If your postage meter will not connect, it may not be able to add postage, update postal rates, complete online services, or send and receive meter information.
Most connection issues are related to the network, internet service, cables, firewall settings, or temporary communication problems.
Use the steps below before requesting service.
What Connection Is Used For
Your postage meter may need a connection to:
- Add postage funds
- Update USPS postage rates
- Complete online services
- Send meter information
- Download system updates
- Communicate with Quadient services
If the meter cannot connect, these functions may fail until communication is restored.
Step 1: Check the Connection Cable
Start by checking the cable connected to the postage meter.
If your meter uses a network connection, make sure the Ethernet cable is securely connected to the meter and to the wall jack, router, or network switch.
If your meter uses another approved communication method, make sure that connection is also secure.
Look for:
- Loose cables
- Damaged cables
- Cables plugged into the wrong port
- Network jacks that are no longer active
- Recently moved equipment
If the meter was recently relocated, the new connection may not be active or configured correctly.
Step 2: Confirm Your Internet Is Working
If your postage meter connects through your network, confirm that the internet is working at your location.
Check whether other devices in the office can access the internet. If your internet is down, the meter will not be able to connect.
If only the postage meter is affected, the issue may be with the meter connection, network port, firewall, or meter settings.
Step 3: Restart the Meter
A restart may clear a temporary communication issue.
To restart the postage meter:
- Make sure no mail is being processed.
- Power the meter off using the normal power button or shutdown process.
- Wait at least 30 seconds.
- Turn the meter back on.
- Allow the meter to fully restart.
- Try the connection again.
Do not unplug the meter while it is actively processing a transaction or downloading updates.
Step 4: Run an Online Services or Generic Call
On many meters, a generic call connects the meter to online services and allows it to send and receive available updates.
The exact menu wording may vary by model, but the general process is:
- From the home screen, open the Menu.
- Select Online Services.
- Choose Generic Call or a similar connection option.
- Confirm the request.
- Wait for the meter to connect.
- Follow any prompts on the screen.
- Return to the home screen when the call is complete.
If the generic call fails, write down or take a photo of any error message shown on the screen.
Step 5: Check for Recent Network Changes
Postage meter connection issues often happen after something changes on the network.
Ask your IT team whether there were recent changes such as:
- New internet service
- Router replacement
- Firewall update
- Network switch change
- New security rules
- VLAN or port changes
- Office move
- Network jack changes
- IP address changes
- Internet outage
If your IT provider recently made network changes, the meter may need updated settings or approval through the firewall.
Step 6: Check Firewall or Security Settings
Some networks block devices from communicating with outside services unless they are approved.
Your IT team may need to confirm that the postage meter is allowed to communicate through the network. This is especially common in offices with strict firewall rules, managed networks, schools, healthcare facilities, government offices, or financial organizations.
If MCC support provides network requirements, share them with your IT provider.
Step 7: Check the Date and Time
If the meter’s date or time is incorrect, some online connections may fail.
Review the meter display and confirm the date, time, and time zone appear correct. If they are wrong, contact MCC for help before changing settings you are unsure about.
Step 8: Try Again Later If There Is a Temporary Outage
Sometimes the meter may not connect because of a temporary outage with internet service, online services, or system maintenance.
If your connection usually works and nothing has changed, wait a short time and try again.
If the connection continues to fail, contact MCC.
When to Contact MCC
Contact MCC if:
- The meter will not connect after checking cables and internet
- A generic call fails
- You cannot add postage
- You cannot update postal rates
- The meter shows a communication error
- The issue started after a move or network change
- Your IT team needs connection details
- The meter repeatedly loses connection
- You are not sure what communication method the meter uses
What to Include in Your Service Request
When requesting help, include:
- Business name
- Contact name
- Phone number
- Meter model
- Meter serial number
- Equipment location
- Error message shown on the meter
- Whether the issue happens every time or only sometimes
- Whether your internet is working
- Whether the meter was recently moved
- Whether your network, firewall, or internet service recently changed
- What steps you have already tried
The easiest way to request service is by using the MCC Express Passport, if one is available for your mailing system. You can also contact MCC by phone or email.