Troubleshooting

Barcodes will not scan

Almost always one of four things:

  1. Too small. Code 128 needs about 25 mm of width for a typical SKU; EAN-13 needs about 30 mm. Widen it and reprint.
  2. Printed scaled. If the print dialog says "fit to page" or anything other than 100%, the bar widths are wrong. Print at actual size.
  3. Wrong symbology for the data. Code 39 cannot encode lowercase. EAN-13 needs digits only. The designer flags this before printing.
  4. Print quality. Draft mode, low toner or a dirty thermal head all thin the bars. Print one at highest quality to test.

Labels print slightly off the label

Your printer’s physical margins differ from the template. Adjust the page margins in the designer — do not scale the output, because that breaks barcodes.

Print a test sheet on plain paper and hold it up against a real label sheet against a window. Adjust, repeat. Two attempts is usually enough.

Excel import brings in the wrong columns

  • Check the header row on the preview step. If your file has a title row above the headers, the header row is 2, not 1.
  • Check the sheet. Workbooks often open on a summary tab.
  • Change any wrong mapping on step 3 — it is only a guess, and you have the final say.

Barcodes import as 9.78014E+12

Excel has treated the column as a number. In your spreadsheet, select the barcode column, right-click, Format Cells, choose Text, then re-enter or re-paste the values. Save and import again.

"That key looks mistyped"

The key is checked mathematically before it is sent anywhere, so this really does mean a character is wrong. Look at I versus 1 and O versus 0 — the app handles both automatically, so the error is elsewhere. Copy and paste from the email rather than typing.

"All your device slots are in use"

You have activated on as many computers as your plan allows. Release one from inside the app on that machine (Settings → Release this computer), or ask us to reset your activations.

The app says it is working offline

It could not reach our server. Nothing stops working — you have seven days. If it persists, check that a firewall or proxy is not blocking the app, and that your system clock is correct. A clock that is badly wrong will cause licence checks to fail.

Windows blocked the installer

New installers trigger SmartScreen until Microsoft has seen enough copies. Click More info, then Run anyway. If you would rather verify first, the SHA-512 hash of each release is on the download page.

Printing is slow with a thermal printer

Windows is rendering each label as an image. On Professional and above, turn on direct thermal output — the printer does the work instead, which is many times faster for long runs.

Still stuck

Send us a message. Include your licence key prefix (the RLP-XXXX part only — never the whole key), what you were doing, and what happened instead.