Print shipping label page not populating

Solved
BubblegumTrill
Tourist
8 0 6

Hi everyone! 

 

When I'm trying to fulfil an order when I click on "create shipping label" the loading bar get about 1/3 across the top of the page, the page changes, and nothing opens.

 

sl02 crop.pngI'm using Google Chrome and it works perfectly fine in incognito and on other computers. I have contacted Shopify support for this twice and was told to clear my cache and to delete Chrome and reinstall  it. Neither of those things have worked. What should I do?

 

Thanks  for your time!

Accepted Solution (1)

Accepted Solutions
Elias
Shopify Staff
Shopify Staff
1801 179 295

This is an accepted solution.

Hey, @queenvlashesss.

Thank you for joining the thread!

Sorry to hear that you're unable to print your shipping labels. Does the issue persist across different browsers or devices? Or, after clearing your browser's caches?

If the issue is persisting, then this is something that our Technical team will need to take a look at. While we're unable to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback. Please visit the Shopify Help Center and log in to your account to create a support request. 

Since this is the next step for others who may also be experiencing a similar issue, I've marked this reply as the solution to help point them in the right direction. Thanks!

Elias | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
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Replies 52 (52)
Endeavour94
Tourist
3 0 5

I'm having the same issue! Windows 10 running Chrome, doesn't seem to load. I used my phone to "make" the label, then went back to my computer to actually print it. Seems silly, must be Chrome?

Elias
Shopify Staff
Shopify Staff
1801 179 295

Hello, @BubblegumTrill.

 

Elias here with Shopify Support. That’s a great question!

 

I understand you’re encountering an issue with loading the page for purchasing shipping labels and you’ve already tried clearing your browser’s cookies and cache. Since you’re able to buy the shipping labels by using incognito window, this means that the issue could be caused by a specific setting on the Chrome browser. 

 

There are a couple settings on the Chrome settings that people, including myself, like to turn on or off - assuming they can add more security for browsing. However, they often cause problems with integrations, such as fetching the shipping rates from the couriers and loading the page for shipping labels or integrating a Facebook page with the Facebook Shop sales channel. 

 

Here are a couple settings to look out for in the Chrome browser:

 

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Alternatively, if you’re concerned with changing the settings for your Chrome browser, you can always try resetting your browser’s settings. This is located at the bottom of Chrome’s settings page. 

 

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Let me know if this helps resolve the issue with loading the purchasing page for shipping labels. If you have any other questions, don’t hesitate to let me know in this thread!

Elias | Social Care @ Shopify 
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Elias
Shopify Staff
Shopify Staff
1801 179 295

Hey, @Endeavour94.

 

Thank you for reaching out on the thread. I understand you’re having the same issue with shipping labels. I wanted to follow-up and see whether the suggestions above were able to resolve the issue for you. If the issue persists, don’t hesitate to let me know and I’d be happy to take a closer look.

Elias | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

pjhmastermind
New Member
1 0 2

I am having the exact same problem, for well over a week now! I have to use my phone in order to print labels, which is very time consuming, and frustrating. Re-installing, clearing the cache, checking the settings, along with anything else I can think of have done nothing to remedy the situation. This needs to be resolved.

Elias
Shopify Staff
Shopify Staff
1801 179 295

Hey, @pjhmastermind.

 

Thank you for reaching out on this thread. I understand you’re having the same issue with purchasing or printing shipping labels and I can appreciate that you’ve tried clearing the cache already. There was an issue with purchasing shipping labels earlier in the week; however, I’ve confirmed that our Technical team has resolved the issue. That said, is the issue persisting on your end?

 

If the issue persists, I’d be happy to take a closer look and gather a bit more context. Just to confirm, is the page also loading a blank page or is there an error message? Which browser are you using? Does the issue persist using Incognito Window with Google Chrome or with a different browser, like Firefox?

Elias | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

Endeavour94
Tourist
3 0 5

Still no luck, tried everything suggested, but the only way that still works is making the shipping label through phone, incognito, or another browser.

BubblegumTrill
Tourist
8 0 6

None of these solutions have worked for me. I've done everything and the page won't populate.

christoanderson
New Member
1 0 0

I'm having the same issue. I have to switch over to Safari to make my label even though I exclusively use Google Chrome. All help is appreciated. 

Elias
Shopify Staff
Shopify Staff
1801 179 295

Hey, @BubblegumTrill , @Endeavour94 , & @christoanderson.

