DM400M Error Codes

What do DE error codes mean on the DM400M and how do I fix them?

DE error codes on the DM400M indicate a connection error, usually when the machine tries to connect to the Data Centre. They can be caused by the Data Centre not yet being set up to communicate with your machine, a network problem, or a PC Meter Connect issue.

The full list of DE codes and their meanings:

• DE00 — General task exception error
• DE01 — GFX file validation error after download
• DE02 — GFX file installation error after download
• DE03 — Invalid number of attributes
• DE04 — Invalid attribute name
• DE05 — Invalid XML structure
• DE06 — XML reply error
• DE07 — XML parse error
• DE08 — No memory
• DE09 — NULL argument
• DE0A — Failed to add device
• DE0B — NULL pointer
• DE0C — Invalid pointer
• DE0D — Intertask message error
• DE0E — Invalid message
• DE0F — Invalid URL
• DE10 — No rate manager found
• DE11 — Failed to establish socket
• DE12 — Failed to close socket
• DE13 — Unable to resolve DNS host
• DE14 — Server connection error
• DE15 — Failed to send data
• DE16 — Failed to receive data
• DE17 — Invalid update type
• DE18 — Undefined update type
• DE19 — Failed to open FTP session
• DE1A — Failed to login FTP session
• DE1B — Failed to change directory
• DE1C — Failed to change transfer type (binary)
• DE1D — Failed to close FTP session
• DE1E — FTP session timed out

To resolve a DE error, work through the following:

1. If this is your first postage refill, contact your supplier to make sure your franking machine is linked to your postage account.
2. Check your modem, router and other network connections for a communication problem.
3. Check you have not reached your credit limit and that you have funds available to download.
4. If using PC Meter Connect, make sure you have the most current version and that the USB cable is connected. If you want to try an analogue line instead, disconnect the USB cable before you reboot.
5. Reboot your system. If that fails, fully shut the machine down and reboot after three minutes.

---

How do I resolve printer error codes on the DM400M?

To resolve a printer error code on the DM400M, restart the machine and clean the print head. Printer errors include codes such as 0102, 0104, 0106, 0110, 0112, 0116, 0306, 0308, 0309, 2304, 2305, 2306, 2307, 2308, 2309, 2400, 2401, 2444, 2446, 2447, 2503, 2507, 2518, 24A1–24A5, 030D, 030E, 0324–0329, 032A, 032B, 0802 and 010E.

Step 1 — Restart safely

1. Unplug the power cord.
2. Wait one to three minutes.
3. Plug the power cord back in, directly into a wall outlet.

Step 2 — Clean the print head (if the error returns)

1. Remove the scale.
2. Open the ink door.
3. Select Change Ink Tank.
4. Once the carriage moves to the front position, open the green latch.
5. Remove the ink tank.
6. Pinch the grey levers together and remove the print head.
7. Using a lint-free cloth, remove any excess ink and wipe the print head.
8. Carefully remove any ink on the gold-coloured print head contacts on the meter.
9. Reinstall the print head, making sure the grey levers click into place.
10. Reinstall the ink tank.
11. Close the ink door.
12. Reinstall the scale.

If the issue is unresolved after these steps, contact Technical Support.

---

What do error 7, 0007, 11 or 0011 mean on the DM400M?

Error 7, 0007, 11 or 0011 on the DM400M means the postage account has been locked, which prevents you from adding postage. A hold may be placed due to a problem with the account, non-payment, or to restrict refills to specific users. To release the hold, contact our team on 01543 572 776 or info@mailcoms.co.uk.

---

How do I fix error 2442 or 2443 on the DM400M?

Error 2442 or 2443 on the DM400M usually occurs when the latch that locks the ink cartridge in place is not inserted properly, and the machine may not print. To fix it, reseat the cartridge latch.

