Zipline Label Printers - Technical Support

What do we do if we experience a printing challenge?

If at all your experience a printing error - either on the tablet device, or the printer itself, our team will be here to guide you through any technical support required to be back up and running!

Please contact support@zipline.app with your query and the team will respond as soon as possible.

Some important notes:

In your email, please include:
- The Device ID (found on the back of your tablet device)
- A description (or even better, photo/video) of the error (is it appearing on the tablet or printer, what does it say?)

- All troubleshooting you performed on the problem

Techniques you may choose to try before contacting our support team:

Ensure the date and time settings are correct
Ensure your Label Roll is inserted correctly
Restart the device
Restart the printer

Here are some of the most common Printer Challenges we hear from facilities and how to fix them:

Problem	Solution
Device Not Printing(with error on the tablet saying Printomg Error)	Check that the printer is powered on (there should be a green light indicating this) and plugged into a power outlet that is on. Check that the label roll cover is properly closed. For Thermal Pro: Check that the USB cable has been connected securely from the printer to the stand. Reconnect if needed, and try both USB ports on the stand as only one of those is working. Check that badge printing is turned on for the location and visitor type you are printing for. Turn on if needed. Check the printer display for any errors (e.g. no labels remaining, paper jam, wrong roll type, etc).
Wrong Roll Type Error	While the printer is on and displaying this error, remove the label roll. Turn off the printer by holding the power button for 2 seconds. Remove the label roll. Turn the printer back on. Insert the label roll. Click the trim button on the printer.
Wrong paper size error	Ensure that the roll type in the printer is the correct size (You must use Brother DK 22205 62mm wide x 30.4m black on white labels. These are the only labels we support). 2. Re-insert the paper roll. 3. Restart the printer. 4. Click the Trim button. If the above doesn't work, can you give the below a try... 1. Press the [Menu] button on the printer. 2. Use the [▲] and [▼] buttons to select Template Settings > Template Mode > Off in the settings menu. Press [OK]. 3. Restart the printer. 4. Click the Trim button.
The printer is turning itself off.	Press the [Menu] button. Select [Settings] using the [▲] and [▼] buttons, and then press the [OK] button. Select [Auto Power Off] using the [▲] and [▼] buttons, and then press the [OK] button. Select [Adapter] using the [▲] and [▼] buttons, and then press the [OK] button. Select [Off] using the [▲] and [▼] buttons, and then press the [OK] button. Also, set this to [Off] for [Li-ion battery], following the steps above. Make sure the power source is uninterrupted.
Zipline device says unable to print (reprint)	This means the device isn’t actually connected. Check the printer's screen for any error. A working printer should display the date and time on the screen. Restart the printer. Reconnect to Bluetooth (if Samsung tablet). Try other USB port on Thermal Pro.
System 5 Error Code	Switch off printer and unplug the power and USB cable. Unmount printer if it’s attached to the stand. Unscrew black metal plate attached to printer. Unscrew white plastic cover of printer. Check if Bluetooth/WiFi chip is secure. Replace white plastic cover and black metal plate. Plug all cables back in and power on the printer.
Printer cutting error	Turn off the machine. Open the top cover and remove the printer roll. Examine the compartment where the tape exits the machine. Remove any piece of label or other objects that may jam the cutter. If you're able to, blow into the area to dislodge any dust/fine pieces that may be trapped. Reinstall the printer roll back into the machine and close the cover. Turn on the printer. Press the Feed/Cut button, the machine should feed and cut off a one-inch blank label.