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Error message: ‘The roll of labels or tape inside the machine does not match the one selected in the application’

When you install your Brother QL-720NW printer, the default settings may be wrong. If a pop-up appears with this error: ‘The roll of labels or tape inside the machine does not match the one selected in the application’, please check your settings.

1.   Check your settings in Printing preferences

Please modify your settings. Go to Control Panel > Hardware and Sound > Devices and Printers > Printing preferences

Make sure that you have: Paper size: 62mm and Length: 100.0mm

2.   Check your settings in Printing Default

Go to Control Panel > Hardware and Sound > Devices and Printers > Printer properties > tab Advanced > Printing Defaults

Make sure that you have: Paper size: 62mm and Length: 100.0mm

3.   Check your settings in your WhosOnLocation account > Label Passes

In your WhosOnLocation account, make sure that your label type is 101x62

Also note you will have to refresh the browser completely after resetting the printer settings in Windows. We recommend you log off the browser and open again after setting printer settings or reboot your PC.

4.   If the problem persists, remove your printer

If you still cannot print, go to Control Panel > Hardware and Sound > Devices and Printers > Right-click the printer icon and select Remove device.

Unplug your printer and plug it again to install the Brother printer.

If the issue persists, don’t hesitate to contact helpdesk@whosonlocation.com with a description of your issue and a screenshot of your settings (if possible).

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