# Troubleshoot printing
URL: https://support.starshipit.com/articles/213724603-troubleshoot-printing
Canonical: https://support.starshipit.com/articles/213724603-troubleshoot-printing
Markdown: https://support.starshipit.com/articles/213724603-troubleshoot-printing.md
Updated: 2026-09-03

> For the complete documentation index, see [llms.txt](https://support.starshipit.com/llms.txt).

> Find where label creation or printing stopped, then fix the affected routing or printer stage.

Use this guide to identify the stage where printing stopped. A print action can create a shipment successfully even when the label never reaches a physical printer.

Read [Understand how Starshipit printing works](/articles/90200000000155-understand-how-starshipit-printing-works) if you are unsure how the trigger, receiving computer, Desktop App, and physical printer fit together.

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## Check whether the label was created

Open the order and look for a shipment, tracking number, or existing label.

- **No shipment or label exists:** Starshipit did not complete label creation. Read the error shown on screen, then check the order address, package, carrier service, and courier credentials before retrying.
- **A shipment and label exist:** Label creation succeeded. Do not create another shipment. Continue below to find where delivery or physical printing stopped.

## Fix “Could not find the Label Type for courier:-1”

This error can occur during bulk printing when an order does not have a courier and service assigned.

1. Find the affected order in the Orders grid.
2. Confirm the **Courier** and **Product** columns show the intended courier and service.
3. Assign the missing courier and service to the order.
4. To assign them automatically on future imports, configure a [shipping rule](/articles/115001575803-rules-overview) or [default courier service](/articles/203889659-set-a-default-courier-service).
5. Retry the bulk print.

## Fix error 100141

An unsupported or invisible character in an order field can cause error `100141` during label creation. Check fields such as the receiver name, company, and address lines.

1. Open the order and inspect the affected fields for unexpected symbols or extra spaces.
2. Retype the affected value manually using plain text. If the problem is not visible, paste the value into a plain-text editor to inspect it, then retype it in Starshipit.
3. Save the order.
4. Confirm that no shipment or tracking number was created, then retry printing the label.

## Check the selected output method

Confirm what should have happened after the label was created:

| Expected output | Check next |
| --- | --- |
| A PDF should download | Check the browser's download list and whether downloads are allowed for Starshipit. |
| A browser print dialogue should open | Check whether the browser blocked the new window or print dialogue. |
| A Desktop App computer should receive the job | Check the receiving machine selected in Starshipit, then check that machine's Desktop App connection. |
| The current mobile device should print | Check the app's device-print setting, the system print service, and the selected printer. |

## Separate packing slips from shipping labels

If packing slips are combined with shipping labels but you need separate output, give **Packing Slip** its own print setting:

1. In Starshipit, go to **Settings > Printing > Advanced**.
2. Add or open the **Packing Slip** print setting.
3. Choose **Download PDF** to download packing slips as a separate file, or choose the Print Client route and select the Desktop App computer that should receive them.
4. For Print Client output, open **Print Settings** in the Desktop App on that computer and map **Packing Slip** to the required printer.
5. Reprint an existing packing slip and confirm that it reaches the expected destination.

## The wrong computer receives the job

For Desktop App routing, Starshipit settings choose the receiving computer. The Desktop App on that computer then chooses the physical printer.

1. In Starshipit, go to **Settings > Printing > Advanced**.
2. Open the settings for the affected label or document type.
3. Confirm **Print Method** uses the Print Client route.
4. Confirm **Machine** is the computer that should receive the job.
5. Confirm the Desktop App is open and connected on that computer.

If the correct computer receives the job but the wrong printer is used, follow [Troubleshoot the Starshipit Desktop App](/articles/360001591615-troubleshoot-the-print-app).

## The correct computer receives the job but nothing prints

This is a local Desktop App, operating-system, or printer issue. Check the Desktop App's document and label routes, then print the downloaded label PDF directly to the same printer.

- If the PDF also fails, check the operating-system print queue, printer connection, driver, paper, and error indicators.
- If the PDF prints, troubleshoot the Desktop App's local printer mapping.

## The label prints from the wrong physical printer

Open **Print Settings** in the Desktop App on the receiving computer. Confirm the affected document default or shipping-label route points to the intended physical printer.

Changing the machine in Starshipit sends the job to a different computer. Changing the printer in the Desktop App changes the printer used by that computer.

## A mobile device does not print

First confirm that the app is configured to print from the device. Device printing uses the operating system's print flow and does not use the Desktop App machine route.

1. Confirm the expected printer or print service is available to the mobile device.
2. On iOS, confirm the expected AirPrint printer is selected.
3. Confirm the device can reach the printer on the network.
4. Check whether the shipment and tracking number were already created before retrying.

Use the troubleshooting guide for the app where you started the print:

- [Troubleshoot printing in the Pick & Pack mobile app](/articles/1776056162697-troubleshoot-printing-in-the-pick-and-pack-mobile-app)
- [Troubleshoot Starshipit WMS Mobile](/articles/14700000000038-troubleshoot-starshipit-wms-mobile)

## Labels print at the wrong size or orientation

Check the settings at each stage:

1. Confirm the courier or label format is correct in Starshipit.
2. For Desktop App printing, confirm the paper size and orientation on the affected document or shipping-label route.
3. Confirm the operating-system printer preferences use the same paper size.
4. Confirm the loaded label stock matches that size.
5. Calibrate the printer if output is offset or crosses label boundaries.

## Fix DHL Express labels that use the wrong length

If only DHL Express labels use 100 x 200 mm instead of 100 x 150 mm, change the courier-specific resize setting:

1. Go to **Settings > Couriers > DHL Express > Advanced**.
2. Enable **Resize 100x200 labels to 100x150**.
3. Save the DHL Express settings.
4. Reprint an existing label and confirm it fits the 100 x 150 mm stock.

## Reprint after fixing the problem

If the shipment and tracking number already exist, use the order's **Reprint** action. Reprinting sends another copy of the existing label and does not create a new tracking number.

After reprinting, confirm:

1. The expected computer or device receives the job.
2. The expected physical printer is used.
3. The barcode, size, and orientation are correct.