Resolve errors 504 and 508 "Unable to retrieve product information" when checking for updates in IntelliLink Desktop

Learn how to resolve error 504 "Unable to retrieve product information for Xpress" and error 508 "Unable to retrieve product information for IntelliLink Desktop" when checking for updates in IntelliLink Desktop.

Products affected: SendSuite® Xpress, Ascent™

Issue

When checking for updates in IntelliLink Desktop, the following error messages are displayed:

Unable to retrieve product information for IntelliLink Desktop. If this persists, reference error 508 in the troubleshooting link under the Support tab.
Unable to retrieve product information for Xpress. If this persists, reference error 504 in the troubleshooting link under the Support tab.

Cause

The computer's anti-virus software may be blocking the updates.

Resolution

For more information, see the IntelliLink Desktop Troubleshooting page.

To resolve this issue:

Disable your anti-virus software. View the anti-virus software's help or contact your IT department for assistance if needed.

Note for Trend Micro Antivirus users: Disabling Trend Micro requires a password. If you do not have the password, contact your IT department.

Restart the Intellilink Desktop service:
1. Right-click on the Windows taskbar and select Start Task Manager.
2. Select the Processes tab.
3. Select the IDGUI.exe process, then select the End Process button.
4. Select the End process button again to confirm.
5. Right-click on the Intellilink Desktop icon on your computer's desktop and select Run as administrator.
On the Updates tab, select the Check Now button.

If the issue is still not resolved, contact client support.

UPDATED: August 14, 2021