SendPro® Enterprise Support
Find solutions
Top Articles
Install & Setup
Using Your Product
Fixing & Maintenance
Postage
Reporting, History & Accounting
Top Articles
HubCapp Peripheral Agent is a program that connects your printers, scales, and other peripherals to SendPro Enterprise.
Learn what SMTP information you need to provide to Pitney Bowes for SendPro Enterprise.
Once your SendPro Enterprise system has been set up for ecommerce by a Pitney Bowes representative, an Administrative user can connect your Amazon store.
Installation, Setting Up & Drivers
The OCR Address Scanner can be used to scan printed addresses into SendPro Enterprise.
HubCapp Peripheral Agent is a program that connects your printers, scales, and other peripherals to SendPro Enterprise.
Learn how to install and configure a Brother QL-800 printer for SendPro Enterprise stamp roll printing.
Network & Connectivity
The message "The underlying connection was closed: Could not establish trust relationship for the SSL/TLS secure channel." in SendPro Enterprise, SendSuite Live, or SendSuite Xpress, it means the system is unable to connect to https://gateway.usps.com/.
Features & Settings
Learn how to save favorites or bookmarks for individual SendPro Enterprise apps.
Learn how to access Internet Information Services (IIS).
Learn about the Cost Center file import specifications for SendPro Enterprise and get sample import files.
Learn what to do if you need to migrate the PB Shipping API for SendSuite Live or SendPro Enterprise to a new Reserve Account or Purchase Power Account.
Learn what SMTP information you need to provide to Pitney Bowes for SendPro Enterprise.
Learn about changing the SendPro Enterprise application timeout setting.
By default, HubCapp Peripheral Agent uses the local port of 50000 for accessing the application's configuration and diagnostics site. You can change this to a different port if needed.
The 1E56 arrives configured for die-cut labels (Web Sensing). Follow these steps to change the media type in the printer configuration to match the label stock format.
In order to add, edit or delete cost centers, you must have access to the Supervisor app. If you do not have access to the supervisor app, contact a supervisor.
In order to add, edit or delete cost centers, you must have access to the Supervisor app. If you do not have access to the supervisor app, contact a supervisor.
In order to add, edit or delete cost centers, you must have access to the Supervisor app. If you do not have access to the supervisor app, contact a supervisor.
The Meter Interface App allows you to process metered mail on a meter that interfaces with SendPro Enterprise.
Licensed SendPro Enterprise users must change from HTTP to HTTPS before upgrading to version 8.45.
You can add users to the system as needed.
HubCapp Peripheral Agent is a program that connects your printers, scales, and other peripherals to SendPro Enterprise.
Once your SendPro Enterprise system has been set up for ecommerce by a Pitney Bowes representative, an Administrative user can connect your Shopify store.
Once your SendPro Enterprise system has been set up for ecommerce by a Pitney Bowes representative, an Administrative user can connect your WooCommerce store.
Once your SendPro Enterprise system has been set up for ecommerce by a Pitney Bowes representative, an Administrative user can connect your Revolution Parts store.
Once your SendPro Enterprise system has been set up for ecommerce by a Pitney Bowes representative, an Administrative user can connect your Magneto store.
Once your SendPro Enterprise system has been set up for ecommerce by a Pitney Bowes representative, an Administrative user can connect your eBay store.
Once your SendPro Enterprise system has been set up for ecommerce by a Pitney Bowes representative, an Administrative user can connect your BigCommerce store.
Once your SendPro Enterprise system has been set up for ecommerce by a Pitney Bowes representative, an Administrative user can connect your Amazon store.
If needed, you can update the Default Meter Rate in the Meter Interface App to ensure compliance with USPS rate regulations.
Users with access to the Supervisor App can change a user's password if needed.
If your USPS PDX account gets deactivated due to non-use, you can reactivate it.
Pitney Bowes shipping software rates are lower because of a special partnership with the USPS that allows us to pass along great rates to our clients.
Learn about the approved peripherals for use with SendPro Enterprise.
Learn about address book and list management file import specifications for SendPro Enterprise and get sample import files.
System Requirements for SendPro Enterprise operating systems, browsers, and .NET framework
The Windows 11 operating system is not currently supported for use with SendPro Enterprise. If your SendPro Enterprise system stopped working after upgrading your computer to Windows 11, you need to revert to Windows 10.
These username and password requirements apply only to SendPro Enterprise users of tenants that are configured to use the product's built-in user authentication feature.
Frequently asked questions about Personal Shipping in SendPro Enterprise
Release Notes for SendPro Enterprise
Learn how to resolve an issue where a Bulk List that was just added does not appear in your SendPro Enterprise address book.
