If you print from your computer with Lightspeed Hub, your printer's status will also update in Lightspeed Hub and on the Devices page in Retail POS.

Troubleshooting Zebra printer issues

Try these steps if your Zebra printer isn't working to rule out the common causes of printer problems.

1. Confirm that you're using one of our supported Zebra printer models. Lightspeed supports the Zebra ZD421, Zebra ZD420, Zebra ZD411, and Zebra ZD410. Unsupported models may work, but updates to Retail POS, Lightspeed Hub, or your operating system can cause connection issues. You can purchase a supported printer from the Lightspeed Hardware Store.
2. Make sure your device's operating system is up-to-date.
3. Make sure Lightspeed Hub is connected to Retail POS.
4. Reset the printer.
5. Try re-installing your print driver to rule out possible driver issues.
6. Make sure that you're using the power supply that came with the printer to avoid print quality issues.

Resetting your printer

If you're still unable to fix your label printer’s issue, you can reset your printer back to its default factory setting:

1. Press the Power button to turn off your printer.
2. Press and hold the Pause and Feed buttons while also pressing the Power button to turn on your printer.
3. Hold the Pause and Feed buttons until the status indicator is the only indicator lit.

Re-installing the printer and driver

If you've ruled out other possible causes of your printer problems, then the printer software might be to blame. Re-install your printer's and driver to remove possible software problems.

• Mac driver re-installation

  To re-install the your printer and driver on Mac:

  1. Click the Apple icon > System Settings...
  2. Next click Printers & Scanners.
  3. Click your device.
  4. Remove Printer... > Remove Printer again to confirm.
  5. Re-connect your Label printer with Lightspeed Hub.

• iPad driver re-installation

  To re-install your printer and driver on iPad:

  1. Tap Settings.
  2. Tap Hardware.
  3. Select the printer.
  4. Scroll down and tap Remove printer.
  5. Re-connect your Label printer with Lightspeed Hub.

• Windows driver re-installation

  To re-install your printer and driver on Windows desktop:

  1. Click Start > Settings.
  2. Click Devices > Printers & Scanners.
  3. Click the printer > Remove Device > Yes.
  4. Close Settings.
  5. Re-connect your Label printer with Lightspeed Hub.

What do the label printer status lights mean?

Zebra printers use yellow and red lights to tell you when there may be an error. A red light sometimes means there's an error. Reference your printer's manual for full details. You may need to:

• Refill the paper. Make sure you’re using the right label type, and that the sensor is aligned and clean.
• Make sure the printer cover is completely closed. Push the front top corners of the cover until the latches snap shut.
• Troubleshoot the connection between your printer and device. The network status light blinks red as the printer connects to the network. A solid red light means the connection failed.

How do I cancel a print job?

To cancel print jobs for the ZD410 and ZD411 printers:

• To cancel printing the next format (for example, labels) in the print queue, press the cancel button once.
• To cancel printing all pending print jobs, press and hold the cancel button for two seconds.

For ZD420 and ZD421 printers, the cancel option is only active when the printer is paused. First, press the pause button, then:

• To cancel printing the next format (for example, labels) in the print queue, press the cancel button once.
• To cancel printing all pending print jobs, press and hold the cancel button for two seconds.

Label is blurry, too light, or missing details

Incorrect speed or density settings can cause missing or merged details on the label. To confirm you're using the right speed and density settings for the labels you're printing:

• Follow Zebra's support documentation for your device to run a Print Quality Report. This will print several labels at different speeds and density settings to help you find the optimal settings.
• Adjust the print quality accordingly.

Printer is printing blank labels, or skipping labels

Blank labels or missing prints are usually caused by issues with the print medium or printer sensor.

1. Confirm that you're using the right type of paper for your printer. Zebra provides a guide to identifying media types.
2. If the paper type is right, confirm that the paper is loaded correctly.
3. Confirm that the sensor is cleaned and aligned.
4. Check that the printer has been calibrated to recognize your labels.