1. Remove the scale from the top of the machine.
2. Lift the ink cartridge cover.
3. Select Replace Ink Tank. The ink cartridge moves forward.
4. The green latch locks the grey ink cartridge cover down into a slot in the print head. Check the green latch locks in the correct position.
5. Close the lid — the cartridge moves back into position.
6. When the machine confirms the cartridge is installed, select Continue.
7. Replace the scale, making sure it reseats correctly (on the Home screen, “Man Wt” is replaced by “SCALE” when recognised).
8. If the error does not clear, restart the machine: unplug the power cord, wait one to three minutes, then plug it back into a wall outlet.

---

How do I fix error 104 on the DM400M?

Error 104 on the DM400M means you must add postage in multiples of £50.

1. Press Clear until the Home screen displays.
2. Press the Refill Postage key. The display shows the postage funds available.
3. Select Add Another Amount.
4. Select an amount that is a multiple of £50, then select Continue.
5. Press Enter to confirm the amount.
6. The machine connects to Pitney Bowes and displays Connecting, Processing and Adding Postage.
7. When prompted to print a receipt, select Yes or No.
8. The machine checks for any pending downloads (such as new rates or software updates). Follow any prompts to install them.
9. When complete, the machine returns to the Home screen.

---

How do I fix a “Missing Graphic” message on the DM400M?

A “Missing Graphic” message on the DM400M means the machine is missing one or more graphic files. To fix it, connect to the Data Centre and let the machine download the missing graphics.

1. Ensure the machine is connected (network, PC Meter Connect, or analogue line).
2. Remove the power lead and wait ten seconds until the display shuts down.
3. Replace the power lead.
4. Once the machine initialises, press Refill Postage.
5. Select Check PbP Balance. The machine dials and connects.
6. When the PbP balance screen appears, select No to skip adding funds.
7. The machine checks for and installs the missing graphics.
8. When the update finishes, follow the prompts back to the main screen. The error should be resolved.

---

How do I fix missing rates errors (110c, 1103, 11DA, 1109) on the DM400M?

Error codes 110c, 1103, 11DA or 1109 on the DM400M indicate the machine is missing rates. To fix them, connect to the Data Centre and download the new rates.

1. Ensure the machine is connected (network, PC Meter Connect, or analogue line).
2. Remove the power lead and wait ten seconds until the display shuts down.
3. Replace the power lead.
4. Once the machine initialises, press Refill Postage.
5. Select Check PbP Balance. The machine dials and connects.
6. When the PbP balance screen appears, select No to skip adding funds.
7. The machine checks for and installs the new rates.
8. When the update finishes, follow the prompts back to the main screen. The error should be resolved.

---

How do I fix an “Account Discrepancy” message on the DM400M?

The “Account Discrepancy — xxxx had been spent without being recorded to the external memory” message on the DM400M appears when you have franked mail without selecting an account. To continue, allocate the outstanding funds to an account using a manual transaction.

1. Select Make a Manual Transaction.
2. Choose the appropriate option for your needs: Account (run the transaction against an account), Class (set the postage class), Postage (set the actual postage amount), Chrg Amt (set the total charged amount including surcharges), Piece Ct (number of pieces) or Weight (total weight).
3. When finished, select Done to save. The system returns to the Home screen.

---

How do I fix “Insert Memory Stick” or “External Memory Not Responding” on the DM400M?

These messages on the DM400M relate to the USB memory stick at the rear of the machine, or to InView accounting being turned on when you are not using it.

Solution 1 — Check the USB memory stick

• Make sure the USB memory stick is plugged in correctly.
• If it is missing or obviously damaged, contact your supplier.

Solution 2 — You use InView accounting

1. Remove the power cord and wait ten seconds until the display shuts down.
2. Check the USB memory stick at the rear is plugged in correctly.
3. Plug the power cord back in.
4. Wait for the machine to initialise and check whether the error has cleared. If not, contact your supplier.

Solution 3 — You do not use InView accounting

1. Press Options.
2. Select Accts.
3. Enter the supervisor password if prompted and select OK.
4. Select Account Type: INVIEW/Budget Manager.
5. When prompted, select Turn Accounting Off.
6. Press Home to return to the Home screen with no account displayed.

