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Printing Problems

If you need additional help, visit support.brother.com.

Problem Solution
The Label Printer does not print.
  • Correctly insert the Tape Cassette.
  • If the Tape Cassette is empty, replace it.
  • Securely close the Cassette Cover.
  • Charge the battery.
  • Make sure the Label Printer is on.
  • Make sure the Label Printer's Bluetooth is on. For more information, see Related Topics:Error and Maintenance LED Indications.
  • Turn the computer's or mobile device’s Bluetooth setting on.
  • Connect the Label Printer to your computer or mobile device via Bluetooth.
  • Select the Label Printer in P-touch Editor.
  • Make sure the Label Printer is not paired with another device.
  • Make sure the Label Printer and your mobile device or computer are close enough to communicate.
  • Make sure no other mobile devices nearby have the automatic Bluetooth re-connection setting enabled.
  • Make sure no devices that emit radio waves (for example, a microwave oven) are located nearby.
  • When printing from a computer, make sure the correct printer driver is installed.
  • Make sure the included USB cable is used to connect the Label Printer to your computer when printing from a computer.
The tape does not feed correctly. If the tape is bent, use the Tape Cutter to remove the bent section.
The tape gets stuck inside the Label Printer.
  • If the tape is jammed, remove the Tape Cassette and the jammed tape, and then use scissors to cut it.
  • Make sure that the end of the tape is thread under the Tape Guide.
    image
  • Confirm the tape is aligned with the Tape Exit Slot.
  • Remove the Tape Cassette and insert it again.
A tape jam error cannot be cleared despite following the troubleshooting steps.

If the problem continues, contact Brother customer service or your local Brother dealer.

A horizontal gap runs through the middle of the printed label. Streaks or poor quality printed labels generally indicate that the Print Head is dirty. Clean the print head. For more information, see Related Topics:Maintenance.
An error occurred when using a mobile app. See your mobile application’s FAQs & Troubleshooting menu.
I want to cancel the current printing job. Gently press image.
I cannot install the printer driver even if I follow the correct procedure.
  1. Download the printer driver uninstaller from support.brother.com.
  2. Use the printer driver uninstaller to remove the Label Printer information.
  3. Run the installer again and follow the on-screen instructions to proceed with the installation.
I cannot see my Label Printer listed in P-touch Editor even though I have installed the printer driver.
A message appears on the mobile device saying that it was unable to make a connection.

Delete the device information, and try to connect again.

* The method for deleting and connecting is different for each type of OS.

The Search for a Label Printer is slow.
  • Move the mobile device and the Label Printer closer together.
  • Wait about 30 seconds.
The ink ribbon is separated from the ink roller. If the ink ribbon is broken, replace the Tape Cassette. If it is not, leave the tape uncut and remove the Tape Cassette , then wind the loose ink ribbon back onto the spool.
image
  1. Spool
The label printer stops while printing a label. Replace the tape cassette if striped tape is visible, as this indicates that you have reached the end of the tape.
While printing, striped tape appears. The Tape Cassette is empty. Insert a new Tape Cassette .
The tape is not cut automatically. Enable the Auto Cut function.

If using special tapes like Ribbon Cassettes, cut the tape using scissors.

Printed barcodes or QR codes cannot be read.
  • Use a different tape type.

    Recommended: Black on white tape.

  • Enlarge barcodes or QR codes using the application, if possible.
There is approximately 25 mm (PT-E720BT)/22 mm (PT-E920BT) of blank space added to the left margin of each printed label.
  • Due to the structure of the laminate, when Auto Cut is on, the Label Printer feeds approximately 25 mm (PT-E720BT)/22 mm (PT-E920BT) of leader tape before every new label.
  • To save tape, change these settings in each app:

    • Brother Pro Label Tool: Clear the Cut at end checkbox.

    • Then print your labels and leave the last label in the Label Printer until you are ready to print a new label.

  • After the last label prints, press image twice quickly to eject and cut the last label. Note that the Label Printer will feed about 25 mm (PT-E720BT)/22 mm (PT-E920BT) of leader tape before the next new label when you use this method.
I cannot turn the Label Printer on.
  • Make sure the operating temperature is between 10°C and 35°C.
  • Charge the battery.
  • Make sure you have removed the protective sheet. For more information, see Related Topics:Insert the Tape Cassette. (PT-E720BT)
The Label Printer powers off when I try to print.
Battery life is short, even when fully charged. The battery may have reached the end of its life. Use a new battery.
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