Troubleshooting "PB Commerce Cloud Not Found" with a wireless connection on the SendPro C Lite, SendPro C, SendPro+, SendPro C Auto

Products affected: SendPro® C Lite, SendPro® C, SendPro®+, SendPro® C Auto  (2H00, 8H00, 9H00)

Issue

The device displays the message "PB Commerce Cloud Not Found".

Cause

The device is unable to sync transaction data. This may be caused by problems with the network connection settings, the physical connections, or a firewall.

Resolution

UPDATED: June 1, 2020

First, determine the type of wired connection the device is using:

  1. Tap the Settings icon in the toolbar.
  2. Tap Wired.
  3. Check to see which connection type is selected.
    • If your connection type is DHCP, follow the steps below.
    • If your connection type is Static IP, contact your IT department.

Only perform these steps if you know the password for your Wi-Fi network.

  1. Tap the Settings icon in the toolbar.
  2. Tap Wi-Fi.
  3. Tap the network that your device is using.
  4. Tap the Forget button.
  5. Turn off the Wi-Fi by sliding the toggle to the left.
  6. Unplug the power cord from the device.
  7. Wait 10 seconds.
  8. Plug the power cord back in.
  9. Tap the power button.
  10. Tap the Settings icon on the toolbar.
  11. Tap Wi-Fi.
  12. Turn on the Wi-Fi by sliding the toggle to the right.
  13. Tap on the name of your Wi-Fi network.
  14. Enter the Wi-Fi network password.
  15. Tap Connect.

If it still does not connect:

  1. Tap the Settings icon in the toolbar.
  2. Tap Wi-Fi.
  3. Tap the network that your device is using.
  4. Tap the Forget button.
  5. Turn off the Wi-Fi by sliding the toggle to the left.
  6. Tap the Settings icon in the toolbar.
  7. Tap (Wired) Ethernet with no network cable connected.
  8.  Tap Connect. The IP address should display all zeroes on the connecting to Network Screen.
  9. Wait for the message "Unable to Connect to the Internet".
  10. Tap the Settings icon in the toolbar.
  11. Tap Wi-Fi.
  12. Turn on the Wi-Fi by sliding the toggle to the right.
  13. Tap on the name of your Wi-Fi network.
  14. Enter the Wi-Fi network password.
  15. Tap Connect.

If the device is still unable to connect, contact your IT department. Your network firewall may be blocking ports on addresses that are required for proper functioning of your device.

  • The device requires that the ports 80 (HTTP), 443 (HTTPS), 53 (DNS), 5938 (TeamViewer), 2300, and 8080 (OS updates) are not blocked.
  • Refer to the SendPro C Connectivity Guide for a complete list of addresses that need to be unblocked.

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