Frequently Asked Questions

1. I can't find the system, printer model or product that I want. Do you only sell what is displayed on the website?
2. Where can I find the user manual for my system?
3. Can you provide the technical drawings for a specific system?
4. Can you provide technical and safety data sheets for a specific product?
5. Do the systems that you sell have CE certification and do they respect the European norms?
6. What is the warranty for the systems?
7. Why should I buy the machines from you and not directly from Weber^®?
8. I was able to find a cheaper offer. Can you lower your price?
9. What are the payment terms and methods?
10. What are the delivery conditions and the delivery times?
11. If I need technical assistance for systems outside the warranty period, will you do it? At what cost?
12. Do you have any policy for system integrators and resellers?
13. Do you do special technical assistance contracts?
14. What are your opening hours?

1. I can't find the system, printer model or product that I want. Do you only sell what is displayed on the website?

Not really, so maybe we can help. On our website we only display the most common products that are adequate to most of our customers. If you need a specific product or system, or by any reason an older one, please contact us. Some of our products are not listed on the website. However, we do sell neither textile labels nor textile printers.

2. Where can I find the user manual for my system?

We supply the documentation in Portuguese and English when we deliver our labelers, print-and-apply systems and inkjet coding solutions and we can re-send you the user manuals in PDF format by email at any moment.
The user manuals for printers from other manufacturers such as Zebra, Datamax, Sato, Cab, Epson, Novexx, among others, should be obtained or requested on the respective brand's website, whenever they are not included in the scope of delivery. But, if we have the manuals, you can also send them to you if you need.

3. Can you provide the technical drawings for a specific system?

We can provide drawings with the measurements for practically all of our systems. We can supply them in PDF or, in the case of labeling systems, in CAD.

4. Can you provide technical and safety data sheets for a specific product?

Of course. We have technical and safety data sheets for products such as print ribbons, inks for inkjet and cleaning sprays.

5. Do the systems that you sell have CE certification and do they respect the European norms?

Yes, all of the systems have CE certification and comply to the European Union machine directives.

6. What is the warranty for the systems?

Unless a longer period of time is mentioned or negotiated, the warranty for industrial systems is 1 year.

7. Why should I buy the machines from you and not directly from Weber^®?

Because we are the official Weber^® distributors in Portugal. Our selling prices are not higher than what you can get by buying directly. When buy from MGS - Sistemas de Etiquetagem, Lda., you will have benefits such as, for example, in the technical assistance and support if your company operates in Portugal. Not only on our business, but generally it is always a good policy to buy from the official national distributors of your country. If your company is from a foreigner country, it is recommended that you contact the Weber^® representative of your respective country.

8. I was able to find a cheaper offer. Can you lower your price?

If you found the exact same product or system or a similar one with the same characteristics at a lower price, we can try to match it, but it is not always possible. Make sure that the product or system that you are being offered really has the same quality and that you will get proper support in the future. If we cannot match the price, we can always recommend an alternative product or model that is more economical.

9. What are the payment terms and methods?

The terms and conditions will be specified on our written quotation. But you can find more information in Payments and Shipments.

10. What are the delivery conditions and the delivery times?

The terms and conditions will be specified on our written quotation. But you can find more information in Payments and Shipments.

11. If I need technical assistance for systems outside the warranty period, will you do it? At what cost?

Yes. Besides the cost for the parts themselves, we have a price list for laboring and traveling costs that you can request. We can travel to any point in mainland Portugal or you can send us your system for repairs at our facilities.

12. Do you have any policy for system integrators and resellers?

Yes. If you want to integrate or resell our systems, in certain cases, we can do special prices. If you want to export our systems abroad, you should inform us of that situation. With the Weber^® policy for Global Export, the system integrator companies can export our systems as part of a bigger system and the final user gets all the technical support in the destination country, performed by the local distributor of that said country, all completely transparent and without additional costs. All that a system integrator must do is mention that the system is for resale and when the destination country is known, inform us about it so that we can proceed with the transfer of responsibility of the system to the local distributor.

13. Do you do special technical assistance contracts?

We do celebrate contracts for corrective and/or preventive maintenance. Contact us for more information.

14. What are your opening hours?

Check our opening hours here and the time periods for deliveries and pick-ups here.

1. I discovered that my Legitronic^® Labeling Software release is not the latest version. Can I download or get the new version for free?
2. In which operative system can I install my Legitronic^® Labeling Software version?
3. Why does Legitronic^® shows the error "security module not found" when starting up and I can't print labels?
4. When printing a label, the printer does nothing and in Windows a message is shown stating "impossible to communicate with the printer". How do I solve this?
5. Why is the printer's rewinder not working?
6. The cutter of the printer does not cut, when it cuts the printer pauses or the printer pauses instead of cutting. What should I do?
7. In Legitronic^®, I have created a label with a counter, but when printing its value is not updated. Why?
8. I am getting print problems after a Windows^® update. How to fix it?
9. Why is it that blank vertical lines appear on the label, always at the same place, every time I print?
10. The print has bad quality, with the text barely visible or too bold. How to correct this?
11. Why does the print ribbon breaks or gets wrinkled?
12. The label does not stop always at the same place in relation to the printhead or peeler bar. How to fix this?
13. The label is properly calibrated, but not on the desired stop position. How can I make it stop a bit further ahead or behind?
14. The system enters in error condition. What to do now?
15. No error is shown, but the system is showing a malfunction, vibrations or emitting abnormal noises. What should I do?

