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Troubleshooting Frequently Asked Questions (FAQ) for IntelliLink Desktop

UPDATED: February 14, 2017

Products affected: IntelliLink™, Ascent™, SendSuite® Xpress, MeterNet, Business Manager

Will IntelliLink Desktop update all of my Pitney Bowes software products?
IntelliLink Desktop only updates Pitney Bowes products that are IntelliLink Desktop ready. The following Pitney Bowes products are supported:

  • Ascent
  • SendSuite Xpress
  • MeterNet
  • Business Manager

All other products continue to be updated using the standard process.


I have a problem using IntelliLink Desktop, what do I do?
Some of the most common issues you are likely to encounter include:


>Unable to connect to Pitney Bowes

What does it mean?:  You may have a server outage or a network issue.

Resolution: This is probably a temporary situation. Try to connect again later. If the situation does not resolve itself in a timely manner, contact the Pitney Bowes Support Center.


>Insufficient space

What does it mean?: You may have too little local drive space.

Resolution: Try one of these tips:

  • Change the download folder on the Settings screen to another hard drive with more space
  • Delete unnecessary files from the hard disk where the download folder resides
  • Empty the recycle bin


>Failure during download

What does it mean?: You may have network issues.

Resolution: IntelliLink Desktop automatically attempts to retry the download. If after retrying it still cannot complete the download, an error message displays. Try downloading again at a later time. Contact your IT group if you suspect a network issue.


>Download taking too long

What does it mean?: You may have network issues.

Resolution: The download speed of IntelliLink Desktop is limited by your network that it is connected to. If downloads take too long, schedule them to occur at a different time. Scheduling can be done using the Settings tab of the IntelliLink Desktop user interface.


>Download validation fails

What does it mean?: You may have corrupted update files.

Resolution: IntelliLink Desktop will confirm that the update has not been corrupted after the download. If the download is corrupt, an error message will display to notify the user that the update must be downloaded again.


>Installation of updates fails

What does it mean?: This can be caused by various reasons.

Resolution: IntelliLink Desktop will allow you to try the installation again. Ensure that your Pitney Bowes product is in the correct state prior to running the installation of the update.

 

>Scan for Products is not finding your product:

What does it mean?: IntelliLink Desktop can’t find the required information about your product.

Resolution: Retry the Scan for Products. If the problem persists, contact the Pitney Bowes Support Center.

 

>Check for Updates/Scan for Products is having trouble finding your Ascent/Xpress network installation

What does it mean?: The product interface that determines the latest Ascent/Xpress data can’t access some of the files on the mapped drive or network share.

Resolution: Change the ‘Log On‘ settings for the IntelliLink Desktop service to a user account that has access to the network share instead of the Local System account.


>Application does not start properly

What does it mean?: IntelliLink Desktop is having trouble starting when the user logs in.

Resolution: This could be related to the specific user account. If UAC (user account control) is enabled on a machine, have your IT group disable it, or have them set the IntelliLink Desktop user interface (\Program Files\IntelliLink Desktop\Bin\IDGUI.exe) to always run as administrator.


IntelliLink Desktop is returning an error code, what do I do?

>Error Code 101
"The application could not communicate with Pitney Bowes while configuring IntelliLink Desktop. Verify network connectivity. If this persists, reference error 101 in the troubleshooting link under the Support tab."

What does it mean?:  A Pitney Bowes server could not be contacted while trying to obtain a serial number for IntelliLink Desktop.

Resolution:

  • IntelliLink Desktop will still function and offer updates for your system if this error occurs.
  • The next time the IntelliLink Desktop service is restarted, an attempt to obtain the serial number will be made again.
  • Possibly related to network connectivity issues with the Pitney Bowes servers.
  • Ensure proper network connections of machine running IntelliLink Desktop.
  • A PROXY server might be required for Internet access. Verify this with your IT department.
  • If a PROXY server is required, this information needs to be entered on the IntelliLink Desktop settings page.
  • The Pitney Bowes server might be experiencing issues.


>Error Code 102
"Cannot communicate with Pitney Bowes. The application will automatically retry. If this persists, reference error 102 in the troubleshooting link under the Support tab."

What does it mean?: The network connection could have been lost during the download of an update. Ensure network connectivity of the machine running IntelliLink Desktop.

Resolution:

  • IntelliLink Desktop will automatically attempt 5 retries of the download over a period of time. If the download still fails after the 5th retry, the download will be marked as failed and a re-download can be attempted.
  • If the problem persists, call the Pitney Bowes Support Center.
  • Automatic retry of interrupted download:
    • After a 50 second timeout has passed during a download, 5 attempts will be made at retrying the download:
    • 1st retry attempted after (1) minute.
    • 2nd retry attempted after (1) minute.
    • 3rd retry attempted after (5) minutes.
    • 4th retry attempted after (30) minutes.
    • 5th retry attempted after (60) minutes.


