My name isXXXXX will assist you with this issue.
I am sorry to hear this is happening with your new GL10 Printer.
Have you tried this>Turn off
the printer. Open the ZINK Paper tray door and remove the ZINK Paper. Place one blue ZINK SmartSheet with the barcode facing down in the paper tray. Close the ZINK Paper tray door and turn the printer on. The ZINK SmartSheet will automatically eject. Open the ZINK Paper tray door and reload the ZINK Paper.
Then follow these steps>
Slide the 10-pack of ZINK Paper into the printer. Make sure
the blue ZINK SmartSheet is placed with the barcode down.
Close the ZINK Paper tray door.
Press and hold the POWER button to turn on the printer.
When you turn the printer on, the ZINK SmartSheet will automatically eject.
The printer must be empty before refilling. Do not fill the printer with more than one 10-pack of ZINK Paper. Having more than 10 sheets of ZINK Paper may damage the printer.
Avoid bending the ZINK Paper.
Only hold the ZINK Paper by its edges; avoid touching the printing surface with your fingers.
If the warning LED is flashing, push the Reprint button and release after 3 seconds.