"PB Commerce Cloud Not Found" message on the SendPro C Lite, SendPro C, SendPro+ (2H00, 8H00)

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

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: May 12, 2020

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

Select your connection type:

Wired connection

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 under DHCP.
    • If your connection type is Static IP, follow the steps below under Static IP.

DHCP

  1. Select DHCP.
  2. Tap Connect.
  3. If it does not connect, unplug the power cord and the network cable from the back of the device. The screen should turn off after 10 seconds.
  4. Wait 2 minutes.
  5. Plug the power cord and the network cable back in, ensuring that the power cord is plugged directly into a wall outlet and the network cable is plugged securely in the network port available on the back of the device.
  6. Quickly tap and release the power button to turn the device back on.
  7. Tap the Settings icon in the toolbar.
  8. Tap Wired (Ethernet) and make sure that DHCP is selected.
  9. Tap Connect.

Static IP

  1. Select Static IP.
  2. Make a note of the IP Address, Netmask, Gateway and DNS Address.
  3. Tap Connect.
  4. Scroll down to IP Address, Netmask, Gateway and DNS Address.
  5. Verify that all of the information entered in those fields is correct.
  6. Tap Connect.
  7. Remove the network cable from the back of the device.
  8. Tap the Connect button. The device will try to connect. Wait until the connection fails.
  9. Plug the network cable back into the back of the device.
  10. Delete the values in the IP Address, Netmask, Gateway, and DNS Address boxes.
  11. Enter the IP Address, Netmask, Gateway, and DNS Address that you noted in step 2.
  12. Tap Connect.
  13. Tap in the DNS Address box.
  14. Press backspace to delete the DNS address.
  15. Enter the DNS Address that you noted in step 2.
  16. Tap Connect.

Wireless (Wi-Fi) connection

These steps are for connections that use DHCP. If your wireless connection requires a static IP address, 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. Tap Connect.
    1. Check if the IP address is showing all zeroes on the connecting to Network Screen.
  8. Wait for the message "Unable to Connect to the Internet".
  9. Tap the Settings icon in the toolbar.
  10. Tap Wi-Fi.
  11. Turn on the Wi-Fi by sliding the toggle to the right.
  12. Tap on the name of your Wi-Fi network.
  13. Enter the Wi-Fi network password.
  14. 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.