Troubleshooting connections with the Cellular SmartLink (White Device) on the DM50-DM475

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Products affected: DM50™, DM55™ (K721), DM60™ (K722), DM100i™, DM150i™, DM200i™ (P720), DM110i™, DM160i™, DM220i™ (PR20), DM300c™, DM400c™, DM475c™ (G920), DM300M™, DM400M™, DM475M™ (G922)

Issue

The franking machine is connected to a SmartLink Cellular (White Device) and cannot add postage, download rates, or download software.

Important: A working SmartLink Cellular (White Device) shows the USB Connectivity light usb icon as solid green and the Network Connectivity light cellular-network-icon96-dpias solid blue.

Cellular Smartlink Cellular working properly

Cause

Your SmartLink Cellular (White Device) is unable to communicate with the Pitney Bowes Data Centre.

Important: Make sure you have mobile phone reception. If you do not, the device will not be able to connect. If this is the case, the Network Connectivity light cellular-network-icon96-dpiwill appear as solid yellow yellow-solid-96dpi.

Resolution

Solution 1 - Reboot the device

  1. Unplug power from the SmartLink Cellular (White Device).

    Cellular SmartLink AC connection

  2. Unplug power from the franking machine.
  3. Wait 1 minute.
  4. Plug the SmartLink Cellular (White Device) power back in.
  5. Wait 3 minutes.
  6. Plug the franking machine power back in.
  7. The Network Connectivity light cellular-network-icon96-dpi should be solid blue blue-solid-96dpi.
    • Your LED status is yellow and blinking, go to Solution 2.
    • Your LED status is blinking blue and yellow, go to Solution 3.

Solution 2 - LED status is yellow and blinking yellow-blinking-96dpi :

  1. Move the device (and power adapter) closer to a window if possible. If there is no window in the area, move the device to an outside wall.

    Cellular SmartLink AC window connection

  2. Plug in the power adapter and wait five minutes and check the LED colour.

Solution 3 - LED status is blinking blue and yellow blinking-yellow-blue-96dpi:

  1. Move the device (and power adapter) at least 3 metres away from any electric appliances that could be causing interference.

    move-device-from-interfer-en-ca-96dpi

     

  2. Plug in the power adapter and wait five minutes and check the LED colour.

If you are unable to connect to the internet, ask your IT department to check the internet settings before you contact Pitney Bowes. If you still need assistance, please use the Contact Us options below.

UPDATED: 18 May 2021