Printing doesn't work

Trail says printing was successful, but the printer didn't start printing the labels

If this happens, the reason could be in the internet connection or in the printer. Please check the following steps below. If the printer still doesn't start working, contact Trail support (support@trail.fi).

Check if the printer is turned on
There generally should be indicators for the printer that tell you it's turned on. Flashing lights or a message on screen.

Check that you have selected the correct printer
With multiple that have similar names, it's easy to mistake one for the other.
It can be helpful to have the printers name taped to a visible place.

Are all cables connected?
Please check that all cables are well connected and no cables are either loose or detached.

Is the paper not aligned properly?
The printing can get misaligned by improper ripping while taking printed stickers. This can cause future stickers to get weird off to the side prints. To avoid this please pull directly down before tearing the paper off. 

Network
If you are using a network cable, please check that it is well connected and not loose from either end. If you are using Wi-Fi, please check that the password has not been changed. If it is, please contact Trail support.

Does the printer show an error message?
If the printer is showing an error then troubleshooting it would be the best course of action.
Printer errors that we have encountered and their solutions are the following.

  • Syntax Error: First turn off the printer, wait a couple of seconds and then turn it back on.
  • Head open: The printers lid is open. Ensure that the lid is properly closed by giving the lid a good press downward.
  • Paper Jam: The printers output has jammed and needs to be unclogged. Generally pressing feed can help, but it may need additional help by opening the lid and setting the printing paper properly.
  • No paper: Printable paper has run out and need's to be refilled.

Restart printer and external server

1. Turn off both printer and external printing server (small box)

2. Wait for 30 seconds

3. First turn the external server back on. The external server is on, when there is a small red light under the server (picture below)

72905b57a739a5c57225c54159bee327.png4. Turn on the printer

5. Print one test label from your Trail environment

6. If the label still doesn't get printed, please contact Trail support

Accidental input of too many prints
Setting too many stickers to print or incorrect amounts of same sticker can be stopped by following these instructions.

  1. press pause on the printer.
  2. wait for 5-10 minutes until the on-line light turns off.
  3. Turn the printer off for 10s.
  4. turn the printer on.

Following these steps should clear the printers memory of all printing orders.