VERIFIED SOLUTION i

"No Dial Tone" message on your franking machine

Products affected:
DM50™/ DM55™ (K721, K724)
DM60™ (K722)
DM100i™ / DM150i™ / DM200i™ (P720, P725)
DM110i™ / DM160i™ / DM220i™ (PR20)
DM300c™ / DM400c™ / DM475c™ (G920, G925)
DM300M™ / DM400M™ / DM475M™ (G922)

Issue

Your franking machine displays the message "No Dial Tone" when you perform tasks that require you to connect to the Pitney Bowes Data Centre, such as:
  • Topping up funds and checking balance
  • Downloading Rates and Updates

Cause

Your franking machine lost its connection to the Data Centre.
 
The “No Dial Tone” message is a generic message for all connection methods, even those connected digitally via a Smartlink device, Communication Device or PC Meter Connect.

 

Resolution

UPDATED: 18 July 2019
Solution 1: Check all physical connections to your franking machine, attached devices or PCs to ensure that nothing is unplugged or has come loose.
 
·             Check that all wires and cables are securely connected at both ends. 
·             If digitally connected, Check that your internet (wired or wireless) connection appears to be connected and operational in your location.
  • Check if other devices in your location also lost their internet connections. If they have, follow your normal procedures to re-establish your internet connection or contact your internet provider.
  • Ensure that you do not have a phone line connected to your franking machine.
·             If connected via telephone line, Check that your phone line is working.
  • Use a spare phone handset and plug into your phone line to see if you hear a dial tone. If not, then contact your phone provider. 
See Solution 2 to reboot your franking machine and ensure that any re-connection is detected.

 
Solution 2: Reboot your franking machine
  1. Power down your franking machine by removing the power cable from the back of the meter. 
  2. Wait 10 seconds, then reboot your franking machine by plugging the power lead back in.
 
If rebooting your franking machine does not resolve your issue, try Solution 3.

 
Solution 3: Troubleshoot your connection method
Identify your connection method from the list and follow the link to the relevant troubleshooting article to learn how to restart your connection method: