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Troubleshooting issues with a SmartLink connection on DM Series postage meters

Issue

The meter is having communication failures:
  • The SmartLink™ device's network LED is not blinking green.
  • The lights are correct, but the meter attempts to dial out and shows error No dial tone.

Cause

The SmartLink device is not communicating with the data server or the meter is not recognising the SmartLink.
 

Resolution

UPDATED: 26 September 2018


For interactive troubleshooting, visit the SmartLink troubleshooting page. This page contains FAQs and tips for issues a wired or wireless connection.

The SmartLink must first connect to the network, before being physically connected to the meter.  This video shows the correct sequence.



Note: This video shows a wired setup, but the sequence is the same for a device already configured to a wireless network.

You may be able to resolve the problem by restarting your SmartLink device and meter, as follows:
  1. Power down the meter by removing the power cable from the back of the machine.
  2. Power down the SmartLink device by removing the power cable from the back of the box.
  3. Remove the USB cable from the back of the meter.
  4. Power up the meter by plugging the power cable into the back of the machine.
  5. Power up the SmartLink device. After a few seconds, if the device finds an active connection, the bottom Internet light will start blinking green:
  1. Plug the USB cable into the SmartLink and into the back of your meter.
  2. The device's lights will change colour - the USB light will go stready green, and the Internet light will be blinking green:
  1. The meter should display the message Meter Controlled by PC.  This indicates that the meter is able to make a connection to Pitney Bowes.

If you require additional assistance, contact Technical Support. Please have your Serial Number (Meter #) ready, this can be located on a white sticker at the back of the meter.

Environment Details

Products affected:
DM50™, DM55™ (K721)
DM60™ (K722)
DM100i™, DM150i™, DM200i™ (P720)
DM110i™, DM160i™, DM220i™ (PR20)
DM300c™, DM400c™, DM475™ (G920)
DM300M™, DM400M™, DM475M™ (G922)

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