"Connection Required" or "Data Upload Required" message on DM Series and SendPro P franking machines

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Products affected: DM50™, DM55™ (K721), DM60™ (K722), DM100™, DM150™, DM200™ (P720), DM110i™, DM160i™, DM220i™ (PR20), DM300c™, DM400c™, DM475™ (G920), DM300M™, DM400M™, DM475M™ (G922), DM500-DM1000™ (Mega), Connect+ ® / SendPro ® P

Issue

The franking machine is displaying the message Connection Due, Connection Required, or Data Upload Required, and you are unable to frank postage and run mail.

Cause

This message will appear between the 1st five days of every month prompting you to connect to the Pitney Bowes Data Centre to perform a Data Capture Audit.

Important: You must make a connection before your franking machine will allow you to continue processing mail. We recommend that you do this as soon as possible after seeing the message in order to avoid any disruption

Resolution

You can make a connection for data capture to take place by:
  1. Following the prompts on the franking machine's screen (press Enter at the Connection Required or Data Upload Required prompt) and making a successful connection.
  2. Or by successfully performing a balance enquiry (press the Funds or Add Postage key, then select Check Balance).
Before you start, make certain your system is able to connect with the Pitney Bowes Data Centre. If the franking machine has not yet been connected, visit the Getting Started section under your franking machine model and view the Installation. For more information about connectivity options visit the Meter Connection Types page.

If the franking machine is unable to connect and clear the error, please check you have an active connection. Reboot the franking machine and/or any communications devices, and reattempt the connection a few times, including at different times of the day.

If you need further assistance, please use the Contact Us options below.
 

UPDATED: December 02, 2019