General tips for handling printer problems
Whenever problems occur with your document or label printer, first carry out the following steps:
Check whether your printer's firmware is up to date.
Check whether your app version is up to date.
Check whether your iOS version is up to date.
Check in the app, in the printer settings, whether your devices are set up correctly. If not, set them up again.
Check in the iOS settings whether your Pickware app(s) have access to the local network.
In the following section, you'll find some already known problems and their solutions. If the problem persists after following these steps, send us a bug report from within the app and then contact us via our support page so we can help you troubleshoot the issue.
Known problems and solutions
The printer won't connect even though it's found via printer search
In this case, the hostname resolution doesn't seem to be working. The printer then needs to be connected manually by entering the IP address and, if necessary, the port. If you don't know your printer's IP address or port, you can usually find this in the user manual.
The shipping labels are printed too large, too small, or cut off at the edges
First, check whether the correct paper size has been selected. If you're unsure which format is correct, measure it with a ruler or tape measure. Also check whether the scaling options are set correctly. Here, Automatic or Fit to page should be selected (the exact wording varies depending on the printer model). It can also help to select the Scaled Label (PDF) format under Document Format in the settings. If this option isn't available in the app, consult your printer's user manual. The format may be adjustable on the printer itself.
If the labels are still not printed correctly, you can manually calibrate the printer to the respective paper size. You can find more information about this here.
The printout only contains hieroglyphics
Selecting a different Document Format can solve this problem. For example, select PDF (if available) and try again. If this option isn't available in the app, consult your printer's user manual. The format may be adjustable on the printer itself.
The labels printed with the Zebra printer are blurry
The paper size in the app must match the paper size of the label. If the printer is connected via ZPL, you can enter the exact dimensions in mm in the app. If your printer is connected via IPP, select a document format that matches the label size as closely as possible. For example, with DHL you can set the paper size in the business customer portal.
The printer only prints very slowly
This problem can occur especially with Brother printers. In this case, select the URF document format if available.