Resolve SendSuite Xpress or Ascent freezing when Record button is selected

Products affected: SendSuite® Xpress, Ascent™


When shipping a package, SendSuite® Xpress or Ascent™ freezes after the Record button is selected. The program stops responding, and if you click on the software program window, the message "Not Responding" may appear in the title bar.


The program cannot print a label to the label printer for one of the following reasons:
  • The label printer is not turned on or attached to computer,
  • The printer sensor is blocked, or
  • The queue is full and is not allowing any more labels to be added.


UPDATED: October 26, 2016
To resolve this issue:
  1. Verify that the printer power cord is plugged in, and printer status light is green.
  2. Verify that the USB cord is plugged in securely to both the printer and the computer.
  3. Verify that the printer shows as online in Windows:
    • Windows 8.1:
      1. Select Start, then select the magnifying glass in the upper right.
      2. In the search window, type devices and printers.
      3. Select Devices and Printers from the list.
      4. Verify that the printer displays online (not grayed out).
    • Windows 7:
      1. Select Start > Devices and Printers.
      2. Verify that the printer displays online (not grayed out).
  4. Ensure that the sensor is not blocked by a label:
    1. Press Feed on the label printer to feed out a label.
    2. Tear off the label, making sure to tear cleanly, so no pieces block the sensor.
    3. For model 1E26 label printers, ensure that the sensor panel on the front of the printer is not flush with the printer. It should be pulled out and rotated 30 degrees away from the label exit..
If the issue persists, contact software support.