Sync will not start on handheld Tracking Assistant used with SendSuite Arrival and SendSuite Tracking

Learn how to resolve when the sync process fails to start on a handheld Tracking Assistant.
Products affected: SendSuite® Tracking, SendSuite® Arrival®, TAPlus handheld Tracking Assistant


When attempting to sync a Tracking Assistant, the sync process does not start.


This issue can be caused by a number of factors:
  • Network security policies
  • Server services not running
  • Incorrect Tracking Assistant settings
  • Windows firewall or User Account Control settings


  1. Restart the Tracking Assistant, then try syncing again:
    • For T models: Press and the hold the power button for about 10 seconds or until the screen goes black or blank.
    • For J models: Press and hold the 79, and power buttons at the same time.
  2. Reinstall the Tracking Assistant TAPlus program, then try syncing again:
    1. Select Tools > Exit to OS.
    2. Select Windows Mobile Device Center > Programs and Services > More > Add/Remove Programs.
    3. Uncheck the Pitney Bowes TAPlussqlce and symbol boxes.
    4. Select OK.
    5. Select Windows Mobile Device Center > Programs and Services > More > Add/Remove Programs.
    6. Check the Pitney Bowes TAPlussqlce and symbol boxes. If the software is not found, run the TAPlus.exe installer available from your ClientSetup SendSuite Tracking page.
  3. If the Tracking Assistant still does not sync, try lowering the computer's Windows User Account Control settings:
    1. Select Windows Start > Control Panel > User Accounts > Change User Account Control settings.
    2. Drag the slider lower.
    3. Select OK.
    4. Try syncing again.
    5. If the Tracking Assistant can complete a sync with a lower User Account Control setting, raise the level back to its previous setting, then contact your local computer administrator/IT support to discuss the issue.
If the Tracking Assistant continues to experience syncing problems, contact software support.

UPDATED: 14 August 2021