Troubleshooting | Pitney Bowes DM500, DM550 specification

SV60890 Rev. G

10 Troubleshooting

Contents

How to Troubleshoot your DM500™ and DM550™

Digital Mailing System	10-2
Envelope Sealing Problems	10-2
Envelope Feeding Problems	10-3
Tape Feeding Problems	10-6
Printing Problems	10-6
Problems Adding Postage
to Your Meter	10-8
Display Problems	10-8
Weighing Problems	10-9

10-1

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Pitney Bowes DM500, DM550 manual Troubleshooting

Contents

DM500TMand DM550TM Page SV60890 Rev. G FCC Compliance Alerting Messages FCC Compliance of Modem Page DM500 and DM550 Digital Mailing System Operating Guide ContentsPage Pitney Bowes Web Sites Pitney Bowes Contact Information ListOur Help Desk Postage By Phone SystemPage Read This First What’s in This Guide Read This First Other Information Publications On the System DM500 and DM550 Digital Mailing System Operating GuideWeb Resources Our Help Desk Scale User Guide Usps Requirements What You Need to Know Safety Requirements Read This First Requirements Safety OFF Meet the DM500 and DM550 Digital Mailing System Meet the DM500 and DM550 Digital Mailing System Features and BenefitsIntroducing Mailing System Energy Star Rating Postage Meter Ability to Communicate with other Applications Business Manager Accounting and Reports Standard Accounting and Reporting Mailing System Exterior Parts of the Mailing System Mailing System The DM500 and DM550 System ExteriorRight Side View of the DM500 and DM550 System Connectors on the Back of the Mailing System Base Connectors on the Back of the IntelliLink Control Center DM500 and DM550 Digital Mailing System Operating Guide Mailing System Interior DM500 and DM550 Digital Mailing System Operating Guide IntelliLink Control Center Control Center IntelliLink Main Screen Mail In a Minute Mail In a Minute Mail in a MinutePreparing Your Mail Select Key In Postage Running the Mail Printing Postage Tapes Running Mail Running Mail Select ModeNavigating Hints Applying Postage Running Mail Chart a Printing on Mail Determining the Correct Postage ModeThen use this mode Feeding Mail or Printing Tape? Chart C Mail Modes with no Postage Chart B Postage Tape ModeMode Determining the Correct Postage About Running Mail Preparing Your Mail About Printing Postage Tapes While your mailing system processes the mail, the screen Selecting the Postage Mode and Running the Mail Key in Postage Mode Selection Differential Weighing Before using differential weighingTo use differential weighing Select Differential Weighing Select Manual Weight Entry Manual Weight EntryAttached Scale Print Permit Attached Scale AutoTapeSelect Attached Scale AutoTape Seal Only To select a Print Permit Select an Account Selecting or Deselecting an AccountDeselect an Account Selecting a Class, Carrier, or Special Service Selecting ZIP Codes Zones Select a Country Meter Stamp Options Selecting the Meter Stamp OptionsMeter Stamp Options Date Advertisement Urgent Inscription Multiple Tapes Print Position Overview Postage Calculation for Confirmation Services Using Electronic Confirmation ServicesDiscounts for Confirmation Services Sending Your Records to Pitney Bowes Overview Tracking Information on the Internet Adding Services or Making Changes Using Confirmation Services Before Printing Postage Adding Confirmation Services After Printing Postage Editing, Deleting or Sending Confirmation Services Records To add more postage Adding Postage or Changing the Date To change the date Clearing the Batch Count Mailing System Setup Navigating Hints Mailing System SetupSelect Option DM500 and DM550Digital Mailing System Operating Guide Overview Mailing System Setup Select Change Language Setting the Date and Time of Day To create a supervisor password Setting Up a Supervisor PasswordTo password protect an operation Change Lock Code Setting Up a Lock Code Scale/Rates Setup Setting Up the Scale and Selecting RatesScale/Rates AutoScale Diff Weigh Trip WeightClass if New Piece Select Class if new Piece Destination if New Class Destination if New PieceZIP/Zone Prompt Add ZIPs to Zone BMC Intra ZIPDiscount Code Phone/Network Set Up Setting Up Postage By Phone Meter Payment SystemConfirm Svc Barcode Prompt PBP Account # Phone/Network Set UpDialing Prefix PB Phone # My Phone # Secondary PB #Dialing Type Select My Phone # Modem String Modem Type Network Settings Configuring Low Ink Warning Configuring High/Low Funds Warnings Timeouts Configuring System TimeoutsTimeouts Display Sleep Timeout Preset TimerNormal Feeding Waiting for TimerEnv Transaction How to Define Normal Preset Values Defining PresetsPress the Custom Presets key Press the screen key for Store Current Setting to Preset How to Store Advance Date in a Custom Preset How to Define Custom Preset ValuesSelect Store Current Setting to Preset Defining PresetsExample How to View, Rename, or Delete Presets How to Edit Custom Preset Values Taking the Meter Out of Service Adding an Optional Printer Configuring the Optional Barcode Scanner If your