VERIFIED SOLUTION i

Troubleshooting an analogue phone connection on the DM300-DM475

Products affected:
DM300c™, DM400c™, DM475™ (G920)
DM300M™, DM400M™, DM475M™ (G922)

Issue

The meter fails to communicate with the Pitney Bowes server and gives an error message, for example:
  • "No dial tone"
  • "No carrier detected"
  • "No Modem Detected"
  • "Data Centre Phone Busy"
  • "Connection Lost"
  • "Connection Failed"

Cause

The meter is not connecting to the data center over an analogue phone line.

Resolution

UPDATED: 20 July 2019
  1. We recommend that you switch to a faster, more reliable digital connection - visit www.pitneybowes.com/uk/connect.
 
  1. To troubleshoot an existing analogue phone line connection - first check the number that the meter is dialling. See How to change the phone number dialled on the DM300, DM400 and DM475.
Note: The meter should be plugged directly into the wall. We should remove any phone line splitters, they can add noise to the line and it is best if the meter is not sharing a phone line.
 
  1. Make sure that the meter is connected to an active analogue phone line:
    • The meter can use the same connection as a fax machine or credit card reader, or other dedicated analogue phone line.
    • Unplug the phone cord from the back of the fax machine or analogue device.
    • Plug the end of the phone cord that was removed from the fax machine or analogue device directly into the meter.
  2. Check what kind of phone line you have:
    • The meter is designed to work with a true analogue phone line, such as a dedicated fax line.
    • A DSL line may work. If there are problems try adding a DSL filter, DSL filters can be purchased at an office supply store or acquired from the phone company.
    • 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.
    • A T1 or VOIP line will not work with the meter.
  3. 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 on the DM300, DM400 and DM475 for more details.