Unable to Print

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

Printing directly from ShipStation to your printer involves multiple communication variables between hardware and software.

So, if you have successfully created a label, but can’t print it, you need to first answer the following questions:

  1. Is your printer communicating with your workstation?

  2. Is ShipStation Connect running on your printer workstation?

Review each section below for steps to determine if the answer to each is yes. If so, and you are still unable to print from ShipStation, please contact our Support Team for further assistance.

Is your printer communicating with your workstation?

Test this by trying to print something outside of ShipStation. You can either download a PDF of your document (a label, for example) and print through a PDF reader, like Acrobat or Preview. Or you can print a test label directly from the printer driver.

A successful print using these methods can help eliminate hardware as the source of the printing problem.

Print a Test Label - Windows

  1. Go to your Devices and Printers Control Panel.

  2. Right-click on your printer and choose Printer Properties.

  3. Click the Print Test Page button in the General tab, as shown in this example image.

    Printer properties general tab with arrow pointing to Print Test Page.

    Your preferences screen appearance may vary depending on which printer model you use.

If you are unable to print a test label or a PDF outside of ShipStation, you may need to contact your printer manufacturer to troubleshoot a hardware, driver, or printer configuration issue.

If you are able to print a test page, you can eliminate a hardware or driver related problem.

Print a Test Label - MacOS

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

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

    CUPS Maintenance drop-down selected with Print Test Page highlighted

If you are unable to print a test label or a PDF outside of ShipStation, you may need to contact your printer manufacturer to troubleshoot a hardware, driver, or printer configuration issue.

If you are able to print a test page, you can eliminate a hardware or driver related problem.

Is ShipStation Connect running on your workstation?

ShipStation Connect is the standalone app that allows your ShipStation account to send documents directly to your printer. If you use ShipStation Connect and are unable to print, the first thing to check is that ShipStation Connect is running on your printer workstation.

ShipStation Connect - Windows

ShipStation Connect should be visible in the System Tray of your printer workstation (typically located in the lower right corner of your screen). You may need to click an arrow in the tray to see all of your System Tray icons. Either way, you should be able to locate the green ShipStation Connect icon, as shown below:

Arrow pointing to ShipStation Connect icon in Windows System Tray.

If the ShipStation Connect icon is not in your System Tray, locate ShipStation Connect in your Programs folder and launch it.

WDWS_LaunchSSConnect.gif

If prompted for a username and password to register ShipStation Connect, enter the Admin username and password your organization has decided to use to administer ShipStation Connect.

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.

ShipStation Connect - MacOS

ShipStation Connect should be visible in the Menu Bar of your printer workstation (typically in the top right of your screen). You should see the black ShipStation Connect gear that will give you the option to either manage your Settings or Exit, as shown below:

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

If the ShipStation Connect icon is not present, locate ShipStation Connect in your Applications folder and launch it.

MAC_Applications_SSConnect_MRK.png

If prompted for a username and password to register ShipStation Connect, enter the Admin username and password your organization has decided to use to administer ShipStation Connect.

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.

If 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.

If you or your account admin has set any devices to disabled or shared in ShipStation's Connect Settings page, these settings will be deselected when you deactivate ShipStation Connect. Go to Settings > Printing > ShipStation Connect to reset them.

Next Steps and Alternate Print Method

If you've checked the above and are still unable to print, please contact our support team so we can look into this with you further.

Here is an alternate print method if you need to print before you can speak with our support team:

  1. Choose the download option from the print screen so you can download a PDF of the document you need to print.

    ShipStation Print Options

    Print window, sample label. Red box highlights, Download option (selected).

    ShipStation Legacy Layout Print Options

    Print Document pop-up: Menu Options are Print via ShipStation Connect, Preview in Browser, Download PDF, & Print via Google Cloud Print

    You can also choose to preview in browser and print from there to bypass ShipStation Connect.

  2. Open the PDF in your preferred PDF reader and print.

If your printer cannot properly print PDF files, that's a sign that you're having a printer issue that is unrelated to ShipStation. We're happy to help with those kinds of problems also since anything preventing you from printing a ShipStation label is a problem we want to help you solve!