Blank or white screen in the SendPro desktop app for Windows or Mac

Products affected: SendPro® desktop app for Windows or Mac

Issue

When attempting to use the SendPro desktop app on a Windows or Mac computer, a blank or white page is displayed.

Cause

  • There may be an issue with your Internet connection.
  • A firewall, anti-virus program, or proxy server on your network may be blocking the connection.
  • There may be an issue with rendering web graphics in the application.

Resolution

UPDATED: October 29, 2020
  1. Click the Refresh button at the top of the application window.
If this resolves the issue, but it has to be done every time the SendPro® desktop application is launched, perform the following steps:

Clear the SendPro application cache

Windows 7

  1. Close the SendPro desktop application.
  2. Click Windows Start.
  3. In the Windows Search box, type Run and press Enter.
  4. In the Run dialog box, type AppData and click OK.
  5. Open the Local folder.
  6. Locate the SendPro folder and right-click, then Delete.
  7. Restart the SendPro desktop application.

Windows 10

  1. Close the SendPro desktop application.
  2. Click Windows Start.
  3. In the Windows Search box, type %appdata% and press Enter.
  4. The folder will open to Roaming. Click on App Data in the folder path at the top of the screen.
  5. Open the Local folder.
  6. Locate the SendPro folder, right-click on it, and select Delete.
  7. Restart the SendPro desktop application.
Mac OS X
  1. Quit the SendPro desktop application.
  2. Return to your Mac OS X desktop.
  3. Option+Left-click the Go menu.
  4. Open Library.
  5. Expand the folder Caches.
  6. Right-click on the SendPro folder and choose Move to Trash.
  7. Restart the SendPro desktop application.

If you get a white page after clicking Refresh

In the bottom left of the SendPro desktop application window, note which of the following is displayed:
  • Any website address (e.g. https://sendpro.pitneybowes.com)
  • about:blank
If "about:blank" is displayed at the bottom of the SendPro window:
  1. Attempt to access any other website, such as www.google.com. If you also get a blank page at any other website, then there is most likely a problem with your internet connection. Contact your IT department or Internet Service Provider (ISP) for assistance.
  2. If you do not get a blank page at any other website, but you continue to get a blank page in SendPro, then a firewall, anti-virus program, or proxy server on your network is most likely blocking your connection to the SendPro servers. To resolve this issue, you will need to whitelist or add an exception for the following addresses to ensure that traffic to and from them is allowed. Contact your IT department for assistance.
  • https://sendpro.pitneybowes.com
  • http://www.pitneybowes.com
  • http://www.pb.com
  • https://login.pitneybowes.com/sendpro
  • https://sending.us.pitneybowes.com/
  • imp.sl.pb.com
  • agent.sl.pb.com
  • *.gcs.pitneybowes.com
  • 199.231.33.6
  • 199.231.44.12
If the issue is still not resolved after ensuring that traffic to and from all of these addresses is allowed, contact technical support.


If a website address is displayed at the bottom of the SendPro window:
  1. Right-click on the SendPro shortcut on your desktop and choose Properties.
  2. Select the Compatibility tab.
  3. Check the Run this program in compatibility mode for box.
  4. From the Compatibility mode drop-down menu:
    • If you are using Windows 7, choose Windows Server 2008 (Service Pack 1).
    • If you are using Windows 8, 8.1 or 10, choose Windows 7.
  5. Select OK.
  6. Relaunch the SendPro application.
  7. If this does not resolve the issue and you are using Windows 8, 8.1 or 10, repeat these steps and try selecting Windows Vista (Service Pack 2) in the Compatibility mode menu.
If the issue is still not resolved:
  1. Right-click on the SendPro shortcut on your desktop and choose Properties.
  2. Select the Compatibility tab.
  3. Leave the Run this program in compatibility mode for box checked.
  4. If you are using Windows 7, check the Run in 256 Colors box. If you are using Windows 8, 8.1 or 10, check the Reduced color mode box and select 8-bit (256) color from the drop-down menu.
  5. Select OK.
  6. Relaunch the SendPro application.
If this does not resolve the issue, try updating your Intel or AMD graphics drivers.