Connect+ Series Common Errors Support

Follow these steps to create a new job on the Run Mail screen:

1. Select Run Mail in the Mailing tile on the Home screen.

2. Select Options.

3. Select Create new job…

4. Select the appropriate job type from the list.

5. Select OK. The job you selected appears in a new job tab.

6. Select the appropriate job settings.

7. Select Save As.

8. Enter the new job name and select OK.

You will be returned to the Run Mail screen with the new job active.

When the default job is not updated after downloading the rate change file then the job is not setup for usage with a class of mail.

Follow these steps to correct the issue:

Note: This process will set the default job as a first class letter. You can substitute another class of mail as the default if first class is not your preference.

1. From the Home screen, press Run Mail.

2. Select Class.

3. Select First Class.

4. Select First Class Letter.

5. Select OK.

6. When the Main Run screen displays, select Save as…

7. Name the job.

8. Select the Home icon.

9. Select Jobs.

10. Select the job you just saved.

11. Select Options.

12. Select Make this job the default job.

13. Select the Home icon.

14. Select Run Mail.

15. Select Start Over. The Main Run screen should show the correct amount.

If the issue is unresolved after following these steps, contact your franking machine supplier and have your model number ready.

Follow these steps to update the software to the latest rates and software:

1. From the Home screen, select Rates & Updates.

2. On the Rates & Updates screen, select Install Updates.

The franking machine will install all pending updates.

Follow these steps to set the mailer ID number:

1. Select Settings under Mailing.

2. Select Applications.

3. Select Tracking Services.

4. Enter the Mailer ID number in the Mailer ID field.

Note: If the Mailer ID has been added or changed and you already had pre-existing jobs created using ERR, you will need to manually edit the Mailer ID in those jobs. The global Mailer ID set in the above steps will not override pre-existing jobs.

Follow these steps to edit the Mailer ID on a pre-existing job:

1. Select Jobs.

2. Select the job containing ERR that you want to edit. The Run Mail screen will open with your selected job.

3. Edit the Mailer ID field on the left side of the screen.

4. Select Save.

Follow these steps to determine the software version on your franking machine:

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 the software version number.

If you need the volume adjusted, contact your franking machine supplier and have your model number ready.

Error Code 0418220040 usually means the machine will not print and that it has detected a problem with the printer.

Follow these steps to clean the print head and reboot the franking machine:

1. Remove the print head.

2. Wipe off any visible ink.

3. Re-insert the print head.

Here are the steps to follow for a safe restart:

1. Select the Gear from the lower right corner of the home screen.

2. Select Shut Down from the menu.

3. Select Shut Down on the pop up.

4. Wait for the screen to go black and the blue light on the front to go out. This may take several minutes.

5. After everything has been off for 10 seconds press the power button to power back up.

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

Error Code 04182200C2 usually means the machine will not print and you may have an out of ink sensor failure.

Reboot your system. Here are the steps to follow for a safe restart:

1. Select the home icon at the top of the screen.

2. Select Shut Down from the lower right corner.

3. Select Shut Down from the menu.

4. Select Shut Down on the pop-up.

5. Wait for the screen to go black and the blue light on the front to go out. This may take several minutes.

6. After everything has been off for 10 seconds, press the power button.

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

Error Code 03114100D5 usually gets generated when postage has failed to print due to an error that occurred in your printer.

Reboot your system. Here are the steps to follow for a safe restart:

1. Select the Gear from the lower right corner of the home screen.

2. Select Shut Down from the menu.

3. Select Shut Down on the pop up.

4. Wait for the screen to go black and the blue light on the front to go out. This may take several minutes.

5. After everything has been off for 10 seconds press the power button to power back up.

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

Error Code 0418420021 usually means the printer motion sequence failed and that there is now a malfunction in the internal printer.

Follow these steps to resolve the problem:

1. Select Clear to remove this error from the screen.

2. Fix any detected printer-related issues, such as paper jams, printer cover open, obstruction to the print carriage, etc.

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

Error Code 019B61000B means the machine has detected a problem with an internal component.