Learn how to edit saved address book entries in SendPro Enterprise.
Learn how to search the address book in SendPro Enterprise.
Learn how to add addresses with the MailCenter App in SendPro Enterprise.
Learn how to delete addresses with the MailCenter App in SendPro Enterprise.
Learn how to import addresses with the MailCenter App in SendPro Enterprise.
Mailing & Shipping
Learn why a PB Shipping API USPS Priority Express Mail label prints as 2 day when 1 day was expected in SendSuite Live or SendPro Enterprise.
Learn why you cannot void a PB Shipping API USPS return shipment in SendPro Enterprise.
Learn how to resolve the error "USPS Failed to Rate" when rating USPS in SendPro Enterprise.
Learn how to perform End of Day for previous days' shipments in SendPro Enterprise.
Learn how to process Registered Mail shipments using the One Stop eRR App or the Certified Mail App in SendPro Enterprise.
Learn how to create a requisition and choose a rate in the SendPro Enterprise Desktop App.
Learn how to create a requisition in the SendPro Enterprise Desktop App. This is used when the mail center will be responsible for selecting the carrier and service.
Voiding Shipments in the SendPro Enterprise Desktop App
Learn how to void a shipment with the MailCenter App in SendPro Enterprise.
Learn how to reprint a label with the MailCenter App in SendPro Enterprise.
Learn how to ship with USPS PB Shipping API International in SendPro Enterprise.
Learn how to process Certified eRR shipments using the Certified Mail App in SendPro Enterprise.
Learn how to create a label and choose a rate in the SendPro Enterprise Desktop App.
Learn how to perform End of Day in SendPro Enterprise.
Learn how to ship a manual package with the MailCenter App in SendPro Enterprise.
Learn how to fulfill a Ship Request with the MailCenter App in SendPro Enterprise.
Learn how to print stamp sheets in SendPro Enterprise.
Learn how to ship to military APO/DPO/FPO addresses using the PB Shipping API - USPS carrier in SendPro Enterprise.
Learn how to reprint labels and documents in the SendPro Enterprise Desktop App.
FedEx Ground International service is not listed under FedEx Web Services in SendPro Enterprise.
How you request a refund for PBSAPI Shipments in SendPro Enterprise depends on whether they are traceable PBSAPI shipments with a system-generated tracking number, or return labels, USPS First Class, USPS First Class Flats, or stamps.
Learn how to void a shipment in the SendPro Enterprise View app.
Learn how to ship a domestic or international package with the Personal Shipping App in SendPro Enterprise.
The Meter Interface App allows you to process metered mail on a meter that interfaces with SendPro Enterprise.
Beginning March 1, 2023, shipments bound for or passing through EU countries must adhere to European Commission Import Control System 2 (ICS2) guidelines.
Learn how to process E-Certified shipments using the Certified Mail App in SendPro Enterprise.
If you need to reprint a USPS PB Shipping API manifest, contact us.
If needed, you can void a personal shipment and request a refund for it.
Network & Connectivity
The message "The underlying connection was closed: Could not establish trust relationship for the SSL/TLS secure channel." in SendPro Enterprise, SendSuite Live, or SendSuite Xpress, it means the system is unable to connect to https://gateway.usps.com/.
Printing
Learn why the weight of a package is not printed on a USPS Shipping API label printed in SendPro Enterprise, SendSuite Live, SendSuite Xpress, SendPro Online, or PitneyShip.
If a shipping label printed on a JZ30 (ZT230) printer does not fully print or prints too long, the printer may have lost the media type settings assigned by the driver and reverted to its default settings.
If a shipping label printed on a JZ30 (ZT230) printer does not fully print or prints too long, the printer may have lost the print mode settings assigned by the driver and reverted to its default settings.
Learn why a PB Shipping API USPS Priority Express Mail label prints as 2 day when 1 day was expected in SendSuite Live or SendPro Enterprise.
No label or coversheet generated or printed when processing ERR in SendPro Enterprise Mailcenter App
Learn how to resolve no label or coversheet being generated or printed when processing ERR in the SendPro Enterprise Mailcenter App.
Print settings may be preventing stamp sheets from aligning properly.
Learn how to resolve duplicate labels printing in SendPro Enterprise.
Learn how to resolve a problem where the top of the label is printing on the bottom 2 inches of label stock and the rest of the label is blank in SendPro Enterprise.
If the print at the top of a PB Shipping API - USPS label is distorted (squished) when printed on a 1E56 label printer, the printer's firmware needs to be updated.
If this error occurs, the HubCapp settings may need to be changed.
