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Find everything you need. Choose your printer to get access to manuals, how–to videos, and driver downloads.

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Download quick start guides, printer manuals, software, printer drivers, and product catalogs. All from one easy location.

Frequently Asked Questions

Find your printer. We'll guide you to the solution.

1. Select your printer.
2. What issues are you running into?
You can watch a video of the loading process to get started. If you have any questions, or if something still doesn’t look right, please contact our support team for help.
We offer free support for the lifetime of our printers, and free labeling advice and assistance for all of our customers. Depending on the software you are using, we may have a quick answer for you — or we may know who will. Please check our selection of online videos, or contact our support team for help.
We offer free support for the lifetime of our printers. Please contact our support team for help.
Got it! The printer is looking to cut on a mark, but can't find it.

Step 1: Check the Driver Settings

Save your label design and close the design program. Then, access the printer controls:

  • If you use Windows XP, go through your computer’s Start Menu to the Control Panel, and open the "Printers and Faxes" window.
  • If you use Windows Vista or Windows 7, go through your computer’s Start Menu to the Control Panel, and open the "Devices and Printers" window.
  • If you use Windows 8 or Windows 8.1, go through your computer’s Charms Bar to the Control Panel, and open the "Devices and Printers" window.
  • If you are using a Mobile Print Station, go through the "Programs" menu in the main screen toolbar and select "Printer Panel."
Find the entry in this window for your DuraLabel printer. If you see more than one entry for the same printer, stop, and contact our support team for help.

Right-click on the entry for your DuraLabel printer, and choose Printing Preferences. (These are the default settings for this printer.) Go to the Stock tab, and look at the Type drop-down menu. The supply type selected here needs to match the supply type that you are using:

  • Labels with Gaps (a roll of “die-cut” labels, ready to peel off one by one)
  • Labels with Marks (a roll of pre-printed labels, separated by black lines on the backing)
  • Continuous (a roll of uninterrupted label stock)
Correct this selection, and click OK to save changes and close this window. Then, reopen your label design, and try printing again. If the same thing happens again, then continue to the next step.

Step 2: Reset and Recalibrate the Printer

This two-part process clears the printer’s internal settings, and creates new settings to match the material that is loaded.

Reset:

Turn off the printer, and wait about five seconds. With one hand, press and hold the feed/pause button on top of the printer, while the system is still turned off. Then, use your other hand to turn the printer on. Keep holding the button, and watch the light on top of the printer.

The light will flash briefly, then blink in a pattern: five red blinks, then five amber (yellow) blinks, then five green blinks. Let go of the button during the green blinks. This will clear the internal memory and settings of the printer. The light will turn off and then come back on again, going to solid green.

Recalibrate:

Turn off the printer again, wait about five seconds, press and hold the button, and turn the system back on. This time, release the button during the five red blinks, near the beginning of that pattern. The printer will feed out some label stock as it automatically adjusts the sensors for the supplies you’re using, and then show a solid green light. You can open the printer and roll the label stock back in, at that point.

Now that you’ve adjusted the sensors, try printing your label again. If you are still not able to print normally, please contact our support team for help.

Got it! The printer is not seeing that mark or gap – possibly, not even looking for it.

Step 1: Check the Driver Settings

Save your label design and close the design program. Then, access the printer controls:

  • If you use Windows XP, go through your computer’s Start Menu to the Control Panel, and open the “Printers and Faxes” window.
  • If you use Windows Vista or Windows 7, go through your computer’s Start Menu to the Control Panel, and open the “Devices and Printers” window.
  • If you use Windows 8 or Windows 8.1, go through your computer’s Charms Bar to the Control Panel, and open the “Devices and Printers” window.
  • If you are using a Mobile Print Station, go through the “Programs” menu in the main screen toolbar and select “Printer Panel.”

Find the entry in this window for your DuraLabel printer. If you see more than one entry for the same printer, stop, and contact our support team for help.
Right-click on the entry for your DuraLabel printer, and choose Printing Preferences. (These are the default settings for this printer.) Go to the Stock tab, and look at the Type drop-down menu. The supply type selected here needs to match the supply type that you are using:

  • Labels with Gaps (a roll of “die-cut” labels, ready to peel off one by one)
  • Labels with Marks (a roll of pre-printed labels, separated by black lines on the backing)
  • Continuous (a roll of uninterrupted label stock)

Correct this selection, and click OK to save changes and close this window. Then, reopen your label design, and try printing again. If the same thing happens again, then continue to the next step.

Step 2: Reset and Recalibrate the Printer

This two-part process clears the printer’s internal settings, and creates new settings to match the material that is loaded.

Reset:

Turn off the printer, and wait about five seconds. With one hand, press and hold the feed/pause button on top of the printer, while the system is still turned off. Then, use your other hand to turn the printer on. Keep holding the button, and watch the light on top of the printer.
The light will flash briefly, then blink in a pattern: five red blinks, then five amber (yellow) blinks, then five green blinks. Let go of the button during the green blinks. This will clear the internal memory and settings of the printer. The light will turn off and then come back on again, going to solid green.

Recalibrate:

Turn off the printer again, wait about five seconds, press and hold the button, and turn the system back on. This time, release the button during the five red blinks, near the beginning of that pattern. The printer will feed out some label stock as it automatically adjusts the sensors for the supplies you’re using, and then show a solid green light. You can open the printer and roll the label stock back in, at that point.
Now that you’ve adjusted the sensors, try printing your label again. If you are still not able to print normally, please contact our support team for help.

Got it! The printer and its instructions aren’t properly matched.

Find the oval-shaped silver label on the top of the printer. It will read either DuraLabel PRO or DuraLabel PRO 300. That tells us which version of the printer you have.

Then, go to your design program’s Print function, and see if you have another DuraLabel printer in the list of available printers. If you can’t find a printer listing that matches the actual printer you have, please contact our support team for help getting the correct driver installed.

Most often, this happens with DuraSuite and Windows 7. If you are using a different label design program, please contact our support team for help.

Close or minimize DuraSuite so that you can see your Windows desktop. Right-click in the blank space on your desktop and choose Personalize in the menu. In the lower left corner of this window, click on Display. Here, set the display scaling to 100% (default) instead of 125% or 150%, and accept the change. Go back to your label and try printing again.

If this does not resolve the problem, please contact our support team for help.

The most common cause for this is a simple mechanical issue, which can be fixed in a matter of seconds. Otherwise, there are some settings to correct, which takes only a little longer.

Step 1: Check the Supply Loading

Turn off the printer using the switch in the back, near the black power cord, and open the printer as if you were going to change the printing ribbon. (You can watch a video of the loading process for clarification, if you’d like.)
The printing ribbon (your printer’s “ink”) is in the top part of the printer, with two matching rollers. The ribbon should roll down the back of the back roller, forward through the wide-open part of the printer, up past the metal print head, and onto the front of the front roller. Each spindle has a wider rim on one end, and a narrower end on the other side: the wide rim should be on the right. The spindles will fit into the printer the wrong way around, but the printer will not be able to move them properly.
If the spindles were faced the wrong way, correct them, close the printer, power it on, and try printing your label again. If the same thing happens again, then continue to the next step.

Step 2: Check the Driver Settings

Save your label design and close the design program. Then, access the printer controls:

  • If you use Windows XP, go through your computer’s Start Menu to the Control Panel, and open the “Printers and Faxes” window.
  • If you use Windows Vista or Windows 7, go through your computer’s Start Menu to the Control Panel, and open the “Devices and Printers” window.
  • If you use Windows 8 or Windows 8.1, go through your computer’s Charms Bar to the Control Panel, and open the “Devices and Printers” window.
  • If you are using a Mobile Print Station, go through the “Programs” menu in the main screen toolbar and select “Printer Panel.”