1. I discovered that my Legitronic^® Labeling Software release is not the latest version. Can I download or get the new version for free?

Unless it is a critical bug correction or you have made a special contract stating otherwise, you cannot get the new versions for free.

2. In which operative system can I install my Legitronic^® Labeling Software version?

Legi80 is the first version for old DOS systems.
The 16bit versions (v2.x.x) are only recommended on Windows^® 95, 98 2000/ME.
32bit versions (v3.x.x) require Windows^® XP or higher and work on both 32- and 64-bits variants. However, for Windows^® Vista and Windows^® 7 it is necessary to have version 3.6.5 or higher. For Windows^® 8, 10 and 11 it is recommended that you have version 3.7.5 or above.
The latest versions of Legitronic still run in Windows XP^®.

3. Why does Legitronic^® shows the error "security module not found" when starting up and I can't print labels?

You must connect the print license to the computer (USB or parallel dongle). If the error persists, check the installation of the Sentinel program, which is responsible for identifying the print key (usually you can do this in the Start Menu->All Programs->Weber Marking Systems->Legitronic Labeling Software->Sentinel Installer).

4. When printing a label, the printer does nothing and in Windows a message is shown stating "impossible to communicate with the printer". How do I solve this?

Make sure the printer is on and ready to print (no errors). Make sure the printer driver is sending data to the correct communication port. To do so, open "Printers" in the "Control Panel" in Windows^® and then, using your mouse, right click on the printer's icon to open the properties of your printer. Look for the tab "Ports", and make sure that the tick is on the right port (COMX, LPTX, USBXXX or IP). If you are using the communication serial port (COMX), make sure you have configured the port with the correct values by pressing the button "Configure Port..." in the same tab. The values should be the same as the values used by the printer (refer to the printer's menu or manual for more information). If you are not using a COM port, disable the "Bidirectional Support" option. If you are using a network cable, make sure you are using a "Standard TCP/IP" port with the RAW protocol (port 9100) and that the selected IP address is in fact the one the printer is using. You can use the ping command to test if the printer is accessible inside your network.

5. Why is the printer's rewinder not working?

On your printer's menu, you should set the print mode to rewind. Also make sure that the label format does not send a configuration to the printer with a different print mode. If you are using Legitronic^®, open the label for edition and in the File menu go to "Printer Setup...".

6. The cutter of the printer does not cut, when it cuts the printer pauses or the printer pauses instead of cutting. What should I do?

Make sure you have activated the cutter. To do this, open "Printers" in the "Control Panel" in Windows^® and then, using your mouse, right click on the printer's icon to open the properties of your printer. On the "Device Settings" tab, set the option "Cutter" to "Cutter installed". Additionally, open the label format for edition in Legitronic^® and on the menu "File->Printer Setup" activate the cutter (cutter: enabled). The print mode to send to the printer should be cutter, or in case you don't send it in the software, you should manually configure it in your printer's display menu. The print quantity "Cut/Pause" will now define the interval of labels before executing a cut, and it should not pause the printer.

7. In Legitronic^®, I have created a label with a counter, but when printing its value is not updated. Why?

There are two ways to make counters work. The first method is to create the counter using a printer's font, so that the printer can understand what the current value is and increment or decrement it. When using fonts from Windows^®, the texts are sent as images and the printer will not know how to handle the counter. For these situations, you have to go to the menu "File->Printer Setup..." and use the computer repetition mode (instead of printer repetition). Like this, instead of sending a single print job, each label is individually sent one at a time, and each of them will have the updated counter value. Both methods require that you install your printer using the included Legitronic^® printer drivers.

8. I am getting print problems after a Windows^® update. How to fix it?

During Windows^® 10 and 11 big version updates, the system also updates all the installed drivers. If you have a Zebra^® printer connected with an USB cable, the system will detect the printer and will replace the drivers with the Zebra ones (called ZDesigner). You will need to reinstall the printer using the Legitronic^® print drivers.

9. Why is it that blank vertical lines appear on the label, always at the same place, every time I print?

Turn off the printer and clean the printhead with a soft cloth and a bit of alcohol. Clean the rubber roll (platen) as well. Let everything dry properly before turning the printer back on. If the problem is not solved, it is possible that the printhead has those dot elements permanently damaged and the whole head needs to be replaced. The printheads are wearable components that will eventually fail. But to avoid premature malfunctions, proper cleaning of both the printhead and rubber roll must be performed regularly.

