# Troubleshoot printing in the Pick & Pack mobile app URL: https://support.starshipit.com/articles/1776056162697-troubleshoot-printing-in-the-pick-pack-mobile-app Canonical: https://support.starshipit.com/articles/1776056162697-troubleshoot-printing-in-the-pick-pack-mobile-app Markdown: https://support.starshipit.com/articles/1776056162697-troubleshoot-printing-in-the-pick-pack-mobile-app.md Updated: 2026-05-06 > For the complete documentation index, see [llms.txt](https://support.starshipit.com/llms.txt). > Troubleshoot common printing problems when using the Pick & Pack mobile app, including issues with the Starshipit Print Client and AirPrint. Pick & Pack can print directly through your mobile device or send the job through the Print Client route configured in your Starshipit account. Use this guide to identify which route failed and restore printing. ## Before you start First, confirm which route you use. See [how Starshipit printing works](/articles/90200000000155-understand-how-starshipit-printing-works) if you are unsure. * Your printer has paper loaded and is not showing any error lights. * For direct device printing, confirm the printer is available in the device's system print flow. AirPrint requires the iOS device and printer to be on the same network. * For Print Client printing, confirm the selected Desktop App machine is online. The mobile device does not need to be on the same local network as that computer. ## Starshipit Print Client issues Print Client jobs are routed through Starshipit. The Starshipit website setting selects the Desktop App machine that receives the job. That machine's Desktop App settings select the physical printer. The label did not reach the expected Desktop App machine The Pick & Pack app does not show Print Client machines in its device printer picker. Check the route in Starshipit instead: 1. Leave **Enable printing from this device** turned off in Pick & Pack. 2. In Starshipit, confirm the shipping label type uses **Print Client** and the expected machine is selected. 3. On that computer, confirm the Desktop App is running in Print Client mode and shows **Online**. 4. Send another print job after confirming the first job did not already create a label. A print job is sent but nothing prints 1. Confirm Starshipit routed the shipping label type to the expected Desktop App machine. 2. In that Desktop App, confirm the label type is mapped to the correct physical printer. 3. Check the operating-system print queue and clear any stuck jobs. 4. Restart the Desktop App and send the job again. Labels are printing at the wrong size First check whether the generated PDF has the wrong format or the printer is scaling a correct PDF. * If the PDF itself has the wrong layout, check the label format in the courier or Starshipit settings. * If the PDF is correct, check the paper size, orientation, and scaling for that label route in the Desktop App and printer driver. If labels are scaling incorrectly on a Mac, refer to [Mac: How to correct paper size to 4×6 (100×150)](/articles/troubleshooting/top-tips-for-troubleshooting-common-errors/mac-how-to-correct-paper-size-to-4x6-100x150) for CUPS configuration steps. The Print Client keeps losing connection 1. Confirm the computer running the Desktop App has a stable internet connection. 2. Confirm the Desktop App still shows **Online** in Print Client mode. 3. Restart the Desktop App if it is offline, then check the machine assignment in Starshipit before retrying. ## AirPrint issues AirPrint lets you print directly from your iOS device to a compatible printer on the same network, without needing the Print Client. My printer is not appearing as an AirPrint option 1. Confirm your printer supports AirPrint. Check [Apple's AirPrint printer list](https://support.apple.com/en-au/111801) if unsure. 2. Make sure the printer and your iPhone or iPad are on the **same Wi-Fi network**. AirPrint does not work across different network segments. 3. 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. 4. Restart the printer and retry. A print job is sent but nothing prints 1. 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. 2. Check the print queue on the printer's control panel or web interface and clear any stuck jobs. 3. Restart the printer and resend the job. Labels are printing at the wrong size or are being scaled AirPrint may apply scaling depending on the printer's default paper size. To correct this: 1. When sending the print job, tap **Options** in the print dialogue and confirm the correct paper size is selected. 2. Set the correct default paper size on the printer itself via its control panel or web interface. :::note For consistent label sizing with thermal printers, consider routing jobs through the Desktop App in Print Client mode. Configure both the machine route in Starshipit and the physical printer route in the Desktop App. ::: Printing is slow or the app times out before printing finishes This is usually caused by a weak Wi-Fi signal between your device and the printer. 1. Move your device closer to the Wi-Fi router or the printer. 2. Check that no other large print jobs are queued on the printer. 3. 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](https://help.starshipit.com) and include: * The printing route you are using (direct device printing or Print Client). * The make and model of your printer. * A description of what happens when you try to print, including any error messages.