Mailsend Lite Connection Support

Watch this video to learn how to reboot a comms device if it has no internet.

To reboot a comms device if it has no internet, please follow the below instructions:

1. Remove the power cable from the device.

2. Once the lights have gone out, reinsert the power cable.

3. Wait for to green light to appear.

4. Try to reconnect your machine.

This is caused when your franking machine has lost its connection to the internet.

The “No Dial Tone” message is a generic message for all connection methods, even those connected digitally via a Comms device or PC Meter Connect.

This message can be easily resolved by following the instructions below:

1. Check all cables are connected in the back of the machine and into your connection 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. The machine will now initialise.

6. Check The Comms device for A static Green Light on the USB icon and a flashing green light on the Wi-Fi symbol.

7. Try completing your connection again.

This is caused when your franking machine has lost its connection to the internet.

The “No Dial Tone” message is a generic message for all connection methods, even those connected digitally via a Comms device or PC Meter Connect.

This message can be easily resolved by following the instructions below:

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 check the PC meter connect software is installed and open.

5. Look for a meter detected icon on the bottom corner of your PC’s screen.

6. Try completing the connection on the machine.

This error message is caused by the Comms device that is attached to the franking machine. The device has lost its network settings, or the settings have expired. Follow the steps below to try to resolve this error.

1. Turn the franking machine off by removing the power lead from the rear of the franking machine.

2. Unplug the Comms device and wait for 30 seconds.

3. Reconnect the Comms device.

4. Replace the power lead in the rear of the franking 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 franking 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 to the franking machine, otherwise press “No”.

9. The franking machine will check for any available updates. If updates are available, select “Get Update Now”. Updates will download and install automatically.

10. After the updates have been installed, follow the prompts to return to the home screen.

This is usually caused when the servers have a higher volume of traffic than usual, follow the steps below to try to resolve this error.

1. Remove the power from the franking machine.

2. Wait 30 seconds.

3. Plug the power back into the franking machine.

4. Press “Funds”.

5. Press Review (down) and press “Enter”/”Yes” at the “Check Balance Available” prompt.

6. The franking machine will connect to the data centre and display your available balance.

7. When prompted to add postage, press “Enter”/”Yes” if you wish to add funds to the franking machine, otherwise press “No”.

8.The franking machine will check for any available updates. If updates are available, select “Get Update Now”. Updates will download and install automatically.

9. After the updates have been installed, follow the prompts to return to the home screen.

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 that it is open.

5. If the machine still does not connect. Uninstall the programme from your PC and then reinstall it using the following link: https://www.mailcoms.co.uk/support/downloading-and-installing-pc-meter-connect/

A common issue is that your franking machine cannot update, add postage, or otherwise communicate with the Data Centre.

Symptoms

A working Comms device shows the USB Connectivity light as solid green and the Network Connectivity light as blinking green. However, your Comms device:
– shows different USB Connectivity and Network Connectivity light combinations.
– shows the message No dial tone.
– shows the message Processing for more than 5 minutes when adding postage or performing an update.

Cause

– Your Comms device does not communicate with the Data Centre.
– Your Comms device does not communicate with your franking machine.

Solution 1 – Restart your Comms device and your franking machine

1. Unplug the power cord from your franking machine.

2. Unplug the power cord from your Comms Device device.

3. Unplug your network cable from your Comms device.

4. Unplug your USB cable from your Comms device and your franking machine.

5. Wait one full minute.

6. Plug the USB cable back into your Comms device and your franking machine.

7. Plug your network cable back into your Comms device.

8. Plug your power cord back into your Comms device.

9. Plug your power cord back into your franking machine.

10. Wait one full minute. Verify that your Network Connectivity light is blinking green, and your USB Connectivity light is solid green.

11. Turn your franking machine on and test your connection.

If this does not resolve your issue, try Solution 2.

Solution 2 – Check your Network Connectivity light

Look at the Network Connectivity light on your Comms device. If your Network Connectivity light is not blinking green, then select the option below that best describes this light on your Comms device:

– Your lights are off.
– Your Network Connectivity light is blinking amber.
– Your Network Connectivity light is solid green.
– Your lights are both solid red.
– Your Network Connectivity light is blinking green and your USB Connectivity light is solid green and you see the No dial tone message.