Learn how to print the UPS API High Value report in SendPro Enterprise.
Learn how to reprint a label with the MailCenter App in SendPro Enterprise.
Learn how to view and print reports in the SendPro Enterprise Desktop App.
Learn how to print stamp sheets in SendPro Enterprise.
Learn how to reprint labels and documents in the SendPro Enterprise Desktop App.
If you need to reprint a USPS PB Shipping API manifest, contact us.
Errors & Troubleshooting
If SendPro Enterprise apps won't not load in Google Chrome, this indicates that there's an issue with Chrome's "SameSite" cookie settings.
If HubCapp Data Agent does not export data to the client server, asp.net features need to be enabled in Windows.
If HubCapp Data Agent Monitor may not stay running if more than one user is signed in to Windows.
Learn why the weight of a package is not printed on a USPS Shipping API label printed in SendPro Enterprise, SendSuite Live, SendSuite Xpress, SendPro Online, or PitneyShip.
There are several reasons that the Shipment Date may be incorrect.
Learn how to open SendPro Enterprise reports in CSV format in Excel so that the numbers are formatted correctly.
If a handheld scanner will not scan in direct sunlight, you can change settings in DataWedge to allow scans in direct sunlight.
Learn how to resolve an issue where the End of Day USPS 3877 forms are not appearing in the EOD App.
If a user is not getting the email with the password reset verification code, the SMTP settings for the Pitney Bowes email server may not be up to date or there may be an issue with the email server.
There may be too much white space on a roll stamp label because the label stock specifications have been changed.
If the Brother QL-800 printer only appears in the Other Devices section of the Control Panel instead of the Printers section, the printer driver did not install correctly.
Pitney Bowes shipping software rates are lower because of a special partnership with the USPS that allows us to pass along great rates to our clients.
If a shipping label printed on a JZ30 (ZT230) printer does not fully print or prints too long, the printer may have lost the media type settings assigned by the driver and reverted to its default settings.
If a shipping label printed on a JZ30 (ZT230) printer does not fully print or prints too long, the printer may have lost the print mode settings assigned by the driver and reverted to its default settings.
If the Quantity and Weight buttons in the Stamps App are not available, try these troubleshooting steps.
Learn how to resolve the Arizona Time Zone missing in SendPro Enterprise.
Users may be kicked out sooner than expected because SendPro Enterprise has changed its default timeout period to 10 hours.
Learn why the description and comment section is missing from a UPS API label in SendSuite Live or SendPro Enterprise.
Learn why a PB Shipping API USPS Priority Express Mail label prints as 2 day when 1 day was expected in SendSuite Live or SendPro Enterprise.
Learn why UPS API return labels are missing address lines 2 and 3 in SendSuite Live and SendPro Enterprise.
Learn how to resolve an issue where all Reference Fields are not being added to a UPS Label in SendPro Enterprise.
If your PB Shipping API - USPS Detailed Shipping Report shipment values do not match software SendPro Enterprise or SendSuite Live, contact software support.
Learn how to resolve an issue where all Reference Fields not added to FedEx Label in SendPro Enterprise.
The Transaction by Account Summary report may appear to be missing some shipment details in SendPro Enterprise because cost centers with the exact same "Name" are shown under a single cost center on the Transaction by Account Summary report.
No label or coversheet generated or printed when processing ERR in SendPro Enterprise Mailcenter App
Learn how to resolve no label or coversheet being generated or printed when processing ERR in the SendPro Enterprise Mailcenter App.
When shipping UPS API International, the total cost may be different between rating and shipping because UPS does not support sending the terms of sale details when rating.
Learn how to resolve an issue where the Print and Void buttons do not load on the Mailcenter History tab in SendPro Enterprise version 1.13 or below.
Learn how to resolve when the SendPro Enterprise login page will not load. Errors "404 Page Note Found" or "500 Internal Server Error" may be displayed.
Learn why you cannot void a PB Shipping API USPS return shipment in SendPro Enterprise.
Learn how to resolve an issue where peripherals information will not load in HubCapp for SendPro Enterprise.
Learn why shipments are missing from the View App in SendPro Enterprise.
Learn how to resolve an issue where a Bulk List that was just added does not appear in your SendPro Enterprise address book.
Learn how to resolve an issue where the Global Address Book is still visible after permission is removed in SendPro Enterprise.
Learn why the rate shop screen is displayed when creating a ship request in SendPro Enterprise.
Hubcapp Data Agent Monitor will not open in SendPro Enterprise
Print settings may be preventing stamp sheets from aligning properly.
Learn how to resolve duplicate labels printing in SendPro Enterprise.
