FAQ

ZYWELL thermal printer and pos printer manufacturer supplier in China for more than 20 years.

FAQ

Q：Are you manufacturer or trading company?

A：We are leading manufacturer of thermal printer including receipt printer, label printer and mobile printer with 19 years experience, factory located in Zhuhai City, Guangdong province

Q: Can you do OEM/ODM

A: Yes, we can do your brand on printer or drivers/Tools, customize package or printer design. Contact us for more details

Q: How is the repaired rate

A: Under strict quality control, defective rate is about 0.3%

Q: How about the Warranty

A: 12 months warranty, some spare parts will be offered for urgency per 100pcs

Q: What about the after-sale service

A: Beside 12 months warranty, we will offer lifelong technical consultation
We will reply in time for the problem, giving technical support online

Q: What about delivery time

A: Samples order within 3 working days, bulk quantity within 5-10 days

Q: What is printer defective rate?

A: Less than 0.3%

Q: What is the Warranty for your printers?

A: We support 12 months for all of our ZYWELL products.

Q: What’s your main product line?

A: Specialized in Receipt printers, Label Printers, Mobile Printers, Panel printers, Kiosk printer, Dot Matrix Printer , Bluetooth printers.

Q: If the goods are damaged, what can we do ?

A: 1% FOC parts dispatched with shipment. When it is damaged, you can replace it directly.

Control panel lights are off

Reason: The power cord is incorrectly inserted.
Method: Check the power cord is correctly inserted into printer, power adapter, and power socket or not. Check if the printer is powered on.

The lights is working, but the printer doesn' t print

Method 1: Check whether the self-test is normal. If not, please contact the dealer or technical service personnel;
Method: If the self-test is normal, check the connection of the data cable. Make sure the data cable is properly connected between the printer and the computer. The data transfer settings between the printer and the computer need to be consistent.

Printer' s cutter is stuck

Method 1: Power off and restart.
Method 2: The device on the cutter print head can be returned to the original position.

Serial garbled

Reason: Printer and computer baud rates do not match
Method: keep the device and printer baud rate consistent
1.Print the self-test page to confirm the printer baud rate, please check "serial config”
2.Change the serial port baud rate of the computer: control panel - view devices and printers - right click on the printer - printer properties - port - configure the port - modify the baud rate - apply - OK.

USB garbled

Reason: Driver installation error.
Method: Install the driver on the USB flash drive, or contact the dealer or technical service personnel.

Printer jam

Reason: The paper outlet is blocked and the paper is not running smoothly.
Method: Please clear the obstacles of the paper outlet.

Network port connection error

Method 1: Check if the network cable is connected correctly.
Method 2: Gateway error: Check the self-test information on the self-test page, whether the IP is the same as the computer' s gateway, if different, use "Printer Test" to set the settings to open the printer's DHCP.
Method 3: IP conflict: modify the printer IP address: use "PrinterTest" to set, connect the printer-NEW IP-input IP-set New IP.

The printing font is blurry

Reason: 1. Low printing density 2. Poor paper roll quality 3. The life of the print head is approaching to end.
Method 1: Modify the print density: use "Printer Test" to set, connect the printer - advanced - Density set - enter the density value (the larger the value, the higher the density value) - click set;
Method 2: Replace the paper roll;
Method 3: Replace the print head.

The printer cannot work normally

Reason: The printer was set up incorrectly.
Method: Restore factory settings; Operation guide: Turn off the power of the printer - press the "FEED" button - turn on the power at the same time - when the ERROR LED light and the PAPER LED flash twice at the same time, release the "FEED" button and hear a beep to restore Factory successfully.

Incomplete printing

Reason: Paper setting is incorrect,
Method: Check the paper setting size.

The cutter can cut the paper, but the incision is not flat and there are serrations

Reason: The paper feed reel is not installed in place
Method: Remove the scroll on the cover and reinstall it

The language in the code page cannot be printed

Reason: The printer turns on Chinese mode
Method: Turn off the Chinese mode: use "Printer Test" to set, connect the printer - Advanced - DIP Setting - Chinese mode select "NO" - click Setting

The driver cannot be installed, indicating that the VC runtime framework is missing

Reason: The runtime lack of the computer operating system
Method: Install the VC runtime framework runtime.

The cutter cuts the paper in advance in front of the last line

Reason: The ticket length setting is too short
Method: reset ticket length in the driver

The printer restarts automatically when printing

Reason: The input voltage of the printer is not enough
Method: Check the output voltage and current of the power adapter, use the factory power adapter

ZYWELL

Zhuhai zywell is a printer manufacturer and comprehensive high-tech enterprise integrating POS printer design, research and development, production, sales and service.