Wireless (Wi-Fi) connection issues 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 is not connecting to the Pitney Bowes Data Center via a wireless (Wi-Fi) connection.
  • The device may display any of the following messages:
    • "Error Unable to resolve host"
    • "Unable to resolve api.pitneybowes.com/us".
    • "Failed to Update Please Contact Pitney Bowes"
If you are experiencing issue with a wired network connection, see Wired network connection issues.

Cause

Network connection issues may be caused by problems with the settings, wireless connection, or a firewall.

Resolution

UPDATED: May 11, 2020
To troubleshoot issues with a Wi-Fi connection, follow the steps in each section below.

Solution 1: Restart the device

  1. Unplug the power cord. The screen should turn off after 10 seconds.
  2. Wait 2 minutes.
  3. Plug the power cord back in, ensuring that it is plugged directly into a wall outlet.
  4. Quickly tap and release the power button to turn the device back on.

Solution 2: Check the wireless signal strength

Check the signal strength with the Wi-Fi gauge. If you are getting fewer than two bars, performance may be reduced or intermittent. Wireless signals may be degraded by physical barriers such as walls and doors, or interference from other devices such as microwaves, cordless phones and other Wi-Fi networks.

Some tips to increase wireless signal strength:

  • Relocate the device or your wireless access point so that they are closer together.
  • Turn off or move other devices that may be interfering with the signal.
  • Select another internal Wi-Fi network if one is available.

Solution 3: Check the network settings

For information about the connection settings required on your network, contact your IT department or service provider.

If you wish the device to get an IP address automatically and do not need a static IP address:

  1. Turn Wi-Fi off.
    1. Tap the Settings icon in the toolbar.
    2. Tap Wi-Fi in the Device & Network section.
    3. Move the slider for Wi-Fi all the way to the left so that it says Off.
  2. Restart the device.
  3. Turn Wi-Fi back on.
  4. Forget the currently connected network:
    1. Tap the Settings icon in the toolbar.
    2. Tap Wi-Fi in the Device & Network section.
    3. Select the current network.
    4. Tap the Forget button.
  5. Re-enter the Wi-Fi password for your network.
  6. Tap Connect.
    • Make sure that you are connecting to the correct Wi-Fi network.
    • Make sure that you have the correct Wi-Fi password and identity if required.

If you need to set an EAP Method, proxy server, or change between DHCP and static IP addresses, tap Advanced Options. If Advanced Options does not appear, tap Forget instead, then tap your network name after the Wi-Fi name list appears.

Solution 4: Check for firewall issues

Your network firewall may be blocking ports or addresses that are required for proper functioning of the device.

Contact your IT department for assistance if needed.

For a complete list of the addresses that need to be unblocked, see the SendPro C Lite, SendPro C, SendPro+, SendPro C Auto Connectivity Guide.

Solution 5: Try a wired connection

If available, try a wired connection instead. See Setting up a wired network connection.

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