Learn how to resolve a problem where the top of the label is printing on the bottom 2 inches of label stock and the rest of the label is blank in SendPro Enterprise.
If the print at the top of a PB Shipping API - USPS label is distorted (squished) when printed on a 1E56 label printer, the printer's firmware needs to be updated.
Learn how to resolve an issue where a PB Shipping API Customs Form 2976 label is not generated for international shipments in SendPro Enterprise.
Please contact us if the End of Day for USPS fails with the message "Response status code does not indicate success: 401" appears.
Locate the value field and enter the value of the item being shipped if the error Invalid shipment contents value appears.
Check the Output Path selected for where the files will download if you are unable to process files in the BPOD Splitter Tool from the USPS Business Customer Gateway.
Check the Output Path selected for where the files will download if you are unable to process files in the BPOD Splitter Tool from the USPS Business Customer Gateway.
If the data light keeps blinking when trying to print, try these solutions.
If you are unable to scan a barcode using Cubetape, you will need to reconnect it to the base.
If the app menus are blank when shipping a package, the browser cookies may be corrupted.
Learn how to resolve the message "Root element is missing" or "The underlying connection was closed" when rating API carriers in SendPro Enterprise.
If this error occurs, the HubCapp settings may need to be changed.
The message "Supplied License Key is invalid" / "License Key is invalid" means that the licence key for HubCapp is invalid or was entered incorrectly. The key must be in ALL CAPS.
If you see the message "Something went wrong" when trying to use the Forgot Password option on the SendPro Enterprise signin screen, a supervisor-level user needs to check the user's configuration in the Supervisor App.
The error "Error in Import File Row 1: Failed to update User with username XXX. Unable to set property:User.UserName = XXX, from element: User.UserName.." occurs because the import file is case-sensitive.
The message "Error: Invalid Package Reference Value" occurs because the carrier UPS API only allows 35 characters in the Content Description, Reference One, and Shipper Reference fields.
The error message "The Process Cannot Access the File Because it is Being Used by Another Process" when opening HubCapp Peripheral Agent is usually caused by security or group policy settings.
The message "400 Bad Request. Your browser sent an invalid request" in SendPro Enterprise must be resolved by a Pitney Bowes representative.
Learn how to resolve the message "Consignee Address is invalid - Postal Code is missing or invalid" in SendPro Enterprise or SendSuite Live.
The message "The underlying connection was closed: Could not establish trust relationship for the SSL/TLS secure channel." in SendPro Enterprise, SendSuite Live, or SendSuite Xpress, it means the system is unable to connect to https://gateway.usps.com/.
If you receive the message "Message: Waybill Number not supplied or Tracking Number range not configured", contact us.
Learn how to resolve the message "Data Agent component not licensed" in SendPro Enterprise.
This error occurs because the Saturday Delivery checkbox is selected.
This error message may indicate possible data corruption in the web browser.
Learn how to resolve the message "Black/Red on White paper installed now. Change it to Monochrome media and click "Resume" button." in SendPro Enterprise.
Learn how to resolve the "Error message from PB Shipping API: 1070011 Refund cannot be initiated for FCM-IMB. Refund can not be initiated for FCM-IMB" message when voiding a PB Shipping API - USPS First Class Shipment in SendPro Enterprise.
The message "XML Shipping System is unavailable, please try again later." occurs because that UPS service is not available for Belize.
Learn how to resolve the message "Requests to the server have been blocked by an extension." when running a PDF report in the SendPro Enterprise reports app.
Learn how to resolve the message "The shippers shipper number cannot be used for the shipment" in SendPro Enterprise.
Learn how to resolve the message "PB Shipping API 1000033 Unauthorized API Access for Given Credentials" in SendPro Enterprise or SendSuite Live.
Learn why the message "Error: No data is available for the provided parameters" appears when running the Postage Adjustment Report for the PB Shipping API - USPS carrier in SendPro Enterprise or SendSuite Live.
Learn how to resolve the error "USPS Failed to Rate" when rating USPS in SendPro Enterprise.
Learn how to resolve the message "Invalid special service DelCon selected for selected Mail Service" when generating a PB Shipping API USPS return label in SendPro Enterprise.
Learn how to resolve the message "You must provide a valid duty payer type or configure a default duty payer type within user permissions and international defaults." in SendPro Enterprise.
Learn how to resolve a "Failed" message when viewing ERR signatures in the View App in SendPro Enterprise.
Learn how to resolve a "Account does not have sufficient balance; a refill is in progress, please try again" message when shipping using the PB Shipping API in SendPro Enterprise.
The message "Invalid DGSignatory Title" occurs because UPS API has a limit of 35 characters for the user's title.
