# Troubleshoot Starshipit WMS Mobile URL: https://support.starshipit.com/articles/14700000000038-troubleshoot-starshipit-wms-mobile Canonical: https://support.starshipit.com/articles/14700000000038-troubleshoot-starshipit-wms-mobile Markdown: https://support.starshipit.com/articles/14700000000038-troubleshoot-starshipit-wms-mobile.md Updated: 2026-07-20 > For the complete documentation index, see [llms.txt](https://support.starshipit.com/llms.txt). > Fix sign-in, scanning, equipment, jobs, permissions, network, and label issues in Starshipit WMS Mobile. Use this guide when Starshipit WMS Mobile cannot sign in, scan, load warehouse work, continue a job, or hand a label to the correct printer. ## Before you troubleshoot Confirm these details first: * You installed **Starshipit WMS Mobile**. If your team works with standard Starshipit orders instead of WMS jobs, use **Starshipit Pick & Pack**. [Compare the Starshipit mobile apps](/articles/90200000000301-choose-the-right-starshipit-mobile-app). * The device has a working internet connection. * **Settings > Account** shows the expected Starshipit account and account ID. * **Settings > App Information** shows the app version you are running. :::important Starshipit WMS Mobile does not support offline warehouse processing. The app needs a live connection to load, claim, update, pause, resume, and complete work. Local settings or recovery data do not mean a scan or stock movement reached WMS. ::: ## Fix sign-in and workspace-code issues ### Sign in with Starshipit 1. Tap **Sign in with Starshipit**. 2. Complete sign-in in the browser window that opens. 3. Return to Starshipit WMS Mobile and wait for onboarding or the jobs screen to load. 4. Open **Settings > Account** and confirm the account name and account ID. If the browser does not open or authentication fails, confirm the device is online and can open other websites. If the app reports that the account has no API key or cannot access WMS, ask your Starshipit administrator to check the account rather than entering or sharing credentials with another worker. ### Sign in with a mobile sign-in code The temporary mobile sign-in code may also be described as a workspace code. The current WMS and mobile app screens use these labels: 1. In WMS on desktop, go to **Settings > Apps > Mobile Sign In Code**. 2. Click **Get code**. 3. In Starshipit WMS Mobile, tap **Sign in with code**. 4. Enter the six-character code before its countdown expires. 5. Generate a new code if the first code has expired or is rejected. If you are already signed in to the wrong account, open **Settings > Account > Connect by print client code**. Entering a code here replaces the signed-in Starshipit account and returns the app to that account's default WMS account. An administrator needs access to WMS settings to generate the code. Never include a password, API key, or unexpired mobile sign-in code in a support request. ## Fix camera or physical scanner input Open **Settings > Scanner settings** and confirm the mode matches your hardware. ### Camera scanner does not open or scan 1. Select **Use camera scanner**. 2. Allow camera access in the device's operating-system settings. 3. Return to the scan step and tap the camera button. 4. Test a clear, undamaged barcode that belongs to the active WMS account. The camera button is hidden when **Use physical scanner** is selected. Devices without a camera must use a physical scanner. ### Physical scanner types but does not submit 1. Pair the scanner with the device by Bluetooth or USB. 2. Select **Use physical scanner** in **Scanner settings**. 3. Enable **Auto-focus scanner input** so the current scan field keeps focus. 4. Configure the scanner to send an **Enter** or **Return** suffix after each barcode. 5. Enable **Show on-screen keyboard** only if you also need manual entry. If characters appear in the field but the app does not continue, check the scanner's Enter or Return suffix first. If characters appear in the wrong field, tap the expected scan field or enable auto-focus. WMS administrators can control barcode scanning and typed barcode entry from **Settings > Job Interface**. The on-screen keyboard setting cannot override an account policy that requires scanner input. If the scanner submits a value but WMS rejects it, confirm the barcode is assigned to the expected product, location, tote, or job. A rejected mapped value is a WMS data issue rather than a scanner connection issue. ## Restore equipment and location state Picking, tote picking, putaway, and replenishment can require an equipment location such as a trolley or cart. 1. Open **Settings > Equipment**. 2. Select the equipment you are physically using. 3. Return to the job and confirm the selected equipment shown in the job matches. The app saves the selected equipment on the device. Check it again after changing accounts, changing equipment, or starting a new shift. If no equipment appears, ask an administrator to confirm the location exists in WMS and has the **Equipment** location type. See [Locations and warehouse setup](/articles/14700000000033-starshipit-wms-locations-and-warehouse-setup). If a pick job says it is locked to different equipment, continue with the equipment named in the message. Do not repeatedly switch equipment. If that equipment is unavailable, ask a supervisor to inspect the job in WMS before changing its state. For tote picking, also confirm the totes belong to the selected equipment. If a location scan fails, check that: * The location belongs to the active account. * Its barcode is configured in WMS. * You scanned the source, destination, staging, or packing location requested on screen. * The physical barcode exactly matches the configured value. ## Find missing or stuck jobs 1. Clear the job search and set the job-type filter to **All**. 2. Check both **My Jobs** and **All Jobs**. 3. Pull down on the list to refresh it. 4. Confirm **Settings > Account** shows the expected account. 