If you are experiencing problems printing parcel labels from a Mac, for example:
the label printer prints on two labels instead of one
the printed parcel label is too small or too large compared to the physical label
PostNord labels are printed in the wrong format on a Brother label printer
you can follow the guide below to troubleshoot the issue.
Note! We recommend that you start with the common causes.
If the issue is not resolved, you can continue with the alternative solutions. These are carried out at your own risk.
Common causes
1. Check your print format
If you print labels in the 10x19 cm format, this format must be selected correctly on your Shipmondo account.
Go to Account Settings > Print format under your company name at the top of the page.
Make sure that the format under Shipping label is set to "10x19 cm", and then perform a test print.
Has the issue been resolved?
Yes: You can end the troubleshooting.
No: Continue to the next step.
2. Check the print settings in MacOS
MacOS often uses standard paper sizes, so the printer must be configured to print in the 10x19 cm format.
The change is made in the print dialog when printing:
1. Download the PDF file with the shipping label from your Shipmondo account and open it on your computer.
2. Press ⌘P (command+p) on your keyboard to open the print dialog.
If you are using Chrome, press ⌥⌘P instead.
3. Click the dropdown menu next to Paper Size and select Manage Custom Sizes.
4. Create a new paper size with a width of 100 mm and a height of 190 mm.
5. Save the change and perform a new test print.
Has the issue been resolved?
Yes: You can end the troubleshooting.
No: Continue to the next step.
3. If PostNord labels are not printed correctly on a Brother label printer
In some cases, there may be issues printing PostNord labels correctly on a Brother printer. This may result in parts of the label being missing, or the label not being printed at all.
You can often solve this by running the following command in MacOS Terminal:
lpoptions -p printernavn -o media=103x190mm
Replace printername with the name of your printer.
If your printer is called Brother_QL_1110NWB, the command should look like this:
lpoptions -p Brother_QL_1110NWB -o media=103x190mm
It will look like this in Terminal:
Then press Enter and close Terminal.
After that, perform a new test print.
Has the issue been resolved?
Yes: You can end the troubleshooting.
No: Continue to the alternative solutions.
Alternative solutions
4. Calibrate the printer
If you are still experiencing issues after steps 1 and 2, calibrating the printer may solve the problem.
See how to calibrate a Zebra printer here.
Then perform a new test print.
Has the issue been resolved?
Yes: You can end the troubleshooting.
No: Continue to the next step.
5. Restore the printer to factory settings
If the issue continues, you can try restoring the printer to its factory settings.
Note! When you restore the printer, all configuration and settings will be deleted. We therefore only recommend this solution if you are familiar with reinstalling and setting up the printer afterwards.
See how to restore a Zebra printer to factory settings here.
Then perform a new test print.
Has the issue been resolved?
Yes: You can end the troubleshooting.
No: Continue to the alternative solutions.
6. Contact our Customer Success team
If you have gone through the steps above and are still experiencing problems printing labels, please feel free to contact our Customer Success team.