Wired network connection issues on the SendPro C, SendPro+

Products affected:
SendPro® C, SendPro®+ (2H20)

Issue

  • The meter is not connecting to the data server via a wired network (Ethernet) connection.
  • The meter displays the message "Unable to resolve host" or "Unable to resolve api.pitneybowes.com".
  • The meter displays the message “Failed to Update Please Contact Pitney Bowes”.
Note: If you are experiencing issues with a wireless (WiFi) connection, refer to Wireless (WiFi) connection issues on the SendPro C/SendPro +.

Cause

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

Resolution

UPDATED: 20 September 2019
To troubleshoot issues with a wired network connection, follow the steps in each section below.
  • Restart the meter
  • Check the physical connection
  • Check the network settings
  • Proxy settings
  • Firewall issues
Restart the meter
  1. Unplug the power cord and network cable.
  2. Wait for the screen to turn off.
  3. Wait one minute.
  4. Turn the power back on.
  5. Once the meter turns back on, plug the network cable back in.
  6. Wait one minute, then try the connection again. 
Check the physical connection
  1. Check the LED lights located on the back of the meter where the network cable plugs in. These lights should become lit within one minute of turning on the meter.
Note: Make sure that the meter is not connected to a phone line or to a computer with PC Meter Connect, as this meter does not support those connection types.
  1. Make sure that the network cable is securely plugged into the meter. You should hear a soft click when it is fully inserted.
  2. If the LEDs are not lit, verify that the other end of the network cable is plugged into an active router or wall jack.
  3. If the cable is plugged in but the LEDs are not lit, try a different cable. After a new cable is installed, if there are still no lights, contact technical support. Please have your model and serial number ready.
Check the network settings

For information about the connection settings required on your network, contact your IT department.

If you want the meter to get an IP address automatically and do not need a static IP address:
  1. Tap Settings (gear icon).
  2. Tap Wired (Ethernet).
  3. Select the Connection Type DHCP.
  4. Tap Connect.
If you need to set the meter to a static IP address:
  1. Select the Connection Type Static IP.
  2. Enter the IP address, Netmask, and DNS Address. Contact your IT department for this information.
Proxy settings

If credentials are required to sign in to your network, then your network most likely uses a proxy server. If you are unsure about what your proxy settings are, contact your IT department.

Firewall issues

If available, try a wireless (WiFi) connection. Refer to Setting up a WiFi (wireless) network connection on the SendPro C / SendPro +.

Your network firewall may be blocking ports or addresses that are required for proper functioning of the meter. Contact your IT department for assistance if needed.
  • The meter requires ports 80 (HTTP), 443 (HTTPS), 53 (DNS), 5938 (Team Viewer), 2300, and 8080 (OS updates) to be unblocked.
  • See the SendPro C, SendPro + Connectivity Guide for a complete list of the addresses that need to be unblocked.
For advanced network troubleshooting, see the SendPro C, SendPro + PingToolsPro Connectivity Diagnostic Guide

If you need further assistance, please use the Contact Us options below.