SendPro C, SendPro+ Support
2H20, R2H20, R2H20M, R1H20C, 1H20C, R1H20CMFind solutions
Top Articles
Install & Setup
Using Your Product
Fixing & Maintenance
Postage
Reporting, History & Accounting
Top Articles
If you see the error "Clear Paper Jam," an envelope or label may be stuck in the transport deck.
If you use Special Delivery rates, your device prints a tracking barcode. You can then track your mail via the Royal Mail website.
Replace the ink cartridge when the low ink warning appears. This ensures your device is in optimal working condition.
If you use Signed For rates, your device prints a tracking barcode. You can then track your mail via the Royal Mail website.
Installation, Setting Up & Drivers
Replace the ink cartridge when the low ink warning appears. This ensures your device is in optimal working condition.
Move your device safely, whether you are moving it across the room or to a new facility.
You may need to install a new printhead when the existing printhead is producing poor print quality.
Install an external scale if you send large volumes of mail such as parcels and packages.
Install a scale if you did not install one when you installed your device. Your device contains step-by-step installation instructions for compatible scales.
If you are installing a SendPro C, SendPro+ for the very first time, follow these instructions.
Network & Connectivity
If you're getting a "PB Commerce Cloud Not Found" message with a wireless connection on your device, there may be a problem with your network connection or firewall.
If you see the “PB Commerce Cloud Not Found” message and you have a wired connection, try restarting the device to reset the connection.
The device is unable to sync transaction data. This may be caused by problems with the network connection settings, the physical connections, or a firewall.
Answer a few questions to be guided to the correct solution for your specific SendPro C, SendPro+ connection problem.
You can connect your device via a wireless network connection.
Forget a network if you do not want your device to automatically connect to a network or you need to resolve a wireless network issue.
The MAC address is the network identifier for the device. IT uses it to allow the device onto the network.
A Proxy server is a computer that acts as a gateway between your local network, your device, and the internet.
Problems with the settings, the wireless connection, or a firewall can cause network connection issues.
Check your device has access to all the required internet services by using the network checking app.
Add a network when you want to connect using Wi-Fi and your network is not present in the Wi-Fi list.
Problems with the settings, the wired connection, or a firewall may cause network connection issues.
Use these network requirements to prepare your IT and local network environment for connecting your SendPro C, SendPro+, SendPro C Auto device to the internet.
Use a network cable to connect your device to the Pitney Bowes Data Centre with a wired connection.
Features & Settings
The default preset timer will reset your device to your most commonly-used settings.
Check your funds for printing postage on your device at any time.
Your device creates a series of system logs that monitor a variety of operations on your device. Pitney Bowes Technical Support may ask you to upload one or more of these logs.
Email a tracking number for each new shipping label automatically.
Enable the label options setting to view the label options screen while printing a shipping label.
You can prevent shipping labels printing over a certain amount by setting a transaction limit.
Reset the piece counter to delete the piece count information.
Select a preset to quickly select a commonly-used group of settings.
Use the toolbar to view and change settings for your device.
A preset is a set of commonly-used settings saved as a template that you can use to more quickly select the same settings in the future.
As well as printing postage, your device uses other ways to print and feed mail. Tap Print Mode in the Envelope Printing app to see the available options.
Add presets to store commonly-used parcel information. Presets are ideal for repeat parcels that use the same attributes such as weight, dimensions, carrier and class services.
Add presets to save your most frequently used settings to use time and time again.
Set the brightness of the display to suit your work space.
Advance the date to print postage up to thirty days before you need to send it
Create a security PIN to prevent unauthorised use of your device.
Delete a preset when you no longer use this group of settings on your device.
Rename a preset when you change settings such as an account name or class.
Your device will need refills of sealing solution in order to seal envelopes.
Clean the moistener brush and wick if the moistener tank is full and your envelopes are not sealing properly.
Position envelopes correctly and ensure the moistener tank has enough sealing solution to prevent sealing issues.
Use Seal Only mode to seal envelopes without printing anything.
You can seal envelopes and print postage at the same time with your SendPro C, SendPro+.
Prevent sealing issues by having adequate sealant in the moistener tank, placing the envelope correctly on the feed deck, and maintaining the wick or brush in the moistener.
The date on your franking machine changes to the next day at 5 pm every evening in order to meet Royal Mail requirements.
The Home screen is the first screen you see after switching the device on or if you wake it from sleep mode.
The Envelope Printing app is the starting point for printing postage on an envelope or tape. It also allows you to change what you print.
In order to find the correct information for your device, you need to know the model number.
Familarise yourself with the ports on the back of your device.
Familiarise yourself with the parts of your SendPro C, SendPro+.
Review the specifications of your SendPro C, SendPro+ including the throughput, ink cartridge yield and other component details.
Review the material specifications including the minimum and maximum envelope sizes, envelope stack height and tape size details.
Edit addresses in the Address Book when you want to change any of the address information.
