---
title: "Fix common problems with the BizPrint desktop app"
description: "Find out what the BizPrint desktop app's error messages and notifications mean, and how to fix each one."
url: https://docs.getbizprint.com/troubleshooting/desktop-app/
section: "Fix problems"
last_updated: 2026-11-12
---

# Fix common problems with the BizPrint desktop app

Section: Fix problems

> Find out what the BizPrint desktop app's error messages and notifications mean, and how to fix each one.

This page helps when the [BizPrint desktop app](https://docs.getbizprint.com/start-here/glossary/#bizprint-desktop-app) shows an error, loses its connection, or reports that a job failed to print. It is for merchants and staff who use the desktop app on Windows, Mac or Linux as their [station](https://docs.getbizprint.com/start-here/glossary/#station), whatever sends the orders (WooCommerce, Shopify or the Print API).

Some fixes end with printing a job again. Before you print anything again, check all of these, so you do not print the order twice:

1. Look at the [printer](https://docs.getbizprint.com/start-here/glossary/#printer) for the printout.
2. Check the [status](https://docs.getbizprint.com/start-here/glossary/#print-job-status) of the [print job](https://docs.getbizprint.com/start-here/glossary/#print-job) in the [BizPrint dashboard](https://docs.getbizprint.com/start-here/glossary/#bizprint-dashboard).
3. Wait for the station to finish anything it is still printing, whatever status the job shows.
4. Go to **WooCommerce** > **Print Manager** in WordPress, if the order came from WooCommerce.
5. Click the **Support** tab.
6. Check **Queue Status** in [**Print Job Queue**](https://docs.getbizprint.com/start-here/glossary/#print-job-queue).
7. Wait for any pending or processing jobs to finish.

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

## The app says the keys are not valid

**Symptom:** After you click **Connect** on the **Connect with Keys** screen, the app shows “Oops. Keys are not valid. Please review and input the keys again.”

**Cause:** BizPrint did not accept the station [keys](https://docs.getbizprint.com/start-here/glossary/#public-key-and-secret-key) you entered in **Public Key** and **Secret Key**. They may have a typo or a missing character, they may belong to a station that was deleted, or they may be the keys of an [application](https://docs.getbizprint.com/start-here/glossary/#application) instead of a station. The desktop app needs a station’s keys.

**Fix:** Copy the station’s keys again:

1. Open the BizPrint dashboard.
2. Go to your station. See [Manage stations and their printers in the BizPrint dashboard](https://docs.getbizprint.com/manage/stations/).
3. Copy the station’s **Public Key**.
4. Paste it into **Public Key** in the desktop app.
5. Copy the station’s **Secret Key**.
6. Paste it into **Secret Key** in the desktop app.
7. Click **Connect**.

Copying and pasting avoids typing mistakes. You can also click **Go Back** and use **Sign In with Account** instead. See [Connect the BizPrint desktop app to your station](https://docs.getbizprint.com/set-up/connect-desktop-app/).

## “Authorization failed” after Sign In with Account

**Symptom:** You click **Sign In with Account** and the app shows a message that starts with “Authorization failed. Please try again later”. The **Sign In with Account** button is grayed out for a short time.

**Cause:** The app could not open the BizSwoop sign-in page, usually because the computer could not reach the internet at that moment.

**Fix:** Try again once the computer is online:

1. Make sure the computer is connected to the internet.
2. Wait until the message goes away, about 15 seconds.
3. Click **Sign In with Account** again.
4. Click **Connect with Keys** if it keeps failing.
5. Connect with the station’s keys instead. See [Connect the BizPrint desktop app to your station](https://docs.getbizprint.com/set-up/connect-desktop-app/).

The BizPrint desktop app must be able to connect to the internet. If your network blocks it, contact BizPrint support.

## “Unsupported version” message

**Symptom:** A window titled **Unsupported version** says “Please, update your app to connect server”, and the app does not connect.

**Cause:** Your copy of the desktop app is too old to connect to BizPrint.

**Fix:** Install the latest version:

1. Click **Get the update** in the message, or go to <https://getbizprint.com/download/>.
2. Download the installer for your computer.
3. Install it over your current version.
4. Open the app again.

Until the app is updated, this computer does not print. When it connects again, use the checks at the top of this page before you print any waiting orders by hand. See [Update the BizPrint desktop app](https://docs.getbizprint.com/manage/desktop-app-updates/).

## “Connection status: disconnected” notification

**Symptom:** The computer shows a notification from BizPrint that says “Connection status: disconnected”, and new jobs do not print.

