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Unable to Print

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ShipStation Content Team

Updated

Explains how to tell if your printer is communicating with your workstation, if ShipStation Connect is on, how to print a test label, and what next steps to take.

There are several things to check when your labels won't print. This article will guide you through the most common troubleshooting steps so that you can quickly get back up and running again. You will take a look at the following troubleshooting steps:

  1. Verify that your computer can print a test page to your printer to ensure that your workstation is talking to your printer.

  2. Verify that ShipStation Connect is running on your printer workstation.

    Are you configuring ShipStation for the first time? Learn more about installing ShipStation Connect and configuring printers here.

  3. Verify that ShipStation Connect is running on your printer workstation.

    If you already know that your printer is not showing up in ShipStation Connect, please see our Printers Not Showing Up help article for detailed troubleshooting steps.

1. Print a Test Page

First, make sure there is not an issue with the printer by printing a test page. Please, don't skip this step. Even if the printer was printing 5 minutes ago, it is common for printers to stop working.

Print a Windows Test Page

  1. Type Printers and Scanners into the Windows Type here to search field. Then, press Enter or click on Printers & Scanners.

    Printers & Scanners settings opened from Windows desktop search bar.

  2. Select the printer from the list of available printers. Then, click the Manage button.

    Printer selected from Windows Printers & Scanners settings menu, and Manage button highlighted.

  3. Click the Print a test page link.

    "Print a test page" link highlighted on "Manage your device" menu.

  4. You may be notified that a test page was sent to the printer. Click Close.

    Windows test page printing confirmation pop-up window

Print a Test Page on macOS

  1. In CUPS, select your printer from the list.

  2. Select Print Test Page under the Maintenance drop-down menu.

    CUPS Maintenance dropdown menu open with Print Test Page option selected.

Were you able to successfully print a test page to your printer?

Green rectangular label that says "Yes" Yes. A test page was printed to my printer.

Great! Next, verify that ShipStation Connect is running.

Red rectangular label that says "No" No. A test page did not print.

Here are a few things to try:

  • Make sure all cables connecting the printer to the workstation are plugged in securely.

  • Power off the printer. Wait 10 seconds or so. Power on the printer and try to print a test page again.

  • Reboot your computer. Then, try to print a test page again.

If none of those steps get you up and running, please reach out to your IT person or the printer manufacturer for support.

2. Verify ShipStation Connect is Running on Your Workstation

Ensure that ShipStation Connect is running on your ShipStation workstation.

ShipStation Connect is the application that connects ShipStation with your printer(s), allowing you to print labels and documents. If ShipStation Connect is not running, ShipStation cannot send labels and documents to your printer.

In Windows

Install ShipStation Connect only on your printer workstations.

ShipStation Connect only needs to be installed on the workstation the printers are physically connected to. If you are printing from a remote workstation to the printer workstation, make sure the ShipStation Connect admin has shared the printers so other users can access them through ShipStation.

  1. Click the Show hidden icons arrow in the system tray to display all running application icons.

    The show hidden icons arrow is highlighted in the desktop toolbar.

  2. Ensure that ShipStation Connect is running by locating the ShipStation Connect icon.

    ShipStation Connect icon highlighted in Windows apps toolbar menu.

ShipStation Connect is not running. How do I start it?

To launch ShipStation Connect:

  1. Type ShipStation Connect into the Windows Type here to search field. Then, press Enter or click on the ShipStation Connect app.

    ShipStation Connect application located from Windows desktop search bar. Click from results list to launch.

  2. Enter the ShipStation Username and ShipStation Password used for ShipStation Connect. Then, click Login.

    If you are not prompted to log in, Connect may already be running and logged in. Check the system tray for the ShipStation Connect icon.

    ShipStation Connect login screen is shown with the Username and password fields highlighted.

  3. Close the ShipStation Connect window.

    Connect will still be running after you close it.

    ShipStation Connect is open with the X to close the application highlighted.

On macOS

Install ShipStation Connect only on your printer workstations.

ShipStation Connect only needs to be installed on the workstation the printers are physically connected to. If you are printing from a remote workstation to the printer workstation, make sure the ShipStation Connect admin has shared the printers so other users can access them through ShipStation.

  • Ensure that ShipStation Connect is running by locating the ShipStation Connect gear icon in the Menu Bar:

    Arrow pointing to the ShipStation connect icon in the MacOS menu bar.

ShipStation Connect is not running. How do I start it?

To launch ShipStation Connect:

  1. Locate ShipStation Connect in the Applications folder and launch it.

    MAC Application folder with ShipStation Connect highlighted.

  2. Enter the ShipStation Username and ShipStation Password used for ShipStation Connect. Then, click Login.

    If you are not prompted to log in, Connect may already be running and logged in. Check the Menu Bar for the ShipStation Connect icon.

    ShipStation Connect login screen is shown with the Username and password fields highlighted.

  3. Close the ShipStation Connect window.

    Connect will still be running after you close it.

    ShipStation Connect is open with the X to close the application highlighted.

Now that you have ShipStation Connect running, are your labels printing?

Green rectangular label that says "Yes" Yes. I started ShipStation Connect, and my labels are now printing.

Great! You are all set.

Red rectangular label that says "No" No. I started ShipStation Connect, but my labels are still not printing.

Now that ShipStation Connect is running, let's make sure that your printer is showing up and is shared.

Gray rectangular label that says "NA" ShipStation Connect was already running, but my labels are still not printing.

Let's make sure that your printer is showing up and is shared.

3. Verify the Printer is Shared in ShipStation Connect

Next, ensure that your printer is showing up in ShipStation Connect and is shared.

Since you have confirmed ShipStation Connect is running on your system and you are still unable to print, it's possible something has blocked communication between ShipStation Connect and your printer. Certain security applications or physically disconnecting the printer while ShipStation Connect is running could cause this.

  1. Go to Account Settings.

    Closeup of ShipStation toolbar with outline marking the Settings icon.

  2. Select Printing from the left-hand sidebar, then choose ShipStation Connect.

    Settings left-hand sidebar. Under Printing dropdown, red box highlights ShipStation Connect option.

  3. Verify that the printer you are attempting to print your labels to shows in the list of printers and that it is shared, not disabled.

    Disabled printers will not appear as available printers in ShipStation.

    List of available printers shared with ShipStation Connect in Account Settings.

My Printer is not showing in ShipStation Connect

Refresh the connection on the printer workstation in ShipStation Connect. Here's how:

  1. Open the ShipStation Connect application.

    • In Windows, click the ShipStation Connect icon ShipStation icon for Windows O S. Green "gear" symbol in white square.in the system tray.

      ShipStation Connect icon highlighted in Windows apps toolbar menu.

    • On a Mac, click the ShipStation Connect icon ShipStation icon for Windows O S. Green "gear" symbol in white square. in the menu bar and select Settings.

      Arrow pointing to the ShipStation connect icon in the MacOS menu bar.

  2. Click the Refresh Connection link.

    The Connection Status: indicator will briefly change to read Disconnected then back to Connected while the connection is refreshed.

    The refresh connection link is highlighted in the ShipStation Connect application. The Connection Status indicator is also highlighted.

  3. Close the ShipStation Connect application.

Now, check to see if the printer is showing up in ShipStation Connect and is shared.

Did verifying that the printer shows in ShipStation Connect and is shared resolve your issue?

Green rectangular label that says "Yes" Yes. I was able to ensure that the printer is shared in Connect, and I can now print my labels.

Great! You're all set.

Red rectangular label that says "No" No. I still cannot print.

Please reach out to ShipStation support. We are happy to help.

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