Connect+ Series Common Errors Support

How do I view or change the low barcode warning threshold on the Connect+ Series?

The low barcode warning threshold warns you when your stock of tracking barcodes (used for Special Delivery and Signed For mail) is running low, prompting you to download more. To change it, open Tracking Services in Settings.

1. Select Settings from the Home screen.
2. Select Applications.
3. Select Tracking Services.
4. Select the Low barcode warning threshold box.
5. Select the Number box and enter the warning level you want.
6. Select Continue, then Home.

---

How do I create a new job on the Connect+ Series?

To create a new job, open Options on the Run Mail screen, select Create new job, choose the job type and save it.

1. Select Run Mail in the Mailing tile on the Home screen.
2. Select Options, then Create new job…
3. Select the appropriate job type and select OK.
4. Select the job settings, select Save As, enter a name and select OK.

---

Why is my default job not updating after a rate download on the Connect+ Series?

If the default job does not update after a rate change download, the job is not set up with a class of mail. To fix it, set a job with a class (such as First Class Letter) and make it the default.

1. From the Home screen, press Run Mail.
2. Select Class, then First Class, then First Class Letter, then OK.
3. On the Main Run screen, select Save as… and name the job.
4. Select the Home icon, then Jobs, then the job you just saved.
5. Select Options, then Make this job the default job.
6. Select Home, then Run Mail, then Start Over.

If the error code returns, contact your franking machine supplier with your model number ready.

---

How do I perform a software or rate update on the Connect+ Series?

To install pending software and rate updates, open Rates & Updates and select Install Updates.

1. From the Home screen, select Rates & Updates.
2. Select Install Updates. The machine installs all pending updates.

---

How do I enter or edit the Mailer ID number on the Connect+ Series?

To set the Mailer ID, open Tracking Services in Settings and enter it in the Mailer ID field.

1. Select Settings under Mailing.
2. Select Applications, then Tracking Services.
3. Enter the Mailer ID number in the Mailer ID field.

Note: Changing the global Mailer ID does not override pre-existing jobs that show ERR. To edit those, select Jobs, open the job containing ERR, edit the Mailer ID field and select Save.

---

How do I check the software version on the Connect+ Series?

To check the software version, open System in Settings and view the General screen.

1. From the Home screen, select Settings.
2. In the left menu, select System.
3. In the right menu, select General. On the ACT line, the number in the Version column is your software version.

---

How do I adjust the volume on the Connect+ Series?

The volume cannot be adjusted by the user. If you need it changed, contact your franking machine supplier with your model number ready.

---

How do I fix Connect+ error codes that need a reboot?

Many Connect+ error codes indicate an internal fault or software error and are cleared with a safe restart. This applies to codes including 04182200C2, 03114100D5, 019B61000B, 041822002D, 041842006F, 018C610004, 019B21000E, 019B61000A, 019961000D and 0198610010. To clear them, reboot the machine.

1. Select the Gear in the lower-right corner of the Home screen.
2. Select Shut Down from the menu, then Shut Down on the pop-up.
3. Wait for the screen to go black and the blue light on the front to go out (this may take several minutes).
4. After everything has been off for 10 seconds, press the Power button to restart.

Note: For 0198610010 (mail on the transport deck), open the feeder and printer covers and remove all mail before rebooting. For 0217410003 (corrupt job), reboot and then run a different job.

If the error code returns, contact your franking machine supplier with your model number ready.

---

How do I fix printer and print head error codes on the Connect+ Series?

Error codes 0418220040 and 04184200B3 indicate a printing system problem. To resolve them, clean the print head and reboot.

For 0418220040, first remove the print head, wipe off any visible ink and re-insert it, then reboot. For 04184200B3, clean the print head from the menu:

1. Select Settings under Mailing, then Hardware, then Printer.
2. Select the Print head tab, then Clean… (cleaning takes about a minute).
3. When prompted, print a test sample.

For 0418420021 (printer motion sequence failed), select Clear to remove the error, then fix any printer issues such as paper jams, an open printer cover or an obstruction to the print carriage.

