Basic Troubleshooting for Monarch Label Printers

This section outlines some basic steps you can take to troubleshoot problems with Monarch label printers.

The most common issues with these printers are:

• the printer is offline
• the printer needs recalibrating after changing ribbons and labels
• your IT department has installed a new printer driver
• loss of network connection.

Before you log a call on the Micronet Assist portal, there are some basic checks you should do. The procedures below guide you through these checks. At the end of this topic, there are links to the manufacturer's printer manuals which provide more detailed information and troubleshooting for your specific printer model.

Initial Steps

1. Is it a Monarch brand printer?

Yes – Go to the next step.

No – Micronet only supports Monarch brand printers. Please contact your printer manufacturer.

2. Is the model supported by Micronet?

The four key model numbers supported by Micronet are:

• 9416

• 9419

• 9825

• 9906.

Yes – Go to the next step.

No – Please contact the printer manufacturer direct. See below for details.

Basic Troubleshooting Procedure

3. Is the red LED lit?

Yes – There is an error. Go to the next step.

No – Check the Other Scenarios below.

4. Did you replace the labels?

Yes – Go to the next step.

No – Check the Other Scenarios below.

5. Did you calibrate the printer?

Yes – Check the Other Scenarios below.

No – Follow these steps:

1. Power off the printer using the main power switch located at the rear on the left hand side.
2. Remove the network cable (usually blue).
3. Hold down the white Feed button located at the front of the printer on the right hand side.
4. While holding down the Feed button, power on the printer using the main power switch and watch the series of colour changes.

After approximately 3 seconds, the LED will flash red 5 times.

5. Count 2 seconds then release the white Feed button.

The printer will test print a calibration run with two test labels and will stop at the tear point on the printer.

6. Re-connect the network cable.

6. Is the power light on (located on the front of the printer on the right hand side)?

Yes – If the LED is not lit, contact the printer manufacturer. See below for details.

No – Check that the power supply is properly connected and that the power point is switched on.

Other Scenarios

7. Does the printer error occur while printing a batch of labels (i.e. the red LED lights up during a batch run)?

Yes – Did you add any new items where the description includes inverted commas (")? If so, you will need to remove the inverted commas from the description or item code fields. These cause errors in the printer.

No – Go to the next step.

8. Does the printer push out labels but nothing is printed on them?

Yes – Did you replace the thermal ribbon? If so, you need to calibrate the printer as in step 5 above.

No – Contact the printer manufacturer. See below for details.

9. Did your IT department install a new printer driver?

Yes – Check that the printer driver is a Generic / Text Only driver. If it is not, your IT department will need to install the correct driver. If it is, go to the next step.

No – Go to the next step.

10. Is the printer set on the Label report format in Micronet?

Yes – After using the steps below to check, go to the next step.

No – Add the printer by following the steps below.

1. Open Micronet.
2. Select REPORTS | REPORT GENERATOR.
3. Select FILE | LOAD and open the report format for labels, e.g. Monarch Shelf Label.
4. Select OPTIONS | FONTS AND MARGINS | SET DEFAULT FONTS.
5. Either double click on the printer if it is listed or select Add to add the printer.
6. Check that the Stream Printer box is ticked.
7. Select the Font button and select Arial Narrow 8 pt.

8. Save your changes.

11. Is the printer online?

Ask your IT department to ping the label printer IP address via the CMD command from the driver setup to confirm that the printer is network ready and online.

Yes – Go to the next step.

No – Your IT department will need to sort out the problem.

12. Has the printer lost its network connection?

Yes – the printer manuals (see the links below) contain troubleshooting checklists

No – log a call on the Micronet Assist portal.

Printer Manuals

Manuals for each printer model are provided on the manufacturer's website.

• For a full list of manuals, go to:

http://printers.averydennison.com/en/home/resources/service-and-support/manuals.html

• 9416:

https://printers.averydennison.com/en/home/resources/service-and-support/utilities-and-firmware/9416XL-printer.html

Ethernet setup:

https://printers.averydennison.com/content/dam/averydennison/rbis/global/en/documents/Product%20Support/servdocuments/User_Documentation/9416/9416ttiesg_ac.pdf

• 9419:

https://printers.averydennison.com/en/home/resources/service-and-support/utilities-and-firmware/9419-printer.html

• 9825:

https://printers.averydennison.com/en/home/resources/service-and-support/utilities-and-firmware/9825-printer.html

• 9906:

https://printers.averydennison.com/content/dam/averydennison/rbis/global/en/documents/Product%20Support/servdocuments/User_Documentation/9906/9906OH_ACa.pdf

Printer Manufacturer Contact Details

For problems you cannot resolve using the steps above, and for all other problems, contact Avery Dennison (the printer manufacturer) for support. You will need your Micronet invoice as proof of purchase. The contact number is 1800 224 404 (Paxar Corporation).