Troubleshooting SmartLink wired connection issues on DM Series franking machines

Issue

Your franking machine cannot update, add postage, or otherwise communicate with the Pitney Bowes Data Centre.

Symptoms

A working SmartLink device shows the USB Connectivity light as solid green and the Network Connectivity light as blinking green.

However, your SmartLink device:

• shows different USB Connectivity and Network Connectivity light combinations
• shows the message No dial tone
• shows the message Processing for more then 5 minutes when adding postage or performing an update

Cause

• Your SmartLink device does not communicate with the Pitney Bowes Data Centre.
• Your SmartLink device does not communicate with your franking machine.

Resolution

To resolve communication issues between your franking machine and the Pitney Bowes Data Centre:

1. Restart your SmartLink device and your franking machine
2. Check your Network Connectivity light
3. Change your connection option

To resolve communication issues between your franking machine and your SmartLink device:

1. Check your USB Connectivity light

Solution 1: Restart both your SmartLink device and your franking machine to clear the error

1. Unplug the power cord from your franking machine.
   
2. Unplug the power cord from your SmartLink device.
   
3. Unplug your network cable from your SmartLink device.
   
4. Unplug your USB cable from your SmartLink device and your franking machine.
   
5. Wait one full minute.
6. Plug the USB cable back into your SmartLink device and your franking machine.
7. Plug your network cable back into your SmartLink device.
8. Plug your power cord back into your SmartLink device.
9. Plug your power cord back into your franking machine.
10. Wait one full minute. Verify that your Network Connectivity light is blinking green and your USB Connectivity light is solid green.
    
11. Turn your franking machine on and test your connection.

If this does not resolve your issue, try Solution 2.

Solution 2: Check your Network Connectivity light

Look at the Network Connectivity light on your SmartLink device. If your Network Connectivity light is not blinking green, then select the option below that best describes this light on your SmartLink device.

• Your lights are off
• Your light is blinking amber
• Your light is solid green
• Your lights are both solid red
• Your light is blinking green and your light is solid green and you see the No dial tone message

For each of the following solutions, please consult with your IT department if you are not a technical person.

• Your light is blinking Off, then Red, then Amber
• Your light is blinking Off, then Amber, then Off, then Red

Be sure to give your SmartLink device enough time to connect. It may take 30 seconds to a few minutes on some networks.

Your lights are off

What this means

Your device has no power.

Action required

1. Plug your SmartLink device into a power outlet. Be sure to use the power adapter included in your box.
2. Check to ensure that your power outlet is on. Try another outlet if you’re not sure.
3. Retry your connection.

Your light is blinking amber

What this means

Your SmartLink device is waiting for an Ethernet connection.

Action required

1. Ensure that your wired Ethernet cable is securely plugged in to your SmartLink device and your network port.
2. Check that the lights on your SmartLink device near the Ethernet cable are lit.
3. Verify your network port has an active internet connection.

Your light is solid green

What this means

Your SmartLink device is updating.

Action required

No action is required. Wait until your light starts blinking green.

1. The solid green light appears when your SmartLink device first connects to the internet to update your software. Updates can take up to 15 minutes to finish. After your update process finishes, your Network Connectivity light starts blinking green.
2. Your SmartLink device is connected to the internet correctly.

Your lights are solid red

What this means

The voltage is not correct.

Action required

1. Ensure that you are using the power adapter shipped with your SmartLink device.
2. Move your SmartLink device to a different power outlet, preferably one in a different room or on a different wall.
3. Retry your connection.
4. If your lights are still solid red, then you may need to replace your SmartLink device. Please contact us for further assistance.

Your light is blinking green and your light is solid green and you see the No dial tone message

What this means

Your meter does not detect your SmartLink, and then tries to connect your franking machine to the Pitney Bowes Data Centre using a phone connection.

Action required

1. Power down the franking machine by turning off the power switch or unplugging the power cord.
2. Unplug the power cord from the SmartLink device.
3. Unplug the USB cable in the back of the machine.
4. Power the franking machine back up.
5. Plug the USB and the power cord of the SmartLink device back in once the franking machine returns to the Home screen.
6. Retry your connection.

For each of the following solutions, please consult with your IT department if you are not a technical person.

Your light is blinking Off, then Red, then Amber

What this means

Your SmartLink device cannot retrieve an IP address from your network.

Action required

• Be sure to check first with your IT department to resolve network issues.
• Check the DHCP settings on your router to make sure it is enabled and has enough IP addresses for all your devices, including your SmartLink device.
• Check that MAC Address Filtering is either not enabled or that it allows your SmartLink device access to your network.

Your light is blinking Off, then Amber, then Off, then Red

What this means

Your SmartLink device cannot connect through your network.

Action required

1. Be sure to check first with your IT department to resolve network issues.

Possible issues include:

• Your SmartLink device cannot connect through your network.
• The port that SmartLink uses to connect to the internet is blocked by your network firewall. Your SmartLink device connects with port 31314, 993, or 443 using TCP. Verify that your network allows traffic through these ports.
• The URL that the SmartLink uses to connect to the internet is blocked by your network firewall. Your SmartLink device connects to the address agent.sl.pb.com.
• Proxy address or port incorrect: Your SmartLink device cannot connect through your proxy.
• Validate that your proxy settings are correct and the proxy is available.
• Proxy Access credentials rejected: Your SmartLink device cannot connect to your proxy.
• Verify that you entered correct proxy credentials. Proxy Usernames and Passwords may be case sensitive, depending on your configuration.

If this does not resolve your issue, try Solution 3.

Solution 3: Change your connection option

1. If you have a wired connection, try changing to a WiFi connection instead.

If this does not resolve your issue, please contact us for further assistance.

Solution 4: Check your USB Connectivity light

1. Confirm that your Network Connectivity light is blinking green.
2. Check your USB Connectivity light on your SmartLink device. If it is not solid green, then select the option below that best matches the lights on your SmartLink device:
   • Your lights are off
   • Your light is solid amber

Your lights are off

What this means

Your SmartLink device does not see a connected Pitney Bowes franking machine.

Action required

1. Verify that your franking machine’s power is turned on.
2. Verify that your USB cable is plugged securely into your franking machine and your SmartLink device.
3. Reseat your USB cable connections:
   1. Disconnect the USB cable from your SmartLink.
   2. Disconnect the USB cable from your franking machine.
   3. Reconnect the USB cable to your SmartLink device.
   4. Reconnect the USB cable to your franking machine.
4. Check your light; if it is not solid green then please contact us for further assistance.

Your light is solid amber

What this means

Your SmartLink device is connected to your franking machine, but it may not be communicating with your franking machine.

Action required

1. If you see a warning or error message on your meter screen, clear that message by restarting your franking machine.
2. Reseat your USB cable connections:
   1. Disconnect the USB cable from your SmartLink.
   2. Disconnect the USB cable from your franking machine.
   3. Reconnect the USB cable to your SmartLink device.
   4. Reconnect the USB cable to your franking machine.
3. Check your light; if it is not solid green, then contact us for further assistance.

If you are unable to connect to the internet, ask your IT department or internet provider to check the internet settings before you contact Pitney Bowes.

Related topics

• Troubleshooting SmartLink WiFi connection issues
• Setting up a wired network connection with a SmartLink device
• Setting up a wireless (WiFi) connection with a SmartLink device