If the error code returns, contact your franking machine supplier with your model number ready.

---

How do I fix error 019341000D on the Connect+ Series?

Error 019341000D means the refill amount entered is greater than your franking machine can hold (the Postal Security Device has a maximum it can process). To resolve it, enter a lower refill amount.

If the error code returns, contact your franking machine supplier with your model number ready.

---

How do I clear a jam on the Connect+ Series (03114100D2)?

Error 03114100D2 means the machine has detected a jam. To clear it, open the covers and clear the mail path.

1. Open the front cover.
2. Open all blue-handled jam releases.
3. Remove all mail pieces and debris from the mail path.
4. Blow non-flammable canned air onto the envelope feed deck, working from the left side of the machine to the exit.
5. Close all blue-handled jam releases and the front cover.

If the error code returns, contact your franking machine supplier with your model number ready.

---

How do I fix feeder errors on the Connect+ Series (0205410039, 03114100C8)?

Error 0205410039 means the machine is not seeing the gap between mail pieces, and 03114100C8 means a mail piece failed to feed. To resolve them, check and fan the mail and clean the feed deck.

1. Open all covers and jam releases and remove any mail.
2. Adjust the thickness adjustment knob so only one mail piece feeds at a time, and check the blue separator knob.
3. Vigorously fan and shingle the mail so pieces are not sticking together, and ensure mail is straight, against the rear wall and the side guide is not too tight.
4. Blow non-flammable canned air onto the feed deck, working from the left of the machine to the exit.
5. If the error persists, reboot the machine.

If the error code returns, contact your franking machine supplier with your model number ready.

---

How do I fix a sealer jam or shearing on the Connect+ Series (03114100DF)?

Error 03114100DF means a jam in the sealer area. To resolve it, check the sealing setting and adjust the feeder.

• If mail jams in the stripper blade, check that sealing is not on when it should be off, and only feed unsealed mail when closed-flap sealing is on.
• If thick mail stalls near the stripper blade, increase the feeder setting, keep the speed as high as possible without shearing, and pre-seal envelopes if needed.
• If mail shears (bunches up), increase the feeder setting; if that fails, decrease the speed, or pre-seal the mail before running it.

If the error code returns, contact your franking machine supplier with your model number ready.

---

How do I fix tape errors on the Connect+ Series (019861001B, 0213420019, 031A410001)?

These errors relate to the tape: 019861001B is a tape jam, 0213420019 means the machine is out of tape, and 031A410001 means the tape sensor failed to calibrate. A tape roll is required to print postage, even when printing on envelopes.

Clear a tape jam (019861001B):

1. Open the smoke-coloured cover on top of the machine.
2. Pull the blue lever on the right toward the left to release the tape, and pull the tape out while holding the lever.
3. Tear off any damaged tape, reinstall the tape and select Feed forward (or Settings > Hardware > Tape > Feed Forward), then retry.

Replace the tape (0213420019):

1. Open the small transparent cover and press the rewind button.
2. Remove the old roll, insert the new roll, feed the tape from the bottom of the roll into the rollers and press forward.

Calibrate the tape sensor (031A410001): remove the tape, shut the machine down, insert the tape one inch into the tape feed area, then restart.

If the error code returns, contact your franking machine supplier with your model number ready.

---

How do I fix out-of-sealing-solution errors on the Connect+ Series (03114100AA, 019861001A)?

Errors 03114100AA and 019861001A mean the machine is out of sealing solution. To resolve them, refill the envelope sealant bottle.

1. Open the supplies cover and lift out the envelope sealant bottle (to the far left of the tape roll).
2. Remove the cap and add sealing solution up to the bottom of the throat of the bottle. Do not overfill, and do not spill solution in the tape well.
3. Replace and tighten the cap, return the bottle to its position and close the supplies cover.

If you have no sealing solution, you can disable sealing instead.

If the error code returns, contact your franking machine supplier with your model number ready.

---

What does error 529 mean on the Connect+ Series?

Error 529 means the machine will not print due to an internal fault. It is always accompanied by another error code — look up that second code for directions to resolve the issue.

