Unable to print/view labels

Overview

There are several reasons you may be unable to view or print labels in StoreFeeder. This article covers the most common causes and how to resolve them.

Label has been purged due to data retention

If you try to print a label that has been removed during data retention, you will see this error:

See the "An error occurred while attempting to retrieve the label from remote storage" article for more information.

Label is in a raw printer format (ZPL/EPL)

Some couriers provide labels in a raw format (ZPL, EPL, etc.) that cannot be previewed in StoreFeeder. When this is the case, StoreFeeder shows:

These labels are instructions sent directly to a label printer and cannot be viewed as a PDF. To print them, use Print Assist, which automatically sends the label to your label printer when you press Reprint Label or despatch an order. If Print Assist is not set up on your account, contact the support team.

Label is missing information

If labels are printing but parts are blank or missing, update the printer drivers for your printer. Search for your printer's make and model on the manufacturer's website.

Label still prints incorrectly after driver update

Try switching the Print Assist engine:

Open Print Assist from the system tray and confirm you are logged in.
Go to the Printers tab.
In the top-right corner, open the engine dropdown and select the alternative engine.
Try printing again.

Wrong orientation or label offset

If the label prints with the wrong orientation or an offset, the issue is likely with your default printer settings. Print Assist uses the printer's default settings (not your PDF software settings), so you may need to adjust the printer settings in your system control panel.

No printers appear in Print Assist

Check that the computer the printer is attached to is turned on and that Print Assist is logged in on that machine. Your current computer may not be the one the printer is connected to.