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Learn how to configure Internet Explorer for SendSuite Live.
Installation, Setting Up & Drivers
The Shim Proxy Layer software will regularly check for updates. When a new version is available, it will prompt you to update the software.
Learn how to run Internet Explorer hardware plugin updates for SendSuite Live.
Pitney Bowes is moving from ConnectShip to a new carrier library solution, the PB Carrier Library (PBCL). As part of this change, the PB Shim Proxy Layer needs to be installed.
Learn how to verify or enable TLS 1.2 for Carrier Data Transmission Security Compliance on SendSuite Live.
Learn how to install ConnectShip updates for SendSuite Live.
Learn how to resolve the error "Update.exe has stopped working" when opening the SendSuite Live Installation and Updates utility.
Learn where to find the printer drivers for the 1E20 and 1E21 Laser Printer used with SendSuite Live, SendSuite Xpress, and Ascent.
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/.
Learn how to set up SendSuite Live to communicate with a DM series meter.
Features & Settings
Learn how to reset a 1E23 or 1E26 label printer used with SendSuite Live, SendSuite Tracking, SendSuite Arrival, SendSuite Xpress, or Ascent.
Learn how to upgrade ConnectShip toolkit to version 6.5 for SendSuite Live.
Learn how to migrate the SendSuite Live and ConnectShip databases to a new SQL server.
Learn how to assign a new USPS Business System Administrator for SendSuite Live and SendSuite Xpress.
Learn how to find the login, administration, and setup addresses (URLs) for SendSuite Live.
Learn how to run reports in SendSuite Live.
Learn how to change the Endicia Pass Phrase in SendSuite Live.
Learn how to enable or disable the present sensor on the 1E26 label printer used with SendSuite Live, SendSuite Xpress, Ascent, SendSuite Arrival, and SendSuite Tracking.
Learn how to change a company name or address in SendSuite Live.
Learn how to change the default Weight or Dimension units in SendSuite Live.
Learn how to add carrier code translation for Ship Via codes in SendSuite Live.
Learn how to set up an alternative return address in SendSuite Live.
Learn how to update the Endicia Requester ID in SendSuite Live.
Learn how to close End of Day (EOD) manually in ConnectShip for SendSuite Live.
Learn how to perform a quick or standard calibration on a J696 label printer used with SendSuite Live, SendSuite Xpress, Ascent SendSuite Arrival, and SendSuite Tracking.
Learn how to back up ConnectShip for SendSuite Live.
Learn how to create and configure a commercial invoice for a US shipper in SendSuite Live.
Learn how to access Internet Information Services (IIS).
Learn how to download bulk proof of delivery (BPOD) files in SendSuite Live
Learn how to add a new user in SendSuite Live.
Learn how to check the version of SendSuite Live you are running.
Learn how to register your account with ConnectShip. This is required in order to download updates and receive emails about available updates.
Learn how to add or modify cost centers in SendSuite Live.
Learn how to reset (stop and restart) Internet Information Services (IIS).
Learn how to clear the SendSuite Live log tables to relieve the pressures that overly large log tables can cause on the system.
How to implement USPS Negotiated Service Agreement NSA rates in SendSuite Live.
Learn how to enable advanced features on the J696 label printer used with SendSuite Live, SendSuite Xpress, Ascent, and SendSuite Shipping.
Learn how to skip validating an address in a SendSuite Live Generation 2 Mailroom project.
Learn how to resolve the error "System.Data.OleDb.OleDbException (0x80040E31): Query timeout expired" when batch processing in SendSuite Live.
Learn how to resolve the error "Shipper Number Canceled in CRIS (514)" when commissioning UPS in SendSuite Live.
Learn how to resolve "Server Error in '/SendSuite Live' Application" after upgrading to SendSuite Live version 7.9.
Resolve "Invalid Results" when searching Custom Document Viewer on SendSuite Live Administrator page
Learn how to resolve the error "Invalid Results" when searching Custom Document Viewer on the SendSuite Live Administrator page.
learn how to resolve the error "Requires Internet Explorer 5.5 or higher" when attempting to open the Progistics/ConnectShip End of Day page.
Learn how to resolve a failed transaction when importing a file into SendSuite Live with an error of "System.Xml.XmlException: The 'X' character, hexadecimal value 0xXX, cannot be included in a name. Line X, position X."
