Summary: PDF labels or documents will not print from the Merchant App, and the log shows a PDF error such as no PDF application supported/installed. Install the Sumatra PDF reader on the workstation and set it as the default PDF app.
Problem
A label or document does not print, or a document opens as a PDF in your browser from Shipment History but never reaches the printer. The Merchant App log shows a PDF error, for example:
no PDF application supported/installed
Cause
The Merchant App prints PDFs through a separate PDF reader on the workstation. If no compatible reader is installed, PDF printing fails even when everything else worked (for example, a business rule that auto-prints a document ran, and the document renders in the browser). Sumatra PDF is the recommended reader for Shipstore, because it gives the app the silent-print path it needs.
Fix
- On the workstation, open the Merchant App log and confirm a PDF print error (for example no PDF application supported/installed).
- Download and install the Sumatra PDF reader.
- Set Sumatra PDF as the default app for PDF files on the workstation.
- Check that the printer name in Shipstore matches the Windows printer name.
- Print the document again from the Merchant App, or reprocess so the auto-print runs.
- Repeat this on every workstation that prints PDF documents.
What you should see
The PDF label or document prints, an auto-printed document (for example a packing slip) prints when its rule fires, and no new PDF error appears in the Merchant App log.
Related articles
- Shipment processed but the label did not print
- Where label reprints are logged