PitneyShip Enterprise Support

DeviceHub is a program that connects printers and scales to PitneyShip Pro or PitneyShip Enterprise.

DeviceHub checks for updates every 12 hours and automatically installs updates when they are available. However, DeviceHub can also be updated manually if needed.

You can use the DeviceHub compatibility checker tool to check your computer’s network configuration to find out if it will work with DeviceHub. It is recommended to do this check before you try to install DeviceHub.

DeviceHub is a program that connects your printers and scales to PitneyShip Pro or PitneyShip Enterprise. The following are required in order for DeviceHub to work properly on your network.

The following URLs and IP addresses must be accessible in order for the system to connect to the internet.

You can add a custom non-rated freight carrier to the system.

You can customize the format of the Bills of Lading and shipping labels used for freight shipments.

In order to ship with UPS, you first need to set up your UPS account in PitneyShip Enterprise.

You can create defaults for return labels that can be applied at the enterprise, division, location, or user level. These defaults can include the return address, carrier, and service. These settings will automatically be applied to users to whom the default is assigned.

You can select the default print size for shipping labels and whether to print a receipt with each label.

You can import the mapping for Single Sign-On (SSO) users into the system automatically on a fixed schedule from an SFTP server.

Divisions are subsets of your enterprise, which is the topmost level of your organization. Each division can contain multiple locations within it. Learn how to create and manage them.

You can save a logo and signature for your Commercial Invoices so that the documents will be customized.

PitneyShip Pro or PitneyShip Enterprise admins can choose whether to allow users to purchase supplies from the Supplies menu in PitneyShip Pro or PitneyShip Enterprise.

Administrators can choose to hide carrier account numbers on the History screen so that users cannot see them. When this setting is enabled, only the last 3 digits of the carrier account numbers will be displayed.

All of your UPS account numbers must be registered under a single UPS profile (username) before verifying your UPS account(s) in PitneyShip Pro or PitneyShip Enterprise.

You can add customs product information for international shipments to pre-fill the customs information for commonly-shipped items. These items are then available to select when adding items on the Shipment Contents screen when creating an international shipping label.

You can create custom package types to save certain dimensions and weight combinations. These types can be used later to save time when printing shipping labels with the same dimensions and weight.

You can make the recipient email and phone number required for shipping labels. Only users with the role of Admin can change this setting.

If you use the employee ID field, you can choose to make it required when adding users to the system.

You can select whether to use metric or imperial as your unit of measurement.

The maximum transaction limit allows you to set an amount that any individual label may not exceed. By default, this option is off. Only users with the role of Admin can change this setting.

Enterprise administrators can set the period of time after which users will be signed out of the system if they are not using it. This setting applies to all users.

You can have the system send emails with tracking numbers and delivery confirmations.

To ship parcels with Purolator, you must first set up your Purolator account in PitneyShip Pro or PitneyShip Enterprise.

You can choose to have the system default to using the last used cost account when creating shipping labels.

You can change the system language between English and French.

You can choose to have the system default to requiring only the postal code to create Canada Post shipping labels. This is used when the package already has an address label.

To ship parcels with Canada Post, Canada Post require that you set up your PitneyShip Pro or PitneyShip Enterprise Shipping profile.

Administrators can create banner notifications that appear across the top of the screen to inform users of important information.

If needed, administrators can restrict the visibility of contacts to only certain user roles. This allows you to have different sets of contacts for different groups of users.

A custom non-rated carrier is a carrier that allows you to track packages for the purpose of for accountability without being a rated carrier. This can be used for couriers, your own mailroom delivery, etc.

Carrier shipment limits allow you to control how many packages can be sent through a particular carrier.

If you are going to use Single Sign-On (SSO), you need to configure your Identity Provider (IdP) according to our guidelines.

Automation Rules allow you to automatically change the carrier, service, or rate on shipments that meet certain conditions such as size, weight, or package type.

In order to ship with Intelcom, you first need to set up your Intelcom account in PitneyShip Enterprise.

You can create rate groups to group carrier services together so that they can be selected when shipping. Rate groups can also be used to restrict which carrier services are available to users in a particular location, division, or enterprise.

When using the Print to PDF option to print, you will need to allow pop-ups in your web browser so that the PDF can open.

You can set a default sender address, have new recipient addresses automatically added to your address book, and prevent users from managing shared contacts.

