VERIFIED SOLUTION i

Troubleshooting connection errors on the DM300-DM475

Issue

The meter displays one of the following error codes or system messages, and will not connect to the Pitney Bowes Data Centre:
  • Error codes on meter: 1813, 94, 200D, DE00, DE03, DE04, DE05, DE06, DE07, DE08, DE09, DE0A, DE0B, DE0C, DE0D, DE0E, DE0F, DE10, DE11, DE12, DE13, DE14, DE15, DE16, DE17, DE18, DE19, DE1A, DE1B, DE1C, DE1C, DE1D, DE1E, DE1F, DE20, DE21, DE22, DE23, DE24, DE25, DE26, DE27, DE28
  • Error codes in PC Meter Connect: EDE00, EDE03, EDE04, EDE05, EDE06, EDE07, EDE08, EDE09, EDE0A, EDE0B, EDE0C, EDE0D, EDE0E, EDE0F, EDE10, EDE11, EDE12, EDE13, EDE14, EDE15, EDE16, EDE17, EDE18, EDE19, EDE1A, EDE1B, EDE1C, EDE1C, EDE1D, EDE1E, EDE1F, EDE20, EDE21, EDE22, EDE23, EDE24, EDE25, EDE26, EDE27, EDE28
  • Messages: No Dial Tone, Data Centre Busy, Link Negotiation Failed, No Carrier Detected, No Carrier Detected Online, Modem Connection to AT&T Failed, Invalid User Id/Password, No Modem Detected, Connection Dropped, Cannot Reach Data Centre, Line Busy, and Connection Lost, Intellilink dropped, No Carrier Detected On Line

Cause

The meter is not connecting to the server.

Resolution

UPDATED: 3 January 2019
Restart your meter. Follow these steps for a safe restart:
  1. Unplug the power cord.
  2. Wait one to three minutes.
  3. Plug the power cord back in, ensuring that it is plugged directly into a wall outlet.
  4. If you still have a connection issue after rebooting, see one of the following sections below:

LAN:
LAN

PC Meter Connect:
pcmc
  • For issues connecting over the internet via computer using the PC Meter Connect application, first make sure that the meter's Connection Mode is set to "Auto":
  1. Press the Options key.
  2. Press Page Down twice.
  3. Select "Data Center Options".
  4. Press Page Down.
  5. The third option is "Connection Mode: ...":
    1. If the meter displays "Connection Mode: Phone", press the corresponding button on the left. The meter will return to the "Data Center Options" page. Press Page Down, the meter should now display "Connection Mode: Auto".
    2. When the meter displays "Connection Mode: Auto", press the Home button to return to the Home page.

Analogue telephone line:
If the issue is not resolved, contact Technical Support. Please have your Meter type ("PCN") and Serial Number ("Meter #") ready, these can be located on a white sticker at the back of the meter.
Environment Details
Products affected:
DM300c / DM400c / DM475c (G920, G925)
DM300M / DM400M / DM475M (G922)