Printer Troubleshooting - Basic

This article outlines basic printer troubleshooting. For more information about printer setup and troubleshooting, view our video tutorial:

Setting Up & Troubleshooting Printers

Step 1: Confirm that your user is assigned to the workstation

• Go to app.shiphero.com > My Account > Users.
• Select Edit on the user that is having problems printing.
• Ensure that your user is assigned to the appropriate Print (packing) station.

Step 2: Confirm that your workstation is assigned to a computer

• Go to app.shiphero.com > Stations.
• Confirm that your station has a printer assigned for invoices, labels, and barcodes.

Step 3: Confirm that the Workstation App is active and properly working on your computer

• Search for the ShipHero workstation application on your computer and log into it
• The most recent version of the ShipHero Printer application can be found by going to  app.shiphero.com > My Account > Apps.
• Conduct a simple refresh of the workstation app:
  1. Right-click on the ShipHero tray icon.
  2. Click on Exit.
  3. Open the app again.
  4. You can also refresh without closing the app by opening the app main window by clicking the ShipHero tray icon and typing Cmd+R on macOS or Ctrl+R on Windows.
• Log out of the workstation app, and then back in:
  1. Right-click on the ShipHero tray icon.
  2. Click on Logout.
  3. Log back in after the app loads the login screen.

Step 4: Confirm that printers are assigned to your workstation

• When logging into the ShipHero Printer application, click on Go to ShipHero.
• Confirm that the station you are logged into has printers assigned.

Step 5: Check your printer queue for error messages

Your printer could be pausing any jobs that come through. To check this, open up your printer's queue. The steps to do this can vary by the operating system. Suggestions for how to open the printer queue are available from the OS developers:

• Windows 10
• macOS High Sierra

When trying to print through ShipHero, see if a new job appears in the printing queue.

• If you see a job appearing in the queue, but still can't get it to print, check help articles specific to your operating system and printer manufacturer.
• If you do not see a job appearing in the queue, ensure that your printer is not in sleep mode. If in sleep mode, check help articles specific to your printer manufacturer.

Note: If you are still experiencing issues after following the troubleshooting steps above, please review our Advanced Printer Troubleshooting article for next steps.