Learn how to resolve the error "failed to create bootstrapper extraction folder. (2200)" when running a SendSuite Live utility update (scale, meter or printer) in Internet Explorer.
Learn how to resolve the error "No Response From Open Ship Service" when shipping FedEx Home Delivery in SendSuite Live.
Learn how to resolve the error "Unable to connect to remote server" or "remote name could not be resolved" when validating an address in SendSuite Live.
Learn how to resolve SendSuite Live pages not loading and displaying the error "System.Net.WebException: The remote server returned an error: (404) Not Found." when using the localhost URL.
Learn how to resolve an issue where FedEx manifests and reports print even though the user did not run End of Day and was not prompted to print when shipping with FedEx in SendSuite Live, SendSuite Xpress, or Ascent.
Learn how to resolve no available SQL servers in SendSuite Live Project Administration.
Learn how to resolve when the Internet Explorer SendSuite Live Printer Configuration will not open.
Learn what to do when the End of Day process is stuck on "Started" in SendSuite Live.
Learn how to resolve issues with SendSuite Live email notifications not being received.
Learn how to resolve SendSuite Live Internet Explorer plugins not opening.
Learn how to change a J693 or J696 label printer used with SendSuite Live to Thermal Transfer or Direct Thermal.
Learn how to configure a printer in the SendSuite Live Internet Explorer Printer Utility.
Learn how to configure Internet Explorer for SendSuite Live.
Learn how to enable UPS Online Tools Time in Transit in ConnectShip for SendSuite Live, which allows for estimated delivery dates for UPS Ground service.
Learn how to add a Tax ID (EIN/VAT) Number for international shipping in SendSuite Live for carrier UPS.
You can use this procedure to update the version of your SendSuite Live software.
Learn how to set up the USPS ECOMPRO international service in SendSuite Live.
Learn how to manually create a FedEx Web Services Shipping Key for SendSuite Live.
Learn how to edit the email notification settings in SendSuite Live for shipment email notifications.
Learn how to enable or disable display of postage value on labels in SendSuite Live.
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.
Microsoft is retiring Internet Explorer on June 15, 2022. You may be able to continue using the Internet Explorer Configuration Utilities by setting Microsoft Edge to run in "Internet Explorer mode".
If your USPS PDX account gets deactivated due to non-use, you can reactivate it.
Release Notes for SendSuite Live
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.
The Windows 11 operating system is not currently supported for use with SendSuite Live. If your SendSuite Live system stopped working after upgrading your computer to Windows 11, you need to revert to Windows 10.
How to modify the Return To contact information on shipping labels in SendSuite Live.
Learn how to create an Address List in SendSuite Live.
You can import an address list in CSV format into SendSuite Live.
Learn how to add an address in SendSuite Live.
If you no longer need an address, you can delete it.
If you need to change an address, you can edit it.
Mailing & Shipping
Learn how to find the SendSuite Live carrier service ID numbers for Canada Post service articles.
Learn how to find manifest files created by FedEx Ship Manager Server software used with SendSuite Live.
Learn how to create a Choose My Rate, Print Ship Request, in a second generation (Gen 2) Project in SendSuite Live.
Learn how to reprint labels in a first generation (Gen 1) View Project for SendSuite Live.
Learn how to process End of Day (EOD) in a SendSuite Live View Project.
Learn how to print a ship request in a SendSuite Live Gen 2 Desktop Project.
Learn how to get a new DHL Waybill Number Range in SendSuite Live.
Learn how to process bulk shipments using a SendSuite Live Desktop project.
Learn how to update Canada Post tracking number ranges in SendSuite Live.
Learn how to process bulk shipments using SendSuite Live Mailroom.
Learn how to reprint a ship request from the Desktop Project in SendSuite Live.
Learn how to close End of Day (EOD) manually in ConnectShip for SendSuite Live.
Learn how to print End of Day (EOD) documents manually in ConnectShip for SendSuite Live.
Learn how to create a certified mail label in a second generation (Gen 2) Desktop Project in SendSuite Live.
Learn how to download bulk proof of delivery (BPOD) files in SendSuite Live
Learn how to process a Ship Requisition in the SendSuite Live Mailroom project.
