No printer selection window when printing stamps in the SendPro Online software

Products affected: SendPro® Online software

Issue

When clicking Print for Stamp Sheets or Envelopes in the SendPro Online software, 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: December 15, 2020

Solution 1: Refresh the SendPro Online software

Click the Refresh button in the SendPro Online software, then try again.

If the issue is not resolved, try solution 2.

Solution 2: Clear the SendPro Online software cache

Mac OS X

  1. Quit the SendPro Online software.
  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 Online software.

Windows 7

  1. Close and reopen the SendPro Online software. 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 Online software.

Windows 10

  1. Close and reopen the SendPro Online software. If the issue is not resolved, proceed with the remaining steps.
  2. Close the SendPro Online software.
  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 Online software.

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 Online software 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 Online software.

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.