accounting Barcode Select System is Contains Setting Default Scan Type Adding Barcode Prefixes Combining Barcodes Setting Auto-Enter Adding Postage Postage By Phone Adding PostageYour Postage Meter Usps Rekey Requirements If you need assistance with Postage By Phone System Managing Your Postage Funds Connecting Your Postage Meter Local Analog Phone Line Connecting Your Postage Meter to an Analog Phone LineWhich connector do I use? Connecting Your Mailing System Remote Analog Phone Line Connecting Your Postage Meter to an Analog Phone Line Adding Postage DM500 and DM550 Digital Mailing System Operating Guide Select Quick Refill, or Other Refill Amount Adding Postage Contents Navigating Hints Standard Accounting Setup Set Up Accounts Accounting SetupSelect Account Overview of Accounting Before Using Setup Procedures Using Account Setup Procedures Accounts or ViewingSubaccounts Creating Accounting Messages Select Edit Account Editing Accounts Turning Standard Accounting On or Off Setting an Account PeriodSelect Accounting Period Deleting Accounts and Subaccounts Turning Account Password Protection On or OffEngineering Software Industrial Design Resetting Clearing all Accounts Turning Reset Individual Accounts On or Off Funds Transferring Setting the Station ID Selecting an Accounting Type Your Accounting System Features Account Structure Hierarchy Subsubaccount User Friendly TestingExample Account Engineering Subsubaccount Graphics and Layout Engineering Hierarchal Reporting Structure Single Account Report Reports How to Print a Report How To View a ReportReports Introduction Single Account Report ReportsScreen Display Printed Report Screen Display Multi-Account SummaryPrinted Report Internal printer version Account Summary External Printer Version Last 5 Refills Report Last 5 Refills Report Confirmation Services Report Confirmation Services Report System PrinterPrinted Report System Printer Printed Report Attached Printer Account List Report Permit Mail ReportExternal Printer Required Permit Mail Report Funds Report Funds Report System Setup Report Error Report Error Report Job Report Job Report Data Capture Report Installed/Pending RatesLast Rates Downloaded View Download LogPage Maintaining and Updating Maintaining and Updating Cleaning the ExteriorItems to Keep On Hand DM500and DM550 Digital Mailing System Operating Guide Tape MaintenanceTape is still on roll Tape has run out Tape still on Roll Seal Sealing Solution Maintenance Cleaning or Replacing the Moistener Brush Moistener Maintenance Stripper Finger Cleaning or Replacing the Wick DM500and DM550 Digital Mailing System Operating Guide 14 18 mm 0.55 0.71 DM500and DM550 Digital Mailing System Operating Guide Stripper Finger Flap Select Maintenance Select Print Test Pattern Printer MaintenancePrinting a Test Pattern Select Maintenance Cleaning the Printer Nozzle Replacing the Ink Cartridge Ink Cartridge Lid Replacing the Ink Cartridge Changing the Printhead Grasp the printhead cover and pull up as shown here Locate the stand-off on top of the printhead shown here Printhead Changing Select Maintenance Select Replace Wiper Blade Assembly Changing Wiper Blade Assembly Turn on New Features Performing Updates or Adding FeaturesPerform Software Updates Select Updates and Add-Ons Phone Download Feature Code Troubleshooting How to Troubleshoot your DM Series Digital Mailing System Troubleshooting SV60890 Rev. G 10-3 Figure below To clear a jam in the feed deck To clear a jam in the transport deck Printing Problems Tape Feeding Problems Description Possible Causes SolutionPress Tape to feed tape screen key As described in Cleaning the Printer Nozzle Printing Problems Description Possible Causes Solution Refer to the Pitney Bowes Contact Informa Display Problems Zero Scale Weighing Problems Description Possible Causes Solution To test the scale Supplies and Options Ordering Supplies Supplies and OptionsConsumables You Can Order Ordering a Pitney Bowes Supply Catalog Moistener Kit Wiper Blade Printhead Kits Confirmation Services Advertisements and Inscriptions Accessories You Can Order Ordering Permits for Your Mailing System Usps SuppliesPage Glossary Glossary DM500 and DM550 Digital Mailing System Operating Guide Glossary DM500 and DM550 Digital Mailing System Operating Guide Glossary Usps Page Appendix B Operator Training Checklist Learning About Your System Operator Training ChecklistLearning About Refer to Chapter and Section Done Basic Operations How to do the following Refer to Chapter and Section Done Advanced Operations Password If You Need To Change Your System Setup Configuring System What You Need to Maintain Your System If You Have Problems with Your System Specifications Specifications Specifications Accounting DM500 DGF1 1, DEP0 DM550 DHF1 1, DEP0 Features Capacities DM500 DGF1 1, DEP0 DM550 DHF1 1, DEP0 Features Mailing Materials Minimum Envelope DimensionsMaximum Page Index Index DM500 and DM550 Digital Mailing System Operating Guide Index DM500 and DM550 Digital Mailing System Operating Guide Index