Overview
- This article outlines solutions to common Print App errors.
- Find out more about how to set up the Print App.
- If you experience an error that isn't outlined below, please contact our support team.
Windows security warning upon installing
- When the "Windows protected your PC" message appears, click on More info.
- Click Run anyway to proceed with the installation.
- The Print Client should now be successfully installed.
Steps to restart the Print Client
To resolve issues with the client, restart the Print Client using the steps below:
- Locate the Print Client icon in your system tray (Windows) or menu bar (Mac).
- Right-click the icon, then choose Exit or Quit.
- Reopen the DHL Express Commerce Print Client from your applications list.
How to fix the missing API key error
This error usually appears when you are not signed into DHL Express Commerce.
- Open the Print Client and sign in to DHL Express Commerce.
- Go to the Orders screen.
- Attempt to configure the print settings again.
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.
- If it doesn't print, you will need to troubleshoot the printer and contact the printer's support team.
- If it does print, the issue is likely 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 Incorrect
If you are using a Mac, we recommend removing all legacy configurations from DHL Express Commerce.
- Navigate to Settings > Printing > Advanced.
- Remove all label types by clicking remove.
Check the defined label sizes in the Application Menu Bar:
- Select Printers > Print Settings.
- Click Edit next to the label type that is printing the wrong size.
- Adjust the settings to your requirements.
If you use a Dymo 4XL on macOS, try following this guide.
DHL has its own label settings defined in the courier setup. Check that this matches what you are after.
- Navigate to Settings > Printing.
- Set the Format for Outbound Labels to your desired size.
Could not find the Label Type for courier:-1
This error generally occurs when you try to bulk print an order that doesn’t have a courier assigned.
- In the orders grid, check that the order has a courier in the Courier column and a service code in the Product field.
- If this is blank, set up a DHL Express Commerce rule to automatically assign a courier when the order imports.