>Error Code 103
"The application could not communicate with Pitney Bowes while checking for updates. Verify network connectivity. If this persists, reference error 103 in the troubleshooting link under the Support tab.”

What does it mean?:  No network connectivity to Pitney Bowes servers.

Resolution:

  • Ensure proper network connections.
  • A PROXY server might be required for Internet access. Verify this with your IT department.
  • If a PROXY server is required, this information needs to be entered on the IntelliLink Desktop settings page.
  • The Pitney Bowes server might be experiencing issues.


>Error Code 201
"The connection to the IntelliLink Desktop Windows service has been lost. Attempting to reconnect. If this persists, reference error 201 in the troubleshooting link under the Support tab."

What does it mean?: The IntelliLink Desktop User Interface has lost its connection to the Windows service.

Resolution:

  • The Intellilink Desktop User Interface will automatically attempt to the reconnect to the service.
  • Check the status of the “IntelliLink Desktop” service using Services Panel. Attempt to start the service is if it not started.
  • If the problem persists, call the Pitney Bowes Support Center.


>Error Code 501
"The IntelliLink Desktop Application encountered a problem. If this persists, reference error 501 in the troubleshooting link under the Support tab.”

What does it mean?: This is a general error.

Resolution: If the problem persists, call the Pitney Bowes Support Center.


>Error Code 504
"Unable to retrieve product information for ‘product name’. If this persists, reference error 504 in the troubleshooting link under the Support tab."

What does it mean?: The software component responsible for identifying the presence of Pitney Bowes products has returned an error.

Resolution: If the problem persists, call the Pitney Bowes Support Center.


>Error Code 505
"A problem occurred while scanning for product ‘product name’. If this persists, reference error 505 in the troubleshooting link under the Support tab."

What does it mean?: The software component responsible for identifying the presence of Pitney Bowes products has returned an error.

Resolution:

  • Attempt to scan for products again.
  • If the problem persists, call the Pitney Bowes Support Center.


>Error Code 506
"A problem occurred while checking for updates for product ‘product name’. If this persists, reference error 506 in the troubleshooting link under the Support tab."

What does it mean?: This may be a setup issue with the update on the Pitney Bowes servers or a problem retrieving information about your product. Pitney Bowes has been notified. try again later.

Resolution: If the problem persists, call the Pitney Bowes Support Center.


>Error Code 507
"Unable to retrieve product information for ‘product name’. If this persists, reference error 507 in the troubleshooting link under the Support tab.”

What does it mean?: IntelliLink Desktop was unable to read a configuration file during processing.

Resolution: If the problem persists, call the Pitney Bowes Support Center.


>Error Code 508
"Unable to retrieve product information for ‘product name’. If this persists, reference error 508 in the troubleshooting link under the Support tab.”

What does it mean?: IntelliLink Desktop was unable to launch the software component responsible for identifying the presence of Pitney Bowes products.

Resolution:

  • This may be a Windows permission issue. Confirm with your IT department and try the check for updates again.
  • If the problem persists, call the Pitney Bowes Support Center.


>Error Code 509
"A problem occurred while scanning for product ‘product name’. If this persists, reference error 509 in the troubleshooting link under the Support tab."

What does it mean?: There is a setup issue with the update on the Pitney Bowes servers.

Resolution:

  • Pitney Bowes is addressing the issue. Try again later.
  • If the problem persists, call the Pitney Bowes Support Center.


>Error Code 510
"A problem occurred while checking for updates for product ‘product name’. If this persists, reference error 510 in the troubleshooting link under the Support tab."

What does it mean?: The software component responsible for identifying the presence of Pitney Bowes products has returned an error.

Resolution:

  • Try the check for updates again.
  • If the problem persists, call the Pitney Bowes Support Center.


>Error Code 601
"A problem occurred configuring IntelliLink Desktop. If this persists, reference error 601 in the troubleshooting link under the Support tab.”

What does it mean?: IntelliLink Desktop had trouble obtaining a serial number from Pitney Bowes.

Resolution:

  • IntelliLink desktop can still run and offer updates for your system if this error occurs.
  • Have your IT department confirm your Windows account has permission to write to the Windows registry
  • Have your IT department confirm your system can access the Pitney Bowes servers defined in the Technical Information Guide


>Error Code 701
“Not yet connected to the IntelliLink Desktop Windows service. If this persists, reference error 701 in the troubleshooting link under the Support tab.”

What does it mean?: The IntelliLink desktop User Interface can’t connect to the IntelliLink Desktop Windows service.

Resolution:

  • The Windows service might not have started properly.
  • Check the status of the “IntelliLink Desktop” service using Control Panel. Attempt to start the service is if it not started.
  • If the problem persists, call the Pitney Bowes Support Center.


>Error Code 702
"There was a problem reading and or writing to the registry. If this persists, reference error 702 in the troubleshooting link under the Support tab.”

What does it mean?: IntelliLink Desktop can’t Read or Write to the registry as required.

Resolution: Local system account permissions might be the cause.


