Fix Shopify printing problems with Auto Order Printer

This page helps when Shopify orders do not print with Auto Order Printer, the BizPrint app for Shopify, or when the order Print menu in Shopify shows an error. It is for Shopify store owners and staff. Auto Order Printer prints with the BizPrint desktop app, so your printers must be connected to a computer that runs it.

Before you print any order by hand or reprint anything, check all of these, so you do not print the order twice:

1. Look at the printer for the printout.
2. Check the order’s print job and its status in the BizPrint dashboard.
3. Wait for the station to finish anything it is still printing, whatever status the job shows.

Do not print the order again while its print job is still pending, connecting-to-printer or processing. Never place an order again, or take a payment again, to get a printout.

The app is not connected to your BizPrint account

Symptom: No printers appear in the Printers box of a printer location, although your station is connected and shows its printers in the BizPrint dashboard.

Cause: The Public Key and Secret Key of your application are missing, wrong, or not saved in the app.

Fix: Enter the keys again:

1. Sign in to the BizPrint dashboard.
2. Click Applications in the menu.
3. Click your application.
4. Open BizPrint: Auto Order Printer under Apps in your Shopify admin.
5. Click the Application tab.
6. Copy the Public Key from the dashboard.
7. Paste it into Public Key in the app.
8. Copy the Secret Key from the dashboard.
9. Paste it into Secret Key in the app.
10. Check that nothing extra was pasted before or after either key.
11. Select REST API under API Version.
12. Click Save Changes.

The webhook address is missing from your application

Symptom: The keys are saved in the app, but your application in the BizPrint dashboard has an empty Webhook URL field.

Cause: The address from the app’s Webhook Url field was not copied into your application in the dashboard. Without it, BizPrint cannot send your store updates about its print jobs, and setup is not finished.

Fix: Add the address to your application:

1. Copy the whole address from Webhook Url on the app’s Application tab.
2. Sign in to the BizPrint dashboard.
3. Click Applications in the menu.
4. Click your application.
5. Paste the address into Webhook URL.
6. Click Update.

See Set up BizPrint for your Shopify store with Auto Order Printer.

You have no printer location

Symptom: The Printers tab of the app shows Create your first printer location, and no orders print.

Cause: Orders print through printer locations, and none exists yet.

Fix: Create a printer location:

1. Click Create your first printer location.
2. Select your printer in the Printers box.
3. Choose a template under Template.
4. Save the printer location.
5. Turn on automatic printing for it. See Print Shopify orders automatically with Auto Order Printer.

Automatic printing is off for the printer location

Symptom: A printer location exists, but new orders never print on its printer.

Cause: Automatic Printing for Website Orders is not turned on for that printer location, or the printer location has no printer selected.

Fix: Turn it on:

1. Click the Printers tab in the app.
2. Open the printer location.
3. Tick Enable next to Automatic Printing for Website Orders.
4. Select your printer in the Printers box.
5. Save the printer location.

Your printer is missing or shows as offline

Symptom: Your printer is not in the Printers box of a printer location, or it shows as offline.

Cause: The BizPrint desktop app sends BizPrint a list of the printers installed on its computer each time it connects. A printer shows as offline when it was not in the last list, for example because it was renamed or removed on the computer. A printer that is only turned off or unplugged usually stays installed, so it can still show as online. A printer is missing when the station has never sent it, for example because the app has not connected since the printer was added. A station losing its connection does not change a printer’s status on its own, so a printer can show as online while its station is offline.

Fix: Make sure the printer works on the computer, then restart the app so it sends a fresh list. When a station reconnects, BizPrint can send it print jobs that are still pending, and they print automatically. This happens when Archive offline print jobs is off. Before you restart or reconnect, check the printer for printouts, check job statuses in the BizPrint dashboard, and do not reprint anything that is still pending. See Choose what happens to BizPrint print jobs when a station is offline.

1. Turn on the printer.
2. Check that the printer is connected to the computer.
3. Check that the printer is installed on the computer under the same name as before.
4. Turn on the computer.
5. Make sure the computer is connected to the internet.
6. Quit the BizPrint desktop app completely. Closing its window is not enough. See Quit the BizPrint desktop app and why it keeps running after you close the window.
7. Open the BizPrint desktop app again. It sends its printer list when it connects.
8. Check that the app shows it is connected.
9. Connect the app to your station again if it is not connected. See Connect the BizPrint desktop app to your station.
10. Reload the printer location page and check the Printers box.

