VERIFIED SOLUTION i

Wireless connection issues on the SendPro C, SendPro+

Products affected: SendPro® C, SendPro®+ (8H10)
  • The meter is not connecting to the Pitney Bowes Data Center via a wireless (WiFi) connection.
  • The meter may display any of the following messages:
    • "Error Unable to resolve host"
    • "Unable to resolve api.pitneybowes.com/ca".
    • "Failed to Update Please Contact Pitney Bowes"

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

Network connection issues may be caused by problems with the settings, wireless connection, or a firewall.

To troubleshoot issues with a WiFi connection, follow the steps in each section below.

Restart the meter

  1. Unplug the power cable. The screen should turn off after 10 seconds.
  2. Wait 2 minutes.
  3. Plug the power cable back in, ensuring that it is plugged directly into a wall outlet.
  4. Quickly tap and release the power button to turn the meter back on.

Check the wireless signal strength

Check the signal strength with the WiFi gauge. If you are getting fewer than two bars, performance may be reduced or intermittent. Wireless signals may be degraded by physical barriers such as walls and doors, or interference from other devices such as microwaves, cordless phones and other WiFi networks.

Some tips to increase wireless signal strength:

  • Relocate the meter 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 WiFi network if one is available.

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 meter to get an IP address automatically and do not need a static IP address:

  1. Turn WiFi off.
    1. Tap the Settings (gear) icon.
    2. Tap Wi-Fi in the Device & Network section.
    3. Move the slider for Wi-Fi all the way to the left so it says Off.
  2. Restart the meter.
  3. Turn WiFi back on.
  4. Forget the currently connected network:
    1. Tap the Settings (gear) icon.
    2. Tap Wi-Fi in the Device & Network section.
    3. Select the current network.
    4. Tap the Forget button.
  5. Re-enter the WiFi password for your network.
  6. Tap Connect.
    • Make sure that you are connecting to the correct WiFi network.
    • Make sure that you have the correct WiFi 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 WiFi name list appears.

Firewall issues

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

Your network firewall may be blocking ports or addresses that are required for proper functioning of the meter. See the SendPro C Connectivity Guide for connection details.

Contact your IT department for assistance if needed.

UPDATED:  September 3, 2019