# Troubleshoot the Starshipit Desktop App
URL: https://support.starshipit.com/articles/360001591615-troubleshoot-the-starshipit-desktop-app
Canonical: https://support.starshipit.com/articles/360001591615-troubleshoot-the-starshipit-desktop-app
Markdown: https://support.starshipit.com/articles/360001591615-troubleshoot-the-starshipit-desktop-app.md
Updated: 2026-09-03

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

> Fix local printer mapping, output, size, and connection issues in the Starshipit Desktop App.

Use this guide after confirming that the label was created and reached the correct computer. It covers the local step from the Starshipit Desktop App to a physical printer.

If no shipment or label exists, or the wrong computer receives the job, start with [Troubleshoot printing](/articles/213724603-troubleshoot-printing). For the complete routing model, see [Understand how Starshipit printing works](/articles/90200000000155-understand-how-starshipit-printing-works).

## Check the local print route

1. Open the **Starshipit Desktop App** on the computer that received the job.
2. Open **Settings**, then select **Print Settings**.
3. Under **Document Defaults**, check whether the affected document should use a printer or download as a PDF.
4. If it uses a printer, confirm the expected physical printer is selected.
5. Under **Shipping Label Type Routes**, confirm any matching label-type route uses the intended printer, paper size, and orientation.

Starshipit website settings select which Desktop App computer receives a routed job. These Desktop App settings select what that computer does with it.

## The Desktop App receives the job but nothing prints

1. Download or open the existing label PDF.
2. Print it directly to the same physical printer.
3. Check the result:
   - If the PDF does not print, clear any stuck jobs in the operating-system print queue and check the printer connection, driver, paper, and error indicators.
   - If the PDF prints, return to **Print Settings** in the Desktop App and correct the route for that label or document type.

Contact your IT team or printer manufacturer if the operating system cannot print the PDF.

## The wrong physical printer is used

Open **Print Settings** and update the affected **Document Default** or **Shipping Label Type Route**. A specific shipping-label route can override the general document destination.

If the job reached the wrong computer rather than the wrong printer, change the **Machine** for that label or document type in Starshipit **Settings > Printing > Advanced**.

## The Desktop App downloads a PDF instead of printing

Open **Print Settings** and check the affected document default or shipping-label route. Change its destination from PDF download to **Printer**, then select the required printer.

If the Desktop App setting already uses a printer, check whether Starshipit or the originating workflow was deliberately configured to download or open the label instead of routing it to the Desktop App.

## The label only prints for the first order

More than one Desktop App installation can cause this behavior on Windows. Before reinstalling, confirm the later jobs reached this computer and are not waiting in the operating-system print queue.

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**.

## Labels use the wrong size, orientation, or duplex setting

1. In **Print Settings**, open the route for the affected label or document.
2. Confirm the paper size and orientation match the label stock loaded in the printer.
3. Open the operating-system printer preferences and confirm the same paper size.
4. Disable double-sided printing for labels and packing documents that must print one-sided.
5. Calibrate the printer if output is offset or crosses label boundaries.

On macOS, see [Fix 4 x 6 label paper size on Mac](/articles/4408869188239-fix-4-x-6-label-paper-size-on-mac) if the operating system continues to scale the label incorrectly.

## The save button doesn't save my printer settings

On Windows, check whether the Desktop App can save its local settings:

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.

## Confirm the fix

Reprint an existing label and confirm:

1. The Desktop App receives the job.
2. The expected physical printer is used.
3. The label uses the correct size and orientation.
4. The barcode is clear and scannable.