VERIFIED SOLUTION i

Troubleshooting a dial-up phone connection on the DM100i-DM225

Products affected: DM100®i, DM125™, DM200L™, DM225™

Issue

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

Cause

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

Resolution

UPDATED: March 7, 2019
Switch to a SmartLink device to resolve recurring problems with your dial-up phone connection. Dial-up phone connections are unreliable.

Follow these steps to resolve issues with your dial-up connection:
  1. Retry the connection two or three times.
  2. Make sure that your meter connects to a dial-up phone line that is not shared with another device. Plug your meter directly into the wall jack and remove any phone line splitters.
  • If your 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 are having issues, try rebooting the device that is simulating the analog line.
    • A T1 or Voice over IP (VoIP) lines do not work with dial-up phone connections.
  2. Check to see if you must add or remove a dialing prefix (such as 9) to get an outside line. See changing the dialing prefix.
  3. Make sure that your meter is dialing the number 1-844-972-9633 (toll-free). See manually changing your dial-up phone number.
  4. If the connection drops before it finishes, try slowing the modem speed. See changing the modem speed.

If you still have problems and cannot wait for the Smartlink to arrive, install PC Meter Connect as a temporary solution.