“No modem detected” message on the DM100, DM125i, DM175i and DM300C, DM400C

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Products affected: DM100, DM125i, DM175i (P725), DM300C™, DM400C™ (G925)

Issue

When attempting to add funds, perform a data capture upload or a system update, the message No Modem Detected or Modem Not Detected appears and the franking machine is unable to connect.

Cause

There may be an fault with the franking machine's internal modem.

Resolution

Solution 1: Order a SmartLink™ device

You are not connecting using our newest device. We recommend that you upgrade for free to our latest connection device, SmartLink.

SmartLink connects your franking machine to your LAN (Local Area Network) via an ethernet cable or Wi-Fi. It enables you to add postage and perform data uploads with speed and ease, as well as access postage rates and software updates automatically by connecting your franking machine digitally to Pitney Bowes.

Order a SmartLink device

Solution 2: Restart the franking machine

  1. Remove the power lead from the rear of the franking machine.
  2. Remove and then replace the telephone lead from the rear of the franking machine.
  3. Replace the power lead to restart the franking machine.
  4. Attempt a balance enquiry as follows:
    1. Press Add Postage.
    2. Select Check PbP Balance.
    3. Press Enter/Yes.
    4. Checking PBP Account Balances appears.
    5. If the connection is successful, Prepaid €xx.xx appears (the balance of your PB Postage account).

If you still need help, try Solution 3.

Solution 3: Restart the franking machine and remove the telephone lead

  1. Remove the power lead from the rear of the franking machine.
  2. Remove the telephone lead from the rear of the franking machine.
  3. Replace the power lead to restart the franking machine.
  4. Without reconnecting the telephone cable, attempt a balance enquiry.
  5. If No Dial Tone or No Carrier Detected appears:
    1. Press Clear to clear the error.
    2. Replace the telephone cable into the back of the franking machine and reattempt a balance enquiry (see solution 2).

If No Modem Detected appears again, the internal modem may be faulty. We recommend that you change your method of connection and request a SmartLink in order to connect to Pitney Bowes digitally.

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

UPDATED: 23 April 2021