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FAQ

FREQUENTLY ASKED QUESTIONS

 

GENERAL INFORMATION FAQ:

LASER LABELS FAQ:

THERMAL LABELS FAQ:

DYMO FAQ

 

Haven’t found the answer to your question?

Please email your questions to support@ga-international.com, call us at 1-450-973-9420 (other countries)/1-800-518-0364 (toll free Canada-USA) or chat live with us during business hours by simply typing in the chat box below. You can also visit our contact us page.


 

GENERAL INFORMATION FAQ:

Is it possible to return items for a refund?

Of course. All GA International products (except software & hardware, see below) have full satisfaction guarantee for 90 days. If you are not completely satisfied with your purchase, return it within 90 days for a full refund or replacement. All labels, tapes and ribbons have 12 months guarantee. For other products please contact us for warranty details.

A 10% restocking fee is applicable for returns not related to the performance or the quality of our products.

We offer 30 day trial version of software which can be downloaded free of charge for evaluation purposes. We do not accept returns or offer refunds on software & hardware that have been opened.

Prior returning the product please contact us by phone, fax, e-mail or through a "contact us" page for obtaining a Return Merchandize Authorization (RMA) and return instructions. The returns will not be accepted without a Return Merchandize Authorization number issued by GA International Inc.

 

Do you collect information from buyers? 

We collect personally identifiable information, such as names, postal addresses, email addresses, etc., when voluntarily submitted by our visitors. This information is used only to fulfill your specific request, unless you give us permission to use it in another manner, to add you to one of our mailing lists for example. We may share information with governmental agencies or other companies assisting us in fraud prevention or investigation. Please visit our privacy policy page for more details.

 

 

LASER LABELS FAQ: 

Where can I download label templates in Word format for printing laser and inkjet labels?

We provide free Word label templates in both Letter Sheet Format (8.5”x11”) and A4 European Sheet Format (210mm x 297mm) for easy formatting and printing of all our laser and inkjet labels. You can download them for free here or by clicking on the Label Templates tab.

To quickly find the template corresponding to your labels, take a look at the SKU identifier of your labels. For labels in Letter Format (SKU : CL-00 or AJA-00), the SKU’s numeric characters (00 in the examples given here) give you the identification number (#00) of the corresponding template. For labels in A4 Format, the labels and the corresponding template share the same SKU identifier (A4CL-00).

 

Can I print a few labels and save the label sheet for future printing?

Yes. At GA International, we design our labels for the real life, and for them to be used by real people. We understand that sometimes, a full sheet of labels is a lot of labels and that you might want to print only a few and save the remaining labels for later. This is why we designed laser label sheets that can withstand multiple passes in a laser printer, without the labels peeling off or jamming the printer.

 

The imprint on my cryogenic laser labels is too close to the edge of the labels/ exceeds the labels.

Please adjust the side margins in your template to correct this issue. To do so, follow these easy steps:

- In Word 2007, click on the 'Mailings' tab, then on the 'Labels'. 

- In the new window, click on 'Options'.

- In the next window, select the correct label design in the 'Product number' box, e.g. CL-12 and click on 'New Label'.

- In the new window, increase the side margins as desired. Confirm your changes by clicking 'OK'. Close the following window by selecting 'OK' again.

- Close the final window by selecting 'New Document' in order to create a new template with the new side margin values.

- Repeat the above steps if the printout is still too close to the edge of the labels or if you increased the side margins too much.

 

The ink does not stick to my labels and comes off when I remove the labels from the sheet.

The ink is not fused with enough heat to your labels. Please verify your settings as follows:

- Press the Print button, then click on 'Properties' next to your printer's name.

- Verify the Media/Paper Type. Most likely, it will be set to 'Plain Paper'. Click on the drop down box and select 'Label' as Media Type. If your printer does not offer label as an option, please select 'Thicker Paper'.

 

I want to print my labels from the paper tray but always get an error message telling me to load paper into the manual feed.

- In Word 2007, select the 'Page Layout' tab and click on the Expand icon in the 'Page Setup' box.

