Rollo Support

Blank labels almost always mean the roll is loaded upside down or the labels are not direct thermal stock. Rollo printers use no ink, so they can only print on the heat-sensitive side of direct thermal labels, and that side must face up.

1. Scratch the label surface with a fingernail.

2. If you see a dark mark, the label is direct thermal and will work.

3. If there is no mark, the label is not direct thermal, and the printer cannot print on it. Switch to direct thermal labels.

1. Open the printer and look at how the roll feeds in.

2. The printable (peelable) side must face up, toward the ceiling, as it enters the printer.

3. If it faces down, flip the roll and reload.

1. Press and hold the circular button on top until you hear two beeps, then let go.

2. If the self-test prints, the printer is fine. The problem is in your print settings or the file you are printing.

3. If the self-test comes out blank, the labels are loaded upside down or are not direct thermal. Go back to Steps 1 and 2.

A sticker or adhesive residue stuck on the print head can block printing.

1. Turn the printer off, unplug the power adapter, and open the cover. Let the print head cool down.

2. Wipe the print head (the white metal strip) with a 70% isopropyl alcohol pad or a clean cloth, not water. Make sure no stickers, dirt, or residue remain.

3. Press the print head down a few times and roll the roller in both directions.

4. Let it dry for 2 to 3 minutes, close the cover, and print the self-test again.

## Step 5: Recalibrate and print a sample

1. Turn the printer off. If you have the USB Rollo, unplug the USB cable from both ends for now.

2. Turn the printer on and load at least 10 labels, printable side up.

3. Press and hold the circular button until one beep, then let go. The labels move back and forth.

4. When the light is green, press and hold until two beeps for a self-test.

5. Reconnect the USB cable and print the sample label from rollo.com/sample.

6. Use the original Rollo power adapter, plugged directly into a wall outlet. A weak power supply can cause failed prints.

Platform notes 

The checks above happen on the printer and apply to every platform. Use these extra steps only if blanks continue.

Windows

If the printer prints one label, then goes into an error state or feeds blanks, refresh the driver.

1. Open Control Panel, then View Devices and Printers. Right-click the Rollo printer and choose Remove Device.

2. In Control Panel, open Uninstall a Program and uninstall the Rollo driver.

3. Turn the printer off and unplug the USB cable, then restart the computer.

4. Download the latest driver from rollo.com/driver-dl/Rollo-Windows-Latest.zip, extract it, right-click the installer, and choose Run as Administrator.

5. Plug the USB cable back in and turn the printer on.

Mac

1. Open System Settings, then Printers and Scanners.

2. Remove the Rollo printer, then click the plus sign to add it back.

3. Run the calibration in Step 5 again, then print the sample label.

iOS and Android

There are no app settings that cause blank labels. Run Steps 1 through 5 on the printer, then print again from the Rollo app.

Still stuck? Chat with our support team at rollo.com, and we will walk through it with you live.