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.