---

How do I fix errors 2544, E2544, 2540, “meter disabled” or 011b on the DM400M?

These errors on the DM400M indicate an internal error and the machine cannot print. Pressing Clear/Back may clear the message. If it does not, reboot the machine: unplug the power cord, wait one to three minutes, then plug it back into a wall outlet. If you need further help, contact Technical Support.

---

How do I fix Windows error 2809 when installing PC Meter Connect?

Windows error 2809 when installing PC Meter Connect occurs when the drivers are not installed properly, usually due to anti-virus, the Windows firewall, or other network security. Consult your IT team to complete the PC Meter Connect installation.

---

How do I fix print head errors that start with 23 (e.g. 2307, 2308, 2309) on the DM400M?

System fault messages that start with 23 on the DM400M, such as 2307, 2308 or 2309, indicate a print head error. To fix them, power-cycle the machine.

1. Turn the machine off by removing the power lead from the rear.
2. Wait 30 seconds.
3. Replace the power lead and wait for the machine to initialise.

If the machine displays “System fault 2303 or 2309” and will not feed mail, follow the same power-cycle steps above. If you need further help, contact your supplier.

---

How do I fix software faults 46, 107, 2003, 24A1–24A5 or “FLASH NEEDS INIT” on the DM400M?

Error 46, Invalid software error 107, System Fault 2003, the “FLASH NEEDS INIT” message, and errors 24A1 to 24A5 on the DM400M are all software faults. To fix any of them, power-cycle the machine.

1. Turn the machine off by removing the power lead from the rear.
2. Wait 30 seconds.
3. Replace the power lead and wait for the machine to initialise.

If you need further help, contact your supplier.

---

How do I fix error 0810 or 081B on the DM400M?

Error 0810 or 081B on the DM400M indicates an internal error and is always accompanied by another error. Press C or Clear to clear it; if it does not clear right away, restart the machine. Then look up the other error message that appears. If you need further help, contact your supplier.

---

How do I fix “Power Cycle – System Fault” on the DM400M?

The “Power Cycle – System Fault” message on the DM400M means the machine cannot connect to the Data Centre server. To fix it, power-cycle the machine with the connection cable removed.

1. Ensure the machine is off and remove both the power cable and the connection cable.
2. Plug the power cable back in and reboot. Wait until it has loaded without a connection.
3. Turn the machine off again and remove the power cable until the machine is fully off.
4. Plug both the connection and power cables back in.
5. Turn the machine on.

---

How do I fix “Connection Required” or “Data Upload Required” on the DM400M?

The “Connection Due”, “Connection Required” or “Data Upload Required” message on the DM400M appears in the first five days of every month, prompting you to connect to the Data Centre for a Data Capture Audit. You must connect before the machine will let you continue processing mail.

You can make the connection by either:

• Following the prompts on screen (press Enter at the prompt) and making a successful connection; or
• Performing a balance enquiry (press Funds or Add Postage, then select Check Balance).

If the machine cannot connect, check you have an active connection, reboot the machine and any communication devices, and reattempt a few times at different times of day.

---

How do I fix a “Low Sector” message on the DM400M?

A “Low Sector” message on the DM400M means internal components have failed to communicate, and the Home screen will not appear. To fix it, restart the machine: unplug the power cord, wait one to three minutes, then plug it back into a wall outlet.

---

How do I fix an “Invalid Preset” message on the DM400M?

The “Invalid Preset Settings” message on the DM400M appears when the machine cannot load the Normal Preset (its default Carrier, Class and Ad). It can relate to a scale issue, or follow a Royal Mail rate change where a class has been removed.

Step 1 — Re-seat the scale

1. Select Quit Presets to return to the Home screen.
2. Remove the scale from the top of the machine.
3. Replace the scale, ensuring it is fitted properly and level.
4. Press the Normal Preset key.

Step 2 — Check the serial port setting (if the error returns)

1. Select Load Partial Preset.
2. Press Menu.
3. Select Setup.
4. Press Page Down.
5. Select Serial Port.
6. Select Attached Scale.
7. Press Custom Preset and select the desired preset, or press Normal Preset.