In order to ship with Armour, you first need to set up your Armour account in PitneyShip Enterprise.

In order to ship with Quick Contractors, you first need to set up your Quick Contractors account in PitneyShip Enterprise.

Administrators can share a DeviceHub with particular locations, divisions, or the entire enterprise/organization. When a DeviceHub is shared, individual users will not need to activate it.

System administrators can choose whether to allow users to download DeviceHub.

System administrators can choose to automatically expire that have not been used for a specific period. Any that has been offline or inactive for longer than the selected time period will be removed from the system.

If needed, you can rename the DeviceHubs and the devices listed on the My Devices page.

You can send customized notifications to inform users when certain events occur.

You can create different roles to define the tasks that users are allowed to perform. Each user is assigned a role.

You can add, edit, delete, import, and export users of the system as needed.

In order to ship with DHL Express, you first need to set up your DHL Express account in PitneyShip Pro or PitneyShip Enterprise.

You can add, update, and delete carrier accounts as needed.

If you do not know your password, you can reset it.

You can choose to print a summary receipt after each label and customize the default options for them.

If your organization uses a proxy server, you need to set it up in DeviceHub.

Specifications for importing Location files in PitneyShip Pro, PitneyShip Enterprise, PitneyTrack Asset, PitneyTrack Inbound, PitneyTrack Enterprise, PitneyAnalytics, and the Locker Management Module.

Specifications for importing Single Sign-On (SSO) User Mapping files into PitneyShip Pro, PitneyShip Enterprise, PitneyTrack Asset, PitneyTrack Inbound, PitneyTrack Enterprise, PitneyAnalytics, and the Locker Management Module.

If you do not receive the Welcome email, you can go to the signin page and use the "Forgot your password?" link to reset your password.

You need to sign in in order to use the system.

Pitney Bowes has tested and verified the following printers and scales for use with DeviceHub in PitneyShip Pro or PitneyShip Enterprise. Many other printers will work, but Pitney Bowes cannot guarantee their compatibility and may not be able to support them.

DeviceHub is a program that connects your printers and scales to PitneyShip Pro or PitneyShip Enterprise. The following are required in order for DeviceHub to work properly on your network.

Find the answers to frequently asked questions about DeviceHub.

A department is a group of recipients for whom packages can be received and delivered. Each department can have a "key contact" who receives or picks up the department's packages when used with PitneyTrack and the Locker Management Module.

Recipients lists are useful when you want to send a package with the same size, weight, and service to more than one person at the same time, sometimes called batch shipping. You can select multiple recipients from your address book, save them in a list, then use that list to send the same package to each address.

You can add, edit, and delete contacts in your address book as needed. You can also export them from and import them into the system.

You can reprint a shipping label up to 24 hours from the initial printing.

You can print a manifest for a carrier that doesn't have its own manifesting. This creates a list of packages you have sent using a particular carrier on that day.

The purpose of a manifest is to save time. Without a manifest, Canada Post needs to scan each individual shipping label. This can be time consuming if there are a large number of shipping labels. Instead of scanning each individual shipping label, the manifest can be scanned once, and every shipping label from that day will be uploaded to their system.

Learn about printing and using DeviceHub in PitneyShip Pro or PitneyShip Enterprise

You can download proof of shipment files for all processed shipments containing carrier details, shipment information, and signature and delivery images when available.

You can void a shipping label so that its cost will not be applied to your invoice.

You can choose to print a summary receipt after each label and customize the default options for them.

You can reprint a shipping label up to 24 hours from the initial printing.

An insurance claim can be filed if a Canada Post insured shipment or a UPS or FedEx Declared Value shipment is lost or damaged. This does not apply to packages insured through a third-party insurance provider.

If you wish to ship multiple orders to the same address together, you first need to enable the feature and choose the settings. Once configured, whenever consecutive orders are scanned that have the same address, they will be merged into a single consolidated shipment.

You can print a manifest for a carrier that doesn't have its own manifesting. This creates a list of packages you have sent using a particular carrier on that day.

You can schedule a package pickups and find package drop-off locations for various carriers.

The purpose of a manifest is to save time. Without a manifest, Canada Post needs to scan each individual shipping label. This can be time consuming if there are a large number of shipping labels. Instead of scanning each individual shipping label, the manifest can be scanned once, and every shipping label from that day will be uploaded to their system.

