We’re here to help. If you’re struggling to print a label, simply read our troubleshooting tips to try and resolve the issue.

Quick Tricks

• Always ensure your mobile device and printer are near one another. If they’re too far away, they may lose their connection.
• Turn your printer off, and then on again. If it still won’t print, try doing the same with your mobile device.

No luck? Remember, there’s always the option to print your labels using a cable connection. Check the back of your printer or your Dropit Fulfillment Box for your printer cable, and follow these easy steps…

• Connect the cable to your mobile
• You’ll then see the following pop-up:

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• Tick the box that appears next to ‘Always open Dropit…’ and click ‘OK’
• You’re now ready to start printing your labels
• There’s no need to worry if the pop-up doesn’t appear. This means that it has already been ticked and confirmed by the operational team, and you can start printing right away

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Mobile device FAQ's:

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1.  How do I check to see if my mobile is paired to the printer?

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• Simply go to the home screen of your mobile and tap the icon  

• You should be able to see the printer name under the ‘Paired devices’ section of the menu:
  

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2.  How do I connect my mobile to the printer via Bluetooth®?

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• Simply go to the home screen of your mobile and tap the icon  

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• The printer name should appear under the 'available devices' section of the menu:

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• Select your printer from the list, and you’ll see the following pop-up:
  

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• Press ‘OK’ to pair the device.

• Always check that there’s only one device that appears in the ‘Paired devices’ list that has a printer icon. If there are more than one, you’ll need to forget the other device(s) by following the steps in our next answer…

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3.  How do I remove a paired printer?

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• Simply go to the home screen of your mobile and tap the icon  

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• Click the cog icon that appears next to the printer under ‘Paired devices’:

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• The following message will appear:

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• Click 'FORGET' to unpair the printer
• If you’d like to reconnect your device, simply follow the steps from question two

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Printer FAQ's:

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1.  How do I connect the printer to my mobile device via Bluetooth®?

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• First, make sure that your printer is turned on, then press ‘Menu’
  
• Press ▲ or ▼ to select ‘Bluetooth’, and then press ‘OK’
• Press ▲ or ▼ to select ‘On’, and then press ‘OK’
• Bluetooth® should now be enabled, and the Bluetooth® icon should appear on your screen

• Next, you’ll need to use your mobile to locate and list the pairable Bluetooth® devices that are closeby...

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• Simply go to the home screen of your mobile and tap the icon  

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• The printer name should appear under the ‘Available devices’ section of the menu

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• Select your printer from the list, and you’ll see the following pop-up:

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• Press ‘OK’ to pair the device

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2.  What if my printer is not printing labels, but the status says ‘receiving’?
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• If the ‘!’ indicator on the right-hand side flashes green, try switching off your printer for ten seconds, and then turn it on again

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3.  How do I install or change the RD/label roll?

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• Watch the below how-to video to find out more:

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4.  How do I remove a label that’s jammed in the printer?

• Turn off your printer and disconnect the AC adapter
• Then, open the RD/label roll compartment cover
• Remove the jammed labels and close the compartment cover

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5.  How do I prevent a label jam?

• If adhesive residue appears to be causing the issue, grab a damp cloth and try cleaning the label outlet
• If the roller has stopped moving freely, check the roller for dirt or lint, and clean if required
• Always triple-check to see if the label output slot is blocked. If you notice that the RD/label roll isn’t installed correctly, remove the RD/label roll and follow our previous tips to reinstall it
• Avoid using damp labels or an RD/label roll that has been exposed to high humidity
• Don’t reuse labels that have already been peeled off and restuck to the release paper - these may get stuck in the printer and cause additional damage

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 6.  What if I’m printing continuously and the printing suddenly stops?

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• The printer may have overheated, which causes the printer to pause and cool down
• You’ll notice a flashing orange light - simply wait until this stops to resume printing