Unable to weigh a package using the PitneyShip Cube with PitneyShip

Learn how to resolve package weight not showing up in PitneyShip using the PitneyShip Cube.
Products Affected: PitneyShip™ Cube, 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 on.
  • DeviceHub may not be connected.
  • The scale needs to be zeroed.

Resolution

Try these solutions in order:

Solution 1: Verify the printer is plugged in and turned on

  1. Check the device and make sure the power cord is connected to the PitneyShip Cube and is plugged into a power source.
    Connecting to power source
  2. Make sure that your printer is turned on. The LED on the front of the PitneyShip Cube will be solid white. If the printer is off, press the power button.

Solution 2: Verify the printer is connected via USB Cable

Connect the USB cable to your printer and your PC.
Note: Wireless connection is not supported when connecting to a desktop device.
Connecting the USB cable to the printer

Solution 3: Verify that DeviceHub is running

There should be a DeviceHub DeviceHub icon 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 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: 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 6: Zero the scale

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

The scale will now zero out the weight.

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

 

 

UPDATED: September 20, 2023