hold the feed button on the top of the printer until you see four flashes in a row.
Green Bits automatically uploads your state's appropriate label templates to your printer's internal memory. In some cases, old or corrupt label templates may result in unusual printer behavior such as blank labels, labels with random characters, or blank labels between each printed label.
Deleting the templates:
- Ensure that your printer and computer are on the same network.
- Enter your printer's IP address into your browser (for example, Safari or Chrome), and press Enter.
- A Zebra configuration page will display. Select Directory Listing.
- Delete all listed files. If there is no delete option, or an error message comes up when you try to delete, ignore that file and continue to the next. Enter password 1234 to confirm deletion.
- Once you've deleted all files that you're able to delete, close the browser window, turn the printer off, then turn the printer back on, and retry printing.