Royal Mail Despatch Manager Online Printer Installation Guide

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1 Royal Mail Despatch Manager Online Printer Installation Guide Getting you started Thank you for opting to use Royal Mail s Despatch Manager Online (DMO) system. To help get you started successfully please use this guide to ensure you get your printer installed and set up correctly. Need help? If you have any problems following the steps in this user guide you can contact the Despatch Manager Online Helpdesk on or alternatively by at Contents INSTALLING YOUR PRINTER DRIVER...2 PRINTING PREFERENCES...6 TROUBLESHOOTING...8 FREQUENTLY ASKED QUESTIONS...10

2 BEFORE INSTALLING CHECK ADOBE READER Before installing your printer please check you have Adobe Reader version or later. You can check this by selecting the following options - Control Panel > Progams > Programs and Features You will now be presented with the Window below. This window shows a list of programs installed on your computer. You will normally see Adobe Reader towards the top of the list. If you do not see Adobe Reader in this window, you will need to install the program from If you do not have the correct version of Adobe Reader, you will need to uninstall the program and then install the correct version from In this instance you can see that Adobe Reader is installed. Page 2 of 11

3 Using DMO in Firefox If you opt to use DMO through Firefox, you will need to make a change to your internet options to enable Adobe Reader as the PDF viewer. If you do not do this, you may experience issues with your labels scanning. Click on the 3 horizontal lines in the top right hand corner of Firefox and then select Options Select Applications and look for Portable Document Format (PDF) on the left hand side. Directly to the right of that it will say Preview in Firefox. In the drop down box select Use Adobe Reader (default) and press OK. Page 3 of 11

4 INSTALLING YOUR PRINTER DRIVER Important Information To avoid unnecessary issues during the driver installation process, please ensure the following steps have been completed before you start the steps below. If the printer is connected to the computer please disconnect it. Turn off the printer Connect the appropriate cable, Turn on the printer. The Windows Add Hardware Wizard may launch automatically at this point. If it does, do not use it. Click Cancel and follow the instructions below. In Windows 7 a driver may be installed automatically. If it is, it can be removed later from the Devices and Printers menu. STEP 1 STEP 2 STEP 3 STEP 4 Click here to download the latest printer driver Scroll down and click on the manufacturer of your printer Click Run and once downloaded and open click Next Click Next Page 4 of 11

5 STEP 5 STEP 6 STEP 7 STEP 8 Un-tick Read installation instructions and then Finish Ensure the Install printer drivers option is selected and click Next Click Install a driver for a Plug and Play printer, then select the appropriate printer model and click Next Click Next STEP 9 STEP 10 STEP 11 STEP 12 Click Finish Wait for printer to install You may get a Windows Security message If so click Install You have now finished installing the printer and can click Close Page 5 of 11

6 PRINTING PREFERENCES ROYAL MAIL DESPATCH MANAGER ONLINE PRINTER INSTALLATION GUIDE Next you will need to configure the printer for use with DMO by applying various changes to its Printing Preferences. You will need to navigate to the list of installed Printers and Faxes within the Control Panel found via the Start Menu. There will be various ways to navigate through to this list depending on the version of Windows you have. Look out for selections such as, Devices and Printers, Printers and Other Hardware and/or Hardware and Sound, all should eventually lead to the list of installed Printers & Faxes that you need. STEP 1 STEP 2 STEP 3 STEP 4 Right click on the printer icon and click Printing Preferences Click on the tab Page Setup and then click New Give the label stock a unique name (ie Royal Mail). Make the Width 97 mm and the height mm. Leave the Exposed Liner Width at the default 1.3 mm. Click OK Click on Portrait 180 Page 6 of 11

7 STEP 5 STEP 6 STEP 7 STEP 8 Click the Graphics tab and ensure that Dithering is set to None and Colour Control is set to Monochrome. Click OK then Apply In your web browser, navigate to Please also ensure there is a green check light against the Plug-In for Adobe Acrobat (Reader). Then click on the button. Right click on the label and click Print or choose Print from the Adobe toolbar Ensure you have correct printer selected. Then select Shrink oversized pages and Portrait. There shouldn t be any other changes needed but double check that your window looks the same as the one on this step and then click Print. Important not for Zebra GK 420d Users Zebra GK 420d Users may need to adjust the printing position once they have completed the set-up. This is done by applying a horizontal offset of -3mm. See 'Making Adjustments to Label Alignment' in the 'Troubleshooting' section of the Installation Guide for information on how to do this. Page 7 of 11