>Error Code 703
"IntelliLink Desktop could not write ta log file. If this persists, reference error 703 in the troubleshooting link under the Support tab."

What does it mean?: The permission of the Local system account is not allowing write access to the disk.

Resolution:

  • The data files being written to reside in the following folder for most operating systems:
    • C:\ProgramData\IntelliLink Desktop\Logs
  • For Windows XP / Windows 2003 server the path is:
    • C:\Documents and Settings\AllUsers\Application Data\IntelliLink Desktop\Logs


>Error Code 801
"There was a problem retrieving data for the update. If this persists, reference error 801 in the troubleshooting link under the Support tab.”

What does it mean?: There is a setup issue with the update on the Pitney Bowes servers.

Resolution:

  • Pitney Bowes is addressing the issue. try again later.
  • If the problem persists, call the Pitney Bowes Support Center.


>Error Code 802
"A problem occurred while downloading an update. If this persists, reference error 802 in the troubleshooting link under the Support tab.”

What does it mean?: The network connection could have been lost during the download of the update and all attempts to retry the download have subsequently failed.

Resolution:

  • Ensure network connectivity of machine running IntelliLink Desktop.
  • There could be a possible firewall issue reaching Amazon. Verify this with your IT department.
  • Attempt to re-download the update.


>Error Code 803
"A problem occurred while downloading an update. If this persists, reference error 803 in the troubleshooting link under the Support tab.”

What does it mean?: There is a setup issue with the update on the Pitney Bowes servers.

Resolution:

  • Pitney Bowes is addressing the issue. try again later.
  • If the problem persists, call the Pitney Bowes Support Center.


>Error Code 804
"There was a problem downloading file(s). If this persists, reference error 804 in the troubleshooting link under the Support tab.”

What does it mean?: There is a setup issue with the update on the Pitney Bowes servers.

Resolution:

  • Pitney Bowes is addressing the issue. try again later.
  • If the problem persists, call the Pitney Bowes Support Center.


>Error Code 806
"A problem occurred while processing the update. If this persists, reference error 806 in the troubleshooting link under the Support tab."

What does it mean?: IntelliLink Desktop was unable to unpack the update that was downloaded.

Resolution:

  • Attempt to re-download the update
  • If the problem persists, call the Pitney Bowes Support Center.


>Error Code 807
"A problem occurred while processing the update. If this persists, reference error 807 in the troubleshooting link under the Support tab."

What does it mean?: The unpack operation failed. The .zip file associated with the update was not found.

Resolution:

  • Attempt to re-download the update.
  • If the problem persists, call the Pitney Bowes Support Center.


>Error Code 808
"A problem occurred while processing the update. If this persists, reference error 808 in the troubleshooting link under the Support tab."

What does it mean?: IntelliLink Desktop was unable to validate the update that was downloaded.

Resolution:

  • Attempt to re-download the update.
  • If the problem persists, call the Pitney Bowes Support Center.


>Error Code 809
"A problem occurred while validating the downloaded files. If this persists, reference error 809 in the troubleshooting link under the Support tab."

What does it mean?: The downloaded update fails to verify.

Resolution:

  • It could have been possibly corrupted during the download process.
  • Attempt to re-download the update.
  • If the problem persists, call the Pitney Bowes Support Center.


>Error Code 810
"A problem occurred with the configuration data for this update. If this persists, reference error 810 in the troubleshooting link under the Support tab.”

What does it mean?: There is a setup issue with the update on the Pitney Bowes servers.

Resolution:

  • Pitney Bowes is addressing the issue. try again later.
  • If the problem persists, call the Pitney Bowes Support Center.


>Error Code 811
"There was a problem retrieving data for the update. If this persists, reference error 811 in the troubleshooting link under the Support tab."

What does it mean?: There is a setup issue with the update on the Pitney Bowes servers.

Resolution:

  • Pitney Bowes is addressing the issue. try again later.
  • If the problem persists, call the Pitney Bowes Support Center.


>Error Code 813
"There was a problem preparing to run the installer. If this persists, reference error 813 in the troubleshooting link under the Support tab.”

What does it mean?: The downloaded installer can’t be launched.

Resolution:

  • The downloaded installer might have been renamed or deleted from the download folder.
  • Attempt to re-download the update.


>Error Code 814
"IntelliLink Desktop could not verify the installation. If this persists after performing a check for updates, reference error 814 in the troubleshooting link under the Support tab.”

What does it mean?: The update that was installed did not update the system as expected (e.g. the version of the component was not updated).

Resolution:

  • Retry the download and installation of the update.
  • If problem persists, call the Pitney Bowes Support Center.


>Error Code 912
"A problem occurred launching the installer. If this persists, reference error 912 in the troubleshooting link under the Support tab.”

What does it mean?: The downloaded installer can’t be launched.

Resolution:

  • The downloaded installer might have been renamed or deleted from the download folder.
  • This error could possibly be a Windows permissions issue.