Troubleshooting SmartLink wired connection issues on DM Series franking machines

Products affected: DM50™, DM55™ (K721), DM60™ (K722), DM100i™, DM150i™, DM200i™ (P720), DM110i™, DM160i™, DM220i™ (PR20), DM300c™, DM400c™, DM475™ (G920), DM300M™, DM400M™, DM475M™ (G922)

Issue

Your franking machine cannot update, add postage, or otherwise communicate with the Pitney Bowes Data Centre.

Symptoms
A working SmartLink device shows the USB Connectivity light USB connectivity icon as solid green and the Network Connectivity light User-added image as blinking green.
 
smartlink device running correctly
However, your SmartLink device:
  • shows different USB Connectivity and Network Connectivity light combinations
  • shows the message No dial tone
  • shows the message Processing for more then 5 minutes when adding postage or performing an update

Cause

  • Your SmartLink device does not communicate with the Pitney Bowes Data Centre.
  • Your SmartLink device does not communicate with your franking machine.

Resolution

UPDATED: 8 September 2020
To resolve communication issues between your franking machine and the Pitney Bowes Data Centre:
  1. Restart your SmartLink device and your franking machine
  2. Check your Network Connectivity light   
  3. Change your connection option
To resolve communication issues between your franking machine and your SmartLink device:
  1. Check your USB Connectivity light

Solution 1: Restart both your SmartLink device and your franking machine to clear your error
  1. Unplug the power cord from your franking machine.
power cord into meter
  1. Unplug the power cord from your SmartLink device.
unplug power cord from Smartlink device
 
  1. Unplug your network cable from your SmartLink device.
unplug network cable from Smartlink device
  1. Unplug your USB cable from your SmartLink device and your franking machine.
unplug USB cord from Smartlink
  1. Wait one full minute.
  2. Plug the USB cable back into your SmartLink device and your franking machine.
  3. Plug your network cable back into your SmartLink device.
  4. Plug your power cord back into your SmartLink device.
  5. Plug your power cord back into your franking machine.
  6. Wait one full minute. Verify that your Network Connectivity light  User-added image is blinking green and your USB Connectivity light  USB connectivity icon is solid green.
working smartlink with lights
  1. Turn your franking machine on and test your connection.
If this does not resolve your issue, try Solution 2.

Solution 2: Check your Network Connectivity light

Look at the Network Connectivity light  User-added image on your SmartLink device. If your Network Connectivity light User-added image is not blinking green, then select the option below that best describes this light on your SmartLink device. For each of the following solutions, please consult with your IT department if you are not a technical person. Be sure to give your SmartLink device enough time to connect. It may take 30 seconds to a few minutes on some networks.
 smartlink lights

network lights off  Your lights are off
What this means
Your device has no power.
Action required
  1. Plug your SmartLink device into a power outlet. Be sure to use the power adapter included in your box.
  2. Check to ensure that your power outlet is on. Try another outlet if you’re not sure.
  3. Retry your connection.


network blinking amber  Your light is blinking amber
What this means
Your SmartLink device is waiting for an Ethernet connection.
Action required
  1. Ensure that your wired Ethernet cable is securely plugged in to your SmartLink device and your network port.
  2. Check that the lights on your SmartLink device near the Ethernet cable are lit.
  3. Verify your network port has an active internet connection.


solid green light Your light is solid green
What this means
Your SmartLink device is updating.
Action required
No action is required. Wait until your light starts blinking green.
  • The solid green light appears when your SmartLink device first connects to the internet to update your software. Updates can take up to 15 minutes to finish. After your update process finishes, your Network Connectivity light starts blinking green.
  • Your SmartLink device is connected to the internet correctly.


solid red lights  Your lights are solid red
What this means
The voltage is not correct.
Action required
  1. Ensure that you are using the power adapter shipped with your SmartLink device.
  2. Move your SmartLink device to a different power outlet, preferably one in a different room or on a different wall.
  3. Retry your connection.
  4. If your lights are still solid red, then you may need to replace your SmartLink device. Use the contact options at the end of this article to contact technical support.


