"Unable to Connect: Please check the Meter is connected. Failed to complete the OpenDevice sequence." in SendSuite Live

Learn how to resolve the error "Unable to Connect: Please check the Meter is connected. Failed to complete the OpenDevice sequence" in SendSuite Live.

Products affected: SendSuite® Live

Issue

When attempting to open a SendSuite® Live Mailroom project, it fails to connect to the meter and displays the following error message:

Unable to Connect: Please check the Meter is connected. Failed to complete the OpenDevice sequence.

Cause

A communication failure has occurred.

Resolution

If this error occurs after applying updates to the meter, reboot the meter by unplugging it, waiting one full minute, and plugging it back in.

Other things to try: Run Internet Explorer with Administrator rights.
Verify with your local IT department that the Connect+ meter has its own static IP address which is dedicated to this device only.

If the issue is not resolved, contact software support.

UPDATED: June 03, 2021