We can resolve this issue by upgrading your printer's firmware. Please send us the printer information. The detailed steps are as follows:
1.If your printer is connected to a phone, please download the Labelife APP from your mobile app store, connect your printer to the Labelife APP, and provide us a screenshot of the printer firmware information as shown below. Please send us the last screenshot with the printer information.

 2. If your printer is connected to a computer, please click the link below to download the PC Labelife software.
https://labelife.net/#/download
Then connect the printer to the Labelife software. Please provide us with a screenshot of the printer firmware information as shown below. Please send us the last screenshot with the printer information.