ShipStore Common Errors


General Errors



Object reference not set to an instance of an object:

This error means that some field was blank when it was required. Some common examples are:

  • Bill To address on a Third Party shipment
  • Country not set on an International Commodity


Shipping Errors


Error from UPS: The XML document is well formed but the document is not valid


This error codes is telling you that something that is required did not get filled in properly. The main things to check when you get this error are: Address Line, Company Name, Contact Info, Phone Number, Third Party info, Line Item detail



Account #XYZ123 has been suspended due to multiple login attempts with an incorrect pass phrase. Please contact Endicia customer support at (650) 321 2640 x130 or LabelServer@endicia.com.‌


This error normally means that either ShipStore or another shipping system has the wrong passphrase set up for your Endicia account. If you get this error, make sure you stop all Endicia/USPS shipping before proceeding, as you can lock your account again if users keep trying with the wrong credentials entered.

To correct this, you will need to first contact Endicia ( at the number or email provided above ) and let them know you have been locked out of Account #__________.

If Endicia gives you a temporary pass phrase, will need to send that to us exactly as you see it so that we can set the permanent pass phrase.

Once you have the permanent pass phrase, log into the SS admin screen, and update the pass phrase on this account under the Carriers section.



Error sending labels to client: The remote server returned an error:(500) Internal Server Error.


This Error means that the Merchant App is not running or Not Linked properly. To correct this error:

  • First check and make sure Merchant App is running, if it is try and close out of the Merchant App and re-log in.
  • If that does not fix it, make sure station is Linked to the Merchant App via the ShipStore browser:

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Error message: Error code 9999, Shipstore Error Error from UPS: The shipper cannot use the provided UPS account number as the payment


This error means the UPS account number being used is no longer active or is not enabled for you to bill on for some reason. You will need to contact the carrier/account holder to have them check into why you cannot use this account.



“The FTR Exemption or AES Citation you provided is not valid for EEI.”


This error means that the destination you are trying to ship to requires EEI in order for customs to allow the shipment.

To resolve this, you have 2 options:

File for EEI: You will need to contact FedEx in order to file for EEI. Below is a link to FedEx.com explaining how to go about filing for this. ShipStore system does not automatically file for EEI with any carriers currently. This is something you as the customer will need to set up with the Carrier and cannot be removed or tampered with by the ShipStore system updates or upgrades.

Exemption: If your shipment is exempt from filing for EEI for this shipment, follow the below steps in the system to bypass the error:

  1.  International Options --> Commodities --> ECCN: To get to this field, you will need to click the blue   options button next to each record in the Commodities table, then enter “EAR99” in the ECCN field at   the bottom of this window.
  2.  International Options --> AES Exemption code: This is the field where you will need to enter the   exemption code that you see in the dropdown that the carrier/customs sends you (i.e. NO EEI 30.37(a))



Invalid-C on FedEx Label

If you are trying to print FedEx labels for international shipments and the 2nd label prints "Invalid-C" where the waybill barcode should be, your printer cannot handle the details that are in the barcode that is trying to print. This generally indicates that the firmware on the printer is outdated and should be updated to the newest version.
To find the updated version of firmware for the printer:

  1.  Go to zebra.com, and search for your printer model (i.e. GK420D)
  2.  Select the matching result from the results screen
  3.  On the printer details page, click the Firmware tab just below the printer description
  4.  Download the ZDownloader tool. This tool installs the firmware downloaded in the next step
  5.  Download the latest firmware version (should be just above the ZDownloader link)
  6.  Run ZDownloader
  7.  Click the Auto-Detect Printers button to find the printer on the station. Once found, select it
  8.  Right-click the printer from step 7, and click "Select Firmware File"
  9.  Once selected, the file should automatically be downloaded to the printer. If you have a screen on   your printer, you should see it flash and indicate it is downloading the firmware.

Note:  If you are using a carrier provided printer, the directions above may differ for you. In that case, we recommend contacting the carrier's IT directly and work through the process with them.