In this article, you'll find help for known issues when working with the document printer.
General tips for dealing with printer issues
Whenever issues occur with your document or label printer, first try printing a document outside of the WMS App using the same printer.
If printing also fails there, it's likely that the issue isn't related to Pickware. In this case, check whether your printer firmware is up to date and whether there might be network issues. Your network administration can help you with the latter. If you're using a Zebra label printer, try configuring it using the Zebra Printer Setup Utilities. On the linked page, you'll find the user manual as well as troubleshooting suggestions from the manufacturer.
If your printer works outside of the WMS App, next check the following points:
Check whether your printer firmware is up to date.
Check whether your app version is up to date.
Check whether your iOS version is up to date.
In the app, in the printer settings, check whether your device is set up correctly. If not, set it up again.
In the iOS settings, check whether the WMS App has access to the local network.
In the following section, you'll find some already known issues and their solutions. If the problem persists after following these steps, send us an error report from within the app and then contact our Support team so they can help you troubleshoot the issue.
Known issues and solutions
The printer can't connect even though it's found via the printer search
In this case, hostname resolution doesn't seem to be working. The printer must then be connected manually by entering the IP address and, if necessary, the port. If you don't know the IP or port of your printer, you'll usually find this information 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 format has been selected. If you're unsure which format is the right one, 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 may also help to select the Scaled Label (PDF) format under Document Format in the settings. If this option isn't available for selection in the app, consult your printer's user manual. The format may be adjustable on the printer itself. If the labels still don't print correctly, you can manually calibrate the printer to the respective paper size. You can find more information on this from your printer manufacturer.
The printout only contains hieroglyphics
Selecting a different Document Format can solve this issue. For example, select PDF (if available) and try again. If this option isn't available for selection in the app, consult your printer's user manual. The format may be adjustable on the printer itself.
Labels printed with the Zebra printer are blurry
The paper format in the app must match the paper format of the label. If the printer is connected via ZPL, you can specify the exact dimensions in mm in the app. If your printer is connected via IPP, select a document format that matches the size of the label as closely as possible. For example, with DHL, you can set the paper size in the business customer portal.
The printer prints very slowly
This issue can occur especially with Brother printers. In this case, select the URF document format, if available.