Explains the ShipStation Connect Settings screen and steps to take if your devices are missing from either Settings or the Print pop-up screen.
There are two instances where printers should appear in ShipStation: ShipStation Connect Settings and the Print Pop-up screen.
This screen is used to administer (i.e., rename, disable, and share) the printers and devices accessed through ShipStation Connect. Devices will only appear on this screen in you are logged into ShipStation with the same username and password with which you are logged into ShipStation Connect.
If logged in as the same user, you should see all the devices on the printer workstation, even if you are logged into ShipStation on a different computer (so you can disable or share devices with other users from this screen remotely).
This is the screen you see when you print a document in ShipStation.
The sections below include details on what to do if you do not see your printers in each scenario.
If you are configuring ShipStation Connect for the first time, or you need to make changes to your connected devices (like editing their name, setting them to disabled, or sharing them with other users), you must first check two things:
Make sure ShipStation Connect is installed and running on your printer workstation.
Your printer workstation is the computer your printer(s) and other devices are connected to via USB. ShipStation Connect does not need to be installed in workstations that do not have printers or scales connected to them.
Make sure you are logged into ShipStation and ShipStation Connect using the same username and password.
If you have confirmed the above but your printer list is still not appearing in the ShipStation Connect Settings, it's possible something has interfered with the communication between ShipStation Connect and your printer(s). Deactivate and then reactivate ShipStation Connect to get them talking again.
Go to your printer workstation, if you are not already on it.
Click the ShipStation Connect icon in the System Tray (Windows) or choose Settings from the menu bar icon (MacOS).
Click De-activate this Computer in the ShipStation Connect pop-up.
Log in with your ShipStation credentials when prompted and click Register This Computer.
This will re-activate ShipStation Connect on your printer workstation and allow those connected devices to communicate with ShipStation again.
If the devices still do not appear in your ShipStation Connect Settings, you may need to fully uninstall and reinstall ShipStation Connect. See the instructions for both Windows and MacOS below.
Right-click on the ShipStation Connect icon in the System Tray and choose Exit.
If you cannot exit ShipStation Connect this way, click CTRL+ALT+DELETE, then locate the nw.exe process in the list.
Right-click on the nw.exe process and click End Task.
Control Panel > Programs and Featuresand select ShipStation Connect.
Click Uninstall/Change in the menu prompt, and select Remove Application.
Open your File Explorer, type %localappdata% and press Enter.
Find the ShipStation Connect folder and right-click. Delete this folder.
Find the Apps folder and right-click. Delete this folder as well.
Re-download ShipStation Connect from
ShipStation Account Settings > Printing > ShipStation Connectand reinstall ShipStation Connect.
Click the ShipStation Connect icon in your toolbar and choose Quit.
If you are unable to quit ShipStation Connect this way, search for Activity Monitor in your Spotlight search.
Then, locate ShipStation Connect in the list and click the stop-sign symbol in the top left of the Activity Monitor screen.
Go into the MacOS Finder and hold the Option key on your keyboard.
Click the Go menu, then click Library.
Open the folder called Application Support, then move the folder called ShipStation Connect to the trash.
Download the ShipStation Connect installer from ShipStation's
Settings > Printing > ShipStation Connectand re-install ShipStation Connect.
If you are attempting to print a document, but you do not see your printers available in the printer pop-up screen, first make sure ShipStation Connect is open on your printer workstation and your printer workstation is on and awake (if it's a different computer than the one you are working on).
Your next steps will depend on if you are logged in as the same user as ShipStation Connect or as a different user.
If you are logged into your ShipStation account and ShipStation Connect with the same username and password, you should see all available ShipStation Connect devices, as long as they have not been set to disabled in ShipStation Connect Settings.
Settings > Printing > ShipStation Connect.
If your devices are listed, make sure any device you want to use is not set to disabled. If the disabled checkbox is checked, uncheck it.
If your device still does not appear when you attempt to print a document, deactivate and reactivate ShipStation Connect. This will reset all your custom device names in ShipStation, as well as the device's Disabled and Shared statuses.
If you want to make devices available for other users on your account, you must first set those devices to Shared in the ShipStation Connect settings.
Login to ShipStation and ShipStation Connect with the same username and password.
This will need to be a user with administrator privileges in ShipStation.
Settings > Printing > ShipStation Connect.
Check the Shared box for any device you want to make available to other users on your ShipStation account.
These devices should now be available to all users on your account, regardless of which workstation they use or where they log in from.
Deactivating ShipStation Connect
If you de-activate ShipStation Connect for any reason, the Shared and Disabled settings (along with any custom device names) will go back to their default (unselected) state when you reactivate ShipStation Connect. You will have to Share and Disable devices again if you de-activate ShipStation Connect for any reason.