Are you using Mac (MacOS) and are you experiencing that your printer is not printing your labels correctly e.g.:

  • Label objects are positioned so they are taking up two labels
  • Label objects are too small or too big compared to the physical label

Follow the self-service troubleshooting guide below to solve the issue.

Start the troubleshooting by addressing the typical causes first. If this doesn't resolve the issue, move on to the alternative solutions.

Typical causes

1. Are your PDF settings set to 10x19 cm?

If the labels you are using are 10x19cm, your PDF settings need to be set up correctly under the menu Settings > Print > PDF settings.

Make sure that the Shipping label format is set to "10x19 cm" and perform a test print.

Has the issue been fixed?

Yes: Finish troubleshooting.

No: Go to the next step.

2. Is the paper size in your MacOS print settings adjusted to print labels at 10x19 cm?

MacOS print is preset to default settings and it might be necessary for you to adjust the paper size to 10x19 cm.

The adjustment is done through your Mac's system print dialog box.

Open the PDF file containing your shipping label directly from your Shipmondo account and click on ⌘P (command+p) on your keyboard.

If you are using Google Chrome, you need to click on ⌥⌘P (option+command+p) instead to open the system print dialog box.

Click on the dropdown Paper Size and choose Manage Custom Sizes.

Click on the Add button (+) to add a new paper size, then specify the paper size you need, in our case to width 100 mm and height to 190 mm.

Save your changes and perform a test print.

Has the issue been fixed?

Yes: Finish troubleshooting.

No: Go to the next step.

Alternative solutions

3. Calibrate your printer

If you have been through steps 1-2 and are still having trouble printing labels, then a calibration of the printer is the next step you should try in order to try and fix the issue.

Follow this link to calibrate a Zebra printer.

Perform a test print.

Has the issue been fixed?

Yes: Finish troubleshooting.

No: Go to the next step.

4. Restore printer factory settings

If you have been through steps 1-3 and are still having trouble printing labels, then try to restore the printer to its factory settings.

N.B. Restoring the printer factory settings will delete any previously (manually) set configuration from the printer. We recommend that you only do this if you are familiar with how to install and set up the printer again.

Follow this link to restore a Zebra printer to factory settings.

Perform a test print.

Has the issue been fixed?

Yes: Finish troubleshooting.

No: Go to the next step.

5. Contact our customer service

If you have been through steps 1-3 and perhaps 4, but are still having trouble printing labels, then contact our customer service for further assistance.

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