Troubleshooting - Print App


Error: 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 contacting the printer's support team for further assistance
    • If this does print normally, the issue is with the Print App configuration

Error: Label Sizes/Orientation 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 Settingsmceclip0.png
  2. Click Edit next to the label type that is printing the wrong size
  3. Adjust the settings to your requirements

Error: 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 (select if you are using 100x150 labels) if you are using 100X150mm labels and unselect it if you are using the larger label type
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