Wireless (Wi-Fi) connection issues on the SendPro C Lite, SendPro C, SendPro+, SendPro C Auto

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Products affected: SendPro® C Lite, SendPro® C, SendPro®+, SendPro® C Auto  (2H00, 8H00, 9H00)

Issue

  • The device is not connecting to the Pitney Bowes Data Center via a wireless (Wi-Fi) connection.
  • The device may display any of the following messages:
    • "Error Unable to resolve host"
    • "Unable to resolve api.pitneybowes.com/us"
    • "Failed to Update Please Contact Pitney Bowes"

If you are experiencing issues with a wired network connection, see Wired network connection issues.

Check on the power button. If it is blinking blue, see Flashing blue, red, or white power light on the SendPro C, SendPro+.

Cause

Problems with the settings, the wireless connection, or a firewall may cause network connection issues.

Resolution

To troubleshoot issues with a Wi-Fi connection, follow the steps in each section below.

Solution 1: Restart the device

  1. Unplug the power cord. The screen should turn off after 10 seconds.
  2. Wait 2 minutes.
  3. Plug the power cord directly back into a wall outlet. Check that the wall outlet is functioning correctly.
  4. Quickly tap and release the power button to turn the device back on.

Solution 2: Check the wireless signal strength

Check the signal strength with the Wi-Fi gauge.
wifi-icon

Performance can reduce or become intermittent if you see fewer than two bars. Physical barriers such as walls and doors can downgrade wireless signals. Also, interference from other devices such as microwaves, cordless phones, and other Wi-Fi networks can cause issues.

Some tips to increase wireless signal strength:

  • Relocate the device or your wireless access point so that they are closer together.
  • Turn off or move other devices that may be interfering with the signal.
  • Select another internal Wi-Fi network if one is available.

Solution 3: Check the network settings

For information about the connection settings required on your network, contact your IT department or service provider.

If you want the device to get an IP address automatically and do not need a static IP address:

  1. Turn Wi-Fi off.
    1. Tap Settings.
    2. Tap Wi-Fi in the Device & Network section.
    3. Move the slider for Wi-Fi all the way to the left so that it says Off.
  2. Restart the device.
  3. Turn Wi-Fi back on.
  4. Forget the currently connected network:
    1. Tap Settings.
    2. Tap Wi-Fi in the Device & Network section.
    3. Select the current network.
    4. Tap Forget.
  5. Re-enter the Wi-Fi password for your network.
  6. Tap Connect.
    • Make sure you are connecting to the correct Wi-Fi network.
    • Make sure you have the correct Wi-Fi password and identity if required.

If you need to set an EAP Method, proxy server, or change between DHCP and static IP addresses, tap Advanced Options. If Advanced Options does not appear, tap Forget instead, then tap your network name after the Wi-Fi name list appears.

Solution 4: Try a different wireless network

Your wireless network security or signal strength may be preventing communication. Try choosing a different wireless network such as a guest network or a cellular hotspot.

  1. Forget the currently connected network:
    1. Tap the Settings icon in the toolbar.
    2. Tap Wi-Fi in the Device & Network section.
    3. Select the current network.
    4. Tap the Forget button.
  2. Setup another network.
    1. Choose your Wi-Fi network from the list. Tap Add Network if your Wi-Fi network does not appear.
    2. Enter your Wi-Fi password.
      Tip: Use the show password option to make sure that you enter your password correctly.

Solution 5: Check for firewall issues

Your network firewall may be blocking ports or addresses that the device requires to function properly. Contact your IT department for assistance if needed.

Solution 6: Try a wired connection

If available, try a wired connection instead. See Setting up a wired network connection

If you are unable to connect to the internet, ask your IT department or internet provider to check the internet settings before you contact Pitney Bowes. If you still need assistance, please use the Contact Us options below.

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UPDATED: November 10, 2021