Learn how to access the FedEx One Rate service in SendSuite Live.
Learn how to add insurance to a UPS shipment in SendSuite Live.
Learn how to resolve the error "The carrier failed to respond. Please contact your systems administrator" when attempting to process a shipment for USPS Server or UPS Consolidated in SendSuite Live.
Learn how to resolve UPS Consolidated error "Package #1: Consignee address is invalid - Phone Number is missing or invalid SHM5-A" in SendSuite Live.
Learn how to resolve the error "Must have exactly one CustomsInfo block" when shipping to US Territory using PB Shipping API carrier in SendSuite Live.
Learn how to resolve the error "Missing or invalid element: MailpieceShape. Error encountered (Log ID: 30857)" when using USPS Postage Indicia in SendSuite Live.
Learn how to resolve the error "Remote EJB method: getRates not called. Unable to create the remote bean." when rating a FedEx Web Services package in SendSuite Live.
Learn how to resolve the error "Alternate Return Address Country Code is invalid" when shipping via FedEx International Ground to Canada from the US using FedEx Ship Manager Server in SendSuite Live.
Learn how to resolve the error "System.Web.Services.Protocols.SoapException: Internal Server Error" when shipping with FedEx Web Services in SendSuite Live.
Learn how to resolve the error "Package #1: Commodity Quantity Unit of Measure is missing or invalid SHM5-A" when shipping a package in SendSuite Live.
Learn how to resolve the error "Invalid Booking Confirmation Number" when shipping FedEx Freight International in SendSuite Live.
Learn how to resolve the error "Packing instructions 965 or 968 require that a PI Section be specified" when shipping lithium ion batteries using LabelMaster DGIS in SendSuite Live.
Learn how to resolve the error "The FedEx Admin Service Failed to Respond" when manifesting FedEx Server in SendSuite Live.
Learn how to resolve the error "Dutiable segment Declared Amount Warning Note! Shipment exceeded value limits for consignee country may require pre-approval and added transit time." when shipping DHL International API to countries without ZIP codes in SendSuite Live.
Learn how to resolve the error "The openship service is not responding" when shipping via FedEx Server (FSMS) in SendSuite Live.
Learn how to resolve the error "Can't Map View" with FedEx Ship Manager Server in SendSuite Live, SendSuite Xpress, or Ascent.
Learn how to resolve the error "Failed to connect to FSMS Server" when shipping via FedEx in SendSuite Live.
Learn how to resolve the error "Server component not invoked" when rating ConnectShip carriers in SendSuite Live.
Learn how to resolve the error message "Invalid Shipper" when rating any ConnectShip carrier in SendSuite Live.
Learn how to resolve the error "Service/Special service is not supported for the specified origin/destination" when shipping via UPS in SendSuite Live
Learn how to resolve the error message "Error: Package #1 Unable to create master sequence number SHM5-A." when shipping a package in SendSuite Live.
Learn how to resolve "Tracking Number is missing or invalid SHM5-A" when shipping via UPS Consolidated in SendSuite Live.
Learn how to resolve the error "Invalid contact SHM5-A" when shipping via UPS in SendSuite Live.
Learn how to resolve the error "The Shippers shipper number can not be used for this shipment." when shipping UPS in SendSuite Live.
Learn how to resolve the error "Commodity Harmonized code is missing or invalid" when shipping with Canada Post International in SendSuite Live.
Learn how to resolve the message "'Saturday Pickup Available' is not enabled" or "'Sunday Pickup Available' is not enabled" when shipping UPS with a Saturday or Sunday ship date in SendSuite Live.
Learn how to resolve the error "Package #1: The waybill numbers in your primary range are expired. The pending waybill number range could not be used for the following reason: The waybill numbers in your pending range are expired SHM5-A" when shipping via DHL in SendSuite Live.
Learn how to resolve error code 1101031 and message "Invalid EELPFC Format" when shipping international with GCS Shipping API in SendSuite Live.
Learn how to resolve the error "Code = 152 Message = Shipment Details segment Contents Conditional Required Error" when shipping DHL International API in SendSuite Live.
Learn how to resolve the error "Package #1: Export Information Code is missing or invalid SHM5-A" when shipping international with UPS Consolidated in SendSuite Live.
