In this article, you will find help with known problems when using the document printer.
General tips for dealing with printer problems
Whenever problems occur with your document or label printer, first try printing a document outside the WMS App with the same printer.
If printing fails there as well, the problem is most likely not related to Pickware. In this case, check whether your printer firmware is up to date and whether there are any network problems. Your network administrator can help you with the latter.
If you are using a Zebra label printer, try configuring it with the Zebra Printer Setup Utilities. On the linked page, you will find the user manual as well as the manufacturer's suggested solutions.
If your printer works outside the WMS Apps, check the following points next:
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, check in the printer settings 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 App menu under Print jobs, check whether the print job has arrived. If there are jobs listed there, the problem usually lies with the printer itself, for example toner or paper. In that case, check the error display on the printer and whether it prints a test page.
Check whether the shipping method you are using actually generates the document. Which documents the WMS App prints is defined per shipping method, see the section WMS document printing in How do I configure Pickware WMS in the Pickware Admin?. If, for example, the invoice is missing on the shipping method you are actually using, it will not be printed.
In the following section, you will find some known problems 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 so that they can help you troubleshoot.
Known problems and solutions
The printer cannot be connected even though it is found by the printer search
In this case, hostname resolution does not seem to be working. The printer then has to be connected manually by entering the IP address and, if necessary, the port. If you do not know the IP address or port of your printer, you can usually find them in the user manual.
The shipping labels are printed too large, too small or cut off at the sides
First check whether the correct paper format has been selected. If you are unsure which format is correct, measure it with a ruler or tape measure. Also check whether the scaling options are set correctly. This should be set to Automatic or Fit to page (the exact name varies depending on the printer model).
It can also help to select the format Scaled Label (PDF) in the settings under Document Format. If this option is not 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 on this from your printer manufacturer.
The printout contains only gibberish characters
Selecting a different Document Format may solve this problem. For example, select PDF (if available) and try again. If this option is not available 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 enter 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. With DHL, for example, you can set the paper size in the business customer portal.
The printer prints very slowly
This problem can occur in particular with Brother printers. In this case, select the Document Format URF, if available.
The document is only displayed but not printed
If the WMS App only shows a document as a preview, no suitable printer is set up on this device for its paper format or document type. In the app, assign a printer under Settings → Printers.
Customs documents (CN23) and export documents do not have their own document type and are printed using the paper format Default DIN A4. You can find out how the assignment works in How do I set up a printer in the WMS App?
The app reports that no printer is configured for a document
The message Für dieses Dokument ist kein Drucker konfiguriert appears when the WMS App is supposed to print a document for which no printer is set up on the device. Whether the app prints a document depends on the shipping method: if the shipping method generates an invoice, for example, the app will also try to print it. You have two options:
Set up a printer for the document in the app. For customs documents (CN23), this is a printer under the paper format Default DIN A4.
Remove the document from the shipping method in the WMS document printing tile. If you still need the invoice, generate it via a Flow instead.
The printer is no longer found
One possible cause is a changed IP address of the printer. In the app, remove the printer under Settings → Printers, search for printers again and add it back. Restart the printer if necessary. If it is still not found, it is running under a different IP address than the one specified.
Also make sure that your iPhone or iPad and the printer are on the same Wi-Fi network and that the WMS App has access to the local network in the iOS settings.
An empty second label comes out after every label
In this case, the format of the shipping label does not exactly match the page size set on the printer, for example a DHL label of 103 × 150 mm with a page size set to 102 × 152 mm. Adjust the page size on the printer to the label format or set the scaling to Fit to page.
The barcode is shifted or the printout has streaks
If the shipping label is correct as a PDF in the Pickware Admin, but the printout is shifted or streaky, the cause lies with the printer. Calibrate the printer, clean the print head and roller, and test different label paper.