Troubleshooting LAN connection on the DM300-DM475

Print this support article
Products affected: DM300c / DM400c / DM475c (G920); DM300M / DM400M / DM475M (G922)

Issue

The franking machine cannot connect to the data server via a network (LAN) connection.

Cause

LAN issues may be caused by problems with the settings, the physical connection, or a firewall.

Resolution

To troubleshoot issues with a LAN connection, follow the steps in each section below.

Check the physical connection

Check the LED lights located on the USB to Ethernet adapter. These lights should become lit within 1 minute of turning on the franking machine.
  1. Either the 100 or 100 LED indicators should be on (solid green). This indicates the connection data transfer.
  2. If no transfer is indicated, make sure that the LAN cable and LAN adapter are plugged in firmly.
  3. Turn the franking machine off using the switch and move the LAN adapter to the other USB port.
  4. Repeat steps 1 - 3 using the other USB port.
Note: Make sure that the franking machine 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. After a new cable is installed, if there are still no lights, contact client support. Please have your model number ready.

Check the network settings

  • Check that the Connection Mode is set to Auto:
    1. Press Menu.
    2. Press Page Down twice.
    3. Select Data Centre Options.
    4. Press Page Down.
    5. The third option is Connection Mode: ...:
      1. If the franking machine displays Connection Mode: Phone, press the corresponding button on the left. The franking machine will return to the Data Centre Options page. Press Page Down. Connection Mode: Auto appears.
      2. When the franking machine displays Connection Mode: Auto, press the Home button to return to the Home page.
  • To set the franking machine to automatically get an IP address (DHCP):
    1. Press Menu.
    2. Press Page Down twice.
    3. Select Network Settings.
    4. Select Get IP.
    5. Select Automatically.
  • To set the franking machine to a Static IP address:
    1. Press Menu.
    2. Press Page Down twice.
    3. Select Network Settings.
    4. Select Get IP.
    5. Select Manually.
      1. Select IP Addr and enter the IP address.
      2. Select Subnet and enter the subnet mask.
      3. Select Gateway and enter and the gateway.
  • To set the DNS server:
    1. Press Menu.
    2. Press Page Down twice.
    3. Select Data Centre Options.
    4. Select Distributor Settings.
    5. Press Page Down.
    6. Select Primary DNS or Secondary DNS.
    7. Select Continue.
    8. Select Edit Options.
    9. Enter your DNS server.
    10. Select OK.
    11. Select Accept.
    12. Press Home to return to the home screen.

Firewall issues

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.

Related articles:

UPDATED: February 22, 2021