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New Contributor
not updating
Posts: 2
Registered: ‎01-10-2012

G900 postage machine

I have tried and tried to connect to Pitney Bowes, to update the postage on my machine. It will not connect. I have unplugged everything and pluged back in, still will not connect.

I know it may take a while, as lines are busy, but this doesn't seem to me, to be the problem.

 

Thank you!

 

Maria J Crow

American Implement, Inc-Ulysses

Discussion Host
PB-Lori
Posts: 141
Registered: ‎12-02-2008

Re: GAGA postage machine

Hi Maria,

 

Earlier this week we did have a network issue where customers either couldn't connect to PB or their download got stuck.  Our network is working fine now.  If you're still having an issue connecting, please send me an email with your product code and serial so that I can look into your issue.

 

Thank you,

BP Lori

Moderator
ShannonS
Posts: 421
Registered: ‎08-05-2009

Re: G900 postage machine

Welcome to the Community, not updating! We hope that Lori has been helpful to you! We'd love to see you stop over to our Welcome Thread and Introduce Yourself

 

Should you have additional questions or concerns, please do not hesitate to ask!

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New Contributor
not updating
Posts: 2
Registered: ‎01-10-2012

Re: GAGA postage machine

I was on here last week, because I can not get my G900 to update. I have tried everything I have been told and I still have not got it to update. Now it is saying that no modem detected.

 

Discussion Host
PB-Lori
Posts: 141
Registered: ‎12-02-2008

Re: GAGA postage machine

The "No Modem Detected" message indicates that the modem needs to be reset or the modem string is corrupted.  Try the following instructions to correct the problem:

  

Note:  Some machines have exhibited the behavior of dialing and connecting on the 1st attempt after a reboot has been completed, but will return to "No Modem Detected" on subsequent attempts.  For this reason, it is very important to test  the repair by testing the connection a 2nd time after completing step #1.
 

StepAction
 1

Unplug the machine for 30 seconds to reset.  After reboot is complete, set the modem string back to the default values (factory setting):
 

StepAction
 1Press Menu
 2Press Page Down button
 3Select Data Center Options
 4Select Phone Settings
 5Press Page Down button
 6Select Modem String, then select Continue at next screen
 7Select Restore Defaults, then select Accept
 8Return back to Home screen and try connecting.

 

 2If it dials and connects OK, try connecting a 2nd time (Get PbP Balance) to ensure that the modem has reset.  If it connects OK a 2nd time, it is a success.
 3

If  "No Modem Detected" returns, edit the modem string to slow it down (below).  After editing the string, try connecting again and repeat step#2 above.

 

If you continue to have problems, you might want to try chatting with a Support Agent.  You can find the Chat option right from the Rates and Updates Assistance home page.

 


 

New Contributor
Ben1985
Posts: 3
Registered: ‎01-24-2012

Re: GAGA postage machine

Hi Lori,

We have a G900 SN#3108792 and i been trying to download updates i connect to the data center but it disconnects after about a minute. is there another way to update my machine?

Product Support Specialist
PB-Jeremy
Posts: 1,575
Registered: ‎05-02-2008

Re: GAGA postage machine

Hi Ben1985,

 

There are 3 methods which can be used to make a connection to the data center on the DM300C-DM500C / G900 series machines:

 

  1. Connect analog phone line to the meter
  2. Connect network cable to the meter
  3. Connect meter to a computer via USB cable and use PC Meter Connect program

 

Regarding these 3 methods, here are the directions on how to troubleshoot a failed connection.

 

If you are unable to make a connection, such as adding funds or checking your balance, please follow these directions.

 

If using an analog phone line

 

On the meter, press the Menu button, press the down arrow key once, choose Data Center Options and select Phone Setting, to get to the Phone Settings Menu.

 

  • Dial type should be tone
  • If you need to press a 9 to get an outside line, Dialing Prefix should have a 9
  • PBP Phone number should be 18662978025 or 18005904857.
  • Blind Dialing is best set to off, but sometimes on works

 

Basically, if phone number 18662978025 does not work, you can change it to 18005904857, and try to make a connection.  If you are unable to make a connection with blind dialing off, you can try turning blind dialing on, and attempt to make a connection.

 

If you are still unable to make a connection, then it is best to try a different analog phone line to make the connection (usually a fax machine line will work).  It is also best not to have any interference on the line, such as a splitter, filter, DSL or wireless hub.  It is best to have the phone line going directly from the wall outlet to the meter.

 

If you have the same exact problem when using a different phone line, then the problem may be with the meter.  At this point, it would be best to place a service request.  However, if you are able to make a connection or have a different problem when using a different phone line, this point towards the problem being with your phone line.  At this point, it would be best to check with your IT person or your phone company.

 

 

If using a network line

When experiencing problems with making connections (adding postage, downloading updates) when using Constant Connect (network), you can follow these tips:

 

You must have the Pitney Bowes hardware device “Constant Connection” to allow you to connect over your network.  Constant Connection is a device which connects to the mail machine via a USB port.  On the other end of this device is an RJ45 connector.  You will connect your network cable (typically aka Ethernet) to this RJ45 connector.  Once you have this connected, I would next suggest setting up the meter properly:

 

Dynamic IP Address Setup

  • Power down the meter
  • Verify that Constant Connection hub is firmly connected to the USB port on the meter, and that your network cable is firmly connected to the hub.  Power up the meter.
  • Go into Menu >DataCenterOptions > Network Settings
  • Get IP should be set to Auto
  • Press the down arrow key and verify MAC Addr is populated (if it is not, please let me know this)
  • Press the Home key
  • Attempt to connect

 

Static IP Address Setup

  • Power down the meter
  • Verify that Constant Connection hub is firmly connected to the USB port on the meter, and that your network cable is firmly connected to the hub.  Power up the meter.
  • Go into Menu >DataCenterOptions > Network Settings
  • Select Get IP and Select Specify Address Manually.
  • Set your IP Addr, Subnet Mask and Gateway
  • Press the Home key

 

If you are still unable to make a connection, you can use our testing utility to verify that Pitney Bowes is able to communicate through your network.  Here is a link to the testing utility.  I would try this first, as this usually gives a clear diagnostic of a connection problem.