Use the search feature in the Address Book to quickly find an address. This feature is helpful if you have many addresses stored in your Address Book.
Print a shipping label from an address you have selected in the Address Book.
The Address Book app allows you to add, edit, and delete addresses for everyone you ship to.
Edit a sender address by editing it in the shipping Address Book.
Once you add an address to the Address Book app, you can select it when you print shipping labels.
If you need to ship from more than one address, you can add additional sender addresses to the Address Book.
You can delete addresses from the Address Book if you no longer use them. You cannot restore an address if you delete it.
Printing
Replace the ink cartridge when the low ink warning appears. This ensures your device is in optimal working condition.
Check the ink level to ensure you have enough ink in your device.
Use postal approved ink cartridges. Non-postal approved ink cartridges can damage your device.
Mailing & Shipping
For a full list of which services are available please contact Royal Mail.
Download more barcodes if the message "You're out of tracking numbers. Connect Now" appears.
If you use Signed For rates, your device prints a tracking barcode. You can then track your mail via the Royal Mail website.
If you use Special Delivery rates, your device prints a tracking barcode. You can then track your mail via the Royal Mail website.
Email a tracking number for each new shipping label automatically.
Enable the label options setting to view the label options screen while printing a shipping label.
You can prevent shipping labels printing over a certain amount by setting a transaction limit.
Send your letters and small parcels by First Class post. First Class can be an economical way to send your post.
Sign in to print shipping labels. Signing out prevents unauthorised printing of shipping labels.
Enable shipping cost accounts to keep a record of how much you are spending on shipping labels.
Print a shipping label from an address you have selected in the Address Book.
Print shipping labels to receive favourable pricing for Royal Mail and ParcelForce services.
Reprint a shipping label if it does not print correctly.
Use the Shipping History app to find a tracking number for a shipment.
Send your large letters by First Class post. First Class can be an economical way to send your post.
You can view a report showing Special Delivery and Signed For tracking numbers in Inview. You can also export the report in a xls, csv or PDF format.
Add presets to store commonly-used parcel information. Presets are ideal for repeat parcels that use the same attributes such as weight, dimensions, carrier and class services.
Use this process if you need to send mail from the United Kingdom to a different country.
Network & Connectivity
If you're getting a "PB Commerce Cloud Not Found" message with a wireless connection on your device, there may be a problem with your network connection or firewall.
If you see the “PB Commerce Cloud Not Found” message and you have a wired connection, try restarting the device to reset the connection.
The device is unable to sync transaction data. This may be caused by problems with the network connection settings, the physical connections, or a firewall.
Answer a few questions to be guided to the correct solution for your specific SendPro C, SendPro+ connection problem.
You can connect your device via a wireless network connection.
Forget a network if you do not want your device to automatically connect to a network or you need to resolve a wireless network issue.
The MAC address is the network identifier for the device. IT uses it to allow the device onto the network.
A Proxy server is a computer that acts as a gateway between your local network, your device, and the internet.
Problems with the settings, the wireless connection, or a firewall can cause network connection issues.
Check your device has access to all the required internet services by using the network checking app.
Add a network when you want to connect using Wi-Fi and your network is not present in the Wi-Fi list.
Problems with the settings, the wired connection, or a firewall may cause network connection issues.
Use these network requirements to prepare your IT and local network environment for connecting your SendPro C, SendPro+, SendPro C Auto device to the internet.
Use a network cable to connect your device to the Pitney Bowes Data Centre with a wired connection.
Printing
Check your ink, run a test pattern, and clean your printhead to resolve poor print issues
Ensure the cover is closed and clean the printhead to resolve poor print issues.
Ensure that the label printer roll is seated properly when the printer is not printing and flashing a green light.
Print a graphic without printing postage, such as the Received graphic on incoming mail.
Print the date and time to keep a record of when you receive incoming mail.
Print a test pattern to see if the printhead is working properly or if you have enough ink in the cartridge.
As well as printing postage, your device uses other ways to print and feed mail. Tap Print Mode in the Envelope Printing app to see the available options.
The postal frank impression contains components that identify the mailer and the type of mail.
Add a customised text message to print a return address or your own personalised message. Your message must comply with the postal rules for your country.
Advance the date to print postage up to thirty days before you need to send it
Customise your mail by adding a custom logo or standard graphic.
Replace the ink cartridge when the low ink warning appears. This ensures your device is in optimal working condition.
Check the ink level to ensure you have enough ink in your device.
Use postal approved ink cartridges. Non-postal approved ink cartridges can damage your device.
Errors & Troubleshooting
Not ready to print appears because you need to clear a jam, check the ink or printhead, select an account or upload transactions.
Upload your transactions when you see the "Transaction upload due" message.
If the "No PSD" message appears and the device will not function, disconnect your network connection, reboot the device, upload your data and perform a postage refill.
