Manuals / Pitney Bowes / Computer Equipment / Postal Equipment

Pitney Bowes DM800, DM900 manual Troubleshooting

Models: DM900 DM800

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Page 147

10 • Troubleshooting

How to Troubleshoot your Mailing System	......................................... 10-2
Width Sensor Warnings	10-2
Hopper Sensitivity Adjustments	10-2
Ink Waste Tray Full Warning	10-3
Envelope Sealing Problems	10-4
Envelope Feeding Problems	10-6
Tape Feeding Problems	10-8
IntelliLink® Control Center Problems	10-12
Weigh-On-The-Way® Problems	10-13
Printing Problems	10-14
Postage Refill Problems	10-16
Getting Help	10-17

SV60861 Rev. F

Page 147

Image 147

Pitney Bowes DM800, DM900 manual Troubleshooting

Contents

US English Version DM800, DM900DM Series Digital Mailing System Operator GuidePage SV60861 Rev. F 2009 Pitney Bowes Inc FCC Compliance Alerting MessagesFCC Compliance of Modem Page Table of Contents Page Postage By Phone System Pitney Bowes Supplies Pitney Bowes Contact Information ListPB Web Sites Our Help DeskPage 1 Read This First 1 Read This First What’s in this Guide Other InformationDM800, DM900 Digital Mailing System Operating Guide Safety RequirementsWhat You Need to Know USPS Requirements1 Read This First Never connect telephone wiring during a lightning stormDM800, DM900 Digital Mailing System Operating Guide U7P0 Power StackerON OFF Important Information About Powering OffYour DM Series Digital Mailing System If your stacker has an AC adapter to power the stackerParts of the Mailing System 2 Meet the DM800, DM900 Digital Mailing SystemFeatures and Benefits Introducing the DM Series Mailing SystemEasy-to-Use IntelliLink Control Center Introducing the DM Series Mailing System Features and Benefits2 Meet the DM800, DM900 Digital Mailing System Postage Security DeviceDM800, DM900 Digital Mailing System Operating Guide Variety of Communications OptionsAbility to Use Other Pitney Bowes Equipment U7P0 Power Stackerupdated to support this rating structure Accounting and Reporting Advertisements and InscriptionsShape Based Rating Optional Permits weight and dimensions thickness, length, width of the mailParts of the Mailing System Mailing System ExteriorDM800, DM900 Digital Mailing System Operating Guide USB Ports USB Network Adapter can be plugged in here USB Port for 2 Meet the DM800, DM900 Digital Mailing SystemThe Digital Mailing System Exterior USB Network Adapter and LAN Cable Serial PortDM800, DM900 Digital Mailing System Operating Guide Mailing System InteriorThe IntelliLink Control Center 2 Meet the DM800, DM900 Digital Mailing SystemFunction Keys Start Key - Begins processing mail with the options you have selected DM800, DM900 Digital Mailing System Operating GuideThe Main Screen 2 Meet the DM800, DM900 Digital Mailing SystemUse this to connect directly to an analog phone line Connectors on the Back of the IntelliLink Control CenterAnalog Phone Line Connector on base DM800, DM900 Digital Mailing System Operating GuideSV60861 Rev. F 2 Meet the DM800, DM900 Digital Mailing SystemRunning the Mail 3 Mail in a MinuteMail in a Minute Preparing Your Mail3 Mail in a Minute Mail in a Minute Preparing Your MailRunning the Mail DM800, DM900 Digital Mailing System Operating Guide2. Select Key In Postage Wet Tape Printing Postage Tapes3 Mail in a Minute 2. Select Key In PostageApplying Postage and Running Mail 4 Running MailDetermining the Correct Postage Mode Navigating HintsNavigating Hints Select Mode4 Running Mail Applying Postage and Running Mail Follow the other procedures listed here as neededDM800, DM900 Digital Mailing System Operating