Troubleshooting IntelliLink Desktop

Learn how to resolve common IntelliLink Desktop problems and error codes.
Products affected: SendSuite® Xpress, Ascent™, IntelliLink™ Desktop

Unable to connect to Pitney Bowes

Cause

You may have a server outage or a network issue.

Resolution

This is probably a temporary situation. Try to connect again later. If the situation does not resolve itself in a timely manner, contact us.

Insufficient space

Cause

You may have too little local drive space.

Resolution

Try one of these tips:

Change the download folder on the Settings screen to another hard drive with more space

Delete unnecessary files from the hard disk where the download folder resides

Empty the recycle bin

Failure during download

Cause

You may have network issues.

Resolution

IntelliLink Desktop automatically attempts to retry the download. If after retrying it still cannot complete the download, an error message displays. Try downloading again at a later time. Contact your IT group if you suspect a network issue.

Download taking too long

Cause

You may have network issues.

Resolution

The download speed of IntelliLink Desktop is limited by your network that it is connected to. If downloads take too long, schedule them to occur at a different time. Scheduling can be done using the Settings tab of the IntelliLink Desktop user interface.

Download validation fails

Cause

You may have corrupted update files.

Resolution

IntelliLink Desktop will confirm that the update has not been corrupted after the download. If the download is corrupt, an error message will display to notify the user that the update must be downloaded again.

Installation of updates fails

Cause

This can be caused by various reasons.

Resolution

IntelliLink Desktop will allow you to try the installation again. Ensure that your Pitney Bowes product is in the correct state prior to running the installation of the update.

Scan for Products is not finding your product

Cause

IntelliLink Desktop can’t find the required information about your product.

Resolution

Retry the Scan for Products. If the problem persists, contact us.

Check for Updates or Scan for Products is having trouble finding your SendSuite Xpress or Ascent network installation

Cause

The product interface that determines the latest SendSuite Xpress or Ascent data can’t access some of the files on the mapped drive or network share.

Resolution

Change the ‘Log On‘ settings for the IntelliLink Desktop service to a user account that has access to the network share instead of the Local System account.

Application does not start properly

Cause

IntelliLink Desktop is having trouble starting when the user logs in.

Resolution

This could be related to the specific user account. If UAC (user account control) is enabled on a computer, have your IT group disable it, or have them set the IntelliLink Desktop user interface (\Program Files\IntelliLink Desktop\Bin\IDGUI.exe) to always run as administrator.

Error codes

Error Code 101: "The application could not communicate with Pitney Bowes while configuring IntelliLink Desktop. Verify network connectivity.  If this persists, reference error 101 in the troubleshooting link under the Support tab."

Cause

  • A Pitney Bowes server could not be contacted while trying to obtain a serial number for IntelliLink Desktop.
  • This may be related to network connectivity issues with the Pitney Bowes servers.
  • The Pitney Bowes server might be experiencing issues.
  • Your network may require a proxy server for internet access. Verify this with your IT department.

Resolution

  • IntelliLink Desktop will still function and offer updates for your system if this error occurs.
  • The next time the IntelliLink Desktop service is restarted an attempt to obtain the serial number will be made again.
  • Ensure that the computer has a functioning internet connection.
  • If a proxy server is required, enter the information on the IntelliLink Desktop Settings tab.

Error Code 102: "Cannot communicate with Pitney Bowes.  The application will automatically retry. If this persists, reference error 102 in the troubleshooting link under the Support tab."

Cause

The network connection may have been lost during the download of an update.

Resolution

  • Ensure that the computer has a functioning internet connection.
  • IntelliLink Desktop will automatically attempt to retry the download 5 times. If the download still fails, it will be marked as failed.
  • Automatic retry of interrupted download:
    • After a 50-second timeout has passed during a download, 5 more attempts will be made:
    • First retry attempted after 1 minute
    • Second retry attempted after 1 minute
    • Third retry attempted after 5 minutes
    • Fourth retry attempted after 30 minutes
    • Fifth retry attempted after 60 minutes
  • Please try again later. If the problem persists, contact us.

Error Code 103: "The application could not communicate with Pitney Bowes while checking for updates. Verify network connectivity.  If this persists, reference error 103 in the troubleshooting link under the Support tab.”

