"Modem not detected" message on the DM50, DM55

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Products affected: DM50™, DM55™ (K724)

Issue

The messages Modem Not Detected or No Modem Detected appear when attempting to add funds or a software update.

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

First, 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 Funds.
    2. Press Review (down) until Check balance available? appears.
    3. Press Enter/Yes.
    4. Checking PBP Account Balances appears.
    5. If the connection is successful, Prepaid €xx.xx (the balance of your postage account) appears.

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.

If No Dial Tone or No Carrier Detected appear:

  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 the franking machine again displays Modem Not Detected, 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 are unable to connect to the internet, ask your IT department or internet provider to check the internet settings before you contact Pitney Bowes. If you still need assistance, please use the Contact Us options below.

UPDATED: 22 April 2021