8-2 Packet Reference Manual
If You Receive an Error Message
Any time you receive a message that is not described in this manual, or the recommended action
does not solve the problem, call Technical Support. Some errors are the result of communication
problems. In this case, reset your printer and reboot your computer. If you change any of the
online configuration packets, resend the format packet to the printer, so the configuration
changes take effect.
If the PC and Printer Are Not Communicating
If your PC is having trouble communicating with your printer, follow these steps:
♦ Check any messages that occur at the printer and at the computer. See the following error
message listing in this chapter for more information.
♦ Make sure you are using the correct printer cable.
♦ Make sure the cable is plugged into the correct port on the computer.
♦ Compare your printer’s communications settings (especially flow control) with the settings on
your PC. Your printer and PC communications should match. Print a test label to identify the
printer’s communication settings.
♦ Make sure the printer is online (ready to receive data).
If all of the above are correct, reset your printer. Try the function again. If you still can not
establish communications, call Technical Support.
Resetting the Printer
Sometimes, the printer receives mixed signals and loses its ability to communicate. If this
happens, reset the printer and attempt communication again. To reset the printer, turn off the
printer, wait 15 seconds, and turn it back on.
When you turn off the printer, all the information set through the online configuration packets (A-
M) is saved. See the sections in Chapter 2, “Configuring the Printer,” for more information about
each packet.
Calling Technical Support
Technical support representatives are available Monday through Friday during regular business
hours. Follow these steps before you call:
1. Make sure your PC and printer are properly connected.
2. Record any error messages that occurred.
3. Recreate the problem, if you can.
4. Check your port settings. Your problem may be corrected simply by changing the
communication settings.
5. List any changes that have recently been made to the system. Try to record what you were
doing when the problem occurred.
6. Reset your printer. For information on resetting your printer, see "Resetting the Printer."
7. Reboot your computer. Refer to your computer documentation for specific instructions.
8. Print a test label, see “Printing a Test Label” for more information.
Have the following information ready before you call: computer brand name and model, printer
model, other peripheral devices on your system, support agreement, contract number, or invoice
information, customer number, and printer serial number.
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