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Troubleshooting Connection Error Messages

UPDATED: November 16, 2017

When downloading postage, graphics, rates or software updates, you may experience an issue connecting to the Pitney Bowes Data Center. View Resolving your connectivity issue for networking and meter installation guides.

For specific troubleshooting help with messages and errors, select your meter or connection method from either list:

A. By Meter - select your mailing machine: 

B. By Connection Type - select your method for how you connect:

Communication device

SmartLink

Tip If your meter shows error codes such as DE00, ED00 or DE1D, the cause is due to the connection was lost, or timed out. Try these options:

  1. Continue to try and connect; we expect you may have to try several times before being successful.
  2. Attempt a digital internet connection via wired LAN or WiFi - Learn about meter connection types.

 

 

USB Ethernet Cable Connectivity Kit /LAN Errors

Data Center/Server Connection

If Connection Timeout or similar message is on your meter, reboot and attempt to connect againExamples:

  • DATA CENTER CONNECTION TIME OUT OCCURRED MAIL EXCEEDS THRESHOLD DOWN LOAD
  • Data Center Connection Time Out
  • Server Timeout

No Lights are Lit on Adapter

  • Make sure your USB adapter is connected tightly
  • Make sure your Ethernet cable is connected tightly to the network port and to your USB adapter
  • Test adapter by plugging into a USB port on a PC (with active network cable still connected to adapter)

Has Status Light but No Activity Light

  • The network connection is seen as a live connection but no activity is present
  • Check if meter is set to use DHCP settings (may be listed as Obtain Automatically under the IP address field)
  • May need to specify IP information on meter
  • May need to have local IT allow meter to connect to Pitney Bowes servers
  • Provide your local IT with this IP/Port/URL information

Not Finding IP address

  • Check if your meter is set to use DHCP settings (may be listed as Obtain Automatically under the IP address field)
  • May need to specify IP information on meter
  • May need to have local IT allow meter to connect to Pitney Bowes servers
  • Provide your local IT with this IP/Port/URL information

DE00/ED00

  • Error codes likely due to increased volume to the Data Center (e.g., during a Rate Change). Try to connect again during non-business hours.
  • May need to have local IT allow meter to connect to Pitney Bowes servers
  • Provide your local IT with this IP/Port/URL information
  • Review DM Series for troubleshooting variations of connection errors; e.g., DE1D, DE11, DE0E, 0ED00

DE13

  • May need to have local IT allow your meter to connect to Pitney Bowes servers
  • Provide your local IT with this IP/Port/URL information

Infrastructure Error Codes  (320-341)

  • May need to have local IT allow your meter to connect to Pitney Bowes servers
  • Provide your local IT with this IP/Port/URL information
  • Possible issues with your Postage By Phone account

No Dial Tone

  • Your meter needs to be set to use LAN or Auto setting, instead of Phone setting

 

Troubleshoot a LAN connection on your DM series meter:

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PC Meter Connect (PCMC) Errors
TIP: Review Connection Errors FAQ or refer to the following list for PCMC connection help:

No Dial Tone (on meter)

  • Check your USB connection between your meter and the computer
  • Make sure PC Meter Connect program is running in your system tray
  • If using your meter through a PC for the first time, make sure to download and install the PC Meter Connect program

Meter Not Detected

  • Check your USB connection between the meter and the computer
  • Make sure PC Meter Connect program is running in your system tray
  • If using your meter through a PC for the first time, make sure to download and install the PC Meter Connect program.
  • Try a different USB cable
  • Try a different USB port on the computer or try another PC if one is available

Internet Not Detected

  • Make sure your PC has an active network connection by launching a browser and going to a website
  • Check your firewall settings on your PC
  • Check your Internet Settings for the PC Meter Connect program
  • Check your browser for proxy settings

10054

  • Socket connection error caused by a firewall/content filter program running on the PC or on the network. Consult your local IT to ensure that Pitney Bowes is permitted to make connections with your network.
  • Explore the various settings under Internet Settings for PC Meter Connect (chunked/non-chunked, active/passive/HTTPS).
  • Provide your local IT with IP/Port/URL information.

10053

  • Socket connection error caused by a firewall/content filter program running on the PC or on the network. Consult your local IT to ensure that Pitney Bowes is permitted to make connections with your network.
  • Explore your various settings under Internet Settings for PC Meter Connect (chunked/non-chunked, active/passive/HTTPS).
  • Provide your local IT with IP/Port/URL information

Username/Password Required         

  • If installing PC Meter Connect program this may be referring to administrative rights to install programs on the computer
  • If program is already installed it will be referring to proxy settings. Consult with local IT to establish what information is set on the local network.
  • Check Proxy settings under your Internet Settings for PC Meter Connect

USB Device Driver Not Found

  • PC Meter Connect program not installed
  • Program installed but device driver needs to be manually installed

R000b

  • Insufficient funds on your Postage By Phone account. Call us at 1-800-243-7800 to make sure funds are available.

