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The tables below list symptoms, possible causes and suggested corrective actions for mainly Sato printer models, but the causes and effects remain similiar for many other brands of thermal printer. Suggested actions marked with this symbol may be carried out by the end-user. Suggested actions marked by this symbol should only be carried out by experienced service staff. Please contact us or your service agent.

Please select a symptom below.

Why does my image void?
Why is my ribbon creasing?
Why is my printed image too light?
Why is my printed image smearing?
Why is there no ribbon movement?
Why is there no label movement?
Why is there no printed image?
Why is there no display?
Why is the POWER LED not lighting?
Why is the ERROR LED lit?
Why is the LABEL LED lit?
Why is the RIBBON LED lit?
Why is the ONLINE LED not lit?
Why is there no label drive?

Why does my image void?
Possible Cause	Suggested Action
Poor quality labels	Use thermal transfer compatible stock.
Poor quality/incorrect ribbon grade	Test for best ribbon grade to use.
Ribbon not matched to labelstock	Conduct material-matching tests.
Damaged electronics	Replace circuit board.
Damaged platen roller	Replace platen.
Why is my ribbon creasing?
Possible Cause	Suggested Action
Poor head alignment	(i) Adjust printhead balance or
	(ii) Adjust ribbon roller or
	(iii) Adjust printhead alignment.
Poor ribbon tension	Adjust ribbon tension.
Worn platen roller	Replace platen.
Foreign material on head or platen	Clean head and platen.
Foreign material on label	Use high quality labelstock.
Damaged printhead	Replace printhead.
Why is my printed image too light?
Possible Cause	Suggested Action
Poor quality labels	Use thermal transfer compatible stock.
Poor quality/incorrect ribbon grade	Test for best ribbon grade to use.
Low printhead energy/darkness	Adjust darkness control.
Low printhead pressure	Use correct head pressure setting.
Ribbon not matched to labelstock	Conduct material-matching tests.
Low ribbon drive torque	Adjust ribbon drive clutch.
No ribbon movement	Adjust ribbon drive clutch.
Foreign material on printhead	Clean printhead and platen.
Poor head alignment	Align printhead.
Excessive print speed	Reduce print speed setting.
Why is my printed image smearing?
Possible Cause	Suggested Action
Poor quality labels	Use thermal transfer compatible stock.
Poor quality/incorrect ribbon grade	Test for best ribbon grade to use.
Foreign material on head/platen	Clean printhead and platen.
Excessive printhead energy	Adjust darkness control.
Excessive print speed	Adjust print speed
Excessive printhead pressure	Use correct head pressure setting.
Why is there no ribbon movement?
Possible Cause	Suggested Action
Incorrect ribbon core size	Use compatible ribbons.
Loose drive clutch	Adjust clutch tension.
Loose platen drive belt	Adjust/replace belt.
No +24 volt output	Test power supply and replace if required
Loose service screw on pulley	Tighten rewind pulley service screws.
Damaged electronics	Replace circuit board.
Why is there no label movement?
Possible Cause	Suggested Action
Loose/broken platen drive belt	Adjust/replace belt.
Incorrect label pitch sensor setting	Select correct label sensor type (Dip switch 2-2).
No +24 volt output	(i) Replace fuse on main PCB or
	(ii) Test power supply and replace if required
Loose set screw on platen pulley/stepper motor	Tighten set screws.
Why is there no printed image?
Possible Cause	Suggested Action
Print head not connected	Verify print head connector fully seated.
Ribbon upside down	Use correct ribbon winding.
No +24 volt output	Test power supply and replace if required
Damaged printhead	Replace printhead.
Damaged electronics	Replace circuit board.
Why is there no display?
Possible Cause	Suggested Action
Most common Sato printer failure. The printer appears 'dead on arrival'. Most likely cause is the ribbon cable has fallen out or not seated properly.	Verify the cable is connected and is properly seated.
Why is the POWER LED not lighting?
Possible Cause	Suggested Action
AC power cable not connected	Verify that the cable is connected
Main power fuse defective	Replace fuse.
Defective power supply	Test power supply and replace if required
Why is the ERROR LED lit?
Possible Cause	Suggested Action
Head not locked	Close and latch head release.
Why is the LABEL LED lit?
Possible Cause	Suggested Action
Label supply roll empty	Replenish label supply.
Label stock incorrectly routed	Reload labels following instructions.
Label sensor incorrectly positioned	Adjust sensor position.
Label sensor blocked	Clean ribbon sensor.
Incorrect label sensor setting	Adjust label sense threshold.
Why is the RIBBON LED lit?
Possible Cause	Suggested Action
Ribbon supply roll empty	Replenish ribbon supply.
Ribbon sensor out of alignment	Realign ribbon sensor.
Ribbon sensor blocked	Clean ribbon sensor.
No core on ribbon rewind	Use carboard core on ribbon rewind.
Why is the ONLINE LED not lit?
Possible Cause	Suggested Action
LABEL, RIBBON, ERROR LED(s) lit	Clear error condition.
Illegal printer memory state	Cycle POWER switch off then turn back on.
Why is there no label drive?
Possible Cause	Suggested Action
Timing belt loose/damaged	Replace/tighten timing belts.