Troubleshooting a dial-up phone connection on the DM500 - DM1100 and DM Infinity

Products affected: DM500™, DM525™, DM550™, DM575™, DM800™, DM800i™, DM825™, DM875™, DM900™, DM925™, DM1000™, DM1100™, DM Infinity™


The meter does not communicate with the server and may display an error message.

IMPORTANT:  The January 2018 USPS postal rate update for the DM Series models DM500 through DM1100 was the final rate change update offered for these machines. USPS rate updates are no longer offered for the DM500, DM800i, DM1000 and DM1100 systems. Learn more about our latest shipping and mailing innovations.


The meter does not connect to the Pitney Bowes Data Center over a dial-up (analog) phone line.


The meter is designed to work with a true analog phone line such as a dedicated fax line. Other types of phone line connections may be unreliable.

Follow these steps to resolve issues with your dial-up connection.
  1. Retry the connection two or three times.
  2. Make sure that the meter connects to a dial-up (analog) phone line that is not shared with another device. Plug the meter directly into the wall jack and remove any phone line splitters.
  • If the meter uses the same phone line as a fax machine, credit card reader, or other analog device, those devices interfere with the meter. Unplug the other devices so that the meter is the only device using the phone line.
  1. Make sure that you are using a true dial-up (analog) line.
    • A DSL line may work. If there are issues, try adding a DSL filter, which can be purchased at an office supply store or acquired from the phone company.
    • Simulated analog phone lines are problematic. If you have issues, try rebooting the device simulating the analog line.
    • A T1 or Voice over IP (VoIP) line does not work with an analog connection.
  2. Check to see if you must add or remove a dialing prefix (such as 9) to get an outside line.
  3. Make sure that the meter dials the number 1-844-972-9633 (toll-free). See Manually changing the phone number dialed.
  4. If the connection drops before it finishes, try slowing the modem speed. See Changing the modem speed.
Due to ongoing modernization of the national phone network, analog phone connections are sometimes unreliable. If analog connection issues persist, try changing your connection to one of these digital methods. For more information, see the Get connected page.

If you still cannot connect, try using a USB Ethernet Connectivity Kit. See Setting up a wired network connection.

Use the Contact Us options below if you need further assistance.

UPDATED: March 01, 2021