Troubleshooting Connection Error Messages

Products affected: Meters & Mailing systems


Alert:  If you’re trying to update your meter with the new USPS April 10 rates and are experiencing errors such as DE00 or DE1D it's likely caused by the volume of calls we're receiving and your meter is failing to make a connection.  Please try one of the below options.

Option 1: Please continue to try and connect, however we expect you may have to try several times before being successful.

Option 2: Please attempt a digital connection using PC Meter Connect .

 



When downloading rate or software updates, you may experience an error or issue when connecting to the Pitney Bowes Data Center. Select your connection type to troubleshoot:

 

            Troubleshooting Phone Line Connection Errors

No Dial Tone
  • Check your physical connections at both ends
  • Check your phone cord. The cord may have damage that you can or cannot see. Try a different phone cord (RJ11 connector).
  • Make sure your line is a dedicated analog line - no splitters, no VM service, no PBX or routing/directory systems, no DSL, no VOIP or digital services
  • Check your phone number: 1-800-590-4857 or 1-866-297-8025
  • Check your prefix - e.g., do you need to dial "9" before making calls
  • Plug a phone into the line and see if dial tone is present
  • Try another phone or fax line
Ringing or Busy Signal When you dial into the Data Center using a compatible phone line, it should ring. Let it ring 10 to 15 times.
The line you are using is not compatible if:
  • your ring tone changes
  • a message comes on the line
  • it goes to voice mail
  • you hear a busy signal
No Carrier Detected
  • Check your prefix - e.g., do you need to dial "9" before making calls
  • Make sure your line is a dedicated analog line - no splitters, no VM service, no PBX or routing systems, no DSL
Modem Connection to ATT Failed
  • Make sure your line is a dedicated analog line - no splitters, no VM service, no PBX or routing systems, no DSL
  • Check your phone number: 1-800-590-4857 or 1-866-297-8025
  • Check your prefix - e.g., do you need to dial "9" before making calls
  • Plug a phone into your line and see if dial tone is present
  • Try another phone or fax line
  • If these steps do not resolve this issue, contact us for further assistance

DE00

 

  • Make sure your line is a dedicated analog line - no splitters, no VM service, no PBX or routing/directory systems, no DSL, no VOIP or digital services
  • Check your phone number (1-800-590-4857 or 1-866-297-8025).
  • Check your prefix - e.g., do you need to dial "9" before making calls
  • Plug a phone into your line and see if dial tone is present
  • Try another phone or fax line
  • Review Connection Error Codes - DM Series for troubleshooting and variations of connection errors; e.g., DE1D, DE11, DE0E, 0DE00
DE13
  • Make sure line is a dedicated analog line - no splitters, no VM service, no PBX or routing/directory systems, no DSL, no VOIP or digital services
  • Check your phone number (1-800-590-4857 or 1-866-297-8025).
  • Check your prefix - e.g., do you need to dial "9" before making calls
  • Plug a phone into your line and see if dial tone is present
  • Try another phone or fax line
Infrastructure Error Codes (320-341)         
  • Make sure your line is a dedicated analog line - no splitters, no VM service, no PBX or routing/directory systems, no DSL, no VOIP or digital services
  • Check your phone number (1-800-590-4857 or 1-866-297-8025).
  • Check your prefix - e.g., do you need to dial "9" before making calls
  • Plug a phone into the line and see if dial tone is present
  • Try another phone or fax line

Note: There may be a problem with your postage account. Contact us if these steps do not resolve the issue.

 

