Table of contents
- Can't connect to printer/printer is unresponsive
- "Something went wrong" message when trying to print
- Print Package Label option is not displayed
- Print Package Label and Print Barcode options are greyed out
- 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
In order for your computer and printer to communicate, they must both be connected to the same network. We can verify whether both devices are connected to the same network by comparing their IP addresses
To 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.
Note the IP address printed on the "Network Configuration" label.
In this example, our printer's IP address is 10.47.6.145 (ignore any leading zeros on the Network Configuration label). In order to connect this printer to a computer, the computer must be connected to an IP address with the same first 3 sets of numbers, or 10.47.6. The last set of numbers is unique each device.
To check your computer's IP address, click here. Or, to look up manually:
Mac: Go to System Preferences > Network. Whether your computer is connected to the network via Wi-Fi or a wired connection, this screen will show your computer's current IP address. In this case, the IP address is 10.47.6.136, which means our printer and computer are connected to the same network.
Windows 10: Go to Settings > Network & Internet.
Select Wi-Fi or Ethernet, depending on how your computer is connected to the network. In this case, we're using a laptop connected via Wi-Fi. Select Hardware properties.
Your computer's IP address will be shown here as IPv4 address. In this case, our laptop's IP address is 10.47.108.156, which unfortunately does not correspond to our printer's IP address of 10.47.6.145. 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. Consult your network administrator or an IT professional to determine how to get your printer and computer connected to the same IP address.
To add the IP address manually and complete the setup, 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.
Note: leave out any leading zeros shown on the configuration report. In this case our configuration label shows 010.047.006.145; enter 10.47.6.145. No entry is required in the Printer Port field for most network setups. Click the green check mark to complete the setup.
"Something went wrong" message when trying to print
This usually indicates a connection problem. Refer to the troubleshooting steps above.
In rare cases, this may also be due to beta testing. If you are a beta tester and are using beta.greenbits.com, temporarily change your URL to secure.greenbits.com in order to print labels.
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 must include the product weight. In the case of a weight-based item such as bulk flower, the weight being sold isn't specified until the time of purchase, and therefore these labels can only be printed from the point of sale or from a Weigh Station.
- The product is not marijuana. Package labels are not applicable to/not required for non-marijuana items, and so the option to print a package label is not shown. If you believe this is an error, check the item'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.
The Print Barcode option is available for all products regardless of unit of measure or type.
Print Package Label and Print Barcode options are greyed out
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. Your printer uses thermal technology and a particular type of label/paper that turns black when exposed to heat. This method of printing uses no ink, but requires 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.
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 a sequence of four flashes (indicator light will flash once, pause, then twice, pause, then three times, pause, then four times, and release the button)
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, blank labels between each printed label, etc.
Deleting these templates can resolve a wide variety of issues. If you've had no luck with any of the above steps, try this:
- Ensure that your printer and computer are on the same network
- Enter your printer's IP address into the web address/URL bar in your browser, and press enter on your keyboard
- A Zebra configuration page will display. Select Directory Listing
- Attempt to 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.