TAPlus handheld will not sync in 4-bay cradle but will sync in single USB cradle for SendSuite Arrival

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Products affected: SendSuite® Arrival®, TAPlus, all Tracking Assistants

Issue

A TAPlus handheld Tracking Assistant will not sync in a 4-bay cradle, but will sync in a single USB cradle.

Cause

This is usually caused by a network configuration issue, such as ports being blocked by a firewall or an incorrect IP address.

Resolution

Follow these steps to ensure that your firewall is not blocking the SendSuite® Arrival® ports or files:

For SendSuite Arrival version 9.32 or lower, unblock:
  • C:\Program Files\ArrivalComponents\PATHFINDER\SBS-Pathfinder\sbspw31.exe
  • Port 5101
For SendSuite Arrival version 9.50 through 9.61 unblock:
  • C:\Program Files\ArrivalComponents\PATHFINDER34\SBS-Pathfinder\dpxag34.exe
  • C:\Program Files\ArrivalComponents\PATHFINDER34\SBS-Pathfinder\dppws34.exe
  • Port 5102
For SendSuite Arrival version 9.70 or higher unblock:
  • C:\Program Files\ArrivalComponents\PATHFINDER34\SBS-Pathfinder\dpxag34.exe
  • C:\Program Files\ArrivalComponents\PATHFINDER34\SBS-Pathfinder\dppws34.exe
  • Port 80


Depending upon your network configuration, your Tracking Assistant may use DHCP or may require a static IP address. If you have more than one Tracking Assistant, you can determine which method they use by reviewing the configuration of one of the working units. For assistance, consult with your IT department or contact Pitney Bowes software support.
 

If the Tracking Assistant is using DHCP, it may have lost the network connection. To renew the connection, reboot the Tracking Assistant while it is in the cradle, then re-sync it:
  • For J models, press and hold the 7, 9, and power buttons for about 4 seconds until the screen goes black or blank.
  • For T models, press and hold the power button for about 4 seconds until the screen goes black or blank.
Note: To determine the Tracking Assistant model, look at the Pitney Bowes sticker on the back of the Tracking Assistant.
 

If the Tracking Assistant requires a static IP address, you will need to obtain the address from your IT department and assign it to the device. For details, see Assigning a static IP address to a handheld Tracking Assistant .

If the issue is still not resolved, contact software support.

UPDATED: February 18, 2021