Find the entry in this window for your DuraLabel printer. If you see more than one entry for the same printer, stop, and contact our support team for help.
Right-click on the entry for your DuraLabel printer, and choose Printing Preferences. (These are the default settings for this printer.) Go to the Stock tab, and look at the Method drop-down menu. It should be set to Thermal Transfer. If needed, correct this setting, click OK to save changes and close the window, and try printing your label once more. If the same thing happens again, then continue to the next step.

Step 3: Reset and Recalibrate the Printer

This two-part process clears the printer’s internal settings, and creates new settings to match the material that is loaded.

Reset:

Turn off the printer, and wait about five seconds. With one hand, press and hold the feed/pause button on top of the printer, while the system is still turned off. Then, use your other hand to turn the printer on. Keep holding the button, and watch the light on top of the printer.
The light will flash briefly, then blink in a pattern: five red blinks, then five amber (yellow) blinks, then five green blinks. Let go of the button during the green blinks. This will clear the internal memory and settings of the printer. The light will turn off and then come back on again, going to solid green.

Recalibrate:

Turn off the printer again, wait about five seconds, press and hold the button, and turn the system back on. This time, release the button during the five red blinks, near the beginning of that pattern. The printer will feed out some label stock as it automatically adjusts the sensors for the supplies you’re using, and then show a solid green light. You can open the printer and roll the label stock back in, at that point.
Now that you’ve adjusted the sensors, try printing your label again. If you are still not able to print normally, please contact our support team for help.

One of the printer’s internal sensors is having trouble detecting the label stock. This is usually a very quick fix, especially if the label stock was changed while the printer was still on. (That's the most common cause for this problem.)

Remove any other rolls of label stock from the area of the printer. Then, turn off the printer, give it a few seconds, and turn it on again. Try to print a few labels. If you encounter the same error again, please contact our support team for help.

If your “printed” labels are fed out and cut normally, but nothing is visibly printed, there are several possible causes.

Step 1: Check the Supply Loading

First, check to make sure that the ribbon is feeding properly through the system. Turn off the printer using the switch in the back, near the black power cord, and open the printer as if you were going to change the printing ribbon. (You can watch a video of the loading process for clarification, if you’d like.)

The printing ribbon (your printer’s “ink”) is in the top part of the printer, with two matching rollers. The ribbon should roll down the back of the back roller, forward through the wide-open part of the printer, up across the metal print head, and onto the front of the front roller.
The ribbon has two sides, a “shiny” side and a “dull” side; the “dull” side should face out (to be pressed against the label stock) and the “shiny” side should face in (to slide against the metal print head). You should see the “dull” side on each of the two ribbon rollers.
If you needed to correct the supply loading, close up the printer and try printing your label again. If the ribbon was already feeding properly, then we’ll need to check some settings in the driver software.

Step 2: Check the Driver Settings

Save your label design and close the design program. Then, access the printer controls:

  • If you use Windows XP, go through your computer’s Start Menu to the Control Panel, and open the “Printers and Faxes” window.
  • If you use Windows Vista or Windows 7, go through your computer’s Start Menu to the Control Panel, and open the “Devices and Printers” window.
  • If you use Windows 8 or Windows 8.1, go through your computer’s Charms Bar to the Control Panel, and open the “Devices and Printers” window.
  • If you are using a Mobile Print Station, go through the “Programs” menu in the main screen toolbar and select “Printer Panel.”

Find the entry in this window for your DuraLabel printer. If you see more than one entry for the same printer, stop, and contact our support team for help.

Right-click on the entry for your DuraLabel printer, and choose Printing Preferences. (These are the default settings for the printer.) Go to the Options tab, and look at the Printer Options section. If the checkbox for “Use Current Printer Settings” is checked, un-check it. Then, set the Print Speed to 2 inches per second, and adjust the Darkness slider to near the middle of its range. (The Darkness may need to be adjusted for best quality, but these settings should at least provide some visible printing.)

Click OK to save changes and close the window, and try printing your label again. If the label still comes out blank, please contact our support team for help.

The Darkness setting may be too low. This option controls how hot the print head gets as part of the printing process; different ribbon formulations, and even different label designs, may need slight adjustments to the Darkness setting.

Save your label design and close the design program. Then, access the printer controls:

  • If you use Windows XP, go through your computer’s Start Menu to the Control Panel, and open the “Printers and Faxes” window.
  • If you use Windows Vista or Windows 7, go through your computer’s Start Menu to the Control Panel, and open the “Devices and Printers” window.
  • If you use Windows 8 or Windows 8.1, go through your computer’s Charms Bar to the Control Panel, and open the “Devices and Printers” window.
  • If you are using a Mobile Print Station, go through the “Programs” menu in the main screen toolbar and select “Printer Panel.”

Find the entry in this window for your DuraLabel printer. If you see more than one entry for the same printer, stop, and contact our support team for help.

Right-click on the entry for your DuraLabel printer, and choose Printing Preferences. (These are the default settings for the printer.) Go to the Options tab, and look at the Printer Options section. If the checkbox for “Use Current Printer Settings” is checked, un-check it. Then, set the Print Speed to 2 inches per second. If the speed was already set to 2 in/sec, then adjust the  Darkness slider a couple of notches to the right (increasing the heat used for printing.)

Click OK to save changes and close the window, and try printing your label again. If you still see the same print quality problems, please contact our support team for help.

The Darkness setting may be too high. This option controls how hot the print head gets as part of the printing process; different ribbon formulations, and even different label designs, may need slight adjustments to the Darkness setting.

Save your label design and close the design program. Then, access the printer controls:

  • If you use Windows XP, go through your computer’s Start Menu to the Control Panel, and open the “Printers and Faxes” window.
  • If you use Windows Vista or Windows 7, go through your computer’s Start Menu to the Control Panel, and open the “Devices and Printers” window.
  • If you use Windows 8 or Windows 8.1, go through your computer’s Charms Bar to the Control Panel, and open the “Devices and Printers” window.
  • If you are using a Mobile Print Station, go through the “Programs” menu in the main screen toolbar and select “Printer Panel.”

Find the entry in this window for your DuraLabel printer. If you see more than one entry for the same printer, stop, and contact our support team for help.

Right-click on the entry for your DuraLabel printer, and choose Printing Preferences. (These are the default settings for the printer.) Go to the Options tab, and look at the Printer Options section. If the checkbox for “Use Current Printer Settings” is checked, un-check it. Then, set the Print Speed to 2 inches per second. If the speed was already set to 2 in/sec, then adjust the  Darkness slider a couple of notches to the left (decreasing the heat used for printing.)

Click OK to save changes and close the window, and try printing your label again. If you still see the same print quality problems, please contact our support team for help.

This can be caused by dust in the printer, on the print head itself or on the label stock, especially if your printer or supplies are stored in the open. We usually recommend cleaning the printer after every two or three rolls of label stock; now may be a good time.

Turn off the printer using the switch in the back, near the black power cord. Then, open the printer  as if you were going to change the printing ribbon. Remove the ribbon take-up roll (in front) so that you can see the metal print head. Use one of our cleaning swabs, or a soft cloth with some isopropyl alcohol, to gently wipe the entire metal surface of the print head, especially the area that is pressed down when the system is closed.

Also clean the green guides in the lower part of the printer, where your label stock is fed through. Wipe down the white roller in the back of the system, and anywhere else that you can see dust or paper fibers collecting.

Give the system a minute to dry, then re-load the supplies, close the printer, turn it on again, and try printing once more. If you still see the same print quality problems, please contact our support team for help.

One of the printer’s internal sensors is not seeing what it’s looking for. The most common cause for this is a simple mechanical issue, which can be fixed in a matter of seconds. Otherwise, there are some settings to correct, which takes only a little longer.

Step 1: Check the Supply Loading

Turn off the printer using the switch in the back, near the black power cord, and open the printer as if you were going to change all the supplies. (You can watch a video of the loading process for clarification, if you’d like.)