Reboot your system. Here are the steps to follow for a safe restart:

1. Select the Gear from the lower right corner of the home screen.

2. Select Shut Down from the menu.

3. Select Shut Down on the pop up.

4. Wait for the screen to go black and the blue light on the front to go out. This may take several minutes.

5. After everything has been off for 10 seconds press the power button to power back up.

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

Error Code 041822002D means the printer wiper blade is not functioning properly.

Reboot your system. Here are the steps to follow for a safe restart:

1. Select the Gear from the lower right corner of the home screen.

2. Select Shut Down from the menu.

3. Select Shut Down on the pop up.

4. Wait for the screen to go black and the blue light on the front to go out. This may take several minutes.

5. Wait ten more seconds.

6. Press Power.

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

Error Code 041842006F means the franking machine has detected an incompatible ink cartridge.

Reboot your system. Here are the steps to follow for a safe restart:

1. Select the Gear from the lower right corner of the home screen.

2. Select Shut Down from the menu.

3. Select Shut Down on the pop up.

4. Wait for the screen to go black and the blue light on the front to go out. This may take several minutes.

5. Wait ten more seconds.

6. Press Power.

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

Error Code 019341000D means the Postal Security Device (PSD) has reached its life time limit. You entered a refill amount greater than the amount your franking machine can hold.

Note: The maximum amount a PSD can process is $10,000,000.000. A refill request that takes the (PSD) over this amount will fail.

1. To resolve this error, enter a lower refill amount.

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

Error Code 03114100D2 means the franking machine has detected a jam.

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.

6. Close the front cover.

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

Error Code 018C610004 means the franking machine has detected an internal fault.

Reboot your system. Here are the steps to follow for a safe restart:

1. Select the Gear from the lower right corner of the home screen.

2. Select Shut Down from the menu.

3. Select Shut Down on the pop up.

4. Wait for the screen to go black and the blue light on the front to go out. This may take several minutes.

5. Wait ten more seconds.

6. Press Power.

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

Error Code 019B21000E means the internal franking machine software has encountered an error.

Reboot your system. Here are the steps to follow for a safe restart:

1. Select the Gear from the lower right corner of the home screen.

2. Select Shut Down from the menu.

3. Select Shut Down on the pop up.

4. Wait for the screen to go black and the blue light on the front to go out. This may take several minutes.

5. Wait ten more seconds.

6. Press Power.

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

Error Code 0217410003 means the internal franking machine software has encountered an error due to a corrupt job.

Reboot your system. Here are the steps to follow for a safe restart:

1. Select the Gear from the lower right corner of the home screen.

2. Select Shut Down from the menu.

3. Select Shut Down on the pop up.

4. Wait for the screen to go black and the blue light on the front to go out. This may take several minutes.

5. Wait ten more seconds.

6. Press Power.

7. Run a different job.

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

Error Code 019B61000A means the internal franking machine software has encountered an error.

Reboot your system. Here are the steps to follow for a safe restart:

1. Select the Gear from the lower right corner of the home screen.

2. Select Shut Down from the menu.

3. Select Shut Down on the pop up.

4. Wait for the screen to go black and the blue light on the front to go out. This may take several minutes.

5. Wait ten more seconds.

6. Press Power.

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

Error Code 529 means the franking machine will not print as the franking machine has detected an internal fault.

Error code 529 will be accompanied by another error code. Look up this error code for directions to resolve the error.

Error Code 019861001B means the franking machine will not print tapes as the tape is jammed.

Follow these steps to resolve this error:

1. Open the smoke coloured cover on the top of your machine.

2. Locate the blue lever on the right and pull it toward the left to release the tape.

3. While holding the lever to the left, pull the tape out.

4. Tear any damaged tape off the roll.

5. Reinstall the tape.

6. Select Feed forward on the screen.

7. If the Feed forward option isn’t on the screen, select the green house key at the top of the screen.

a) Select Settings.

b) Select Hardware.

c) Select Tape.

d) Select Feed Forward.

8. Retry the tape.

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

Error Code 03114100AA means the franking machine is out of EZ-seal®.