---

What system settings can I customise on the Connect+ Series?

System settings let you customise the machine to your needs, including timeouts, the clock, automatic date advance, users and configuration status.

• Timeouts: set the system timeouts.
• Clock: synchronise the clock, set the time zone and enable or disable Daylight Saving Time.
• Automatic Date Advance: advance the date at your mail pickup time.
• Users: enable users, create, edit and delete users and assign access levels.
• Configuration: view the status of rates, software, features and graphic updates.

---

How do I advance the date automatically on the Connect+ Series?

To advance the date automatically at your mail pickup time, set the time in Automatic Date Advance. Mail processed after that time prints the next day’s date so it matches the date the mail reaches the Post Office.

1. Select Settings on the Home screen, then System.
2. Select Automatic Date Advance.
3. Select Yes to advance the date automatically.
4. Select the Hour:Minute field and enter the time (12-hour clock, 01–12 hours, 00–59 minutes), select am or pm and select OK.
5. Select Done to return to the Home screen.

---

How do I set the system clock on the Connect+ Series?

To set the clock, open Clock in System settings, synchronise it and set the time zone.

1. Select Settings on the Home screen, then System.
2. Select Clock, then Synchronize clock.
3. Turn Daylight Saving Time On (Spring) or Off (Autumn).
4. Select the appropriate time zone, then Done.

---

How do I set the system timeouts on the Connect+ Series?

System timeouts can be set from five minutes to four hours. The default job timeout reloads the default job after the system is idle (20 minutes by default, and can be disabled); the screen saver timeout sets when the screen saver appears.

1. Select Settings on the Home screen, then System.
2. Select Timeouts.
3. Select the timeout from the list and select Open timeout.
4. Drag the control along the slide bar (or use + and -) to adjust it. For the default job timeout, tick or untick the check box to enable or disable it.
5. Select OK, then Done.

---

What are the user access levels on the Connect+ Series?

The system has two access levels: supervisor and operator. If users are not set up, the system defaults to supervisor access.

• Supervisors can create, edit and delete accounts and users, turn user logins on and off, and manage operator access to certain functions.
• Operators can perform most functions except account and user management and anything restricted by the supervisor.

You can create an unlimited number of users.

---

How do I enable user logins on the Connect+ Series?

To protect your system, enable user logins and create at least one supervisor with a password.

1. Select Settings on the Home screen, then System, then Users.
2. On the User setup tab, select Enable user logins…
3. Enter the username and select OK, enter and confirm a password, and optionally add a password hint.
4. Select Yes, create another user to add more, or No, done creating users.
5. Select Done.

---

How do I create, edit or delete a user on the Connect+ Series?

Supervisor access is required to manage users. Open Users in System settings to add, edit or delete a user.

Create a user: Settings > System > Users > Add new, enter the username (and password if required), select the role (operator or supervisor), optionally add a hint, then OK.

Edit a user: Settings > System > Users, select the user, select Edit, change the username, password, role or hint, then OK.

Delete a user: Settings > System > Users, select the user, select Delete, then Yes, delete user.

Note: Deleting the only user turns off user logins and disables system security (and account passwords, if used).

---

How do I set operator access rights on the Connect+ Series?

Supervisors can manage which functions operators can access. Changes apply to all operators.

1. Select Settings on the Home screen, then System, then Users.
2. Select the Roles setup tab, then the Operator role.
3. Tick the functions in the Allow access to: list that operators may perform (for example postage refill, balance inquiry, printing reports and receipts, resetting the batch counter). A ticked box grants access; an empty box removes it.
4. Select Done.

---

How do I fix envelope sealing issues on the Connect+ Series?

Sealing problems are usually caused by low sealing solution, a dirty or worn moistener pad, incorrectly positioned envelopes or envelopes outside the acceptable flap range.

If the leading edge does not seal but the trailing edge gets wet: check there is enough sealing solution, lift the moistener pad assembly and verify it is wet with solution in the reservoir and free of obstruction, and ensure envelope contents are tamped to the upper-right corner.