Learn how to resolve the error "Please enter the AES/FTR Exemption Field" when processing a FedEx international shipment in SendSuite Live.
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 how to resolve the inability to delete or cancel ship requests in SendSuite Live.
Learn how to resolve errors when shipping to El Salvador with DHL API in SendSuite Live.
Learn how to resolve an inability to rate, ship or Smart Shop with carrier Lone Star Overnight (LSO) in SendSuite Live when using a ZIP+4 postal code.
Learn how to resolve the tracking number and bottom barcode missing from the label when shipping via FedEx international in SendSuite Live.
Learn how to resolve duplicate FedEx Server tracking numbers in SendSuite Live or SendSuite Xpress.
Learn how to resolve when a Signature Required does not appear on label when shipping with FedEx in SendSuite Live.
Learn how to resolve slow performance when processing shipments in SendSuite Live.
Learn how to reprint documents associated with a package in SendSuite Live.
Learn how to manually create a FedEx Web Services Shipping Key for SendSuite Live.
Learn how to obtain a Mailer ID from the USPS to be used with Connect+ Series/SendPro P-Series meters, SendPro C400, SendSuite Live, SendSuite Xpress, Ascent, PBFirst, PlanetPress, ConnectRight Mailer, and AddressRight Pro.
Learn how to create or modify fuel surcharge data for UPS Consolidated US shippers in ConnectShip for SendSuite Live.
If you need to reprint a USPS PB Shipping API manifest, contact us.
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/.
Learn how to set up SendSuite Live to communicate with a DM series meter.
Printing
Learn how to reprint labels in a first generation (Gen 1) View Project for SendSuite Live.
Learn how to print a ship request in a SendSuite Live Gen 2 Desktop Project.
Learn how to reprint a ship request from the Desktop Project in SendSuite Live.
Learn how to print End of Day (EOD) documents manually in ConnectShip for SendSuite Live.
Learn how to print copies of shipment documents in SendSuite Live.
Learn how to tear continuous unpeeled labels on a JZ30 Label Printer used with SendSuite Live.
Learn how to resolve the error "The printer does not support given paper size." when printing or reprinting a commercial invoice from SendSuite Live.
Learn how to resolve SendSuite Live not printing.
Learn how to resolve a Zebra label not printing in SendSuite Live.
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 how to resolve a "PLD PENDING" message printed on the End of Day label when printing the UPS pickup summary barcode report in SendSuite Live.
Learn how to resolve an issue where FedEx manifests and reports print even though the user did not run End of Day and was not prompted to print when shipping with FedEx in SendSuite Live, SendSuite Xpress, or Ascent.
Learn how to resolve labels feeding continuously without pausing on a 1E26 thermal printer with SendSuite Live.
Learn how to resolve when a JZ20 printer, it feeds six inches, but only prints the recipient address and leaves the rest of the label blank in SendSuite Live. In addition, the printer flashes red.
Learn how to resolve when UPS API labels print with the wrong orientation or do not print at all in SendSuite Live.
Learn how to resolve a barcode missing from a First Class label printed in SendSuite Live.
Learn how to resolve an issue where a certified label does not print in SendSuite Live.
Learn how to resolve an issue where Zebra format thermal labels printed from SendSuite Live are blurry, fuzzy, or unclear.
Learn how to resolve an issue where every other page is blank when printing the USPS MMS Manifest and MMS Statement from a SendSuite Live View project.
Learn how to resolve J696 printer will not print zebra formatted labels in SendSuite Live.
Learn how to resolve blurry labels printed from SendSuite Live.
Learn how to resolve labels or documentation not printing when using SendSuite Live with Google Chrome.
Learn how to resolve an issue where the label is generated but does not print when processing batch shipments using the pending table in SendSuite Live version 7.30.01.
Learn how to resolve label printing fails on a 1E03, J645, 1E23, 1E26, J693, or J696 label printer used with SendSuite Tracking, SendSuite Live, SendSuite Arrival, SendSuite Xpress, or Ascent.
Learn how to resolve a label that was printed on a 1E26 label printer used with SendSuite Tracking, SendSuite Live, SendSuite Xpress, Ascent, or SendSuite Arrival not scanning.