For each of the following solutions, please consult with your IT department if you are not a technical person.
– Your Network Connectivity light is blinking Off, then Red, then Amber.
– Your Network Connectivity light is blinking Off, then Amber, then Off, then Red.

Be sure to give your Comms device enough time to connect. It may take 30 seconds to a few minutes on some networks.

 

Your lights are off – What this means

Your Comms device has no power.

Action Required

1. Plug your Comms device into a power outlet. Be sure to use the power adapter included in your box.

2. Check to ensure that your power outlet is on. Try another outlet if you’re not sure.

3. Retry your connection.

 

Your light is blinking amber – What this means

Your Comms device is waiting for an Ethernet connection.

Action Required

1. Ensure that your wired Ethernet cable is securely plugged in to your Comms device and your network port.

2. Check that the lights on your Comms device near the Ethernet cable are lit.

3. Verify your network port has an active internet connection.

 

Your light is solid green – What this means

Your Comms device is updating.

Action Required

No action is required. Wait until your light starts blinking green.
– The solid green light appears when your Comms device first connects to the internet to update your software. Updates can take up to 15 minutes to finish. After your update process finishes, your Network Connectivity light starts blinking green.
– Your Comms device is connected to the internet correctly.

 

Your lights are solid red – What this means

The voltage is not correct.

Action Required

1. Ensure that you are using the power adapter shipped with your Comms device.

2. Move your Comms device to a different power outlet, preferably one in a different room or on a different wall.

3. Retry your connection.

4. If your lights are still solid red, then you may need to replace your Comms device. Contact Mailcoms for further details.

 

Your light is blinking green and your light is solid green and and you see the “No dial tone” message – What this means

Your franking machine does not detect your Comms device, and then tries to connect your franking machine to the Data Centre using a phone connection.

Action Required

1. Power down the franking machine by turning off the power switch or unplugging the power cord.

2. Unplug the power cord from the Comms device.

3. Unplug the USB cable in the back of the machine.

4. Power the franking machine back up.

5. Plug the USB and the power cord of the Comms device back in once the franking machine returns to the Home screen.

6. Retry your connection.

For each of the following solutions, please consult with your IT department if you are not a technical person.

 

Your light is blinking Off, then Red, then Amber What this means Your Comms device cannot retrieve an IP address from your network.
Action Required

– Be sure to check first with your IT department to resolve network issues.
– Check the DHCP settings on your router to make sure it is enabled and has enough IP addresses for all your devices, including your Comms device.
– Check that MAC Address Filtering is either not enabled or that it allows your Comms device access to your network.

 

Your light is blinking Off, then Amber, then Off, then Red What this means Your Comms device cannot connect through your network.
Action Required

– Be sure to check first with your IT department to resolve network issues.

Possible issues include:
– Your Comms device cannot connect through your network.
– The port that Comms uses to connect to the internet is blocked by your network firewall. Your Comms device connects with port 31314, 993, or 443 using TCP. Verify that your network allows traffic through these ports.
– The URL that the Comms uses to connect to the internet is blocked by your network firewall. Your Comms device connects to the address agent.sl.pb.com.
– Proxy address or port incorrect: Your Comms device cannot connect through your proxy.
– Validate that your proxy settings are correct and the proxy is available.
– Proxy Access credentials rejected: Your Comms device cannot connect to your proxy.
– Verify that you entered correct proxy credentials. Proxy Usernames and Passwords may be case sensitive, depending on your configuration.

If this does not resolve your issue, try Solution 3.

Solution 3 – Change your connection option

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

If this does not resolve your issue, try Solution 4.

Solution 4 – Check your USB Connectivity light

1. Confirm that your Network Connectivity light is blinking green.

2. Check your USB Connectivity light on your Comms device. If it is not solid green, then select the option below that best matches the lights on your Comms device:

– Your lights are off.
– Your USB Connectivity light is solid amber.

Your lights are off – What this means

Your Comms device does not see a connected franking machine.

