"Data Centre Phone Is Busy", "Connection Lost" or "Connection Failed" message on the DM110i, DM160i and DM220i

Learn how to resolve a "Data Centre Phone Is Busy", "Connection Lost" or "Connection Failed" messages on the DM110i, DM160i and DM220i (PR20).
Products affected: DM110i™, DM160i™, DM220i™ (PR20)

Issue

When connected via telephone line, the franking machine displays the message Data Centre Phone Is Busy, Connection Lost or Connection Failed when attempting to add funds, perform a data capture upload, or a system update.

Important: Analogue connections are no longer available as of 1st January 2023. Please order a SmartLink Device to maintain your connections to the Pitney Bowes Data Centre.

This article is for franking machines connected via telephone line only.  If your franking machine is not connected via phone (for instance, uses SmartLink™, a LAN connection or PC Meter Connect), please see "No Dial Tone" message on your franking machine.

Cause

These errors are most often caused by the franking machine not being able to hear a dial tone on the phone line it is connecting through.

Resolution

Am I digitally connected?

If you have a telephone lead connected to the analogue connection port, change your connection method to a digital connection.

Analogue connection port

UPDATED: 18 January 2023