This guide covers most commonly encountered problems when printing labels via Click & Drop Desktop. If your orders are printing correctly, and you are having issues with importing orders, please view this guide instead: Troubleshooting importing orders and generating labels with your Click & Drop Desktop integration
The current version of Click & Drop Desktop is 2.5.6 If you have encountered an issue and you are running an older version of the app, please fully close and restart the app and it will automatically update to the newest version.
Important note: If you wish to contact our support team, we can troubleshoot issues more quickly if you provide us with a copy of your Desktop log text files. You can find these text files on the machine where the Click & Drop Desktop app is installed:
Windows users: C:\Users\USERNAME\AppData\Roaming\Click & Drop™ Desktop\logs
Mac users: ~/Library/Application Support/Click & Drop™ Desktop/logs
My labels aren't printing
If you have Auto Print enabled, and your labels aren't printing automatically, please:
1. Check you have Click & Drop Desktop installed on the workstation or machine you wish to print from, and that Auto Print is enabled in your 'Auto Print' settings at the top of any page within Click & Drop on a browser. You should see the Click & Drop Desktop icon in the system tray at the bottom right of your screen. If an icon is not present, you may need to search for and select Click & Drop Desktop from your installed applications and run it. You may need to amend your start-up settings to ensure Click & Drop Desktop automatically runs when you start your computer or device.
2. Check you have configured your printers in Click & Drop. You can do this in your Auto Print settings - or in your workstation settings found within the browser.
3. Check your orders are entering Click & Drop in 'Postage applied' status and not 'New' status. You can ensure this by entering the weight, package size, and shipping service for imported orders, or by using a shipping rule for downloaded orders.
4. Check that you do not have any security software of firewall which is blocking connectivity to the Click & Drop Desktop application. This is common where labels can be printed from Click & Drop in a browser, but fail to print automatically via the app.
If you need to whitelist IP addresses or URLs for your security settings, click here for more information.
5. If using Click & Drop Desktop for order import, please check that your orders are importing correctly. Labels can only be produced for orders that have imported without errors.
6. Sometimes, permission settings on your machine or network can block communication between the Click & Drop Desktop app, your printers, our Click & Drop's servers. You may need to look at specific permissions on Windows users, or you may need to ensure the Click & Drop Desktop app is running in Administrator mode.
7. Please check the 'Prevent access to registry editing tools' setting in Windows is switched off - as the Desktop app requires access to key machine data in your registry in order to properly install.
8. Check your printer queues. Sometimes Click & Drop Desktop is able to send data to printers, but if a printer appears as offline, or a machine becomes inactive or enters sleep mode, the print job may be queued until the communication issue with the printer is resolved.
If you have tried the above steps, and labels till aren't printing, please try the following:
• Enable Auto Print from the browser on all admin users on your account that are currently logged into a version of the Desktop app.
• Restart all currently logged in Click & Drop Desktop apps, and log into them again.
Please note that our support team usually can't offer advice on your own internal setup, permissions, or security settings as we don't have access or permissions to provide this information. If you can't print labels using Click & Drop Desktop, you should contact your own system administrator for assistance, especially if you can print labels automatically from a browser.
Do I have the correct version?
Auto Print is only available on versions 2.1 or later of Click & Drop Desktop
My labels are printing the wrong size or orientation on my label printer
You may need to modify your label printer settings to ensure your labels print correctly. We recommend trying the following settings:
Change 'Paper Format' to 'Inch'
Ensure 'Size' is set to 3.75 x 6.00
My labels are printing in the wrong position on the sticky label
Should this occur, please press the button on the front of your label printer in order to re-calibrate your printer. This should ensure your labels print exactly within each sticky label.
My printing preferences are not remembered
Your printing preferences are stored within your browser cache. If you have cookies disabled, or your browser cache is cleared, your preferences may not be remembered in Click & Drop.
Which print settings take precedence?
If you have Click & Drop Desktop installed and enabled, then those print settings will take priority over any printer settings saved in your .pdf reader software.
The only exception to this is if you have configured workstations in Click & Drop Desktop. The printer settings in these integrations will always take priority over your Auto Print printer settings.
Please note that in this scenario, you will still need Click & Drop Desktop installed, and auto print enabled in order for your labels to be printed automatically.