Skip to main content

Printer Problems

Start here when the booth does not print, or prints the wrong size or number. Printer settings live on the booth, in the operator menu, not in the dashboard. Problems are ordered by how often operators ask about them; the full setup is on Printer Setup.

I cannot find the printer settings, or my printer is not listed​

On screen: On Admin Panel, "No printer configured — open Printer Settings". In the operator menu checklist, Printer "Not selected, so sessions won't print." On Printer Settings, "Guest printing is disabled until a printer is selected." or "Not Found — check USB/power, then Refresh".

Also described as: "dimana setting printer", "printer tidak muncul", "printer not detected".

Check first: Can the computer print a test page on its own, outside the app?

Fix:

  1. Printer settings are on the booth: open the operator menu and tap Printer Settings (or Choose printer in the menu checklist).
  2. Install the printer's driver and add it in System Settings > Printers & Scanners (macOS) or Settings > Bluetooth & devices > Printers & scanners (Windows). Print a test page there.
  3. Back in Printer Settings, tap the refresh button next to PRINTER DEVICE and pick the printer.
  4. "Not Found": the printer chosen before is not answering. Check its USB cable and power, then refresh.

Still stuck: Send support the printer model and a photo of the STATUS block on Printer Settings.

My paper size is not in MEDIA SIZE​

On screen: "Paper sizes reported by the printer driver." The size you need is not in the MEDIA SIZE (LOADED PAPER) list.

Also described as: "ukuran kertasnya tidak ada", "cara buat ukuran kertas manual", "paper size missing", "di mac gak ada setingan kertas 4r".

Check first: The list comes from the printer driver, so the driver decides what is offered.

Fix:

  1. Update the printer's driver from the maker, then reopen Printer Settings.
  2. Open ADVANCED SETTINGS > Open Printer Properties and check the driver's paper sizes and options there. Some sizes, such as a 2-inch cut on a dye-sub printer, must be enabled in the driver.
  3. Pick the closest size the driver offers that matches the paper actually loaded.
  4. On a Mac, update to Pixture Photobooth 1.2.25 or later: the list then shows the driver's own names with their sizes, and a 4x6" (10x15 cm) size is marked 4R. Older versions show the driver's short codes only (an Epson 4x6 may not be called "4x6").

A custom paper size made in the Mac or Windows print dialog belongs to that dialog only: the booth cannot use it. Use a size the printer driver offers, such as its 4x6.

Still stuck: Send support the printer model, the driver version and the size you need.

I want two strips on one sheet​

On screen: No error.

Also described as: "cara biar print 2 dalam satu kertas", "2x6 strips", "photo strip cut".

Check first: Booths > booth > Configure > Pricing > Print format.

Fix:

  1. Set Print format to 2 inch cut (2 prints per sheet) or Triple strip (3 per sheet). Use a template designed for the strip layout.
  2. On a dye-sub printer, turn on the 2-inch cut in the printer driver as well, as the printer's default, so the booth's prints use it. On a DNP DS620 or DS-RX1: on Windows, open the printer's Printing preferences and tick 2inch cut; on a Mac, set 2-INCH CUT to On in the booth's Printer Settings (app 1.2.22 or later), or see My 2-inch cut template prints as one full 4x6.
  3. Counts stay in sheets: COPIES PER SESSION and every price are per sheet of paper.

Still stuck: See Booth Pricing.

My 2-inch cut template prints as one full 4x6​

On screen: No error. The template is a 2-inch cut layout, but the printer gives one uncut 4x6 (4R) sheet. Printing the same photo by hand from the Mac's print dialog with the cut chosen does cut it.

Also described as: "keluar 4R bukan 2 strip", "2 cut not cutting", "DS620 tidak memotong".

Check first: The booth prints with the printer's default settings and never opens the print dialog, so the cut must be the printer's default. On a Mac, the DNP driver's 2-inch cut is not a paper size: it is the Cut Operation option (DNP Printer Features > Image), so it never shows under Print Size.

