Troubleshooting

Quick fixes for the most common problems. Still stuck? Email [email protected].

The PC shows "Connect this PC"

The PC isn't connected, or it was disconnected in Packing PCs or with Disconnect this PC. Uninstalling the app also disconnects every PC. Make a new connection link in the app and open it on the PC.

"This link has expired or was already used"

A connection link works once, for 30 minutes. Make a new one with Make a connection link or Connect a packing PC.

"This browser can't save to a folder"

Open the packing screen in Chrome or Edge on a Windows or Mac PC. Browsers such as Safari and Firefox can't save videos to a folder.

The folder pill says "Folder: allow again"

The browser needs permission to use the save folder again, for example after a restart. Choose Allow folder on the packing screen. If the drive was unplugged, plug it back in first. Updating the browser (version 122 or newer) helps it keep the permission.

Camera problems

• Camera permission is blocked: allow the camera in the browser's address bar, then choose Turn on camera.
• No camera found: plug in the webcam. Find Packing switches to a USB camera when you plug one in.
• The camera is used by another app: close video-call apps or any other program using the camera, then choose Turn on camera.
• Labels are blurry: use Full HD and High quality, try Fixed focus in Settings, and check the camera is 60–80 cm (24–32 in) above the table.
• The video stutters: run the station check. If Recording speed is low, lower the resolution or video quality, or close other programs.

Scans don't do anything

• If you see Scanner paused — click here so scans reach this page, another window has focus. Click the packing screen.
• Make sure the scanner is in keyboard (HID) mode and sends Enter after each code. Use Scan test in Settings to see what arrives.
• If the scanner reads the wrong characters, its keyboard layout doesn't match the PC. Set both to the same layout; the station check tells you when they differ.

"Not a tracking number"

The code is shorter or longer than Tracking number length in Settings. If it really is a shipping label, choose Allow N-character labels in the message, or change the length range.

"Already recorded"

That tracking number was already recorded by one of your PCs. Choose Record again or scan the REDO barcode, then the label. See Record packages.

"Free plan limit reached"

Your store recorded 20 different labels this month. Upgrade in Plan to keep recording new labels, or wait for next month. See Plans and billing.

"Find Packing is already open in another tab"

Use one tab per PC. Close the other tab with the packing screen.

A recording is in the app but I can't find the video

• The video is on the PC shown in the Packing PC column of Recordings. Search for it in that PC's Video List.
• If the Video List is empty, choose Rebuild list from folder.
• File not found in the folder means the file was moved, renamed or deleted, or the drive isn't connected.

A recording doesn't show up in the app

If the packing PC was offline, recordings are sent when the connection is back. The PC tries again every minute while the packing screen is open.