Mailstart & Mailstart+ Connection Support

How do I reboot the comms device on the Mailstart or Mailstart+?

If your Mailstart or Mailstart+ has no internet connection, rebooting the comms device is the first step to resolve it.

1. Remove the power cable from the comms device.
2. Once all lights have gone out, reinsert the power cable.
3. Wait for the green light to appear.
4. Try to reconnect your Mailstart or Mailstart+.

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What does ‘No Dial Tone’ or ‘No Modem Detected’ mean on the Mailstart?

This message indicates the Mailstart has lost its connection to the internet. “No Dial Tone” is a generic message that appears for all connection methods – including comms device and PC Meter Connect – even when no telephone line is involved. Follow the steps below to resolve it.

Connecting via Comms Device

1. Check all cables are connected securely at the rear of the machine and into your comms device – power, network cable, and USB.
2. Remove the power from the comms device and the franking machine.
3. Wait 30 seconds.
4. Plug the power back into the comms device first, followed by the franking machine.
5. Allow the machine to initialise.
6. Check the comms device for a solid green light on the USB icon and a flashing green light on the Wi-Fi symbol.
7. Try completing your connection again.

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How do I fix ‘No Dial Tone’ when using PC Meter Connect on the Mailstart?

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

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How do I fix Error 1816, Error 1811, or ‘Gateway Address Not Found’ on the Mailstart?

This error is caused by the comms device losing its network settings or those settings expiring.

1. Turn the Mailstart off by removing the power lead from the rear of the machine.
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 will connect to the data centre and display your available balance.
8. When prompted to add postage, press Enter/Yes if you wish to add funds, otherwise press No.
9. The machine will check for available updates. If updates are available, select Get Update Now – updates will download and install automatically.
10. After updates have installed, follow the prompts to return to the home screen.

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What do I do if my Mailstart is stuck on ‘Data Uploading’ or shows ‘Data Upload Failed’?

This is usually caused by higher than normal server traffic. Follow these steps to resolve it.

1. Remove the power from the franking machine.
2. Wait 30 seconds.
3. Plug the power back into the franking machine.
4. Press Funds, then press Review (down) and press Enter/Yes at the “Check Balance Available” prompt.
5. The machine will connect to the data centre and display your available balance.
6. When prompted to add postage, press Enter/Yes or No as required.
7. If updates are available, select Get Update Now.
8. After updates have installed, follow the prompts to return to the home screen.

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How do I fix common PC Meter Connect problems on the Mailstart?

1. Always make sure 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 make sure it is open.
5. If the Mailstart still does not connect, uninstall the programme from your PC and reinstall it using the following link: Downloading and Installing PC Meter Connect.

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How do I diagnose Comms device LED indicator lights on the Mailstart?

A working comms device shows the USB Connectivity light as solid green and the Network Connectivity light as blinking green. Use the guide below to diagnose other light combinations.

Solution 1 – Restart your Comms device and Mailstart

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

Solution 2 – Check your Network Connectivity light

Lights are off

Your comms device has no power.

1. Plug the comms device into a power outlet using the included adapter.
2. Check that the outlet is on – try another if unsure.
3. Retry your connection.

Light is blinking amber

Your comms device is waiting for an Ethernet connection.

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

Light is solid green

Your comms device is updating – no action required. Wait until the light starts blinking green (updates can take up to 15 minutes).

Lights are solid red

The voltage is not correct.

1. Ensure you are using the power adapter shipped with the comms device.
2. Move the comms device to a different power outlet, preferably in a different room.
3. Retry your connection. If lights remain solid red, contact Mailcoms – the comms device may need replacing.

Light is blinking green and USB light is solid green, but showing “No dial tone”

The Mailstart does not detect the comms device and is attempting a phone line connection.

1. Power down the Mailstart.
2. Unplug the power cord and USB cable from the comms device.
3. Power the Mailstart back up.
4. Once back at the home screen, plug the USB and power cord back into the comms device.
5. Retry your connection.

Network / IT issues (consult your IT department for the following):

• Light blinking Off – Red – Amber: The comms device cannot retrieve an IP address. Check DHCP settings on your router and ensure MAC Address Filtering allows the comms device.
• Light blinking Off – Amber – Off – Red: The comms device cannot connect through your network. Check that ports 31314, 993, or 443 (TCP) are not blocked by your firewall. The comms device connects to agent.sl.pb.com. Verify proxy settings if applicable.

Solution 3 – Change your connection method

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

Solution 4 – Check your USB Connectivity light

USB lights are off

The comms device does not detect a connected franking machine.

1. Verify the Mailstart power is on.
2. Check the USB cable is plugged securely into both the Mailstart and the comms device.
3. Reseat the USB cable at both ends. If the light remains off, contact Mailcoms.

USB light is solid amber

The comms device is connected to the Mailstart but may not be communicating with it.

1. Clear any error message on the Mailstart screen by restarting the machine.
2. Reseat the USB cable at both ends. If the light remains amber, contact Mailcoms.

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How do I fix PC Meter Connect connection issues on the Mailstart?

Solution 1 – Check your network configuration

Make sure your network allows the Mailstart to communicate with the data centre.

Solution 2 – Restart your Mailstart

1. Unplug the power cord and USB cable from the rear of the Mailstart.
2. Wait 30 seconds.
3. Plug the USB cable back in, then the power cord. You should see “Meter Detected”.

Solution 3 – Ensure you have the latest version of PC Meter Connect

1. The latest version of PC Meter Connect is 05.00.0081.
2. Right-click the PC Meter Connect icon in the system tray and select About PC Meter Connect.
3. If you do not have the latest version, right-click the icon, select Exit, then uninstall from Windows Start > Control Panel > Programs and Features.
4. Download and install the latest version, then restart both the Mailstart and your computer.

Solution 4 – Check the USB connection

1. Unplug and firmly reconnect the USB cable at both the Mailstart and the computer.
2. If using a USB hub, connect directly to a USB port on the computer instead.
3. Try a different USB port – rear ports on the computer are recommended.

Solution 5 – Change PC Meter Connect internet options

1. Right-click the PC Meter Connect icon in the system tray and select Internet Settings.
2. Toggle the settings for HTTP Transfer Protocol Method and Protocol. Try all combinations – many firewalls block chunked data or FTP by default.

Note: Mac, Linux, and non-Windows operating systems are not currently supported. FIPS mode is not supported on Windows 10.

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Mailstart & Mailstart+ Connection – Frequently Asked Questions