Printing Ribbon:

The printing ribbon (your printer’s “ink”) is in the top part of the printer, with two matching rollers. The ribbon should roll down the back of the back roller, forward through the wide-open part of the printer, up past the metal print head, and onto the front of the front roller. Each black plastic ribbon spindle has a wider rim on one end, and a narrower end on the other side: the wide rim should be on the right. The spindles will fit into the printer the wrong way around, but the printer will not be able to move them properly.

Label Stock:

The label stock (your printer’s “paper”) is in the back of the printer. It should unroll to feed beneath the white roller, and slide smoothly between the green guides as they hold it centered. Those guides should overlap over the edges of the label stock, slightly. After passing the guides, the supply should reach forward over the black rubber roller near the front of the printer.

Close the printer, turn it back on and wait for the solid green light, and try printing again. If the same thing happens again, continue to the next step.

Step 2: Reset and Recalibrate the Printer

This two-part process clears the printer’s internal settings, and creates new settings to match the material that is loaded.

Reset:

Turn off the printer, and wait about five seconds. With one hand, press and hold the feed/pause button on top of the printer, while the system is still turned off. Then, use your other hand to turn the printer on. Keep holding the button, and watch the light on top of the printer.

The light will flash briefly, then blink in a pattern: five red blinks, then five amber (yellow) blinks, then five green blinks. Let go of the button during the green blinks. This will clear the internal memory and settings of the printer. The light will turn off and then come back on again, going to solid green.

Recalibrate:

Turn off the printer again, wait about five seconds, press and hold the button, and turn the system back on. This time, release the button during the five red blinks, near the beginning of that pattern. The printer may feed out some label stock as it automatically adjusts the sensors for the supplies you’re using, and then show a solid green light. You can open the printer and roll the label stock back in, at that point.

Now that you’ve adjusted the sensors, try printing your label again. If you are still not able to print normally, please contact our support team for help.

The printer has finished following the instructions that it received. Most likely, we need to correct those instructions.

Step 1: Check the Driver Settings

Save your label design and close the design program. Then, access the printer controls:

  • If you use Windows XP, go through your computer’s Start Menu to the Control Panel, and open the “Printers and Faxes” window.
  • If you use Windows Vista or Windows 7, go through your computer’s Start Menu to the Control Panel, and open the “Devices and Printers” window.
  • If you use Windows 8 or Windows 8.1, go through your computer’s Charms Bar to the Control Panel, and open the “Devices and Printers” window.
  • If you are using a Mobile Print Station, go through the “Programs” menu in the main screen toolbar and select “Printer Panel.”

Find the entry in this window for your DuraLabel printer. If you see more than one entry for the same printer, stop, and contact our support team for help.

Right-click on the entry for your DuraLabel printer, and choose Printing Preferences. (These are the default settings for this printer.) Go to the Stock tab, and look at the Post-Print Action drop-down menu. Usually, this setting should be on Cut, but it may be set to None if no cutting is desired. The next option, Occurrence, should be set to After Every Page.

Click OK to save changes and close this window. Then, reopen your label design, and try printing again. If the same thing happens again, please contact our support team for help.

It is possible to send the printer too much information at once — that is, as a single very long page. The printer will do what it can, and then stop. There is a simple solution to this problem.

We need to split your long design into multiple “pages”, and instruct the printer not to cut between the pages of that sign (leaving them connected end-to-end). The actual steps for this process vary from one program to another, so please contact our support team for help.

The DuraLabel PRO (also called the “PRO 200”) can handle single pages up to 118 inches long, while the DuraLabel PRO 300 (with a higher print resolution) can handle single pages up to 56 inches long.

The printer hasn’t received any printing instructions. This is a communication problem; we’ll need to check each part of the connection between your computer and the printer.

Step 1: Check the Physical Connection

First, turn off the printer and check the USB cord to make sure that it hasn’t come loose at either end. If the cord is secure, turn the printer on again. This may be all it takes to start printing again. If not, then continue to the next step.

Step 2: Check for the “Use Printer Offline” Setting

Save your label design and close the design program. Then, access the printer controls:

  • If you use Windows XP, go through your computer’s Start Menu to the Control Panel, and open the “Printers and Faxes” window.
  • If you use Windows Vista or Windows 7, go through your computer’s Start Menu to the Control Panel, and open the “Devices and Printers” window.
  • If you use Windows 8 or Windows 8.1, go through your computer’s Charms Bar to the Control Panel, and open the “Devices and Printers” window.
  • If you are using a Mobile Print Station, go through the “Programs” menu in the main screen toolbar and select “Printer Panel.”

Find the entry in this window for your DuraLabel printer. If you see more than one entry for the same printer, stop, and contact our support team for help.

Double-click on the printer icon to open the Print Queue, and look in the Printer menu in the top left for an option to Use Printer Offline. If that option is checked, click on it to remove the checkmark. Any jobs in the queue will be re-sent, and may print out correctly. If there are no jobs in the queue, reopen your label program and your label design, and try printing again.
If the printer still does not respond, then continue to the next step.

Step 3: Check the Port Setting

Back in the “Printers and Faxes” or “Devices and Printers” window, right-click on the entry for your DuraLabel printer, and choose Properties or Printer Properties. (These are the advanced controls for your printer.) Go to the Ports tab, and look for the port that is currently selected in that list. The port name should begin with “USB,” followed by a number. Select an available USB port, if one was not already selected. Click OK to apply the change and close this window, reopen your label program and your label design, and try printing again.

If you are still unable to print, there may be a problem in the part of Windows that controls the printer. Simply restart the computer to correct this. After restarting, try printing your label once more.

If you are still unable to print after restarting your computer, please contact our support team for help.

The printer is paused. Press the feed/pause button on top of the printer; the light will change to solid green. The printer may also print out the labels that you were waiting for. If you are still unable to print, please contact our support team for help.

The printer is not ready to print yet. Usually, this is because the lid isn’t closed all the way. Try opening the lid (the whole top half of the machine) all the way, and closing it again. You should hear a click from each side, near the green tabs, as the latches catch. You may need to apply some downward pressure at the front corners of the printer. If the light goes to solid green, you’re set to print. If not, please contact our support team for help.

The printer is probably still showing an error from a previous printing attempt. Turn off the printer using the power switch in the back, near the black power cord. Wait about five seconds, and turn the printer on again. This will clear the error so that the printer can try again. If the problem continues without anything coming out of the printer, please contact our support team for help.

One of the printer’s internal sensors is having trouble detecting the label stock. This is usually a very quick fix, especially if the label stock was changed while the printer was still on. (That's the most common cause for this problem.)

Remove any other rolls of label stock from the area of the printer. Then, turn off the printer, give it a few seconds, and turn it on again. Try to print a few labels. If you encounter the same error again, please contact our support team for help.

Got it! The printer is looking to cut on a mark, but can't find it.

Step 1: Check the Driver Settings

Save your label design and close the design program. Then, access the printer controls:

  • If you use Windows XP, go through your computer’s Start Menu to the Control Panel, and open the “Printers and Faxes” window.
  • If you use Windows Vista or Windows 7, go through your computer’s Start Menu to the Control Panel, and open the “Devices and Printers” window.
  • If you use Windows 8 or Windows 8.1, go through your computer’s Charms Bar to the Control Panel, and open the “Devices and Printers” window.
  • If you are using a Mobile Print Station, go through the “Programs” menu in the main screen toolbar and select “Printer Panel.”

Find the entry in this window for your DuraLabel 9000. If you see more than one entry for the same printer, stop, and contact our support team for help.

Right-click on the entry for your DuraLabel printer, and choose Printing Preferences. (These are the default settings for this printer.) Go to the Stock tab, and look at the Type drop-down menu. The supply type selected here needs to match the supply type that you are using:

  • Labels with Gaps (a roll of “die-cut” labels, ready to peel off one by one)
  • Labels with Marks (a roll of pre-printed labels, separated by black lines on the backing)
  • Continuous (a roll of uninterrupted label stock)

Correct this selection, and click OK to save changes and close this window. Then, reopen your label design, and try printing again. If the same thing happens again, then continue to the next step.

