Hub Troubleshooting

This page covers the most common issues. If yours is not here, export a support bundle and send it to support.

Before you start

• The Hub installed.

Steps

What happens next

• Fix the cause below, then reconnect.

Edge cases

• My tablet cannot find the Hub. Same Wi-Fi (guest networks often block it). LAN sharing on and the HTTPS port 18443. On a Mac, System Settings → Privacy & Security → Local Network → Fuze Store Hub, then quit and reopen the Hub. On the phone, Settings → Fuze Store → Local Network on. Use Enter manually with the IP from the Dashboard. Check https://<HUB_IP>:18443/health in the phone browser. If that works but discovery does not, it is almost always one of the two permissions. If even the browser cannot reach it, allow inbound port 18443 in the firewall (macOS: System Settings → Network → Firewall; Windows: tick Private and Public on first run; Linux: sudo ufw allow 18443/tcp).
• Paired but the badge stays yellow. A Wi-Fi handoff or a Hub restart. If it stays yellow over a minute, restart the Hub and re-check the Wi-Fi. If it turns red, tap the badge to re-pair.
• Badge says Hub paused. Use this Hub is off on this device. Turn it back on under Configurations → Integrations → Fuze Store Hub and queued work retries.
• Badge is green but printing fails. Open the printer's page and read its Status. Online: the Hub can reach it. Offline: a network printer did not answer, or no Hub found the USB or serial one for about 90 seconds, so check power, cable or Wi-Fi, and with two Hubs plug it into one. Error or Paper low: check paper and the cover. If every Hub printer is Offline, the Hub stopped checking in. See Print Queue and Status.
• The Hub asks me to sign in again. Confirm it is you with your password, Google or Facebook, and your two-factor code if on. It carries on where it was. Use Use a different account only if you signed in as someone else. This is not Reconnect to verify your session, which needs internet. See Working Offline.
• Connection problem after typing the code. It expired (5 minutes), was already used, or you are pairing against the wrong Hub.
• Printer not found. USB: try another port, power-cycle with the cable out, and see Adding Printers on the Hub for the Windows, Mac and Linux specifics. Network: confirm its IP from a self-test page, ping it from the Hub computer, or use Add manually.
• Receipts cut off or garbled. Set Paper width to 58mm or 80mm in the app's printer settings.
• Kitchen tickets not syncing. In the Hub open Kitchen Display and read Last error and Unsynced, then Force sync now. On unauthorized or invalid token, generate a fresh activation key in the app and reconnect the Hub.
• Tray icon shows red. Green is OK, yellow is degraded (for example cloud offline), red means the embedded server crashed. Open the Hub, read the logs and restart it. On Windows the lightning bolt hides behind the ^ chevron.
• Tray icon but the window never opens. Right-click it and choose Show Fuze Store Hub, or launch it again from the Start menu. Otherwise end every Hub process in Task Manager and launch from the Start menu, not the installer. An old installer stays hidden until you install a newer copy.
• Windows warns "Windows protected your PC". Published installers are code-signed. A brand-new release may still warn. Click More info, then Run anyway.

Works with

Related guides

• Installing Fuze Store Hub
• Connecting to Your Store
• Updates and Maintenance