Before you begin troubleshooting, you must verify which label printing system your organisation is currently using. This article provides troubleshooting steps exclusively for the legacy Blackbox label printing solution.
Note
This is a legacy label printing solution which is not recommended anymore. Instead, we recommend the PDF label printing solution.
Printer is in offline status
When your label printer appears offline, a full power cycle of the Blackbox and printer components can often resolve the issue. Please follow these steps in the precise order listed:
Unplug everything.
Plug the Dymo printer into the Blackbox.
Plug in the Dymo printer power cord.
Plug in the Blackbox ethernet cable.
Plug in the Blackbox power cord.
Problems with content size and visibility
If your labels are printing with incorrect sizing or content is being cut off, you may need to adjust the print settings configured for the Blackbox integration:
Try adjusting the Blackbox printer settings in Settings > General > Integrations > Label printing. Make necessary adjustments and attempt to print a test label.