PitneyShip® Enterprise Support
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Install & Setup
Using Your Product
Fixing & Maintenance
Postage
Reporting, History & Accounting
Installation, Setting Up & Drivers
Learn how to connect your printer to Device Hub in PitneyShip Pro and PitneyShip Enterprise.
Check your current version and, if necessary, update DeviceHub to ensure you can continue printing.
Check your current version and, if necessary, update DeviceHub to ensure you can continue printing.
Learn how to install DeviceHub.
Running the Auto Update Functionality for DeviceHub on your Windows computer.
Learn how to install the Datamax w1110 Printer
Learn how to install the Brother QL-800 printer for PitneyShip Pro or PitneyShip Enterprise.
Learn how to install the PB-SP100 printer for PitneyShip Pro and PitneyShip Enterprise.
Running the Auto Update Functionality for DeviceHub on your Mac computer.
DeviceHub may need to be uninstalled and reinstalled to fix some printing and weighing issues in PitneyShip Pro or PitneyShip Enterprise.
Replace your label roll if your label roll is empty.
Network & Connectivity
Learn how to connect your printer to Device Hub in PitneyShip Pro and PitneyShip Enterprise.
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.
If you are going to use Single Sign-On (SSO) for PitneyShip Pro, PitneyShip Enterprise, PitneyTrack Asset, PitneyTrack Inbound, PitneyTrack Enterprise, PitneyLockers or Smart Access Management, you need to configure your Identity Provider (IdP) according to our guidelines.
The following URLs and IP addresses must be accessible in order for the system to connect to the internet.
Features & Settings
You can select the default print size for shipping labels and whether to print a receipt with each label.
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.
Learn how to install the PB-SP100 printer for PitneyShip Pro and PitneyShip Enterprise.
Divisions are subsets of your enterprise, which is the topmost level of your organization. Each division can contain multiple locations within it.
Locations are subsets of divisions, which are subdivisions of your enterprise. Each division can contain multiple locations.
You can send customized notifications to inform users when certain events occur.
If you no longer need a division, you can delete it.
If you no longer need a location, you can delete it.
You can change the name of a division if needed.
You can change the name of a location if needed.
You can add up to 10 custom fields to several different screens in the system.
You can have PitneyShip Pro or PitneyShip® Enterprise send emails with tracking numbers and delivery confirmations.
If you no longer need a preset, you can delete it.
If you need to change the settings or name of a preset, you can edit it.
You can set the sender (from) address used when creating shipping labels.
If you need to update the settings of a cost account, you can edit it.
Presets save shipment information so that it can be used as a template for printing additional labels in the future with the same carrier, packaging, weight, dimensions, and shipping services.
Cost accounts allow you to assign the cost of shipping labels to an account. This can help you track how you spend your postage funds.
Enterprise administrators can prevent users from managing shared contacts. If this setting is enabled, users will only be able to create, edit, and delete their private contacts.
If you do not know your password, you can reset it.
You can export your divisions and locations in CSV format.
You can import locations into using a CSV template that you can download.
If you use the employee ID field, you can choose to make it required when adding users to the system.
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 create different roles to define the tasks that users are allowed to perform. Each user is assigned a role.
A department is a group of recipients for whom packages can be received and delivered. Each department can have a designated "Key Contact". When using PitneyTrack and the Locker Management Module, the Key Contact receives or picks up the department's packages.
You can add, edit, delete, import, and export users of the system as needed.
Learn how to invite additional users in PitneyShip Pro and PitneyShip Enterprise.
You can reset your forgotten password at the log in screen.
Consult Service websites for prohibited and restricted goods lists.
You need to sign in in order to use the system.
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.
Find the answers to frequently asked questions about DeviceHub.
If needed, you can change the members of a recipient list.
If you no longer need a recipient list, you can delete it.
You can create recipient lists for bulk mailings.
When you enter new recipient addresses, you can have them automatically added to your address book.
You can search for an address using postcode search.
Learn how to import addresses into the Address Book in PitneyShip Pro or PitneyShip Enterprise. These addresses can also be used on the SendPro C/SendPro+.
