Troubleshooting connection errors on the DM300-DM475
Products affected: DM300c, DM400c, DM475c (G920, G925); DM300M, DM400M, DM475M (G922)
Issue
The franking machine displays one of the following error codes or system messages, and will not connect to the Pitney Bowes Data Centre:
- Error codes on franking machine: 1813, 94, 200D, DE00, DE03, DE04, DE05, DE06, DE07, DE08, DE09, DE0A, DE0B, DE0C, DE0D, DE0E, DE0F, DE10, DE11, DE12, DE13, DE14, DE15, DE16, DE17, DE18, DE19, DE1A, DE1B, DE1C, DE1C, DE1D, DE1E, DE1F, DE20, DE21, DE22, DE23, DE24, DE25, DE26, DE27, DE28, DE29, DE30
- Error codes in PC Meter Connect: EDE00, EDE03, EDE04, EDE05, EDE06, EDE07, EDE08, EDE09, EDE0A, EDE0B, EDE0C, EDE0D, EDE0E, EDE0F, EDE10, EDE11, EDE12, EDE13, EDE14, EDE15, EDE16, EDE17, EDE18, EDE19, EDE1A, EDE1B, EDE1C, EDE1C, EDE1D, EDE1E, EDE1F, EDE20, EDE21, EDE22, EDE23, EDE24, EDE25, EDE26, EDE27, EDE28, EDE30
- Messages: No Dial Tone, Data Centre Busy, Link Negotiation Failed, No Carrier Detected, No Carrier Detected Online, Modem Connection to AT&T Failed, Invalid User Id/Password, No Modem Detected, Connection Dropped, Cannot Reach Data Centre, Line Busy, and Connection Lost, Intellilink dropped, No Carrier Detected On Line
Cause
The franking machine is not connecting to the server.
Resolution
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 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.
Order and install a SmartLink™ device.
Restart your franking machine. Follow these steps for a safe restart:
LAN:
PC Meter Connect™:
Analogue telephone line:
If the issue is not resolved, contact customer support. Use the Contact Us options below.
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.
Order and install a SmartLink™ device.
Restart your franking machine. Follow these steps for a safe restart:
- Unplug the power cord.
- Wait one to three minutes.
- Plug the power cord back in, ensuring that it is plugged directly into a wall outlet.
- If you still have a connection issue after rebooting, see one of the following sections below:
LAN:
- For issues using a Network connection, see how to Resolve LAN connection issues on the DM300, DM400 and DM475.
PC Meter Connect™:
- For issues connecting over the internet via computer using the PC Meter Connect application, first make sure that the franking machine's Connection Mode is set to "Auto":
- Press the Options key.
- Press Page Down twice.
- Select "Data Center Options".
- Press Page Down.
- The third option is "Connection Mode: ...":
- If the franking machine displays "Connection Mode: Phone", press the corresponding button on the left. The franking machine will return to the "Data Center Options" page. Press Page Down, the franking machine should now display "Connection Mode: Auto".
- When the franking machine displays "Connection Mode: Auto", press the Home button to return to the Home page.
- For more details about PC Meter Connect, see how to Resolve connection issues with PC Meter Connect.
Analogue telephone line:
- Consider changing your connection method to a faster, more reliable and cost-effective digital connection. See www.pitneybowes.com/uk/analogue for more details.
- Alternatively, see How to troubleshoot an analogue phone connection on the DM300, DM400 and DM475.
If the issue is not resolved, contact customer support. Use the Contact Us options below.
UPDATED: 22 February 2021
