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Troubleshooting

Common Device Hub issues and how to resolve them

Device Hub Troubleshooting

This page covers common Device Hub issues and solutions. For general setup information, see Device Hub Overview.

View Logs

The Device Hub Event Log provides detailed error messages, error codes, and elapsed time for debugging:

  1. Open the Event Logs page in Device Hub
  2. View up to 1,000 entries sorted from newest to oldest
  3. Click any entry to see details
  4. Click Export to download diagnostic information for support

Report Issues

Use the built-in Report Issue button in Device Hub to contact ShipStream support:

  • Reply Email - Your email for receiving responses (optional)
  • Client - Select which computer is experiencing the issue
  • Description - Details about the problem (required)
  • Include Logs - Sends the full event log with the report
  • Include last job file - Attaches the last file sent to print

Anti-Virus / Anti-Malware Conflicts

Some anti-virus software may block Device Hub from writing job files or executing print commands. If you suspect AV interference:

  1. Temporarily disable your AV software to test
  2. If the issue resolves, add these paths to your AV software's exclusion list:
    • %LocalAppData%\Programs\shipstream-device-app\
    • C:\Program Files (x86)\ShipStreamDeviceService\
    • C:\Program Files (x86)\ShipStreamClient\ (legacy client only)

Error codes 3221225701 and 0xC00000E5 are commonly associated with AV conflicts.

Device ID Conflicts

Printer and scale devices must use unique IDs within the same device type. For example:

  • Two label printers cannot both use ID "001"
  • A label printer and a laser printer can both use ID "001" (they become LABEL:001 and LASER:001)

Symptoms of device ID conflicts:

  • Scales not responding from ShipStream despite working in Device Hub tests
  • Print jobs failing or not sending

Device Hub highlights conflicting device IDs in red. Hover over a highlighted device to see which machine has the conflict.

Printer Unavailable

A warning icon appears when a printer is disconnected. To resolve:

  1. Reconnect the printer and click the device in Device Hub to clear the warning, or
  2. Update the device configuration using the Edit button and select the correct printer

Device Hub Not Configured (Data Border Error)

If Data Border returns "Device Hub not configured for this tenant", your team's Device Hub URL has not been set. Contact your administrator to configure the Device Hub host in your tenant settings.

Device Hub Unreachable (Data Border Error)

If Data Border returns "Device Hub communication failed":

  • Verify Device Hub is running and accessible over the network
  • Check that HTTPS is enabled and TLS certificates are valid
  • Verify firewall rules allow inbound connections from Data Border's IP range
  • Check the Device Hub host URL in your tenant configuration

Legacy Client Migration

If you are using the legacy ShipStream print/scale client (prior to version 2022.2), you should migrate to the Device App or Device Service:

  1. Install and register either the Device App or Device Service on the same computer
  2. Device configurations are automatically copied to the new client
  3. While both run simultaneously, print/scale tasks route to the new client
  4. Once verified, uninstall the legacy client

For detailed legacy migration steps, see the ShipStream Knowledge Base: Legacy Client Migration Guide.

Further Help