"PB Commerce Cloud Not Found" message on the SendPro C, SendPro +

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

Issue

When connecting to the PB Commerce Cloud or when syncing data, the following message is displayed:

PB Commerce Cloud Not Found
There's a good chance it's a problem on our end. Wait a moment and try again. If the problem persists, contact Technical Support. Error Code: 51

Cause

Unable to Sync Royal Mail transaction data due to connection related issues. Network connection issues may be caused by problems with the settings, the physical connection, or a firewall.

Resolution

UPDATED: 20 September 2019
For information about the connection settings required on your network, contact your IT department. Select your connection type:
Wired connection

First, determine your connection type:
  1. Tap the Settings (gear) icon in the global toolbar.
  2. Tap Wired.
  3. Check to see which connection type is selected.
  4. If your connection type is DHCP, follow the steps below under DHCP.  If your connection type is Static IP, follow the steps below under Static IP. 
DHCP
  1. Select DHCP.
  2. Tap Connect.
  3. If it does not connect, unplug the power cable and the Ethernet cable from the back of the meter. The screen should turn off after 10 seconds.
  4. Wait 2 minutes.
  5. Plug the power cable and the Ethernet cable back in, ensuring that the power cable is plugged directly into a wall outlet and the Ethernet cable is plugged securely in the Ethernet port available on the back of the meter.
  6. Quickly tap and release the power button to turn the meter back on.
  7. Tap the Settings (gear) icon in the global toolbar.
  8. Tap Wired (Ethernet) and make sure DHCP is selected.
  9. Tap Connect
Static IP
  1. Select Static.
  2. Make a note of the IP AddressNetmaskGateway and DNS Address.
  3. Tap Connect.
  4. Scroll down to DNS Address.
  5. Tap in the DNS Address box.
  6. Press backspace to delete the DNS address.
  7. Enter the DNS Address that you noted in step 2.
  8. Tap Connect.
  9. Remove the network cable from the back of the meter.
  10. Tap the Connect button. Wait for the attempted connection to fail.
  11. Plug the network cable back in.
  12. Delete the values in the IP AddressNetmaskGateway, and DNS Address boxes.
  13. Enter the IP AddressNetmaskGateway, and DNS Address that you noted in step 2.
  14. Tap Connect.
  15. Tap in the DNS Address box.
  16. Press backspace to delete the DNS address.
  17. Enter the DNS Address that you noted in step 2.
  18. Tap Connect.

Wireless (WiFi) connection

These steps are for connections that use DHCP. If your wireless connection requires a static IP address, contact technical support. Only perform these steps if you know the password for your Wi-Fi network.
  1. Tap the Settings (gear) icon in the global toolbar.
  2. Tap Wi-Fi.
  3. The Wi-Fi screen appears, displaying a list of all the available networks.
  4. Tap the network you want to delete.
  5. The details for the network appear.
  6. Tap the Forget button to delete the connection.
  7. Turn off the Wi-Fi by sliding the toggle to the left.
  8. Unplug the meter from the power.
  9. Wait 10 seconds.
  10. Plug the power cable back in.
  11. Tap the power button.
  12. Tap the Settings (gear) icon
  13. Tap Wi-Fi.
  14. Turn on the Wi-Fi by sliding the toggle to the right.
  15. Tap the name of your Wi-Fi network.
  16. Enter the Wi-Fi network password.
  17. Tap Connect.
If you need further assistance, please use the Contact Us options below.