Tech Support

Frequently Asked Questions

Below is a list of commonly asked questions about label machines, supplies, and software. If you do not see your question in this list, please call 1-888-326-9244, or visit and fill out the Free Tech Support form.

 
General  |  DuraLabel PRO  |  DuraLabel PRO 300  |  DuraLabel 9000

Q: I want to make a "Chilled Water Return" pipe marker on 4" x 32" vinyl but can't make a label that size on Microsoft Word. Can you tell me how to create a pipe marker that's 32" long?

A: MS Word has a maximum page length of 22", so it's not your best choice for making the size pipe marker you need. Graphic Products has a program that lets you make pipe markers of virtually any length. DuraSuite Labeling Software comes loaded onto DuraLabel printers and includes a built-in pipe marking module, with names of virtually anything transported through a pipe. The software includes choices of flow-direction arrows, pipe marker sizes and configurations, fonts, and many other features that make it easy to create a pipe marker.

Q: My labels are coming out with the printing on the top of the label. I've centered the text both horizontally and vertically. It appears correct on the screen but when I go to print preview, the text goes to the top of the label.

A: If your display settings are not set at 100%, the program will not function correctly. A setting of 125%, for instance, will cause the Pipe Marking Module to print text that is shifted up. To change your display settings on Windows 7, right-click on your desktop and choose "Personalize," then click "Display" in the lower-left corner. For Windows XP, right-click on your desktop and choose "Properties," then click on the settings tab and choose "Advanced." Ensure your DPI is set to "Normal" (96 DPI).

Q: I am using DuraLabel High-Tack label supply, which has a very aggressive and sticky adhesive. The only problem I'm having with it is I'm cleaning the cutter more often. Do you have any suggestions?

A: If you print many labels on this supply, we recommend upgrading your cutter to one with a Teflon® blade. The upgraded blade doesn't need to be cleaned as often.

Q: When printing, the ribbon feeds out with the vinyl supply and gets cut off. It appears the front spool is no longer rotating so the ribbon is not being kept taut. How can we fix this?

A: Check "Drivers Printing Preferences" from the "Stock" tab, then select "Thermal Transfer" under "Media Settings." If the setting was accidentally set to Direct Thermal, the ribbon rewind motor will be turned off. If you correct this but still have the problem, please call Technical Support to troubleshoot.

Q: Our computer is being upgraded to Windows 64-bit. Do you have an upgrade?

A: Download a PDF guide that explains how to complete a 64-bit install.

Q: I just changed my ribbon from black to white. Now it doesn't print.

A: Try recalibrating your printer. Power down your printer, then hold down the feed button on top while turning the power back on. After the LED blinks red three times, release the feed button. The printer will begin to feed out supply as it calibrates. Now try printing again. If the problem persists, please call Technical Support.

Q: No one in our group knows how to create a vertical label. Do you have a user's manual that describes the types of labels we can print?

A: The best way to create a vertical label is to use DuraSuite Labeling Software's Pipe Marking module and use the "Portrait" stock orientation option. For more tips and tricks, check out our online training videos: http://www.duralabel.com/duralabel-videos/durasuite-videos.php

Q: When I try to print a label it prints a blank label.

A: If your ribbon was changed recently, check to see if it was loaded upside down. If this isn't the case, check if the print preview is blank. If it is, the template is corrupt; you can try to remake it. If neither of these problems describes your situation, the following issues may be to blame: you are using incompatible supplies; your darkness setting is not set high enough; or your driver is corrupt.

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Q: My DuraLabel PRO only prints a few labels in continuous mode, then stops and the light blinks amber/red.

A: The amber/red blinking light indicates you should turn your printer on and off, then try printing again. If your printer continues behaving in this manner, please call Technical Support.

Q: When attempting to install the DuraLabel PRO driver on Windows 7 x64, I receive the message, "Windows can't open, add printer. Operation could not be completed (error 0x000007e)."

A: Download a PDF that explains how to install your DuraLabel PRO driver on a Windows 64-bit system.