You can scan freight orders that are already in the system and ship them as needed.

You can view tracking information for packages sent through PitneyShip Pro in your history.

You can create a return label for a shipment so that the recipient can send it back to you. Return label procedures vary by carrier.

You can use the DeviceHub compatibility checker tool to check your computer’s network configuration to find out if it will work with DeviceHub. It is recommended to do this check before you try to install DeviceHub.

DeviceHub is a program that connects your printers and scales to PitneyShip Pro or PitneyShip Enterprise. The following are required in order for DeviceHub to work properly on your network.

The following URLs and IP addresses must be accessible in order for the system to connect to the internet.

You can reprint a shipping label up to 24 hours from the initial printing.

You can print a manifest for a carrier that doesn't have its own manifesting. This creates a list of packages you have sent using a particular carrier on that day.

The purpose of a manifest is to save time. Without a manifest, Canada Post needs to scan each individual shipping label. This can be time consuming if there are a large number of shipping labels. Instead of scanning each individual shipping label, the manifest can be scanned once, and every shipping label from that day will be uploaded to their system.

Learn about printing and using DeviceHub in PitneyShip Pro or PitneyShip Enterprise

If the message "[120100] Your UPS login profile may require a change" appears, the UPS account being used may not be correctly linked to your UPS profile.

If the message "[250002] Please verify your UPS login profile again" occurs, verify you UPS account again.

If the message "[250003] Verify your UPS account to continue printing UPS labels" occurs, verify you UPS account again.

If the message "[250009] Your UPS Profile password is changed. Verify your UPS account to continue printing UPS labels." occurs, the UPS account needs to be reverified.

The message "addressLine1 - length must be less than 100" means that the address has exceeded the 100-character maximum.

If the DH (DeviceHub) system tray icon shows a red exclamation point icon with the message "Connection failed", and when you click on the icon, it says "Connection Error: Click Reconnect from menu below", your network settings may need to be adjusted.

The message "DEVICE HUB Connection error" may occur when printing if the printer is configured to "Print directly to the printer" instead of spooling.

If you see the message "Device hub connection timeout" when printing, try moving the printer to a different USB port.

If the message "DeviceHub is offline. Restart DeviceHub." appears, Make sure that all of the DeviceHub Networking Requirements and check if the Root CA certificate is installed.

If the "Do not challenge me on this device again" option is not working or you get MFA prompts happening too often, you may need to adjust your browser settings.

There are many reason the error "It's not you, it's us. We're having an internal server issue." may occur.

The message "Looks like your DeviceHub couldn’t be activated. Please try again later." means that your DeviceHub version is out of date.

Learn how to resolve a "devicehub.Print: ParseErrorResponse: The DeviceHub [...] is OFFLINE! The label was generated but unable to print. Try printing again or request refund from" error.

The message "Something went wrong. Please try again later. [2209] Inactive customer account" means that the FedEx or UPS account you are using is inactive.

The message "Something went wrong. Please try again later." when adding a FedEx account means that the either account information being entered does not match FedEx's system, or there is an issue with the account.

The message "That address doesn't exist. Error 404" when accessing the Address Book mesans that you do not have permission to access the Address Book.

The message "This user account is locked. Too many unsuccessful login attempts." occurs after too many unsuccessful login attempts.

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

If the message "UPS is not responding. Please try again later" appears, the UPS system is down or not responsive.

There are several reasons that the message "Label generated but couldn’t be printed" may appear.

The message "Alert Unable to Add User to Subscription as maximum users [1] already added" occurs because the subscription already has the maximum number of users.

If the message "[10400] Please verify your UPS login profile again" occurs, the UPS account needs to be reverified.

The message "3009: Address validation failed" occurs when the recipient address does not meet DHL's address requirements.

This message means that there is a formatting issue with the sender address.

If the message "Alert Cannot Delete Carrier it has referenced in another module" appears, the carrier account is assigned to another user and needs to be deleted.

The message "Invalid or missing payment Carrier Account. [120412] UPS account number that was provided as Freight Collect billing method cannot be the same as Shipper Number" appears when using Third Party or Recipient billing if the Bill To account number you entered is already one of your carrier accounts.

Learn how to resolve the "Incomplete commodity description" message.

If the message "Pickup time is invalid. Select a different time slot." appears when scheduling a UPS On Call Pickup, a different pick up time needs to be selected.

