Troubleshooting Printer and Printing Issues

Below are common printer and printing issues with ways to troubleshoot them or resolve them. If all fail, please submit a ticket to support@freightpop.com

Non compatible printers: Arcscan, Zebra 500 series (500, 505)

  • Connector keeps crashing:
    1. This is due to multiple connectors running having the same credentials or station key.

  • Labels are not printing to the printer:
    1. Make sure the printer is selected and preferences are enabled.
    2. Make sure the printer connector is running on the PC where the printer connector is installed.
    3. Make sure the Parcel Label Printing on the company page under the documents and labels tab is not set to Label on Standard Paper.
    4. Check the printer logs and see if you can see the label getting to the printer connector. If the label or document is not making it to the printer, it may be because the printer is not activated on the set up or it has the wrong path settings.
    5. Confirm that a document can be sent to the printer outside of FreightPOP. This should be a pdf or zpl document that is not a printer test page. It must be sent to the printer.

  • Blank Labels:
    1. Check the settings of the printer in User Profile and uncheck the Zebra Printer checkbox if it’s checked off. If it’s not checked off, then check it off.
      • Below is an example of the setting when printers are linked to the user directly vs when a user has workstation printing enabled. (Workstation settings will need to be updated on the Company page.)

  • Labels look too big: 
    1. Check the settings of the printer in FreightPOP and uncheck the Zebra Printer checkbox if it’s checked off. If it’s not checked off, then check it off.
      • Below is an example of the setting when printers are linked to the user directly vs when a user has workstation printing enabled. (Workstation settings will need to be updated on the Company page.)(Note: QL420plus zebra model that will not support the “Is zebra printer” box)
  1. Check the dpi setting in User Profile and set it to match the printer’s allowable dpi.
  2. If this doesn't work, check the printer preferences on the PC that the printer is connected to. Make sure the label size is set to 4x6 or proper label size being used.

  • Labels look too small:
    • Make sure the Parcel Label Printing setting is NOT set to Label on Standard Paper in the company page under Documents and Labels.
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  • Bring up printer properties for the printer
    1. Click Advanced
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    2. Click Printing Defaults....
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    3. Under Size, change the label size to match with your thermal labels. Click OK once you are done changing the label sizes.


    4. Click OK to exit the window. You've successfully changed the label size on your Zebra printer.
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  • Labels are upside down or backwards:
    1. You may need to check off the appropriate printer setting to Rotate Label, Invert Label or Both. Including the dpi setting.

  • Labels look blurry or unclear:
    1. Download the Zebra Utility Manager software from the disc that came with their printer or from https://www.zebra.com/us/en/support-downloads/printer-software/printer-setup-utilities.html
    2. Run the utility manager software and select the printer from the available list by clicking on it.
    3. Select Configure Print Quality

    4. Click Next
    5. Number of labels to print: 4
    6. Click Next
    7. The software will print 4 test labels. Use the two-digit identifier on the label that appears to be the clearest and select it in the utility manager


    8. Click Finish

  • Labels printing out of format (half or partial label):
    1. Have the user download the Zebra Utility Manager software from the disc that came with their printer or from https://www.zebra.com/us/en/support-downloads/printer-software/printer-setup-utilities.html
    2. Run the utility manager software and select the printer from the available list by clicking on it.
    3. Open Printer Tools


    4. Click the Action Tab and select Calibrate Media. Click Send.
    5. The printer will generate a few blank labels while it calibrates.

      • Change the label size settings for the Zebra printer.
        1. Click on the Windows start button
        2. Type Printers and Scanners. Select the item in the search results to open the window.

        3. Select your Zebra printer in the list and click Printer Properties

        4. Click on Preferences.

        5. Under Size, change the label size to match with your thermal labels. You can change the unit under Paper Format, if required. Click [OK] once you are done changing the label sizes.

      • You may also need to change the label size settings for your Zebra printer in the Printing Defaults section.
        1. In Printer Properties, click Advanced. Then, click Printing Defaults.


        2. Under Size, change the label size to match with your thermal labels. You can change the unit under Paper Format, if required. Click [OK] once you are done changing the label sizes.