Action Required

1. Verify that your franking machine’s power is turned on.

2. Verify that your USB cable is plugged securely into your franking machine and your Comms device.

3. Reseat your USB cable connections:
– Disconnect the USB cable from your Comms Device.
– Disconnect the USB cable from your franking machine.
– Reconnect the USB cable to your Comms device.
– Reconnect the USB cable to your franking machine.

4. Check your light; if it is not solid green then contact Mailcoms for further assistance.

Your light is solid amber – What this means

Your Comms device is connected to your franking machine, but it may not be communicating with your franking machine.

Action Required

1. If you see a warning or error message on your franking machine screen, clear that message by restarting your franking machine.

2. Reseat your USB cable connections:
– Disconnect the USB cable from your Comms device.
– Disconnect the USB cable from your franking machine.
– Reconnect the USB cable to your Comms device.
– Reconnect the USB cable to your franking machine.

3. Check your light; if it is not solid green then contact Mailcoms for further assistance.

If you are unable to connect to the internet, ask your IT department or internet provider to check the internet settings before you contact Mailcoms.

A common issue is that your franking machine cannot download postage, download software or perform a rate update while connected using PC Meter Connect.

Cause

Either the franking machine cannot communicate with PC Meter Connect, or PC Meter Connect cannot connect to the Data Centre.

Solution 1 – Check your network configuration

1. Make sure that your network is configured to allow the franking machine to communicate with the Data Centre.

If your issue is not resolved, try Solution 2.

Solution 2 – Try restarting your franking machine

1. Unplug your power cord from the back of your franking machine.

2. Unplug your USB cable from the back of your franking machine.

3. Wait 30 seconds.

4. Plug your USB cable back into your franking machine. Make sure that the other end of the USB cable is plugged into your computer.

5. Plug your power cord back into your franking machine. You should see the message Meter Detected.

If your issue is not resolved, try Solution 3.

Solution 3 – Check to ensure that you have the latest version of PC Meter Connect

1. The latest version of PC Meter Connect desktop application is 05.00.0081.

2. Right-click on the PC Meter Connect system tray icon (small icons by the clock).

3. Select About PC Meter Connect.

4. If you do not have the latest version, uninstall and reinstall it:
a. Right-click on the system tray icon and select Exit.
b. Unplug your USB cable from your franking machine and your computer.
c. Unplug your power cord from the back of your franking machine.
d. Select Windows Start > Control Panel > Programs and Features.
e. Select PC Meter Connect and select Uninstall.
f. Download and install the latest version of PC Meter Connect.

5. If PC Meter Connect was reinstalled, restart your franking machine and your computer:
a. Unplug your power cord.
b. Wait one full minute.
c. Plug the power cord directly back into a wall outlet. Check that the wall outlet is working correctly.
d. Restart your computer by closing all open programs and selecting Shut down from the Windows Start menu.
e. Once your computer has completely shut down, turn it back on.
f. Attempt your connection again.

If your issue is not resolved, try Solution 4.

Solution 4 – Check the connection between your franking machine and your computer

1. Unplug your USB cable from the back of your franking machine, then firmly reconnect it.

2. Unplug your USB cable from your computer, then firmly reconnect it.

3. If you are using a USB hub, remove your cable from the USB hub and plug it into a USB port on your computer.

4. Retry your connection.

5. If your connection still fails, try moving your USB cable to a different USB port on your computer. Recommended: Use a USB port on the back of your computer.

If your issue is not resolved, try Solution 5.

Solution 5 – Change the PC Meter Connect Internet options

1. Right-click the PC Meter Connect icon in the system tray (small icons by the clock).

2. Select Internet Settings.

3. Toggle the settings for HTTP Transfer Protocol Method and Protocol. After you make a change, select OK and retest. Try all available combinations. Some options may be disabled depending on the type of franking machine you are using:
HTTP Transfer Protocol Method: Determines whether the data transferred is chunked or non-chunked. Try changing this first, as many firewalls will not allow chunked data by default.
Protocol: Determines which transfer protocol is used for the data transfer. Many firewalls do not allow FTP.

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

If you need further assistance, please contact us.