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This article applies to selling in: United States

Amazon Print Connect: Troubleshooting

Common Known Issues

We are working to fix these known issues and have provided workaround solutions at this time.

  • FedEx label size is not properly printed: If you are not using a thermal printer to print shipping label, make sure you are using the “Default (PNG)” option for the label print orientation.
  • Additional dialog box while printing with Firefox: This is a Firefox limitation that the dialog box shows up every time.
  • Another known issue is that Amazon Print Connect does not work with reprint. If you chose Default (ZPL) as your label orientation, you might not be able to re-print the label.
  • You cannot reprint a label in a different format than the original one.
  • The Bulk UI does not currently support Amazon Print Connect (APC). Please uninstall APC if you use the Bulk UI.

Note: The app does not support changing formats or printer settings. It takes the format and label orientation from "Buy Shipping" page and uses your printer settings

Verify Setup

If you encounter issues when using Amazon Print Connect, verify the below options to ensure the application is set-up correctly.

Note: Amazon Print Connect does not currently support printer LP 2844. If you have connected this printer, select another printer or uninstall Amazon Print Connect and print labels as per previous process.

Verify installation


  1. Go to your System Tray within your taskbar.
  2. If Amazon Print Connect is enabled, the icon will appear in the System Tray.
Note: If Amazon Print Connect is not enabled, go to the Amazon Print Connect page for installation instructions.

Verify preferred printer selection


  1. Go to your System Tray within your taskbar.
  2. Click the icon.
  3. Choose the Printer Setup option.
  4. From the Printer Setup option, the highlighted printer is your default printer.
Note: If no printer is highlighted, select one to set as your default for printing Buy Shipping labels.

Verify access key and secret key


  1. Go to your System Tray within your taskbar.
  2. Click the icon.
  3. Choose the Account Setup option.
  4. Ensure that the access key and secret key are populated.
Note: If you need to verify your access key and secret key, go to the Amazon Print Connect access key and secret key page.

Update print settings and improve print quality

Update print orientation

Is your thermal not printing the label with the correct print orientation.

Thermal Printers: When purchasing a shipping label with a thermal printer, confirm the selection in the Label print orientation dropdown is set to “Default (ZPL)”. Choosing any other option will print the wrong size or not print at all.

Non-Thermal Printers: When purchasing a shipping label without a thermal printer, confirm the selection in the Label print orientation dropdown is not set to “Default (ZPL)”. If you print a shipping label with the ZPL print orientation, cancel the shipping label, and repurchase with “Default (PNG)”, “Left”, “Right”, or “With Receipt”.

Update Paper Format

Is the label generated too large or too small on a thermal/label printer? Is the label only printing on the left upper corner of the page? Follow below steps to update paper format.

  1. Click the Windows button.
  2. Go to Control Panel.
  3. Go to Devices and Printers.
  4. Right click on the preferred printer.
  5. Click ‘Printing Preferences’.
  6. Set Paper Format (size) to
    • Width: 4.00 inch
    • Height: 6.00 inch

Update Printer Options

Is the barcode generated not scanning properly on a thermal or label printer? Is the quality of the shipping label poor? Follow below steps to update printer options.

Note: The location of the below settings within ‘Printer Preferences’ may vary based on printer company and model.

Option 1: Adjust Dithering Settings


  1. Click the Windows button.
  2. Go to Control Panel.
  3. Go to Devices and Printers.
  4. Right click on the preferred printer.
  5. Click ‘Printer Preferences’.
  6. Go to ‘Dithering’ tab and select ‘None’.
  7. Click apply.

Option 2: Adjust Darkness Settings


  1. Click the Windows button.
  2. Go to Control Panel.
  3. Go to Devices and Printers.
  4. Right click on the preferred printer.
  5. Click ‘Printer Preferences’.
  6. Go to ‘Options’ tab and set ‘Darkness’ to highest option
  7. Click apply.

Option 3: Adjust Printing Speed


  1. Click the Windows button.
  2. Go to Control Panel.
  3. Go to Devices and Printers.
  4. Right click on the preferred printer.
  5. Click ‘Printer Preferences’.
  6. Go to ‘Options’ tab and set ‘Speed’ to lowest option.
  7. Click apply.

Details required for Seller Support ticket

Prior to contacting Seller Support, retrieve logs and have the below details on hand to ensure that the team can assist you in a timely manner.

  • Bowser used to print label.
  • Error messages that they see (if any).
  • Screenshots for the issue (if any).
  • Logs from the seller. To get the log, follow the below steps.
  • Click the Windows button and go to Run OR Use the Windows Search functionality,
    • Search for: %localappdata%
    • Go to Amazon.com, Inc
    • Go to Amazon Print Connect
    • Select the text file ‘client’

Uninstall Amazon Print Connect


  1. Click the Windows button.
  2. Go to Control Panel.
  3. Go to Programs and Features.
  4. Go to Amazon Print Connect.
  5. Select ‘Uninstall’.
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