Troubleshooting a dial-up phone connection on the DM300C-DM475

Products affected: DM300C™, DM400C™, DM450C™, DM475™

Issue

The meter cannot communicate with the server and may display an error message.

Cause

The meter cannot connect to the Pitney Bowes Data Center over a dial-up (analog) phone line.

Resolution

UPDATED: July 30, 2020

Solution 1: Try another connection method

  1. Switch to a SmartLink device to resolve recurring problems with your dial-up phone connection. Dial-up phone connections are unreliable.
  2. If you still have problems and cannot wait for your Smartlink to arrive, install PC Meter Connect as a temporary solution.
     

Solution 2: Resolve issues with your dial-up connection

Follow these steps to resolve issues with your dial-up connection:
  1. Retry your connection two or three times.
  2. Make sure that your meter connects to a dial-up (analog) phone line that is not shared with another device. Plug the meter directly into the wall jack and remove any phone line splitters.
    • If your meter uses the same phone line as a fax machine, credit card reader, or other analog device, unplug the other devices so that your meter is the only device using the phone line.
  3. Make sure that you use a true dial-up (analog) line.
    • A DSL line may work. If there are issues, try adding a DSL filter, which can be purchased at an office supply store or acquired from the phone company.
    • Simulated analog phone lines are problematic. If you have issues, try rebooting the device that is simulating the analog line.
    • A T1 or Voice Over IP (VOIP) lines do not work with dial-up (analog) connections.
  4. Check to see if you must add or remove a dialing prefix (such as 9) to get an outside line. See manually changing your dialing prefix.
  5. Make sure that your meter dials the number 1-844-972-9633 (toll-free). See manually changing your dial-up phone number.

Use the Contact Us options below if you need further assistance. Have your model and serial number ready.