"No Dial Tone" message on your franking machine

Products affected: DM50™/ DM55™ (K721, K724); DM60™ (K722); DM100i™ / DM150i™ / DM200i™ (P720, P725); DM110i™ / DM160i™ / DM220i™ (PR20); DM300c™ / DM400c™ / DM475c™ (G920, G925); DM300M™ / DM400M™ / DM475M™ (G922)

Issue

Your franking machine displays the message "No Dial Tone" when you perform tasks that require you to connect to the Pitney Bowes Data Centre, such as:

Topping up funds and checking balance
Downloading rates and updates

Cause

Your franking machine lost its connection to the Data Centre.

The “No Dial Tone” message is a generic message for all connection methods, even those connected digitally via a Smartlink device, Communication Device or PC Meter Connect.

Resolution

Solution 1: Check all physical connections to your franking machine, attached devices or PCs to ensure that nothing is unplugged or has come loose

· Check that all wires and cables are securely connected at both ends.
· If digitally connected, check that your internet (wired or wireless) connection appears to be connected and operational in your location.

Check if other devices in your location also lost their internet connections. If they have, follow your normal procedures to re-establish your internet connection or contact your internet provider.
Ensure that you do not have a phone line connected to your franking machine.

· If connected via telephone line, check that your phone line is working.

Use a spare phone handset and plug into your analogue phone line to see if you hear a dial tone. If not, then contact your phone provider.

If your issue has not been resolved, try Solution 2.

Solution 2: Reboot your franking machine

Remove the power cable from the back of the franking machine.
Wait 10 seconds,
Plug the power lead back in.

If rebooting your franking machine does not resolve your issue, try Solution 3.

Solution 3: Troubleshoot your connection method

Identify your connection method from the list and follow the link to the relevant troubleshooting article to learn how to restart your connection method:

Smartlink device
- Troubleshooting issues with a SmartLink connection on DM Series postage franking machines

LAN (Ethernet device)
- Troubleshooting LAN Connection on the DM100i-DM200i and DM110i-DM220i
- Troubleshooting LAN connection on the DM300-DM475

PC Meter Connect
- Troubleshooting connection issues with PC Meter Connect
Communication Device
- Troubleshooting connection issues with the Communication Device on the DM50-DM60

Analogue (dial-up phone connection)

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: 25 February 2021

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