Fulfillment Hub USA – Troubleshooting Product Barcodes in ShipHero

When working with product barcodes in ShipHero, you may occasionally see:

• Barcodes that don’t scan

• Barcodes that scan but don’t pull the right product

• Labels that print sideways, too small, or unclear

This guide walks through:

1. Best practices for barcode management

2. Troubleshooting scanning issues

3. Troubleshooting printing issues

4. What to send when you contact ShipHero Support

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Best Practices for Barcode Management

To reduce barcode-related issues in daily operations, we recommend:

• Regularly audit barcode associations

  • Make sure each barcode is linked to the correct SKU in ShipHero.

• Maintain label quality

  • Print at proper resolution and apply labels to clean, flat surfaces.

• Keep scanners in good condition

  • Clean lenses and check for physical damage.

Tip: Periodic cycle counts help catch barcode mismatches or bad labels early, before they affect live orders.

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Troubleshooting Barcode Scanning Problems

If a barcode won’t scan or doesn’t populate the expected product, follow these steps.

1. Check the Label Itself

• Confirm the barcode is clean and intact.

• Avoid labels that are faded, smudged, wrinkled, or torn.

• Make sure the barcode type is supported by your scanners and ShipHero.

2. Confirm Barcode Association in ShipHero

• Open the product in ShipHero and confirm the barcode is assigned to the correct SKU.

• If you use different barcodes (eaches, cases, lots, serials), verify they’re configured in the right place.

Note: If a SKU has multiple barcodes, scanning a lot or serial barcode may not open the product page if that barcode is not mapped as a product barcode.

3. Test the Scanner and Device

• Gently clean the scanner lens.

• Check scanner settings and calibration.

• Test with several different barcodes:

  • If no barcodes work, the issue is likely the scanner or device.

  • If only some barcodes fail, the issue is likely label quality or SKU association.

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Troubleshooting Barcode Printing Issues

If barcodes are printing sideways, too small, or unclear, use these checks.

A. Barcodes Printing Sideways from ShipHero Mobile

If labels print sideways when triggered from ShipHero Mobile:

1. App Versions

• Confirm you’re on the latest version of:

  • The ShipHero Workstation App (“Check for Updates” inside the app).

  • The ShipHero Mobile App (App Store / Play Store).

• Perform a hard reset of the mobile app (fully close and reopen it).

2. Hardware Compatibility

• Make sure your printer and barcode scanner are on ShipHero’s recommended hardware list.

3. Printer Settings

• Review ShipHero’s Basic and Advanced Printer Troubleshooting steps.

• Mac users: Confirm the CUPS network printing service is enabled.

4. Product Barcode Settings in ShipHero

In ShipHero Web:

1. Go to My Account > Settings > Product Settings.

2. Under Product Barcode, verify:

   • Barcode Orientation is set correctly (portrait or landscape).

   • Barcode Width and Barcode Height match your label size.

   • Adjust barcode elements to the label is selected if needed.

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B. Barcode Font Too Small

If the barcode and/or text is too small on printed labels:

1. Go to My Account > Settings > Product Settings.

2. Under Product Barcode, adjust:

   • Barcode Width

   • Barcode Height

3. Print a test label and tweak until the barcode is readable and fits the label well.

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C. Barcodes Printing Unclear on Mac

If barcodes look blurry or low-quality on macOS:

• This is often due to the lack of native Zebra drivers for Mac.

• Barcodes may still scan, but print quality can be sub-optimal.

• A common solution is to install a third-party driver or utility designed for label printers on macOS (for example, tools provided by vendors like Peninsula Group).

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When to Contact ShipHero Support

If you’ve followed the relevant troubleshooting steps and still can’t resolve the issue, it’s time to contact ShipHero Support.

Providing detailed information up front will help them resolve your case faster:

With this information, ShipHero Support can more quickly identify whether the root cause is configuration, hardware, or a platform bug, and help Fulfillment Hub USA keep barcode workflows running smoothly.