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#1 Posted : 2/15/2018 9:04:44 AM(EST)
PrintPromo

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I've been using your Clear Gloss for Laser labels for a few years now on our Xerox iGen press with no issues. I recently placed an order for 625 sheets of OL3072CL. Loaded them all into the feeder drawer. Job was printing perfectly until a sudden jam. Opened the drawer to see that a portion of the stack of labels appeared to be a different color (backing was yellower) so I took those out and continued to run the job without a problem. At first I thought that maybe that section that I removed was a little older and had turned slightly. Upon further examination I noticed that the backing paper was completely different than the rest of the batch and of any previous orders I have placed. Extremely smooth and slippery, almost like the inside of the liner. I thought maybe I got a batch for a different printer type, so I called customer service who told me that you have changed the backing and that this is a permanent change. I've tried multiple paper settings on my own and those recommended by customer service. Cannot get even one sheet through, the backing is way too slippery. Any other possible solution that might work? If I can't find a solution I will have to return these and unfortunately look for a new vendor for this type of label.

I"m told that the backing was only changed for this type of label and that regular paper labels have not changed.

Thank you.

Edited by user Tuesday, March 6, 2018 8:57:41 AM(EST)  | Reason: Not specified

#2 Posted : 2/16/2018 11:24:04 AM(EST)
Josh


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Occasionally we are put in a position that forces us to make a change to one of our materials. Our goal is to always keep our product line as consistent as possible, but when a supplier discontinues a raw material or makes changes that drastically reduce the quality of the product we have to react quickly and find a replacement material that continues to meet the needs and expectations of our customers.

We do not take these situations lightly. Any time we’re forced to transition to a new material we bring in an assortment of sample materials from many different suppliers. These samples are print tested extensively across a wide variety of printer models and application tested across many different containers and surface types. We continue evaluating different sample stocks until we are confident in the performance of the new material.

In this specific scenario the new liner was tested thoroughly in two different Xerox units - the Xerox Versant 80 and the Xerox 700 Digital Color Press. We don't have access to an iGen press so I can't directly compare the performance, but the operators that run our Versant 80 and 700 units have been very happy with the performance of the new liner in these machines. I spent some time this morning chatting with the operators in hopes of finding some more advanced settings to recommend that could potentially improve performance. Their suggested settings are listed below:

- Use bypass tray
- Use SEF (short edge feed)
- Media Weight: 177-220 gsm
- Media Type: Labels

These are the exact settings being used on our Xerox units when we run print jobs on the Clear Gloss Laser material. Hopefully these settings will improve performance for you as well. According to our press operators, the new liner actually performed better than the previous liner in terms of printer feed. This is likely due to the fact that the new liner does feature some anti-static properties to improve the way that plastic film materials are processed.

If you try these settings and are still experiencing issues please just let us know. We'll do whatever we can to assist with the problem.

#3 Posted : 2/16/2018 11:44:29 AM(EST)
PrintPromo

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Thank you for your response. The iGen does not have a bypass feeder tray, only high capacity feeder drawers, nor does it have a "label" options. I already tried different weight settings, so the only thing left which I didn't try is the short edge feed. I will try that as soon as I get a chance and will let you know it works or not.
#4 Posted : 2/21/2018 3:55:23 PM(EST)
PrintPromo

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Unfortunately, no luck with the short edge feed option. Any other options before I return the label stock I have?
#5 Posted : 2/22/2018 9:08:32 AM(EST)
Josh


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I'd like to check with the company that services our Xerox units to see if they have any experience working with the iGen presses and if there's anything else they'd recommend. Can you provide any additional details regarding the nature of the printer jam? Where is the jam occurring within the printer? Does the jam occur before or after the engine? Are any of the sheets with the new liner able to be printed successfully? If so, how many successful prints do you typically get before experiencing a jam?

If we're unable to resolve the issue we'll be happy to assist you in setting up a return - I just want to make sure we've exhausted every option first.

Edited by user Thursday, February 22, 2018 2:39:45 PM(EST)  | Reason: Clarified questions being asked for further assistance.

#6 Posted : 2/28/2018 1:22:05 PM(EST)
fleshtwister

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I am having a similar problem with the new backing on my inkjet printer.
I literally have to push the sheets for the printer to grab it.
#7 Posted : 2/28/2018 3:23:49 PM(EST)
Josh


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Originally Posted by: fleshtwister Go to Quoted Post
I am having a similar problem with the new backing on my inkjet printer.
I literally have to push the sheets for the printer to grab it.


fleshtwister -

I'm sorry again about the issues. In your other thread I provided some information regarding why the material had to be changed. It was an unfortunate situation and we reacted to the discontinuation of the previous foil products as best as we could.

I've taken note of your feedback, and we will continue working to actively improve the inkjet foil products as we move forward.

