"Connection Due" or “Connection Required” message on DM50/DM60

Products affected: DM50™ / DM55™(K721), DM60™ K722)

Issue

The franking machine is displaying the message Connection Due or Connection Required and you may be unable to print postage and run mail.
 

Cause

Your franking machine requires a connection to the Pitney Bowes Data Centre.

Resolution

UPDATED: 8 September 2020
Before you begin
Make sure that your franking machine is connected to access the Pitney Bowes Data Centre using a SmartLink device, PC Meter Connect, a Communication Device or a dial-up phone connection.

Important: You must make a connection before your franking machine will allow you to continue processing mail. We recommend that you do this as soon as possible after seeing the Connection Due message in order to avoid any disruption. When Connection Required is displayed, you must make a connection before continuing to use your franking machine.
 

Solution 1:


Follow the prompts on the franking machine's screen (press Enter/Yes at the Connection Due or Connection Required prompt) to make a successful connection.
 

Solution 2:


Perform a balance enquiry (press the Funds or Add Postage key, then select Check Balance).
 

Solution 3:


If after attempting Solutions 1 and/or 2, the franking machine is unable to connect to clear the error, reboot the franking machine by removing the power cord from the back of the franking machine, waiting for 2-3 minutes before reconnecting.
If you are connecting via a Smartlink device or Communication Device you will also need to reboot the connection method to re-establish the connection.

Related topics: If you are unable to connect to the internet, ask your IT department or internet provider to check the internet settings before you contact Pitney Bowes. If you still need assistance, please use the Contact Us options below.