"Root element is missing" or "The underlying connection was closed" message when rating API carriers in SendPro Enterprise

Learn how to resolve the message "Root element is missing" or "The underlying connection was closed" when rating API carriers in SendPro Enterprise.
Products affected: SendPro® Enterprise

Issue

When trying to rate with API carriers, the message "Root element is missing" or "The underlying connection was closed: Could not establish trust relationship for the SSL/TLS secure channel" is displayed.

Cause

There may be an issue with the Internet Information Services (IIS) Identity User.

Resolution

SendPro Enterprise subscribers (hosted in the Pitney Bowes cloud)

If you are a SendPro Enterprise subscriber, contact Pitney Bowes Software Support.

If you are a SendPro Enterprise subscriber, your SendPro Enterprise address is https://name.sendproenterprise.com, where name is your organization's unique value.

SendPro Enterprise licensed users (not hosted in the Pitney Bowes cloud)

If you are a SendPro Enterprise licensed user, try changing the IIS Identity User:

  1. On the Server, open Internet Information Services (IIS).
  2. Expand to Application Pools.
  3. Select the Application Pool.
  4. Open Advanced Settings.
  5. Change the Name to a local Windows Administrator account.
  6. Click OK.
  7. Right-click the Application Pool and choose Recycle.
  8. Reload in a browser and test.

If you need further assistance, please contact us.

UPDATED: March 11, 2022

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