Guide 4 Running Mail 1 Determining the Correct Postage ModeFeeding Mail or Printing Tape? Chart A - Printing on MailThen use this mode Chart B - Postage Tape ModeChart C - Mail Modes with NO Postage Chart D - Permit MailAbout Running Mail 2 Preparing Your Mail4 Running Mail DM800, DM900 Digital Mailing System Operating Guide 4 Running Mail Tips on FeedingMail Any mail with the flap on the opposite side For mail where the indiDM800, DM900 Digital Mailing System Operating Guide About Printing Postage Tapes4 Running Mail 3 Selecting the Postage Mode and Running the MailMode Selection Reduced Speed Select Mode2. Select WOW - Weigh on the Way Mode Selection Key in Postage Mode Selection WOW - Weigh On-The-WayDM800, DM900 Digital Mailing System Operating Guide 2. Select Key In PostageTo use differential weighing Mode Selection Weigh First Piece Mode Selection Differential Weighing4 Running Mail 2. Select Weigh First PieceMode Selection Manual Weight Entry 2. Select Manual Weight EntryDM800, DM900 Digital Mailing System Operating Guide 3. Select Attached Scale - AutoTape Mode Selection Attached Scale Mode Selection Attached Scale AutoTapeBefore using this weighing option 4 Running Mail2. Select Seal Only - No Printing Mode Selection Print Permit Mode Selection Seal MenuDM800, DM900 Digital Mailing System Operating Guide To select a Print PermitMode Selection Time and Date Stamping 4 Running Mail2. Select Time and Date Stamping Selecting an Account Manually 4 Selecting or Deselecting an AccountSelecting an Account DM800, DM900 Digital Mailing System Operating GuideDeselecting an Account 4 Running MailSelecting an Account by Speed Code 5 Selecting the Class, Carrier, Special Services or Options Selecting ZIP Codes and ZonesDM800, DM900 Digital Mailing System Operating Guide 4 Running Mail Selecting a Country Selecting a Smart ClassDM800, DM900 Digital Mailing System Operating Guide 6 Selecting the Meter Stamp OptionsMeter Stamp Options Date Meter Stamp Options Advertisement4 Running Mail Meter Stamp Options Inscription Meter Stamp Options Print PositionMeter Stamp Options Multiple Tapes Meter Stamp Options Custom MessagingDM800, DM900 Digital Mailing System Operating Guide OverviewPostage Calculation for Confirmation Services Discounts for Confirmation ServicesUsing Confirmation Services Before Printing Postage Adding Services or Making Changes4 Running Mail DM800, DM900 Digital Mailing System Operating Guide Adding Confirmation Services After Printing Postagea. Press Existing Features b. Press Confirmation Services Editing, Deleting or Sending Confirmation Services RecordsUsing Electronic Return Receipt ERR Installation/Setup2. Select Confirmation Services Confirmation Servicesb. Select Set Up, then Basic Settings Setup Options4 Running Mail Processing Electronic Return Receiptb. Select E-Ret Receipt DM800, DM900 Digital Mailing System Operating Guide Processing Electronic Return Receipt with a Customer Reference Numberb. Select E-Ret Receipt 4 Running Mail b. Select E-Ret Receipt Customer Reference Number ERRDM800, DM900 Digital Mailing System Operating Guide Processing Electronic Return Receipt with a Customer Reference Number4 Running Mail 4. Select Certified 5. Select Offline eRR Off-Line Electronic Return Receipt ERRDM800, DM900 Digital Mailing System Operating Guide 2. Select 1stCl Letter4 Running Mail Adding More Postage9 ClearingBatch the Count Changing the DateDM800, DM900 Digital Mailing System Operating Guide 4 Running Mail 4-36SV60861 Rev. F 5 Mailing System Setup  4. Rate Details  5. Maintenance 5 Mailing System SetupSelect Mode  1. Meter Stamp Options  2. Set Up  