DE00 / 0DE00

  • Connection issues: you may need to have your local IT allow the meter to connect to Pitney Bowes servers.
  • Provide your local IT with IP/Port/URL information
  • Review DM Series for troubleshooting variations of connection errors; e.g., DE1D, DE11, DE0E

DE13

  • Connection issues: you may need to have your local IT allow the meter to connect to Pitney Bowes servers.
  • Provide your local IT with IP/Port/URL information

Infrastructure Error Codes (320-341)      

  • Connection issues: you may need to have your local IT allow the meter to connect to Pitney Bowes servers.
  • Provide your local IT with IP/Port/URL information
  • Possible issues with your postage account


 

 

Phone Line (Analog) Connection Errors

No Dial Tone

  • Check your physical connections at both ends
  • Check your phone cord. The cord may have damage that you can or cannot see. Try a different phone cord - RJ11 connector.
  • Make sure your line is a dedicated analog line - no splitters, no VM service, no PBX or routing/directory systems, no DSL, no VOIP or digital services
  • Check your phone number: 1-800-590-4857 or 1-866-297-8025
  • Check your prefix - e.g., do you need to dial "9" before making calls
  • Plug a phone into the line and see if dial tone is present
  • Try another fax line

Ringing or Busy Signal

When you dial into the Data Center using a compatible phone line, it should ring. Let it ring 10 to 15 times. The line you are using is not compatible if:

  • your ring tone changes
  • a message comes on the line
  • it goes to voice mail
  • you hear a busy signal

No Carrier Detected

  • Check your prefix - e.g., do you need to dial "9" before making calls
  • Make sure your line is a dedicated analog line - no splitters, no VM service, no PBX or routing systems, no DSL

Modem Connection to ATT Failed

  • Make sure your line is a dedicated analog line - no splitters, no VM service, no PBX or routing systems, no DSL
  • Check your phone number: 1-800-590-4857 or 1-866-297-8025
  • Check your prefix - e.g., do you need to dial "9" before making calls
  • Plug a phone into your line and see if dial tone is present
  • Try another phone or fax line
  • If these steps do not resolve this issue, contact us for further assistance

DE00

  • Make sure your line is a dedicated analog line - no splitters, no VM service, no PBX or routing/directory systems, no DSL, no VOIP or digital services
  • Check your phone number: 1-800-590-4857 or 1-866-297-8025
  • Check your prefix - e.g., do you need to dial "9" before making calls
  • Plug a phone into your line and see if dial tone is present
  • Try another phone or fax line
  • Review DM Series for troubleshooting and variations of connection errors; e.g., DE1D, DE11, DE0E, 0DE00

DE13

  • Make sure line is a dedicated analog line - no splitters, no VM service, no PBX or routing/directory systems, no DSL, no VOIP or digital services
  • Check your phone number: 1-800-590-4857 or 1-866-297-8025
  • Check your prefix - e.g., do you need to dial "9" before making calls
  • Plug a phone into your line and see if dial tone is present
  • Try another phone or fax line

Infrastructure Error Codes (320-341)

  • Make sure your line is a dedicated analog line - no splitters, no VM service, no PBX or routing/directory systems, no DSL, no VOIP or digital services
  • Check your phone number: 1-800-590-4857 or 1-866-297-8025
  • Check your prefix - e.g., do you need to dial "9" before making calls
  • Plug a phone into the line and see if dial tone is present
  • Try another phone or fax line

 Note: There may be a problem with your postage account. Contact us if these steps do not resolve the issue.

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Communication Device Errors

Blink Codes on 

Communication Device

  • Indicates issue with Network connection, meter, or Communication Device
  • Review specific LED blink codes and Communication Device errors for troubleshooting
  • May need to have local IT allow meter to connect to Pitney Bowes servers
  • Provide your local IT with this IP/Port/URL information

No Dial Tone

  • The meter is not communicating with your communication device
  • The meter has incorrect version of software (must be version 10.00.07 or above)
  • The meter is not attached to your communication device

1814

  • May need to have local IT allow meter to connect to Pitney Bowes servers
  • Provide your local IT with this IP/Port/URL information.
  • Possible issues with your postage account

1816

  • May need to have local IT allow meter to connect to Pitney Bowes servers
  • Provide your local IT with this IP/Port/URL information
  • Possible issues with your postage account.

DE00 (or 0DE00)

  • May need to have local IT allow meter to connect to Pitney Bowes servers
  • Provide your local IT with this IP/Port/URL information.

DE13

  • May need to have local IT allow meter to connect to Pitney Bowes servers
  • Provide your local IT with this IP/Port/URL information

Infrastructure Error Codes 

(320-341)

  • May need to have local IT allow meter to connect to Pitney Bowes servers
  • Provide your local IT with this IP/Port/URL information
  • Possible issues with your Postage by Phone account

 

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