Frequently Asked Questions: FAQs
DHL Connect FAQ
I get an error saying that DHL Connect is unable to connect to the DHL Network?When I try to print it gives me an 'External Exception: EEDFACE' error?I have printed an airwaybill, but it will no longer be sent. How do I delete it?I have filled out everything, and booked a pickup, but it hasn't printed an airwaybill?How do I order supplies?How do I track a shipment?Can DHL Connect give me a quote on a shipment?I get an error saying that DHL Connect is unable to connect to the DHL Network?
If you receive this error message it can mean two things:
The majority of the time reason 1 will occur. If so, please ask your I.T. department to investigate the proxy server and firewall settings.
If your company uses a Proxy Server, DHL Connect is able to connect through this, if you set it up in the program. To do so, just go to the fifth icon along the top (Settings & Options), and then to 'Settings' on the left hand side:
- A firewall or proxy server preventing DHL Connect to send the message out from your computer.
- The DHL Connect backend is currently down.
The majority of the time reason 1 will occur. If so, please ask your I.T. department to investigate the proxy server and firewall settings.
If your company uses a Proxy Server, DHL Connect is able to connect through this, if you set it up in the program. To do so, just go to the fifth icon along the top (Settings & Options), and then to 'Settings' on the left hand side:
You will then see a 'Proxy Server Settings' button, if you click this, it will open the area you can enter the proxy server addresses into:
Your I.T. Department will know which fields need to be filled in, & if the username and password is required. When this is completed, click OK and this will save the information.
The other way it can be blocked is by a Firewall. Some companies have this set up to prevent data that they are unaware of from being sent out or received in. DHL Connect needs to be able to connect out, and receive confirmation data back from our server to be able to generate an airwaybill. Please speak with your I.T department in regards to having access allowed on the following ports & addresses:
The other way it can be blocked is by a Firewall. Some companies have this set up to prevent data that they are unaware of from being sent out or received in. DHL Connect needs to be able to connect out, and receive confirmation data back from our server to be able to generate an airwaybill. Please speak with your I.T department in regards to having access allowed on the following ports & addresses:
| DHL Connect Activity | Communications Protocol Used | Ports Needed (per TCP/IP standard) | URL |
| Register to use DHL Connect | http | 80 | dhlconnect.ap.dhl.com |
| Ship packages, schedule pick up, track shipments | http | 443 | dhlconnect.ap.dhl.com |
| Receive electronic updates to DHL Connect | ftp | 20 & 21 | ftp.dhl-usa.com |
| Access DHL web page | http | 80 | dhlconnect.ap.dhl.com |
If you are still unable to connect out after checking the above with your I.T. and changing settings where required, please contact the eCom Helpdesk on 1800 226 349.
When I try to print it gives me an 'External Exception: EEDFACE' error?
This error is very specific, and relates to a permission error on your local PC - DHL is unable to correct this error, it will need to be fixed by your I.T. department.
DHL Connect uses a print spool file to create the airwaybills, and this file is saved directly onto the root of the C: drive. This file is called dhlprg.bmp - when you create your first airwaybill this is saved onto the C: drive, and then used for every airwaybill afterwards.
You will need to request that your I.T. department give you full permissions to the root of the C: drive on your computer while you print you first airwaybill. Once the dhlprg.bmp file has been saved, and the first airwaybill printed, your I.T. department can then return the permissions to their original settings and you will be able to process normally.
If your I.T. department has concerns or queries about changing this permission, they can contact the eCom Helpdesk on 1800 226 349.
DHL Connect uses a print spool file to create the airwaybills, and this file is saved directly onto the root of the C: drive. This file is called dhlprg.bmp - when you create your first airwaybill this is saved onto the C: drive, and then used for every airwaybill afterwards.
You will need to request that your I.T. department give you full permissions to the root of the C: drive on your computer while you print you first airwaybill. Once the dhlprg.bmp file has been saved, and the first airwaybill printed, your I.T. department can then return the permissions to their original settings and you will be able to process normally.
If your I.T. department has concerns or queries about changing this permission, they can contact the eCom Helpdesk on 1800 226 349.
I have printed an airwaybill, but it will no longer be sent. How do I delete it?
If you have printed an airwaybill, the details have already been sent to the DHL Backend for processing, so to delete this fully, you just need to email the airwaybill number (the 10 digit number above the barcode) to: ecomau@dhl.com and we will ensure that it is removed from the billing system. You can then delete this from your Current Shipment log, so that you no longer see it:
You will get a return email from the eCom Helpdesk to confirm your airwaybill has been deleted. If you haven't received a reply, or would like to confirm the details about the shipment, please call the eCom helpdesk on 1800 226 329.
I have filled out everything, and booked a pickup, but it hasn't printed an airwaybill?
When you process a shipment, you need to click on 'Ship Now' for the data to be sent to DHL, and an airwaybill printed. When you click 'Ship Now', it will validate the information you have entered, and will also ask you if you need to book a pickup.
If you have clicked 'Ship Now' and it is not printing you an airwaybill, please confirm if you are receiving an error message (Please see FAQ #1). If the problem is still occurring, please call the eCom Helpdesk on 1800 226 349.
How do I order supplies?
You can order supplies by either calling Customer Service on 13 14 06, or through our members area on www.dhl.com.au
If you go to the DHL Australia page (www.dhl.com.au) in the right hand corner you will see an option for the Member's Area. If you click on this link, you will be taken to an area where you can register or login. If you have never been to this area before, you will need to register first.
Once you have access, you are able to order supplies in here, by clicking on the link in the main page (when logged in):
If you go to the DHL Australia page (www.dhl.com.au) in the right hand corner you will see an option for the Member's Area. If you click on this link, you will be taken to an area where you can register or login. If you have never been to this area before, you will need to register first.
Once you have access, you are able to order supplies in here, by clicking on the link in the main page (when logged in):
How do I track a shipment?
You can track shipments through DHL Connect, or via our website (www.dhl.com.au). To track in DHL Connect, go to the third icon across (Tracking), then enter the airwaybill number in and click 'Add to Queue'. You can add up to 10 airwaybill numbers to the queue and track them in one go, by clicking 'Track Queue'.
To track via our website, log on to www.dhl.com.au and enter the airwaybill number into 'Fast Track' on the left hand side of the screen.
If you would like to know further information in regard to your shipment's current status, you will need to call Customer Service on 13 14 06.
If you would like to know further information in regard to your shipment's current status, you will need to call Customer Service on 13 14 06.
Can DHL Connect give me a quote on a shipment?
DHL Connect can give you an approximate cost on a shipment, but only once it is processed. In your shipment logs, if you scroll to the right, you will see the Estimated Charge column:
If you would prefer to obtain a quote before you process the airwaybill, you will need to contact Customer Service on 13 14 06.
If the above hasn't answered your question, please call the eCom Helpdesk on 1800 226 349, and we can assist you further.
If you would prefer to obtain a quote before you process the airwaybill, you will need to contact Customer Service on 13 14 06.
If the above hasn't answered your question, please call the eCom Helpdesk on 1800 226 349, and we can assist you further.
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