Overview
- This article outlines solutions to common printing errors for Windows and Mac.
- If you experience an error that isn't outlined below, please contact our team here.
Is your printer online and configured?
Download the label and print directly from the PDF to your printer. Did it print? If not, its likely an issue with your printer. Try the below steps to troubleshoot.
- Check the printer itself is connected to your computer and is showing as online. You can check if a printer is online in your computers printing settings.
- An offline printer in Windows will show as Offline with a greyed-out icon in Devices and Printers.
- An offline printer on MacOS will show as Offline with a red circle next to the text.
- Check to see if the labels are showing in the printer's queue. If when you print, the labels show in the queue then eShip is working correctly as it is successfully submitting labels to your printer queue.
- Did the label print from PDF but come out the wrong size or misaligned? It's likely an issue with the printer config and we'd recommend trying to re-calibrate your printer. Re-calibrating the printer allows it to check what paper size it currently has loaded so it can determine where to start and finish printing a label on the roll.
- For Zebra GK420d printers follow this guide.
- DYMO LabelWriter 4XL watch this guide.
- SATO WS4 watch this guide.
- If you have tried the above but are still having problems getting the label to print, we'd recommend contacting your IT support or the printer company support so they can check what drivers you have set up and whether your computer can properly access the printer.
Labels aren't printing
The first step is to confirm that your label printer is working.
- Download a label to a pdf.
- Print this direct to the printer.
- Does this print normally? If it doesn't, you will need to troubleshoot the printer and contact the printer's support team for further assistance.
- If this does print normally, the issue is with the Print App configuration.
To check whether you have the correct printers set up:
- All print app configuration is done in the top left of the application. It is not configured through Settings > Printing.
- Click Printing > Print Settings and ensure you have label types set up for every courier.
Label sizes/orientation are incorrect
If you are using Mac, we recommend removing all legacy configurations from eShip.
- Navigate to Settings > Printing > Advanced.
- Remove all label types by clicking remove.
Check the defined label sizes in the Application Menu Bar:
- Select Printing > Print Settings.
- Click Edit next to the label type that is printing the wrong size.
- Adjust the settings to your requirements.
This error generally occurs when you are trying to bulk print an order that doesn't have a courier assigned to it.
- If you look at the order in the orders grid, check that it has a courier showing in the courier column and a service code displaying in the Product field
- If this is blank, set up a eShip Rule or Set a default courier service to automatically assign a courier when the order imports
Wrong label size and misalignments
Is your label printing but either the wrong size or misaligned? It's likely an issue with the printer configuration and we recommend re-calibrating your printer.
Re-calibrating the printer allows it to check which paper size it currently has loaded so it can determine where to start and finish printing a label on the roll.
- For Zebra GK420d printers follow this guide.
- DYMO LabelWriter 4XL watch this guide.
- SATO WS4 watch this guide.
Label cutting off on Windows (branded labels)
You may need to offset your label in the printer settings.
- On Windows, go to your Printers & scanners settings
- Find your label printer and click Manage
- Add spacing to the unprintable area – You may need to test print your label a couple of times to get the spacing right.