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Q. Our DuraLabel PRO 300 ribbon is wrinkling. I have to feed the ribbon forward between each printing to ensure it doesn't wrinkle or create skips. How can we resolve this?

A. Wrinkling is usually caused by wrong heat settings or ribbons being installed incorrectly. First, ensure you're using the correct heat (darkness) setting. If your ribbon is becoming too hot, decrease the darkness setting. If it's not heating enough, increase the darkness setting. If your ribbon continues to wrinkle, remove the ribbon windup core and load an empty core onto the spindle. In the unlikely event the problem continues to persist, you may have a bad ink ribbon and will need to replace it. Be sure you're using the right ribbon, of course. You will almost always get bad quality printing if your ribbon is incompatible with your supply.

Q. I downloaded and installed the driver on my DuraLabel PRO 300 but keep getting an "Error-printing" message when I try to print.

A. If your printer is turned on and shows a green light, it's likely your driver is set to the wrong port. For instance, if your printer is plugged into USB port "002" but the driver is set to LPT1 or USB001, you will receive the "Error-printing" message. The quick fix is to leave the job in the print queue, then go into your printer properties and "Ports" tab. Here you can check a new port and click "Apply." The job you're trying to print will then be resent to the new port. If you chose the right port it will print; if you chose the wrong one you will receive the same error-printing message. Continue clicking on other ports (and "Apply") until you're successful.

Q. When printing using the DuraLabel PRO 300, my ribbon tears during and before the ink transfer, leaving the final product with what appears to be gashes. This happens just where the transfer does not occur due to the tear in the ribbon.

A. Your printer's darkness setting controls the amount of heat used by the print head. If your heat is too high it can cause the ribbon to soften, stretch and tear during printing. You can correct the problem by lightening your "Darkness" scale on the "Options" tab under "Printing Preferences."

Q. Printing with my DuraLabel PRO 300 results in a label being printed without being cut. The LED is flashing red. The power cycle doesn't solve the problem.

A. It sounds like your printer is looking for gaps in the labels but is not finding them. The most common reason for this is printing to a continuous roll which has no pre-defined gaps. If this is what's happening in your case:
1. Save any template you are currently using and close any labeling program.
2. Open your "Printers and Faxes" panel ("Devices and Printers" in Windows 7) through the "Control" panel.
3. Right-click on the Graphic Products DuraLabel PRO icon and select "Printing Preferences."
4. Select the "Stock" tab.
5. Set "Type" to "Continuous."
6. Click "OK."
7. Reopen your template and try printing again.

Another cause for the error may be using pre-printed labels with gaps that your printer does not see. In this case:
1. Double-check that the Stock tab is set to "Labels with gaps" and not "Labels with Marks" or "Continuous."
2. Turn off the switch in the back-left of your printer.
3. Open the printer using the green tabs on the printer's sides.
4. Halfway between the front and back of the printer are two green guides that can open and close around the label. Make sure these guides are fully closed around the label stock.
5. Close the printer.
6. Hold down the feed button on the top-right. While continuing to hold down the feed button, turn the printer back on.
7. The LED will blink several times. After three red blinks, release the feed button.
8. The printer should feed out about 2–6 labels but won't cut.
9. After it stops, the LED should be solid green if successful. (If the light remains a red blinking LED instead of a solid green, please call technical support.)
10. Open the printer using the side tabs and manually rewind any fed labels back into the printer (so you don't waste them).
11. Close the printer and try printing again. The text may be off for the first label you print, but should cut on the gap. In this case, print one more label, which should be aligned properly.

Q: My DuraLabel PRO 300 has been experiencing connectivity problems. It seems to be related to a broken hinge. If I open and close its lid several times, the machine will often connect.

A: The DLP PRO 300 displays a solid red light when the lid isn't closed all the way. If it displays a solid red light when turned on, even when latched, it will need to be repaired. First make sure there aren't any obstructions preventing the lid from closing all the way. You may need to call in for a return material authorization (RMA).

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Q: How can I orient a 4" high x 9" wide label to utilize the full 9" supply width on my DL9000 printer?

A: You can achieve this by setting your label to be 4" high by 9" wide and setting print orientation to "Portrait."