Troubleshooting LAN connection issues on the DM300M-DM475

Check the physical connection, the network settings and check for firewall issues to resolve LAN connection issues.
Products affected: DM300M™, DM400M™, DM475™ (G922, RG9224M)

Issue

The franking machine is not connecting 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

The DM475 does not require a USB adapter and has LED lights where the network cable connects.

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. 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.
  2. Either the 100 or 10 link LED indicators should be on (solid green) and the ACT light should be blinking. This indicates the connection data transfer.
  3. If no transfer is indicated, make sure you connect the LAN cable and LAN adapter firmly.
  4. Turn the franking machine off using the switch and move the LAN adapter to the other USB port.
  5. Repeat steps 1 - 3 using the other USB port.
  6. If the LEDs are not lit, verify that the other end of the LAN cable is plugged into a router or wall port.
  7. If the cable is plugged in, try a different cable.
  8. After a new cable is installed, if there are still no lights, contact Technical Support.

Check the network settings

Check with your IT department or network administrator for the requirements and to verify the network settings. If anything has changed, update the franking machine settings accordingly.

  • Check that the Connection Mode is set to Auto:
  1. Press Options.
  2. Press Page Down twice.
  3. Select Data Centre Options.
  4. Press Page Down.
  5. The third option is Connection Mode: ...:
    1. If Connection Mode: Phone appears, 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 Connection Mode: Auto appears, press Home to return to the Home page.
  • To set the franking machine to automatically get an IP address (DHCP):
  1. Press Options.
  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 Options.
  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 Options.
  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

Certain file extensions, URLs, ports, and protocols must be allowed through your network firewall in order for the franking machine to connect. Verify with your IT department or service provider that your firewall is configured to meet all of the requirements stated in the Networking and Connectivity details.

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 contact us.

UPDATED: 03 January 2023