Answer to your Frequently Asked Question:

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Description of Problem 100000029628

Why do I receive an error message: "The roll of labels or tape inside the machine does not match the selected in the application." in P-touch Editor 5.x?

Description of Solution 200000038086

This error message is displayed on the computer because the size of labels or tape selected in the P-touch Editor does not match the one inside the printer.


1. Click on the Check Media button; the P-touch Editor will check which DK Labels/Tape roll is loaded in the printer and automatically select the Width and Length settings.  Next, try printing the label again to see if error message appears.


Note: Brother DK labels/tape rolls have special markings for the printer to detect which labels/tape roll is loaded.  Using a non-Brother roll without the special markings will not work in the printer.



2. If P-touch Editor does not detect the correct DK labels/tape roll (the DK identification label is located on the left side of the roll), remove the DK label/tape roll from the printer compartment.  On the right side of the compartment, there are five sensors to detect which DK roll installed in the printer.  They are small black post about 1/8 inch high stick out from inside the printer.  Visually check if any sensor stuck in the down position or physically damaged.  Next push down on each of the sensor switches; they should spring back up and they all should be the same height.  If it does not spring back up, the sensor switch is bad; the machine require service.



3. Reinstalling the Brother DK label/tape roll.  Insert the spool of the DK Roll along the spool guide of the printer.  Ensure the strip of labels/tape is NOT trapped under the spool on the right (the bottom of the spool has to make direct contact with the five switches located on the right side of the compartment) and the DK roll is seated firmly in the compartment.  Rotate the roll on the spool towards the back of the machine, it should rotate freely.  Next, thread the end of the roll into the slot until the edge of the roll can be seen at the front of the printer, close the cover and then check if the correct DK roll is detected.


4. If the printer still detect the wrong DK label/tape roll, try uninstalling and reinstalling the printer driver.


If the problem persists, your machine may require service.           

The machine has a two year limited exchange warranty. If the machine is in warranty, call Brother Customer Service at 1-877-Brother (1-877-276-8437) for warranty options.

If the machine is out of warranty, contact a Brother Authorized Service Center for repair by clicking on the link below:

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