Troubleshooting the Print App

Labels aren't printing

The first step is to confirm that your label printer is working.

1. Download a label to a PDF.
2. Print this direct to the printer.
   • Does this print normally? If it doesn't, you will need to troubleshoot the printer and contact the printer's support team for further assistance
   • If this does print normally, the issue is with the Print App configuration

To check whether you have the correct printers set up:

1. All print app configuration is done in the top left of the application. It is not configured through Settings > Printing.
2. Click Printing > Print Settings and ensure you have label types set up for every courier.

The label only prints for the first order

This error is caused by multiple installations on the machine. To resolve this, follow the below steps:

1. Open Task Manager (Keyboard shortcut: Ctrl + Shift + Esc).
2. Right-click on StarshipitDesktop.exe and select Open File Location.
3. Move to the previous folder named Starshipit.
4. While keeping this folder open, uninstall the Desktop App using Add or remove programs.
5. After uninstalling the app, delete the Starshipit Desktop folder.
6. Reinstall the Starshipit Desktop App. You can download this by navigating to Starshipit > Settings > Printing.

Label sizes/orientation incorrect or double-sided printing occurs

If you are using a Mac, we recommend removing all legacy configurations from Starshipit.

1. Navigate to Settings > Printing > Advanced.
2. Remove all label types by clicking remove.

Check the defined label sizes in the Application Menu Bar:

1. Select Printing > Print Settings
2. Click Edit next to the label type that is printing the wrong size
3. Adjust the settings to your requirements

If none of the above fixes your issue, try following this guide.

The save button doesn't save my printer settings

This can be caused by the fact that the app isn't being run with administrative privileges. You can resolve this by following the steps below:

1. Open Task Manager (Keyboard shortcut: Ctrl + Shift + Esc).
2. Right-click on StarshipitDesktop.exe and select Open File Location.
3. Right-click on the StarshipitDesktop application and select Properties.
4. Under the Compatibility tab, tick the Run this program as an administrator box, click Apply then OK.
5. Close the Desktop app, open it again and you should now be able to save your printing settings.

Only DHL labels are the incorrect size

DHL has its own label settings defined in the courier setup. Check that this matches what you are after.

1. Navigate to Settings > Couriers > DHL Express Settings.
2. Set Format for Outbound Labels to your desired size.
3. Select the Advanced tab.
4. Select Resize 100x200 labels to 100x150 if you are using 100x150 labels, or unselect it if you are using the larger label type.

Could not find the Label Type for courier:-1

This error generally occurs when you are trying to bulk print an order that doesn't have a courier assigned to it.

1. If you look at the order in the orders grid, check that it has a courier showing in the courier column and a service code displaying in the Product field.
2. If this is blank, set up a Starshipit rule or set a default courier service to automatically assign a courier when the order imports.

Is copy and paste supported in the Mac Print App?

Yes, copy and paste is supported in the latest version of the Mac Desktop Print App. If it's not working, you may need to update:

1. Go to Settings > Printing
2. Click Download Starshipit Desktop App for Mac
3. Install the new version over your existing one

Once updated, you can use Cmd+C to copy and Cmd+V to paste. The app supports copying and pasting both from other apps or websites and within the app itself.