If the issue is not resolved, an element of your Normal Preset (most commonly the Class, Ad or Text Message) may no longer be available. Select a new Class and re-save the Normal Preset.

---

How do I fix a “Mail piece too long” message on the DM400M?

The “Mail piece too long” message on the DM400M indicates a sensor fault. To fix it, clean the mail path with compressed air and power-cycle the machine.

1. Turn the machine off by removing the power lead from the rear.
2. Use a compressed air duster to spray along the mail path, clearing dust and debris.
3. Wait 30 seconds.
4. Replace the power lead.
5. Wait for the machine to initialise.

---

How do I fix a “No Dial Tone” message on the DM400M?

The “No Dial Tone” message on the DM400M means the machine lost its connection to the Data Centre. It is a generic message for all connection methods, including digital ones such as a Smartlink device, Communication Device or PC Meter Connect.

Solution 1 — Check physical connections

• Check all wires and cables are securely connected at both ends.
• If digitally connected, check your internet (wired or wireless) is connected and operational.
• Check whether other devices have also lost internet. If so, re-establish your connection or contact your internet provider.
• Ensure you do not have a phone line connected to the machine.
• If connected via telephone line, check the line is working — plug a spare handset into the analogue line to listen for a dial tone. If there is none, contact your phone provider.

Solution 2 — Reboot the machine

1. Remove the power cable from the back of the machine.
2. Wait 10 seconds.
3. Plug the power lead back in.

If rebooting does not resolve the issue, contact Technical Support.

---

How do I fix a “Cover Open?” message on the DM400M?

A “Cover Open” message on the DM400M means either a cover is open or a switch/sensor is malfunctioning. Start by checking all covers are correctly closed and no debris is blocking them.

1. Power down the machine via the screen options or by removing the power cable. Make sure the machine is not connecting or updating before removing the cable.
2. Open and close all covers, ensuring nothing stops them closing correctly.
3. Replace the power cable (if required) and turn the machine on.

---

How do I fix “System Fault 1EFC” on the DM400M?

System Fault 1EFC on the DM400M appears when InView accounting is turned on but the machine cannot detect the required USB memory stick.

Solution 1 — You use InView accounting

1. Remove the power lead from the rear of the machine.
2. Insert the USB memory stick supplied with the machine into one of the rear slots.
3. If it is already inserted, unplug it and try the other USB port.
4. Replace the power lead — the issue should be resolved.

Solution 2 — You do not use InView accounting

1. Press Options.
2. Select Turn Item On/Off.
3. If the supervisor password is enabled, enter it and select OK.
4. Select Accounting.
5. When prompted, select Turn Accounting OFF.
6. Press Home to return to the Home screen with no account displayed.

---

How do I fix a “Clear Print Transport” message on the DM400M?

A “Clear Print Transport” message on the DM400M means a mail piece, label or debris is caught in the printer area. To fix it, clear the print transport.

1. Unplug the power cord from the back of the machine.
2. Wait one to three minutes.
3. Turn the jam release lever on the front of the machine a quarter-turn clockwise to the released (vertical) position.
4. Remove any visible paper fragments from the feed deck — occasionally a tape strip catches in the rollers.
5. Using non-flammable canned air, and working from the left side of the machine to the exit, blow onto the feed deck. Spend enough time here to remove dust and debris.
6. Lift the feed deck back into position and turn the transport release lever a quarter-turn anticlockwise to lock it.
7. Plug the power cord back into a wall outlet.

---

How do I fix an “Urgent – Battery Low” message on the DM400M?

The “Urgent – Battery Low” message on the DM400M means one of the two internal batteries is approaching end of life. The battery protects your postage funds, so do not ignore it. Pressing Clear/Back may clear the message and let you run mail temporarily. If the error remains, reboot the machine: unplug the power cord, wait one to three minutes, then plug it back into a wall outlet. If the message returns after restarting, contact Technical Support.

---

DM400M Error Codes – Frequently Asked Questions