no dial tone but lights are correctYour User-added image light is blinking green and your USB connectivity icon light is solid green and and you see the "No dial tone" message
What this means
Your franking machine does not detect your SmartLink device, and then tries to connect your franking machine to the Pitney Bowes Data Center using a phone connection.
Action required
  1. Disconnect your SmartLink device from your franking machine while keeping the power cord plugged in, and bring your SmartLink device to a monitor.
  2. Go to the SmartLink setup page.
  3. Select Advanced Options.
  4. Read Steps 1-7. Do not make any changes.
  5. At Step 8, put your SmartLink device against the monitor screen as directed.
  6. The screen displays a message saying that the connection setup failed. This is okay.
  7. Reconnect your SmartLink device to your franking machine.
  8. Retry your connection.


For each of the following solutions, please consult with your IT department if you are not a technical person.

network off red amber lights Your light is blinking Off, then Red, then Amber
What this means
Your SmartLink device cannot retrieve an IP address from your network.
Action required
  • Be sure to check first with your IT department to resolve network issues.
  • Check the DHCP settings on your router to make sure it is enabled and has enough IP addresses for all your devices, including your SmartLink device.
  • Check that MAC Address Filtering is either not enabled or that it allows your SmartLink device access to your network.


network off red off amber lights  Your light is blinking Off, then Amber, then Off, then Red
What this means
Your SmartLink device cannot connect through your network.
Action required
  • Be sure to check first with your IT department to resolve network issues.
Possible issues include:
  • Your SmartLink device cannot connect through your network.
  • The port that SmartLink uses to connect to the internet is blocked by your network firewall. Your Smartlink device connects with port 31314, 993, or 443 using TCP. Verify that your network allows traffic through these ports.
  • The URL that the SmartLink uses to connect to the internet is blocked by your network firewall. Your SmartLink device connects to the address agent.sl.pb.com.
  • Proxy address or port incorrect: Your SmartLink device cannot connect through your proxy.
  • Validate that your proxy settings are correct and the proxy is available.
  • Proxy Access credentials rejected: Your SmartLink device cannot connect to your proxy.
  • Verify that you entered correct proxy credentials. Proxy Usernames and Passwords may be case sensitive, depending on your configuration.
If this does not resolve your issue, try Solution 3.

Solution 3: Change your connection option
  1. If you have a wired connection, try changing to a WiFi connection instead.
If this does not resolve your issue, use the Contact Us options below for further assistance.


Solution 4: Check your USB Connectivity light USB connectivity icon 
  1. Confirm that your Network Connectivity light USB connectivity icon is blinking green.
  2. Check your USB Connectivity light USB connectivity icon on your SmartLink device. If it is not solid green, then select the option below that best matches the lights on your SmartLink device:


USB light off   Your lights are off
What this means
Your SmartLink device does not see a connected Pitney Bowes franking machine.
Action required
  1. Verify that your franking machine’s power is turned on.
  2. Verify that your USB cable is plugged securely into your franking machine and your SmartLink device.
  3. Reseat your USB cable connections:
    1. Disconnect the USB cable from your SmartLink.
    2. Disconnect the USB cable from your franking machine.
    3. Reconnect the USB cable to your SmartLink device.
    4. Reconnect the USB cable to your franking machine.
  4. Check your USB connectivity icon light; if it is not solid green then use the Contact Us options below for further assistance.


USB solid amber light  Your light is solid amber
What this means
Your SmartLink device is connected to your franking machine, but it may not be communicating with your franking machine.
Action required
  1. If you see a warning or error message on your franking machine screen, clear that message by restarting your franking machine.
  2. Reseat your USB cable connections:
    1. Disconnect the USB cable from your SmartLink.
    2. Disconnect the USB cable from your franking machine.
    3. Reconnect the USB cable to your SmartLink device.
    4. Reconnect the USB cable to your franking machine.
  3. Check your USB connectivity icon light; if it is not solid green, then use the Contact Us options below for further assistance.
If you are unable to connect to the internet, ask your IT department or internet provider to check the internet settings before you contact Pitney Bowes. If you still need assistance, please use the Contact Us options below.

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