Connection issues when using a SendPro Cellular device on the SendPro C Lite, SendPro C, SendPro+, SendPro C Auto, SendPro 300, SendPro Mailstation, Connect+ Series and SendPro P

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Products affected: SendPro® C Lite, SendPro® C, SendPro®+, SendPro® C Auto  (2H00, 8H00, 9H00), SendPro® Mailstation, Connect+® 500W, Connect+® 1000, Connect+® 2000, Connect+® 3000, SendPro® P1000, SendPro® P1500, SendPro® P2000, SendPro® P3000
 

Issue

The SendPro Online device is unable to communicate when connected to a SendPro Cellular Connectivity Device.

Cause

  • The SendPro Cellular Connectivity Device is not receiving a cellular signal.
  • The SendPro Cellular Connectivity Device is not communicating with the SendPro Online device.

Resolution

Check the LED lights on the SendPro Cellular Connectivity Device.

  • If there are no LEDs lit, see Solution 1.
  • If the green and orange LEDs at the end of the device are on but the one by the network cable is not, see Solution 2.
  • If the orange LED is not on or is flashing, see Solution 3.

Solution 1: Check power

  1. Plug the power adapter into a functioning wall outlet and the SendPro Cellular Connectivity Device.
  2. Try a different outlet.
  3. Contact Pitney Bowes if the wall outlet is functioning and the device LED will not light up.

Solution 2: Re-establish connection between the SendPro Online device and SendPro Cellular Connectivity Device

  1. Turn off the SendPro Online device.
  2. Unplug power from the SendPro Cellular Connectivity Device.
  3. Turn on the SendPro Online device and wait for it to fully start up.
  4. Check the SendPro Cellular Connectivity Device and the SendPro Online device has a network cable fitted.
  5. Plug in the SendPro Cellular Connectivity Device. The green LED should light up right away.
  6. Wait for the orange light to turn solid. This could take 3 - 5 minutes.
  7. Communication should restore once the orange light turns solid.

Solution 3: Improve reception by moving the SendPro Cellular Connectivity Device

  1. Ensure the SendPro Cellular Connectivity Device is at least 3 feet away from any electric appliance that could cause interference. Microwaves, digital copiers, and Wi-Fi routers are all examples of such appliances.
  2. Move the SendPro Cellular Connectivity Device closer to a window or outside wall. Use a longer network cable. It should meet CAT5 or higher standards. Such standards are not provided by Pitney Bowes.

UPDATED: August 05, 2021