Troubleshooting LAN Connection on the DM100i-DM200i and DM110i-DM220i

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Products affected: DM100i / DM150i / DM200i (P720); DM110i / DM160i / DM220i (PR20)

Issue

The meter is connected via LAN adapter (USB-to-Ethernet), but fails to communicate with the Pitney Bowes data server.
 

Cause

LAN (local area network) issues can be caused by an issue with the settings, the physical connection, or a firewall problem.

Resolution

If this does not resolve the issue, perform the following troubleshooting steps:
Solution 1: Try a different connection method

We recommend that you switch to a faster, more reliable digital connection. 
Order and install a SmartLink™ device



Solution 2: Restart the Meter
Follow these steps to restart safely:
  1. Turn the power off with the power switch (or remove the power cable from the back of the meter).
  2. Wait for the display to turn off.
  3. Wait one to three minutes.
  4. Power the meter back up.
  5. Once the meter has initialised, attempt a connection (for example: a balance enquiry or top-up).

Check the Physical Connections
  1. At the back of the meter, check that the green LED lights located on the USB-to-Ethernet adapter are visible within one minute of turning on the meter.
  2. Either the 10 or 100 LED indicators should be on (solid green). This indicates the connection's data transfer rate.
  3. If no transfer rate is indicated (no 10 or 100 light), make sure that the LAN cable and LAN adapter are plugged in firmly.
  4. Turn the meter off using the switch.
  5. Move the LAN adapter to the other USB port.
  6. Repeat steps 1 - 3 using the other USB port.
Note: Make sure that the meter is not connected to a phone line or to a computer with PC Meter Connect installed while using LAN.
  1. If the LEDs are not lit, verify that the other end of the LAN cable is plugged into a router or wall port.
  2. If the cable is plugged in, try a different cable.
  3. If, after a new cable is installed, there are still no lights, contact Technical Support.


Check LAN Settings


To set the meter to automatically get an IP address (using DHCP), follow these steps:
  1. Press Options.
  2. Press Page Down twice.
  3. Select Connect-Data Centre.
  4. Select LAN Settings.
  5. Select Get IP.
  6. Select Automatically.
Note: After changing the LAN settings, reboot the system.

 

Set the meter to a Static IP address
  1. Press Options.
  2. Press Page Down twice.
  3. Select Connect-Data Centre.
  4. Select LAN Settings.
  5. Select Get IP.
  6. Select Manually.
  7. Set the IP address (IP), Subnet (Sub) and Gateway (Gwy).
Note: IP settings will be provided by your IT department.
Note: After changing LAN settings, reboot the system.


Set Proxy settings
Note:
Proxy support availability may depend on the software version on your meter.
  1. Press Options.
  2. Press Page Down twice.
  3. Select Connect-Data Centre.
  4. Select LAN Settings.
  5. Press Page Down.
  6. Select Proxy.
    1. Select Enable Proxy to turn proxy support on or off.
    2. Select HTTP Settings to set the HTTP proxy address, port, user name and password.
    3. Select HTTPS Settings to set the HTTPS proxy address, port, user name and password.
    4. Press Page Down and select Exclusions if any proxy exclusions need to be set.
Note: After changing LAN settings, reboot the system.


Set the DNS server
  1. Press Options.
  2. Press Page Down twice.
  3. Select Connect-Data Centre.
  4. Select Distributor Values.
  5. Press Page Down.
  6. Select either Primary DNS server or Secondary DNS server.
  7. Press Yes.
  8. Enter the DNS server.
Note: To enter a decimal point (.) press the 1 key four times.
  1. Select Set the New Value.
  2. Press Home.


Check Firewall configuration

Make sure that your firewall is configured for all of the requirements. LAN connections use the following file extensions that must be allowed through your network and firewall:
  • DEC
    • Extension: .dcz
  • EMD
    • Extension: .zmd
  • Graphics
    • Extension: .bin
  • Rate Manager
    • Extension: .rmz
  • CCD
    • Extension: .bin
  • Snippet File
    • Extension: .arc

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.

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UPDATED: February 25, 2021