"Device hub connection timeout" message when printing in PitneyShip, PitneyShip Pro, PitneyShip Enterprise, or ShipAccel

Issue

When printing, the message "Device hub connection timeout" appears.

Cause

There is a USB issue with the connected printer.

Resolution

• Solution 1: Make sure that DeviceHub is installed
• Solution 2: Verify that DeviceHub is running
• Solution 3: Make sure that your printer is connected and online
• Solution 4: Reconnect DeviceHub
• Solution 5: Uninstall and reinstall DeviceHub
• Solution 6: Try a different USB port (wired connections)

Solution 1: Make sure that DeviceHub is installed

To install DeviceHub, see the instructions for your product:

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

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

Once the DeviceHub icon appears, 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 the printer shows an Online or Idle status.
3. If the printer is not listed, or the status is Offline or Other, check the following:
   • Make sure that the printer is installed on the computer.
   • In Windows, go to Settings > Devices > Printers and make sure that the printer is present and online.
   • On Mac, go to Apple menu > System Settings > Printers & Scanners and make sure that the printer is present and online.
   • Verify that the printer is turned on and awake.
   • Verify that the printer is on and is connected correctly to the computer.
4. Once the printer is connected and online, try to print again.

Solution 4: Reconnect DeviceHub

1. Find the DeviceHub icon in Windows system tray (small icons near the clock) or Mac OS menu bar.
2. Right-click on the DeviceHub icon and choose Reconnect.
   
3. Once the DeviceHub icon appears, hover your mouse over the icon to see the connection status and wait until it shows an Online status.

Solution 5: Uninstall and reinstall DeviceHub

1. Uninstall DeviceHub. See Uninstalling DeviceHub.
2. Reinstall DeviceHub. See Installing DeviceHub.

Solution 6: Try a different USB port (wired connections)

If the printer is connected via USB, move the printer to a different USB port and try again.