If envelopes do not seal properly: reposition or refill the sealant bottle; clean or replace the moistener pad; reseat the moistener pad so there is no gap to the feed deck; position envelopes correctly with the side guide not too far out; and use envelopes within the acceptable flap depth. On the Connect+ 3000, if the trough is not filling, reinstall the sealant bottle upright, and if needed remove the wick, let the trough fill and reinstall (replace the wick if this recurs).

If the error code returns, contact your franking machine supplier with your model number ready.

---

How do I clear an envelope stoppage on the Connect+ Series?

To clear an envelope stoppage, open the relevant area (feeder, WEIGH-ON-THE-WAY or printer), lift the release lever, remove the envelope and resume printing.

Feeder area

1. Lift the feed cover.
2. Pull up on the top release lever.
3. Lift the lower release lever and remove the envelope (replace it if badly damaged).
4. Make sure the feed deck is clear and the lower release lever is down.
5. Push the top release lever down until it snaps into place, close the feed cover and select Resume printing.

WEIGH-ON-THE-WAY (W-O-W) area

1. Lift the feed cover.
2. Lift the W-O-W transport release lever and remove the envelope.
3. Make sure the W-O-W deck is clear and the release lever is down, close the feed cover and select Resume printing.

Printer area

1. Open the printer cover.
2. Lift the printer transport release lever and remove the envelope.
3. Make sure the printer deck is clear and the release lever is down, close the printer cover and select Resume printing.

If the error code returns, contact your franking machine supplier with your model number ready.

---

How do I resolve scale errors on the Connect+ Series?

Scale error codes (the 019D61xxxx range and similar) mean the scale is not working correctly. To resolve them, zero the scale, check the USB cables, then reboot.

Zero the scale:

1. Select Home, then Run Mail, then Weighing.
2. Select Attached Scale (if greyed out, go to the cable check below).
3. Remove all items from the scale and select Zero Scale, then check it with a known weight.

Check the USB cables: disconnect the USB cable from the back of the scale, wait five seconds and reconnect; do the same at the left side of the Connect+. Scales use a standard USB 2.0 A-to-B cable, so you can test with another known-good cable. If weighing issues continue, reboot the machine and re-check with a known weight.

If the error code returns, contact your franking machine supplier with your model number ready.

---

How do I resolve a Bug Buddy error on the Connect+ Series?

A Bug Buddy screen means the operating system has reported an error and the machine will not operate. To resolve it, clear the screen and reboot.

1. Press Cancel to clear the Bug Buddy screen (saving the log file is not necessary unless Pitney Bowes technical support requests it).
2. Double-tap the System Shutdown icon and select Shutdown now.
3. Once the screen has been dark for 10 seconds, press and hold the power button for 5 seconds.
4. Wait one minute, then press the Power button.

If the error code returns, contact your franking machine supplier with your model number ready.

---

How do I resolve a PSD Key Lockout message on the Connect+ Series?

A “PSD Key Lockout” message means an internal component has failed and the machine will not run mail. To resolve it, reboot the machine.

1. Select the Gear in the lower-right corner of the Home screen.
2. Select Shut Down from the menu, then Shut Down on the pop-up.
3. Wait for the screen to go black and the blue light on the front to go out (this may take several minutes).
4. After everything has been off for 10 seconds, press the Power button to restart.

If the error code returns, contact your franking machine supplier with your model number ready.

---

How do I fix tape feeding issues on the Connect+ Series?

Tape feeding problems are usually caused by adhesive or a folded leading edge on a new roll, a dry moistener brush, or the wrong weighing mode.

• Tape stoppage: remove the tape roll if needed, clear the stoppage and reinstall the roll (adhesive or a rolled/folded leading edge is the usual cause).
• Gummed tape not wetting: remove the tape sealant bottle and reinstall it, repeating until the moistener brush becomes wet (an air block in the tubing causes this).
• Tape button missing on the Run Mail screen: you have selected a mode such as WEIGH-ON-THE-WAY that requires mail to be fed through the machine — change the weighing method.

---

Connect+ Series Common Errors – Frequently Asked Questions