Follow the steps in this troubleshooting guide when the printer you are attempting to use to print 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.
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.
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.
Let's make sure that ShipStation Connect is running on the printer workstation.
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.
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Click the Show hidden icons arrow in the system tray to display all running application icons.
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Ensure that ShipStation Connect is running by locating the ShipStation Connect icon.
To launch ShipStation Connect:
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Type ShipStation Connect into the Windows Type here to search field. Then, press Enter or click on the ShipStation Connect app.
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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.
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Close the ShipStation Connect window.
Connect will still be running after you close it.
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.
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Ensure that ShipStation Connect is running by locating the ShipStation Connect gear icon in the Menu Bar:
To launch ShipStation Connect:
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Locate ShipStation Connect in the Applications folder and launch it.
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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.
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Close the ShipStation Connect window.
Connect will still be running after you close it.
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.
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 can take full advantage of all of the available features and updates.
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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.
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Return to this article and continue with step 3.
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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.