"The DeviceHub is not responding, it is either OFFLINE or the network connection is slow!" message in PitneyShip, PitneyShip Pro, or PitneyShip Enterprise

Issue

The message "The DeviceHub is not responding, it is either OFFLINE or the network connection is slow!" appears.

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, or PitneyShip Enterprise.
4. Go to Settings > My Devices.
5. Wait for the DeviceHub activation to occur. Two separate messages should appear in the upper right corner of your browser window.
   • The first message says "Registering DeviceHub to your computer... This will take a few moments."
     
   • The second message says "DeviceHub is successfully registered. Your printer and scale are now connected."
     
6. After the second message disappears, wait a few moments. After a brief time, the list of printers and scales should be displayed on the My Devices page.
7. If your printer is still not in the My Devices list, proceed to solution 2.

Solution 2: 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 3: Make sure that your printer is installed, connected, and online

1. In PitneyShip, PitneyShip Pro, or PitneyShip Enterprise, 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