Fix (Mac, app 1.2.22 or later): On the booth, open Printer Settings, pick the DNP printer and set 2-INCH CUT to On, then press the test print. The switch only appears for printers that can cut 2-inch strips (DNP DS620, DS-RX1, DS820, DS40).

Fix (Mac, older app versions, DNP DS620 or DS-RX1):

  1. Open Terminal and run cupsctl WebInterface=yes. This turns on the Mac's own printer settings page.
  2. In a browser, go to http://localhost:631/printers and click the DNP printer.
  3. In the Administration menu, choose Set Default Options.
  4. Set Cut Operation to 2 inch cut and the paper size to 4x6 (6x4), then click Set Default Options. Enter the Mac's password if asked.
  5. On the booth, open Printer Settings, keep MEDIA SIZE (LOADED PAPER) on 4x6 and ORIENTATION on Landscape, and press the test print. It should come out as two 2x6 strips.

Fix (Windows): Open Settings > Printers & scanners, choose the DNP printer, open Printing preferences, tick 2inch cut, and click OK. Then run the booth's test print.

Still stuck: Send support a photo of the printer's options page and the test print.

Customers never get a print​

On screen: No error. Sessions finish, but nothing comes out.

Also described as: "tidak mau print", "no print after session".

Check first: Printer Settings STATUS, and the booth's Print Output switch.

Fix:

  1. No printer selected: pick one under PRINTER DEVICE.
  2. Printer selected: turn on Print Output under Booths > booth > Settings > Output Settings.
  3. Then run a test print from Printer Settings.

Still stuck: Send support the booth name and the printer model.

The customer saw "Print issue, photo saved"​

On screen: "Print issue, photo saved. Staff: reprint from Admin Panel → Print History".

Also described as: "print gagal", "print error".

Check first: The printer: paper, ribbon, power, a jam, or an error light.

Fix:

  1. The printer refused the job three times. Fix the printer first.
  2. Reprint: operator menu, Admin Panel, Print history, then Print again next to the session.
  3. The photo was uploaded and shared as normal.

Still stuck: Send support the printer model and the time.

A print job is stuck in the Windows print queue​

On screen: The job sits in the Windows print queue and never prints.

Also described as: "print nyangkut", "printer queue stuck".

Check first: The Windows print queue for the printer.

Fix:

  1. Windows accepted the job, so the booth will not retry it.
  2. In Windows, cancel all documents in that printer's queue, then turn the printer off and on.
  3. Reprint from Admin Panel > Print history.

Still stuck: Send support the printer model and the logs.

The print is off-centre or has a white edge​

On screen: No error.

Also described as: "print tidak center", "ada pinggiran putih".

Check first: Printer Settings > ORIENTATION and PRINT ALIGNMENT.

Fix:

  1. Use Landscape for a dye-sub printer such as DNP.
  2. Adjust PRINT ALIGNMENT (Scale, Horizontal Offset, Vertical Offset) and test print until the borders match.
  3. For borderless printing, turn it on in Open Printer Properties.

Still stuck: Send support a photo of the print and the printer model.

The wrong number of prints comes out​

On screen: No error.

Also described as: "print kebanyakan", "print cuma satu".

Check first: Printer Settings > COPIES PER SESSION, and the prints included in the customer's package on the booth's Pricing tab.

Fix:

  1. Copies are counted in sheets. A 2 inch cut prints two strips on each sheet.
  2. Set COPIES PER SESSION in sheets.

Still stuck: See Printer Setup.

A dye-sub printer stops in the middle of the day​

On screen: The printer shows an error light, and customers see "Print issue, photo saved".

Also described as: "printer berhenti", "ribbon habis".

Check first: The printer's own display or lights.

Fix:

  1. Reload paper and ribbon. General tip: dye-sub printers stop when the ribbon and paper sizes do not match, or when either runs out, and a partly used ribbon cannot be resumed.
  2. Turn the printer off and on.
  3. Reprint the missed sessions from Admin Panel > Print history.

Still stuck: Send support the printer model and its error code.