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"Unable to create Label. Unplug and reconnect your printer." message in PitneyShip, PitneyShip Pro, PitneyShip Enterprise, or ShipAccel

If you see the message "Unable to create Label. Unplug and reconnect your printer.

Products affected: PitneyShip®, PitneyShip® Pro, PitneyShip® Enterprise, ShipAccel

Issue

The message "Unable to create label. Unplug and reconnect your printer. If it’s a network printer, remove it from your system settings and add it again to printers and scanners. Please check your printer, it is offline or not connected to DeviceHub." appears. (Error: DH_OF_40002)

Resolution

Solution 1: Make sure the printer is on and connected

  1. Verify that the printer is on and is correctly connected to the computer.
  2. Go to Settings > My Devices and click the Refresh button.
  3. Verify that the printer shows an Online or Idle status in the Heartbeat column.

Solution 2: Restart the printer

  1. Restart the printer.
  2. Go to Settings > My Devices and click the Refresh button.
  3. Verify that the printer shows an Online or Idle status in the Heartbeat column.

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UPDATED: July 22, 2025