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Dropping devices (printers & weigh scale)

MrCroquet
Occasional Contributor

We use Shipstation Connect to talk to our printers and weigh scale. Connect seems to be, somewhat regularly, dropping the connections with these devices. We also find when it happens, Connect needs to be re-installed too. The printers & scale are local to the machine we use Shipstation on and are testing OK. 

 

Anyone else having this problem? Is there a fix?

 

We use Google Chrome & Windows 10 Pro.

10 REPLIES 10

Moderator-Davis
Moderator
Moderator

Hey there @MrCroquet

 

I want to help get to the root of this behavior you're describing! 

 

The next time you see this pop up, please follow this troubleshooting step guide from our knowledge base, specifically about printers not showing up! The only other thing that comes to mind to inspect is the type of printer. At this time, although they may work from time to time, it is not recommended or supported to utilize wireless printers, as well as Rollo Printers.

 

If you do follow all of these steps and continue to need to totally uninstall/reinstall ShipStation Connect every time, I would certainly recommend reaching out to our support team so that we can make that report for investigation. 

From Moderator Davis, May the force be with you!

I have been experiencing the exact same problem. When shipping from the scan tab the scale intermittently stops capturing the weight. Then I switch to the orders tab to ship from there, and of it doesn't automatically capture the weight, but when I click on the scale it captures it just fine which shows that the scale is not loosing connection. The only way to resolve has been to logout then log back in or refresh the page. But it happens again within the next few orders. 

 

Very frusterating. Please advise.

Hey there @CSN_Shipper

 

I absolutely understand that frustration, please reach out to our support team right away with that information so we can investigate your direct account instance.

From Moderator Davis, May the force be with you!

emarkhasin
Occasional Contributor

I have the same problem ever since they have updated to the new SS Connect. Something is not working as it was, I had to reconnect it more often. I already spent multiple hours on phone support and still can't figure out the exact issue.  

coalfield
Occasional Contributor

One thing I've noted, and I'm not sure if it's relevant.... When the scales have turned off., and a turn back on Shipstation Connect does not detect them. The only way to get detection to happen again is to reload the entire ship station URL. Following this, I see the scales again.

MrCroquet
Occasional Contributor

Coalfield - Thanks for the suggestion. However, we never turn off our printers or scales. It's also NOT a power loss situation. We would know if power was lost, even after hours, because the browser would be off. It's not an automatic reload on start-up. 

rocinante
New Contributor

Same experience here. SS Connect is fragile. At least once a month I get a support ticket from our shipping department stating that they cannot print from ShipStation. This gets bumped up to an urgent/work stopped situation and I have to stop what I am doing, go out to the shipping dept and struggle with getting it to work again.

 

If I'm lucky a reboot of the workstation running SS Connect will fix it. But more often they not I have to open the Connect UI and struggle with getting it to disconnect and reconnect. Uninstalling the app does not always fix it since there are files left behind that must be manually deleted. 

 

In defense of ShipStation: I had previously used a different web-based shipping platform and their Windows app (equivalent of SS Connect) was also flaky. Generally speaking, and mostly due to security restrictions, controlling hardware from a web browser is not easy. In the old days this could only be accomplished by using Internet Explorer with ActiveX. But ActiveX had been exploited so many times that it just eventually went away (as did Internet Explorer). In my opinion ShipStation should try to develop an enterprise version of Connect, where Connect runs as a Windows service on a separate computer, and that computer has a constant connection to network printers and/or your printers connected directly to it via USB. Perhaps your company already has a Print Server set up. That would be the perfect place to install this version of Connect if all of your printers were network printers. This way the Service is always running, it's not dependent on the shipping workstation being powered on, or who is (or isn't) logged into it. When you fire up any ShipStation workstation and try to print, it will send the print job to that separate computer running Connect as a Windows Service, from there it gets queued up and then printed to your printers. 

 

In the meantime it would be helpful if ShipStation would offer a PowerShell script or utility app that would just rip out (uninstall and then delete the leftover files), and re-install ShipStation Connect and AUTOMATICALY re-attach it to your account. Once that's done, the printers show up again.

MrCroquet
Occasional Contributor

Another development on our sick Shipstation/Ship Connect apps dropping connections to the scales & printers.

 

When our shipper left on Friday, everything was working just fine. By default now, he leaves the workstation with Shipstation running and Shipstation open. Monday morning, this week, the printers were all changed from 'Print Directly" through Connect to "Always Prompt". No one had used that workstation from the time he left on Friday to the time he came in Monday.

 

Tell me how that happens.

PRPress
Rookie

I also have this problem. Every week or so I'm digging back through the files to uninstall and reinstall connect. It is beyond frustrating. The scale I can live without it's easy enough to type in the weight but the printer issue is not okay. Today I noticed that although it drops the auto print if I try to reprint it and select the printer, the job does show up in OS print queue but just says incoming and never resolves or does anything else.

Hello @PRPress and everyone else on the thread,

Thank you all so much for being a part of our community.

I am currently looking into this internally to see what I can find out for everyone. If you are currently experiencing similar things I would still recommend reaching out to our support team to report and troubleshoot as your first steps.

-Erin: Your Friendly Neighborhood ShipStation Community Manager