Royal Mail Despatch Manager Online Printer Installation Guide

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Getting you started

Thank you for opting to use Royal Mail’s Despatch Manager Online (DMO) system. To help get you started successfully please use this guide to ensure you get your printer installed and set up correctly.

Need help?

If you have any problems following the steps in this user guide you can contact the Despatch Manager Online Helpdesk on 08456 047 267 or alternatively by email at [email protected]

BEFORE INSTALLING – CHECK ADOBE READER

Before installing your printer please check you have Adobe Reader version 11.0.00 or later.

You can check this by selecting the following options - Control Panel > Progams > Programs and Features You will now be presented with the Window below.

This window shows a list of programs installed on your computer. You will normally see Adobe Reader towards the top of the list.

If you do not see Adobe Reader in this window, you will need to install the program from www.adobe.com/uk/

If you do not have the correct version of Adobe Reader, you will need to uninstall the program and then install the correct version from www.adobe.com/uk/

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Using DMO in Firefox

If you opt to use DMO through Firefox, you will need to make a change to your internet options to enable Adobe Reader as the PDF viewer. If you do not do this, you may experience issues with your labels scanning.

Click on the 3 horizontal lines in the top right hand corner of Firefox and

then select ‘Options’

Select ‘Applications’ and look for ‘Portable Document Format (PDF)’ on the left hand side. Directly to the right of that it will say ‘Preview in Firefox’. In the

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INSTALLING YOUR PRINTER DRIVER

Important Information

To avoid unnecessary issues during the driver installation process, please ensure the following steps have been completed before you start the steps below.

 If the printer is connected to the computer please disconnect it.  Turn off the printer

 Connect the appropriate cable,  Turn on the printer.

 The Windows ‘Add Hardware Wizard’ may launch automatically at this point. If it does, do not use it. Click ‘Cancel’ and follow the instructions below.

 In Windows 7 a driver may be installed automatically. If it is, it can be removed later from the ‘Devices and Printers’ menu.

STEP 1 STEP 2 STEP 3 STEP 4

Click here to download the latest

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Un-tick ‘Read installation instructions’

and then ‘Finish’ Ensure the ‘Install printer drivers’ option is selected and click ‘Next’

Click ‘Install a driver for a Plug and Play printer’, then select the appropriate printer model and click

‘Next’

Click ‘Next’

Click ‘Finish’ Wait for printer to install You may get a Windows Security message If so click “’Install’

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PRINTING PREFERENCES

Next you will need to configure the printer for use with DMO by applying various changes to its Printing Preferences. You will need to navigate to the list of installed ‘Printers and Faxes’ within the Control Panel found via the Start Menu.

There will be various ways to navigate through to this list depending on the version of Windows you have. Look out for selections such as, ‘Devices and Printers’, ‘Printers and Other Hardware’ and/or ‘Hardware and Sound’, all should eventually lead to the list of installed ‘Printers & Faxes’ that you need.

Right click on the printer icon and

click ‘Printing Preferences’ Click on the tab ‘Page Setup’ and then click ‘New’

Give the label stock a unique name (ie Royal Mail). Make the Width 97 mm and the height 156.0 mm. Leave the

‘Exposed Liner Width’ at the default 1.3 mm. Click ‘OK’

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Click the ‘Graphics’ tab and ensure that ‘Dithering’ is set to ‘None’ and

‘Colour Control’ is set to ‘Monochrome’. Click ‘OK’ then ‘Apply’’

In your web browser, navigate to https://app.rmdmo.royalmail.com Please also ensure there is a green

check light against the Plug-In for Adobe Acrobat (Reader). Then click

on the button.

Right click on the label and click ‘Print’ or choose ‘Print’ from the

Adobe toolbar

Ensure you have correct printer selected.

Then select Shrink oversized pages and Portrait.

There shouldn’t be any other changes needed but double check that your window looks the same as the one on

this step and then click Print.

Important not for Zebra GK 420d Users

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TROUBLESHOOTING

Adobe Reader

Adobe Reader is a key part to Despatch Manager Online and it therefore can be the cause of many printing issues.

Check your Adobe Reader version Uninstalling Adobe Reader Installing Adobe Reader

The only version of Adobe Reader that should be installed on the computer is Adobe Reader X (11.0.0) or higher.

To check this, please open your Adobe Reader, click Help from the top toolbar and select About Adobe Reader.

If Adobe Reader X (10.1.1) is installed already but you are still

experiencing difficulties in printing and you have checked that your printer has been installed as per our instructions you may need to un-install and re-install Adobe Reader.

To do this please click Start / Control Panel and then choose Uninstall a program. Select the Adobe Reader program and then click Uninstall.

Follow the link below to install Adobe Reader:

http://get.adobe.com/uk/reader/

*TIP* - Adobe Air conflicts with Adobe Reader and should be removed as per the Uninstalling instructions above.

