Troubleshooting DeviceHub in PitneyShip, PitneyShip Pro, or PitneyShip Enterprise

Issue

When trying to print in PitneyShip, PitneyShip Pro, or PitneyShip Enterprise using DeviceHub, errors occur or things do not print.

Resolution

• Solution 1: Make sure DeviceHub is installed
• Solution 2: Verify that DeviceHub is running
• Solution 3: Make sure that DeviceHub is up to date
• Solution 4: Activate DeviceHub
• Solution 5: Uninstall and Reinstall DeviceHub
• Solution 6: Verify that your printer and scale drivers are installed
• Solution 7: Check the network specifications for DeviceHub

Solution 1: Make sure that DeviceHub is installed

Check your programs list to make sure that DeviceHub is installed. If it is not, follow these instructions to install it:

• 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 the Mac OS menu bar to show that it is running.

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

Solution 3: Make sure that DeviceHub is up to date

Follow these steps to check for DeviceHub updates. If you already have the latest version, no update will be available.

• Updating DeviceHub

Solution 4: Activate DeviceHub

1. Select Settings > My Devices.
2. Select Activate DeviceHub.
3. Click the Activate button in the pop-up window.
4. If successful, a new browser tab window will open with a "DeviceHub registered successfully!" message.
5. Close the new browser tab and select Settings > My Devices.
6. If your printers are still not displayed, click the Refresh button on the My Devices page.

Solution 5: Uninstall and Reinstall DeviceHub

To uninstall DeviceHub, see:

• Uninstalling DeviceHub

To install DeviceHub, see:

• Installing DeviceHub

Solution 6: Verify that your printer and scale drivers are installed

Windows Printer Driver: Go to Start > Settings > Printers and Scanners. Confirm that the printer you are trying to print to is listed as installed. If it is not, install the driver for your printer.

Windows Scale Driver: Go to Start > Settings > Devices > Bluetooth & other devices > other devices. Confirm that the scale you are trying to use is listed. If it is not, plug in the scale or install the driver.

Mac Printer Driver: On your computer, select Finder > Applications > System Preferences > Printers and Scanners. Confirm that the printer you are trying to print to is listed as installed. If it is not, install the driver for your printer.

Mac Scale Driver: Go to About This Mac > More info (Ventura or newer OS) > System Report. Select USB from the list and look for USB 3.0 or 3.1 BUS.

Solution 7: Check the network specifications for DeviceHub

If you are unable to install, update, or activate DeviceHub, review the DeviceHub Networking Requirements to ensure that your network allows for DeviceHub activation and communication. Contact your IT department if needed.

• DeviceHub Networking Requirements and Technical Specifications