"Meter Not Detected" when using PC Meter Connect with the mailstation2, DM125, DM300C, DM400C and DM475

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

Issue

The PC Meter Connect icon in the system tray displays the message "Meter not detected."

Cause

The PC Meter Connect software and the meter do not communicate.

Resolution

UPDATED: February 26, 2019
To resolve this issue:
  • Check your connections
  • Check your version
  • Check universal serial bus controllers
Check your connections:
  1. Check that the meter powers up and the home screen appears.
  2. Check that the USB cable plugs securely into the meter and the computer.
  3. Unplug the USB cable from the meter and the computer.
  4. Plug the USB cable back into the meter, then plug the other end of the cable into a different USB port, if one is available.
Note: It is recommended to plug the USB cable into a USB port on the back of the computer, if there is one available.
Note: If you are using a USB hub, try plugging directly into the computer instead. That is, connect the USB cable directly from the meter to the computer without a USB hub.
  1. Restart the computer and the meter.
If your issue is not resolved, verify that the latest version of PC Meter Connect is installed:
  1. Right-click on the PC Meter Connect system tray icon.
  2. Select About PC Meter Connect.
  3. If it is not the latest version of software (05.00.0056.0000), uninstall and reinstall it:
    1. Right-click on the system tray icon and select Exit.
    2. Unplug the USB cable from the meter and the computer.
    3. Unplug the power cord from the back of the meter.
    4. Select Windows StartControl PanelPrograms and Features.
    5. Select PC Meter Connect and select Uninstall.
    6. Reinstall PC Meter Connect.
Once the current version of the software is installed, if your issue is still not resolved, check your universal serial bus controllers:
  1. Select Windows Start > Control Panel > Device Manager.
  2. Expand Universal Serial Bus Controllers and look for the PB Postage Meter.
    • If the PB Postage Meter is not listed under Universal Serial Bus controllers:
      1. Test the port that the meter's USB cable is plugged into by plugging in another USB device such as a mouse or flash drive.
      2. If the other device fails, this indicates an issue with the USB port. Try a different USB port on the computer.
      3. If the other device works in the USB port, try a different USB cable. If a different USB cable works, this indicates that the original USB cable may be defective.
      4. If there are no issues with the USB port or the cable, proceed to step 3.
    • If PB Postage Meter is listed under Universal Serial Bus controllers and does not have a yellow question mark icon on it, proceed to step 3.
    • If the PB Postage Meter is listed under Universal Serial Bus controllers with a yellow question mark icon:
      1. Right-click on PB Postage Meter.
      2. Select Update Driver Software.
      3. Select No, no this time.
      4. Select Next.
      5. Select Install from a list or specific location (Advanced).
      6. Select Next.
      7. Select Include this location in the search
      8. Select Browse.
      9. Browse to C:\Program Files\Pitney Bowes\PC Meter Connect\USBDriver\
      10. Select Next and wait for the process to finish.
      11. If the yellow question mark goes away, retry the connection. If the issue is still not resolved or if the yellow question mark returns, proceed to step 3.
  3. Restart both the computer and the meter.
  4. If you have not already, uninstall and reinstall PC Meter Connect as described above.