Setup and diagnosis of label printing in Torgsoft

Instructions for resolving common label printing issues in Torgsoft: blank labels, skipped labels, print misalignment, barcode reading problems, failures when working via RDP, program freezing, or printer disappearance.

When label printing starts working unstably

• after connecting or replacing a label printer;

• after updating Windows or the driver;

• when working via RDP (remote desktop);

• after changing the label format or print template.

How to understand what exactly the problem is

• the printer prints blank labels;

• printing goes on every other label or with skips;

• the text or barcode shifts;

• the scanner does not read the printed barcode;

• the printer disappears from the list or prints characters with incorrect encoding
  (for example: Ìîëîêî, ╨е╨╗╤Ц╨▒);

• Torgsoft freezes while sending to print.

What most often breaks label printing

• incorrect loading of the thermal label or ribbon;

• an inappropriate printing method (Direct Thermal / Thermal Transfer);

• an incorrect or incompatible driver version;

• different driver versions on the local PC and the RDP server;

• an incorrect label size (Stock / Page Setup) in the driver;

• lack of label sensor calibration (Gap Sensor);

• Windows scaling greater than 100%;

• changing the USB port or a Windows print queue failure.

How to restore stable label printing

Scenario 1. The printer prints blank labels

Check the label loading

• a thermal label has only one sensitive side;

• the working side must contact the printhead;

• a reversed ribbon leads to blank printing.

Check the printing method in the driver

• without ribbon — Direct Thermal;

• with ribbon — Thermal Transfer;

• the wrong method causes blank labels even with the correct template.

Check the driver version

• when working via RDP, stable drivers are from the 2018.x–2019.x series;

• new drivers (2023–2024) often cause blank or unstable printing.

Scenario 2. Printing goes on every other label (especially via RDP)

Typical sign

• from the local computer, labels print correctly;

• from remote desktop (RDP), printing goes on every other label or with skips.

In this case, the problem is not calibration and not the template.

Main cause

The printer driver on the local PC and on the RDP server:

• must be the same version;

• must be compatible with RDP printing.

If the versions differ or the driver is not designed to work via RDP, Windows incorrectly transmits label feed commands, which leads to skips.

What to do

• check the driver version on the local PC and on the server;

• install the same driver version on both systems;

• use drivers tested for RDP (usually 2018–2019);

• after reinstalling, perform Gap Sensor calibration.

Scenario 3. The scanner does not read the barcode

Check Windows scaling

• display scaling must be 100%;

• values above 100% can change the actual geometry of template elements.

Check the barcode print boundaries in the template

The most common reason for unreadability is that the outer bars or quiet zones are not fully printed.

• if at least one outer bar is cut off or goes beyond the label boundary,
  the scanner will not read the barcode at all;

• the problem often occurs after changing the template or the label size.

Solution

• open the label template;

• reduce the barcode width;

• ensure visibility of the outer bars and margins on the left and right.

Consider physical limitations

• 30×20 mm format — barcode only, without text;

• on small labels, any trimming is critical;

• budget scanners are especially sensitive to missing outer bars.

Check the condition of the printhead

• white vertical lines indicate contamination or wear;

• even partial damage can «destroy» an outer bar;

• clean the printhead with a lint-free alcohol-based cleaner.

Scenario 4. The printer disappears or Torgsoft freezes

Check the Windows print queue

• remove stuck jobs;

• if necessary, restart the Print Spooler service.

Check the USB port

• connecting to a different port creates a new printer «copy»;

• Torgsoft continues printing to the old port;

• in the printer properties, the check mark must be set on the correct USB00X
  (for example: USB08 … XP-420B).

Check the antivirus

• add the Torgsoft folder to exclusions;

• blocking temporary files causes freezes during printing.

Scenario 5. Printing with incorrect character encoding

• check Windows language and regional settings;

• check the AdminServer.ini file;

• an encoding mismatch leads to incorrect output of variables in the template.

Standard label formats: reference

• 30×20 mm — barcode only;

• 40×25 mm — barcode, name, price;

• 58×40 mm — weighed goods, extended information;

• A4 (sheet) — mass printing through the label buffer.

How to check that printing has been restored

• the test label prints without skips;

• the barcode is read on the first try;

• there are no stuck jobs in the Windows print queue.

How to avoid repeated label printing problems

• use the same USB port;

• disable USB power saving in Windows;

• use high-quality thermal labels;

• if performance slows down, run «Update statistics» in Torgsoft.

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