Troubleshooting a dial-up phone connection on the DM500 - DM1100

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


The meter will not communicate with the server and may be displaying an error message.

IMPORTANT:  The January 2018 USPS postal rate update for the DM Series models DM500 through DM1100 was the final rate change update offered for these machines. USPS rate updates are no longer offered for the DM500, DM800i, DM1000 and DM1100 systems. Learn more about our latest shipping and mailing innovations.


The meter is not connecting to the Pitney Bowes Data Center over a dial-up (analog) phone line.


UPDATED: February 4, 2019
The meter is designed to work with a true analog phone line such as a dedicated fax line. Other types of phone lines may work, but connections can be unreliable.
  1. Retry the connection two or three times.
  2. Make sure that the meter is connected to an 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 the meter uses the same phone line as a fax machine, credit card reader, or other analog device, those devices may be trying to dial at the same time. Unplug the other devices so that the meter is the only device using the phone line.
  1. Make sure that you are using a true analog line.
    • A DSL line may work. If there are problems, 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 are having issues, try rebooting the device that is simulating the analog line.
    • A T1 or Voice over IP (VoIP) line will not work with an analog connection.
  2. You may need to add or remove a dialing prefix (such as 9) to get an outside line. See Changing the dialing prefix.
  3. Make sure that the meter is dialing the correct number. The dial-up number is 1-844-972-9633 (toll-free). See Changing the phone number dialed.
  4. If the connection drops before it finishes, try slowing the modem speed. See Changing the modem speed.
Due to ongoing modernization of the national phone network, analog phone connections are sometimes unreliable. If analog connection issues persist, try changing your connection to one of these digital methods. For more information, see the Get connected page.

If you still cannot connect, try using a USB Ethernet Connectivity Kit. See Setting up a wired network connection.