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 the weight of a package is not printed on a USPS Shipping API label printed in SendPro Enterprise, SendSuite Live, SendSuite Xpress, SendPro Online, PitneyShip, or PitneyShip Pro.
Learn how to reprint documents associated with a package in SendSuite Live.
If you need to reprint a USPS PB Shipping API manifest, contact us.
Errors & Troubleshooting
Learn how to reset a 1E23 or 1E26 label printer used with SendSuite Live, SendSuite Tracking, SendSuite Arrival, SendSuite Xpress, or Ascent.
Learn how to resolve the error "No response was received from the request you last made." with event viewer error "System.Net.Mail.SmtpFailedRecipientException: Mailbox unavailable. The server response was: 5.7.1 Unable to relay" when loading a SendSuite Live project.
Learn how to resolve the error "COM Activation Failed" when loading a SendSuite Live Project.
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/.
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 security error "The application attempted to perform an operation not allowed by the security policy... Exception Details: System.Security.SecurityException..." when opening all SendSuite Live webpages.
Learn how to resolve the error "A close out operation is already running or pending for this carrier and account." message in SendSuite Live.
Learn how to resolve the error "EELPFC has an invalid format, it must contain a proper AES number, AESDOWN with valid information, or an appropriate Federal Trade Regulation Number" when processing an international package for the USPS - GCS carrier in SendSuite Live.
Learn how to resolve the error "A problem occurred in the creation of this page" when loading a project in SendSuite Live.
Learn how to resolve the error "Tracking number must start with 948" when shipping USPS ERR with pre-printed labels in SendSuite Live.
Learn how to resolve the error "system.exception:index was out of range. Must be non-negative and less than the size of the collection" when importing a CSV contact list into SendSuite Live.
Learn how to resolve the error "Must have exactly one CustomsInfo block" when shipping to US Territory using PB Shipping API carrier in SendSuite Live.
Learn how to resolve the error "System.Exception: Error uploading file to: sftp.usps.com" when running End of Day with the USPS ERR account configured to use SFTP with a proxy server in SendSuite Live.
Learn how to resolve intermittent 2102 error messages in SendSuite Live.
Learn how to resolve the error "A service area code can not be found for the specified destination country/postal code/city. Please make sure your destination is valid, or contact DHL (1-800-CALL-DHL) for an appropriate service area code." when rating or shipping a DHL Express shipment in SendSuite Live.
Learn how to resolve the error "5001 Unknown User" when manifest for United Parcel Service (UPS) transmission in SendSuite Live.
Learn how to resolve the SendSuite Live error message "Partial failure".
Learn how to resolve the error "Unable to get property data from undefined or null reference. Error in XML Response on ship." when opening SendSuite Live projects.
Learn how to resolve the error "E-Certified can either be selected with barcode of type IMpb or with pre-printed barcode starting with 94890." when rating a USPS ERR shipment using pre-printed labels in SendSuite Live.
Learn how to resolve the error "Error: Transmit Data Failed with creation or upload of Shipping Services File." in the End Of Day status of a manifest in SendSuite Live with Windows authentication.
Learn how to resolve the error "System.ApplicationException: Your request failed because the carrier returned the following error: Unauthorized" when setting up a Shipping API carrier in SendSuite Live.
Learn how to resolve the error message "Package #1: Commodity Origin/Manufacture Address is missing or invalid SHM5-A" when shipping international in SendSuite Live.
Learn how to resolve the error "A system error occurred, try again later. If the error persists, please contact the service provider." when shipping using the Pitney Bowes Shipping API with USPS in SendSuite Live or SendSuite Xpress.
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 message "Unable to update transaction database: Incorrect syntax near 'THROW'" in SendSuite Live.
Learn how to resolve the message "1070014 ShipmentId or Tracking Number could not be found error" in SendSuite Live.
Learn how to resolve a "DATA CORRECTIONS MESSAGE Postal Code contains a Space or Dash" email from Canada Post when manifesting in SendSuite Live.
Learn how to resolve the message "Invalid RequesterID. Error encountered" when rating or shipping with USPS Postage Endicia in SendSuite Live.
Learn how to resolve the error "Authentication failed" when requesting security credentials for FedEx web services in SendSuite Live.