Cause

  • There is no network connectivity to the Pitney Bowes servers.
  • Your network may require a proxy server for internet access. Verify this with your IT department.
  • The Pitney Bowes server might be experiencing issues.

Resolution

  • Ensure that the computer has a functioning internet connection.
  • If a proxy server is required, enter the information on the IntelliLink Desktop Settings tab.

Error Code 201: "The connection to the IntelliLink Desktop Windows service has been lost. Attempting to reconnect. If this persists, reference error 201 in the troubleshooting link under the Support tab."

Cause

IntelliLink Desktop has lost its connection to the Windows service.

Resolution

  • IntelliLink Desktop will automatically attempt to reconnect to the service.
  • Check the status of the IntelliLink Desktop service in the Windows Services panel. If the service is not started, start it.

Error Code 501: "The IntelliLink Desktop Application encountered a problem. If this persists, reference error 501 in the troubleshooting link under the Support tab.”

Cause

This is a general error.

Resolution

Please try again later. If the problem persists, contact us.

Error Code 504: "Unable to retrieve product information for ‘product name’. If this persists, reference error 504 in the troubleshooting link under the Support tab."

Cause

The software component responsible for identifying the presence of Pitney Bowes products has returned an error.

Resolution

Please try again later. If the problem persists, contact us.

Error Code 505: "A problem occurred while scanning for product ‘product name’. If this persists, reference error 505 in the troubleshooting link under the Support tab."

Cause

The software component responsible for identifying the presence of Pitney Bowes products has returned an error.

Resolution

Attempt to scan for products again.

Error Code 506: "A problem occurred while checking for updates for product ‘product name’. If this persists, reference error 506 in the troubleshooting link under the Support tab."

Cause

There is an issue with the update on the Pitney Bowes servers. There may be a problem retrieving information about your product. Pitney Bowes has been notified.

Resolution

Please try again later. If the problem persists, contact us.

Error Code 507: "Unable to retrieve product information for ‘product name’. If this persists, reference error 507 in the troubleshooting link under the Support tab.”

Cause

IntelliLink Desktop was unable to read a configuration file during processing.

Resolution

Please try again later. If the problem persists, contact us.

Error Code 508: "Unable to retrieve product information for ‘product name’. If this persists, reference error 508 in the troubleshooting link under the Support tab.”

Cause

IntelliLink Desktop was unable to launch the software component responsible for identifying the presence of Pitney Bowes products. This may be a Windows permission issue.

Resolution

Confirm your Windows permissions with your IT department, then try checking for updates again.

Error Code 509: "A problem occurred while scanning for product ‘product name’. If this persists, reference error 509 in the troubleshooting link under the Support tab."

Cause

There is an issue with the update on the Pitney Bowes servers.

Resolution

Pitney Bowes is addressing the issue. Please try again later.

Error Code 510: "A problem occurred while checking for updates for product ‘product name’. If this persists, reference error 510 in the troubleshooting link under the Support tab."

Cause

The software component responsible for identifying the presence of Pitney Bowes products has returned an error.

Resolution

Please try again later. If the problem persists, contact us.

Error Code 601: "A problem occurred configuring IntelliLink Desktop.  If this persists, reference error 601 in the troubleshooting link under the Support tab.”

Cause

IntelliLink Desktop had trouble obtaining a serial number from Pitney Bowes.

Resolution

  • IntelliLink Desktop can still run and offer updates for your system if this error occurs.
  • Verify with your IT department that the Windows account being used has permission to write to the Windows registry.
  • Verify with your IT department that all required URLs are accessible. See IntelliLink Desktop System Requirements.

Error Code 701: “Not yet connected to the IntelliLink Desktop Windows service. If this persists, reference error 701 in the troubleshooting link under the Support tab.”

Cause

IntelliLink Desktop cannot connect to the IntelliLink Desktop Windows service. The Windows service may not have started properly.

Resolution

Check the status of the IntelliLink Desktop service in the Windows Services panel. If the service is not started, start it.

Error Code 702: "There was a problem reading and or writing to the registry. If this persists, reference error 702 in the troubleshooting link under the Support tab.”

Cause

IntelliLink Desktop cannot read or write to the Windows registry as required. Local system account permissions may not allow this.