Learn how to resolve the error "Number of Commodities exceeds min or max limit" when shipping document only with FedEx International in SendPro Enterprise.
"Peripheral Agent Failed to Respond" message SendPro Enterprise
Learn how to resolve the message "Invalid URI: The hostname could not be parsed." when printing an ERR coversheet in Certified mail app in SendPro Enterprise.
Learn how to resolve the message "Account is locked due to inactivity. Contact an Administrator." when signing in to SendPro Enterprise.
Learn how to resolve the message "No response was received from the request you last made. It is not possible to tell if your request was successful..." in the Certified Mail app in SendPro Enterprise 1.13.
Learn how to resolve the message "The user password is not set. Please contact an administrator" when signing in to SendPro Enterprise.
Learn how to resolve the message "Sign in failed. The login credentials are not valid" when signing in to SendPro Enterprise with a username that contains a space.
Learn how to resolve the error message "Peripheral Agent is not connected" when opening SendPro Enterprise apps.
The message "Login Failure" or "AssertionConsumerService error" occurs because after upgrading to version 8.34.2 or higher, the SAML Metadata and Certificate information needs to be exchanged.
The message "Error PB Shipping API: 1021003 Invalid/unsupported GU country Code" appears when Guam is in the Country field instead of the State field.
Learn how to resolve the message "BadRequest", "errorCode": "1110013","message": "Manifest time limit has passed." when completing end of day for PB Shipping API USPS in SendPro Enterprise.
The message "PDF Image Request Open" followed by "Error: Could not find image in database." when printing stamps from SendPro Enterprise in Google Chrome occurs because the "Download PDF files instead of automatically opening them in Chrome" setting is enabled.
Learn how to resolve the message "incomplete commodity description" when shipping FedEx international in SendSuite Live or SendPro Enterprise.
If you get the message "The remote server returned an error: (400) Bad Request" when saving settings in HubCapp Peripheral Agent, the browser cache or cookies may be corrupt or there may be an issue with the DNS lookup cache.
The message "UPS account number that was provided as the payment method is missing or invalid", either the account number is wrong or there is no permission to bill the target UPS account.
The message "Unable to get HubCapp version please check your server URL is correct" means that the HubCapp Server URL is incorrect or contains a space, slash, or extra character at the beginning or end.
The message "Package 1 has failed validation. Error message from PB Shipping API: 1021001 No rating rules found for provided combination. Country Not Found." occurs when mailing to Puerto Rico because First Class Mail International was selected instead of First Class Mail.
Learn how to resolve the error "Inactive Customer Account" when shipping via FedEx Web Services in SendSuite Live.
If the message "ERROR: Failed to add User. Unable to add the user to the Identity Provider due to the following errors: User with email '******' already exists" appears when creating a user, the user may have already tried to use the self registration option.
Maintenance
SendPro Enterprise is updated regularly with new features and compliance items. Customers who are self-hosting their SendPro Enterprise instances are responsible for applying updates in a timely manner.
Refilling Postage
Learn how to request a refund for stamps in SendPro Enterprise.
If the USPS requests the Revenue Assurance ID for a postage adjustment, you can find it in SendPro Enterprise.
Reporting, History & Accounting
In order to add, edit or delete cost centers, you must have access to the Supervisor app. If you do not have access to the supervisor app, contact a supervisor.
In order to add, edit or delete cost centers, you must have access to the Supervisor app. If you do not have access to the supervisor app, contact a supervisor.
In order to add, edit or delete cost centers, you must have access to the Supervisor app. If you do not have access to the supervisor app, contact a supervisor.
Learn how to open SendPro Enterprise reports in CSV format in Excel so that the numbers are formatted correctly.
If your PB Shipping API - USPS Detailed Shipping Report shipment values do not match software SendPro Enterprise or SendSuite Live, contact software support.
The Transaction by Account Summary report may appear to be missing some shipment details in SendPro Enterprise because cost centers with the exact same "Name" are shown under a single cost center on the Transaction by Account Summary report.
Learn how to view the PB Shipping API USPS Automated Package Verification (APV) adjustment charge report in SendPro Enterprise.
Learn how to print the UPS API High Value report in SendPro Enterprise.
Learn how to view and print reports in the SendPro Enterprise Desktop App.
Learn how to view and track shipments in the SendPro Enterprise Desktop App.
Learn how to find more information about shipments listed in the PB Shipping API USPS Postage Adjustment report.
Once your has been set up for ecommerce by a Pitney Bowes representative, users can search for orders in the ecommerce app.
Documents and Software
For information on service offerings and level of support, download the
Pitney Bowes Technical Support Overview