Learn how to resolve the error "Unable to Connect: Please check the Meter is connected. Failed to complete the OpenDevice sequence" in SendSuite Live.
Learn how to resolve the Event Viewer error "System.UnauthorizedAccessException: Filename: redirection.config Error: Cannot read configuration file due to insufficient permissions at . . ." in SendSuite Live.
Learn how to resolve the error "Update.exe has stopped working" when opening the SendSuite Live Installation and Updates utility.
Learn how to resolve the error "Invalid Booking Confirmation Number" when shipping FedEx Freight International in SendSuite Live.
Learn how to resolve the error "Error whilst downloading label from GCS. Exception: The underlying connection was closed: An unexpected error occurred on a send." when shipping with the with PB Shipping API in SendSuite Live.
Learn how to resolve the error "Shipper Number Canceled in CRIS (514)" when commissioning UPS in SendSuite Live.
Learn how to resolve the error "Invalid field value related to Payment. errorCode:invalid.request.field,errorMessage..." when shipping using Shipping API in SendSuite Live.
"Partial failure. Some elements of your shipment were successful but other failures occurred." after upgrading to SendSuite Live 7.33.03
Learn how to resolve an inability to download BPOD and DETEXTRO files from USPS using PDX in SendSuite Live. The debug logs show a 403 (Forbidden) error.
Learn how to resolve the message "An error has occurred on the meter" when starting a batch in SendSuite Live using a Connect + meter.
Learn how to resolve the error "Dutiable segment Declared Amount Warning Note! Shipment exceeded value limits for consignee country may require pre-approval and added transit time." when shipping DHL International API to countries without ZIP codes in SendSuite Live.
Learn how to resolve the error "You do not have an appropriate license to use this function" on the SendSuite Live Project Design page.
Learn how to resolve the error message "Reason for export explanation must be used when Reason for Export is set to other. If the reason for export / content type is other the user must enter the content type." when shipping internationally with the Pitney Bowes Shipping API in SendSuite Live.
Learn how to resolve the error "Server component not invoked" when rating ConnectShip carriers in SendSuite Live.
"Carrier did not respond" or "Carrier Failed to Respond" with ConnectShip carriers in SendSuite Live
Learn how to resolve the error "Carrier did not respond" or "Carrier Failed to Respond" with ConnectShip carriers in SendSuite Live.
Learn how to resolve the message "This content cannot be displayed in a frame" when tracking a package in SendSuite Live.
Learn how to resolve the error "No response was received from the request you last made" with event code 3008 when loading a project in SendSuite Live.
Learn how to resolve the error "Connectship UPS: error initializing database UPS_customdata : Unable to locate migration instructions" in SendSuite Live.
Learn how to resolve the message "Invalid customs option type" when creating a FedEx International return label in SendPro Enterprise.
Learn how to resolve the error "errorCode": "PB-APIM-ERR-1004", "errorDescription": "Invalid API Call" when attempting to register the PB Shipping API carrier in SendSuite Live.
Learn how to resolve the error "Server Error in '/SendSuite Live Shipping/Configuration' Application. Security Exception" when signing in to SendSuite Live Shipping Administration.
How to resolve the error "Error There is an error in XML document" when using the SendSuite Live eBay eCommerce integration tool.
Learn how to resolve the error "Missing or invalid element: Contents Type" when shipping to APO or US Territory in SendSuite Live.
Learn how to resolve the error "Unrecognized attribute 'targetFramework'" when loading SendSuite Live pages.
Learn how to resolve the message "An error has occurred on the meter: {0}" when SendSuite Live attempts to connect to a DM300 or DM400 series meter.
Learn how to resolve the message "HTTP Error 503. The service is unavailable." when signing in to SendSuite Live
Learn how to resolve the error "Error occurred during Login. Please contact your system administrator." when trying to sign in to SendSuite Live.
Learn how to resolve the error "Commodity Harmonized code is missing or invalid" when shipping with Canada Post International in SendSuite Live.
Learn how to resolve the message "Unable to download required files from the update server. Please ensure your proxy allows access to .zip and .xml files" when running SendSuite Live updates.
"Unable to get custom rate: object reference not set to an instance of an object." in SendSuite Live
Learn how to resolve the error "Unable to get custom rate: object reference not set to an instance of an object." in SendSuite Live.