Resolution

Verify with your IT department that the Windows account being used has permission to write to the Windows registry.

Error Code 703: "IntelliLink Desktop could not write to a log file.  If this persists, reference error 703 in the troubleshooting link under the Support tab."

Cause

The permission of the local system account is not allowing write access to the disk.

Resolution

Verify with your IT department that the Windows account being used has permission to write to the following locations:

  • For most operating systems, the data files that need to be written to are in C:\ProgramData\IntelliLink Desktop\Logs\.
  • For Windows XP and Windows 2003 server, the path is C:\Documents and Settings\All Users\Application Data\IntelliLink Desktop\Logs\.

Error Code 801: "There was a problem retrieving data for the update. If this persists, reference error 801 in the troubleshooting link under the Support tab.”

Cause

There is an issue with the update on the Pitney Bowes servers.

Resolution

Pitney Bowes is addressing the issue. Please try again later.

Error Code 802: "A problem occurred while downloading an update. If this persists, reference error 802 in the troubleshooting link under the Support tab.”

Cause

  • The network connection was lost during the download of the update and all attempts to retry the download have failed.
  • Your firewall may be preventing IntelliLink Desktop from reaching the Amazon server.

Resolution

  • Ensure that the computer has a functioning internet connection.
  • Try to download the update again.
  • Verify with your IT department that all required URLs are accessible. See IntelliLink Desktop System Requirements.

Error Code 803: "A problem occurred while downloading an update. If this persists, reference error 803 in the troubleshooting link under the Support tab.”

Cause

There is an issue with the update on the Pitney Bowes servers.

Resolution

Pitney Bowes is addressing the issue. Please try again later.

Error Code 804: "There was a problem downloading file(s).  If this persists, reference error 804 in the troubleshooting link under the Support tab.”

Cause

There is an issue with the update on the Pitney Bowes servers.

Resolution

Pitney Bowes is addressing the issue. Please try again later.

Error Code 806: "A problem occurred while processing the update. If this persists, reference error 806 in the troubleshooting link under the Support tab."

Cause

IntelliLink Desktop was unable to unpack the update that was downloaded.

Resolution

Try to download the update again.

Error Code 807: "A problem occurred while processing the update. If this persists, reference error 807 in the troubleshooting link under the Support tab."

Cause

The unpack operation failed. The .zip file associated with the update was not found.

Resolution

Try to download the update again.

Error Code 808: "A problem occurred while processing the update. If this persists, reference error 808 in the troubleshooting link under the Support tab."

Cause

IntelliLink Desktop was unable to validate the update that was downloaded.

Resolution

Try to download the update again.

Error Code 809: "A problem occurred while validating the downloaded files. If this persists, reference error 809 in the troubleshooting link under the Support tab."

Cause

The downloaded update failed to verify. It may have been corrupted during the download process.

Resolution

Try to download the update again.

Error Code 810: "A problem occurred with the configuration data for this update. If this persists, reference error 810 in the troubleshooting link under the Support tab.”

Cause

There is an issue with the update on the Pitney Bowes servers.

Resolution

Pitney Bowes is addressing the issue. Please try again later.

Error Code 811: "There was a problem retrieving data for the update. If this persists, reference error 811 in the troubleshooting link under the Support tab."

Cause

There is an issue with the update on the Pitney Bowes servers.

Resolution

Pitney Bowes is addressing the issue. Please try again later.

Error Code 813: "There was a problem preparing to run the installer. If this persists, reference error 813 in the troubleshooting link under the Support tab.”

Cause

The downloaded installer cannot be launched. The downloaded installer might have been renamed or deleted from the download folder.

Resolution

Try to download the update again.

Error Code 814: "IntelliLink Desktop could not verify the installation.  If this persists after performing a check for updates, reference error 814 in the troubleshooting link under the Support tab.”

Cause

The update that was installed did not update the system as expected (e.g. the version of the component was not updated).

Resolution

Try to download the update again.

Error Code 912: "A problem occurred launching the installer. If this persists, reference error 912 in the troubleshooting link under the Support tab.”

Cause

The downloaded installer cannot be launched. The downloaded installer might have been renamed or deleted from the download folder.

Resolution

Try to download the update again.

 

If you need further assistance, please contact us.

UPDATED: July 21, 2022

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