1. ShipStation Help U.S.
  2. Troubleshooting Guide
  3. Print Troubleshooting

Printers Not Showing Up in ShipStation

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ShipStation Content Team

Updated

Explains the ShipStation Connect Settings screen and steps to take if your devices are missing from either Settings or the Print pop-up screen.

Follow the steps in this troubleshooting guide when the printer you are attempting to print to from ShipStation is not showing up.

Most commonly, the printer will not be available to select from the list of available printers when printing a document in ShipStation. We will look at this scenario first since these troubleshooting steps will typically get you up and running quickly.

Open "Print through ShipStation Connect" drop-down menu of available printers.

It is also possible that the printer no longer appears in the list of printers in ShipStation Connect. We will also take a look at what to do when this occurs.

List of available printers shared with ShipStation Connect in Account Settings.

ShipStation and ShipStation Connect Accounts

To ensure that all available printers are viewable while following the troubleshooting steps below, please log in to ShipStation with the same username and password that was used to register the workstation in ShipStation Connect.

1. Verify the Workstation is Awake

Is the printer you are attempting to print to connected to a different computer than the ShipStation workstation you are working on?

Green rectangular label that says "Yes" Yes. Verify that the computer is turned on and is awake. Then, check to see if the printer shows up.

If this didn't resolve your issue, jump to troubleshooting step 2, Verify that Connect is Running.

Red rectangular label that says "No" No. The printer is connected to the computer I am working from.

Skip to troubleshooting step 2, Verify that Connect is Running.

2. Verify that ShipStation Connect is Running

Let's make sure that ShipStation Connect is running on the printer workstation.

In Windows

Install ShipStation Connect only on your printer workstations.

ShipStation Connect only needs to be installed on the workstation the printers are physically connected to. If you are printing from a remote workstation to the printer workstation, make sure the ShipStation Connect admin has shared the printers so other users can access them through ShipStation.

  1. Click the Show hidden icons arrow in the system tray to display all running application icons.

    The show hidden icons arrow is highlighted in the desktop toolbar.

  2. Ensure that ShipStation Connect is running by locating the ShipStation Connect icon.

    ShipStation Connect icon highlighted in Windows apps toolbar menu.

ShipStation Connect is not running. How do I start it?

To launch ShipStation Connect:

  1. Type ShipStation Connect into the Windows Type here to search field. Then, press Enter or click on the ShipStation Connect app.

    ShipStation Connect application located from Windows desktop search bar. Click from results list to launch.

  2. Enter the ShipStation Username and ShipStation Password used for ShipStation Connect. Then, click Login.

    If you are not prompted to log in, Connect may already be running and logged in. Check the system tray for the ShipStation Connect icon.

    ShipStation Connect login screen is shown with the Username and password fields highlighted.

  3. Close the ShipStation Connect window.

    Connect will still be running after you close it.

    ShipStation Connect is open with the X to close the application highlighted.

On macOS

Install ShipStation Connect only on your printer workstations.

ShipStation Connect only needs to be installed on the workstation the printers are physically connected to. If you are printing from a remote workstation to the printer workstation, make sure the ShipStation Connect admin has shared the printers so other users can access them through ShipStation.

  • Ensure that ShipStation Connect is running by locating the ShipStation Connect gear icon in the Menu Bar:

    Arrow pointing to the ShipStation connect icon in the MacOS menu bar.

ShipStation Connect is not running. How do I start it?

To launch ShipStation Connect:

  1. Locate ShipStation Connect in the Applications folder and launch it.

    MAC Application folder with ShipStation Connect highlighted.

  2. Enter the ShipStation Username and ShipStation Password used for ShipStation Connect. Then, click Login.

    If you are not prompted to log in, Connect may already be running and logged in. Check the Menu Bar for the ShipStation Connect icon.

    ShipStation Connect login screen is shown with the Username and password fields highlighted.

  3. Close the ShipStation Connect window.

    Connect will still be running after you close it.

    ShipStation Connect is open with the X to close the application highlighted.

