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Troubleshooting - Printer/Label Issues
Troubleshooting - Printer/Label Issues
Miles Dinsmore avatar
Written by Miles Dinsmore
Updated over a week ago

Click one of the issues listed below to see a list of possible causes and solutions.

Information for the wrong patient is being printed

Ensure no conflicting information is present in the browser:

  1. Close any additional browser tabs that are open with MJ Platform.

  2. Hard reload the page and clear the cache:

    1. In Chrome, press Ctrl + Shift + I to open the developer console.

    2. With the console open, right-click the normal Reload button ↻.

    3. Click Empty Cache and Hard Reload.

    4. Log back in to MJ Platform if you are logged out.

The printer is producing strange characters

Cause 1 - Dump mode

Your Zebra printer may be in Dump mode.

Press the feed button repeatedly until it prints out a label saying "Out of DUMP".

Cause 2 - User account restrictions

If you are logged into an account on your computer that doesn't have administrative privileges, this sometimes causes the operating system to not communicate properly with the printer.

Ensure the Windows/Mac user account you are logged into has full administrative privileges.

The printer does not show up at all

Cause 1 - Restart required

Sometimes the operating system on your computer encounters an internal error that prevents communication with some peripheral devices. This can especially be the case for newly installed printers. Alternatively, the cable connecting the printer to the computer can become loose over time.

If either is the case, unplug the printer from the computer, plug it back in, then restart the computer.

Cause 2 - Missing or outdated software component

MJ Platform requires the following software to be installed and up to date:

  • QZ Tray

  • Java

  • The printer driver

Check that all of these components are installed and working. For information on reinstalling one of these components, see Label Printer - Getting Started.

QZ Tray is running but will not interface with MJ Platform

It is possible that the QZ Tray is having a permission conflict with MJ Platform. To resolve the issue, complete the following steps:

  1. Right-click the QZ Tray icon on the Windows taskbar and click Advanced, then Site Manager.

  2. Delete all "MJ Freeway" entries from the list on both the Allowed tab and the Blocked tab.

  3. Click Close.

  4. Log out of MJ Platform, then log back in and select your facility.

  5. Open the QZ Tray window in MJ Platform:
    ​

    1. Open the App Drawer and click Inventory.

    2. Click any production run in the list to expand its row and display its packages.

    3. Click one of the production run's packages to expand its row.

    4. Click Label to open the Printing window.

  6. On the new QZ Tray popup window, select Remember this decision and click Allow.

  7. Repeat this procedure until the changes remain saved and issue is resolved.

Receiving Java "TimeoutException" error when printing batches of labels

There is currently a limit to the number of labels that can be printed at a time. For 2x1-inch labels, they can be printed in batches of 50 at a time. For larger labels, the limit is lower.

Print the labels in smaller batches.

Other printer hardware issues

If the printer malfunctions for some other reason, see the Zebra Printer support page

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