Label printing fails on 1E03, J645, 1E23, 1E26, J693, or J696 label printer used with SendSuite Tracking, SendSuite Live, SendSuite Arrival, SendSuite Xpress, or Ascent

Products affected: 1E03, J645, 1E23, 1E26, J693, J696, SendSuite® Live, SendSuite® Tracking, SendSuite® Arrival®, SendSuite® Xpress, Ascent™


A label will not print. There is no error message and no fault light.



The label printer may be set as the default printer, or a label may be hanging out of the printer causing the present sensor to be on.


  1. Select Windows Start > Control Panel > Printers and Faxes.
  2. Confirm that the label printer is not set as the default​ printer. If it is, right-click on a different printer and select Set as default printer.
  3. Tear off any excess labels that are hanging out of the printer​.
  4. Reset the printer.
  5. Take the labels out and reload them.
If the issue is still not resolved, contact software support.

UPDATED: February 22, 2021