It is very unusual for a connection error to be caused by a machine fault, usually a connection error is caused by;
- Changes to your phone or internet network
- Connections becoming loose, knocked or removed
- Software issues
The first step in clearing any connection error is a full reboot of the system and checking the connections.
- First remove all power from the franking machine (by turning it off at the plug or removing the power cable from the side of the machine)
- Remove the phone or LAN cable from the machine (including any adaptors)
- If you are using “PC-Meter Link” software, reboot the PC if possible
- Leave the machine completely disconnected for at least 15 seconds
- Reattach the phone or LAN cable and adaptors to the franking machine
- Turn the franking machine back on at the mains power
If you are still having problems connecting this may be due to a change or fault in your phone or computer network, please select your connection type below.
FOR PHONE CONNECTIONS
- The phone line is an analogue phone line (not digital or VOIP)
- The machine is not sharing the phone line with any other equipment that may be interfering with the phone signal
- There have been no changes to the phone system (particularly using prefixes)
- There are no number bars in place
- The phone line is working
- The phone cable is not faulty
Most of this can be checked by plugging an analogue phone into the phone cable the franking machine uses and calling the number the machine uses (0906 3420342 for IJ machine, 0906 5775775 for IS machines) if you hear a “noise” this indicates the line is ok, if not there is a fault and you will need to connect your phone provider or person who is responsible for maintaining your phone systems.
FOR LAN CONNECTIONS
- Check for any changes to your network, particularly;
o Anti-virus, firewall or security settings
o Network / server changes
o Speed upgrades
- Ensure that network Port 443 is open for both inbound and out bound traffic
- Make sure there is an exception on your firewall for access to uk-meterservices.neopost.com
Try another live internet socket / router or cable (standard network cable)