ShipStation Connect isn't working. What do I do?

If you're having trouble printing documents using ShipStation Connect, please make sure that ShipStation Connect is both communicating with ShipStation, and also that it's installed and running on your computer.
 

Is ShipStation Connect communicating with ShipStation?


To check if ShipStation Connect is properly communicating with ShipStation.

Head to your Account Settings (the gear icon in the upper right).

Next, select Printing and then ShipStation Connect from the sidebar on the left.


If you see a list of printers, scales, and/or other connected hardware, that means that ShipStation Connect is communicating with ShipStation; however, there's likely an issue with your connected devices unrelated to ShipStation. Regardless, our Support Team has specialists that are happy to troubleshoot these hardware issues with you and help you to find a solution! Open a Support Case and check out this support article for a short-term printing method.

But, there may be a quick fix if your screen looks like the one below:



The screen above indicates that either ShipStation Connect isn't running, or wasn't installed properly. Keep reading for a few more things to try before you open a Support Case!
 

Is ShipStation Connect installed and running?


The steps to check if ShipStation Connect is properly installed and running depend on your computer's operating system. Click the following links to jump to sections for Windows users and Mac users.

Windows Users
ShipStation Connect needs to be running in the System Tray (typically located in the lower right) in order to work. You may need to click an arrow in the tray to see all of your System Tray icons. Either way, you should be able to locate the green ShipStation Connect icon shown below:



If you don't see this icon, it's possible that ShipStation Connect is installed, but isn't running at this time. Click on the Start button (the Windows icon that's typically in the lower left) and search for ShipStation Connect. Get it running so that it's green icon appears in the System Tray.

If it turns out that ShipStation Connect wasn't installed, you will need to install ShipStation Connect.

Click on the green ShipStation Connect icon in the System Tray and ensure that it's already been activated for use with your ShipStation account. Activation instructions are included with the ShipStation Connect installation instructions.

If you were able to confirm that ShipStation Connect is installed and running, but you're still unable to print normally, please open a Support Case and check out this support article for a short-term printing method.

Mac Users
ShipStation Connect needs to be running in the Menu Bar (typically in the top right) in order to work. You should see the black ShipStation Connect gear that will give you the option to manage your Settings or Exit, as shown below:

 

If you don't see this icon, it's possible that ShipStation Connect is installed, but isn't running at this time. Click on the Spotlight Search icon (the magnifying glass icon that's typically in the top right corner) and search for ShipStation Connect. Get it running so that its black icon appears in the Menu Bar.

If Spotlight Search can't find ShipStation connect, that means you will need to install ShipStation Connect, being sure to drag the ShipStation Connect icon into your Applications folder during the installation process. Also, allow it to run on startup, too!

Click on the black ShipStation Connect icon in the Menu Bar and ensure that it's already been activated for use with your ShipStation account. Activation instructions are included with the ShipStation Connect installation instructions.

If you were able to confirm that ShipStation Connect is installed and running, but you're still unable to print normally, please open a Support Case and check out this support article for a short-term printing method.

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