No printer selection window when printing stamps in the SendPro Online Desktop App

Products affected: SendPro® Online Desktop Application

Issue

When clicking Print for Stamp Sheets or Envelopes in the SendPro Online Desktop App, the printer selection dialog box does not appear and:

  • Instead of getting a printer selection dialog box, you receive the error Failed to download image, or
  • Instead of getting a printer selection dialog box, you receive a prompt to download a file.

OR

Your printers are not listed in the printer selection menu, and:

  • Instead of your printers being listed in the printer selection dialog box, you only see Printer 1 and Printer 2 listed, or
  • The printer menu is blank.

 

Cause

There may be an issue with the application cache or the installed printers.

Resolution

UPDATED: October 30, 2020

Solution 1: Refresh the desktop application

Click the Refresh button in the desktop application, then try again.

If the issue is not resolved, try solution 2.

Solution 2: Clear SendPro's application cache

Mac OS X

  1. Quit the SendPro desktop application.
  2. Return to the Mac OS desktop.
  3. Click Go.
  4. Press and hold the Alt/Option key.
  5. Click on Library.
  6. Click on Caches.
  7. Find the SendPro folder.
  8. Right-click on the SendPro folder and click Send to trash.
  9. Restart the SendPro desktop application.

Windows 7

  1. Close and reopen the SendPro desktop application. If the issue is not resolved, proceed with the remaining steps.
  2. Close the SendPro desktop application.
  3. Click the Windows Start button.
  4. In the Windows Search box, type Run and press Enter.
  5. In the Run box, type AppData and click OK.
  6. Open the Local folder.
  7. Locate the SendPro folder, right-click on it, and choose Delete.
  8. Reopen the SendPro desktop application.

Windows 10

  1. Close and reopen the SendPro desktop application. If the issue is not resolved, proceed with the remaining steps.
  2. Close the SendPro desktop application.
  3. Click the Windows Start button.
  4. In the Windows Search box, type %appdata% and press Enter.
  5. The AppData folder opens to Roaming. Click on App Data in the folder path at the top of the screen.
Windows Explorer with AppData highlighted
  1. Open the Local folder.
  2. Locate the SendPro folder, right-click on it, and choose Delete.
  3. Reopen the SendPro desktop application.

If the issue is not resolved, try solution 3.

Solution 3: Remove any problem printers

  1. Locate the printers list:
    • Windows 7: Select Windows Start > Devices and Printers.
    • Windows 10: In the Windows search bar, type Control Panel, click on Control Panel, and open Devices and Printers.
  2. Locate any printers which have a yellow caution sign. This may be preventing the SendPro desktop application from properly displaying any printers.
    printer-icon-with-warning
  3. Right-click on the problem printer and choose Remove Device. If you are unsure if the printer is needed or can be removed, contact your system administrator.
  4. Restart the SendPro desktop application.

If the issue is not resolved after performing all of the troubleshooting steps above, restart your computer. If you need further assistance, please use the Contact Us options below.