"An error has occurred on the meter: {0}" message when SendSuite Live attempts to connect to DM300 or DM400 meter

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Products affected: SendSuite® Live, PC Meter Connect

Issue

When SendSuite® Live attempts to connect to a DM300 or DM400 series meter, the message "An error has occurred on the meter: {0}" is displayed.

Cause

This error most commonly occurs when PC Meter Connect is running at the same time the SendSuite Live software is attempting to communicate with the meter. The PC Meter Connect software and the SendSuite Live software use the same communication path. When PC Meter connect is running, SendSuite Live cannot communicate with the meter.

Resolution

  1. In the Windows system tray (small icons near the clock), locate the icon for PC Meter Connect. You may need to select the small triangle in that area to expand the hidden icons.
PC Meter Connect
  1. Right-click on the PC Meter Connect icon and select Exit.
  2. Close all Internet Explorer windows.
  3. Reopen SendSuite Live. The meter should now connect.
If the issue is not resolved, contact software support.

UPDATED: August 14, 2021