VERIFIED SOLUTION i

Resolve Oops Something went wrong in SendPro

Products affected: Connect+ 500W®, Connect+ 1000®, Connect+ 2000®, Connect+ 3000®, SendPro™ P1000, SendPro™ P1500, SendPro™ P2000, SendPro™ P3000, SendPro™

Issue

When attempting to use SendPro™, the message "Oops! Something went wrong!" is displayed.

Cause

  • The SendPro USB scale was disconnected from your computer
  • There is an issue with your Internet connection
  • Your computer has DNS cached
  • The authToken or UserLoggedIn cookies in your web browser are missing or out of sync with the SendPro web server
  • A firewall, anti-virus program, or proxy server on your network is refusing the connection to the SendPro web servers
  • There may be an issue with the SendPro web servers

Resolution

UPDATED: September 9, 2019
USB Scale

If the error "Oops! Something went wrong!" appears after disconnecting the SendPro USB scale from your computer, select Close to close the pop-up box with the error message and reconnect the USB scale to your computer.
 

Check your Internet connection

If you are using SendPro on a Windows or Mac computer, attempt to access any other website such as www.google.com. If you are using SendPro on a Connect+ or SendPro P Series machine, using a computer connected to the same network as the machine, attempt to access any other website such as www.google.com. If you are unable to access any other website, this suggests there is some issue with your Internet connection. You will need to contact your IT department or Internet Service Provider (ISP).
 

Flush your DNS cache

This error may occur if your computer has DNS entries cached. Follow these steps to flush your computers DNS cache:
  1. Open the Command Line Prompt:
    • If using Windows 8 or above, type cmd in search and select Command Prompt
    • If using Windows 7 or below, select the Windows Start icon, in the search box type cmd, and select cmd.exe
  2. Enter the following command:
C:\Users\Username> ipconfig /flushdns
 

Session ID cookie

Solution 1: Delete your web browser history

This is the easier solution. The drawback of this solution is that when you delete your history, usernames and passwords you have saved for SendPro and other websites will be deleted from your web browsers cache. Also, if you are currently signed in to other websites, your session with the other website may be interrupted.
  1. Close the web browser tab that SendPro is open in
  2. Clear your web browser's history
  3. Navigate to sending.us.pitneybowes.com and attempt to sign in to SendPro

Solution 2: Delete the sending.ca.pitneybowes.ca authToken and UserLoggedIn cookies

The advantage to this solution is that usernames and passwords you have saved for SendPro and other websites will not be deleted from your web browser cache. Also, sessions with the other website will not be interrupted.
  1. View the list of cookies stored in your web browser's cache:
    • Internet Explorer and Google Chrome: Open the Windows Control Panel. Ensure View by (near the upper right corner of the Control Panel) is set to Large icons or Small icons. Select Internet Options. On the General tab, select Settings.
    • Mozilla Firefox: Open a new tab in Firefox and go to about:preferences. Select Privacy. Select remove individual cookies.
    • Microsoft Edge does not have an easy way to view cookies
  2. In search, type sending
  3. Select sending.us.pitneybowes.com
  4. Highlight the authToken cookie and select delete or remove
  5. Highlight the UserLoggedIn cookie and select delete or remove
 

Firewall, anti-virus, proxy server

If you are able to access any other website, follow these steps to determine if a firewall, anti-virus program, or proxy server in your network is blocking the connection to the SendPro web servers. Using a computer connected to the same network as the machine:
  1. Open the Command Prompt:
    • If using Windows 8 or above, type cmd in search and select Command Prompt
    • If using Windows 7 or below, select the Windows Start icon, in the search box type cmd, and select cmd.exe
  2. At the command line prompt, type ping followed by each IP address listed below (example: ping 23.21.89.219)
If the ping displays 4 successful connections, then a firewall, anti-virus program, or proxy server is not blocking the connection. If the ping displays request timed out, then the connection may be blocked. If request timed out is displayed, add the IP address that are resulting in request timed out to your firewall, anti-virus program, or proxy server. Consult your IT department for assistance. After you have added the IP address to your firewall, anti-virus program, or proxy server, try to ping the IP address again. If the ping now displays 4 successful connections, the connection issue has been resolved.
  • 23.21.89.219
  • 52.10.245.181
  • 52.20.77.50
  • 54.85.79.230
  • 54.192.37.190
  • 54.192.162.251
  • 104.25.57.25
  • 172.217.4.36
  • 172.217.4.40
  • 172.217.4.46
  • 172.217.4.238


If you still get the message "Oops! Something went wrong!" in SendPro, contact customer support.