8 TROUBLESHOOTING Adobe Reader Adobe Reader is a key part to Despatch Manager Online and it therefore can be the cause of many printing issues. Check your Adobe Reader version Uninstalling Adobe Reader Installing Adobe Reader The only version of Adobe Reader that should be installed on the computer is Adobe Reader X (11.0.0) or higher. If Adobe Reader X (10.1.1) is installed already but you are still experiencing difficulties in printing and you have checked that your printer has been installed as per our instructions you may need to un-install and re-install Adobe Reader. Follow the link below to install Adobe Reader: To check this, please open your Adobe Reader, click Help from the top toolbar and select About Adobe Reader. To do this please click Start / Control Panel and then choose Uninstall a program. Select the Adobe Reader program and then click Uninstall. *TIP* - Adobe Air conflicts with Adobe Reader and should be removed as per the Uninstalling instructions above. Printer Calibration All printers will need calibrating from time to time. Manual calibration is recommended whenever you are using pre-printed media or if the printer will not correctly auto calibrate. Some of the more common printer calibration instructions are listed below (if you your printer isn t shown below please consult your printers instruction manual). Zebra GK420d Zebra LP2844 Citizen CLP 1. Make sure labels are loaded. 2. Turn on the printer power. 3. Press and hold the Feed button until the green status light flashes once, then twice and then continuing until the flash groups reach the group 1. Make sure the printer power is off and that labels are loaded. 2. Press and hold the feed button then turn on the printer power. 3. Continue to hold the feed button until the status light LED flashes. Release the feed button. 1. Load the paper and close the mechanism. 2. Turn ON the printer holding the top 3 buttons (PAUSE, FEED and STOP) 3. The printer will power up with the Power, Print and Condition lights ON. Page 8 of 11

9 of seven flashes. Release the Feed button. 4. The printer will set the media sensor for the label backing being used. After it has finished making this adjustment, the roll will automatically feed until a label is positioned at the print head. A profile of the media sensor settings will print. Upon completion, the printer will save the new settings in memory and the printer is ready for normal operation. 4. The printer will set the media sensor for the label backing being used. After the printer is done making this adjustment, the roll will automatically feed until a label is positioned at the print head. 5. The configuration settings will print. Upon completion, the printer will save the new settings in memory and remain in diagnostic dump mode. 6. Press the feed button. The printer will dispense another label with the message "Out of DUMP" and be ready for normal operation. 4. Press and hold the MODE button. While keeping it depressed, press and release the PAUSE button. 5. The printer will move the paper about 1cm making a slight buzz at the same time. The condition light will flash briefly and the Print light goes off while the paper is moving. 6. The calibration is now complete. If there are no error messages, press the STOP button to save the changes and the printer resets. Removing Printers & Drivers The following instructions explain how to remove the printer and driver you have installed so that you can start again with the installation. This should only be carried out if you are unable to print or your labels are not printing correctly and have tried all other solutions. Uninstall a Seagull Scientific driver and printer Uninstall a Z-Designer driver and printer 1. Click Start 2. Click Computer then hard drive or local disc (C:) 3. Find Seagull folder 4. Click DriverWizard.exe 5. Click Remove printer drivers and then Next 6. Click Automatically remove all Drivers by Seagull and then click Next If you cannot find the seagull folder, you may have installed the Z-Designer driver which is a different driver to the one we recommend installing and may in fact be the cause of your printing issues. You will need to remove this printer and driver by following the instructions in this section. 1. Turn off Status Monitor, located in the bottom right of the screen, right click and left click Exit 2. Click Start 3. Click Computer then hard drive or local disc (C:) 4. Find ZD2663 folder 5. Click PrnInst.exe 6. Click Next 7. Click Uninstall All Printers Re-Installing Printers and Drivers after removal 1. Click Start 2. Click Computer then hard drive or local disc (C:) 3. Find Seagull folder 4. Click DriverWizard.exe 5. Click Install Printer drivers and then follow the normal process Page 9 of 11

10 How to change the printer port (due to non printing of labels) Click "Start" and then "Devices and Printers" ("Printers and Faxes" if Windows XP). FREQUENTLY ASKED QUESTIONS Right click on Printer and select "Printer Properties" ( Properties if Windows XP). Click on the "Ports" tab and choose USB001 (Virtual printer port for USB) Check the correct printer is being selected when printing Cables Is the power cable plugged in and is the USB cable connected to the computer (try another cable, as the one you are using maybe faulty) Why is my printer not Port Has the wrong port been selected during installation (this can be changed by right clicking on the printer in the responding? Windows Printer & Faxes list and choosing; Printing Properties/Properties > Ports) Hardware If the above 3 have all been checked the printer possibly may have a fault and you may need to contact the retailer/manufacturer How do I stop my printer printing over 2 labels? You may need to calibrate your printer - Go to Printer Calibration within the Troubleshooting section (page 8) You need to re-align your labels - Go to Making Adjustments To Label Alignment within the Troubleshooting section My labels aren t printing in the (page 6) right place, how do I adjust the You may need to re-install Adobe Reader, as you either don t have the latest version or it hasn t installed correctly Go position of the labels? to Adobe Reader within the Troubleshooting section (page 8) After clicking on Process a Hit the F5 key to refresh the window (this may need to be repeated) Page 10 of 11

11 window has appeared, but all I can see is a grey / white background? Why can t I save my printer in the DMO Printer Settings screen? Do you have a helpline I can call? Alternatively Change Adobe Reader s preferences to download the PDF image in an Adobe instead (with Adobe Reader open: Edit > Preferences > Internet > Un-tick Display PDF in browser ) CAUTION If you change this preference you will not be able to save your printer as DMO s default within the Admin (Printer Settings) menu after logging in (although you could work around this by setting the printer as your Windows default this is done by right clicking on the printer in the Windows Printer & Faxes list and choosing Set as default) Change Adobe Reader s preferences to Display PDF in browser (with Adobe Reader open: Edit > Preferences > Internet > Tick Display PDF in browser ) If this doesn t solve the issue re-install Adobe Go to Adobe Reader within the Troubleshooting section (page 8) You can contact the Despatch Manager Online Helpdesk on or alternatively by at Page 11 of 11

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