"DeviceHub is offline. Restart DeviceHub." message in PitneyShip, PitneyShip Pro, or PitneyShip Enterprise

Issue

The message "DeviceHub is offline. Restart DeviceHub." appears

Resolution

• Solution 1: Make sure your browser is compatible
• Solution 2: Check the DeviceHub Networking Requirements
• Solution 3: Check if the Root CA certificate is installed

Solution 1: Make sure your browser is compatible

If you are using the Safari browser on a Mac, switch to a different browser. Safari does not support DeviceHub at this time.

Solution 2: Check the DeviceHub Networking Requirements

Make sure that all of the DeviceHub Networking Requirements are met. Contact your IT department for assistance if needed.

• DeviceHub Networking Requirements and Technical Specifications

Solution 3: Check if the Root CA certificate is installed

Use one of the following two methods to check if the Root CA certificate is installed. Contact your IT department for assistance if needed.

Method 1

1. Open a command prompt and run the following command as Administrator:
   CertUtil -addstore "Root" "C:\ProgramData\PB\devicehub\DeviceHub_v1\devicehubagent\config\certs\RootCA.crt”
   • If the root certificate is already installed, it will say “PitneyShip-CA” already in store.
     
   • If the root certificate is not installed, it will install it and say say “PitneyShip-CA” added to store.
     

Method 2

1. In the Windows search box, type certmgr.msc and press Enter.
2. Select certmgr.msc.
3. On the left side, select Trusted Root Certificate Authorities.
4. Click once on Certificates, then look for PitneyShip-CA on the right side.
   
5. If you do not see PitneyShip-CA, then the root certificate is not installed. To install it, open a command prompt and run the following command as Administrator:
   CertUtil -addstore "Root" "C:\ProgramData\PB\devicehub\DeviceHub_v1\devicehubagent\config\certs\RootCA.crt”