Printer Troubleshooting - Basic

This article outlines basic printer troubleshooting. If, after following the below steps, you have more questions, please reach out to your Customer Support contact.

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

• Go to app.shiphero.com > My Account > Users.

• Find the User having problems printing, and click on their First Name. 

• Scroll down the page to Settings. Ensure that your user is assigned to the appropriate Print (packing) station from the dropdown menu.

Step 2: Confirm Workstation is Assigned to Computer

• Go to app.shiphero.com > Workstations

• 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 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 Printers are Assigned to 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 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.