"Modem Not Detected" message on the DM50-DM60

Print this support article
Products affected: DM50™, DM55™ (K721), DM60™ (K722)

Issue

When attempting to add funds, perform a data capture upload or a system update, the franking machine displays the error message Modem Not Detected or No Modem Detected and is unable to connect.

Cause

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

Resolution

First, restart the franking machine as follows:
  1. Remove the power lead from the rear of the franking machine.
  2. Remove and then replace the telephone lead from the rear of the franking machine.
  3. Replace the power lead to restart the franking machine.
  4. Attempt a balance enquiry as follows:
    1. From the franking machine's home screen, press the Funds key.
    2. Press the Review (down) key until the franking machine displays Check balance available?
    3. Press the Enter/Yes key.
    4. The franking machine will display Checking PBP Account Balances.
    5. If the connection is successful, the franking machine will display Prepaid £xx.xx (the balance of your Postage account).

If the Modem Not Detected error reoccurs:
  1. Remove the power lead from the rear of the franking machine.
  2. Remove the telephone lead from the rear of the franking machine.
  3. Replace the power lead to restart the franking machine.
  4. Without reconnecting the telephone cable, attempt a balance enquiry.

If the franking machine displays No Dial Tone or No Carrier Detected:
  1. Press the Clear button to clear the error.
  2. Replace the telephone cable into the back of the franking machine and reattempt a balance enquiry (step 4 above).

If the franking machine again displays Modem Not Detected, the internal modem may be faulty.  We recommend that you change your method of connection and request a SmartLink in order to connect to Pitney Bowes digitally.

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: September 08, 2020