Labels not printing in Safari or Firefox in SendPro Online

Products affected: SendPro® Online, Safari on Mac OS, Firefox on Mac OS

Issue

Windows

If you are using a Windows computer and Mozilla Firefox's PDF Viewer to print 4 x 6 shipping labels in SendPro Online on a Brother QL-1050 printer, labels do not print.

The Brother printer software may say "The roll of labels or tape inside the machine does not match the one selected in the application".

Mac

If you are using a Mac and Safari's built-in PDF Viewer to print 4 x 6 shipping labels in SendPro Online on a Brother QL-1050 printer, labels do not print.

The Brother printer icon will appear in the Dock as shown here.

Brother QL-1050 printer icon showing a problem

If you select the Brother printer icon, the printer properties window says "The roll of labels or tape inside machine does not match the one selected in the application."

Cause

Safari or Firefox is not configured to print 4 x 6 inch shipping labels.

Resolution

UPDATED: November 25, 2020

Windows

Remove the print jobs from the print queue

Windows 7
  1. Go to Windows Start > Devices and Printers.
  2. Right-click on the Brother QL-1050 printer and choose See what's printing.
  3. From the Printer menu, choose Cancel All Documents.
Windows 10
  1. Go to Windows Start > Settings.
  2. Choose Devices.
  3. Under Related settings, choose Devices and printers.
  4. Right-click on the Brother QL-1050 printer and choose See what's printing.
  5. From the Printer menu, choose Cancel All Documents.

In Firefox, set the default PDF viewer to Adobe
  1. In Firefox, click the Menu icon. User-added image
  2. Choose Options.
  3. Scroll down to the Applications section.
  4. Change the option for Portable Document Format (PDF) to Use Adobe Acrobat Reader DC.


Mac

Remove the print jobs from the print queue
  1. Near the top menu of your Mac, select the Apple menu > System Preferences.
  2. Choose Printers & Scanners.
  3. Choose the Brother QL-1050 printer.
  4. Choose Open Print Queue.
  5. Click the x icon to delete the print jobs in the queue.
For Firefox, set the default PDF viewer to Adobe
  1. In Firefox, click the Menu icon. User-added image
  2. Choose Options.
  3. Scroll down to the Applications section.
  4. Change the option for Portable Document Format (PDF) to Use Adobe Acrobat Reader DC.
If using Safari, change the settings as follows
  1. In the print dialog window for the shipping label, select Brother QL-1050 as the printer.
  2. Change the Paper Size to 4" x 6".
  3. From the Presets menu, choose Save Current Settings As Preset...
  4. Name the preset and choose Only this Printer.
  5. Click OK.
.
Printing the label using the Adobe Reader Plug-in
  1. Use SendPro to create a label.
  2. As soon as the label is generated, the Adobe Reader’s print dialog opens. The print preview will be blank. This is a known issue with the Adobe Reader plug-in.
  3. The blank print preview will not print correctly, so close the print dialog box.
  4. Hover over the PDF document shown, and click on the printer icon in Adobe Reader. The Adobe Reader print dialog will open again. The print preview should now show the label. Select File > Print.
  5. In the Print dialog, select 4x6 Large Shipping Label as the paper size.
  6. Select Print.