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Wireless connection issues on the SendPro C, SendPro C Auto

Problems with the settings, the wireless connection, or a firewall may cause network connection issues.
Products affected: SendPro® C, SendPro® C Auto (2H25, R2H25, 1H25C, R1H25C, R7H25C, 7H25A)

Issue

  • The device is not connecting to the Pitney Bowes Data Centre via a wireless (Wi-Fi) connection.
  • The device may display any of the following messages:
    • "Error Unable to resolve host"
    • "Unable to resolve api.pitneybowes.com/ie"
    • "Failed to Update Please Contact Pitney Bowes"

If you are experiencing issues with a wired network connection, see Wired 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 C Auto.

Cause

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

Resolution

To troubleshoot issues with a Wi-Fi connection, follow the steps in each section below.

Solution 1: Check the wireless signal strength

Check the signal strength with the Wi-Fi gauge.
Wi-Fi icon

Performance can reduce or become intermittent if you see fewer than two bars. Physical barriers such as walls and doors can downgrade wireless signals. Also, interference from other devices such as microwaves, cordless phones, and other Wi-Fi networks can cause issues.

Some tips to increase wireless signal strength:

  • Relocate the device or your wireless access point so that they are closer together.
  • Turn off or move other devices that may be interfering with the signal.
  • Select another internal Wi-Fi network if one is available.

Solution 2: Toggle Wi-Fi On and Off

  1. Turn Wi-Fi off.
    1. Tap Settings.
      Settings icon
    2. Tap Wi-Fi in the Device & Network section.
    3. Move the slider for Wi-Fi all the way to the left so that it says Off.
  2. Wait 30 seconds
  3. Move the slider for Wi-Fi all the way to the right so that it says On.

Solution 3: Re-enter your Wi-Fi password

Skip this section if you do not know your Wi-Fi password. Contact your IT department for assistance with your Wi-Fi password.

  1. Tap Settings.
    Settings icon
  2. Select the current network.
  3. Tap Forget.
  4. Select your network again.
  5. Enter your Wi-Fi Password
  6. Tap Connect.

Solution 4: Restart the device

  1. Unplug the power cord. The screen should turn off after 10 seconds.
  2. Wait 30 seconds.
  3. Plug the power cord directly back into a wall outlet. Check that the wall outlet is functioning correctly.
  4. Quickly tap and release the power button to turn the device back on.

Solution 5: Check for network security issues

  1. 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.
      red exclamation mark
    2. If a red symbol appears in the lower box, you are connected to your local network but not to the required internet sites.
      Green check and red exclamation mark
    3. If an orange symbol appears in the lower box, your connection is good but some required services are unresponsive.
      Green check and orange exclamation mark
    4. If a purple symbol appears in the lower box, the internet services check is incomplete.
      Green check mark

If any part of the network test fails, there may be an issue on your network. Contact your IT department for assistance if needed. See Networking and connectivity details for connection requirements.

Solution 6: Try a wired connection

If available, try a wired connection instead. See Setting up a wired network connection.

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