Troubleshooting PC Meter Connect connection issues

Products affected: PC Meter Connect™, mailstation2™,  DM100®i, DM125™, DM300C™, DM400C™, DM475™,

Issue

Your meter cannot download postage, download software or perform a rate update while connected using PC Meter Connect™.

Cause

Either your meter cannot communicate with PC Meter Connect, or PC Meter Connect cannot connect to the Pitney Bowes Data Centre.

Resolution

UPDATED: June 6, 2019
There are five ways to troubleshoot this issue; try them in this order:
  1. Restart your meter
  2. Check to ensure that you have the latest version of PC Meter Connect
  3. Check the connection between your meter and your computer
  4. Change your PC Meter Connect Internet options
  5. Check your network configuration
Solution 1: Try restarting your meter:
  1. Unplug your power cord from the back of your meter.
  2. Unplug your USB cable from the back of your meter.
  3. Wait one minute.
  4. Plug the USB cable back into your meter. Make sure that the other end of the USB cable plugs into your computer.
  5. Plug your power cord back into your meter. You see the message Meter Detected.


Solution 2: Make sure that you have the latest version of PC Meter Connect (PCMC) installed:
  1. Right-click on the PC Meter Connect icon in the system tray (small icons by the clock) on your computer.
  2. Select About PC Meter Connect to see your current version number.
    • Find the latest version of PC Meter Connect on the download page.
  3. If you need the latest version of PCMC, uninstall and reinstall it:
    1. Right-click on the system tray icon and select Exit.
    2. Unplug the USB cable from your meter and your computer.
    3. Unplug the power cord from the back of your meter.
    4. Select Windows Start > Control Panel > Programs and Features.
    5. Select PC Meter Connect and select Uninstall.
    6. Download and install the latest version of PC Meter Connect.
  4. If you reinstalled PCMC, restart your meter and your computer:
    1. Unplug the power cord.
    2. Wait one minute.
    3. Plug your power cord back in, ensuring that it is plugged directly into a wall outlet.
    4. Restart your computer by closing all open programs and selecting Shut down from the Windows Start menu.
    5. Once your computer is completely shut down, turn it back on.
    6. Attempt your connection again.

Solution 3: Check the connection between your meter and your computer:
  1. Unplug the USB cable from the back of your meter, then firmly reconnect it.
  2. Unplug the USB cable from your computer, then firmly reconnect it.
  3. If you use a USB hub, remove the cable from the USB hub and plug it into a USB port on your computer.
  4. Retry your connection.
  5. If the connection still fails, try moving the USB cable to a different USB port on your computer
Recommended: Use a USB port on the back of your computer.


Solution 4: Try changing your PC Meter Connect Internet options:
  1. Right-click the PC Meter Connect icon in the system tray (small icons by the clock).
  2. Select Internet Settings.
  3. Toggle the settings for HTTP Transfer Protocol Method and Protocol. After you make a change, select OK and retest. Try all available combinations. Some options may be disabled, depending on the type of meter you use.
  4. HTTP Transfer Protocol Method: Determines whether the data transferred is chunked or non-chunked. Try changing this first, many firewalls will not allow chunked data by default.
  5. Protocol: Determines which transfer protocol is used for the data transfer,. Many firewalls will not allow FTP.
  6. Proxy Address Assignment: If you use a proxy, select Use Internet Explorer settings to use the proxy. Your IT department must provide the proxy settings if they need to be set manually.

Solution 5: Check your network configuration
If you require additional assistance, use the Chat or Create a Case options below to contact technical support. Have your model and serial number ready.

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