Lightspeed Hub is a desktop application that allows Retail POS to connect to hardware devices like label printers. Once installed on your computer, Lightspeed Hub guides you through the hardware setup process, helping you get your devices connected faster and more efficiently.

If you're having trouble with Lightspeed Hub and connected Zebra label printers, follow the troubleshooting steps below.

Lightspeed Hub is not recognizing the label printer

If Lightspeed Hub is not recognizing your Zebra label printer, try the following steps one by one, verifying if Hub has recognized the printer along the way. All steps may not be required.

Power cycle the printer and check connections

1. Unplug the printer, then plug it back in.
2. Plug the printer into a different connection port, if applicable.

Reset the printer from Lightspeed Hub

1. If the Zebra Browser Print program is running, right-click on the app > Quit.
2. Open the Lightspeed Hub app.

3. Click Label printer.

   

4. Click More actions > Reset label printer.

The printer will take approximately 30 seconds to disconnect and re-connect.

Manually reset the printer

1. Turn the printer off.
2. Hold the Power, Pause, and Feed buttons simultaneously until all of the printer lights change color, then release.
3. Hold down the Feed button and turn on the printer, then release after a few seconds.

Certain models may also have a reset button on the back that can be pushed with the end of a paperclip.

Restart Lightspeed Hub

1. Quit the Lightspeed Hub app on your computer.
2. Reopen Lightspeed Hub and try connecting the printer again.

Restart your computer

1. Completely shut down, then restart your computer.
2. Launch Lightspeed Hub and try connecting the printer again.

Label printer is not detected on Windows computer

Typically, connecting a Zebra ZD410/11 label printer to your Windows computer via USB will automatically install the required drivers and add the printer to the computer's Printers and Scanners list.

If the printer is connected but not recognized by Lightspeed Hub, you may need to manually install the drivers:

1. Follow the steps in the previous section.
2. If the issue is not resolved, navigate to Zebra's website.

3. Click the Windows Printer Driver toggle > Download.

   

4. Unzip the download file and follow the steps to install the driver.
5. Restart your computer.
6. Launch Lightspeed Hub and try connecting the printer again.

If you had previously completed the above steps but Hub is no longer recognizing your printer, you may need to uninstall and reinstall the drivers:

1. Navigate to your Windows Control Panel > Devices and Printers (icon view).
2. Right click on the printer > Print server properties.
3. In the Drivers tab, click the printer’s driver > Remove.
4. Follow the steps to remove the driver. You may also need to remove the printer by right clicking on the printer name > Uninstall.
5. Restart your computer.
6. Reinstall and verify the drivers, as outlined in the previous steps.

Lightspeed Hub is unable to connect to Retail POS

If you click on Connect to Hub from the Devices and label printing page and nothing happens or Lightspeed Hub isn't connecting, navigate to the Lightspeed Hub app on your computer.

If the red light icon and message Unable to connect to Retail is displayed in Lightspeed Hub, the app is likely blocked by a firewall or antivirus program restricting connections to certain websites.

If you have access to the firewall or antivirus program, update the settings or ask your IT manager to whitelist the following domains:

https://hub-backend.lightspeedapp.com
https://realtime.ably.io
https://rest.ably.io
https://a.ably-realtime.com
https://b.ably-realtime.com
https://c.ably-realtime.com
https://d.ably-realtime.com
https://e.ably-realtime.com
https://internet-up.ably-realtime.com

Label printer is disconnected after computer goes to sleep

If your label printer appears as Disconnected or Not responding in Lightspeed Hub after your Windows computer wakes up from sleep mode, the printer's firmware may be out of date.

To update the printer's firmware:

1. Navigate to Zebra's website (ZD410 or ZD411).
2. Click the Downloads tab.

3. Under Categories, click Firmware.

   

4. Click the Printer OS (version) toggle > Download.
5. Unzip the download file and follow the steps to install the ZDownloader.
6. In the ZDownloader, use the Printer > Auto-Detect menu to add the label printer.
7. Select the printer, then click File > Select firmware file > select the .zpl file from your downloads. After a few seconds, the file should link to the printer in the list.
8. Click Printer > Download all to install the new firmware version on the printer. This may take a few minutes.
9. When the installation is complete, the printer will reboot and print a configuration page. Validate the new firmware version is listed on the printout.

Zebra does not offer a firmware update tool for MacOS. If your printer's firmware is out of date, you can use a Windows computer to update it using the steps above. Otherwise, unplug and replug the USB cable after the computer wakes up to force the operating system to re-detect the device.

Installation incomplete, browser requesting ls-hub://

If the Lightspeed Hub installation wasn't fully completed, your browser may ask what program you want to use to open ls-hub://. If so, you'll need to uninstall and reinstall Lightspeed Hub:

1. Navigate to your Windows Control Panel > Uninstall a Program. Note that the app must be uninstalled, not just removed.
2. Click Lightspeed Hub > Uninstall.
3. Follow the steps to install Lightspeed Hub.

Label printer is paused

To resume a label printer displaying a Paused status:

1. Open the Lightspeed Hub app.

2. Click Label printer.

   

3. Click More actions > Resume.
4. (Optional) Click Print test label to print a single label with the Lightspeed logo.

Label printer is printing misaligned labels

If your label printer is printing misaligned labels you can recalibrate it in Lightspeed Hub:

1. Open the Lightspeed Hub app.

2. Click Label printer.

   

3. Click More actions > Calibrate label printer.

If the labels are still not printing correctly after calibration:

1. Open the label printer cover.
2. Verify you're using a supported label type and size:
   • Normal: 2.25" x 1.25", part number 10015341
   • Alternative: 2.00" x 1.00", part number 10010039
   • Small: 1.25" x 1.00", part number 10010038
   • Jewelry: 2.20" x 0.5", part number 10010064

3. Ensure the yellow sensor near the front of the printer is in the center position.

   

4. Check inside the printer and remove any stuck labels or debris.
5. Ensure the labels are fed under the roll guides.
6. Close the label printer cover.
7. In the Lightspeed Hub app, click Label printer > More actions > Calibrate label printer.