3. Zero Scale5 Selecting Autostart 46 Setting up a Supervisor Password Overview of Mailing System Set Up1 Set the Display Language 2 Adjusting the Display Contrast 3 Adjusting the Feed Deck Sensor 4 Setting the Date and Time of Day5 Mailing System Setup 3 Adjusting the Feeder Deck Sensor5 SelectingAutostart 4 Setting the Date and Time of Day2. Select Set Up and then Basic Settings 3. Select AutoStart DM800, DM900 Digital Mailing System Operating GuidePassword Protecting an Operation 6 Setting Up a Supervisor Password7 Setting Up a Lock Code Creating a Supervisor PasswordDM800, DM900 Digital Mailing System Operating Guide 8 Setting Up the Scale and Selecting RatesScale/Rates Scale/Rates Set Up2. Select Carrier/Class Disp Scale/Rates Autoscale Scale/Rates Carrier/Class DisplayScale/Rates Class if New Piece Scale/Rates Destination if New Piece 5 Mailing System SetupScale/Rates Scale/Rates Autoclear Destination ValueScale/Rates Scale/RatesScale/Rates Smart Classes 5 Mailing System SetupCreating a Smart Class with an Auto Inscription DM800, DM900 Digital Mailing System Operating Guide Setting Up a Smart Class with an Auto Inscription 5 Mailing System Setup6. Select View Detail 7. Select Modify Auto Ad/Inscription Scales/Rates Auto Rate Large EnvelopeDM800, DM900 Digital Mailing System Operating Guide Modifying a Smart Class with an Auto Inscription5 Mailing System Setup 9 Setting Up Postage By Phone Meter Payment SystemPhone/Network Set Up PBP Account # Phone/Network Set Up Dialing Prefix Phone/Network Set Up PB Phone #2. Select My Phone # Phone/Network Set Up My Phone # Phone/Network Set Up Modem TypePhone/Network Set Up Use LAN Firewall Settings DM800, DM900 Digital Mailing System Operating GuideNOTE Once you select this option, the system will restart Phone/Network Set Up Network Settings Phone/Network Set Up RemotePC Refill 5 Mailing System Setup2nd Low Ink Warming 11 Configuring Low Ink WarningSetting the High Value Warning for Key In Postage Setting the Low Funds Warning Value2. Select Basic Settings and then Time Timeouts Display Sleep Timeouts Sleep5 Mailing System Setup Timeouts3. Select Normal Preset Timer Timeouts Normal Preset Timer Timeouts Feeding Timeout TimeoutsTransaction Timeout 2. Select Basic Settings and then Timeouts4. Press the screen key for Store Current Setting to Preset 13 DefiningPresetsDefining Normal Preset Values 5 Mailing System Setup4. Select Store Current Setting to Preset Defining Custom Preset ValuesDefining Custom Preset Values 2. Press the Custom Presets keyStore Advance Date in a Custom Preset 5 Mailing System Setup1. Press the Custom Presets key 1. Press the Custom Presets key Editing Custom Preset Values Viewing, Renaming, or Deleting Presets2. Press the Custom Presets key 4. Press the screen key for Store Current Setting to Preset5 Mailing System Setup SpecificationsSample Creating a Custom Message for the First Time 2. Select Set Up, then select Text Entry Set UpDM800, DM900 Digital Mailing System Operating Guide Postal Rules and GuidanceDeleting a Custom Message 5 Mailing System SetupEditing a Custom Message 2. Select Meter Stamp Options, then select Text EntriesDM800, DM900 Digital Mailing System Operating Guide 15 Taking the Meter Out of Service16 Adding an Optional Printer 2. Select Take Meter Out of Service5 Mailing System Setup 17 Configuring the Optional Barcode ScannerDM800, DM900 Digital Mailing System Operating Guide Setting the Default Scan Type5 Mailing System Setup Adding Barcode PrefixesDM800, DM900 Digital Mailing System Operating Guide Combining Barcodes Setting Auto-Enter5 Mailing System Setup 5-32SV60861 Rev. F 