Troubleshooting the "PB Commerce Cloud Not Found" message with a wired connection on the SendPro C, SendPro C Auto

Issue

You have a wired connection. The device displays the message "PB Commerce Cloud Not Found".

Cause

Your SendPro C, SendPro C Auto records transactions and uploads them daily. The device is unable to synchronize this data. Problems with the network connection settings, the physical connections, or a firewall can cause this issue.

Resolution

Restarting the device is the most common solution when you see this message. How you restart the device, however, depends on the wired connection type that the device uses. There are 2 protocols:

• DHCP
• Static IP

Before you can troubleshoot the issue, you must first determine which protocol the device uses.

Choose the connection type

1. Tap Settings.
   
2. Tap Wired.
3. Check the selected connection type. In this case, DHCP is the connection method.
   
   • If your connection type is DHCP refer to: Restarting a device that uses a DHCP connection.
   • If your connection type is Static IP refer to: Restarting a device that uses a Static IP connection.

Restarting a device that uses a DHCP connection

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 30 seconds.
5. Plug the power cord back in. Check the wall outlet is functioning correctly. Check the network cable is secure in the network port on the back of the device.
6. Quickly tap and release the power button to turn the device back on.
7. Tap Settings.
8. Tap Wired (Ethernet). Check that DHCP is the connection method.
9. Tap Connect.

Restarting a device that uses a Static IP connection

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 the information entered in those fields is correct.
6. Tap Connect.
7. Remove the network cable from the back of the device.
8. Tap Connect. 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.

What to do if you are still unable to connect

Contact your IT department or the person who manages the IT settings in your business.

Ask them to verify that the network settings comply with the networking and connectivity details article within Related topics.

If you are unable to connect to the internet, ask your IT department or internet provider to check the internet settings.

Related topics

• Networking and connectivity details