Troubleshooting

This page covers the most common issues. If yours isn't here, export a support bundle (see bottom of page) and send it to support.

Windows warns "Windows protected your PC"

Published Windows installers are code-signed (Azure Trusted Signing), so this warning shouldn't appear. If you still see it — most likely because a brand-new release hasn't built up SmartScreen reputation yet — click More info, then Run anyway.

My tablet can't find Fuze Store Hub

Both devices must be on the same Wi-Fi network. Guest networks often block device-to-device traffic — check that.
In Fuze Store Hub, open Settings → Network. Confirm LAN sharing is ON and the HTTPS port is 18443 (the default).
On a Mac, check the Local Network permission. macOS asks every app for permission before it can announce itself on your Wi-Fi — and if Fuze Store Hub doesn't have it, macOS blocks discovery silently: the Hub looks perfectly healthy, but no phone will ever see it. Open System Settings → Privacy & Security → Local Network, switch on Fuze Store Hub (if it's already on, toggle it off and back on), then quit and reopen the Hub. If the Hub isn't in the list at all, quit it, reopen it, and click Allow when macOS asks about finding devices on your local network.
On the phone or tablet, check the same permission. iPhones and iPads have their own version: Settings → Fuze Store → Local Network must be ON, or the app can't search your Wi-Fi for Hubs.
On the tablet, open Fuze Store → Configurations → Integrations → Fuze Store Hub → Pair Device. Your Hub should show up in the discovery list. If it doesn't, tap Enter manually and type the IP address shown on the Hub's Dashboard.
As a sanity check, on the tablet's browser open https://<HUB_IP>:18443/health (replace <HUB_IP> with the address from your Dashboard). You should see a small text response after accepting a security warning. If even the browser can't reach it, the issue is network / firewall — see step 7.
If still nothing, temporarily turn off your firewall on the Fuze Store Hub computer. If that fixes it, you need to allow inbound traffic on port 18443 (see the Network section below).

Tip: if the browser check in step 6 works but the Hub still never shows up in the discovery list, it is almost always one of the two permissions above — a blocked permission stops the Hub from announcing itself while direct connections keep working.

I paired but the badge stays yellow ("Reconnecting")

The phone got a session key but can't keep a steady connection back to the Hub. Usually a Wi-Fi handoff or the Hub just restarted. The app retries automatically every few seconds.

If it stays yellow for more than a minute:

Restart Fuze Store Hub on the store computer.
Re-check the Wi-Fi — sometimes the phone silently jumps to a different network (e.g. cellular hotspot, guest Wi-Fi).
If the badge flips to red ("Hub unreachable"), the phone gave up. Tap the badge for a Re-pair option.

I paired but the badge says "Hub paused"

This means the device-local Hub toggle is off. The phone is still paired, but it will not send receipts, kitchen tickets, customer display updates, health checks, or local sync to Fuze Store Hub.

Open Configurations → Integrations → Fuze Store Hub and turn Use this Hub back on. Queued print and kitchen actions will retry after the Hub reconnects.

I paired and the badge is green, but printing isn't working

The phone is talking to the Hub but the Hub isn't reaching the printer. Check the Printers page in the mobile app — each printer has its own status:

Connected — printer is reachable.
Offline — Hub can see the printer is registered but isn't responding. Power-cycle the printer.
Unknown — Hub hasn't tried this printer yet. Send a test print from the printer detail page.

You'll see either a banner at the top of the setup wizard ("Sign in again to finish setup.") or a small box over whatever you were doing ("Sign in again to continue").

Nothing is broken. Your sign-in to Fuze Store is renewed quietly in the background, and occasionally it can't be — most often because the computer has been offline for more than about two weeks, or because your password changed elsewhere.

Confirm it's you

Enter your password, or use Google / Facebook if that's how you normally sign in. If you have two-factor turned on, you'll be asked for your code or a recovery code, exactly as at the sign-in screen.

Carry on

The Hub finishes whatever it was doing and returns you to the same place. Nothing you'd typed is lost, and paired devices, printers, and settings are untouched.

If it's the wrong account, choose Use a different account — that signs out fully and starts over, so use it only if you really did sign in as someone else.

Not the same as Reconnect to verify your session

Those are two different screens with two different fixes. Sign in again means your sign-in needs renewing — retrying won't help. Reconnect to verify your session means the computer has been offline too long — a password won't help; get it back online and press Retry connection. See Working Offline.

Printing, the kitchen screen, and the customer display keep working throughout either message — they run over your local network and don't need your cloud sign-in.

"Connection problem" right after typing the pair code

This means the Hub didn't accept the code. Three usual causes:

Code expired — codes live 5 minutes. Generate a fresh one in Hub → Settings → Network.
Code already used — codes are single-use. If you typed it twice or scanned a QR twice, the second attempt fails.
Wrong Hub — make sure the IP / hostname your phone is pairing against is actually the Hub showing the code (only matters if you have multiple Hubs on the network).

Printer isn't found

USB printer

Try a different USB port. Some printers are picky.
Turn the printer off and back on with the USB cable disconnected, then reconnect.
On Windows, install the manufacturer's driver first.

Network printer

Make sure the printer has an IP address. Most thermal printers print a self-test page on boot that shows the IP.
Ping the printer from the Fuze Store Hub computer: ping 192.168.1.XXX. No response = network issue.
Some printers need to be added manually by IP — use Add manually on the Printers page.

Receipts print cut off or garbled

Open the printer's manual and check its paper width — typically 58mm or 80mm.
In the mobile app, open Configurations → Printers, select the printer, and set Paper width to match.

Kitchen tickets aren't syncing

Open Fuze Store Hub → Kitchen Display. Check:

Last error — if there's a message, it usually tells you what's wrong (bad token, no internet, etc.)
Unsynced — if it keeps growing, your internet is down or the Hub's connection has expired
Click Force sync now to retry

If the error says unauthorized or invalid token, re-run Hub activation — generate a fresh activation key in the mobile app (Configurations → Integrations → Fuze Store Hub) and reconnect the Hub. KDS rides the Hub's own connection, so there's no separate token to paste.

Firewall settings

If your operating system's firewall is blocking Fuze Store Hub:

macOS — System Settings → Network → Firewall → allow incoming connections for Fuze Store Hub
Windows — when prompted on first run, check both Private and Public networks
Linux (ufw) — sudo ufw allow 18443/tcp

Tray icon shows red

The tray icon in the menu bar reflects server health:

🟢 Green — everything OK
🟡 Yellow — some services degraded (e.g. cloud offline but LAN still works)
🔴 Red — the embedded server has crashed

The Fuze Store Hub tray icon in four states: green circle (all OK), yellow circle (some services degraded), red circle (server crashed), and grey circle (app starting up)

Click the tray icon to open Fuze Store Hub, then open the logs from Settings → Diagnostics (or View logs on the Dashboard) for details. Restart the app if needed.

Still stuck? Export a support bundle

Open the Logs page

Open Settings → Diagnostics and follow the logs link (or use View logs on the Dashboard), then choose Export support bundle.

Pick a save location

Fuze Store Hub creates a ZIP file containing up to 7 days of logs, your printer
inventory, and system diagnostics. No tokens or secrets are included.

Email it

Send the ZIP to support@fuze-store.com with a short description of
what's wrong.