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What to Do When UPS Authentication Fails or Labels Won’t Print in Webgility Desktop

This article helps Webgility Desktop users addressing UPS authentication errors or issues printing shipping labels through Webgility Desktop. It covers common causes such as printer misconfiguration and expired UPS credentials, providing step-by-step instructions to resolve these problems.

Common Symptoms

  • An authentication error message appears during UPS label generation

  • Labels are not printing, even though the job appears to be sent

  • Label prints to the wrong printer or not at all

Root Causes

  • The default printer is incorrectly set, offline, or unresponsive

  • The UPS account credentials used in the integration have expired, are incorrect, or were not registered properly

Resolution Steps

Step 1: Check and Update the Default Printer

  1. Open your shipping or label printing application (e.g., Webgility or integrated third-party tool)

  2. Go to: Connections > Shipping Settings > UPS Settings > Printers

  3. Verify which printer is currently set as the default

  4. If the selected printer is incorrect, offline, or not responding:

    • Choose the correct printer from the list

    • Click Set as Default

    • Test by printing a sample label to confirm it prints successfully

Step 2: Re-Register the UPS Account

  1. Log in as an Admin to the shipping platform or Webgility

  2. Navigate to:  UPS Account Settings

  3. Remove or disconnect the existing UPS account integration

  4. Click Add Account, then follow the prompts to re-enter your UPS credentials:

    • UPS Username and Password

    • API Access Key

    • UPS Account Number and License/Access Info (if required)

  5. Save the changes and confirm that the account status shows as Active

Step 3: Test UPS Label Generation

  1. Attempt to generate and print a new UPS label using your updated account and default printer

  2. Confirm that:

    • The label prints successfully

    • The correct printer is used

    • No authentication or timeout errors are returned