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Solution - Check Serrated Blade

If your labels aren't tearing properly, it could be down to a missing blade.

If your labels are difficult to tear off or remove from the device it might be that the metal tear off strip has come away (examples as pictured).
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If the blade is missing, this is covered under warranty as it is a known hardware fault.
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We will need to provide you a replacement machine.
 
If the blade is present, you can try this article on replacing the label roll.