Step 2: Reset and Recalibrate the Printer

This two-part process clears the printer’s internal settings, and creates new settings to match the material that is loaded.

Reset:

To clear the internal settings of your DuraLabel 9000, press the Menu button and use the Up/Down and Select buttons to navigate the menu. Choose Initialize, the second-to-last option on the main menu. Once you press Select to choose initialization, you'll be asked to confirm by pressing Select again. After a short pause, you'll be returned to the main menu. At that point, turn off the printer, give it about ten seconds, and turn it back on again.

Recalibrate:

Navigate through the main menu again to Setup. Then, choose Sensor, and then Calibration. Next, you'll choose the sensor mode, to match the type of label stock you're using.

  • Gap Mode (for a roll of “die-cut” labels, ready to peel off one by one — separated by gaps)
  • B Mark Mode (for a roll of pre-printed label stock, with no cuts — labels separated by black marks on the backing)
  • Cont. Mode (for a continuous roll of uninterrupted label stock)

Once you've selected a mode, choose Automatic to have the printer align the label stock and prepare its sensors. It will feed out some label stock during this process; once it stops, you can safely open the printer, unlatch the print head, and roll the label stock back in. Then, try printing again.

If you are still not able to print normally, please contact our support team for help.

Got it! The printer is not seeing that mark or gap – possibly, not even looking for it.

Step 1: Check the Driver Settings

Save your label design and close the design program. Then, access the printer controls:

  • If you use Windows XP, go through your computer’s Start Menu to the Control Panel, and open the “Printers and Faxes” window.
  • If you use Windows Vista or Windows 7, go through your computer’s Start Menu to the Control Panel, and open the “Devices and Printers” window.
  • If you use Windows 8 or Windows 8.1, go through your computer’s Charms Bar to the Control Panel, and open the “Devices and Printers” window.
  • If you are using a Mobile Print Station, go through the “Programs” menu in the main screen toolbar and select “Printer Panel.”

Find the entry in this window for your DuraLabel 9000. If you see more than one entry for the same printer, stop, and contact our support team for help.

Right-click on the entry for your DuraLabel printer, and choose Printing Preferences. (These are the default settings for this printer.) Go to the Stock tab, and look at the Type drop-down menu. The supply type selected here needs to match the supply type that you are using:

  • Labels with Gaps (a roll of “die-cut” labels, ready to peel off one by one)
  • Labels with Marks (a roll of pre-printed labels, separated by black lines on the backing)
  • Continuous (a roll of uninterrupted label stock)

Correct this selection, and click OK to save changes and close this window. Then, reopen your label design, and try printing again. If the same thing happens again, then continue to the next step.

Step 2: Reset and Recalibrate the Printer

This two-part process clears the printer’s internal settings, and creates new settings to match the material that is loaded.

Reset:

To clear the internal settings of your DuraLabel 9000, press the Menu button and use the Up/Down and Select buttons to navigate the menu. Choose Initialize, the second-to-last option on the main menu. Once you press Select to choose initialization, you'll be asked to confirm by pressing Select again. After a short pause, you'll be returned to the main menu. At that point, turn off the printer, give it about ten seconds, and turn it back on again.

Recalibrate:

Navigate through the main menu again to Setup. Then, choose Sensor, and then Calibration. Next, you'll choose the sensor mode, to match the type of label stock you're using.

  • Gap Mode (for a roll of “die-cut” labels, ready to peel off one by one — separated by gaps)
  • B Mark Mode (for a roll of pre-printed label stock, with no cuts — labels separated by black marks on the backing)
  • Cont. Mode (for a continuous roll of uninterrupted label stock)

Once you've selected a mode, choose Automatic to have the printer align the label stock and prepare its sensors. It will feed out some label stock during this process; once it stops, you can safely open the printer, unlatch the print head, and roll the label stock back in. Then, try printing again.

If you are still not able to print normally, please contact our support team for help.

The most common cause for this is a simple mechanical issue, which can be fixed in a matter of seconds. Otherwise, there are some settings to correct, which takes only a little longer.

Step 1: Check the Supply Loading

First, check to make sure that the supplies are lined up correctly inside the printer. Turn off the printer using the switch in the back, near the black power cord, and open the printer as if you were going to change all the supplies. (You can watch a video of the loading process for clarification, if you'd like.)

Printing Ribbon:

The printing ribbon (your printer’s “ink”) is in the front of the printer, with two matching rollers. The ribbon should roll down the back of the back roller, forward underneath the print head but above the black sensor bar, and onto the front of the front roller. For 8.6” ribbon, the ribbon cores should be pushed all the way to the left, flush with the mounts, and for 4.3” ribbon, it should be centered and lined up with the marks on the ribbon spindle. The ribbon should be smooth at both spindles and across the print head — not folded back against itself.

Label Stock:

The label stock (your printer’s “paper”) is in the back of the printer. It should be properly centered on the thick supply bar, with the left end cap covering the number that corresponds to the width of the supply. The label stock should roll forward, underneath the white roller, between the two movable guides at the back of the print head, through the green C-shaped sensor, and finally forward over the black rubber roller in front.

Lower the print head until it latches in place, close the lid, and power on the printer. Don’t reprint your label quite yet; we need to check your driver settings next.

Step 2: Check the Driver Settings

Save your label design and close the design program. Then, access the printer controls:

  • If you use Windows XP, go through your computer’s Start Menu to the Control Panel, and open the “Printers and Faxes” window.
  • If you use Windows Vista or Windows 7, go through your computer’s Start Menu to the Control Panel, and open the “Devices and Printers” window.
  • If you use Windows 8 or Windows 8.1, go through your computer’s Charms Bar to the Control Panel, and open the “Devices and Printers” window.
  • If you are using a Mobile Print Station, go through the “Programs” menu in the main screen toolbar and select “Printer Panel.”

Find the entry in this window for your DuraLabel 9000. If you see more than one entry for the same printer, stop, and contact our support team for help.

Right-click on the entry for your DuraLabel printer, and choose Printing Preferences. (These are the default settings for this printer.) Go to the Stock tab, and look at the Method drop-down menu. This option should be set to Thermal Transfer.

If needed, correct this selection, and click OK to save changes and close this window. Then, reopen your label design, and try printing again. If the same thing happens again, then continue to the next step.

Reset and Recalibrate the Printer

This two-part process clears the printer’s internal settings, and creates new settings to match the material that is loaded.

Reset:

To clear the internal settings of your DuraLabel 9000, press the Menu button and use the Up/Down and Select buttons to navigate the menu. Choose Initialize, the second-to-last option on the main menu. Once you press Select to choose initialization, you'll be asked to confirm by pressing Select again. After a short pause, you'll be returned to the main menu. At that point, turn off the printer, give it about ten seconds, and turn it back on again.

Recalibrate:

Navigate through the main menu again to Setup. Then, choose Sensor, and then Calibration. Next, you'll choose the sensor mode, to match the type of label stock you're using.

  • Gap Mode (for a roll of “die-cut” labels, ready to peel off one by one — separated by gaps)
  • B Mark Mode (for a roll of pre-printed label stock, with no cuts — labels separated by black marks on the backing)
  • Cont. Mode (for a continuous roll of uninterrupted label stock)

Once you've selected a mode, choose Automatic to have the printer align the label stock and prepare its sensors. It will feed out some label stock during this process; once it stops, you can safely open the printer, unlatch the print head, and roll the label stock back in. Then, try printing again.

If you are still not able to print normally, please contact our support team for help.

One of the printer’s internal sensors is having trouble detecting the label stock. This is usually a very quick fix, especially if the label stock was changed while the printer was still on. (That's the most common cause for this problem.)

