FAQ

Why are there white lines across my prints?

A white line across prints is usually a sign that some contamination (dirt or grit) has gotten onto the printer's thermal head. To resolve this issue, use isopropyl alcohol and a lint free (lens cleaning) cloth, or Medi-Swabs (from a chemist) to clean your head. Simply, open the printer and gently wipe the head from side to side with the damp cloth. 

What can I do if my ink roll snaps?

A dirty thermal head may cause an ink roll to snap.  The hot thermal head causes the built up dirt to "melt" on the ink roll and this can cause it to stick to the paper roll and snap. 

To repair the ink roll, gently remove the ink cassette and pull the ink away from the paper.  Cut the torn edges of the ink roll straight with scissors, overlap them and join with sticky tape.  Roll the ink roll forward on the cassette to the used side to keep the join from running over the thermal head.

Lastly, use isopropyl alcohol and a lint free (lens cleaning) cloth, or Medi-Swabs (from a chemist) to clean your head. Simply, open the printer and gently wipe the head from side to side with the damp cloth. 

Should I remove the ink and paper from the printer if I am shipping it?

Yes, it is recommend that ink and paper are removed from printers before they are shipped.

These printers are precision devices with very tight tolerances - as the machine is jolted in transit, heavy media can stress and warp fine components. This can reduce the life of the printer or cause it to fail.