General tips for dealing with printer problems
Whenever problems occur concerning your document or label printer, first follow these steps:
- Check if your printer firmware is up to date.
- Check if your app version is up to date.
- Check if your iOS version is up to date.
- In the printer settings of the app, check if your devices are correctly registered. If not, register them again.
- Check in the iOS settings whether your Pickware app(s) has/have access to the local network.
- Check whether your printer uses IPPS. The Pickware printer connection only supports IPP and not IPPS. For more information on IPPS and how to disable it, see your printer's user manual.
In the following section you will find some known problems and their solutions. If the problem is still present after following these steps, send us a bug report from within the app and then contact us via our support page so we can help you troubleshoot the problem.
Known problems and solutions
The printer cannot be connected although it is found via the printer search
In this case, the resolution of the host name does not seem to work. The printer must then be connected manually by entering the IP address and, if necessary, the port. If you do not know the IP or port of your printer, you can usually find it in the operating instructions.
The shipping labels are printed too large, too small or cut off at the sides
First check that the correct paper size has been selected. If you are unsure of the correct size, check with a ruler or folding rule. Also check that the scaling options are set correctly. They should be set to Automatic or Fit to page (the exact name varies depending on the printer model). It can also be helpful to select the format Scaled Label (PDF) in the settings under Document Format. If this option is not available in the app, consult the operating instructions for your printer. It may be possible to set the format on the printer itself.
If the labels are still not printed correctly, try calibrating the printer manually to the paper size. Click here for more information.
The printout contains only hieroglyphics
Selecting a different document format can solve this problem. For example, select PDF (if available) and try again. If this option is not available in the app, consult the user manual of your printer. You may be able to set the format on the printer itself.
The labels printed with the Zebra printer are blurred
The paper size in the app must match the paper size of the label. If the printer is connected via ZPL, you can enter the exact dimensions in mm in the app. If your printer is connected via IPP, select a document size that matches the label size as closely as possible. With DHL, for example, you can specify the paper size in the business customer portal.
The printer prints very slowly
This problem can occur especially with Brother printers. In this case, select the document format URF, if available.