Remove any other rolls of label stock from the area of the printer. Then, turn off the printer, give it a few seconds, and turn it on again. Try to print a few labels. If you encounter the same error again, please contact our support team for help.

One of the printer’s internal sensors is unable to “see” the label stock (or “paper”). First, we’ll check to make sure that the printer’s supplies are actually in the right places; then, if necessary, we’ll reset those sensors.

Step 1: Check the Supply Loading

First, check to make sure that the supplies are lined up correctly inside the printer. Turn off the printer using the switch in the back, near the black power cord, and open the printer as if you were going to change all the supplies. (You can watch a video of the loading process for clarification, if you’d like.)

Printing Ribbon:

The printing ribbon (your printer’s “ink”) is in the front of the printer, with two matching rollers. The ribbon should roll down the back of the back roller, forward underneath the print head but above the black sensor bar, and onto the front of the front roller. For 8.6” ribbon, the ribbon cores should be pushed all the way to the left, flush with the mounts, and for 4.3” ribbon, it should be centered and lined up with the marks on the ribbon spindle. The ribbon should be smooth at both spindles and across the print head — not folded back against itself.

Label Stock:

The label stock (your printer’s “paper”) is in the back of the printer. It should be properly centered on the thick supply bar, with the left end cap covering the number that corresponds to the width of the supply. The label stock should roll forward, underneath the white roller, between the two movable guides at the back of the print head, through the green C-shaped sensor, and finally forward over the black rubber roller in front. If you have run out of label stock, load a new roll.

Lower the print head until it latches in place, close the lid, and power on the printer. Try printing your label again. If the same problem returns, we’ll need to clear that message by turning off the printer, waiting about ten seconds, and turning the printer back on; then, we’ll reset and recalibrate the system.

Step 2: Reset and Recalibrate

This two-part process clears the printer’s internal settings, and creates new settings to match the material that is loaded.

Reset:

To clear the internal settings of your DuraLabel 9000, press the Menu button and use the Up/Down and Select buttons to navigate the menu. Choose Initialize, the second-to-last option on the main menu. Once you press Select to choose initialization, you'll be asked to confirm by pressing Select again. After a short pause, you'll be returned to the main menu. At that point, turn off the printer, give it about ten seconds, and turn it back on again.

Recalibrate:

Navigate through the main menu again to Setup. Then, choose Sensor, and then Calibration. Next, you'll choose the sensor mode, to match the type of label stock you're using.

  • Gap Mode (for a roll of “die-cut” labels, ready to peel off one by one — separated by gaps)
  • B Mark Mode (for a roll of pre-printed label stock, with no cuts — labels separated by black marks on the backing)
  • Cont. Mode (for a continuous roll of uninterrupted label stock)

Once you've selected a mode, choose Automatic to have the printer align the label stock and prepare its sensors. It will feed out some label stock during this process; once it stops, you can safely open the printer, unlatch the print head, and roll the label stock back in. Then, try printing again.

If you are still not able to print normally, please contact our support team for help.

This message means that the printer’s sensors cannot “see” the ribbon (your printer’s “ink”), usually because it is loaded around the ribbon sensor, instead of above it. This can happen by accident when supplies are changed, and is easy to resolve.

Turn off the printer, open the lid, and push the lever to raise the print head. Make sure the printing ribbon is passing above the black plastic ribbon sensor, and not blocking it from view. The green C-shaped sensor is nearby, and is about the same shape and size — but it’s for the label stock, or “paper”.    Close the printer up again, turn it back on, and try printing once more.

If the problem returns, please contact our support team for help.

It is possible to send the printer too much information at once — that is, as a single very long page. The printer will do what it can, and then stop. There is a simple solution to this problem.

We need to split your long design into multiple “pages”, and instruct the printer not to cut between the pages of that sign (leaving them connected end-to-end). The actual steps for this process vary from one program to another, so please contact our support team for help.

The DuraLabel 9000 can handle single pages up to 100 inches long, although large signs can take much longer to print.

One of the printer’s internal sensors is having trouble detecting the label stock. This is usually a very quick fix, especially if the label stock was changed while the printer was still on. (That's the most common cause for this problem.)

Remove any other rolls of label stock from the area of the printer. Then, turn off the printer, give it a few seconds, and turn it on again. Try to print a few labels. If you encounter the same error again, please contact our support team for help.

The printer is not ready to print, because the print head mechanism is still raised. Open the lid of the printer and make sure the print head is latched down all the way. There is a green plastic latch that should catch it on each side. If the latches are not catching, please contact our support team for help.

The printer doesn’t know it’s supposed to be printing something. This is a communication problem; we’ll need to check each part of the connection between your computer and the printer.

Step 1: Check the Physical Connection

First, turn off the printer and check the USB cord to make sure that it hasn’t come loose at either end. If the cord is secure, turn the printer on again. This may be all it takes to start printing again. If not, then continue to the next step.

Step 2: Check for the “Use Printer Offline” Setting

Save your label design and close the design program. Then, access the printer controls:

  • If you use Windows XP, go through your computer’s Start Menu to the Control Panel, and open the “Printers and Faxes” window.
  • If you use Windows Vista or Windows 7, go through your computer’s Start Menu to the Control Panel, and open the “Devices and Printers” window.
  • If you use Windows 8 or Windows 8.1, go through your computer’s Charms Bar to the Control Panel, and open the “Devices and Printers” window.
  • If you are using a Mobile Print Station, go through the “Programs” menu in the main screen toolbar and select “Printer Panel.”

Find the entry in this window for your DuraLabel printer. If you see more than one entry for the same printer, stop, and contact our support team for help.

Double-click on the printer icon to open the Print Queue, and look in the Printer menu in the top left for an option to Use Printer Offline. If that option is checked, click on it to remove the checkmark. Any jobs in the queue will be re-sent, and may print out correctly. If there are no jobs in the queue, reopen your label program and your label design, and try printing again.
If the printer still does not respond, then continue to the next step.

Step 3: Check the Port Setting

Back in the “Printers and Faxes” or “Devices and Printers” window, right-click on the entry for your DuraLabel printer, and choose Properties or Printer Properties. (These are the advanced controls for your printer.) Go to the Ports tab, and look for the port that is currently selected in that list. The port name should begin with “USB,” followed by a number. Select an available USB port, if one was not already selected. Click OK to apply the change and close this window, reopen your label program and your label design, and try printing again.

If you are still unable to print, there may be a problem in the part of Windows that controls the printer. Simply restart the computer to correct this. After restarting, try printing your label once more.

If you are still unable to print after restarting your computer, please contact our support team for help.

The printer is looking to cut on a mark, but can't find it. This may be caused by an incompatible ribbon, or by incorrect instructions that Toro is trying to follow. Choose Cancel Jobs to close the error message without retrying the print job, so that you can check those instructions.

Save your label design, and close out of the label design program. Click on the printer icon in the taskbar at the top of the Toro home screen. This will open a window for the basic print settings.

Under Supply Calibration, make sure that the selection matches the type of label stock in the printer:

  • Continuous (a roll of uninterrupted label stock)
  • Black Mark (a roll of pre-printed label stock, with a black mark on the backing between labels)
  • Die-Cut (a roll of pre-cut labels, ready to peel off one by one)

If you are using Die-Cut labels, the printing ribbon will need to be Premium and not Petroleum-Resistant. (Petroleum-Resistant ribbon has part numbers ending in 20; Premium ribbon has part numbers ending in 10.)

If this setting was already correct, and you are using a compatible ribbon, then click the Calibrate button to have Toro feed some of the label stock through and re-adjust its internal sensors. (Once it stops, you can open the Toro and roll the label stock back in — making sure that the front edge of the label stock is going over the rubber roller near the front of the printer — or press Trim Label to cut off the extra supply and get a clean edge for your next label.)