5. Ask a supervisor to check the job's type, status, assignment, and order in desktop WMS. **My Jobs** shows work assigned to you. **All Jobs** shows unassigned work you can claim and work already assigned to you. Job types you do not have permission to perform are not included. Some job states need a specific recovery: * A pack job showing **Waiting for picks** cannot start until all related pick work is staged. Complete the remaining pick work, then refresh the pack job. * A paused pack or ship job must be resumed in WMS before mobile processing can continue. * A multi-order pack or ship job is not supported by the mobile single-order flow. Complete it from the desktop packing or shipping workflow. * A job assigned to another worker will not appear in **My Jobs**. A supervisor can check or change the assignment in WMS. If the app was closed during a job, reopen **My Jobs** and open the same job. Use the status and quantities returned by WMS as the source of truth. ## Check permissions Mobile job types and actions follow the worker's WMS role and permissions. A missing action, an absent job type, or an **Insufficient permissions** error can mean the worker does not have access to that operation. Ask a WMS administrator to check **System > Roles & Permissions** and confirm the worker can access the required job type or inventory action. The server checks permissions again when the app submits an action, even if a button was visible before the latest permission update. After permissions change, bring the app back to the foreground and pull down to refresh the job list. Sign out and back in if the old access still appears. ## Recover after a network interruption 1. Stop scanning or submitting actions when a connection error appears. 2. Record the last success message shown by the app. 3. Restore Wi-Fi or mobile data and confirm another website loads. 4. Reopen the affected job from **My Jobs**. 5. Pull down to refresh or tap **Retry** or **Refresh** on the error screen. 6. Compare the job status and quantities with desktop WMS before repeating an action whose result is unclear. Do not assume a scan was accepted just because its value appeared on screen. WMS only records work after the relevant request reaches the server successfully. Do not clear app data or reinstall the app before exporting error logs, because this can remove local troubleshooting and recovery information. ## Resolve label and printing handoff issues First identify which printing workflow the account uses. ### The account uses the dedicated ship process Device label printing is unavailable by design. Complete packing on mobile, then open the shipping queue in desktop WMS to create and print the label. If the packed order does not reach the shipping queue, record the pack job ID and order number and ask a supervisor to check the job and order status in WMS. ### The mobile device prints the label 1. Open **Settings > Print settings**. 2. Enable **Print labels from this device**. 3. On iOS, tap **Select printer** and confirm the expected printer is shown. 4. On other supported devices, confirm the required printer or print service is available in the operating system's print flow. 5. Confirm the device and network can reach the printer. 6. Retry only after checking whether WMS or Starshipit already created the shipment and tracking number. When device printing is enabled, WMS Mobile requests the label and then sends the returned PDF to the device's system print flow. It does not use the Pick & Pack mobile app's Print Client workflow. If a shipment and tracking number already exist but the local print step failed, reprint the existing label from desktop WMS. Do not create another shipment just to print the same label. If no shipment exists, correct the carrier, address, packaging, or connection error shown in the app, then retry. For more about the packing and desktop shipping handoff, see [Packing and shipping orders](/articles/14700000000012-packing-and-shipping-orders). ## Export or delete support logs Export logs before deleting them: 1. Open **Settings > Error Logs**. 2. Tap an error to review its timestamp, message, and details. 3. Tap **Export Logs** and share the export with Starshipit Support using the device's share menu. To remove one log, open it and tap **Delete This Log**. To remove all logs, tap **Clear All Logs**. Deletion is permanent on that device, so only delete logs after support confirms they are no longer needed. Error logs record app errors, but they may not contain every unsuccessful workflow. Include the evidence below even when the log list is empty. ## Collect evidence for support Include all relevant details in one support request: * Starshipit account name and account ID from **Settings > Account**. * App version from **Settings > App Information**. * Device make and model, operating-system version, and whether the app is on iOS or Android. * Date and exact local time of the problem, including time zone. * Worker name, job ID, job type, job status, order number, and affected product SKU where relevant. * Selected equipment name and the expected source, destination, staging, or packing location. * Scanner mode, scanner make and model, connection type, and whether scanned characters appeared in the field. * The exact error message and a screenshot showing the full screen. * The last successful step and the actions that reproduce the problem. * Network type and whether the problem continues on another reliable network. * For printing, the printing workflow, printer make and model, selected printer or print service, and whether a shipment or tracking number was created. * The exported error logs from **Settings > Error Logs**. Do not include passwords, API keys, or active mobile sign-in codes. [Contact Starshipit Support](/articles/13017036853647-how-do-i-get-in-touch-with-starshipit-support) after collecting the evidence. ## Confirm the recovery After applying a fix: 1. Refresh the relevant list or reopen the job. 2. Complete one normal scan or action. 3. Confirm the expected job, inventory, or shipment state in WMS. 4. Confirm the app no longer shows the original error. ## Related articles * [Set up Starshipit WMS Mobile](/articles/14700000000023-setting-up-the-mobile-app) * [Jobs on mobile](/articles/14700000000030-jobs-on-mobile) * [Mobile picking](/articles/14700000000025-mobile-picking) * [WMS settings reference](/articles/14700000000031-wms-settings-reference)