Label is distorted, not lined up, or cut off

Misaligned or cut-off labels are usually caused by issues with the print medium or the printer's sensor.

1. Ensure that the paper has been loaded so the printable surface faces up to the printhead.
2. Confirm that the label is aligned correctly by removing and reinserting the label roll.
3. Make sure the sensor is clean and in the right place for your paper.
4. Confirm that you are using official Zebra labels with supported dimensions:
   • Normal: 2.25 in. x 1.25 in.
   • Small: 1.25 in. x 1.00 in.
   • Alternative: 2.00 in. x 1.00 in.
   • Jewelry: 2.20 in. x 0.50 in.

   Labels can be purchased from the Lightspeed Hardware Store.

5. Check that the printer has been calibrated to recognize your labels.

Cleaning the printer

Blank labels, quality problems, distorted labels, or incorrect start positions can be due to dirty or damaged printer parts. If other troubleshooting hasn't resolved your issue, take a moment to clean the printer, paying special attention to the sensor.

• Remove the print paper from the printer.
• Inspect the print head, platen roller, and sensor for dust, adhesive residue, or debris.
• Clean any debris or adhesive. Follow the manufacturer-recommended cleaning steps for your device to avoid damage.

Fixing the Printer not connected error

If your printer is disconnected, you will see a “Printer not connect” error message in Retail POS.

To fix the "Printer not connect" error, make sure your printer is connected correctly and no connections are loose:

1. Check the power supply connection at the back of your label printer.

   

2. Check the connection between the power cord to the power supply and an electrical outlet.

   

   Plug the power cord directly into an electrical outlet. Using a power cord/bar could cause connection issues.

3. Ensure the USB cable or the LAN cable (depending on your printer model and connection type) are properly connected to the appropriate port at the back of your label printer.

   

4. If you’re using a USB cable, unplug and then plug the other end of the USB cable to your computer. Plug the printer USB cable directly into the USB port on your computer. Using a USB hub/extension could cause connection issues.

   

Your printer should now be connected and available to print labels.

If you're printing from your computer with Lightspeed Hub, the status of your printer will update from Disconnected to Connected in Lightspeed Hub and on the Devices page in Retail POS.

Resolving the Printer is open error

If the cover of your printer is open, you will see a “Printer is open” error message in Retail POS:

To fix the “Printer is open” error, make sure the cover of your printer is securely shut:

1. Open the cover fully.

   

2. Push the cover closed until both yellow latches snap shut.

   

If you're printing from your computer with Lightspeed Hub, the status of your printer will update from Cover open to Connected in Lightspeed Hub and on the Devices page in Retail POS. If the printer is registering as open when the latches are in place, it may be an issue with the printer's own sensors. Contact the manufacturer for further assistance.

Fixing the Out of paper error

If your printer is out of labels and the label roll needs to be changed, you will see an “Out of paper” error message in Retail POS:

To fix the “Out of paper” error, change the label roll in your printer:

1. Pull the yellow latches on both sides of the printer towards you and lift the printer's lid open.
2. Pull the yellow roll guides apart and insert the label roll with the labels facing upwards.
3. Release the roll guides and push them together. Make sure the label roll is secure and turning freely.

   

4. Pull the labels out past the cutter at the front of the printer.
5. Push the labels under the roll guides.

   

6. Flip the labels up and align the movable sensor to the center position.

   

7. Push the lid closed until both yellow latches snap shut.

If you're troubleshooting the Zebra ZD421 label printer, make sure the yellow roll guides for your labels are not squeezing your label roll too tightly or your labels will not feed properly and risk getting damaged when you print.

Your printer should now be connected and available to print labels.

If you're printing from your computer with Lightspeed Hub, the status of your printer will update from Out of paper to Connected in Lightspeed Hub and on the Devices page in Retail POS.

What's next?