6 Adding Postage Postage By Phone Meter Payment SystemChecking Your Postage By Phone Meter Payment System Account Postage By Phone Meter Payment System Your Postage Meter6 Adding Postage Connection Alternatives USPS Rekey RequirementsDM800, DM900 Digital Mailing System Operating Guide 6 Adding Postage Managing Your Postage FundsConnecting Your Mailing System to a Remote Analog Phone Line Which connector do I use?DM800, DM900 Digital Mailing System Operating Guide 4 CheckingYour Postage By Phone Meter Payment System Account Balance 6 Adding PostageDM800, DM900 Digital Mailing System Operating Guide AddingPostage 6 Postage Pass - Automated Postage Refill2. Select Basic Settings Recommended Funds Values Setting the Auto Refill AmountSetting the Low Funds Value Enabling Disabling Automated Postage RefillTransferring Funds 7 Standard AccountingSelect Account Set Up AccountNavigating Hints 7 Standard Accounting6 Deleting Accounts 7 Turning Account Password Protection On or Off Using the Account Setup ProceduresOverview of Accounting 14 Setting an Accounting Period 5 Turning Accounting On or Off2 CreatingAccounts Before Using the Setup Procedures1 ViewingAccounts 7 Standard AccountingCreating a New Subaccount or Subsubaccount Accounting Messages DM800, DM900 Digital Mailing System Operating Guide3. Select Create Account/Sub 7 Standard Accounting 4 Setting an Account PeriodEditing AccountsEngineering Software Engineering Industrial Design DM800, DM900 Digital Mailing System Operating Guide6 DeletingAccounts EXAMPLE9 TurningReset Individual Accounts On or Off 8 ResettingClearing all Accounts7 Standard Accounting Select Transfer Entire Amount, or TransferringFunds DM800, DM900 Digital Mailing System Operating GuideYour Accounting System Features Selecting an Accounting Type7 Standard Accounting DM800, DM900 Digital Mailing System Operating Guide Account Structure and HierarchySoftware Tes ting User Friendly Testing7 Standard Accounting EngineeringSingle Account Report 8 ReportsUSPS Confirmation Services Report System Printer Required System Set Up ReportIntroduction Viewing a Report Printing a Report Report Print Queue8 Reports Printed Report Single Account ReportDM800, DM900 Digital Mailing System Operating Guide Screen DisplayScreen Display Multi-Account Summary ReportInternal Printer Version 8 ReportsPrinted Report External Printer VersionDM800, DM900 Digital Mailing System Operating Guide Screen DisplayPrinted Report Last Five Refills Report8 Reports Screen DisplayPrinted Report System Printer USPS Confirmation Services Report System Printer RequiredDM800, DM900 Digital Mailing System Operating Guide Screen DisplayPrinted Report Account List Report External Printer Required Funds Report8 Reports Screen DisplayDM800, DM900 Digital Mailing System Operating Guide System Set Up ReportScreen Display Error ReportError Report 8 ReportsPrinted Report Job ReportDM800, DM900 Digital Mailing System Operating Guide Screen Display8 Reports Data Capture Report Non-US Use Only Electronic Return Receipt ReportDM800, DM900 Digital Mailing System Operating Guide Installed Pending Rates ReportLast Rates Downloaded Report View Download Log ReportSV60861 Rev. F 8 ReportsThis page intentionally left blank 8-149 Maintaining and Updating E-Z Seal Sealing Solution MaintenancePrinter Maintenance 9 Maintaining and Updating Items to Keep On Hand Cleaning the ExteriorTape Maintenance Installing a New Tape RollDM800, DM900 Digital Mailing System Operating Guide 9 Maintaining and Updating E-Z Seal Sealing Solution MaintenanceCleaning the Moistener Brush Filling the Moistener BottlePrinter Maintenance