Apply the changes, reopen your label program and your label design, and try printing again. If you see the same error again, please contact our support team for help.

The Toro should be aligning itself to a gap or mark, but instead is only printing and cutting based on the label length. To fix this, we just need to give the Toro the right instructions.

Save your label design, and close out of the label design program. Click on the printer icon in the taskbar at the top of the Toro home screen. This will open a window for the basic print settings.

Under Supply Calibration, make sure that the selection matches the type of label stock in the printer:

  • Continuous (a roll of uninterrupted label stock)
  • Black Mark (a roll of pre-printed label stock, with a black mark on the backing between labels)
  • Die-Cut (a roll of pre-cut labels, ready to peel off one by one)

If this setting was already correct, then click the Calibrate button to have Toro feed some of the label stock through and re-adjust its internal sensors. (Once it stops, you can open the Toro and roll the label stock back in — making sure that the front edge of the label stock is going over the rubber roller near the front of the printer — or press Trim Label to cut off the extra supply and get a clean edge for your next label.)

Apply the changes, reopen your label program and your label design, and try printing again. If you see the same error again, please contact our support team for help.

This problem usually comes up with labels that are more than thirty inches long, printed from older Toro systems. For these labels, you may need to use a special Extended Print option. You can also contact our support team for help.

Save your label design, and close out of the label design program. Click on the printer icon in the taskbar at the top of the Toro home screen. This will open a window for the basic print settings.

Under Manual Settings, make sure that the Cut option is set to Ext (for Extended Mode). You will see a message in red noting that this is for DuraSuite only. Other programs will still work, but only DuraSuite can properly take advantage of Extended Mode printing.
If your label design is in DuraSuite, apply the changes, reopen your label, and use the Print Special option to retry printing.

If you do not see an “Ext” option in the printer settings, or if you are still unable to print normally, please contact our support team for help.

The ribbon may not be feeding onto its take-up roll correctly, or the printer may simply be following incorrect instructions. We can correct both problems very quickly.

Step 1: Check the Ribbon Loading

Open the Toro's lid and raise the print head mechanism, as if you were going to change all the supplies. (You can watch a video of the loading process for clarification, if you’d like.)

Make sure that the ribbon unrolls from the back of the source roller on the underside of the print carriage. Then, it should run forward underneath the metal print head, up around the front of the carriage, and finally up the front of the front roller. You may need to re-tape the ribbon onto this take-up roller. Make sure that each ribbon spool is seated correctly; each spool has a notch on the end that will engage with a tab on the wheel that holds it.

Lower the print carriage until it latches into place, and close the lid.

Step 2: Check the Driver Settings

After checking the supply loading, minimize any open windows until you can see the Toro home screen, and click on the printer icon in the taskbar. This will open a window for the basic print settings. Under Advanced, click the Driver button to open the detailed controls.

Go to the Stock tab of this window, and look for the checkbox for “Use Current Printer Settings” at the top of this tab. If this option is checked, un-check it. Then, set the Print Method to Thermal Transfer. Click OK to apply those changes and close the window.

Try printing your label again. If you are still unable to print normally, please contact our support team for help.

One of the printer’s internal sensors is having trouble detecting the label stock. This is usually a very quick fix.

Remove any other rolls of label stock from the area of the printer, and click the Clear Error button to clear the error message and retry the print job. If the same error returns, we’ll need to double-check the label stock that you are using.

Open the printer lid and look at the label stock that is loaded, located in the right side of the system as you face the screen and keyboard. The roll of label stock should have a pair of black plastic end caps, and the label stock should unroll from the top of the roll. It should then feed to the left, underneath the print head and between the two moveable gray guides. Finally, it should reach over the dark gray rubber roller. (You can watch a video of the loading process for clarification, if you’d like.)

After checking the supply loading, close the lid. Minimize any open windows until you can see the Toro home screen, and click on the printer icon in the taskbar. This will open a window for the basic print settings. Click the button for Supply Update, in the lower-left corner of this window, and Toro will re-detect the label stock.

Then, try printing your label once more. If you are still unable to print, please contact our support team for help.

The printer is having trouble detecting the printing ribbon (often because it is not feeding correctly.) There may even be no printing ribbon loaded.

Step 1: Check the Ribbon Loading

Open the Toro's lid and raise the print head mechanism, as if you were going to change all the supplies. (You can watch a video of the loading process for clarification, if you’d like.)

Make sure that the ribbon unrolls from the back of the source roller on the underside of the print carriage. Then, it should run forward underneath the metal print head, up around the front of the carriage, and finally up the front of the front roller. Make sure that each ribbon spool is seated correctly; each spool has a notch on the end that will engage with a tab on the wheel that holds it. Lower the print carriage until it latches into place, and close the lid.

Click the Clear Error button on the error message to clear the error and retry the print job. (If the error message has already closed, but the “!” light is still blinking, then minimize any open windows until you can see the Toro home screen. Click on the printer icon in the task bar to bring up the error message again, and click Clear Error.)

If you needed to correct the ribbon loading, try printing your label again. If the error returns, continue to Step 2.

Step 2: Reset and Recalibrate

Save your label design, and close any open programs. Turn off the Toro, wait about five seconds, and turn it back on.
Click on the printer icon in the taskbar at the top of the Toro home screen. This will open a window for the basic print settings. Click the Calibrate button to have Toro feed some of the label stock through and re-adjust its internal sensors. Then, open your label design again and try printing it once more. If the error returns again, please contact our support team for help.

It is possible to send the printer too much information at once — that is, as a single very long page. The printer will do what it can, and then stop. There is a simple solution to this problem.

We need to split your long design into multiple “pages”, and instruct the printer not to cut between the pages of that sign (leaving them connected end-to-end). The actual steps for this process vary from one program to another, so please contact our support team for help.

The DuraLabel Toro can handle single pages up to 30 inches long.

Either there is no label stock loaded, or the printer is having trouble detecting the label stock. If you are not printing right now, you can continue to use the system’s other functions normally. When you are ready to print, be sure to load the correct material in the correct orientation. (You can watch a video of the loading process for clarification, if you’d like.)

If there is already supply loaded, click on the printer icon in the taskbar at the top of the Toro home screen. This will open a window for the basic print settings. Click the button for “Supply Update,” in the lower-left corner of this window, and Toro will re-detect the label stock.

If you still see the red “X”, or if you are still unable to print, please contact our support team for help.

The printer is not yet ready to print. Usually, this is because the print head mechanism is not latched down all the way. Open the lid of the Toro, and press firmly on both of the textured areas on the print head mechanism. (You can watch a video of the loading process for clarification, if you’d like.) The light will change to solid green.

If you are still unable to print, please contact our support team for help.

The printer is paused. Press the feed button, right next to the light. The light will change to solid green. (Toro may print out the labels that you were waiting for, too.)

If you are still unable to print, please contact our support team for help.

The supply cartridge may catch in the system during loading. Turn the ribbon rewind knob on the cartridge counter-clockwise about a quarter of a turn, and try fitting the cartridge into place again.

If the cartridge seems to be in place, but the locking knob will not turn, the cartridge may need more pressure to fit down correctly. Apply a pressure to the top of the cartridge with one hand while turning the knob with the other hand.

If the cartridge is in place, but the screen still shows an error message (“Lock Open, Printer Not Ready; Please Secure Cartridge Lock”) then the locking mechanism may not have engaged properly. Open the locking knob, and re-lock it, listening for a click. If no click is heard, remove the cartridge entirely, and make sure that there is no foreign material in the system or on the underside of the cartridge. If you are still unable to get the cartridge in properly, please contact our support team for help.

The clock and calendar can be easily reset. Press Setup and scroll to the bottom of the list. There, highlight Set Time/Date and press the right arrow key. Use the arrow keys here to set the time and date accurately. Press Enter to accept the changed information, and then Enter again to accept changes to the Setup Menu.