- Select the 'Paper' tab in the new window and set the 'Paper Source' for both first and other pages to 'Default Tray (Auto Select)'.

 

 I only see a blank page when I open a template which I downloaded from your website.

Word 2007 & 2010: Please select the 'Layout' tab under 'Table Tools' (at the right end of your tab bar) and select 'View Gridlines'.

Word 2003: Select the 'Table' tab and select 'Show Gridlines' from the pulldown menu.

Pages: Click on 'View' and select 'Show Layout'.

 

Can I print barcodes using your Word templates?

Yes, but an additional software is required. Please contact us for more information.

 

THERMAL LABELS FAQ:

What is the difference between direct thermal and thermal transfer printing?

Direct thermal and thermal transfer printing share many similarities. Both techniques use a heated print head in order to print on a substrate, such as blank labels. The main difference between the two techniques is the presence of a printing ribbon in thermal transfer printing, absent in direct thermal printing.

More precisely, direct thermal printing uses a heated print head to print on thermosensitive paper labels. The heated print head comes in direct contact with the label, thus the term direct thermal printing. When heated, the thermosensitive coating of the labels reacts and darkens, creating the desired print. However, this coating is unstable and the printed information is prone to fading over time, especially when stored in hot or humid conditions. Scratches can also produce enough heat to create marks on the label and affect the quality of the print.

In contrast to direct thermal printing, thermal transfer printing uses a ribbon to print information on labels. The heated print head is used to melt the ink coating of a ribbon, transferring it to the label, thus the term thermal transfer printing. Since the label itself is not reactive, the print produced by this method is much more stable and a lot more durable. Thermal transfer labels are usually made from a thermoplastic film but can occasionally be made from paper material as well.

 

Where can I find templates to format and print my direct thermal/thermal transfer labels?

You can design your own template(s) using a label printing software, such as the BarTender Barcode Label Software. BarTender is a user friendly software that makes it easy to design templates. Its Wizard will guide you through the necessary steps.

If you need further assistance in creating your own template(s), do not hesitate to contact us at your convenience.

 

 

 

The printout on my thermal transfer labels is very faint and barely legible.

Most likely, there is not enough heat applied to the ribbon to efficiently transfer the ink to the label, especially if you use a Resin ribbon.

The settings can be adjusted easily if you use the BarTender label printing software. Press the Print button and select 'Document Properties' just underneath your printer's name.

Please verify first that the current settings in the 'Stock' tab are correct. Your print method should display 'Thermal Transfer' and the Media Type should reflect your type of label (please see 'Why does my label have a black mark at the back or a notch between two labels?').

Please select the 'Options' tab next and uncheck the checkmark next to 'Use current printer settings' in the 'Darkness' field. With 'Relative' selected, move the bar to the right to about 20 and confirm with OK. This should increase the darkness of your printout. Please increase the darkness further if the problem persists.

If the printout is still not as expected, even with the darkness set to maximum, uncheck the checkmark next to 'Use current printer settings' in the 'Speed Settings' field. Then reduce the printing speed to 3.00in/sec or even to 2.00in/sec.

If you do not use BarTender, you will have to adjust the darkness settings in your printer settings directly. For your Citizen CL-S631 printer, please refer to pages 31 and 34 of your printer manual for changing the settings. For your Zebra GX430t printer, please refer to page 107 of your printer manual.

 

Why do my labels have a black mark in the back or a notch between two labels?

In order for labels to move correctly through a label printer, and for the print to be correctly aligned on the labels, the printer has to be able to identify where each label starts and ends. To do so, the printer uses sensors to detect black marks, positioned behind labels, or notches, positioned between labels. This allows the printer to position labels properly and to produce a well aligned printout. In order for the sensors to detect the black marks or notches, please make sure that you select the correct 'Media Type' as described below.

If you use BarTender, please press Print and click on 'Document Properties' underneath your printer's name. Select the 'Stock' tab and make sure that 'Non Continuous (Mark Sensing)' is set as Media Type.

