"PB Commerce Cloud Not Found" message on the SendPro C, SendPro+

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Products affected: SendPro C/SendPro+

Issue

Unable to sync transaction data due to connection related issues.

Cause

Network connection issues may be caused by problems with the settings, the physical connections, or a firewall.

Resolution

For information about the connection settings required on your network, contact your IT department. Select your connection type:

 

Wired connection

First, determine the type of wireless connection:

  1. Tap the Settings (gear) icon in the global toolbar.
  2. Tap Wired.
  3. Check to see which connection type is selected.
  4. If your connection type is DHCP, follow the steps below under DHCP. If your connection type is Static IP, follow the steps below under Static IP.

DHCP

  1. Select DHCP.
  2. Tap Connect.
  3. If it does not connect, unplug the power cable and the Ethernet cable from the back of the meter. The screen should turn off after 10 seconds.
  4. Wait 2 minutes.
  5. Plug the power cable and the Ethernet cable back in, ensuring that the power cable is plugged directly into a wall outlet and the Ethernet cable is plugged securely in the Ethernet port available on the back of the meter.
  6. Quickly tap and release the power button to turn the meter back on.
  7. Tap the Settings (gear) icon in the global toolbar.
  8. Tap Wired (Ethernet) and make sure DHCP is selected.
  9. Tap Connect.

Static IP

  1. Select Static IP.
  2. Make a note of the IP Address, Netmask, Gateway and DNS Address.
  3. Tap Connect.
  4. Scroll down to IP Address, Netmask, Gateway and DNS Address.
  5. Verify all the information entered in those fields is correct.
  6. Tap Connect.
  7. Remove the network cable from the back of the meter.
  8. Tap the Connect button. The device will try to connect. Wait until the connection fails.
  9. Plug the network cable back into the back of the meter.
  10. Delete the values in the IP Address, Netmask, Gateway, and DNS Address boxes.
  11. Enter the IP Address, Netmask, Gateway, and DNS Address that you noted in step 2.
  12. Tap Connect.
  13. Tap in the DNS Address box.
  14. Press backspace to delete the DNS address.
  15. Enter the DNS Address that you noted in step 2.
  16. Tap Connect.

Wireless (WiFi) connection

These steps are for connections that use DHCP. If your wireless connection requires a static IP address, contact your IT department. Only perform these steps if you know the password for your WiFi network.

  1. Tap the Settings (gear) icon in the global toolbar.
  2. Tap Wi-Fi and a list of all the available networks displays.
  3. Tap the network you want to delete and the details of the network appear.
  4. Tap the Forget button to delete the connection.
  5. Turn off the Wi-Fi by sliding the toggle to the left.
  6. Unplug the meter from the power.
  7. Wait 10 seconds.
  8. Plug the power cable back in.
  9. Tap the power button.
  10. Tap the Settings (gear) icon in the global toolbar.
  11. Tap Wi-Fi.
  12. Turn on the Wi-Fi by sliding the toggle to the right.
  13. Tap on the name of your Wi-Fi network.
  14. Enter the Wi-Fi network password.
  15. Tap Connect.

If this does not correct the issue:

  1. Tap the Settings (gear) icon in the global toolbar.
  2. Tap Wi-Fi and a list of all the available networks displays.
  3. Tap the network you want to delete and the details of the network appear.
  4. Tap the Forget button to delete the connection.
  5. Turn off the Wi-Fi by sliding the toggle to the left.
  6. Tap the Settings (gear) icon in the global toolbar.
  7. Tap (Wired) Ethernet with no Ethernet cable connected. Tap Connect.

    1. Check if the IP address is showing all zeroes on the connecting to Network Screen.

  8. Wait for the message "Unable to Connect to the Internet".
  9. Tap settings (gear) icon in the global toolbar.
  10. Tap Wi-Fi.
  11. Turn on the Wi-Fi by sliding the toggle to the right.
  12. Tap on the name of your Wi-Fi network.
  13. Enter the Wi-Fi network password.
  14. Tap Connect.

If you are unable to connect to the internet, ask your IT department or internet provider to check the internet settings before you contact Pitney Bowes. If you still need assistance, please use the Contact Us options below.

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UPDATED: 04 June 2021