Graphic Products is based in the United States, so our systems use US Customary measurements by default — however, it is easy to change the defaults measurements to Metric.

Press Setup, highlight Set Defaults, and press the right arrow key. In this menu, set the “FontSize” and/or the “UnitsOfLength” settings to “cm.” Press Enter to accept the changed defaults, and then Enter again to accept the changes on the Setup menu.

After this point, all information will appear in the new measurements, even if you turn off the system and come back to it later.

The printing ribbon may have unwound slightly in transit, allowing it to catch in the system during loading. This can wrinkle the printing ribbon, which would cause these print quality problems. We just need to roll the ribbon into a fresh, unwrinkled area.

Start by turning the cartridge lock knob to the “open” position and removing the cartridge. Turn the ribbon rewind knob on the cartridge counter-clockwise a full rotation or so. Then, return the cartridge to its place, lock it down, and try printing again.

If you are still unable to print properly, please contact our support team for help.

The label stock may have slipped behind the “platen” roller. We need to move it back into place.

Turn the cartridge lock knob to the “open” position and remove the cartridge. Find the label stock (the “paper”) and pull it forward, so it reaches out past the cartridge opening. Make sure the tape is fed through the two guides at the cartridge exit. Then, return the cartridge to its place, lock it down, and try printing again.

If you are still unable to print properly, please contact our support team for help.

Lobo is trying to save your label design onto an optional SD card, but the card is not being red properly (and may be missing.) The SD card needs to be present when the Lobo is powered on. Save your design to the Lobo system, turn off the system, and make sure your SD card is properly inserted. Then, turn your Lobo back on again.

You may also encounter this error if you are trying to copy a file to the SD card, but the filename has a space in it. You can rename the file in order to transfer it properly.

If you have other questions, please contact our support team for help.

The printer hasn’t received any printing instructions. This is a communication problem; we’ll need to check each part of the connection between your computer and the printer.

Step 1: Check the Physical Connection

First, turn off the printer and check the USB cord to make sure that it hasn’t come loose at either end. If the cord is secure, turn the printer on again. This may be all it takes to start printing again. If not, then continue to the next step.

Step 2: Check for the “Use Printer Offline” Setting

Save your label design and close the design program. Then, access the printer controls:

  • If you use Windows XP, go through your computer’s Start Menu to the Control Panel, and open the “Printers and Faxes” window.
  • If you use Windows Vista or Windows 7, go through your computer’s Start Menu to the Control Panel, and open the “Devices and Printers” window.
  • If you use Windows 8 or Windows 8.1, go through your computer’s Charms Bar to the Control Panel, and open the “Devices and Printers” window.
  • If you are using a Mobile Print Station, go through the “Programs” menu in the main screen toolbar and select “Printer Panel.”

Find the entry in this window for your DuraLabel Lobo. If you see more than one entry for the same printer, or if you do not see any entry at all for the Lobo, stop, and contact our support team for help.

Double-click on the printer icon to open the Print Queue, and look in the Printer menu in the top left for an option to Use Printer Offline. If that option is checked, click on it to remove the checkmark. Any jobs in the queue will be re-sent, and may print out correctly. If there are no jobs in the queue, reopen your label program and your label design, and try printing again.
If the printer still does not respond, then continue to the next step.

Step 3: Check the Port Setting

Back in the “Printers and Faxes” or “Devices and Printers” window, right-click on the entry for your DuraLabel printer, and choose Properties or Printer Properties. (These are the advanced controls for your printer.) Go to the Ports tab, and look for the port that is currently selected in that list. The port name should begin with “USB,” followed by a number. Select an available USB port, if one was not already selected. Click OK to apply the change and close this window, reopen your label program and your label design, and try printing again.

If you are still unable to print, there may be a problem in the part of Windows that controls the printer. Simply restart the computer to correct this. After restarting, try printing your label once more.

If you are still unable to print after restarting your computer, please contact our support team for help.

Got it! The printer is looking to cut on a mark, but can't find it. Most likely, we need to correct the printer’s settings to resolve this problem. Save your label design and close the design program. Then, access the printer controls:

  • If you use Windows XP, go through your computer’s Start Menu to the Control Panel, and open the “Printers and Faxes” window.
  • If you use Windows Vista or Windows 7, go through your computer’s Start Menu to the Control Panel, and open the “Devices and Printers” window.
  • If you use Windows 8 or Windows 8.1, go through your computer’s Charms Bar to the Control Panel, and open the “Devices and Printers” window.
  • If you are using a Mobile Print Station, go through the “Programs” menu in the main screen toolbar and select “Printer Panel.”

Find the entry in this window for your DuraLabel printer. If you see more than one entry for the same printer, stop, and contact our support team for help.

Right-click on the entry for your DuraLabel printer, and choose Printing Preferences. (These are the default settings for this printer.) Go to the Stock tab, and look at the Type drop-down menu. The supply type selected here needs to match the supply type that you are using:

  • Labels with Gaps (a roll of “die-cut” labels, ready to peel off one by one)
  • Labels with Marks (a roll of pre-printed labels, separated by black lines on the backing)
  • Continuous (a roll of uninterrupted label stock)

Correct this selection, and click OK to save changes and close this window. Then, reopen your label design, and try printing again. If the same thing happens again, then please contact our support team for help.

The printer is waiting for the cutter mechanism. Operate the manual cutter by pressing down firmly on the lighter-colored actuator. After the label is cut, the light will change to solid green. If you are still unable to print, please contact our support team for help.

The printer is having trouble detecting the label stock (your printer’s “paper”), possibly because it is not feeding correctly.

Turn off the printer using the switch in the back, near the black power cord. Open the printer and raise the print head mechanism, as if you were going to change all the supplies. (You can watch a video of the loading process for clarification, if you’d like.)

Look at the label stock that is loaded, in the back of the printer. The roll of label stock should be centered on its spindle, and the material should unroll from the top of the roll. It should then feed forward, underneath the print head mechanism and between the two moveable gray guides. Finally, it should reach over the dark gray rubber roller. Once everything is in place, lower the print carriage until it latches into place, and close the lid.

Turn the printer back on and try printing your label again. If the error returns, please contact our support team for help.

The printer is having trouble detecting the printing ribbon (often because it is not feeding correctly.) There may even be no printing ribbon loaded.

Turn off the printer using the switch in the back, near the black power cord. Open the printer and raise the print head mechanism, as if you were going to change all the supplies. (You can watch a video of the loading process for clarification, if you’d like.)

Make sure that the ribbon unrolls from the back of the source roller on the underside of the print carriage. Then, it should run forward underneath the metal print head, up around the front of the carriage, and finally up the front of the front roller. Make sure that each ribbon spool is seated correctly; each spool has a notch on the end that will engage with a tab on the wheel that holds it. Lower the print carriage until it latches into place, and close the lid.

Turn the printer back on and try printing your label again. If the error returns, please contact our support team for help.

The printer hasn’t received any printing instructions. This is a communication problem; we’ll need to check each part of the connection between your computer and the printer.

Step 1: Check the Physical Connection

First, turn off the printer and check the USB cord to make sure that it hasn’t come loose at either end. If the cord is secure, turn the printer on again. This may be all it takes to start printing again. If not, then continue to the next step.

Step 2: Check for the “Use Printer Offline” Setting

Save your label design and close the design program. Then, access the printer controls:

  • If you use Windows XP, go through your computer’s Start Menu to the Control Panel, and open the “Printers and Faxes” window.
  • If you use Windows Vista or Windows 7, go through your computer’s Start Menu to the Control Panel, and open the “Devices and Printers” window.
  • If you use Windows 8 or Windows 8.1, go through your computer’s Charms Bar to the Control Panel, and open the “Devices and Printers” window.
  • If you are using a Mobile Print Station, go through the “Programs” menu in the main screen toolbar and select “Printer Panel.”

