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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

Learn how to resolve label printing fails on a 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™

Issue

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

Cause

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

Resolution

Try these steps in order to resolve your poor print quality or no print issues:
  1. Ensure that the label printer is not set as the default printer:
    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.
  2. Tear off any excess labels that are hanging out of the printer​.
  3. Reset the printer.
  4. Take the labels out and reload them.
If the issue is still not resolved, contact software support.

UPDATED: December 08, 2021