This article takes you through the most common troubleshooting steps you can perform on the courier print tool for specific issues.
Username and password error
If you experience an error saying your username or password is incorrect but you're certain that it's correct, please check you're not running an anti-virus tool such as Kaspersky as this may restrict the tool from working correctly. Also, avoid using special characters in your password as this is a limitation of Java and the tool won't accept them.
Ensure you are using your login credentials for your Mintsoft Warehouse User account (not to be confused with your Access Workspace login credentials).
When I click to print the label, it displays in my browser
When this occurs, this means you don't have the Print Using Courier IntegrationTool setting enabled on your user account. Additionally, when clicking the Print Label button, it could open Adobe Reader within the web browser. To resolve this:
Click Settings then click User Settings.
Set Print Using Print Tool to ON.
Nothing is happening on the print tool
This can mean that the print tool is logged in as a different username to the one you're printing from. You need to make sure that only one login is used per PC. Using one login across multiple PCs can cause confusion with the print tool.
Check the username you're logged in with is the same one using the tool.
Additionally, if nothing is being sent to the print tool/ printer, please ensure the IP Addresses are whitelisted specially 57.153.239.60.
Print is printing to the wrong printer
This is down to the settings. In the print tool:
Click the Settings tab then check the correct printers are selected.
Click Save then restart the tool.
Part of the label isn't printing
If you're having issues where part of the label isn't printing correctly, this would be down to the metal thermal bar. Open the printer and check nothing is stuck on the metal bar that clamps down on the label and also clean the thermal bar.
Once you've completed the above, please test with an order.
If you follow any of the above steps and are still experiencing the same issue, please raise a new case online and reference the title of this article.
Invalid name of PrintService
If you receive, the following error, please check the following:
The Print tool has been updated, and the assigned printers defaulted to Adobe PDF or Microsoft Print to PDF.
The printer's name has changed, and the tool hasn’t updated accordingly.
To resolve this, follow these steps:
In the courier tool, change the incorrect printer options (Adobe PDF or Microsoft Print to PDF) to the correct printer.
Note: If you don’t typically use all the printing options, choose a printer anyway to ensure all options are selected.
If the printer's name has changed but the tool hasn't updated:
Set the affected printer to Adobe PDF or Microsoft Print to PDF.
Click Save.
Change it back to the correct printer.
Click Save.
Refresh the Printing Tool:
Within Mintsoft, click Settings, then User Settings.
Turn off Print Using Print Tool.
Click Save.
Repeat steps 1-3 but turn the option ON.
Log out of Mintsoft and the Printing tool, then log back in.
Print Tool wont update
Normally the Mintsoft Print Tool should check for updates automatically when you launch it. But if the Print Tool is not updating, please follow the steps below:
On your computer click Start Menu.
Click Settings then Apps.
Next, click Apps & Features or Installed Apps depending on your Operating System.
Find the Mintsoft Print Tool app.
Click Uninstall.
Then, within Mintsoft click Settings.
Next, click Download Print Tool and install.
Application cannot be started. Contact the application vendor.
If you receive the following error when trying to open the courier print tool, please do the following:
The following steps need to be completed by the computer admin (Or IT department on the workstation).
Uninstall the Courier Print Tool.
Click Start.
Run Command Prompt.
Enter and run the following command: rundll32 dfshim CleanOnlineAppCache.
Reinstall the Courier Print Tool.