Troubleshooting Label Printers — Basic

This article covers basic printer troubleshooting steps. If you have further questions after following these steps, contact your Customer Support representative.

Step 1: Confirm User is Assigned to Workstation

Step 2: Confirm Workstation is Assigned to Computer

Step 3: Confirm Workstation App is Active & Working Properly

Step 4: Confirm Printers are Assigned to Workstation

Step 5: Check Printer Queue for Error Messages

Step 1: Confirm User is Assigned to Workstation

• On your Dashboard, go to My Account > Users.

• Find the user having printing issues and click their First Name.

• Scroll down to Settings and verify the user is assigned to the correct Print (packing) station from the dropdown.

Step 2: Confirm Workstation is Assigned to Computer

• On the Workstation App, confirm that your station has a printer assigned for invoices, labels, and barcodes.

Step 3: Confirm Workstation App is Active & Working Properly on your Computer

• Search for the ShipHero Workstation application on your computer and log in.
• Download the latest version of the ShipHero Printer application from My Account > Apps on your Dashboard.
• To refresh the Workstation app:
  1. Right-click the ShipHero tray icon.
  2. Click Exit.
  3. Open the app again.
  4. Alternatively, refresh without closing: click the ShipHero tray icon to open the app window, then press Cmd+R (macOS) or Ctrl+R (Windows).
• To log out and back in:
  1. Right-click the ShipHero tray icon.
  2. Click Logout.
  3. Log back in after the app loads the login screen.

Step 4: Confirm Printers are Assigned to Workstation

• After logging into the ShipHero Printer application, click Go to ShipHero.
• Verify that your station has printers assigned.

Step 5: Check Printer Queue for Error Messages

Your printer may be pausing incoming jobs. To check, open your printer queue. Steps vary by operating system — refer to your OS developer's documentation:

• Windows 10
• macOS High Sierra

When printing through ShipHero, watch for a new job appearing in the queue.

• If a job appears in the queue but will not print, refer to help articles for your operating system and printer manufacturer.
• If no job appears, ensure your printer is not in sleep mode. If it is, refer to help articles for your printer manufacturer.