VERIFIED SOLUTION i

Troubleshooting PC Meter Connect connection issues

Products affected: mailstation™, mailstation2™, DM100®i, DM125™, DM200L™, DM225™, DM300C™, DM400C™, DM475™

Issue

Your meter cannot download postage, download software or perform a rate update while connected using PC Meter Connect™.

Cause

Either the meter cannot communicate with PC Meter Connect, or PC Meter Connect cannot connect to the Pitney Bowes Data Center.

Resolution

UPDATED: June 6, 2019

First, try restarting the meter:

  1. Unplug the power cord from the back of the meter.
  2. Unplug the USB cable from the back of the meter.
  3. Wait 30 seconds.
  4. Plug the USB cable back into the meter. Make sure that the other end of the USB cable is plugged into the computer.
  5. Plug the power cord back into the meter. You should see the message "Meter Detected".

If the issue is not resolved, make sure that you have the latest version of PC Meter Connect installed:

  1. Go to the PC Meter Connect download page to find the latest version number.
  2. Right-click on the PC Meter Connect system tray icon (small icons by the clock).
  3. Select About PC Meter Connect.
  4. If you do not have the latest version, uninstall and reinstall it:
    1. Right-click on the system tray icon and select Exit.
    2. Unplug the USB cable from the meter and the computer.
    3. Unplug the power cord from the back of the meter.
    4. Select Windows Start > Control Panel > Programs and Features.
    5. Select PC Meter Connect and select Uninstall.
    6. Download and install the latest version of PC Meter Connect.
  5. If PC Meter Connect was reinstalled, restart the meter and the computer:
    1. Unplug the power cord.
    2. Wait one full minute.
    3. Plug the power cord back in, ensuring that it is plugged directly into a wall outlet.
    4. Restart the computer by closing all open programs and selecting Shut down from the Windows Start menu.
    5. Once the computer has completely shut down, turn it back on.
    6. Attempt your connection again.

If the issue is not resolved, check the connection between the meter and the computer:

  1. Unplug the USB cable from the back of the meter, then firmly reconnect it.
  2. Unplug the USB cable from the computer, then firmly reconnect it.
  3. If you are using a USB hub, remove the cable from the USB hub and plug it into a USB port on the computer.
  4. Retry the connection.
  5. If the connection still fails, try moving the USB cable to a different USB port on your computer.
    Recommended: Use a USB port on the back of your computer.

If the issue is not resolved, try changing the PC Meter Connect Internet options:

  1. Right-click the PC Meter Connect icon in the system tray (small icons by the clock).
  2. Select Internet Settings.
  3. Toggle the settings for HTTP Transfer Protocol Method and Protocol. After you make a change, select OK and retest. Try all available combinations. Some options may be disabled depending on the type of meter you are using
    • HTTP Transfer Protocol Method: Determines whether the data transferred is chunked or non-chunked. Try changing this first, as many firewalls will not allow chunked data by default.
    • Protocol: Determines which transfer protocol is used for the data transfer. Many firewalls do not allow FTP.
    • Proxy Address Assignment: If you are using a proxy, selecting Use Internet Explorer settings should allow PC Meter Connect to use the proxy. Your IT department must provide the proxy settings if they need to be set manually.
  4. Make sure that your network is configured to allow the meter to communicate with the Pitney Bowes Data Center. See the mailstation, mailstation2, DM125-DM475 URL, IP Address User Guide (PDF) for details.

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