# Troubleshoot the legacy Print Client
URL: https://support.starshipit.com/articles/360000994896-troubleshoot-the-legacy-print-client
Canonical: https://support.starshipit.com/articles/360000994896-troubleshoot-the-legacy-print-client
Markdown: https://support.starshipit.com/articles/360000994896-troubleshoot-the-legacy-print-client.md
Updated: 2026-05-07

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

> Troubleshoot common errors in the legacy Starshipit Print Client and learn when to contact support.

:::warning
This article applies only to the standalone legacy Print Client. The current Desktop App can receive jobs from Starshipit in Print Client mode and map them to local printers. For a new setup, follow [Set up the Starshipit Desktop App](/articles/360000693156-set-up-desktop-print-application).

Do not run both clients for the same machine and account.
:::

## Check Print Client communication

1. Open the **Print Client** application on your computer.
2. Go to the **Logs** tab.
3. Look for an entry that says "Downloading label".

   * **If you see this entry**: This confirms that your Starshipit account is communicating with the Print Client successfully. The issue may lie with the printer connection or printer settings (see Step 2).
   * **If you do NOT see this entry**: It's likely that the Print Client is not connected properly. [Verify the machine setup](#verify-machine-name-in-starshipit-settings) in your Starshipit account.

## Verify Machine Name in Starshipit Settings

If your Starshipit account is not communicating with the Print Client:

1. Go to your Starshipit **account settings**.
2. Navigate to **Settings** > **Printing** > **Advanced**.
3. Reconfirm the **M****achine** name listed under your label types.

   * This name must match the name of the computer running the Print Client.

## Error: Your labels aren't coming out of the printer

Close and reopen the Print Client

1. Navigate to the taskbar (Windows), or menu bar (Mac)
2. Click the arrow icon, then select the **Starshipit Print Client**.

   ![print_client_2.jpg](/uploads/articles/printing-labels-packing-slips/printing/legacy-troubleshooting-print-client/image_360002131475.png)![Print_client_toolbar.png](/uploads/articles/printing-labels-packing-slips/printing/legacy-troubleshooting-print-client/image_360004594515.png)
3. Right-click, then select **Exit** or **Quit** to close the Print Client.

   ![print_client_1.jpg](/uploads/articles/printing-labels-packing-slips/printing/legacy-troubleshooting-print-client/image_360002131455.png)

   ![Print_client_quit.png](/uploads/articles/printing-labels-packing-slips/printing/legacy-troubleshooting-print-client/image_360004721916.png)
4. If the Print Client is frozen, end the process from your task manager.
5. Re-open the **Starshipit Print Client**. When you reopen the client, you will be asked to log back in with your authorisation code. See [I can't find the authorisation code](#error-i-cant-find-the-authorisation-code).
6. Once logged in again, check that the machine name selected in Settings > Printing > Advanced matches the machine name in the print client. For help on finding your machine name, see our guide on [finding your computer name.](/articles/printing-labels-packing-slips/printing/find-your-computer-name)

![mceclip0.png](/uploads/articles/printing-labels-packing-slips/printing/legacy-troubleshooting-print-client/image_4404808102799.png)

## Error: Your account is using the wrong print settings

If you have a child account you may be finding that the printer you want to use is not selected. If that is the case then:

1. Log out of Starshipit completely
2. Log back into the child account directly, **do not override the parent account**
3. Go to **Settings** > **Printing** > **Advanced** > **Settings** under a label type or **Add new print settings** and copy the authorisation code. For more information, see [I can't find the authorisation code](#error-i-cant-find-the-authorisation-code).
4. Log out of the print client:
   1. Right-click the icon in the taskbar
   2. Select Open Print Client
   3. Click the blue **Logout** option
   4. Log back in using the authorisation code from Step 3
5. If this has worked, the account tab should have the username of the child account, not the parent account  
   ![mceclip0.png](/uploads/articles/printing-labels-packing-slips/printing/legacy-troubleshooting-print-client/image_5322426481551.png)

## Error: I can't find the authorisation code

When you open the print client, you will be asked for the authorisation code. To locate this:

1. Log into [Starshipit](https://app2.starshipit.com/)
2. Go to **Settings** > **Printing** >  **Advanced** >  **Settings** under a label type or **Add new print settings**
3. You will then see the authorization code you can use to log into the app.

   ![Authorization code location in Starshipit settings](/uploads/attachments/legacy-print-client-auth-code.png)

## Error: Your Starshipit Print Client is cutting out

As the standalone Print Client is a legacy application, upgrade to the [Desktop App's Print Client mode](/articles/360000693156-set-up-desktop-print-application#connect-the-desktop-app-as-a-print-client) for a supported current setup.