Solid white background printing on paper

This problem has been persisting for a while now. When test printing images on plain copy paper, a solid white background prints behind the actual artwork. It is doing this when we try to print on our actual material, as well. I thought at first that maybe the .png wasn’t retaining its transparency settings when moved into the Digital Factory software, but now realize that it is something else entirely that is causing white to print on the entire sheet of paper. I have gone into every preference and setting possible trying to figure it out and have looked online extensively and cannot seem to figure out why it may be doing this. Any help would be appreciated. My business purchased this printer so we could stop using the Cricut or ordering our heat press vinyl decals but it has now been over a month since this issue has begun and our productivity has become limited in this area. I’ll attach a pic of what I mean. Thanks