"DEVICE HUB Connection error" message when printing in ShipAccel

Issue

When printing, the message "DEVICE HUB Connection error" appears. The message may also say "There was a problem with your stamp" or "The stamp was generated but unable to print".

Resolution

• Solution 1: Make sure that DeviceHub is installed
• Solution 2: Verify that DeviceHub is running
• Solution 3: Make sure that your printer is connected and online
• Solution 4: Reconnect DeviceHub
• Solution 5: Activate DeviceHub
• Solution 6: Uninstall and reinstall DeviceHub
• Solution 7: Adjust the Windows print spool settings (Windows)

Solution 1: Make sure that DeviceHub is installed

To install DeviceHub, see the instructions for your product:

• Installing DeviceHub

Solution 2: Verify that DeviceHub is running

There should be a DeviceHub icon in the Windows system tray (small icons near the clock) or Mac OS menu bar to show that it is running.

If this icon is missing, find DeviceHub in your programs list and restart it.

Once the DeviceHub icon appears, hover your mouse over the icon to see the connection status and wait until it shows an Online status.

Solution 3: Make sure that your printer is installed, connected, and online

1. In ShipAccel, go to Settings > My Devices.
2. Verify that the printer shows an Online or Idle status.
3. If the printer is not listed, or the status is Offline or Other, check the following:
   • Make sure that the printer is installed on the computer.
   • In Windows, go to Settings > Devices > Printers and make sure that the printer is present and online.
   • On Mac, go to Apple menu > System Settings > Printers & Scanners and make sure that the printer is present and online.
   • Verify that the printer is turned on and awake.
   • Verify that the printer is on and is connected correctly to the computer.
4. Once the printer is connected and online, try to print again.

Solution 4: Reconnect DeviceHub

1. Find the DeviceHub icon in Windows system tray (small icons near the clock) or Mac OS menu bar.
2. Right-click on the DeviceHub icon and choose Reconnect.
   
3. Once the DeviceHub icon appears, hover your mouse over the icon to see the connection status and wait until it shows an Online status.

Solution 5: Activate DeviceHub

1. In ShipAccel, select Settings > My Devices.
2. Select Activate DeviceHub.
3. When the activation is complete, close the browser tab to return to ShipAccel.

Solution 6: Uninstall and reinstall DeviceHub

1. Uninstall DeviceHub. See:
   • Uninstalling DeviceHub
2. Reinstall DeviceHub. See:
   • Installing DeviceHub

Solution 7: Adjust the Windows print spool settings (Windows only)

1. Press the Windows + r on your keyboard to open the Run command.
2. Type Control Panel and click OK.
3. Change the View by menu to Small icons.
4. Select Devices and Printers.
5. Right-click on your printer and select Printer properties.
6. Select the Advanced tab.
7. Select Spool print documents so program finishes printing faster.
   
8. Click OK.
9. Try the printing the transaction again by clicking Try Again on the error message.