Resolve "No Products Found" when selecting Scan for Products in IntelliLink Desktop

Products affected: SendSuite® Xpress, Ascent™, IntelliLink Desktop

Issue

On the Products tab in IntelliLink Desktop version 5 (ID5), the message "No Products Found" is displayed even after selecting the Scan for Products button.

Cause

IntelliLink Desktop is not able to detect products installed on the computer that are eligible to receive update.

Resolution

UPDATED: October 10, 2017
Option 1:  Assign a domain administrator account to the IntelliLink Desktop Service

If SendSuite Xpress or Ascent resides on a network drive, communication through the network needs to be done with an account that has sufficient rights. To accomplish this, assign a domain administrator account to the IntelliLink Desktop Service. You may need to contact your IT department for assistance in obtaining the domain\username and password of a domain administrator account.
  1. Select the Windows Start icon.
  2. In the search box, type services.msc and press Enter.
  3. Scroll down to the IntelliLink Desktop service.
  4. Right-click on IntelliLink Desktop and select Properties.
  5. On the General tab, select the Stop button.
  6. Select the Log On tab.
  7. Select This account, then enter the domain\username and password for a domain administrator account.
  8. Select the Apply button in the lower right.
  9. Select the General tab.
  10. Select the Start button.
  11. Close the Services window.
  12. Open IntelliLink Desktop. Select the Products tab to confirm that your product is now listed.
    • If it is not, select Scan for Products to find your product.
    • If it is still not listed, proceed to option 2.

Option 2:  Uninstall and reinstall IntelliLink Desktop 5
  1. Select Start > Control Panel.
  2. Select Uninstall a Program.
  3. Select IntelliLink Desktop64 in the list of products and select Uninstall.
  4. When prompted Are you sure you want to uninstall IntelliLink Desktop64, select Yes.
  5. Select IntelliLink Desktop in the list of products and select Uninstall.
  6. When prompted Are you sure you want to uninstall IntelliLink Desktop, select Yes.
  7. Close the Programs and Features window.
  8. Go to www.pb.com/intellilinkdesktop.
  9. Scroll down and select Download.
  10. Once the download completes, in your Downloads folder, right-click on the downloaded file and select Run as administrator.
  11. Select Next on the welcome screen.
  12. Accept the license agreement and select Next.
  13. Select Finish.
  14. The IntelliLink Desktop program will open. Add your email address to be alerted to updates and select Save.
  15. Select the Products tab to confirm that your product is now listed.
    • If it is not, select Scan for Products to find your product.
    • If it is still not listed, verify that the username and password entered in Option 1 is a valid administrator account.
If the issue is still not resolved, contact software support for assistance.