This article will help you troubleshoot issues when printing your Galley data.
When should I read this article?
Check this article whenever you have issues printing from a Printing Service connected to Loftware Cloud/Nicelabel.
Contents
Possible Issues
This section will show you possible issues and how to investigate them.
After finding a potential cause, you'll be asked to perform one or more Actions from the next section.
A printing job with multiple items that have Failed
A Printing Job in the Failed state means no single item on your job was printed. Since you may have multiple items in your printing job, the reasons for this to happen may be:
- Your printer is not online
- Your printer isn't connected to Loftware/Nicelabel
- Your Galley account connection to Loftware/Nicelabel isn't working
- Your data in Galley is not up to date with your Loftware/Nicelabel data
- The label you selected isn't compatible with the data in the recipes.
A printing job that was Partially Printed
A Partially Printed job represents a printing job with multiple items where Nicelabel couldn't print one or more of those items. There are multiple reasons why that could happen:
- Your printer was offline for a period of time
- Some data from your recipe isn't compatible with the selected label
- The Printing Service was unstable
- And many others.
Analyzing the issues
Get information
The first step you need to take is to get more information about the error:
In Galley:
- Click on your Avatar and open My Printing Jobs
- Highlight the job you're analyzing
- Click View Details, and analyze the messages in the Error column
Check the image below for reference:
- Open your Loftware/Nicelabel Control Center
- Navigate to the History page
- On the Printing tab, find the jobs related to your items. You can use filters to find them.
- Note that in Loftware/Nicelabel, each item will be represented as an individual line on the History page
- Check the status of your items.
- If the items are marked as Printed it means they are, at least, in the printer queue of your printer.
- If you see any Failure state (e.g. Spooling failure), open that item and check the error.
Find root cause
Now, let's analyze the data you have. Here are some options:
- If you see a timeout error in Galley AND there are one or more items in Loftware/Nicelabel stuck in the Initialized state (refer to the image below):
- Possible cause: Your printer is not online OR Your printer isn't connected to Loftware/Nicelabel .
- Action: Perform actions 1 and 2 below
- Expected result: If the issue is fixed, any item with Initialized status will start to print. Check the items that were printed before creating a new printing job.
- If there is no item related to this job in Loftware/Nicelabel :
- Possible cause: Your Galley account connection to Loftware/Nicelabel isn't working
- Action: Perform actions 1, 2 and 3 below
- Expected result: You should be able to print once the connection is established again. You'll need to create a new printing job.
- If the error message in Galley or Loftware/Nicelabel tells you there's an issue related to a label variable. The exact cause will vary depending on the label, and the error message will help you trace it. Here are some common causes:
- Content from the recipe data is incompatible with the Label. E.g. "Contents of item "Barcode" can not be set, because its value is invalid. Value "50129" is shorter than the minimum allowed length (11)."
- Action: Review the data in the recipe and ensure it matches the requirements. Then, perform Action 3 and try again.
- The recipe doesn't contain data that is required in the label. E.g. "Contents of item "recipeTag_storage" can not be set, because its value is invalid. Empty value is not allowed."
- Action: Review the data in the recipe and ensure it matches the requirements. Then, perform Action 3 and try again.
- Text fields on the Label don't fit the data. e.g. "The text cannot fit into its placeholder. Please enlarge the space for the text or change contents!"
- Action: Review the label, check Action 4. If the label was already reviewed, perform Action 3 and try again.
- Variable not recognized by the label: The label was updated, but not synced in Galley. e.g. "Printing error. Detailed error message: An error occurred while trying to execute \"Set Variable\" action.\r\n\r\nVariable \"recipeName\" does not exist"
- Action: Perform Action 3 and try again.
- Content from the recipe data is incompatible with the Label. E.g. "Contents of item "Barcode" can not be set, because its value is invalid. Value "50129" is shorter than the minimum allowed length (11)."
- If the Printing Job has Failed but all items were printed, and you can see them in Loftware/Nicelabel with the Printed status:
- Possible cause: Your printer was not online but it was turned on/connected after a long time and the Printing service was able to send the documents.
- Action: Check if all items you need are printed and print the ones that aren't.
With the information you have captured so far on hand, you can try one or more actions below and then print your documents again when you think the problem may be solved.
Actions
Action 1 - Ensure the printer is ready
The first thing you should check when all your items fail is to ensure your printer is ready to print:
- Confirm that your printer is powered on
- If it is an IP printer, confirm that your printer is connected to the internet
- If you're using a local printer connected through a Windows PC, ensure the PC is on and the printer is connected.
- If possible, print a test page to the printer
If you need help with this step, contact your internal IT department.
Action 2 - Ensure the printer is connected to Loftware/Nicelabel
Next, you need to ensure your printer is connected to Loftware/Nicelabel and can print a test document.
- Open your Loftware/Nicelabel Control Center. It should look similar to the image below
- Navigate to your Documents section
- Open the Labels folder
- Right-click on the TestLabel.nlbl and click Print
- Select the printer you're trying to use, and click Print
- Now, check if the document was printed. At this moment, it doesn't really matter if the document looks perfect on the printed page, as you're simply ensuring Loftware/Nicelabel can print to your device
If your printer isn't listed in the selection, or if the document wasn't printed, please refer to Nicelabel's articles at https://help.nicelabel.com/hc/en-001/sections/4407468030353-Printers for up-to-date information on how to ensure your printer is ready for Nicelabel, or reach out to your Nicelabel reseller.
Action 3 - Ensure your label and printers are synced to Galley
Now that you know your printer is ok and Loftware/Nicelabel can print to it, the last step is to sync the data between your Loftware/Nicelabel and Galley accounts:
- Open your company's Setting page
- Navigate to the Printing Service tab
- Select the printing service
- Navigate to the Printers tab
- Click on Refresh
- Wait a couple of minutes
- Check if the printer you're trying to use is on the list
- Navigate to the Labels tab
- Click on Refresh
- Wait a couple of minutes
- Open the label details and check if the data is correct
Tip: If you didn't change your labels, you can duplicate the TestLabel.nlbl on the Labels folder before syncing the labels and confirm if you see it in your Galley account after the sync. This will ensure you the link is ok. Remember to remove it and sync again before finishing this step.
Action 4 - Review your label
If you need to review your label, there are 3 options:
- If you're creating your own labels, open the label in the Designer and refer to Loftware/Nicelabel's Academy or Help Center to fix it
- If your label was designed by Galley, contact our team at success@galleysolutions.co
- If your label was designed by your Loftware reseller, contact them to review your label.
Contact the support
If you're still facing issues after trying the steps in this file, or if you encounter any issues following these steps, please contact the Galley team at success@galleysolutions.com.