Troubleshooting the "PB Commerce Cloud Not Found" message with a wired connection on the SendPro C

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Products affected: SendPro® C (2H25)

Issue

The device displays the message "PB Commerce Cloud Not Found".

Cause

Your SendPro C device records transactions and uploads them daily. The device is unable to synchronize this data. Problems with the network connection settings, the physical connections, or a firewall can cause this issue.

Resolution

Restarting the device is the most common solution when you see this message. How you restart the device, however, depends on the protocol the device uses. There are 2 protocols:

  • DHCP
  • Static IP

Before you can troubleshoot the issue, you must first determine which protocol the device uses.

Determine the protocol

  1. Tap Settings on the toolbar.
    settings-icon
  2. Tap Wired.
  3. Check the selected connection type. In this case, DHCP is the connection method.
    dhcp_500x293
  • 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.

Troubleshoot a wired connection that uses DHCP

  1. Select DHCP.
  2. Tap Connect.
  3. If it does not connect, unplug the power cord and the network cable from the back of the device. The screen should turn off after 10 seconds.
  4. Wait 2 minutes.
  5. Plug the power cord back in. Check the wall outlet is functioning correctly. Check the network cable is secure in the network port on the back of the device.
  6. Quickly tap and release the power button to turn the device back on.
  7. Tap the Settings icon in the toolbar.
  8. Tap Wired (Ethernet). Check that DHCP is the connection method.
  9. Tap Connect.

Troubleshoot a wired connection that uses a Static IP protocol

  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 that all the information entered in those fields is correct.
  6. Tap Connect.
  7. Remove the network cable from the back of the device.
  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 device.
  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.

What to do if you are still unable to connect

Contact your IT department or the person who manages the IT settings in your business.

Ask them to verify that the network settings comply with network settings in this article:

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.

UPDATED: 27 April 2021