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We at SATO believe that if you have the best products & services, you should have the best services as well. SATO wants to facilitate a seamless, efficient workflow between hardware and software by resolving issues instantly.
Our online and offline support gives you the expertise to optimize the implementation of solutions to run your business productively. We protect the investment put by you into the system that run your business hence maximizing predictable performance and uptime to support your critical business operations. SATO’s expertise help you grow your business manifolds.
Technical Support Online Form
Please use the form below for communication with Technical Support. Kindly complete the form with as much detail as possible so that we may assess your situation and provide assistance.
If you are obtaining a Service Request, Please allow two business days for SATO Technical Support to respond to your request. Please wait for a Service Request Number and an attached Service Request Form to be issued before sending in your printer for repair.
For general technical enquiry, please utilise our General Enquiry Form.
Technical Tips / FAQ
Precautions for the safe handling of SATO battery packs in 14 languages (February 2021)
Please read this PDF document carefully for safety precautions on the handling of SATO battery pack:
>Click here to access document
Notice on lithium-ion batteries (January 2021 update)
We assure that lithium-ion batteries in our printers are designed and manufactured to be safe under normal use. However, it is when the batteries are physically damaged or exposed to strong impact that short circuit may occur inside the battery and cause overheating, smoke or fire. As this risk applies to all lithium-ion batteries in general, we ask that you take extreme care in handling these types of batteries.
For more information, please read this PDF document carefully:
>Click here to access document
Troubleshoot printing error with EXT icon appearing on LCD screen
Release date: November 10, 2020
Applicable printers: CLNX series, CL4NX Plus
If you send a print job and printer does not print, check to see if external signal interface (EXT) icon 
appears in the status bar on the top of LCD screen. This is an error that may occur for printers installed with combo interface cards.
The EXT icon indicates that your printer has the setting for external print start signal enabled and is awaiting external input/output signal for printing. If you are not using the external signal interface, you can disable the setting to solve this error by following the steps below.
- Set the printer to Offline mode. (Refer to printer operator manual for details: CL4NX/CL6NX |CL4NX-Plus)
- Select [Settings] > [Interface] > [External I/O]
3. Uncheck the [Print Start Signal] setting.
The EXT icon will disappear and you can resend your print job to the printer for printing.
Reset password for accessing the printer’s [Settings] menu
Release date: November 6, 2020
Applicable printers: CLNX series, CL4NX Plus, LR4NX-FA
Users need a password to access the printer’s [Settings] menu. If you have changed the default password for your printer but forgotten what it is, you can reset it by following the steps below.
- Turn off the printer.
- Turn on the printer while holding down these keys
simultaneously until the Online/Offline screen appears. - Set the printer to Offline mode. (Refer to printer operator manual for details: CL4NX/CL6NX |CL4NX-Plus| LR4NX-FA)
- Select [Settings] and enter the default password: 0310.
5. Select [System] > [Password] > [Change Password] > [level1].
6. Enter a new password, retype and confirm.
Access daily checkup QR code on SOS-enabled printers
Release date: July 30, 2020
Applicable printers: CL4NX, CL6NX, CL4NX Plus, LR4NX-FA, CT4-LX, FX3-LX
If your printers are connected to SOS (SATO Online Services) On-demand mode, you can perform a diagnostic check of your connected devices and update their statuses by scanning the Daily Checkup QR code using the SOS mobile application on your smartphone.
To display this QR code on your printer screen, please follow the steps below.
- Set the printer to Offline mode. (Refer to printer operator manual for details: CL4NX/CL6NX |CL4NX-Plus| LR4NX-FA | CT4-LX |FX3-LX)
- Select [Settings] > [Interface] > [Network] > [Services] > [Online Services] > [Daily Checkup].
*Printer menu interface and layout differ between different printer models
You can also access the Daily Checkup QR code more easily by setting up a shortcut on your printer to display the QR code every time the printer goes offline. For details, refer to the tip “Use a shortcut to access daily checkup QR code on SOS-enabled printers” under Technical FAQ.
Use a shortcut to access daily checkup QR code on SOS-enabled printers
Release date: July 30, 2020
Applicable printers: CL4NX, CL6NX, CL4NX Plus, LR4NX-FA, CT4-LX, FX3-LX
If your printers are connected to SOS (SATO Online Services) On-demand mode, you can perform a diagnostic check of your connected devices and update their statuses by scanning the Daily Checkup QR code using the SOS mobile application on your smartphone.
To set up a shortcut on your printer to display the Daily Checkup QR code every time the printer goes Offline, please follow the steps below.
- Set the printer to Offline mode. (Refer to printer operator manual for details: CL4NX/CL6NX |CL4NX-Plus| LR4NX-FA | CT4-LX |FX3-LX)
- Select [Settings] > [Interface] > [Network] > [Services] > [Online Services] > [Periodic Notification] > [Type].
- Select [Offline]. (Default setting is ‘Disabled’)
- Return to Online mode.
The next time you switch to Offline mode, the Daily Checkup QR code will automatically appear on your printer screen.