Is your printer available now that ShipStation Connect is running?

Green rectangular label that says "Yes" Yes. I started ShipStation Connect, and the printer is now available.

Great! You are all set!

Red rectangular label that says "No" No. I started ShipStation Connect, but my printer is still not showing up.

OK, let's deactivate and register ShipStation Connect.

Gray rectangular label that says "NA" ShipStation Connect was already running, and the printer is still not showing up.

OK, let's check to be sure to deactivate and register ShipStation Connect.

3. Refresh the ShipStation Connection

Since you have confirmed ShipStation Connect is running on your system and you are still unable to print, it's possible something has blocked communication between ShipStation Connect and your printer. Certain security applications or physically disconnecting the printer while ShipStation Connect is running could cause this.

Refresh the connection on the printer workstation in ShipStation Connect. Here's how:

  1. Open the ShipStation Connect application.

    • In Windows, click the ShipStation Connect icon ShipStation icon for Windows O S. Green "gear" symbol in white square.in the system tray.

      ShipStation Connect icon highlighted in Windows apps toolbar menu.

    • On a Mac, click the ShipStation Connect icon ShipStation icon for Windows O S. Green "gear" symbol in white square. in the menu bar and select Settings.

      Arrow pointing to the ShipStation connect icon in the MacOS menu bar.

  2. Click the Refresh Connection link.

    The Connection Status: indicator will briefly change to read Disconnected then back to Connected while the connection is refreshed.

    The refresh connection link is highlighted in the ShipStation Connect application. The Connection Status indicator is also highlighted.

  3. Close the ShipStation Connect application.

Did refreshing the connection fix the issue?

Green rectangular label that says "Yes" Yes. After refreshing the connection in Connect, the printer now shows up.

Great! You are all set!

Red rectangular label that says "No" No. I still do not see the printer when trying to print.

Let's check to see if the printer is shared in Connect.

4. Verify the Printer is Shared in ShipStation Connect

Next, ensure that your printer appears in ShipStation Connect and has been shared.

  1. Go to Account Settings.

    Closeup of ShipStation toolbar with outline marking the Settings icon.

  2. Select Printing from the left-hand sidebar, then choose ShipStation Connect.

    Settings left-hand sidebar. Under Printing dropdown, red box highlights ShipStation Connect option.

  3. Verify that the printer you are attempting to print your labels to shows in the list of printers and that it is shared, not disabled.

    Disabled printers will not appear as an available printer in ShipStation.

    List of available printers shared with ShipStation Connect in Account Settings.

Did ensuring that the printer is shared in ShipStation Connect fix the issue?

Green rectangular label that says "Yes" Yes. Now that the printer is shared, I can select the printer to print to.

Great! You are all set!

Red rectangular label that says "No" No. I followed all the steps, but the printer is still not showing up in ShipStation Connect.

Let's uninstall and reinstall ShipStation Connect.

5. Uninstall and Reinstall ShipStation Connect

Now that you have attempted all of the above troubleshooting steps, let's uninstall and then reinstall ShipStation Connect.

It is possible that something has disrupted communication between your printer and ShipStation Connect. Reinstalling Connect will typically fix this issue.

The Latest Version of ShipStation Connect

Running the latest version of ShipStation Connect will ensure that you are able to take full advantage of all of the available features and updates.

  1. Follow the steps in our Upgrade to the New ShipStation Connect help article. The steps in the article will guide you through completely uninstalling ShipStation Connect and reinstalling the latest version.

  2. Return to this article and continue with step 3.

  3. With the latest version of ShipStation Connect installed and running on the printer workstation, check again to see if your printer appears in ShipStation Connect and is shared.

Did uninstalling and then reinstalling the latest version of ShipStation Connect resolve your issue?

Green rectangular label that says "Yes" Yes. After installing the latest version of ShipStation Connect, my printer now appears as expected.

Great! You are all set!

Red rectangular label that says "No" No. I installed the latest version of ShipStation Connect, but my printer has still not appeared.

Please contact ShipStation support. We are happy to assist you further.

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