Learn about the address book in PitneyShip Pro and PitneyShip Enterprise.
Administrators of enterprises can export a ZIP file of contacts from the system automatically on a fixed schedule to an SFTP server.
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.
Printing
Finding out about DeviceHub and prepare to install.
Running the Auto Update Functionality for DeviceHub on your Windows computer.
Learn how to install the Brother QL-800 printer for PitneyShip Pro or PitneyShip Enterprise.
Running the Auto Update Functionality for DeviceHub on your Mac computer.
If labels printed from PitneyShip Pro or PitneyShip Enterprise are coming out too small, the wrong paper size may be selected.
Mailing & Shipping
Learn how to install DeviceHub.
Learn how to install the PB-SP100 printer for PitneyShip Pro and PitneyShip Enterprise.
In order to ship with Clockwork, you first need to set up your Clockwork account in PitneyShip Enterprise.
An insurance claim can be filed if a Royal Mail insured shipment is lost or damaged.
Consult Service websites for prohibited and restricted goods lists.
You can create and print a Royal Mail Signed For shipping label for a domestic package.
You can create and print a shipping label with Special Delivery rates for a domestic package.
You can view tracking information for packages sent through PitneyShip Pro or PitneyShip Enterprise in your history.
Learn how to import addresses into the Address Book in PitneyShip Pro or PitneyShip Enterprise. These addresses can also be used on the SendPro C/SendPro+.
You can create and print multiple shipping labels at once (in a batch).
Learn about the address book in PitneyShip Pro and PitneyShip Enterprise.
You can send a domestic letter with Royal Mail Signed For delivery rates.
To resolve delivery issues with shipments shipped through PitneyShip Pro or PitneyShip Enterprise, contact your carrier.
You can search and filter your history to find a particular label that was created in PitneyShip Pro and PitneyShip Enterprise.
FedEx has revised security standards for shipping through products such as PitneyShip Enterprise. In order to ship with FedEx in PitneyShip Enterprise, you must authenticate your FedEx accounts.
In order to ship with FedEx, you first need to set up your FedEx account in PitneyShip Enterprise.
If your company is multi-national, you may need to add shipping carriers for locations in other countries.
You can schedule a package pickups and find package drop-off locations for various carriers.
You can void a shipping label so that you will not be charged for it.
You can mark unused shipping labels as cancelled in the system, even if the carrier’s void period has expired or the carrier does not support voiding. This can help keep your shipment records accurate and remove cancelled shipments from active lists. This feature is available for DHL Express, USPS, UPS, and FedEx.
You can create and print a shipping label for a domestic package.
You can create and print a shipping label for a package being sent to Jersey.
You can create and print a shipping label for a package being sent to Northern Ireland.
You can create and print a shipping label for international packages containing personal correspondence.
You can create and print a shipping label for an international package.
You can reset your forgotten password at the log in screen.
Network & Connectivity
Learn how to connect your printer to Device Hub in PitneyShip Pro and PitneyShip Enterprise.
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.
If you are going to use Single Sign-On (SSO) for PitneyShip Pro, PitneyShip Enterprise, PitneyTrack Asset, PitneyTrack Inbound, PitneyTrack Enterprise, PitneyLockers or Smart Access Management, you need to configure your Identity Provider (IdP) according to our guidelines.
The following URLs and IP addresses must be accessible in order for the system to connect to the internet.
Printing
Finding out about DeviceHub and prepare to install.
Running the Auto Update Functionality for DeviceHub on your Windows computer.
Learn how to install the Brother QL-800 printer for PitneyShip Pro or PitneyShip Enterprise.
Running the Auto Update Functionality for DeviceHub on your Mac computer.
If labels printed from PitneyShip Pro or PitneyShip Enterprise are coming out too small, the wrong paper size may be selected.
Errors & Troubleshooting
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.
An error messages shows when trying to send to Northern Ireland from other parts of the UK.
