VERIFIED SOLUTION i

Troubleshooting an analogue phone connection on the DM50-DM60

Products affected:
DM50™, DM55™ (K721)

Issue

The meter is connected via telephone line, but fails to connect to Pitney Bowes when adding postage, performing a data capture upload or a system update.

Cause

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Resolution

UPDATED: 20 July 2019
If the meter is displaying an error message, click on the relevant link below:
General tips for troubleshooting an analogue phone connection:
  1. Retry your connection several times. Especially when a large amount of data is being shared (for instance, during the monthly Data Capture upload) you may need to attempt a connection several times before it succeeds.
  2. The meter should be plugged directly into a telephone wall socket. You should remove any phone line splitters. These can add noise to the line, and the meter should not share a phone line.
  3. Ensure that the meter is connected to an active analogue phone line:
    1. The meter can use the same connection as a fax machine or credit card reader, or other dedicated analogue phone line.
    2. Unplug the phone cord from the back of the fax machine or other analogue device.
    3. Plug the end of the phone cord that was removed from the other device directly into the meter.
  4. Check what kind of phone line you have:
    1. The meter is designed to work with a true analogue phone line, such as a dedicated fax line.
    2. An ADSL line may work. If there are problems try adding an ADSL filter. ADSL filters can be purchased at an office supply store or acquired from the phone company.
    3. Simulated analogue phone lines can be problematic. They will use a device to simulate an analogue line. Reboot the device if you are having issues.
    4. A T1 or VOIP line will not work with the meter.
  5. If you must press a key on your telephone to get an outside line (often 9 or 0), you may need to enter a dialling prefix on the meter. See How to add or remove the dialling prefix for more details.