"An error has occurred on the meter" message when using SendSuite Live and a Connect+ meter

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Products affected: SendSuite® Live, Connect+® 500W, Connect+® 1000, Connect+® 2000, Connect+® 3000, SendPro™ P1000, SendPro™ P1500, SendPro™ P2000, SendPro™ P3000

Issue

When starting a batch, SendSuite Live displays the message "An error has occurred on the meter".

Cause

This can be caused by an error on the meter or a network issue causing the computer and meter to be unable to communicate.

Resolution

  1. Check the meter for errors.
  2. Ensure that the meter is on the Run Mail screen.
  3. On the computer, close Internet Explorer.
  4. Sign in to SendSuite Live but do not load the mailroom project yet.
  5. In Internet Explorer select Tools > SendSuite Live Meter Configuration.
  6. Select the Test SendSuite Live Postal Meter Connection button.
    • If the test is successful, load the mailroom screen and process a batch.
    • If the test fails, reboot the meter and try again. To reboot the Connect+:
    1. Select the Gear from the lower right corner of the home screen.
    2. Select Shut Down from the menu.
    3. Select Shut Down on the pop-up.
    4. Wait for the screen to turn off and the blue light on the front to turn off. This may take several minutes.
    5. After everything has been off for 10 seconds, press the power button to turn the meter back on.
If the issue is still not resolved, contact software support.

UPDATED: February 23, 2021