"No Modem Detected" message on the DM100i-DM200i, DM110i-DM220i and DM300-DM475

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Products affected: DM100i™, DM150i™, DM200i™ (P720); DM110i™, DM160i™, DM220i™ (PR20); DM300c™, DM400c™, DM475™ (G920); DM300M™, DM400M™, DM475M™ (G922)

Issue

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

Cause

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

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SmartLink™ connects your franking machine to your LAN (Local Area Network) via an ethernet cable or WiFi.  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.

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Resolution

First, restart the franking machine as follows:
  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. From the franking machine's home screen, press the Add Postage key.
    2. Select Check PbP Balance.
    3. Press the Enter/Yes key.
    4. The franking machine will display Checking PBP Account Balances.
    5. If the connection is successful, the franking machine will display Prepaid £xx.xx (the balance of your Postage account).

If the No Modem Detected error reoccurs:
  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 the franking machine displays No Dial Tone or No Carrier Detected:
  1. Press the Clear button to clear the error.
  2. Replace the telephone cable into the back of the franking machine and reattempt a balance enquiry (step 4 above).

If the franking machine again displays No Modem 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.
 

UPDATED: 14 August 2021