Wired network connection issues

Issue

The device is not connecting to the data server via a wired network connection.
The device displays the message "Unable to resolve host" or "Unable to resolve api.pitneybowes.com."
The device displays the message "Failed to Update Please Contact Pitney Bowes."

Notes:

If you are experiencing issues with a wireless network connection, see Wireless network connection issues.

Check on the power button. If it is blinking blue, see Flashing blue, red, or white power light on the SendPro C, SendPro+.

Cause

Problems with the settings, the wired connection, or a firewall can cause network connection issues.

Resolution

To troubleshoot issues with a wired network connection, follow the steps in each section below.

Restart the device
Check the physical connection
Check the network connection
Check the network settings
Check for network security issues
Try Wi-Fi

Solution 1: Restart the device

Unplug the power cord and the network cable. The screen should turn off after 10 seconds.
Wait 30 seconds.
Plug the power cord directly back into a wall outlet. Check that the wall outlet is functioning correctly.
Quickly tap and release the power button to turn the device back on.
Once the device turns back on, plug the network cable back in.
Wait one minute, then try the network connection again.

Solution 2: Check the physical connection

Make sure that the network cable is secure in the back of the device. You should hear a soft click when it is fully inserted.
Make sure the network cable is secure in an active network port. To confirm this, contact your I.T. department.
Check the LED lights located on the back of the device where the network cable plugs in. These lights should become lit within one minute of turning on the device and indicate the status of the connection.
- If the lights are off, install a different cable.
- If the lights are still off, contact your I.T. department.
- If both the top (green) and the bottom (orange) network card LEDs flicker constantly (even when the device is asleep), the connection is active.

If you see these lights but the device is still not connecting or any other light pattern, proceed to solution 3.

Solution 3: Check the network connection

Tap SendPro Apps on the Home screen, then tap Network Connection.
1. If a red symbol appears in the upper box, you are not connected to your local network.
2. If a red symbol appears in the lower box, you are connected to your local network but not to the required internet sites.
3. If an orange symbol appears in the lower box, your connection is good but some required services are unresponsive.
4. If a purple symbol appears in the lower box, the internet services check is incomplete.
For all of these, provide your I.T. department with these results.

Solution 4: Check the network settings

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

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

Tap Settings.
Tap Wired (Ethernet).
Select the Connection Type DHCP.
Tap Connect.

If you need to set the device to a static IP address:

Tap Settings.
Tap Wired (Ethernet).
Select the Connection Type Static IP.
Enter the IP address, Netmask, Gateway, and DNS Address. Contact your IT department for this information.

If you need to set a Proxy server:

Tap Settings.
Tap Wired (Ethernet).
Tap Proxy setting.
Enter the Proxy server information. Contact your IT department for this information.

Solution 5: Check for network security issues

Your network security may be blocking ports or addresses that the device requires to function properly. Contact your IT department for assistance if needed.

Solution 6: Try Wi-Fi

If available, try a wireless (Wi-Fi) connection instead. See Setting up a wireless (Wi-Fi) network connection.

If you are unable to connect to the internet, ask your IT department or internet provider to check the internet settings before you contact Pitney Bowes. If you need further assistance, please chat with us.If you need further assistance, please contact us.