Resolve "external memory not responding" on the DM500, DM800, DM925, DM1000 and more

Products affected: DM500™, DM525™, DM550™, DM575™, DM800™, DM800i™, DM825™, DM875™, DM900™, DM925™, DM1000™, and DM1100™, DM Infinity™


The meter displays the message "external memory not responding" and will not function.


The meter cannot read the USB memory device.


UPDATED: September 1, 2017
  1. Verify that the USB and external memory device are properly connected.
  2. Select No on the display to re-check the device connections.
  3. If the error persists, turn the machine off.
  4. Check all USB connections from the mail machine to the external memory device.
  5. Turn the machine back on. All of the lights on the external USB memory device should come back on while the machine is booting up.
If the issue is not resolved, contact client support. Please have your model number ready.