Wired network connection issues on the SendPro C, SendPro+

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Products affected: SendPro® C, SendPro®+ (2H20)

Issue

  • The device is not connecting to the data server via a wired network connection.
  • The device displays the message "Unable to resolve host" or "Unable to resolve api.pitneybowes.com/gb".
  • The device displays the message "Failed to Update Please Contact Pitney Bowes"

Note: If you are experiencing issues with a wireless (Wi-Fi) network connection, see the topic Wireless (Wi-Fi) connection

Cause

Problems with the settings, the wired connection, or a firewall can cause network connection issues.

Resolution

To troubleshoot issues with a wired network connection, follow the steps in each section below.

Solution 1: Restart the device

  1. Unplug the power cord and the network cable. The screen should turn off after 10 seconds.
  2. Wait two minutes.
  3. Plug the power cord directly back into a wall outlet. Check that the wall outlet is functioning correctly.
  4. Quickly tap and release the power button to turn the device back on.
  5. Once the device turns back on, plug the network cable back in.
  6. Wait one minute, then try the network connection again.

Solution 2: Check the physical connection

  1. Do not connect the device to a phone line or to a computer with PC Meter Connect. This device does not support those connection types.
  2. Make sure that the network cable is secure in the back of the device. You should hear a soft click when it is fully inserted.
  3. Check the LED lights located on the back of the device where the network cable plugs in. These lights should become lit within one minute of turning on the device and indicate the status of the connection.
    • If the lights are off:
      1. Check the other end of the network cable. Is it connected to an active router or wall jack?
      2. Install a different cable. Contact technical support if no lights appear. Please have your model and serial number ready.
    • If both the top (green) and the bottom (orange/amber) network card LEDs flicker constantly (even when the device is asleep), the connection is active. If you see these lights but the device is still not connecting, proceed to solution 3.
    • If you see any other light pattern, proceed to solution 3.

Solution 3: Check the network settings

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

If you wish the device to get an IP address automatically and do not need a static IP address:

  1. Tap the Settings icon on the toolbar.
  2. Tap Wired (Ethernet).
  3. Select the Connection Type DHCP.
  4. Tap Connect.

If you need to set the device to a static IP address:

  1. Tap the Settings icon on the toolbar.
  2. Tap Wired (Ethernet).
  3. Select the Connection Type Static IP.
  4. Enter the IP address, Netmask, Gateway, and DNS Address. Contact your IT department for this information.

If you need to set a proxy server:

  1. Tap the Settings icon on the toolbar.
  2. Tap Wired (Ethernet).
  3. Tap Proxy setting.
  4. Enter the proxy server information. Contact your IT department for this information.

Solution 4: Check for firewall issues

Your network firewall may be blocking ports or addresses that the device requires to function properly. Contact your IT department for assistance if needed.

Solution 5: Try Wi-Fi

If available, try a wireless (Wi-Fi) connection instead. Refer to Setting up a wireless (WiFi) network connection .

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

Related topics

 

UPDATED: 24 February 2021