Printing troubleshooting


  • This article outlines solutions to common printing errors for Windows and Mac.
  • If you experience an error that isn't outlined below, please contact our team here.
Is your printer online and configured?

Download the label and print directly from the PDF to your printer. Did it print? If not, its likely an issue with your printer. Try the below steps to troubleshoot.

  • Check the printer itself is connected to your computer and is showing as online. You can check if a printer is online in your computers printing settings.
  • An offline printer in Windows will show as Offline with a greyed-out icon in Devices and Printers.
  • An offline printer on MacOS will show as Offline with a red circle next to the text. 
  • Check to see if the labels are showing in the printer's queue. If when you print, the labels show in the queue then Starshipit is working correctly as it is successfully submitting labels to your printer queue. 
  • Did the label print from PDF but come out the wrong size or misaligned? It's likely an issue with the printer config and we'd recommend trying to re-calibrate your printer. Re-calibrating the printer allows it to check what paper size it currently has loaded so it can determine where to start and finish printing a label on the roll. 
  • If you have tried the above but are still having problems getting the label to print, we'd recommend contacting your IT support or the printer company support so they can check what drivers you have set up and whether your computer can properly access the printer. 
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:

  • All print app configuration is done in the top left of the application. It is not configured through Settings > Printing.
  • Click Printing > Print Settings and ensure you have label types set up for every courier.
Label sizes/orientation are incorrect

If you are using 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.
Only DHL labels are the incorrect size

DHL has it's own label settings defined in the courier set up. 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 100X150mm labels and 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.

  • 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
  • If this is blank, set up a Starshipit Rule or Set a default courier service to automatically assign a courier when the order imports
Wrong label size and misalignments

Is your label printing but either the wrong size or misaligned? It's likely an issue with the printer configuration and we recommend re-calibrating your printer.

Re-calibrating the printer allows it to check which paper size it currently has loaded so it can determine where to start and finish printing a label on the roll.

Label cutting off on Windows (branded labels)

You may need to offset your label in the printer settings.

  1. On Windows, go to your Printers & scanners settings
  2. Find your label printer and click Manage
  3. Add spacing to the unprintable area – You may need to test print your label a couple of times to get the spacing right.
Which application are you using?

Starshipit has different printing solutions and understanding which one you are using will be key to finding out why your direct printing isn't working.

App Print Client Print Application Desktop Print App
Icon mceclip0.png

Used if you print directly from Shopify or print from the browser


Print client only allows one printer per courier per Starshipit account

Recommended printing solution


Opens a desktop application that you print from instead of the browser

Very similar to Print Application however supports UI 2.0

Set up guide (Legacy) Set up the print client Set up Print Application
Troubleshooting Print Client troubleshooting Print App/Desktop troubleshooting
If all of the above fails to resolve your issue, please contact our support team here and let them know which printer solution you are using to further investigate the issue. 

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