Best Practices for Troubleshooting Shipping Label Printing Issues

Instructions for setting up thermal printers to print shipping labels are found in this path on the help guide:

Order Management : Shipping : Shipping Integration with FedEx, UPS and USPS/Endicia : Printing Integrated Shipping Labels With a Thermal Printer

If customers are unable to print any shipping labels from their thermal printers, proceed with the following checklist:

A. Is the Label Type set to EPL in the shipping carrier registration page?

Go to Setup > Accounting > Shipping to verify this.

B. Is the Integrated Shipping Label checkbox marked in the item fulfillment page?

C. Does the shipping item in the item fulfillment have the Shipping Label Integration checkbox marked?

Go to Lists > Accounting > Shipping Items and verify this.

D. Is the thermal printer they are using supported by NetSuite?

A list of support printers can be found on this solution article:

Zebra is phasing out LP2844 on February 28, 2011. What replacement printers can we recommend to customers?

https://system.netsuite.com/app/crm/support/kb/solution.nl?id=3309307

E. Can they print a test page using their thermal printer?

For Windows XP:

1. Click on the Start button, and click Printers and Faxes.
2. Right-click on the thermal printer icon, and click on the Properties option.
3. Click on the Print Test Page button.

For Windows 7/Vista:

1. Click on the Start button, and type in Devices and Printers on the search field.
2. Click on the link for Devices and Printers.
3. Right-click on the thermal printer icon, and click on the Printer Properties option.
4. Click on the Print Test Page button.

F. Is the label.bat file already created? Where is this file located?

If no file has been created, follow the steps available in the help guide. 

It is recommended to place the file in the desktop or in a path that is easily accessible to the user tasked in printing the shipping labels.

G. Are the contents in the label.bat file consistent with the recommended information from the help guide?

In the thermal printer properties, go to the Sharing tab and check if the Share this printer option is marked. If it is, verify if the Share name matches with the one entered in the label.bat file.

If the Do not share this printer option is selected, check if the name under the General tab matches the one in the label.bat file. 

H. Is the EPL2 file extension associated with the label.bat file?

For Windows XP:

1. Click on the Start button, and then click on My Computer.
2. Click on the Tools menu, and then click on Folder Options.
3. Click on the File Types tab.
4. Scroll down the list of registered file types to see if EPL or EPL2 is listed.
5. If listed, check if the Opens with option points to the label.bat. file.
6. If not listed, create the associated using the steps in the help guide.

For Windows 7/Vista:

1. Click on the Start button, and enter Index in the search field.
2. In the Indexing Options window, click on the Advanced link.
3. Click on the File Types tab.
4. Scroll down the list of registered file types to see if EPL or EPL2 is listed.
5. If listed, check if the Opens with option points to the label.bat. file.
6. If not listed, created the association using the steps in the help guide.

I. If the command prompt needs to be viewed during the printing process to see if any errors come up, follow the steps found in this solution article:

Determine DOS (Command Prompt) Errors arising from Printing Integrated Shipping Labels while Running Commands in a Batch File

https://system.netsuite.com/app/crm/support/kb/solution.nl?id=2890300