Troubleshooting a dial-up phone connection on the DM300C-DM475

Learn how to troubleshoot a dial-up (analog) phone connection on the DM300C, DM400C and DM475.
Products affected: DM300C™, DM400C™, and DM475™

Issue

The meter does not communicate with the server and may display an error message.

Cause

The meter does not connect to the Pitney Bowes Data Centre over a dial-up (analog) phone line.

Resolution

Follow these steps to resolve issues with your dial-up connection:

Step 1: Upgrade to a SmartLink device by October 1, 2022

In order to avoid disruptions to your mail operations, we recommend that you upgrade to a Smartlink device before October 1st, 2022.

Step 2: Check your lines and retry your connection

  1. Retry your connection two or three times.
  2. Make sure that your meter connects to a dial-up (analog) phone line that is not shared with another device. Plug your meter directly into the wall jack and remove any phone line splitters.
    • If your meter uses the same phone line as a fax machine, credit card reader, or other analog device, those devices interfere with your meter. Unplug the other devices so that your meter is the only device using the phone line.
  3. Make sure that you use a true dial-up (analog) line.
    • A DSL line may work. If there are issues, try adding a DSL filter, which can be purchased at an office supply store or acquired from the phone company.
    • Simulated analog phone lines are problematic. If you have issues, try rebooting the device that simulates the analog line.
    • T1 or Voice Over IP (VOIP) lines do not work with dial-up (analog) connections.

 Step 3: Verify your dialing prefix

Verify whether you must add or remove a dialing prefix (such as 9) to get an outside line. See Changing your dialing prefix.

Step 4: Verify your dial-up number

Verify that your meter dials the number 1-844-449-7224 or 1-844-449-7223 (toll-free). See Manually changing the phone number dialed .

Step 5: Install PC Meter Connect

If you still have problems and cannot wait for your SmartLink to arrive, install PC Meter Connect as a temporary solution.

If you need further assistance, please use the Contact Us options below.

UPDATED: 23 February 2022

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