Printers Not Showing Up

Explains the ShipStation Connect Settings screen and steps to take if your devices are missing from either Settings or the Print pop-up screen.

There are two instances where printers should appear in ShipStation: ShipStation Connect Settings and the Print Pop-up screen.

The ShipStation Connect Settings Screen

This screen is used to administer (i.e., rename, disable, and share) the printers and devices accessed through ShipStation Connect. Devices will only appear on this screen in you are logged into ShipStation with the same username and password with which you are logged into ShipStation Connect.

ShipStation Connect settings page. Shows Available printers, scales, & which are Disabled or Shared

If logged in as the same user, you should see all the devices on the printer workstation, even if you are logged into ShipStation on a different computer (so you can disable or share devices with other users from this screen remotely).

The Print Pop-up Screen

This is the screen you see when you print a document in ShipStation.

Select Printer ShipStation

Select Printer pop-up, hand cursor & blue highlight indicates user's printer selection

Select Printer ShipStation (Legacy Layout)

Select Printer pop-up. Lists available printers to Print Packing Slips. ​Link: back to Print Options. Checkbox: Show hidden printers.

The sections below include details on what to do if you do not see your printers in each scenario.

Printers Do Not Appear in Settings

If you are configuring ShipStation Connect for the first time, or you need to make changes to your connected devices (like editing their name, setting them to disabled, or sharing them with other users), you must first check two things:

  1. Make sure ShipStation Connect is installed and running on your printer workstation.

    Windows:

    Arrow pointing to ShipStation Connect icon in Windows System Tray.

    MacOS:

    Arrow pointing to the ShipStation connect icon in the MacOS menu bar.

    Your printer workstation is the computer your printer(s) and other devices are connected to via USB. ShipStation Connect does not need to be installed in workstations that do not have printers or scales connected to them.

  2. Make sure you are logged into ShipStation and ShipStation Connect using the same username and password.

If you have confirmed the above but your printer list is still not appearing in the ShipStation Connect Settings, it's possible something has interfered with the communication between ShipStation Connect and your printer(s). Deactivate and then reactivate ShipStation Connect to get them talking again.

De-activate and Reactivate ShipStation Connect

  1. Go to your printer workstation, if you are not already on it.

  2. Click the ShipStation Connect icon in the System Tray (Windows) or choose Settings from the menu bar icon (MacOS).

    Windows:

    WDWS_SSConnect_Settings-CU_MRK.png

    MacOS:

    MacOS_SSConnect_Settings.png
  3. Click De-activate this Computer in the ShipStation Connect pop-up.

    ShipStation Connect Deactivate screen.
  4. Log in with your ShipStation username and password when prompted and click Register This Computer.

    Register ShipStation Connect menu in MacOS.

    This will re-activate ShipStation Connect on your printer workstation and allow those connected devices to communicate with ShipStation again.

Figure 1. Windows

Windows

Figure 2. MacOS

MacOS

If the devices still do not appear in your ShipStation Connect Settings, you may need to fully uninstall and reinstall ShipStation Connect. See the instructions for both Windows and MacOS below.

Uninstall and Reinstall ShipStation Connect (Windows)

  1. Right-click on the ShipStation Connect icon in the System Tray and choose Exit.

    WDWS_SSConnect_Exit-CU_MRK.png
    1. If you cannot exit ShipStation Connect this way, click CTRL+ALT+DELETE, then locate the nw.exe process in the list.

    2. Right-click on the nw.exe process and click End Task.

      WDWS_SSConnect_TaskMngr_EndTask_MRK.png
  2. Go to Control Panel > Programs and Features and select ShipStation Connect.

  3. Click Uninstall/Change.

    WDWS_SSConnect_UninstallProgram.png
  4. Select the Remove Application option and click OK.

    WDWS_SSConnect_Remove-PU.png
  5. Open your File Explorer, type %localappdata% and press Enter.

    WDWS_SSConnect_LocalAppData-Search_MRK.png
  6. Find the ShipStation Connect folder and right-click. Delete this folder.

    WDWS_SSConnect_LocalAppData-Delete_MRK.png
  7. Find the Apps folder and right-click. Delete this folder as well.

    WDWS_SSConnect_LocalAppData-Apps-Delete_MRK.png
  8. Re-download ShipStation Connect from ShipStation Account Settings > Printing > ShipStation Connect and reinstall ShipStation Connect.

Uninstall and Reinstall ShipStation Connect (MacOS)

  1. Click the ShipStation Connect icon in your toolbar and choose Quit.

    MacOS_ConnectIcon_Quit.png
    1. If you are unable to quit ShipStation Connect this way, search for Activity Monitor in your Spotlight search.

    2. Then, locate ShipStation Connect in the list and click the stop-sign symbol MAC_ActMonitor_Stop.png in the top left of the Activity Monitor screen.

      MAC_ActivityMonitor_StopProcess_MRK.png
  2. Go into the MacOS Finder and hold the Option key on your keyboard.

  3. Click the Go menu, then click Library.

  4. Open the folder called Application Support, then move the folder called ShipStation Connect to the trash.

    MAC_Library-AppSupport_Trash_MRK.png
  5. Download the ShipStation Connect installer from ShipStation's Settings > Printing > ShipStation Connect and re-install ShipStation Connect.

Printers Missing From Print Pop-Up Screens

If you are attempting to print a document, but you do not see your printers available in the printer pop-up screen, first make sure ShipStation Connect is open on your printer workstation and your printer workstation is on and awake (if it's a different computer than the one you are working on).

Your next steps will depend on if you are logged in as the same user as ShipStation Connect or as a different user.

Same User

If you are logged into your ShipStation account and ShipStation Connect with the same username and password, you should see all available ShipStation Connect devices, as long as they have not been set to disabled in ShipStation Connect Settings.

  1. Go to Settings > Printing > ShipStation Connect.

    ShipStation Connect settings page. Shows Available printers, scales, & which are Disabled or Shared
  2. If your devices are listed, make sure any device you want to use is not set to disabled. If the disabled checkbox is checked, uncheck it.

If your device still does not appear when you attempt to print a document, deactivate and reactivate ShipStation Connect. This will reset all your custom device names in ShipStation, as well as the device's Disabled and Shared statuses.

Different User

If you want to make devices available for other users on your account, you must first set those devices to Shared in the ShipStation Connect settings.

  1. Log into ShipStation and ShipStation Connect with the same username and password.

    This will need to be a user with administrator privileges in ShipStation.

  2. Go to Settings > Printing > ShipStation Connect.

  3. Check the Shared box for any device you want to make available to other users on your ShipStation account.

    ShipStation Connect popup. Red box highlights boxes (checked & unchecked) under Shared column.

These devices should now be available to all users on your account, regardless of which workstation they use or where they log in from.

Deactivating ShipStation Connect

If you de-activate ShipStation Connect for any reason, the Shared and Disabled settings (along with any custom device names) will go back to their default (unselected) state when you reactivate ShipStation Connect. You will have to Share and Disable devices again if you de-activate ShipStation Connect for any reason.