If you see the error "Clear Paper Jam," an envelope or label may be stuck in the transport deck.
Upload your transactions when you see the "Transaction log upload required" message.
If you see the message "Sync your data," it may mean that your system has been offline and has not uploaded your envelope printing transactions recently. It could also mean that you are experiencing connection issues.
Please contact us if the message "Ink waste pad is almost full" appears.
Applies to SendPro C, SendPro+
Signing out of Parcel Shipping then restarting your device can resolve the "Oops! Something went wrong" message.
If the power light is flashing blue, red, or white and the device is not working, you may be able to clear the error by restarting the device.
Reboot the device if the postage balance shows "reading."
The SendPro C, SendPro+, SendPro C Auto is turned off or does not have power.
For a full list of which services are available please contact Royal Mail.
Download more barcodes if the message "You're out of tracking numbers. Connect Now" appears.
The red light on the w1110 (1E36, 1E42, 1E46) label printer is on and it will not print.
If errors RA00, RA01, RA02, RA09, DL00 or DL01 appear and the device will not print, update your postage balance, reboot your device, and download any software updates.
Check your connections and reboot the device to resolve this issue. The errors BA00 or BA05 appear because the base is disconnected from the tablet.
Ensure that the label printer roll is seated properly when the printer is not printing and flashing a green light.
Reboot the device if the "Shared services has stopped working" message appears.
Reboot your device if error 51 appears.
Some transactions failed to sync on your SendPro C, SendPro+, SendPro C Auto. You may be able to clear the error by restarting your device and synchronizing transactions.
If you see one of these error codes or messages, you may have a network connection issue or you may need to connect to Pitney Bowes.
Ensure you feed envelopes correctly to help prevent feeding problems.
Maintenance
Your device will need refills of sealing solution in order to seal envelopes.
Check the ink level to ensure you have enough ink in your device.
If you clean the print nozzle and you still get a bad test print pattern, try cleaning the printhead.
Clean the moistener brush and wick if the moistener tank is full and your envelopes are not sealing properly.
Print a test pattern to see if the printhead is working properly or if you have enough ink in the cartridge.
Position envelopes correctly and ensure the moistener tank has enough sealing solution to prevent sealing issues.
Use Seal Only mode to seal envelopes without printing anything.
You can seal envelopes and print postage at the same time with your SendPro C, SendPro+.
Prevent sealing issues by having adequate sealant in the moistener tank, placing the envelope correctly on the feed deck, and maintaining the wick or brush in the moistener.
Refilling Postage
If you see the Distributor Busy message appear when trying to refill postage, the device is still communicating with the Pitney Bowes server.
Applies to SendPro C, SendPro+
Print a funds report if you need a report showing the total number of mailpieces sent.
Check your funds for printing postage on your device at any time.
Refill your postage funds for printing postage as soon as you receive a message that your funds are low.
Set the low funds warning to warn you when your available funds for printing postage reaches a certain amount. Use this warning as a reminder to add more postage to your device.
Void a shipping label to cancel it. The funds will be re-credited to your Purchase Power account.
View and print receipts of previous postage refills by using the Print Refill Receipt app.
You can apply to Royal Mail for a refund if your mail is damaged or has been printed incorrectly.
Change the default refill amount to store an amount you want to refill your device with.
Your device automatically uploads your postage printing transactions at least once during the day and once after hours.
Pitney Bowes starts the process of collecting your old franking machine once you receive a new franking machine or cancel your old franking machine.
Rate Change
Your device updates postal rates and software automatically. Keep your device turned on and connected to the internet to receive automatic updates.
Reporting, History & Accounting
You can protect each account from unauthorised access by turning account passwords on.
Edit an account when you want to change the account name, code, description, status or password.
When accounting is enabled on your device, you must select an account before you can print postage.
Setting the account status to inactive prevents anyone from charging postage against it.
Email an account report to keep a record of how much departments or clients have spent on their postage over specific time periods.
Enable shipping cost accounts to keep a record of how much you are spending on shipping labels.
Modify a cost account to activate or deactivate a cost account, set a default cost account, or modify the description for the cost account.
Set the reporting period of an account report by setting its start and end dates.
Set the account report preferences to determine what level of accounts are reported on (Account, Sub account or Sub sub account).
Run account reports to show how you spent your postage for a specific account or for all accounts over various time periods.
Use Shipping Cost Accounts to charge back costs for printing shipping labels.
You can use the accounting feature to track the postage that departments or individuals within your organisation use.
Add Shipping Label Cost Accounts to record shipping label usage by department.
Add accounts to record Envelope Printing usage by department.
Use INVIEW™ Total Meter Reporting to help you run reports to analyse your postage use.
If you apply postage to an account you cannot delete the account. You can only make the account inactive.
View the total amount you have spent on postage and the total number of pieces printed.
You can view a report showing Special Delivery and Signed For tracking numbers in Inview. You can also export the report in a xls, csv or PDF format.