 

http://www.pb.com/cgi-bin/pb.dll/jsp/ProductCategoryEditorial.do?Failed_Page=%2fjsp%2fProductCategor...

 

If there is a failed test, on this web page under “Troubleshoot a Failed Test” are details of what the cause of the failed test is.

 

Ports and DHCP Server Notes

List of IP addresses and URL's for their IT person to add as an exception in any firewalls/content filters/anti-virus programs that they might have running on their routers or servers on the network. They need to make sure they have all of the URL's and the IP addresses as an exception. 

 

Note: You may or may not need to add the Primary and Secondary DNS

Note:  If you are not using a DHCP server, you must supply an IP Address or MAC Address.

 

 

Port #’s

Software updates/DLA             Ports 20&21 (FTP)

PBP                                         Ports 80 (HTTP)

 

IP Addresses used for constant connection

 

Distservp1.pb.com                   199.231.44.31 - http

Distributor                                152.144.128.244 – ftp

 

Cometservp1.pb.com               199.231.44.36 - http

Postage By Phone                    152.144.128.236 – ftp

 

Pbdlsp1.pb.com                       199.231.44.30 – http

                                                152.144.128.226 – ftp

 

Dlsdlpla.pb.com                       199.231.44.28 – http

DLA - Updates                        152.144.128.44 – ftp

 

Alternately                                199.231.32/20

 

Primary DNS port – 53            165.87.13.129

Secondary DNS                       165.87.201.244

 

Also, if IP address 152.144.128.214 is programmed into your firewall, please change this to 199.231.45.3 (FTP through ports 20 and 21).  If IP address 152.144.128.167 is programmed into your firewall, please change this to 199.231.45.35 (HTTPS on port 443).  We changed from the ‘old’ to ‘new’ IP address on 3/17/2011.

 

Make a connection

Press the Refill Postage button

Choose Get PBP Balance

 

 

 

If connecting the meter to your computer

In order for PC Meter Connect to run properly, your PC must meet these minimum requirements:

 

  • Vista(32-bit only), XP or 2000 Operating System with latest service packs. Not compatible with Mac, Windows 7 or 64-bit Operating Systems.
  • 1.2 GHz processor
  • 512 MB RAM
  • Administrative Rights
  • Internet Connection

 

If a phone line is connected to the meter, please disconnect this phone line.  Also, If you have virus checking/firewall software installed on your PC, such as Norton or McAfee, please check your settings to ensure that FTP downloads are allowed.

 

Next, connect the USB cable from the meter to your PC, making sure to use a Hi-Speed 2.0 USB port.  Now, launch PC meter connect and confirm your PC detects the Meter.  The Icon in your system tray should display “Meter Detected.” 

 

If you are unable to connect, launch PC Meter Connect, click on File and select Internet Settings.  Try alternating between Chunked and Non-Chunked, and HTTP Mode, FTP Active and FTP Passive.  After making a change, click OK, and try to connect.

 

If you are still unable to connect, you can go back into File > Internet Settings, and put a bullet in the circle next to Use Internet Explorer proxy settings and click OK.  Now, try to connect.  If you are still unable to connect, let’s go back into the PC Meter Connect Internet Settings.  Now, put a bullet next to the option Manual proxy settings, and use your own network’s Proxy Address and Authentication Settings (if used).  Click OK once these are set and try to connect.

 

If you are still unable to connect, you will want to make sure that you have ports 21 and 80 open.

 

Also, you can add these IP address as exceptions:

 

Pb.com                        199.231.44.12 (port 80)

 

Distservp1.pb.com       199.231.44.31 (port 80)

                                    152.144.128.244 (port 80)

 

Cometservp1.pb.com   199.231.44.36 (port 80)

                                    152.144.128.236 (port 80)

 

Cometservm1.pb.com  199.231.44.215 (port 80)

                                    152.144.128.230 (port 80)

 

Pbdlsp1.pb.com           199.231.40.30 (port 80)

                                    152.144.128.226 (port 80)

 

Dlsdlp1a.pb.com          152.144.128.44 (port 21)

Dlsdlp1b.pb.com          199.231.44.28 (port 21)

 

 

 

 

 

Thank you,

Jeremy

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Moderator
ShannonS
Posts: 421
Registered: ‎08-05-2009

Re: GAGA postage machine

Welcome, Ben1985! We hope that Jeremy has resolved your issue! We'd love to see you stop over to our Welcome Thread and Introduce Yourself. This is a great place to get to know the folks around here!

 

Should you have additional issues, please do not hesitate to ask!

_________________________________________________________

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New Contributor
Ben1985
Posts: 3
Registered: ‎01-24-2012

Re: GAGA postage machine

hi Jeremy,

Still having connection issues.. Im not much of a IT guy so i could only try some of the sugestion you gave me.

But i still get disconnected to the Data Center. Is there like a part or another way of updating this machine?

New Contributor
Ben1985
Posts: 3
Registered: ‎01-24-2012

Re: GAGA postage machine

Hi ShannonS,

Thanks for your message.. I still have connection issues. Dont know much of setting up the router and i replied to Jeremy

about it so hopefully he can give me another suggestion.

 

Thnxs,

 

Ben