Troubleshooting: Print Client

Overview

• This article outlines solutions to common Print Client errors.
• Find out more about how to set up the Print Client.

Table of Contents

• Check Print Client communication
• Verify Machine Name in eShip Settings
• Your labels aren't coming out of the printer
• Your account is using the wrong printer settings
• I can't find the authorisation code
• The Starshipit Print Client is cutting out

If you experience an error that isn't outlined here, please reach out to our support team.

Check Print Client communication

1. Open the Print Client application on your computer.

2. Go to the Logs tab.

3. Look for an entry that says "Downloading label".

   • If you see this entry: This confirms that your eShip account is communicating with the Print Client successfully. The issue may lie with the printer connection or printer settings (see Step 2).

   • If you do NOT see this entry: It's likely that the Print Client is not connected properly. Make sure to verify the machine setup in your eShip account.

Verify Machine Name in eShip Settings

If your eShip account is not communicating with the Print Client:

1. Go to your eShip account settings.

2. Navigate to Settings > Printing > Advanced.

3. Reconfirm the Machine name listed under your label types.

   • This name must match the name of the computer running the Print Client.

Error: Your labels aren't coming out of the printer

Close and reopen the Print Client

1. Navigate to the taskbar (Windows), or menu bar (Mac)
2. Click the arrow icon, then select the Starshipit Print Client.

   

3. Right-click, then select Exit or Quit to close the Print Client. 

   

   
4. If the Print Client is frozen, end the process from your task manager. We also recommend that if your computer has been on for an extended period (over 24 hours), restart it.
5. Re-open the Starshipit Print Client. When you reopen the client, you will be asked to log back in with your authorisation code. To locate this, see here.
6. Once logged in again, check that the machine name selected in Settings > Printing > Advanced matches the machine name in the print client. For help on finding your machine name, see our guide on finding your computer name. 

Error: Your account is using the wrong print settings

If you have a child account you may be finding that the printer you want to use is not selected. If that is the case then:

1. Log out of eShip completely.
2. Log back into the child account directly, do not override the parent account.
3. Navigate to Settings > Printing > Advanced > Settings under a label type or Add new print settings and copy the authorisation code. Learn how to find the code here.
4. Log out of the print client:
   1. Right-click the icon in the taskbar 
   2. Select Open Print Client
   3. Click the blue Logout option
   4. Log back in using the authorisation code from Step 3
5. If this has worked, the account tab should have the username of the child account, not the parent account.
   

Error: I can't find the authorisation code

When you open the print client, you will be asked for the authorisation code. To locate this:

1. In eShip, navigate to Settings > Printing >  Advanced >  Settings under a label type or Add new print settings.
2. You will then see the authorization code you can use to log into the app.