Replacing the Moistener BrushDM800, DM900 Digital Mailing System Operating Guide 9 Maintaining and Updating Cleaning the Printhead Nozzles Printing a Test Pattern2. Select Maintenance 2. Select MaintenanceDM800, DM900 Digital Mailing System Operating Guide Replacing the Ink Cartridge3. Remove the old ink car- tridge by lifting it straight up 9 Maintaining and UpdatingChanging the Printhead 2. Select Maintenance 3. Select Replace PrintheadDM800, DM900 Digital Mailing System Operating Guide This exposes the print 9 Maintaining and UpdatingChanging the Wiper Blade Assembly 2. Select Maintenance 3. Select Replace Wiper Blade AssemblyDM800, DM900 Digital Mailing System Operating Guide 9 Maintaining and Updating Performing Updates or Adding Features10 Troubleshooting Hopper Sensitivity Adjustments How to Troubleshoot your Mailing System Width Sensor Warnings10 Troubleshooting INK WASTE TRAY FULL WARNING Ink Waste Tray Full WarningPlease contact service  OK DM800, DM900 Digital Mailing System Operating Guidewaste tray will result in ink leakage causing system damage  OK Envelope Sealing Problems10 Troubleshooting CONTACT SERVICE IMMEDIATELY Failure to replace full inkDescription Envelope Sealing ProblemsSolution DM800, DM900 Digital Mailing System Operating GuideReadjust backstop and restack mail Envelope Feeding Problems10 Troubleshooting SolutionDescription Envelope Feeding ProblemsSolution DM800, DM900 Digital Mailing System Operating GuideDescription Tape Feeding Problems10 Troubleshooting SolutionDM800, DM900 Digital Mailing System Operating Guide Tape Feeding ProblemsSolution the Tape Maintenance section in ChapterDescription Tape Feeding Problems10 Troubleshooting SolutionDM800, DM900 Digital Mailing System Operating Guide Tape Feeding ProblemsSolution To adjust brush, moveSelect Phone Setup IntelliLink Control Center Problems10 Troubleshooting SolutionChapter 5, Mailing System Setup for more Weigh-On-The-Way ProblemsIntelliLink Control Center Problems SolutionRefer to the Selecting the Postage Mode sec Printing Problems10 Troubleshooting SolutionDescription Printing ProblemsSolution DM800, DM900 Digital Mailing System Operating Guidenumber, refer to Phone/Network Set Up PB Postage Refill Problems10 Troubleshooting SolutionDM800, DM900 Digital Mailing System Operating Guide Getting Help10 Troubleshooting 10-18SV60861 Rev. F 11 Supplies and Options Consumables You Can Order Printhead Kit and Wiper Blade ReplacementOrdering Supplies Ordering a Pitney Bowes Supply Catalog 11 Supplies and OptionsDM800, DM900 Digital Mailing System Operating Guide USPS Confirmation Services LabelsAccessories You Can Order Advertisements and Inscriptions11 Supplies and Options This page is intentionally left blankSV60861 Rev. F 12-2 12 SpecificationsEquipment Specifications Accounting FeaturesCapacities and Features Equipment SpecificationsDimensions Power and ComplianceOptimum Performance Throughput DM800, DM900 Digital Mailing System Operating GuideMinimum Accounting FeaturesMailing Materials 12 Specifications3.5 in MaximumMinimum DM800, DM900 Digital Mailing System Operating GuideSV60861 Rev. F 12 SpecificationsThis page intentionally left blank 12-6A Glossary GlossarySV60861 Rev. F A Glossary Communications Port DM800, DM900 Digital Mailing System Operating GuideA Glossary The PSD contains the funds and performs all of the calculations necessary DM800, DM900 Digital Mailing System Operating GuideA Glossary Sleep TimerIndex Index 10-8Meter, see Postage meter Index Index Page 2009 Pitney Bowes Inc All Rights Reserved For Service or Supplies PB Form SV60861 Rev. F 4/09SV60861REVF 1 Elmcroft Road