"Carrier did not respond" or "Carrier Failed to Respond" with ConnectShip carriers in SendSuite Live

Learn how to resolve the error "Carrier did not respond" or "Carrier Failed to Respond" with ConnectShip carriers in SendSuite Live.
Products affected: SendSuite® Live

Issue

When attempting to validate using UPS Consolidated, rate a package using a ConnectShip carrier, or otherwise interact with ConnectShip, the error "Carrier did not respond" or "Carrier Failed to Respond" is displayed. This problem started after applying Microsoft updates (after 7/10/2018).

Cause

Recent Microsoft updates have caused the ConnectShip software to not respond.

Resolution

Note: Some of these actions may require assistance from your IT department.
  1. Navigate to the SendSuite Live application server.
  2. Open Internet Information Services (IIS).
  3. Right-click on ProgisticsAppPool and select Advanced Settings.
    1. Click on Identity.
    2. Select Custom Account.
    3. Set User Name = progistics (or other LOCAL administrator) and enter password.
    4. Click OK.
    5. Recycle the app pool.
  4. Expand Sites.
  5. Expand Default Web Site.
  6. Click on the Progistics website:
    1. Double-click on Authentication.
    2. Right-click on Anonymous Authentication and select edit.
    3. Set to Application pool identity.
    4. Click OK.
  7. Reset Internet Information Services (IIS)and test.

Test Criteria

Validate and/or rate a package using a ConnectShip carrier.

Permissions Required
  • Access to SendSuite Live Administration
  • Access to the SendSuite Live application server
  • Knowledge of a local administrator

UPDATED: August 14, 2021

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