DM60 Connection Support

Pitney Bowes DM60 · Connection Support

Troubleshoot and resolve DM60 connectivity issues: No Dial Tone, Data Upload Failed, Error 1816/1811, SmartLink wired connection problems and PC Meter Connect issues.

How do I reboot the DM60 communication device if it has no internet connection?

  1. Remove the power cable from the communication device.
  2. Wait for all lights to go out.
  3. Reinsert the power cable.
  4. Wait for the green light to appear, then try to reconnect your machine.

How do I fix “No Dial Tone” or “No Modem Detected” on the DM60 (Comms Device connection)?

This message appears when the DM60 has lost its internet connection. Despite the name, it applies to all connection methods including digital Comms Device connections. Follow these steps to resolve it:

  1. Check that all cables are securely connected at the back of the machine and your Comms Device (power, network cable and USB).
  2. Remove power from the Comms Device and from the franking machine.
  3. Wait 30 seconds.
  4. Plug the power back into the Comms Device first, then into the franking machine.
  5. Wait for the machine to initialise.
  6. Check the Comms Device for a solid green USB light and a flashing green Wi-Fi light.
  7. Try completing your connection again.

How do I fix “No Dial Tone” on the DM60 when connecting via PC Meter Connect?

This message indicates the franking machine has lost its connection to the internet via PC Meter Connect:

  1. Remove power from the franking machine.
  2. Wait 30 seconds.
  3. Plug the power back into the franking machine.
  4. Restart your PC and check that the PC Meter Connect software is installed and running.
  5. Look for the Meter Detected icon in the bottom corner of your PC screen.
  6. Try completing the connection on the machine.

How do I fix Error 1816, Error 1811 or “Gateway Address Not Found” on the DM60?

This error is caused by the Comms Device losing its network settings. Follow these steps:

  1. Turn the machine off by removing the power lead from the rear.
  2. Unplug the Comms Device and wait 30 seconds.
  3. Reconnect the Comms Device.
  4. Replace the power lead in the rear of the machine and wait for it to initialise.
  5. Press Funds.
  6. Press Review (down) and press Enter/Yes at the Check Balance Available prompt.
  7. The machine connects to the Data Centre and displays your available balance.
  8. If prompted to add postage, press Enter/Yes to add funds or No to continue.
  9. The machine checks for updates. If updates are available, select Get Update Now — updates download and install automatically.
  10. Follow the prompts to return to the Home screen.

How do I fix “Data Uploading” or “Data Upload Failed” on the Pitney Bowes DM60?

This is usually caused by high server traffic. Follow these steps to resolve it:

  1. Remove power from the franking machine.
  2. Wait 30 seconds.
  3. Plug the power back in.
  4. Press Funds.
  5. Press Review (down) and press Enter/Yes at the Check Balance Available prompt.
  6. The machine connects and displays your available balance.
  7. Press Enter/Yes to add postage or No to continue.
  8. If updates are available, select Get Update Now.
  9. Follow the prompts to return to the Home screen.

How do I troubleshoot common PC Meter Connect problems on the DM60?

  1. Ensure your PC is turned on and logged in.
  2. Unplug the USB cable from the computer.
  3. Try the cable in a different USB port.
  4. Search for the PC Meter Connect programme on your computer and ensure it is open.
  5. If the machine still does not connect, uninstall and reinstall PC Meter Connect. Download it from our PC Meter Connect installation guide.

Symptoms: The machine cannot update, add postage or communicate with the Data Centre. A healthy SmartLink device shows a solid green USB light and a blinking green Network light. If you see a different light combination, No dial tone, or the machine is stuck on Processing for more than 5 minutes, follow the solutions below.

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

Solution 2 — Diagnose by Network Connectivity light

Use the table below to identify your SmartLink issue by the Network light colour:

Lights off
Meaning: No power to the device.
Action: Plug the SmartLink into a working power outlet using the original power adapter. Try a different outlet if unsure.
Light blinking amber
Meaning: Waiting for an Ethernet connection.
Action: Ensure the Ethernet cable is firmly plugged into the SmartLink and network port. Verify the network port has an active internet connection.
Light solid green
Meaning: Device is updating (this is normal).
Action: Wait up to 15 minutes for the update to complete. The light will change to blinking green once done.
Both lights solid red
Meaning: Incorrect voltage.
Action: Ensure you are using the original SmartLink power adapter. Try a different power outlet. If still red, contact Mailcoms — the device may need replacing.
Network blinking green + USB solid green + “No dial tone”
Meaning: The franking machine cannot detect the SmartLink.
Action: Power down the franking machine, unplug the SmartLink power and USB, then power the franking machine back on. Once on the Home screen, reconnect the SmartLink USB and power, then retry.
Network blinking Off → Red → Amber
Meaning: SmartLink cannot retrieve an IP address.
Action: Check with your IT department. Ensure DHCP is enabled on your router with sufficient IP addresses. Check that MAC Address Filtering is not blocking the SmartLink.
Network blinking Off → Amber → Off → Red
Meaning: SmartLink cannot connect through your network.
Action: Check with your IT department. Ensure TCP ports 31314, 993 and 443 are open in your firewall. Verify that the URL agent.sl.pb.com is not blocked. Check proxy address, port and credentials if applicable.

Solution 3 — Change your connection type

If you have a wired connection, try switching to a Wi-Fi connection instead.

Solution 4 — Check your USB Connectivity light

USB lights off
Meaning: SmartLink does not see a connected franking machine.
Action: Check the franking machine is powered on and the USB cable is firmly connected to both the SmartLink and the franking machine. Reseat the USB cable. If the light is still not solid green, contact Mailcoms.
USB light solid amber
Meaning: SmartLink is connected but not communicating with the franking machine.
Action: Clear any warning on the franking machine by restarting it. Reseat the USB cable. If the light remains amber, contact Mailcoms for further assistance.

How do I fix advanced PC Meter Connect connection issues on the Pitney Bowes DM60?

Solution 1 — Check your network configuration

Ensure your network is configured to allow the franking machine to communicate with the Pitney Bowes Data Centre.

Solution 2 — Restart the franking machine

  1. Unplug the power cord from the back of the franking machine.
  2. Unplug the USB cable from the back of the franking machine.
  3. Wait 30 seconds.
  4. Plug the USB cable back in. Ensure the other end is connected to your computer.
  5. Plug the power cord back in. You should see Meter Detected.

Solution 3 — Update PC Meter Connect

  1. Right-click the PC Meter Connect icon in the system tray (near the clock).
  2. Select About PC Meter Connect to check your version.
  3. If you do not have the latest version, right-click the icon, select Exit, unplug the USB and power cables, then uninstall PC Meter Connect via Windows Start > Control Panel > Programs and Features.
  4. Download and install the latest version.
  5. Restart both your PC and the franking machine, then retry the connection.

Solution 4 — Check the USB connection between machine and PC

  1. Unplug and firmly reconnect the USB cable at both the machine end and the PC end.
  2. If using a USB hub, bypass it and plug directly into a USB port on the back of the PC.
  3. Try a different USB port on the computer.

Solution 5 — Change PC Meter Connect Internet options

  1. Right-click the PC Meter Connect icon in the system tray.
  2. Select Internet Settings.
  3. Toggle the HTTP Transfer Protocol Method (chunked vs non-chunked) and Protocol settings. Select OK and retest after each change. Many firewalls block chunked data or FTP.

Important: Mac, Linux and other non-Windows operating systems are not currently supported by PC Meter Connect. FIPS mode is not supported on Windows 10.

DM60 Connection – Frequently Asked Questions

How do I fix “No Dial Tone” on the Pitney Bowes DM60?

No Dial Tone is caused by a lost internet connection. For a Comms Device connection: check all cables, power both devices off for 30 seconds, reconnect the Comms Device first then the franking machine. For PC Meter Connect: power cycle the franking machine, restart your PC and ensure PC Meter Connect is running.

What does Error 1816 mean on the DM60?

Error 1816 (also Error 1811 and Gateway Address Not Found) means the Comms Device has lost its network settings. Power off both devices, wait 30 seconds, reconnect the Comms Device, then the machine, and initiate a balance check to trigger a reconnection.

How do I check the SmartLink lights on the DM60?

A healthy SmartLink shows a solid green USB light and a blinking green Network light. Any other combination indicates a problem — see the SmartLink diagnostics section above for a guide to each light pattern.

Where can I download PC Meter Connect for the DM60?

PC Meter Connect can be downloaded from the Mailcoms PC Meter Connect installation guide page on this site.

Still having connection problems with your DM60?

Our technical team are Royal Mail Authorised Inspectors and fully qualified franking machine engineers. Call us on 01543 572 776 – Mon–Fri 8:30 to 17:00.

Contact Technical Support →

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