Find the entry in this window for your DuraLabel printer. If you see more than one entry for the same printer, stop, and contact our support team for help.

Double-click on the printer icon to open the Print Queue, and look in the Printer menu in the top left for an option to Use Printer Offline. If that option is checked, click on it to remove the checkmark. Any jobs in the queue will be re-sent, and may print out correctly. If there are no jobs in the queue, reopen your label program and your label design, and try printing again.

If the printer still does not respond, then continue to the next step.
Step 3: Check the Port Setting

Back in the “Printers and Faxes” or “Devices and Printers” window, right-click on the entry for your DuraLabel printer, and choose Properties or Printer Properties. (These are the advanced controls for your printer.) Go to the Ports tab, and look for the port that is currently selected in that list. The port name should begin with “USB,” followed by a number. Select an available USB port, if one was not already selected. Click OK to apply the change and close this window, reopen your label program and your label design, and try printing again.

If you are still unable to print, there may be a problem in the part of Windows that controls the printer. Simply restart the computer to correct this. After restarting, try printing your label once more.

If you are still unable to print after restarting your computer, please contact our support team for help.

The printer is waiting for the cutter, or is paused. If you have a manual cutter, operate it by pressing down firmly on the lighter-colored actuator. If you have an automatic cutter, or if nothing changes when you operate the manual cutter, press the feed/pause button on top of the printer; the light will change to solid green. The printer may also print out the next label that you were waiting for. If you are still unable to print, please contact our support team for help.

The printer is having trouble detecting the label stock (your printer’s “paper”), possibly because it is not feeding correctly.

Turn off the printer using the switch in the back, near the black power cord. Open the printer and raise the print head mechanism, as if you were going to change all the supplies. (You can watch a video of the loading process for clarification, if you’d like.)

Look at the label stock that is loaded, in the back of the printer. The roll of label stock should be centered on its spindle, and the material should unroll from the top of the roll. It should then feed forward, underneath the print head mechanism and between the two moveable gray guides. Finally, it should reach over the dark gray rubber roller. Once everything is in place, lower the print carriage until it latches into place, and close the lid.

Turn the printer back on and try printing your label again. If the error returns, please contact our support team for help.

Got it! The printer is looking to cut on a mark, but can't find it. Most likely, we need to correct the printer’s settings to resolve this problem. Save your label design and close the design program. Then, access the printer controls:

  • If you use Windows XP, go through your computer’s Start Menu to the Control Panel, and open the “Printers and Faxes” window.
  • If you use Windows Vista or Windows 7, go through your computer’s Start Menu to the Control Panel, and open the “Devices and Printers” window.
  • If you use Windows 8 or Windows 8.1, go through your computer’s Charms Bar to the Control Panel, and open the “Devices and Printers” window.
  • If you are using a Mobile Print Station, go through the “Programs” menu in the main screen toolbar and select “Printer Panel.”

Find the entry in this window for your DuraLabel printer. If you see more than one entry for the same printer, stop, and contact our support team for help.

Right-click on the entry for your DuraLabel printer, and choose Printing Preferences. (These are the default settings for this printer.) Go to the Stock tab, and look at the Type drop-down menu. The supply type selected here needs to match the supply type that you are using:

  • Labels with Gaps (a roll of “die-cut” labels, ready to peel off one by one)
  • Labels with Marks (a roll of pre-printed labels, separated by black lines on the backing)
  • Continuous (a roll of uninterrupted label stock)

Correct this selection, and click OK to save changes and close this window. Then, reopen your label design, and try printing again. If the same thing happens again, then please contact our support team for help.

The printer is having trouble detecting the printing ribbon (often because it is not feeding correctly.) There may even be no printing ribbon loaded.

Turn off the printer using the switch in the back, near the black power cord. Open the printer and raise the print head mechanism, as if you were going to change all the supplies. (You can watch a video of the loading process for clarification, if you’d like.)

Make sure that the ribbon unrolls from the back of the source roller on the underside of the print carriage. Then, it should run forward underneath the metal print head, up around the front of the carriage, and finally up the front of the front roller. Make sure that each ribbon spool is seated correctly; each spool has a notch on the end that will engage with a tab on the wheel that holds it. Lower the print carriage until it latches into place, and close the lid.

Turn the printer back on and try printing your label again. If the error returns, please contact our support team for help.

The “spiritual successor” to the 4TTP is the DuraLabel PRO 300; most of the supplies used with the PRO 300 will also work with the 4TTP. Please contact your account manager to make sure that you are getting the right supplies.

Often, this is the result of a battery problem. If possible, plug in the battery charger and try turning the system on again; if the system works while plugged in, the battery needs to be recharged.

If the DuraLabel 2000 / 2000 PLUS is operating in extreme temperatures, the battery may not respond normally. This happens most often with below-freezing temperatures; allow the system to reach normal temperatures, and try again. The DuraLabel 2000 / 2000 PLUS was designed for operating temperatures from 40°F to 120°F (about 5°C to 50°C).

If the battery has been allowed to charge, and the system is at a normal temperature, then the internal settings of the printer may need to be reset.

  • If you have the original DuraLabel 2000 (blue), then remove the battery, press and hold the ESC key, and put the battery back in. Hold the ESC key for ten seconds, then release it; the system will turn on.
  • If you have the DuraLabel 2000 PLUS (gray), press and hold the power key, and then press and hold the ESC key as well. Release the power key first, then release the ESC key.

If the printer still does not respond normally, please contact our support team for help.

The printer hasn’t received any printing instructions. This is a communication problem; we’ll need to check each part of the connection between your computer and the printer.

Step 1: Check the Physical Connection

First, turn off the printer and check the USB cord to make sure that it hasn’t come loose at either end. If the cord is secure, turn the printer on again. This may be all it takes to start printing again. If not, then continue to the next step.

Step 2: Check for the “Use Printer Offline” Setting

Save your label design and close the design program. Then, access the printer controls:

  • If you use Windows XP, go through your computer’s Start Menu to the Control Panel, and open the “Printers and Faxes” window.
  • If you use Windows Vista or Windows 7, go through your computer’s Start Menu to the Control Panel, and open the “Devices and Printers” window.
  • If you use Windows 8 or Windows 8.1, go through your computer’s Charms Bar to the Control Panel, and open the “Devices and Printers” window.
  • If you are using a Mobile Print Station, go through the “Programs” menu in the main screen toolbar and select “Printer Panel.”

Find the entry in this window for your DuraLabel 7000. If you see more than one entry for the same printer, stop, and contact our support team for help.

Double-click on the printer icon to open the Print Queue, and look in the Printer menu in the top left for an option to Use Printer Offline. If that option is checked, click on it to remove the checkmark. Any jobs in the queue will be re-sent, and may print out correctly. If there are no jobs in the queue, reopen your label program and your label design, and try printing again.

If the printer still does not respond, then continue to the next step.

Step 3: Check the Port Setting

Back in the “Printers and Faxes” or “Devices and Printers” window, right-click on the entry for your DuraLabel printer, and choose Properties or Printer Properties. (These are the advanced controls for your printer.) Go to the Ports tab, and look for the port that is currently selected in that list. The port name should begin with “USB,” followed by a number. Select an available USB port, if one was not already selected. Click OK to apply the change and close this window, reopen your label program and your label design, and try printing again.

If you are still unable to print, there may be a problem in the part of Windows that controls the printer. Simply restart the computer to correct this. After restarting, try printing your label once more.

If you are still unable to print after restarting your computer, please contact our support team for help.

This message usually means that one of the printer’s internal sensors is having trouble detecting the label stock. This is usually a very quick fix, especially if the label stock was changed while the printer was still on. (That's the most common cause for this problem.)
Remove any other rolls of label stock from the area of the printer. Then, turn off the printer, give it a few seconds, and turn it on again. Try to print a few labels. If you encounter the same error again, please contact our support team for help.

THIS

How-To Videos

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Contact

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