How to troubleshoot an analog phone connection on the mailstation and mailstation2

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Product affected: mailstation™ and mailstation2™

Issue

The mailstation™ or mailstation2™ is not connecting to the Pitney Bowes server using an analog phone line.

Cause

The meter was unable to connect to Pitney Bowes.

Resolution

  1. Make sure that the meter is connected to an analog phone line
    1. The meter can use the same connection as a fax machine or credit card reader, or other dedicated analog phone line
    2. Unplug the phone cord from the back of the fax machine or analog device
    3. Plug the end of the phone cord that was removed from the fax machine or analog device directly into the meter
Note: The meter should be plugged directly into the wall. Remove any phone line splitters, they can add noise to the line and we do not want the meter sharing a phone line with
  1. Check what kind of phone line you have
    1. The meter is designed to work with a true analog phone line such as a dedicated fax line
    2. A DSL line may work. If there are problems try adding a DLS filter, DSL filters can be purchased at an office supply store or acquired from the phone company
    3. Simulated analog phone lines can be problematic. They will use a device to simulate an analog line, reboot the device if you are having issues.
    4. A T1 or VOIP line will not work with the meter
  2. Enter a dialing prefix. See How to change the dialing prefix on the mailstation and mailstation2
  3. Change the phone number the meter is dialing. See How to change phone number on the mailstaion and mailstation2
  4. Change modem string. See How to change the modem string on a mailstation or mailstation2
    1. If you still cannot connect, try changing your connection method.  You can use a SmartLink device or PC Meter Connect.
If your issue is not resolved, contact customer support from 8 am to 8 pm Eastern Time. Have your model number ready.

UPDATED: 01 March 2021