 

Thank you for following up, I can appreciate everyone for following the steps and trying to resolve the issue with loading shipping labels. I’ve spoken with our Technical team and ran a variety of tests with Chrome (including the latest Chrome 80) and we did not encounter any issues. Both the shipping label purchasing page and the shipping label printing page loaded. That said, if incognito window is working, then it’s likely an isolated issue to the device as there's something blocking the page from loading (eg. pop-up blockers or certain cookies). If clearing the cookies and cache or resetting the Chrome settings does not resolve the problem, I will suggest checking for any blockers or reinstalling Google Chrome. Feel free to keep me posted with your findings!

Elias | Social Care @ Shopify 
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BubblegumTrill
Tourist
8 0 6

Hi @Elias,

 

I've done all those things prior to making the post as I contacted Shopify's help team. It's a really strange thing that's happening. It's the only page I'm having problems with, thank goodness.

nbanskota
New Member
1 0 0

I am having the same problem for more than a week now. Contacted Shopify support, but no help from their end. I generally refresh the page almost 10 times and it populates but that is such a waste of time and it does not work sometimes though. 

BubblegumTrill
Tourist
8 0 6

Update: now the shipping labels won't populate on my work computer. This can't just be a Chrome issue.

Elias
Shopify Staff
Shopify Staff
1801 179 295

Hey, @nbanskota & @BubblegumTrill.

 

Sorry to hear that both of you are still experiencing issues with purchasing or printing shipping labels. There might have been a couple of brief interruptions earlier in the week, which isn’t related to the Chrome browser. Sometimes it’s an issue with fetching the rates or labels from the shipping carriers. That said, I’m not seeing any issues on my end with purchasing or print shipping labels at the moment. Since then, were both of you able to get your shipping labels?

Elias | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
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BubblegumTrill
Tourist
8 0 6

Update: still not able to populate shipping labels on any computer in the regular Chrome window, only through Incognito.

Cookies
Excursionist
19 0 31

I am having the same issue and have had it for months. Need to try to load the page around five times before it kicks in. Called support months ago, they think its a cookies or cache issue on my side, same as everyone else here is being treated. It's clearly a server on their side not responding all the time, and they need to fix it. They should track how many people click the "Create shipping label" button, compared to how many times the shipping label page actually loads, and they will see a massive discrepancy. Maybe then they will realize the scope of the problem and allocate some resources to fixing it. Probably need more server threads at this important step. Ridiculously annoying!

Elias
Shopify Staff
Shopify Staff
1801 179 295

Hey, @nbanskota@BubblegumTrill, & @Cookies.

 

Thank you for following up and voicing your concerns. I've checked with our Technical team on this and, while there were some minor outages with shipping labels this past year, the issue has been resolved with an update released by our developers last month. That being said, if the shipping labels are working with incognito window or after a few attempts, it is likely to be a localized issue with the browser. Our Technical team has provided a few troubleshooting suggestions, please give the following a try:

 

  • Clear the cache and cookies.  
  • Try on another web browser or an incognito window. 
  • When using incognito, if you are still experiencing a display issue, confirm that browser extensions are disabled as these can change how the pages look.
  • Ensure the web browser is up to date on the latest version (we don't support every browser, but we do support these ones.)
  • Try another device or on the Shopify Mobile app.
  • Try another internet connection (example, switch to a cellular network on a phone rather than wifi.)
  • Ensure there are no pop ups being blocked in the web browser. 
  • Ensure there aren't any firewalls or pop up blockers enabled on the device.

Let me know if this helps! If the issue persists, don’t hesitate to let me know and I'll be happy to loop in our Technical team again!

 

Elias | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

Cookies
Excursionist
19 0 31

Wrong.. the issue still persists! None of those suggestions help. It is your servers not connecting, dropping threads. Need to reload the screen over and over for it to display the shipping options available for purchasing a shipping label to ship to my customer.

Endeavour94
Tourist
3 0 5

Finally seemed to work for me today 4-21-2020! Hopefully it's fixed for everybody, I don't think I did anything differently! Cheers!

Elias
Shopify Staff
Shopify Staff
1801 179 295

Hey, @Cookies.

 

Thank you for the follow-up! I'd be happy to have our Technical team take a closer look at your account. I was able to locate your store and I've sent an authentication email to the registered email we have on file. Please check your inbox/spam/junk folder in the account owner's email and reply to it. After that, we can start the troubleshooting on your account right away.

 

Hey, @Endeavour94.

 

Thank you for the update and I'm glad to hear that the shipping labels are working for you! I appreciate the extra details and I'm sure the community will be glad to hear that nothing needed to be done on your end. If you run into any other issues with shipping labels, please don't hesitate to let me know!

Elias | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog