6. Troubleshooting

Every now and then something doesn't go as expected — that's normal. Below are the things we see most often, with the quickest fix. Still stuck? support@autoprint.shop will help you further.

My computer shows as "offline" on the dashboard

Autoprint can only check in when the computer is on and has internet. Run through this:

• Is the computer on and not asleep?
• Does it have internet? (Can you open a website?)
• After starting up, give it a minute — the connection restores itself.

If it still doesn't come online after that, let us know.

My printer isn't in the list

• Is the printer there but not selectable? Some printers can never work from a background program. Autoprint deliberately leaves those in the list but greys them out — with the reason shown. That includes Microsoft Print to PDF, Microsoft XPS Document Writer, Fax and OneNote: they open a window asking for a file name, or throw the output away. Pick a printer that actually produces paper.
• Is the printer shown with a ⚠? Then it's a printer that's only visible while you're logged in (user-bound, or a shared network printer). See 4. Choosing your printer — a local printer on a TCP/IP port is more reliable.
• Does the printer say ambiguous? Then two printers in Windows use the same port — often an old printer that once had the same IP address as your current one. Autoprint can't tell for certain which device you mean, and would rather choose nothing than the wrong one. In Windows (Settings → Bluetooth & devices → Printers & scanners), remove the printer you no longer use. Within a minute the other one can be selected again.
• Did you just add the printer? It will be on your dashboard within a minute: Autoprint checks every half minute which printers exist. If you don't see it yet, reload the page.

Nothing prints

Work through this list:

1. Have you chosen a printer on your dashboard and saved it?
2. Does the printer otherwise work normally (paper, power, no error)?
3. Run a test print from your dashboard. If it comes out, the connection is good and real orders will print too.
4. Does your computer show as online on the dashboard? If not, see above.

Does the test print stay unanswered? After three minutes your dashboard gives up and says why: if your computer hasn't been seen, it's probably switched off or Autoprint isn't running. If it does respond but nothing comes back, simply try again — the button stays usable.

I have to "sign in again" / the program shows an access error

This happens, for example, if you've started using Autoprint on a different computer, or if the secure connection needs to be re-established. The fix is a new installation code:

1. Request a new installation code from your dashboard or from support@autoprint.shop.
2. Install Autoprint again with that code (see 2. Getting started).

One Autoprint belongs to one computer. If you want to move to another PC, that's always with a fresh code.

My orders don't appear

• Is your webshop connected, and did the test when connecting succeed? See 3. Connecting your webshop.
• Have new orders come in since you connected? Autoprint picks up the orders created after the connection.
• Do you only print paid orders? Then check that the order is actually marked as paid.

Still not solved?

No worries — email support@autoprint.shop with a short description of what you're seeing. Mention your company name and we'll sort it out quickly for you.

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