Printer Calibration

All printers will need calibrating from time to time. Manual calibration is recommended whenever you are using pre-printed media or if the printer will not correctly auto calibrate. Some of the more common printer calibration instructions are listed below (if you your printer isn’t shown below please consult your printers instruction manual).

Zebra GK420d Zebra LP2844 Citizen CLP

1. Make sure labels are loaded. 2. Turn on the printer power.

3. Press and hold the Feed button until the green status light flashes once, then twice and then continuing until the flash groups reach the group

1. Make sure the printer power is off and that labels are loaded. 2. Press and hold the feed button then turn on the printer power.

3. Continue to hold the feed button until the status light LED flashes. Release the feed button.

1. Load the paper and close the mechanism. 2. Turn ON the printer holding the top 3 buttons (PAUSE, FEED and STOP)

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of seven flashes. Release the Feed button. 4. The printer will set the media sensor for the label backing being used. After it has finished making this adjustment, the roll will automatically feed until a label is positioned at the print head. A profile of the media sensor settings will print. Upon completion, the printer will save the new settings in memory and the printer is ready for normal operation.

4. The printer will set the media sensor for the label backing being used. After the printer is done making this adjustment, the roll will automatically feed until a label is positioned at the print head.

5. The configuration settings will print. Upon completion, the printer will save the new settings in memory and remain in diagnostic dump mode.

6. Press the feed button. The printer will dispense another label with the message "Out of DUMP" and be ready for normal operation.

4. Press and hold the MODE button. While keeping it depressed, press and release the PAUSE button.

5. The printer will move the paper about 1cm making a slight buzz at the same time. The condition light will flash briefly and the Print light goes off while the paper is moving. 6. The calibration is now complete. If there are no error messages, press the STOP button to save the changes and the printer resets.

Removing Printers & Drivers

The following instructions explain how to remove the printer and driver you have installed so that you can start again with the installation. This should only be carried out if you are unable to print or your labels are not printing correctly and have tried all other solutions.

Uninstall a Seagull Scientific driver and printer Uninstall a Z-Designer driver and

printer Re-Installing Printers and Drivers after removal

1. Click “Start”

2. Click “Computer” then hard drive or local disc (C:)

3. Find “Seagull” folder

4. Click “DriverWizard.exe”

5. Click “Remove printer drivers” and then “Next”

6. Click “Automatically remove all Drivers by Seagull” and then click “Next” If you cannot find the seagull folder, you may have installed the Z-Designer driver which is a different driver to the one we recommend installing and may in fact be the cause of your printing issues. You will need to remove this printer and driver by following the instructions in this section.

1. Turn off Status Monitor, located in the bottom right of the screen, right click and left click “Exit”

4. Find “ZD2663” folder

5. Click “PrnInst.exe”

6. Click “Next”

7. Click “Uninstall All Printers”

3. Find “Seagull” folder

4. Click “DriverWizard.exe”

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How to change the printer port (due to non printing of labels)

Click "Start" and then "Devices and Printers"

("Printers and Faxes" if Windows XP). "Printer Properties" (“Properties” if Windows XP). Right click on Printer and select “USB001 (Virtual printer port for USB)”Click on the "Ports" tab and choose

FREQUENTLY ASKED QUESTIONS

Why is my printer not responding?

 Check the correct printer is being selected when printing

 Cables – Is the power cable plugged in and is the USB cable connected to the computer (try another cable, as the one you are using maybe faulty)

 Port – Has the wrong port been selected during installation (this can be changed by right clicking on the printer in the Windows Printer & Faxes list and choosing; Printing Properties/Properties > Ports)

 Hardware – If the above 3 have all been checked the printer possibly may have a fault and you may need to contact the retailer/manufacturer

How do I stop my printer

printing over 2 labels?  You may need to calibrate your printer - Go to Printer Calibration within the Troubleshooting section (page 8) My labels aren’t printing in the

right place, how do I adjust the position of the labels?

 You need to re-align your labels - Go to Making Adjustments To Label Alignment within the Troubleshooting section (page 6)

 You may need to re-install Adobe Reader, as you either don’t have the latest version or it hasn’t installed correctly – Go to Adobe Reader within the Troubleshooting section (page 8)

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window has appeared, but all I can see is a grey / white background?

 Alternatively Change Adobe Reader’s preferences to download the PDF image in an Adobe instead (with Adobe Reader open: Edit > Preferences > Internet > Un-tick ‘Display PDF in browser’) CAUTION – If you change this preference you will not be able to save your printer as DMO’s default within the Admin (Printer Settings) menu after logging in (although you could work around this by setting the printer as your Windows default – this is done by right clicking on the printer in the Windows Printer & Faxes list and choosing Set as default)

Why can’t I save my printer in the DMO ‘Printer Settings’ screen?

 Change Adobe Reader’s preferences to Display PDF in browser (with Adobe Reader open: Edit > Preferences > Internet > Tick ‘Display PDF in browser’)

 If this doesn’t solve the issue re-install Adobe – Go to Adobe Reader within the Troubleshooting section (page 8) Do you have a helpline I can