VERIFIED SOLUTION i

Connection issues on the Connect+ Series and SendPro P-Series

Products affected: Connect+® 500W, Connect+® 1000, Connect+® 2000, Connect+® 3000, SendPro® P1000, SendPro® P1500, SendPro® P2000, SendPro® P3000

Issue

The Connect+® / SendPro™ P-Series has one of the following issues or displays the below errors:
  • The mailing machine will not refill postage.
  • The mailing machine will not download updates.
  • Manage accounts cannot be accessed.
  • Items under tools show a blank page.
  • Print Shipping Label, Ship A Package, or Receive a Package show a blank page
  • 018061001A: An error occurred while uploading transaction records
  • 018061001B: Account synchronization error
  • 018761000A: Icom failed to connect
  • 018761000B: Data center URL error
  • 018761000E: Icom using default URL
  • 018761000F: Icom found no files to upload
  • 0187A10017: No network connection detected
  • 0193A1000F: Connection to data center is busy
  • 019541000A: Data center not available
  • 019561000B: Distributor error
  • 019561003B: Data center cannot verify signature
  • 019721001C: System internal error
  • 019721001E: PB Customer Configuration Data error
  • 019721001F: System connection error
  • 020124001C: Failed to connect to required URL
  • Data center connection timeout occurred: 018761000D, 018761000C
  • Data center not available: 019561003A, 019561001D, 019561000E
  • 0180610013, 0180610014, 0180610014, 0180610015, 0186610008, 0187410013, 0187610002, 0187610003, 0187610004, 0187610005, 0187610006, 0187610008, 0187610014, 0187610015, 0187610016, 0187610017, 0187810001, 0187810007, 0187810009, 0190410010, 0195610012, 0195610013, 0195610014, 0195610015, 0195610016, 0195610027, 0195610029, 0195610038, 0195610041, 0197210006, 0197210007, 0197210008, 0197210009, 0197210017, 019721001B, 0197410012, 0197410013

Cause

The Connect+ / SendPro P-Series machine has a connection problem.

Resolution

UPDATED: June 3, 2019
Solution 1
  1. Select Clear Message to clear the error.
  2. Check for green/amber or orange/amber lights where your network cable plugs into the back of your meter:
    1. If you see lights, your network cable is connected.
    2. If you see no lights, make sure both ends of the network cable are plugged in securely.
Solution 2
Restart the machine:
  1. Select the gear icon from the lower right corner of the home screen.
  2. Select Shut Down from the menu.
  3. Select Shut Down from the pop-up.
  4. Wait for the display and blue light to go out. This may take a few minutes.
  5. Press the Power button.
  6. Clear any errors and test the connection.
Solution 3

If the meter is on version 24 or higher the error code will have a button to run the network test. The network test is the best way to find out what the meter cannot connect too.
User-added image
See also How to use the Network Test Tool

The Network test can also be run from the settings menu:
  1. From the Home screen, select the Settings button within Mailing.
  2. Select Internet & Network.
  3. Select Network Test.
  4. Select Perform network test. The icon next to each item will tell you the status of the network test.
    1. A blue circle means the test is still running.
    2. A green check mark means the test passed.
    3. A red circle with an exclamation point mean the test failed.
Select Show Details next to any failed item and the meter displays:
  • The URL that the meter could not connect to.
  • The Http error code for the failure.
  • It may give a possible resolution.
Have the client show the results of any failures to their IT department.

Solution 4

(Optional) If you are connecting with a wireless hotspot (3G/4G):
  1. Power down the hotspot by pressing the power button or removing the power cable.
  2. Remove the network cable from the hotspot.
  3. Wait one minute.
  4. Power the hotspot back on.
  5. Wait for the hotspot to display the signal strength or the internet light to turn on.
  6. Reconnect the network cable.
  7. From the Home screen of your meter, select Rates & Updates.
  8. If you receive an infrastructure error, select Retry.
  9. If you are still having issues, reboot the machine.
Solution 5

Review the Connect+/SendPro P Series Networking Technical Specifications. Ensure your network is not preventing your meter connecting to Pitney Bowes.