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 | 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. |
| 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.