Learn how to resolve the error "Server Error in '/SendSuite Live Shipping/Configuration' Application. Parser Error" when loading reports in SendSuite Live.
Learn how to resolve the message "Error Printing Document ConvertPositionToBinary method is not supported for this device" when shipping with UPS Consolidated in SendSuite Live. No label is generated.
Learn how to resolve the error "Total Customs Value (119) or Commodity Line Item Unit Value (1030-#) required." when shipping FedEx Server to Puerto Rico in SendSuite Live.
Learn how to resolve the error "The printer does not support given paper size." when printing or reprinting a commercial invoice from SendSuite Live.
Learn how to resolve the error "The following errors were encountered: ConnectShip UPS (Consolidated): Unable to configure component: Unable to validate CSI_DATA SQL instance" when running maintenance in ConnectShip Progistics Management Console for SendSuite Live.
Learn how to reset the FedEx communication to resolve the error "Comm Failed" when running FedEx Communication in SendSuite Live.
Learn how to resolve the error "Check Label Stock" when loading label stock in a J696 printer used with SendSuite Live.
Learn how to resolve the message "incomplete commodity description" when shipping FedEx international in SendSuite Live or SendPro Enterprise.
Learn how to resolve the error "Inactive Customer Account" when shipping via FedEx Web Services in SendSuite Live.
If the message "A problem occurred while trying to weigh using the scale: No value returned from the scale, please check it is attached correctly." appears when trying to weigh something, there is an issue with the Client Scale Component XML file.
Learn how to resolve an error that the service is not supported when shipping a USPS Ground Advantage package with Special Service Registered Mail in SendSuite Live.
The message "ERROR Failed to complete the OpenDevice sequence Meter 0" occurs because the IP Address on the Connect+ device is not static. A static IP address is required.
Learn how to resolve SendSuite Live not printing.
Learn why the description and comment section is missing from a UPS API label in SendSuite Live or SendPro Enterprise.
Learn how to resolve a Zebra label not printing in SendSuite Live.
Learn how to resolve an issue where pressing the Enter key in a SendSuite Live mailroom project reloads a blank page or the login screen.
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 why the Loomis end of day is missing the current date in SendSuite Live.
Learn how to resolve a "PLD PENDING" message printed on the End of Day label when printing the UPS pickup summary barcode report in SendSuite Live.
Learn how to resolve the error "Registered Mail selected, Declared Value Required" in SendSuite Live with the Pitney Bowes Shipping API carrier, Priority Mail, and special service Registered Mail.
Learn how to resolve labels feeding continuously without pausing on a 1E26 thermal printer with SendSuite Live.
Learn how to resolve an issue where the order number digits are out of order when scanning an order with a J794 scanner in SendSuite Live.
Learn how to resolve when a JZ20 printer, it feeds six inches, but only prints the recipient address and leaves the rest of the label blank in SendSuite Live. In addition, the printer flashes red.
Learn what to do if when checking for updates in ConnectShip Progistics Management console, no updates are available, and installed updates cannot be viewed.
Learn how to resolve the error "Carrier Failed to Respond" when shipping via a ConnectShip carrier (USPS Server, UPS Consolidated).
Learn how to resolve when UPS API labels print with the wrong orientation or do not print at all in SendSuite Live.
Learn how to resolve a barcode missing from a First Class label printed in SendSuite Live.
Learn how to resolve an issue where information is not being passed from the QubeVu Dimensioner to a SendSuite Live project.
Learn how to resolve an issue where the Country Codes menu is empty in SendSuite Live after disabling TLS 1.0 and 1.1. Other drop-down menus may also be empty and there may also be communications issues.
Learn how to resolve issues that occur after the Run As user is changed in SendSuite Live.
Learn how to resolve an unexpected $5.00 accessorial fee when shipping UPS in SendSuite Live.
Learn how to resolve an issue where a certified label does not print in SendSuite Live.
Learn how to resolve an issue where Zebra format thermal labels printed from SendSuite Live are blurry, fuzzy, or unclear.
Learn how to resolve an issue where every other page is blank when printing the USPS MMS Manifest and MMS Statement from a SendSuite Live View project.