The station did not print the job

Symptom: The order’s job is in the BizPrint dashboard as archived, pending, or connecting-to-printer, and nothing has printed yet.

Cause: The station did not confirm the job in time. It may be turned off, asleep, offline, or still busy with earlier jobs.

Fix: Let the station catch up. When a station reconnects, BizPrint can send it print jobs that are still pending, and they print automatically. This happens when Archive offline print jobs is off. Before you restart or reconnect, check the printer for printouts, check job statuses in the BizPrint dashboard, and do not reprint anything that is still pending. See Choose what happens to BizPrint print jobs when a station is offline.

1. Make sure the computer is on and connected to the internet.
2. Make sure the BizPrint desktop app is running and shows that it is connected.
3. Wait a few minutes.
4. Look at the printer.
5. Do the checks at the top of this page.
6. Reprint the job from the BizPrint dashboard, only if it still has not printed and the job is no longer pending, connecting-to-printer or processing. See Reprint a print job from the BizPrint dashboard.

The Print menu says the order is not ready yet

Symptom: You choose a printer location from the order’s Print menu in Shopify, and the preview says the order is not ready yet and asks you to try again in a moment.

Cause: The order was placed moments ago, and BizPrint has not finished receiving it.

Fix: Try again shortly:

1. Close the preview.
2. Wait a minute.
3. Choose the printer location from the Print menu again.

The Print menu says the order or printer location was not found

Symptom: The print preview says “Order not found.” or “Print location not found.”

Cause: BizPrint cannot find the order, or the printer location was deleted or changed after you opened the order.

Fix: Open the preview again:

1. Reload the order page in Shopify.
2. Click Print again.
3. Check that the printer location still exists on the Printers tab of the app.
4. Contact BizPrint support if the order is still not found after a few minutes.

The Print menu says the template could not be shown

Symptom: The print preview says that the template could not be shown for this order.

Cause: The order may include a product that was deleted, or that is not available yet.

Fix: Try another printer location:

1. Close the preview.
2. Click Print on the order again.
3. Choose a different printer location, one that uses another template.
4. Contact BizPrint support if the problem continues, and tell them which order and which printer location you used.

The Print menu says the preview is unavailable

Symptom: The print preview shows a message that starts with “Print preview unavailable”.

Cause: The preview link expired or is no longer valid, for example because the order page was open for a long time.

Fix: Open a fresh preview:

1. Close the preview.
2. Reload the order page in Shopify.
3. Click Print again.
4. Contact BizPrint support if the message keeps coming back.

A printer location is missing from the Print menu

Symptom: The order’s Print menu in Shopify does not list one of your printer locations.

Cause: Show this location in the Shopify admin Print menu is turned off for that printer location.

Fix: Turn the setting on:

1. Click the Printers tab in the app.
2. Open the printer location.
3. Tick Show this location in the Shopify admin Print menu in the Shopify Print menu box.
4. Save the printer location.

See Print a Shopify order from the order Print menu with Auto Order Printer.

Printing from the Print menu does not reach your BizPrint printer

Symptom: You printed from the order’s Print menu, but nothing came out of the printer connected to your station, and no job appears in the BizPrint dashboard.

Cause: The Print menu prints from the web browser on the computer you are using, to a printer installed on that computer. It does not send a job to your station.

Fix: Print to the right printer:

1. Choose a printer installed on your computer in the browser’s print window when you print from the Print menu.
2. Turn on automatic printing to send new orders to your station’s printer. See Print Shopify orders automatically with Auto Order Printer.
3. Do the checks at the top of this page if the order already has a print job in the dashboard.
4. Reprint the job from the BizPrint dashboard, only if it still has not printed and the job is no longer pending, connecting-to-printer or processing. See Reprint a print job from the BizPrint dashboard.

Related pages

• Set up BizPrint for your Shopify store with Auto Order Printer
• Print Shopify orders automatically with Auto Order Printer
• Print a Shopify order from the order Print menu with Auto Order Printer
• Reprint a print job from the BizPrint dashboard

Still stuck? Contact BizPrint support at https://getbizprint.com/support/.