                                Troubleshooting PC Meter Connect (PCMC) Errors

        No Dial Tone         
(on meter)
Meter Not Detected
  • Check your USB connection between the meter and the PC
  • Make sure PC Meter Connect program is running in your system tray
  • If using your meter through a PC for the first time, make sure to download and install the PC Meter Connect program.
  • Try a different USB cable
  • Try a different USB port on the computer or try another PC if one is available
Internet Not Detected
  • Make sure your PC has an active network connection by launching a browser and going to a website
  • Check your firewall settings on your PC
  • Check your Internet Settings for the PC Meter Connect program
  • Check your browser for proxy settings
10054
  • Socket connection error caused by a firewall/content filter program running on the PC or on the network. Consult your local IT to ensure that Pitney Bowes is permitted to make connections with your network.
  • Explore the various settings under Internet Settings for PC Meter Connect (chunked/non-chunked, active/passive/HTTPS).
  • Provide your local IT with IP/Port/URL information.
10053
  • Socket connection error caused by a firewall/content filter program running on the PC or on the network. Consult your local IT to ensure that Pitney Bowes is permitted to make connections with your network.
  • Explore your various settings under Internet Settings for PC Meter Connect (chunked/non-chunked, active/passive/HTTPS).
  • Provide your local IT with IP/Port/URL information.
Username/Password Required
  • If installing PC Meter Connect program this may be referring to administrative rights to install programs on the PC
  • If program is already installed it will be referring to proxy settings. Consult with local IT to establish what information is set on the local network.
  • Check Proxy settings under your Internet Settings for PC Meter Connect.
USB Device Driver Not Found
  • PC Meter Connect program not installed.
  • Program installed but device driver needs to be manually installed.
R000b
  • Insufficient funds on your Postage By Phone account. Call us at 1-800-243-7800 to make sure funds are available.
DE00
DE13
  • Connection issues: you may need to have your local IT allow the meter to connect to Pitney Bowes servers.
  • Provide your local IT with IP/Port/URL information.
 Infrastructure Error Codes (320-341)                                     
  • Connection issues: you may need to have your local IT allow the meter to connect to Pitney Bowes servers.
  • Provide your local IT with IP/Port/URL information.
  • Possible issues with your postage account.

 

       Troubleshooting Constant Connection Errors

Data Center/Server Connection

If a CONNECTION TIMEOUT or similar message appears on your meter, reboot your meter and try again.
Example messages:

  • DATA CENTER CONNECTION TIME OUT OCCURRED MAIL EXCEEDS THRESHOLD DOWN LOAD
  • DATA CENTER CONNECTION TIMED OUT
  • SERVER TIMEOUT
 
 No Lights Lit on Adapter
  • Make sure your USB adapter is connected tightly
  • Make sure your Ethernet cable is connected tightly to the network port and to your USB adapter
  • Test adapter by plugging into a USB port on a PC (with active network cable still connected to adapter)

 Has Status Light but No Activity Light

  • The network connection is seen as a live connection but no activity is present.
  • Check if meter is set to use DHCP settings (may be listed as Obtain Automatically under the IP address field).
  • May need to specify IP information on meter.
  • May need to have local IT allow meter to connect to Pitney Bowes servers.
  • Provide your local IT with this IP/Port/URL information.
 Not Finding IP address
  • Check if your meter is set to use DHCP settings (may be listed as Obtain Automatically under the IP address field).
  • May need to specify IP information on meter
  • May need to have local IT allow meter to connect to Pitney Bowes servers
  • Provide your local IT with this IP/Port/URL information.
DE00

DE13

 

 Infrastructure Error Codes (320-341)

 

 

No Dial Tone

 

  • May need to have local IT allow your meter to connect to Pitney Bowes servers
  • Provide your local IT with this IP/Port/URL information.
  • Possible issues with your Postage By Phone account

 

  • Your meter needs to be set to use LAN or Auto setting instead of Phone setting

 

 Troubleshooting Communication Device Errors

   Blink Codes on Communication Device

 No Dial Tone
  • The meter is not communicating with your communication device.
  • The meter has incorrect version of software (must be version 10.00.07 or above).
  • The meter is not attached to your communication device.
1814
  • May need to have local IT allow meter to connect to Pitney Bowes servers.
  • Provide your local IT with this IP/Port/URL information.
  • Possible issues with your postage account.
 1816
  • May need to have local IT allow meter to connect to Pitney Bowes servers.
  • Provide your local IT with this IP/Port/URL information.
  • Possible issues with your postage account.
 DE00 (or 0DE00)
 DE13
  Infrastructure Error Codes (320-341)
  • May need to have local IT allow meter to connect to Pitney Bowes servers.
  • Provide your local IT with this IP/Port/URL information.
  • Possible issues with your Postage By Phone account.

 

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Updated:  March 31, 2016
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