How to troubleshoot an analog phone connection on the DM500-DM1100

Products affected: DM500™, DM550™, DM800™, DM800i™, DM900™, DM1000™, and DM1100™


The meter is not connecting to the data center over an analog phone line.


The connection to Pitney Bowes has failed.


  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. We should 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 the type of phone line
    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 DM400, DM500 and more
  3. Change the phone number the meter is dialing. See How to change phone number in DM400, DM500 and more
    1. Remove the meter from the base
    2. Turn the power off via the switch
    3. Pull the blue lever on the right side of the display
    4. Plug the external adapter and phone line into the meter
Note: After getting a refill or software download, return the meter to the base and will have the opportunity to print a receipt
  1. If you still cannot connect try using Constant Connect. How to troubleshoot a LAN connection on the DM400,DM500 and mor
If your issue is not resolved, please contact customer support from 8 am to 8 pm Eastern Time. Please have your model number ready.

UPDATED: February 12, 2021