Fix the Brother printer label error message

When you install your Brother printer, if a pop-up appears with the error message The roll of labels or tape inside the machine does not match the one selected in the application, check your settings to see if you can fix the issue.

Check your printer settings

  1. Go to Control Panel > Hardware and Sound.
  2. Select Devices and Printers > Printing preferences.
  3. Check your paper size settings, they should be set to 62.0mm width and 100.0mm length.

  4. Go back to Devices and Printers, then select Printer properties.
  5. Select Advanced, then click Printing Defaults. 
  6. Check your paper size settings, they should be set to 62.0mm width and 100.0mm length.

Check your badge pass settings

In WhosOnLocation, check the badge pass label size is set to 101x62mm:

  1. Go to Tools > Locations.
  2. Click View next to the location with the badge passes set up.
  3. Select Badge Passes from the menu on the left side.
  4. Click View next to the relevant badge pass.
  5. Check the badge pass size, select 101x62mm if you need to update these settings. 
  6. Click Save & Close.

    Badge-Passes.png
  7. To reload these settings, either log out of WhosOnLocation and log in again, or reboot your computer. 

Remove the printer

If you still cannot print, try removing the printer and reinstalling it:

  1. Go to Control Panel > Hardware and Sound.
  2. Select Devices and Printers.
  3. Right-click on the printer icon, then select Remove device.
  4. Unplug your printer, then plug it again and install the printer.

Contact support

If the issue persists, contact helpdesk@whosonlocation.com with a description of your issue and a screenshot of your settings (if possible).

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