If the content of your labels appear to print either too big or too small for your label paper, the most likely cause is a mismatch between your settings and preferences. The sections below will guide you through the troubleshooting the most likely causes of this issue.
If you are still unable to resolve the problem, contact ShipStation support for further assistance.
Settings > Printing > Printing Setup and check your label's Document Options.
For thermal label printers (Zebra, DYMO, Rollo, etc), the label format should be set to one of the 4" x 6" options.
For standard desktop printers (laser, inkjet, etc), the label format should be set to one of the 8.5" x 11" options.
Regardless of which printer you use, your printer preferences should also match your ShipStation label format and DPI.
Label DPI in ShipStation can be set to 203 DPI or 300 DPI. If you are unsure which DPI you should choose, check your printer documentation.
The paper size set in your printer preferences must correspond to the paper size you've selected in ShipStation's Label Document Options. Depending on your printer, there may be multiple places to configure these settings:
Go to your Devices & Printers Control Panel.
Right-click your printer.
You should see both Printing Preferences and Printer Properties in the contextual menu.
Check the paper size (sometimes called Media size) in Printing Preferences to ensure it corresponds to your label layout from ShipStation.
Select the option in your preferences closest to
Ensure the DPI set in your Printer Preferences matches the DPI set in ShipStation's Document Options.
Check the Printer Properties to ensure any settings here are consistent with your Printing Preferences and set as the default.
Save any changes you have made.
Mac users will adjust printer settings using CUPS. If you are not familiar with how to access CUPS, see the How to Access CUPS section of our MacOS Printer Setup article.
The paper size set in your CUPS printer preferences must correspond to the paper size you've selected in ShipStation's Label Document Options.
Open CUPS in your browser.
Select the desired printer from the list.
Choose Set Default Options from the Administration drop-down menu.
Check the paper/media size corresponds to the paper size you are using and that you've set in your Label Document Options in ShipStation.
Check the DPI selected matches the DPI set in your ShipStation Document Options. If you are unsure what this should be, check your printer documentation.
Click Set Default Options once you have made any adjustments.
If you attempt to set your paper/media size in your printer preferences, but the necessary paper size is not available, you may not have the correct driver installed for that printer.
A printer driver is a piece of software that converts the data coming from your computer into a format the printer understands. Depending on your make and model printer, your printer driver may have been pre-installed, downloaded upon connection, or needed to be installed separately. If the latter, you should be able to download the latest drivers from the printer manufacturer website.
For MacOS users:
The DYMO LabelWriter driver required for 4" x 6" labels is not pre-installed.
Download the correct driver for Mac from the DYMO support website.
CUPS allows you to select a different driver (if one is available). Click Modify Printer from the Administration menu:
Click through two screens until you see the list of available drivers. You can then select one to test with.
The Modify Printer step in CUPS primarily applies to Zebra printers, which have the option of both an EPL1 and EPL2 driver in CUPS. If one is selected, but you are unable to print a test label in CUPS, you can select the other and print a test label to see which is correct for your system.
Uninstall any printer from your system that you no longer use or is a duplicate of another printer instance.
Go to your Devices & Printers Control Panel.
Right-click the printer icon, and select Remove Printer from the contextual menu.
This will prevent the possibility of selecting the printer with the wrong configuration in ShipStation.
ShipStation uses the PDF format for labels by default, so it's best to make sure you have the most up-to-date version of Adobe's widely used PDF Reader so that your workstation interprets the documents correctly.
You'll need to agree to Adobe's Terms of Service before their software will be fully functional. Open up any PDF file already on your computer, or start up Adobe Reader as you would any other program. Either of these actions will trigger Adobe's Terms of Service prompt.