The Pick & Pack mobile app supports two printing methods: the Starshipit Print Client (the same desktop print application used in the main Starshipit app) and AirPrint for wireless printing directly from iOS. This article covers common printing problems and how to resolve them for each method.
Before you start
Check the following before troubleshooting a specific issue:
- Your mobile device and your printer are connected to the same Wi-Fi network.
- Your printer has paper loaded and is not showing any error lights.
- The Pick & Pack app has been granted Local Network permission on your device (iOS Settings > Starshipit > Local Network).
Starshipit Print Client issues
The Starshipit Print Client is a desktop application that runs on a computer connected to your label printer. The mobile app sends print jobs to that computer, which then forwards them to the printer.
The Print Client must be running on the computer it is installed on. Check the following:
- Open the computer the Print Client is installed on and confirm the application is running. The Print Client icon should appear in the system tray (Windows) or menu bar (Mac).
- Confirm the computer and your mobile device are on the same Wi-Fi network. The Print Client is only discoverable on the local network.
- If the Print Client is running but still not visible, try restarting it and then refreshing the printer list in the Pick & Pack app.
- Check the print queue on the computer running the Print Client. A backlog of jobs may be causing the delay. Clear any stuck jobs and try again.
- Confirm the correct printer is selected as the default in the Print Client settings.
- Restart the Print Client and send the job again.
The label format is controlled by the Print Client, not the app. Open the Print Client settings and confirm:
- The correct label size is selected (typically 4×6" / 100×150mm for thermal labels).
- The correct printer profile is set as the default.
If labels are scaling incorrectly on a Mac, refer to Mac: How to correct paper size to 4×6 (100×150) for CUPS configuration steps.
- Check that the computer running the Print Client has a stable Wi-Fi connection. A weak or intermittent signal is the most common cause.
- If the computer is connected via Wi-Fi, consider switching to a wired (Ethernet) connection for a more reliable link.
- Restart the Print Client service on the computer and reconnect from the app.
AirPrint issues
AirPrint lets you print directly from your iOS device to a compatible printer on the same network, without needing the Print Client.
- Confirm your printer supports AirPrint. Check Apple's AirPrint printer list if unsure.
- Make sure the printer and your iPhone or iPad are on the same Wi-Fi network. AirPrint does not work across different network segments.
- Check your router's settings. Some routers have AP isolation (also called client isolation or guest network isolation) enabled, which prevents devices from communicating with each other on the same network. Disabling this should make the printer visible.
- Restart the printer and retry.
- Check the printer is not in sleep mode or showing a fault light. Wake the printer or resolve any hardware errors (paper jam, low ink/toner) and try again.
- Check the print queue on the printer's control panel or web interface and clear any stuck jobs.
- Restart the printer and resend the job.
AirPrint may apply scaling depending on the printer's default paper size. To correct this:
- When sending the print job, tap Options in the print dialogue and confirm the correct paper size is selected.
- Set the correct default paper size on the printer itself via its control panel or web interface.
For consistent label sizing with thermal printers, the Starshipit Print Client generally gives more reliable results than AirPrint. If AirPrint scaling is causing ongoing issues, consider switching to the Print Client.
This is usually caused by a weak Wi-Fi signal between your device and the printer.
- Move your device closer to the Wi-Fi router or the printer.
- Check that no other large print jobs are queued on the printer.
- If the issue persists, restart your router, printer, and device.
Still having issues?
If you have worked through the steps above and printing is still not working, contact the Starshipit support team and include:
- The printing method you are using (Print Client or AirPrint).
- The make and model of your printer.
- A description of what happens when you try to print, including any error messages.