Use this guide to diagnose Zebra printer connection issues and error messages in the ShipHero mobile app.
Setting up a printer in the Mobile app for the first time? See How to Connect Printers to the ShipHero Mobile App.
Zebra Printer Connection Issues in ShipHero Mobile
Use this table to diagnose common Zebra printer connection issues in the ShipHero mobile app.
| Symptom | Likely Cause | What to Do |
|---|---|---|
| Scan finds no printers | Permission denied, printer off, or out of range. | Go to iOS Settings → ShipHero and confirm Location and Bluetooth permissions are on. Confirm the printer is powered on. For Wi-Fi, verify your device is on the same network subnet. |
| Scan times out (15 s) | Printer not broadcasting, or Bluetooth printer not yet paired. | For Bluetooth: pair the printer in iOS Settings → Bluetooth first. For Wi-Fi: confirm the printer is on the same subnet. |
| Test connection fails | Wrong IP address, wrong port, or device on a different subnet. | Verify the IP address and port (default: 9100). Reconnect your device to the warehouse Wi-Fi network. |
| IP address rejected | Invalid IPv4 format entered. | Use the format 0-255.0-255.0-255.0-255 (for example, 192.168.1.50). No letters or special characters. |
| Bluetooth shows "Disconnected" | Printer is off or out of Bluetooth range. | Power on the printer and bring it within range. The status updates automatically. |
| "No printer configured for [type]" | The print job type has no printer assigned. | Go to Printers, open the printer's settings, and assign the job type under Print job types. |
| Printer pairs/connects but no job ever prints | Printer has Bluetooth Low Energy (BLE) only, no Wi-Fi or Bluetooth Classic module. | BLE supports configuration only, not printing. Confirm the printer has a Wi-Fi module or Bluetooth Classic. If it has neither, it cannot print from ShipHero. |
| Wired (Ethernet) printer won't connect | Added via scan instead of IP, or iPad is on a different subnet than the wired printer. | Add wired printers using the IP Address option, not the scan. Confirm the printer's assigned IP and that your iPad's Wi-Fi network can reach that IP's subnet. |
Zebra Printer Error Messages in ShipHero Mobile
When a Zebra printer has a physical issue, ShipHero displays one of the following errors in the mobile app.
| Error Message | Cause | Resolution |
|---|---|---|
| "The printer is out of paper. Load labels, then try printing again." | The printer has run out of label stock. | Load labels into the printer, then retry the print job. |
| "The printer head is open. Close the printer head, then try printing again." | The print head latch is not fully closed. | Close and latch the print head, then retry the print job. |
| "The printer is paused. Press the printer's PAUSE button to resume, then try printing again." | The printer is in a paused state. | Press the PAUSE button on the printer to resume, then retry the print job. |
| "The printer needs attention before printing. Load labels, close the printer head, and resume the printer." | Multiple blockers are active at once. | Load labels, close and latch the print head, and press PAUSE to resume the printer. Retry the print job once all three are resolved. |
| "The printer needs attention before printing." | The printer has an unspecified hardware issue. | Check that labels are loaded, the print head is closed, and the printer is not paused. Retry the print job. |