Troubleshooting SmartLink connection issues on the mailstation2, DM125, DM300C-DM475

Products affected: mailstation2™, DM125™, DM300c™, DM400c™ and DM475™ (K7C2, PREC and G910)

Issue

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

Symptoms:
  • The USB LED on your SmartLink™ device is not solid green and the network LED does not blink green.
  • The USB LED on your SmartLink™ device is solid green and the network LED blinks 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.


Cause

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

Resolution

UPDATED: August 30, 2019
Restart both your SmartLink device and your meter to clear your error:
  1. Unplug the power cord from your meter.
  2. Unplug the power cord from your SmartLink device.
  3. If you use a wired connection, unplug your network cable.
  4. Wait one full minute.
  5. Plug the network cable into your SmartLink device.
  6. Plug the power cord into your SmartLink device.
  7. Plug the power cord into your meter.
  8. Wait one full minute. Your meter is ready to connect.
See the SmartLink Troubleshooting page for in-depth troubleshooting help if your issue does not get resolved.

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