Articles in this section

Troubleshooting a Tap-to-Pack Station

Updated

Tap-to-Pack is only compatible with Packing App v1.1.0 and higher. To download the latest version go to My Account > Apps page and download it for your operating system.

Use the following guide to resolve common hardware and software issues with your ShipHero Button Hub and Packing App integration.

General Connectivity

Issue Resolution Action
Controller not detected/ not lighting up

Verify both USB cables from the Main Hub are connected to the computer. Try alternative USB ports. If using USB-A, ensure the included adapters are attached.

For Tap-to-Pack stations using a Windows OS; Verify the Tap-to-Pack drivers are installed; go to the Utilities menu on the Packing App and select Install Drivers.
No red power light on Main Hub The Main Hub draws power via USB. Ensure cables are securely connected. Connect directly to the computer rather than through an external USB hub.
Button Hub not responding Confirm the correct cable is connected to the designated hub. Ensure the USB-C connection is securely connected. Remove any extension cables to rule out cable failure.
Cable length insufficient Use the provided 10-foot USB-C female-to-male extension cables compatible with both Button Hub cables.

Functionality and Profiles

Issue Resolution Action
Buttons not responding Confirm a Profile is assigned to the Packing Station in the Packing App. Actions will not trigger without an active profile.
External button failure Ensure the button is securely connected to the numbered slot on the Button Hub. Test a different slot to isolate if the issue is the button or the port.
Wrong actions triggered Check that Hub 1 and Hub 2 are connected to the matching labeled cables on the Main Hub. Swapping these will cause incorrect mapping.
Box missing from dropdown Navigate to Shipping Custom Boxes in ShipHero and ensure the box is set to Active.

Profile Management

To delete a profile, you must first reassign any active Packing Stations to a different profile. A profile cannot be deleted while it is currently assigned to a station.

Was this article helpful?
1 out of 3 found this helpful

More Resources

  • ShipHero Public API

    Connect your tools and AI agents directly to ShipHero with the Public API. Build powerful integrations, automate workflows, and tap into real-time data using the AI tools you prefer, with the option for secure, read-only access for AI-driven insights without added risk.

  • ShipHero Academy

    Explore ShipHero Academy for certifications, deep-dive training, and expert-led courses on WMS and fulfillment. Build your expertise and help your team operate at a higher level.

  • Change Log

    Stay up to date with the latest improvements across ShipHero. The Change Log gives you a clear view of new features, enhancements, and fixes as they roll out—so you always know what’s new and what’s better.