Learn what to do about an email from Purolator reporting that the current Service Directory files distributed are not up to date in SendSuite Live.
Learn how to resolve when Signature Required is added even though it was not selected when shipping with UPS Consolidated in SendSuite Live.
Learn how to resolve when batch tracking completes but does not update delivery statuses in SendSuite Live.
Learn how to resolve an issue where the UPS API fails to rate, ship or validate addresses in SendSuite Live.
Learn how to resolve an issue where the custom Updater does not update the database after SendSuite Live is updated to version 7.30.
Learn how to resolve an issue where the manifest USPS Scan Form is not generated when performing end of day for the PB Shipping API USPS carrier in SendSuite Live.
Learn how to resolve an issue where the label is generated but does not print when processing batch shipments using the pending table in SendSuite Live version 7.30.01.
Learn how to resolve label printing fails on a 1E03, J645, 1E23, 1E26, J693, or J696 label printer used with SendSuite Tracking, SendSuite Live, SendSuite Arrival, SendSuite Xpress, or Ascent.
Learn how to resolve slow performance when processing shipments in SendSuite Live.
Learn how to resolve a label that was printed on a 1E26 label printer used with SendSuite Tracking, SendSuite Live, SendSuite Xpress, Ascent, or SendSuite Arrival not scanning.
Learn how to resolve when the SendSuite Live Bulk Proof Of Delivery download task fails to retrieve the proof of delivery files from the USPS FTP site.
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 Internet Explorer is automatically redirected to Microsoft Edge, contact us for assistance.
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 your PB Shipping API - USPS Detailed Shipping Report shipment values do not match software SendPro Enterprise or SendSuite Live, contact software support.
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, PitneyShip, or PitneyShip Pro.
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.
SendSuite Live or SendSuite Tracking may be unable to connect to the SFTP server because the SFTP server is being upgraded, so the host key values need to be updated.
Learn how to resolve an issue where the international duties are being billed to the shipper even though the Duties Bill To is set to Third Party in SendSuite Live.
Learn how to resolve a message about an expired date in the FedEx rate table in SendSuite Live.
Maintenance
Learn how to clean the printhead on a J696 or J693 label printer used with SendSuite Live, SendSuite Xpress, Ascent, SendSuite Shipping, LobbyTrac, and LobbyGuard.
Learn how to replace the Pierbridge NAFTA Certificate of Origin document with the USMCA Certificate of Origin document in SendSuite Live.
SendSuite Live uses Microsoft SQL Server as the database engine. It is recommended to perform regular backup and maintenance on the SendSuite Live database to ensure optimum performance. This maintenance includes backing up the database and backing up and truncating the transaction log.
Learn how to reset (stop and restart) Internet Information Services (IIS).
Learn how to clean and disinfect printers used with PitneyTrack Inbound, SendSuite Tracking Online, SendSuite Tracking, SendSuite Live, SendSuite Xpress, Arrival, or Ascent.
Rate Change
Learn how to install ConnectShip UPS contract rates in SendSuite Live.
How to update Canada Post Custom Rates in Progistics Management Console for SendSuite Live.
Learn how to update Time in Transit for Canada Post at Rate Change in SendSuite Live.
Get information about rates and updates for SendSuite Live.
Reporting, History & Accounting
Learn how to view the PB Shipping API USPS Automated Package Verification (APV) adjustment charge report in SendSuite Live.
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 find more information about shipments listed in the PB Shipping API USPS Postage Adjustment report.
Documents and Software
How to run Internet Explorer hardware plugin updates for SendSuite Live
Installing ConnectShip updates for SendSuite Live
Installing the PB Shim Proxy Layer
Rates and Updates
Release Notes
Updating the PB Shim Proxy Layer
Verifying or enabling TLS 1.2 for Carrier Data Transmission Security Compliance
DeviceHub for SendSuite Live Specification
Prepare for the New PB Carrier Library
SendSuite Live Standard Documentation and Labels White Paper
SendSuite Live System Requirements
SendSuite Live Version 6.16 Release Notes
SendSuite Statements Changing from IOP to API
SendSuiteLive Version 7.1.06 Release Notes
For information on service offerings and level of support, download the
Pitney Bowes Technical Support Overview