Learn how to resolve the error “The password you provided was not recognised. Please try again.” in PitneyShip Pro and PitneyShip Enterprise.
Learn how to resolve the message "Street must be no longer than 23 characters" in PitneyShip Pro or PitneyShip Enterprise.
Learn how to resolve the error “The username you provided was not recognised. Please try again.” in PitneyShip Pro or PitneyShip Enterprise.
Learn how to resolve the message "No CAN found for your user, Please try another User" in PitneyShip Pro or PitneyShip Enterprise.
The message "You have not completed your account registration" means that the username is inactive because the account still needs to be activated.
Learn how to resolve the message "Global.paymentmethod.unknown: xxxxxxxxxxxx" in PitneyShip Pro or PitneyShip Enterprise.
DeviceHubv1.10.24.54.exe is not commonly downloaded error message displays when installing DeviceHub
If your printer is not listed in PitneyShip Pro or PitneyShip Enterprise, follow these steps.
DeviceHub is showing a 404 or 403 error when starting up or your printer is not showing in the test print option.
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.
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.
If the message "Duplicate Personnel ID" occurs when importing contacts, the Personnel ID values the CSV import file are not unique.
To resolve delivery issues with shipments shipped through PitneyShip Pro or PitneyShip Enterprise, contact your carrier.
If labels printed from PitneyShip Pro or PitneyShip Enterprise are coming out too small, the wrong paper size may be selected.
Learn how to resolve a white or blank screen in SendPro for Windows or Mac.
If PitneyShip Pro or PitneyShip Enterprise keeps reloading, you need to clear your web browser's cookies and cache.
If your printer is not listed in PitneyShip Pro or PitneyShip Enterprise and Print to PDF is the only option listed, follow these steps.
Learn how to resolve when shipping labels are missing image components or text when printed in PitneyShip Pro or PitneyShip Enterprise.
Follow these steps to resolve DeviceHub errors and issues.
The message "This user account is locked. Too many unsuccessful login attempts." occurs after too many unsuccessful login attempts.
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.
If you do not receive the email with the authentication code, it may be in your Spam or Junk folder, or your network may be blocking the emails.
If you are not receiving email notifications from PitneyShip Pro, PitneyShip Enterprise, PitneyTrack Asset, PitneyTrack Inbound, PitneyTrack Enterprise or PitneyLockers, the feature may not be set up, or the emails may be being blocked.
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 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.
Maintenance
Replace your label roll if your label roll is empty.
Check your current version and, if necessary, update DeviceHub to ensure you can continue printing.
Check your current version and, if necessary, update DeviceHub to ensure you can continue printing.
DeviceHub may need to be uninstalled and reinstalled to fix some printing and weighing issues in PitneyShip Pro or PitneyShip Enterprise.
You can order supplies from within PitneyShip Pro and PitneyShip Enterprise or in the Pitney Bowes online shop.
Refilling Postage
You can check on the status of your shipping label refund requests in PitneyShip Pro and PitneyShip Enterprise.
You can request a Royal Mail refund up to 30 days from the date on which you printed a shipping label.
Learn about the address book in PitneyShip Pro and PitneyShip Enterprise.
You can search and filter your history to find a particular label that was created in PitneyShip Pro and PitneyShip Enterprise.
You can void a shipping label so that you will not be charged for it.
Reporting, History & Accounting
You can export a .csv file of your cost accounts.
If you no longer need a cost account, you can delete it. A cost account can only be deleted if no transactions have been associated with it.
If you need to update the settings of a cost account, you can edit it.
You can import a CSV file of cost accounts.
Cost accounts allow you to assign the cost of shipping labels to an account. This can help you track how you spend your postage funds.
Cost accounts allow you to assign the cost of shipping labels to an account. This can help you track how you spend your postage funds.
The Daily Activity Report contains the shipping history for the current date.
You can view the history of your postage and shipping activity.
You can search the history of your postage and shipping activity.
You can export history reports of your PitneyShip Pro or PitneyShip Enterprise activity.
You can view DeviceHub logs from the past 24 hours if needed for troubleshooting.