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

Print this support article
Products affected: SendSuiteĀ® Live


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).


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


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