I apologize again for the inconvenience. If you are unable to use the products in the meantime you can initiate a product return at the following link:

https://www.onlinelabels.com/return.htm

#8 Posted : 3/6/2018 8:44:40 AM(EST)
PrintPromo

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Originally Posted by: Josh Go to Quoted Post
I'd like to check with the company that services our Xerox units to see if they have any experience working with the iGen presses and if there's anything else they'd recommend. Can you provide any additional details regarding the nature of the printer jam? Where is the jam occurring within the printer? Does the jam occur before or after the engine? Are any of the sheets with the new liner able to be printed successfully? If so, how many successful prints do you typically get before experiencing a jam?

If we're unable to resolve the issue we'll be happy to assist you in setting up a return - I just want to make sure we've exhausted every option first.




Hi. Just saw this response, didn't get email notification...The paper never makes it out of the paper drawer, jams partially out.

Never had any issues with the old labels, always ran flawlessly.

Edited by user Tuesday, March 6, 2018 10:39:54 AM(EST)  | Reason: Not specified

#9 Posted : 3/6/2018 1:52:33 PM(EST)
Josh


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I forwarded the details of your problem to the service technician that works on our Xerox Versant 80 and Xerox 700 units. Unfortunately, he hasn't worked with the Xerox iGen presses before and was not able to provide any information regarding a potential solution. He did mention that there are special service technicians called Xerox iGen Tigers that are assigned to customers who are running iGen presses. An iGen Tiger is a specialist on the press that could potentially work towards getting the stock running and then create a profile that is made specifically for the material. He said that if you were not sure who your iGen Tiger is, he could help track down the contact information.

Have you already gone down this route and spoken with a service technician regarding the jam that's occurring in the printer tray? If not, I'll be happy to reach back out to our Xerox representative to find the appropriate contact.

Please just let me know. I'll be happy to assist however I can.
#10 Posted : 3/6/2018 2:41:26 PM(EST)
PrintPromo

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Originally Posted by: Josh Go to Quoted Post
I forwarded the details of your problem to the service technician that works on our Xerox Versant 80 and Xerox 700 units. Unfortunately, he hasn't worked with the Xerox iGen presses before and was not able to provide any information regarding a potential solution. He did mention that there are special service technicians called Xerox iGen Tigers that are assigned to customers who are running iGen presses. An iGen Tiger is a specialist on the press that could potentially work towards getting the stock running and then create a profile that is made specifically for the material. He said that if you were not sure who your iGen Tiger is, he could help track down the contact information.

Have you already gone down this route and spoken with a service technician regarding the jam that's occurring in the printer tray? If not, I'll be happy to reach back out to our Xerox representative to find the appropriate contact.

Please just let me know. I'll be happy to assist however I can.



I have discussed it with our Xerox Service Tech (they are all "Tigers"). I happen to have a higher level tech here today and was just discussing the issue with him. I asked if the fact that the backing is more translucent than the old backing could be an issue (sensors do not properly detect the sheet). I will explore that possibility and will let you know if it yields any positive results.
#11 Posted : 3/8/2018 8:34:39 AM(EST)
PrintPromo

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Hi Josh,

The tech agreed with me, (and we tested it) It seems that the problem is the opacity of the backing. It is too translucent/semi transparent for the sensors to detect it properly. The paper needs to break a sensor beam to be recognized and apparently the sheet is not opaque enough to do this.
#12 Posted : 3/8/2018 9:30:01 AM(EST)
Josh


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PrintPromo -

We really appreciate the feedback. I'm sorry to hear you weren't able to get the stock working in your Xerox iGen. With how well the updated product performed in our Xerox units on site the assumption was that the it would run through other models equally well. I will pass your feedback along to the supplier of the liner for evaluation. If they're able to modify the backing at any point in the future I will reach out to you and send samples free of charge for testing.

I apologize again for the issue. We'll be happy to take back any material that you aren't able to use for a full refund. You can initiate a product return by visiting the link below:

https://www.onlinelabels.com/return.htm
#13 Posted : 3/8/2018 9:39:56 AM(EST)
PrintPromo

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Thanks Josh. I hope there is some change in the future as you've always provided an excellent product. Will continue to use your other products (white or other colored labels) as obviously the opacity won't be an issue.

(I confirmed with our tech that the other xerox printers use a different paper delivery method that would not be affected by this)

Edited by user Thursday, March 8, 2018 9:42:52 AM(EST)  | Reason: Not specified

#14 Posted : 7/19/2018 3:42:00 PM(EST)
PrintPromo

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Hi Josh,

I know it's only been a few months since I had a problem with the new backing on the clear gloss laser labels, just wondering if there have been any new changes that might make these work for us again.

Thanks.
#15 Posted : 7/19/2018 4:41:13 PM(EST)
Josh


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PrintPromo -

There haven't been any changes or modifications made to the liner on this product since our last correspondence. We'll continue to work with the supplier that produces the liner in hopes of improving the product, but I don't have a firm time frame as to when or if modifications will be possible. If an adjustment is made to the product we will absolutely reach out to you to provide samples for testing.

I apologize again for the inconvenience. Please let me know if there's anything else I can do for you at this time.
 1 user thanked Josh for this useful post: PrintPromo
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