If your shipping labels are printing out in the correct format, but the labels themselves are coming out a little too small, or they're so big that portions of the label are getting cut off.
There are a few things you can try in order to resolve this:
- Check your printer settings
- Use the correct printer drivers
- Remove any unused, duplicate, or incorrectly configured printers
- Install the latest edition of Adobe Reader
Check your printer settings
The label/media size for your labels printing to a thermal label printer should be set to 4"x6". A printer that is installed to your Windows computer may have multiple places to configure default settings. If you navigate to your installed printers and right click one of them, you'll see two relevant options in the contextual menu: Printing Preferences and Printer Properties.
Double check that your Printing Preferences are set correctly, and dig deep into any Advanced settings that might be accessible through this option. You'll also want to click on Printer Properties in the contextual menu to ensure that any settings there are consistent with your Printing Preferences.
For an example on how to make these adjustments with a DYMO LabelWriter 4XL, check out this support article.
Ensure the Label DPI matches in ShipEngine Label Document Options and your Printer Preferences
Most printers default to 203dpi, so make sure this is select in your Printer Preferences and in Settings > Printing > Printing Setup > Document Options. Note: some Zebra printers do use 300dpi, so be sure to check your printer documentation if you are unsure which yours should use.
Use the correct printer drivers
Drivers are software that allow your computer to communicate with your printers. Your printer should have come with specific drivers for use with your version of Windows. If you don't have those printer drivers handy, a quick internet search will usually help you find them on the printer manufacturer's website. A best practice is to make sure that the correct driver is installed before plugging your printer into your computer for the first time.
The below links will get you to the manufacturer's driver download page:
Remove any unused, duplicate, or incorrectly configured printers
Uninstall any printer from your system that you no longer use by right clicking its icon, and selecting "Remove Printer" from the contextual menu. This will prevent the possibility that you are selecting an outdated printer with incorrect settings.
If you want to uninstall and reinstall your printer, follow the best practice described in Step 3 above. Plug the printer into a different USB port this time, so that Windows goes through a fresh setup process.
Get Adobe Reader
ShipEngine produces PDF document files by default, so it's best to make sure you have the most up to date version of Adobe's widely used PDF reader so that your workstation can interpret the documents correctly. You get the latest version of Adobe Reader here.
You'll need to agree to Adobe's Terms of Service before their software will be fully functional. Open up any PDF file already on your computer, or start up Adobe Reader as you would any other program on your PC. Either of these steps will trigger Adobe's Terms of Service prompt.
If the steps above don't resolve your issue, please open a support case.
Include your printer model, operating system, your best contact phone number, and a few good times for us to call (we're in Central time).
You'll also need to download and install TeamViewer for Windows, which can be found here. Be sure to select Personal Use and Basic Installation when installing. Our hardware specialists will want to share screens with you when they reach out to you by phone.