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  3. Print Troubleshooting

Labels Print Too Big or Too Small

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ShipStation Content Team

Updated

Steps to try if your labels are printing either too big or too small. Includes checking ShipStation's label layout settings and adjusting printer system preferences.

Follow the troubleshooting steps in this article when your shipping labels are printing either too large or too small.

The most likely cause is a mismatch between your settings and preferences. So, we will look at those settings first. Then, if that does not resolve your issue, we will look at more advanced troubleshooting steps.

Confirm Your Print Settings

Two places have settings you need to review: the label layout that is set in ShipStation and your workstation print settings.

First, confirm the label format you have set.

  1. Go to Settings > Printing > Printing Setup.

    Settings, Printing, Printing Settings path is highlighted in ShipStation.

  2. Click Document Options for document type Label.

    Printing Setup page showing the Document Options marked for the Labels Document type.

  3. Verify that the following settings are correct:

    • Shipping Label Format:

      • Thermal Printers (Zebra, DYMO, etc.): Set to one of the 4" x 6" options.

      • Standard Desktop Printers (laser, inkjet, etc.): Set to one of the 8.5" x 11" options.

    • Label DPI: Select the correct DPI setting, 203 DPI or 300 DPI, for your printer. If you are unsure which DPI you should choose, check your printer documentation.

      In most cases, you can leave the setting at 300 DPI. However, some printers (such as the Zebra 2844 thermal printer) require the setting to be set at 203 DPI.

    Shipping Label Format and Label DPI settings highlighted in Label Printing Setup pop-up window.

  4. Click the Save Changes button to save any changes you may have made.

Next, move to the following section and check to verify that the printer preferences on your computer match the ShipStation label layout settings. Please do not skip this next step, as the OS settings must match the settings configured in ShipStation.

Verify Your Computer's Printer Settings

The paper size and DPI settings in Windows or macOS must match the settings configured in ShipStation.

Windows

  1. Type Control Panel into the Windows Type here to search field and press Enter on your keyboard or click on Control Panel.

    Control Panel app opened from Windows desktop search bar results.

  2. Click on Devices and Printers.

    Devices and Printers settings highlighted in Windows Control Panel menu.

  3. Right-click on your printer and select Printing Preferences.

    Printing Preferences highlighted in the Windows right-click menu.

  4. Configure the paper size and print resolution (DPI setting) to match the settings in ShipStation's printer setup.

    The Printer Preferences screen will be different depending on the type of printer and printer manufacturer. You may have to search a bit to locate the correct settings. For example, the resolution/DPI setting may be located on the Graphics tab for some thermal printers. Below is an example of the printer preferences for a Zebra thermal printer and a Brother standard laser printer.

    Windows Printing Preferences Page Setup tab open with page size set to 4 by 6 inches.
    Windows Printing Preferences settings open to Graphics tab, with Resolution set to 203x203 dpi and Dithering set to None.

    Zebra Thermal printer preferences

    Windows Printing Preferences settings open to Basic tab, with Page Size set to Letter and Resolution set to 300 dpi.

    Brother laser printer preferences

  5. Save your changes.

Mac

  1. Open CUPS in your web browser.

    • Type http://localhost:631/printers into the address bar and press Return.

    • If CUPS does not open and/or you receive an error, please see the Enable CUPS section below.

  2. Open the printer settings by clicking on the link for your printer from the list of available printers.

  3. Click on the Administration drop-down menu and select Set Default Options.

    CUPS Administration dropdown menu with Set Default Options selected.

  4. Verify that the paper/media size and printer resolution are correct and match the settings configured in ShipStation.

    The options available will be different depending on the type of printer and printer manufacturer. You may have to search a bit to locate the correct settings. For example, the images below show configuring the media size to 4" x 6" for a Zebra thermal printer and the resolution to 203 DPI for a Citizen printer. The options may look different for other printer models.

    CUPS Media Size menu with 4x6 option selected. After selection, click Printer Settings tab. Do not click Set Default Options.
    General tab in CUPS Set Printer Options screen shows default settings for Citizen CL S700Z printer.

    Configuring the media size for a Thermal printer and the resolution for a Citizen printer

  5. Click the Set Default Options button to save your changes.

Did checking the ShipStation layout settings and computer print preferences resolve your issue?

Green rectangular label that says "Yes" Yes. After updating the ShipStation and computer printer settings, the labels print correctly.

Great! You are all set!

Red rectangular label that says "No" No. The settings in ShipStation and on my computer are correct, but the labels still print incorrectly.

OK, let's make sure that the correct print drivers are installed for your printer.

Install the Correct Print Driver

Verify that the latest print driver is installed for your printer.

A printer driver is a piece of software that converts the data coming from your computer into a format the printer understands. Ensuring the latest and correct print driver is installed can help remedy many common printing issues.

Windows

  1. Use the links below to visit the manufacturer's website and download the correct driver installer for your printer model.

    If your printer manufacturer is not listed below, try visiting the support section of the printer manufacturer's website. In many cases, drivers can be found there.

  2. Once downloaded, launch the installer and follow the steps to install the print driver.

Mac

  1. Open CUPS in your web browser.

    • Type http://localhost:631/printers into the address bar and press Return.

    • If CUPS does not open and/or you receive an error, please see the Enable CUPS section.

  2. Open the printer settings by clicking on the link for your printer from the list of available printers.

  3. Click the Administration drop-down menu and select Modify Printer.

    CUP Maintenance menu with Modify Printer option highlighted.

  4. Click the Continue button two times.

    A screen will display a list of available print drivers in the Model: field.

  5. Test to see if the different print driver (if more than one is available) fixes your printing issue by selecting the driver and clicking on the Modify Printer button. Then, print a test label from ShipStation.

    CUPS Modify Printer settings. New printer model selected and "Modify Printer" button highlighted.

EPL1 or EPL2 Zebra Drivers

The Modify Printer step in CUPS primarily applies to Zebra printers, which have the option of either an EPL1 or an EPL2 driver. If one is selected, but you are unable to print a test label in CUPS, select the other and print a test label to see which is correct for your configuration.

Did installing the correct print driver for your printer fix your issue?

Green rectangular label that says "Yes" Yes. I updated the print driver, and now my labels print correctly.

Great! You are all set!

Red rectangular label that says "No" No. I updated the print driver, but my labels still print too large or too small.

Do you print using ShipStation Connect? If so, please reach out to ShipStation support. We are happy to help.

Don't use ShipStation Connect? Let's make sure that Adobe Reader is up to date.

Install the Latest Adobe Reader

When Not Using ShipStation Connect

This troubleshooting step is only needed if you do not print your labels using ShipStation Connect.

In some cases, when printing from ShipStation, Adobe Acrobat Reader is used to format and display the labels and PDF documents correctly. Verifying that you are running the latest version may assist with label formatting issues.

Verify that the latest version of Adobe Reader DC is installed on your computer.

  1. Visit the Adobe Acrobat Reader DC download page.

  2. Click the link to download the installer for Adobe Acrobat Reader DC.

    Be sure to download the free version, not the Pro version.

  3. Launch the installer and follow the instructions to complete the installation.

  4. Open the Adobe Acrobat Reader program or any PDF file on your computer and accept the terms and conditions.

    The terms and conditions must be accepted in order for Adobe Acrobat Reader to fully function.

Did installing the latest version of Adobe Acrobat Reader fix the issue?

Green rectangular label that says "Yes" Yes. After installing Adobe Reader, my labels now print correctly.

Great! You are all set!

Red rectangular label that says "No" No. After installing Adobe Reader, my labels still print too big or too small.

Please reach out to ShipStation support. We are happy to help.

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