Table of Contents

Device Hub Troubleshooting

Colin Updated by Colin

This page contains some troubleshooting tips and solutions for common problems that you may experience with the Device Hub.

For general information on setting up the Device Hub in your warehouse, please see Device Hub Overview.

For information on ShipStream's support for certain hardware devices, please see Hardware Support.

View Logs

The Event Log can provide helpful information such as detailed error messages, error codes, elapsed time and more.

The View Logs page will contain up to 1000 of the latest log entries in descending order from newest (top) to oldest (bottom).

Exporting Events

Click on a log entry to view the details and click the Export button to download a file containing diagnostic information:

Report Issues

If you run into any problems that you'd like to report, feel free to use the Report Issue button to send us some information so that we can reproduce your problem and we'll get it fixed and respond to you ASAP!

  • Reply Email - Include their email address to receive replies (optional).
  • Client - Select which computer client is experiencing the issue if this is applicable.
  • Description (required)- Include details about the issue they are experiencing.
  • Include Logs - This will send the entire event log along with the error report to ShipStream.
  • Include last job file - This will attach the last file that was sent to be printed.

Click Send to report the issue to ShipStream.

Anti-Virus / Anti-Malware Conflicts

The Device Hub clients write job files to disk and execute programs which send the files to the printer spool or communicate with your scales. Some anti-virus software might block these programs from executing or writing files to disk for some unknown reason. Temporarily disabling the AV software is a good way to determine if this is happening in your case.

If the AV software is interfering with the Device Hub client software, you may need to add the clients to your AV software's "exclusions" or "safe" list. Please consult your software's user documentation for specific instructions.

The paths which may need to be excluded are:

  • %LocalAppData%\Programs\shipstream-device-app\
  • C:\Program Files (x86)\ShipStreamDeviceService\
  • C:\Program Files (x86)\ShipStreamClient\ (legacy client only)
Some error codes which are commonly associated with this issue are 3221225701 and 0xC00000E5.

How did we do?

Adding Printer and Scale Devices

Device Barcodes