10. The print has bad quality, with the text barely visible or too bold. How to correct this?

First try to reduce the print speed. Also, every thermal printer must have a configuration to change the temperature generated by the printhead. Some manufacturers simply call it temperature, others give other names like heat, contrast or darkness. You should also make sure that the print media combination (type of labels and type of ribbon) is appropriate. For inkjet printers, check the print resolution and if the material of the labels is appropriate for inkjet.

11. Why does the print ribbon breaks or gets wrinkled?

Assuming that both the ribbon and label rolls are properly loaded, try reducing the print speed and print temperature. The ribbon should be only slightly wider than the label roll. Check and adjust the pressure on the printhead. If the problem persists, the re-alignment of the printhead with the rubber roll (platen) might need to be performed.

12. The label does not stop always at the same place in relation to the printhead or peeler bar. How to fix this?

The printer is not properly calibrated. Calibrate the printer. Some models have an advanced calibration option in which the printer asks the user to first load only the liner (without the labels). Check more details in the user manual of your printer. If the problem persists, the label sensor might be unaligned with the labels or dirty with dust.

13. The label is properly calibrated, but not on the desired stop position. How can I make it stop a bit further ahead or behind?

Most systems allow a position adjustment. Some manufacturers call that configuration position(ing), stop position or tear-off. Consult more details in the user manual of your system.

14. The system enters in error condition. What to do now?

Please refer to the user manual to search for information related to the error being shown. If you are unable to clear the error or the error keeps coming back, contact us mentioning the error code, the error message, the LEDs flashing state and in which situation the error appeared (when you turn on the system, when calibrating, when you start a print, after changing the label or ribbon rolls...).

15. No error is shown, but the system is showing a malfunction, vibrations or emitting abnormal noises. What should I do?

Please contact us as soon as you notice any malfunction or anomaly in your equipment.

1. Why do I get a bad print every two prints?
2. How can I get a darker print?
3. Why do the prints get stretched or squeezed?
4. The print starts perfect, but soon after, at the top appears a spot that does not print at all. Why?
5. Why do the prints get blurry?
6. I bought the Advanced features upgrade pack but I now need the Pro features. Is it possible to execute a new version upgrade?
7. The system enters in error condition. What to do now?
8. No error is shown, but the system is showing a malfunction, vibrations or emitting abnormal noises. What should I do?

1. Why do I get a bad print every two prints?

The cartridges have two nozzle rows and the controllers are usually configured to use each row in an alternate manner (A~B). If one of those rows is faulty, then at every two prints the texts will show that defect. You can change the mode to use only the A row. If the problem changes to every single print, then select the B row. If you replace the cartridge and the problem continues to happen when using the A~B mode, then there could be some damaged pins in the board.

2. How can I get a darker print?

Increase the print resolution. You can also print with both nozzle rows of the cartridge at the same time, selecting the A+B mode. Please be aware that in the A+B mode, the print speed must be exactly synchronized with the speed at which the products are traveling (an encoder is highly recommended) and the ink consumption will be doubled and the drying times of the ink on the surface of the product may increase. Another solution is to change to an ink type that is darker by default.

3. Why do the prints get stretched or squeezed?

The print gets stretched if the print speed is set to a value that is lower than the speed of the product. The opposite situation indicates a print speed that is too fast.

4. The print starts perfect, but soon after, at the top appears a spot that does not print at all. Why?

That is the typical symptom of air inside the cartridge. Once the cartridge is opened for extended periods of time and if it is not handled correctly, air will enter inside the cartridge and when a print is initiated, since it is lighter than the ink, those air bubbles will block the top nozzles. Replace the cartridge or try to recuperate it using the ink activator syringe to extract a bit of ink from inside (never attempt to inject air or ink into the cartridge).

5. Why do the prints get blurry?

Make sure the printhead is close to the product when printing. Generally, the printhead should not be more than 5mm away from the product's surface. Ensure as well that, if you are using both nozzle rows at the same time (A+B mode), the print speed is configured to exactly match the speed of the product (an encoder is highly recommended), otherwise change to the A~B mode (the print will be less dark, but you also cut the ink costs to half).

6. I bought the Advanced features upgrade pack but I now need the Pro features. Is it possible to execute a new version upgrade?

Yes, of course. And the best is that the upgrade cost is the difference of the two versions, that is, to the cost of the upgrade Basic->Pro the cost of the upgrade Basic->Advanced is discounted.

7. The system enters in error condition. What to do now?

Please refer to the user manual to search for information related to the error being shown. If you are unable to clear the error or the error keeps coming back, contact us mentioning the error code, the error message, the LEDs flashing state and in which situation the error appeared (when you turn on the system, after changing configurations, when you start a print, after changing the cartridge...).

8. No error is shown, but the system is showing a malfunction, vibrations or emitting abnormal noises. What should I do?

Please contact us as soon as you notice any malfunction or anomaly in your equipment.