Printer missing from PitneyShip, PitneyShip Pro, PitneyShip Enterprise, or ShipAccel

Issue

Your printer is not listed in PitneyShip, PitneyShip Pro, PitneyShip Enterprise, or ShipAccel.

Resolution

• Solution 1: Install or reinstall DeviceHub
• Solution 2: Reconnect DeviceHub
• Solution 3: Make sure that your printer is installed, connected, and online
• Solution 4: Check the DeviceHub Networking Requirements

Solution 1: Install or reinstall DeviceHub

1. If DeviceHub is not installed, install it. If it is already installed, reinstall it. For instructions, see:
   • Installing DeviceHub
2. Close and reopen your web browser.
3. Sign back in to PitneyShip, PitneyShip Pro, PitneyShip Enterprise, or ShipAccel.
4. Go to Settings > My Devices.
5. You should now see the printers and scales that are connected to your computer listed on the My Devices screen. If you do not, click the Refresh button. If there are other shared DeviceHubs on your network, you may see them as well.
6. If your printer is still not in the My Devices list, proceed to solution 2.

Solution 2: Reconnect DeviceHub

Windows

1. Open DeviceHub (Start > All Programs > DeviceHub > DeviceHub).
2. Go to the Settings tab.
   
3. Select Restart DeviceHub.

Mac

1. Find the DeviceHub DH icon in the Mac OS menu bar.
   
2. Right-click on the DH icon and choose Reconnect.
3. Once the DeviceHub icon reappears, 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 PitneyShip, PitneyShip Pro, PitneyShip Enterprise, or ShipAccel, go to Settings > My Devices.
2. Verify that your printer shows an Online or Idle status.
3. If the printer is still not listed, or printer status is Offline or Other, check the following:
   1. Make sure that the printer is installed on the computer. If it is not, visit the manufacturer's website to download and install the latest print driver.
      • In Windows, go to Settings > Devices > Printers and make sure that your printer is present and online.
      • On Mac, go to Apple menu > System Settings > Printers & Scanners and make sure that your printer is present and online.
   2. Verify that the printer is turned on and awake.
   3. Verify that the printer is correctly connected to the computer.

Solution 4: Check the DeviceHub Networking Requirements

Review the networking requirements, and ensure that all addresses listed in the Whitelist section are allowed on your network.

• DeviceHub Networking Requirements and Technical Specifications

The features and options you see may vary depending upon your role and subscription. If you have any questions regarding your permissions, please contact your administrator.