Unable to weigh a package using the PitneyShip Cube with PitneyShip

Issue

Package weight is not showing up in PitneyShip when weighing a package while using the PitneyShip Cube.

Cause

• Your PitneyShip Cube may not be installed, connected or online.
• DeviceHub may not be connected.
• The scale needs to be zeroed.

Resolution

Try these solutions in order:

• Solution 1: Make sure the packing material is removed from the scale
• Solution 2: Make sure that your PitneyShip Cube is installed, connected, and online
• Solution 3: Verify that DeviceHub is running
• Solution 4: Reconnect DeviceHub
• Solution 5: Update DeviceHub
• Solution 6: Activate DeviceHub
• Solution 7: Zero the scale

Solution 1: Make sure the packing material is removed from the scale

Make sure the protective scale spacers have been removed from the scale.

Solution 2: Make sure that your PitneyShip Cube is installed, connected, and online

1. In PitneyShip, PitneyShip Pro, or PitneyShip Enterprise, go to Settings > My Devices.
2. Verify that your PitneyShip Cube shows an Online or Idle status.
3. If the printer is still not listed, or the printer status is Offline or Other, check the following:
   1. Ensure the printer is installed on the computer. If it is not, see Installing the PitneyShip Cube driver on an additional computer to download and install the latest print driver.
   2. On Windows, go to Settings > Devices > Printers and ensure your printer is present and online.
   3. On Mac, go to Apple menu > System Settings > Printers & Scanners and make sure that your printer is present and online.
   4. Verify that the printer/scale is turned on and awake.
   5. Verify that the printer/scale is correctly connected to the computer.
4. Once your PitneyShip Cube is connected and online, try to weigh the item again.

Solution 3: 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.

1. If this icon is missing, find DeviceHub in your programs list and restart it.
2. 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 4: Reconnect DeviceHub

1. Find the DeviceHub icon in the Windows system tray (small icons near the clock) or Mac OS menu bar. Right-click on the DeviceHub icon and choose Reconnect.
2. 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: Update DeviceHub

Make sure your version of DeviceHub is up to date. See Updating DeviceHub in PitneyShip.

Solution 6: Activate DeviceHub

1. Select Settings > My Devices.
2. Select Activate DeviceHub.
3. Click the Activate button again in the pop-up window. If successful, a new browser tab window will open with a "DeviceHub registered successfully!" message.
4. Close the new browser tab and select Settings > My Devices again.
5. If your printers are still not displayed, click the Refresh button on the My Devices page.

Solution 7: Zero the scale

Before zeroing the scale, remove any packages or letters from the scale before zeroing it. Make sure the scale is on a flat and level surface. If the scale is sitting on the same surface as an object that causes vibration, like a fan, this vibration may affect the accuracy of the scale weight.

1. Click the gear icon to access settings.
2. Select My Devices.
3. Locate Pitney Bowes Printer and Scale.
4. Click on the zero scale arrow.

The scale will now zero out the weight.

Your PitneyShip Cube should now be online and ready to weigh your package.

If you need further assistance, please chat with us.

Related topics

• Installing the PitneyShip Cube driver on an additional computer