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

If you're getting a "PB Commerce Cloud Not Found" message with a wireless connection on your device, there may be a problem with your network connection or firewall.
Products affected: SendPro® C, SendPro® C Auto (2H25, R2H25, 1H25C, R1H25C, R7H25C, 7H25A)

Issue

You have a wireless 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.

Only perform these steps if you know the password for your Wi-Fi network.

  1. Tap Settings.
  2. Tap Wi-Fi.
  3. Tap the network that your device is using.
    Wi-Fi menu
  4. Tap Forget.
    Forget Wi-Fi network
  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 Settings.
    settings-icon
  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 the device still does not connect:

  1. Tap Settings.
  2. Tap Wi-Fi.
  3. Tap the network that your device is using.
  4. Tap Forget.
  5. Turn off the Wi-Fi by sliding the toggle to the left.
  6. Tap Settings.
  7. Tap (Wired) Ethernet with no network cable connected.
  8.  Tap Connect. The IP address should display all zeroes on the connecting to Network Screen.
  9. Wait for the message "Unable to Connect to the Internet".
  10. Tap Settings.
  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 password.
  15. 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

UPDATED: 29 December 2023