This page provides a comprehensive guide for resolving technical issues with the Stamps Connect App, offering step-by-step troubleshooting for common errors such as installation failures, connectivity issues between meters and computers, and software synchronization problems.
Connect is a program that helps the web client read and use many different types of thermal printers and scales that some browsers natively do not recognize as useable devices. If you do not have Connect installed on your computer, you can download Stamps Connect on Windows/Mac OS from the Install Stamps.com Desktop App section of our Using Stamps.com Desktop App article.
Connect is required to do the following:
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Print Netstamp Rolls (Netstamp sheets do not require Connect)
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Auto-weigh and read weights with Stamps.com scales
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Print on envelopes ()
Chromium-based browsers do not require Connect to be installed to print on envelopes.
Google Chrome is the only browser that does NOT require Connect to be installed to print on envelopes. Chrome users will automatically have this feature enabled on their accounts.
Here are some common scenarios we face when printing with Stamps Connect:
Experiencing misalignment? Try logging out of Stamps Connect and printing a sample Netstamp sheet to see if that resolves the misalignment.
Is your print job cutting off? This can happen when using Connect for envelopes or NetStamps. For the best results, log out of Connect and use your browser's print settings to fine-tune the margins and scaling.
This image shows the NetStamps print settings in a browser.
NetStamp rolls require Stamps Connect to be running and authenticated. If labels are misaligned, start by verifying your printer installation and ensuring the NetStamp roll is properly positioned inside the device:
Remove roll > Wipe sensor > Re-insert Roll in proper orientation for the printer model.
Troubleshooting the Weight Error
This error typically occurs if Stamps Connect is not running or if you are not logged in. To resolve this:
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Open Stamps Connect on your computer.
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Log in with your credentials.
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Once logged in, weigh your package again.
Scale Error -6 There was a problem reading the weight from your digital scale.
If your scale is not being recognized, follow these steps to ensure a stable connection:
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Avoid USB Hubs: Ensure the scale is plugged directly into your computer. USB hubs often provide insufficient power for hardware.
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Switch USB Ports: If the scale is already plugged into the computer, try moving it to a different USB port (preferably one on the back of the computer tower if using a desktop).
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Test the Cable: If the issue persists, the USB cable may be faulty. Try using a different USB cable if you have a spare available.
If Stamps Connect is having performance issues when launching, see this page for instructions on Using Stamps.com Desktop App.
When Stamps Connect is running on multiple computers, a gear icon will appear next to the Weigh button. Click this icon
to select which computer should receive print jobs or communicate with the scale.
Note: Clear Your Cache and Cookies
If the gear icon does not appear as expected, we recommend clearing your browser's cache and cookies to ensure you are viewing the most up-to-date settings.
No Gear Icon, but Multiple PCs are Logged In
If the gear icon is missing while multiple users are logged in across various workstations, use the following troubleshooting steps to restore connectivity and visibility.
The following table outlines the primary hardware and software checks required to resolve connection issues between the PC and the application.
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Check Category |
Action Required |
|---|---|
|
Software Version |
Ensure the latest version of Connect is installed on every PC. |
|
Hardware Link |
Connect the scale directly via USB. Avoid using USB hubs that can cause signal loss. |
|
Compatibility |
Verify the scale is officially supported and recognized by the Windows Device Manager. |
|
Reinstallation |
Perform a clean reinstall of Stamps Connect if the icon remains hidden. |
Key Configuration Requirements
To ensure a stable environment across your network, please verify the following settings on all active workstations:
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Unified Credentials: You must be logged in to Connect using the exact same user credentials on every workstation affected.
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Direct Connection: Always prioritize a direct port connection for scales to ensure the software can "handshake" with the hardware successfully.
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Update Sync: Mismatched software versions across a network can lead to sync errors; use the "Check for Updates" feature to align all PCs.
When working across multiple workstations, the Connect app may occasionally default to an incorrect computer name. Use the following steps to ensure the software correctly identifies your current location.
Troubleshooting Configuration Sync
The following table outlines the essential checks to perform when your workstation name is not appearing correctly or another PC is being targeted for print jobs.
|
Action |
Why it Matters |
|---|---|
|
Verify Version |
Ensures all features and "handshaking" protocols are consistent across your fleet. |
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Refresh Session |
Forces a resync of your account data and workstation identification. |
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Manual Selection |
Overrides the current default to point to your specific hardware. |
Step-by-Step Resolution
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Update the Software: Confirm that Connect is running the latest version on every computer in your network to prevent version mismatches.
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Sync Credentials: Log out and log back in on each workstation. It is vital that you use the same user credentials across all devices for the network to recognize the linked locations.
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Assign the Print Location: Click the gear icon
within the app and manually select the correct location or PC name from the dropdown menu to ensure your labels route to the local printer.
Note: Name Change?
If the correct PC name still does not appear after logging back in, ensure the computer's name hasn't been recently changed in your Windows system settings.
In situations where the print job goes to the wrong printer, and Connect is not being used, we can assume that Stamps Connect is logged in on another computer.
This can result in print jobs not being sent to the correct printer. It is best practice to log out of Connect on all other computers to resolve this issue.
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Let’s confirm Connect is not installed by going to Control Panel > Programs and Features. If installed, it will appear in the list.
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Log out of Connect on all other computers
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If multiple printers are installed, verify you are choosing the correct printer when selecting to print postage.