Rollo Support

When your Rollo shows Offline even though the light is green, the fix is to power cycle the printer, then remove it from your computer and add it back. The full procedures for Windows and Mac are below. Start with the power cycle, which works on both.

1. Turn the printer off with the switch at the back.

2. Unplug the power adapter from the wall outlet.

3. Wait until the green light on the power adapter brick is completely off.

4. Plug the adapter back in and turn the printer on.

5. While the printer is off, also unplug the USB cable and plug it back in firmly at both ends. If you can, use a different USB port on your computer.

6. Try printing again. If it still shows Offline, follow your platform's steps below.

1. Open your print queue and cancel all pending jobs (Settings, then Bluetooth \& devices, then Printers \& scanners, select the Rollo, then open the queue).

2. Remove the Rollo printer: in Printers \& scanners, select the Rollo and click Remove. Also remove any duplicates such as "Rollo Printer (Copy 1)."

3. Restart the print spooler. Right-click the Start menu, click Run, and type services.msc, find Print Spooler, and click Restart. If problems persist, do a deeper spooler reset: search for CMD, right-click Command Prompt, choose Run as administrator, then run these commands one at a time:

   * net stop spooler

   * del %systemroot%\\System32\\spool\\printers\* /Q /F /S

   * net start spooler

4. Restart your computer.

5. Reinstall the Rollo Windows driver from rollo.com/setup-usb (uninstall the old one first through Control Panel, then Uninstall a Program, if it is still listed).

6. Plug the USB cable back in and print the sample label at rollo.com/sample.

1. Delete the Rollo printer: open System Settings (or System Preferences), then Printers \& Scanners, select the Rollo, and remove it.

2. Turn the printer off with the back switch and unplug both cables from the back of the printer. Keep the power cable connected to the wall and the USB cable connected to your Mac (or to your USB-C adapter).

3. Reconnect both cables at the back of the printer and turn it on.

4. Restart your Mac.

5. Add the printer back: in Printers \& Scanners, click the plus (+) or Add Printer button and select the Rollo. If you are asked to pick software in the Use dropdown, choose "Rollo Printer," not "Rollo ThermalPrinter."

6. Try printing the sample label at rollo.com/sample.

1. Reset the printing system. In Printers \& Scanners, hold the Control key and click anywhere in the printer list, then choose "Reset printing system." Note that this removes all printers and their queued jobs from your Mac, not just the Rollo.

2. Download and reinstall the Rollo Mac driver from rollo.com/setup.

3. Add the Rollo back with the plus (+) button and test again.

4. If your Mac connects through a USB-C hub or adapter, try a different adapter or port, and try a different USB cable. A failing hub is a common hidden cause of Offline errors.

5. If the printer keeps dropping to Offline after reinstalls, update macOS to the latest version, then reinstall the driver once more.

6. Try a different device/computer if available

Still stuck? Reach out to our team through chat support, and we will walk you through it.