VERIFIED SOLUTION i

Troubleshooting SmartLink connection issues on the mailstation series and DM100i-DM475

Products affected: mailstation™, mailstation2™, DM100®i, DM125™, DM200L™, DM225™, DM300C™, DM400C™, DM450C™, DM475™

Issue

Your meter cannot update, add postage, or otherwise communicate with the Pitney Bowes Data Center.

Symptoms:
  • The USB Connectivity light  USB connectivity icon on your SmartLink™ device is not solid green and the Network Connectivity light  User-added image is not blinking green.
  • The USB Connectivity light  USB connectivity icon on your SmartLink™ device is solid green and the Network Connectivity light  User-added image is blinking green or red.
  • Your meter displays the message “No dial tone”.
  • Your meter displays “Processing” for more than 5 minutes when adding postage or performing an update.
smartlink device with lights

Cause

Your SmartLink device does not communicate with the Pitney Bowes Data Center.

Resolution

UPDATED: September 6, 2019
Restart both your SmartLink device and your meter to clear your error:
  1. Unplug the power cord from your meter.
power cord into meter
  1. Unplug the power cord from your SmartLink device.
unplug power cord from Smartlink device
 
  1. Unplug your USB cable from your Smartlink device and your meter.
unplug USB cord from Smartlink
  1. Wait one full minute.
  2. Plug the USB cable back into your SmartLink device and your meter.
  3. Plug the power cord back into your SmartLink device.
  4. Plug the power cord back into your meter.
  5. 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 meter on and test your connection.
See the SmartLink Troubleshooting page for in-depth troubleshooting help if your issue is not resolved.

Use the Contact Us options below if you need further assistance. Have your model and serial number ready.