Troubleshooting the Communication Device on the mailstation series

Products affected: mailstation™, mailstation2™

Issue

Your mailstation™ or mailstation2™ does not connect when using the Communication Device.
 Communication Device

Cause

The meter cannot communicate with the Pitney Bowes Data Center when connected through a Communication Device.

Resolution

UPDATED: September 9, 2019
Try your Communication Device troubleshooting solutions in this order:
  1. Restart your meter and Communication Device
  2. Diagnose the Communication Device LED blink patterns
  3. Reset your Communication Device to factory default settings
  4. Reconfigure your Communication Device
  5. Try a different connection method


Solution 1: Restart your meter and Communication Device
  1. Unplug the power cord from the back of your meter.
  2. Unplug the USB cable from the back of your meter.
  3. Unplug the power cord from your Communication Device.
  4. If you have a wired connection, unplug the network cable from your Communication Device.
  5. Wait 30 seconds.
  6. Plug the network cable into your Communication Device. Make sure that the other end of the network cable is plugged into a working network router, switch, or wall jack.
  7. Plug the power cord into your Communication Device.
  8. Wait for an orange flashing LED (light) near the Communication Device's network jack.
    • If the LED does not turn on, make sure that the Communication Device is properly plugged in to a working power source.
    • If LED is red, either your network settings are blocking the connection, or the network cable is bad.
  9. Plug the USB cable into your meter.
  10. Plug the power cord into your meter.
  11. Check the network jack on your Communication Device once your meter returns to the Home screen.
    • If the LED on the network jack flashes green, your connection works.
    • If the LED does not flash green, go to the next solution.


Solution 2: Diagnose the Communication Device LED blink patterns

The LEDs near the network jack on the Communication Device have colors and blink patterns that indicate the status of your device. If your issue is not resolved, go to Solution 3.
 

Solution 3: Reset your Communication Device to factory default settings

If your Communication Device does not work, you may need to restore your Communication Device to the factory settings. Read through the instructions before you begin. Select a method for restoring your factory settings:
Power Cycle method:
  1. Unplug the power cord from your Communication Device.
  2. Using a pen, press and hold in the small reset button on your Communication Device.
Communication Device reset button
  1. While holding the reset button in, plug the power cord back into your Communication Device.
  2. Continue to hold the button in until the green LED lights up, then release. This takes about 10 seconds.
  3. After the green LED lights up, go back to the first solution and restart your meter and the Communication Device.

Button method:
  1. Turn on the Communication Device and make sure that the green and/or red LEDs are blinking.
  2. Use a pen to press and hold in the small reset button on the Communication Device until the LED turns green (about 2 seconds).
Communication Device reset button
  1. After the green LED turns on, release the button.
    • If the green LED turns off and the red LED turns on, the process was successful. A few seconds later, the red LED turns off as your Communication Device resets itself.
    • If the LEDs start blinking again, the solution was not successful. Repeat Steps 1-3.
 If your issue is not resolved, go to Solution 4.
 

Solution 4: Reconfigure your Communication Device
  1. DHCP (Dynamic Host Configuration Protocol) on your network.
  2. Disconnect the USB cable from your meter.
  3. Download and run the Network Setup Software to verify and manually configure the network gateway.
  4. In addition to the DNS, you must specify the IP Address and Subnet mask.  
If your issue is not resolved, go to Solution 5.

 

Solution 5: Try a different connection method
Use the Contact Us options below if you need further assistance. Have your model and serial number ready.

Related article:
  • If your meter still does not connect, make sure that your network is configured to allow the meter to communicate with the Pitney Bowes Data Center. See the URL, IP Address User Guide (PDF).