Rollo Support

Most feeding problems (jams, grabbing two labels at once, grinding or clicking noises) are fixed by cleaning the print head and roller, recalibrating the printer, and lowering the print speed and darkness. Thick or poor-quality label stock, especially carrier-supplied labels like UPS labels, is the most common cause.

1. Use the original Rollo power adapter and plug it directly into a wall outlet, not a power strip. A weak power supply can cause feeding problems and loud noises.

2. Make sure labels are loaded with the printable (peelable) side facing up. If the printer feeds blank labels, the roll is loaded upside down. Flip it over.

3. Check that nothing is blocking or snagging the labels as they feed into the back of the printer, and that the roll feeds in straight.

Adhesive and dust buildup is the top cause of jams and grinding.

1. Turn the printer off with the switch at the back and unplug the power adapter. Let the printer cool down.

2. Open the printer and wipe the print head with a 70% isopropyl alcohol pad or a clean cloth with 70% isopropyl alcohol. Any alcohol pad from a pharmacy or grocery store works.

3. Wipe the rubber roller too. Turn the roller as you clean, so you cover the whole surface.

4. Let everything dry for 2 to 3 minutes.

5. Press down on the print head (metal strip) a few times to make sure it is seated and not stuck.

Calibration teaches the printer where each label starts and stops. This fixes grabbing multiple labels and stopping in the wrong place.

1. Turn the printer off. If you have the wired (gray) printer, unplug the USB cable from the printer for now.

2. Open the printer head and remove the labels. Close it again.

3. Turn the printer back on and feed at least 10 labels through the back, printable side up.

4. Press and hold the circular button on top until you hear one beep, then let go. The labels will move back and forth and stop at the gap or perforation.

5. Press and hold the circular button again until you hear two beeps, then let go. A test page prints.

6. If the test page looks good, reconnect the USB cable (wired printer) and try printing again.

Printing too fast or too dark makes labels stick and stall, often on barcodes or dense text.

Windows

1. Go to Printers & Scanners, select the Rollo printer, then Printing Preferences.

2. Click Settings.

3. Set Speed to 3 and Density to 3, then click OK, then Apply, then OK. If labels still stick, try other combinations, such as Speed 4 with Density 2.

4. In the same Settings area, turn on the Dotted Line option. This helps with thicker labels.

Mac

1. In the print window, open the printer options, then Printer features.

2. Click the drop-down menu, choose Page Options, then set both Speed and Density to 3

3. If you print from Safari and labels cut off or jam, try printing from Chrome and choose Fit to Printable Area for the scale.

iOS and Android (Rollo app, wireless Rollo)

1. Open the Rollo app and click Menu.

2. Select Rollo Printer, then choose Default Rollo Printer and Settings.

3. Once the Rollo Printer portal opens, click Printing Defaults.

4. Set the print speed to 3 inches per second and lower the darkness. Test a label, then adjust from there.

5. If changing settings in the app does not seem to take effect and you also print from a computer, change the speed and density on the computer as well (Devices and Printers on Windows, printer options on Mac). Some settings apply from the computer even for the wireless printer.

1. Carrier-supplied labels, especially UPS labels, are often thicker than standard direct thermal labels and jam more easily. Keep the Dotted Line setting on for these.

2. Bad batches happen, even from brands that worked before. Test with labels from the middle of the stack, a different pack, or a different brand. If another pack feeds fine, the batch is the problem, and you can request a replacement from the supplier.

3. Labels must be direct thermal. Scratch the surface with a fingernail. If it leaves a dark mark, the label is direct thermal.

1. Turn the printer off with the back switch.

2. Unplug the power adapter from the wall and wait until the green light on the adapter goes out (up to 5 minutes).

3. Plug it back in, turn the printer on, and print again.

If the problem continues

If you still see jams, grinding, or a line printed down every label after cleaning, the print head may be worn or damaged. Contact support so a specialist can inspect the printer with you on a call or screen share and check replacement options.

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