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 do to resolve this:
- Adjust your Printer Settings within CUPS
- Use the correct printer drivers
- Install the latest version of Adobe Reader
Adjust your Printer Settings within CUPS
The label/media size for your labels printing to a thermal label printer should be set to 4.00"x6.00".
A Mac's default print settings are best configured using Apple's CUPS interface. To access CUPS and modify settings such as the default media size, please check out this support article.
Set Label DPI to match in CUPS and ShipEngine Settings
Most printers default to 203dpi, so make sure this is selected in CUPS (if available) 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
A driver is the software that allows your computer to communicate with your printers. Your Mac should have pre-installed drivers for every printer (the Dymo LabelWriter 4XL thermal is an exception to this, so use the driver and installation process found here).
CUPS allows you to select a different driver (if one is available) from the Modify Printer menu.
Once you select Modify Printer, click through two screens until you see the list of available drivers. You can then select a different available driver to test with.
Note: this primarily applies to Zebra printers, which have an option of both and EPL1 and EPL2 driver in CUPS. If one is selected, but you are unable to print a test label in CUPS, you can select the other and print a test label to see which is correct for your system.
Get Adobe Reader
ShipEngine uses PDF 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 open it up via your Mac's Application's folder to trigger the 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 Mac, 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.