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.

Can't open the app on Mac

"Fuze Store Hub cannot be opened because Apple cannot check it for malicious software."

This happens on the first launch of an unsigned build. Right-click the app in Applications and choose Open, then click Open again in the dialog. macOS remembers this choice and won't ask again.

My tablet can't find Fuze Store Hub

1. Both devices must be on the same Wi-Fi network. Guest networks often block device-to-device traffic — check that.
2. In Fuze Store Hub, open Settings → Network. Confirm LAN sharing is ON and the HTTPS port is 18443 (the default).
3. 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.
4. 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 5.
5. 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).

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.

"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 API token is invalid
• Click Force sync now to retry

If the error says unauthorized or invalid token, create a fresh API token in the mobile app and paste it in Settings → Modules.

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

Click the tray icon to open Fuze Store Hub and check Logs for details. Restart the app if needed.

Still stuck? Export a support bundle