You can adjust the settings on your printer directly if you do not use BarTender. For your Citizen CL-S631, please refer to pages 45 to 47 of your manual. Your sensor will have to be set to “Reflective” in order to recognize the labels correctly. For your Zebra GX430t printer, please refer to page 102 and/or page 107 of your manual.

 

I just changed my roll of labels and the printer will not stop feeding labels.

Most likely, the sensor settings are not correct for your type of labels. Please refer to 'Why do my labels have a black mark in the back or a notch between two labels?' for adjusting your sensors.

Before changing sensor settings on your Citizen CL-S631 printer, please make sure that your sensors are aligned correctly. In order to do so, please open the lid of your printer and push the large blue-head lever to open the head unit. Open the sensor arm and remove any label which may have been installed before closing the sensor arm again. Make sure that the triangle on top of the sensor arm and the white dot on the lower sensor are aligned and approximately in the middle of your label. If this is not the case, please adjust your sensors. You can also refer to page 46 of your manual for more information.

 

The printing stops after a few labels and an alarm sounds / the LED starts flashing.

Your printer may not be calibrated correctly or may not recognize the labels correctly. Please make sure that you use the correct sensor settings, i.e. 'Non Continuous (Mark Sensing)' for labels with a black mark or notch, and 'Non Continuous (Web Sensing)' for labels with only a gap between two labels. Please refer to 'Why do my labels have a black mark in the back or a notch between two labels?' on how to adjust the sensor settings.

For your Citizen CL-S631 printer, please refer to pages 46 and 47 of your manual on how to calibrate the transparent and reflective sensors respectively. For your Zebra GX430t printer, please refer to 'Manual Media Calibration' on page 107 of your manual.

 

Can I import data from my database into BarTender and print the information on my labels?

Yes. This requires at least the Professional version of the BarTender software though. In order to import your data, you will have to create a text field or barcode first. Next, double-click on the text box/ barcode and click on the icon to the right of the box which reads 'Embedded Data'. Select 'Database Field' from the dropdown menu and click on 'Next'.

Click on the 'Database Connection Setup' button and follow the wizard.

Please do not hesitate to contact us at your convenience if you have questions concerning the setup or problems connecting your database to BarTender.

 

Which driver do you recommend?

We recommend to install the latest printer driver which is available on the website of Seagull Scientific. Please go to 'Windows Printer Drivers' in the 'Software Downloads' drop down menu. Scroll down until you find your printer brand and click on its name. Save the file and open it. Please follow the driver installation wizard.

Please do not hesitate to contact us at your convenience if you require further information or assistance.

 

My Citizen printer does not recognize the wrap-around labels with notch and issues an error message. What should I do?

The printer sensors have to be calibrated in order to recognize the gap between the labels. To do so, please remove the labels in your printer and turn the printer off. Hold the Pause, Feed and Stop keys while turning the printer back on. Keep on holding those three buttons until the Power, Print and Condition LEDs are lit up, then release the keys. Hold the Mode/Repeat key and press the Pause key briefly. Release both keys. You will briefly hear a sound when the roller in your printer turns. Your sensors are calibrated once the noise stops. Press the Stop key to exit the setup menu. Your printer is now ready to use.

You will have to recalibrate the sensors if you switch between labels with notches and with regular gaps, i.e. when you can see backing paper between two labels. In that case, please remove the first label of your roll and place the backing paper between the two sensors. Repeat the steps described above to recalibrate the sensors for detecting the backing paper in between two labels.

 

DYMO FAQ

Can I print GA International direct thermal labels (SKU : DFP) with my DYMO printer?

No. DYMO printers are really specific. In order to be able to identify where each label starts and ends, and  for the labels to move correctly through the printer, DYMO printers require the rolls to have very specific notches in between labels, notches that are different from what other direct thermal/thermal transfer printers use.

We do provide DYMO compatible labels to use with DYMO printers. To see all our DYMO compatible labels, please click here.

 

Haven’t found the answer to your question?

Please email your questions to support@ga-international.com, call us at 1-450-973-9420 (other countries)/1-800-518-0364 (toll free Canada-USA) or chat live with us during business hours by simply typing in the chat box below. You can also visit our contact us page.

 

 

 

 

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