If the message "There was an error generating your label. There was an error in file handling of pdf format." appears, thed efault label settings have become corrupted and need to be reset.

The message "Alert Invalid Request: User already exists" when adding a user means that the email address being used in the already has an existing subscription, or the user has been invited but has not yet accepted the invitation.

There was an error generating your label... [120121] The Shipper number cannot be used for this shipment" message when printing a UPS label means that there is an issue with the UPS account.

If the PDF is not appearing when creating a shipping label, the pop-up blocker in your web browser may be blocking the window.

If the message "Duplicate Personnel ID" occurs when importing contacts, the PersonnelID values the CSV import file are not unique.

The message "[Errno 10013] error while attempting to bind on address ('127.0.0.1', 443): an attempt was made to access a socket in a way forbidden by its access permissions" happens because port 443 is not free.

The message "An error has occurred" occurs because the printer driver is not compatible with DeviceHub.

If the message "DeviceHub Registration failed" appears, there may be an issue with your network blocking the activation, or DeviceHub may need to be uninstalled and reinstalled.

If the message "DeviceHub is already running" appears when installing or updating DeviceHub, either DeviceHub is stuck running in the background, or the previously installed version is corrupt.

There are multiple reasons that the message "Unhandled exception in script" may appear when installing DeviceHub for Windows.

If you see the message "There was an error reprinting your label due to Device Hub connectivity issues.", follow these troubleshooting steps.

The message "Orders cannot be shipped together" occurs if the addresses of the scanned orders do not match exactly.

If you receive the response "Some required ports are unavailable" or "Some checks could not be completed" when running the DeviceHub Compatibility Checker, it means that ports are unavailable or URLs are not whitelisted.

If the authentication email is not received, the email may be in your Spam or Junk folder, or your network may be blocking these email communications.

If your printer is not listed, follow these steps.

If the recipient is not receiving tracking or delivery email notifications from the system, the feature may not be set up correctly, or the emails may be being blocked.

If the scale shows the wrong weight, the scale needs to be zeroed.

If there are delivery issues with your shipments, contact your carrier.

If labels printed on Avery Internet Shipping Labels are not aligned properly, the wrong paper size may be selected.

If the State/Province and ZIP/Postal Code are blank on imported addresses, this is because there were spaces in the imported data that caused the information to be imported incorrectly.

Follow these steps to resolve DeviceHub errors and issues.

There are several things that may cause issues when signing in.

If the wrong email address receives email notifications from the system, the sender address used for shipments contains that email address.

If "Other" or "Offline" is displayed in the printer's Heartbeat status column on the My Devices page, the printer is not on or not connected.

Learn how to resolve partial cut-off shipping labels for the JZ20 printer.

Learn how to resolve partial cut-off shipping labels for the JZ22 (ZD621) printer.

Learn how to resolve a partially printed label on the JZ20 printer.

If 4 x 6 labels are not printing in Safari or Firefox, your browser printer setting may need to be adjusted.

If you received an email from Pitney Bowes with the subject "Action Needed: Your SSO Connection Will Expire Soon", the security certificate used for your Single Sign-On (SSO) connection is set to expire. Action is needed to update it.

If the status of one or more devices on the My Devices page in PitneyShip Pro or PitneyShip Enterprise does not match the status shown in the DeviceHub application, the device status has become of out sync.

If the "Get Weight" button for the scale is disabled, grayed out, or not working, follow these troubleshooting steps.

If the message appears "Alert: Username is already been used, please input a different one" message when adding a UPS account, select a different usernam.

The message "This UPS account is not verified. Contact your admin." appears if your UPS accounts have not yet been verified. Account verification is a UPS requirement.

The message "Verify your UPS account to continue printing UPS labels." appears if your UPS accounts have not yet been verified. Account verification is a UPS requirement.

It's best to uninstall DeviceHub before installing the new version.

You can view DeviceHub logs from the past 24 hours if needed for troubleshooting, and upload them to Pitney Bowes support if requested.

UPS's security standards require that you verify your UPS accounts in order to ship with UPS. If any UPS account is not used for 59 days or more, you will need to reverify it.

If your printer is offline or disconnected, follow these steps to reconnect it.

DeviceHub may sometimes stop or go offline and need to be restarted.

Postage payment methods vary by carrier.