**Cause:** The app lost its connection to BizPrint, for example because the internet dropped, the Wi-Fi changed, or the computer went to sleep. The app window can still say **Successfully Connected** while this happens, so rely on the notifications.

**Fix:** Get the computer back online. You may need to restart the app. 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](https://docs.getbizprint.com/manage/archive-offline-jobs/).

1. Make sure the computer is awake and connected to the internet.
2. Wait a minute. The app reconnects by itself and shows “Connection status: connected”.
3. Check whether the app reconnected. If it did, skip to step 7.
4. Look at the printer for printouts and check job statuses in the BizPrint dashboard.
5. Quit the app from the tray icon’s **Exit** menu item. See [Quit the BizPrint desktop app and why it keeps running after you close the window](https://docs.getbizprint.com/manage/desktop-quit/).
6. Open the app again.
7. Check the dashboard for jobs that were sent while the computer was offline. Depending on your settings they wait and print when the station reconnects, or they are archived. See [Choose what happens to BizPrint print jobs when a station is offline](https://docs.getbizprint.com/manage/archive-offline-jobs/).

If you do not see connection notifications, they may be turned off. See [Choose BizPrint desktop app notifications and sounds](https://docs.getbizprint.com/manage/desktop-notifications/). If the connection keeps dropping, the BizPrint desktop app must be able to connect to the internet: contact BizPrint support.

## “Print Job for … failed to print” notification

**Symptom:** A notification says “Print Job for” followed by the job’s name and “order failed to print”, and the job shows as **failed** in the dashboard.

**Cause:** The app received the job but could not print it. Common reasons are a printer that is off, unplugged, out of paper or jammed, a printer that was removed or renamed on the computer, or an order page that could not be loaded.

**Fix:** Check the printer, then print the job again:

1. Make sure the printer is on, connected and has paper.
2. Print a test page from the computer’s own printer settings, to check that the computer can use the printer.
3. Run the checks at the top of this page.
4. Reprint the job from the BizPrint dashboard, if the printer still has the same name on the computer. See [Reprint a print job from the BizPrint dashboard](https://docs.getbizprint.com/print/reprint-a-job/).

A reprint goes to the printer the job was first sent to. A printer installed again under the same name on this computer stays the same printer in BizPrint, so a reprint still reaches it. If the printer now has a different name, for example because you renamed it or replaced it with a new one, BizPrint sees it as a new printer and reprinting the old job will not reach it. Instead, restart the app so it reports the new printer. 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](https://docs.getbizprint.com/manage/archive-offline-jobs/).

1. Quit the desktop app from the tray icon’s **Exit** menu item.
2. Open the app again, so it sends its new printer list to BizPrint. See [A printer does not appear in BizPrint](https://docs.getbizprint.com/troubleshooting/printer-not-showing/).
3. Select the printer in every [printer location](https://docs.getbizprint.com/start-here/glossary/#printer-location) that used the old one. See [Replace a printer on the same BizPrint station](https://docs.getbizprint.com/manage/replace-printer/).
4. Run the checks at the top of this page.
5. Print the order again from where it came from, for example from the order screen in WooCommerce, if it still has not printed.

## A red banner or “The account is not active” in the app

**Symptom:** The app shows a red banner that starts with **PRINT SERVICE PAUSED:** or **Trial Ended:**, or a screen that says **The account is not active**.

**Cause:** These are account messages, not problems with the app. Printing is paused because your free trial ended (its free prints are used up), because your plan’s print limit was reached, or because the account is paused.

**Fix:** See [“PRINT SERVICE PAUSED” and other BizPrint account banners](https://docs.getbizprint.com/troubleshooting/print-service-paused/) for what each message means and how to start printing again.

## The app closed and restarted by itself

**Symptom:** The desktop app closed and opened again without anyone touching it.

**Cause:** The app checks for updates regularly. When it downloads an update, it installs it and restarts straight away, without asking.

**Fix:** Nothing is wrong. Let the app finish:

1. Wait for the app to reconnect.
2. Run the checks at the top of this page, if a job was printing at that moment.
3. Check for updates yourself between shifts, so the app does not restart during service. See [Update the BizPrint desktop app](https://docs.getbizprint.com/manage/desktop-app-updates/).

## Related pages

- [Connect the BizPrint desktop app to your station](https://docs.getbizprint.com/set-up/connect-desktop-app/)
- [A printer does not appear in BizPrint](https://docs.getbizprint.com/troubleshooting/printer-not-showing/)
- [BizPrint print jobs are stuck, archived or not printing](https://docs.getbizprint.com/troubleshooting/jobs-not-printing/)
- [Reprint a print job from the BizPrint dashboard](https://docs.getbizprint.com/print/reprint-a-job/)

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