Use this article to find out why a label printer is not printing in ShipHero. Match your symptom in the routing table to the right article, or work through Steps 1 to 5 to check the most common causes. If you have further questions after following these steps, contact your Customer Support representative.
Table of Contents
- Label Printer Troubleshooting: Where to Go for Each Problem
- 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
Label Printer Troubleshooting: Where to Go for Each Problem
The routing table below matches each label printer problem to the ShipHero article that fixes it.
| Label printer problem | Article to use |
|---|---|
| Nothing prints and the cause is not clear | Work through Steps 1 to 5 in this article. |
| A printer is not installed or not set up on a workstation | How to Set Up Label Printers in ShipHero |
| Carrier labels print with cut-off addresses or barcodes that do not scan | Troubleshooting: Label Printing Issues |
| More than one copy of the same shipping label prints for one order | Troubleshooting: Multiple Duplicate Shipping Labels Printing |
| Printing fails on a Mac and you need to manage the installed printers | How to Enable CUPS for Printer Troubleshooting on macOS |
| Printing still fails after Steps 1 to 5 | How to Clear Workstation App Data to Fix Printing |
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:
- Right-click the ShipHero tray icon.
- Click Exit.
- Open the app again.
- 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:
- Right-click the ShipHero tray icon.
- Click Logout.
- 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, so refer to your OS developer's documentation:
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.
If label printing still fails after these steps, see How to Clear Workstation App Data to Fix Printing.