Follow these steps to refill the EZ-seal sealing solution bottle:

1. Open the supplies cover and lift out the envelope sealant bottle. The bottle is located to the far left of the tape roll.

2. Remove the cap from the bottle.

3. Add enough E-Z Seal to bring the level up to the bottom of the throat of the bottle.

• Do not overfill the envelope sealant bottle.

• Make sure you do not spill any solution in the tape well. If the tape gets wet, it can warp and cause a stoppage.

4. Replace and tighten the cap and return the bottle to its original position.

5. Close the supplies cover.

If you do not have any EZ-seal, you can also disable sealing.

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

Error Code 019861001A means the franking machine is out of EZ-seal®.

Follow these steps to refill the EZ-seal sealing solution bottle:

1. Open the supplies cover and lift out the envelope sealant bottle. The bottle is located to the far left of the tape roll.

2. Remove the cap from the bottle.

3. Add enough E-Z Seal to bring the level up to the bottom of the throat of the bottle.

• Do not overfill the envelope sealant bottle.

• Make sure you do not spill any solution in the tape well. If the tape gets wet, it can warp and cause a stoppage.

4. Replace and tighten the cap and return the bottle to its original position.

5. Close the supplies cover.

If you do not have any EZ-seal, you can also disable sealing.

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

Error Code 0205410039 means mail will not run as the machine is not seeing the gap between mail pieces.

First, check for an unprinted mail piece in the stacker and/or a postage recovery tape in the tape well.

If the error is still present after clearing the stacker and tape, follow these steps:

1. Adjust the thickness adjustment knob to only allow one mail piece through at a time.

2. Vigorously fan and shingle the mail to ensure that the mail pieces are not sticking together.

3. Open all covers and jam release knobs and remove any mail in the machine.

4. Using a can of non-flammable canned air and working from the left side of the machine to the exit, blow air onto the feed deck that the envelopes travel on.

5. If the error persists, a reboot may resolve the issue. To restart safely, follow these steps:

a) Select the gear in the lower right corner of the home screen.

b) Select Shut Down from the menu.

c) Select Shut Down on the pop up.

d) Wait for the screen to go black and the blue light on the front to go out. This may take several minutes.

e) After everything has been off for 10 seconds, press the power button to power the machine back up.

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

Error Code 03114100DF means the franking machine has detected a jam in the sealer area.

If mail is physically jamming in the stripper blade:

1. Check if sealing is on when it should be off.

2. Ensure only unsealed mail is fed when closed flap sealing is on.

If thick mail pieces are stalling in the area of the stripper blade with no apparent jam:

1. Increase the feeder setting to a higher number.

2. Ensure the speed is as high as possible without causing mail to shear.

3. Pre-seal envelopes if necessary.

If mail is shearing (bunching up) as it feeds:

1. Increase the feeder setting to a higher number.

2. If this does not work, try decreasing the speed. Note: If pieces are not shearing, slowing down the feeder could make problems worse.

3. If pieces are unsealed and feeder setting and speed changes do not work, pre-seal the mail before running through the machine.

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

Error Code 0213420019 means the franking machine will not print as it is out of tape.

Note: A tape roll is required to print postage, even if you are only printing on envelopes.

To change the tape roll:

1. Open the small transparent cover.

2. Press the rewind button.

3. Remove the old tape roll.

4. Insert the new tape roll.

5. Take the tape from the bottom of the roll and insert it to the rollers.

6. Press forward.

7. The tape should now be ready for use.

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

Error Code 0198610010 means there is mail on the transport deck.

Open the feeder and printer covers and remove all mail.

A reboot may resolve the issue. Follow these steps to restart safely:

1. Select the Gear from the lower right corner of the home screen.

2. Select Shut Down from the menu.

3. Select Shut Down on the pop-up.

4. Wait for the screen to go black and the blue light on the front to go out. This may take several minutes.

5. After everything has been off for 10 seconds, press the power button to power the machine back up.

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

Error Code 03114100C8 means a mail piece failed to feed properly.

Open the feeder and printer covers and remove all mail.

Follow these steps to resolve this error:

1. Ensure that your mail in the feeder is straight.

2. Ensure that your mail is against the rear wall of the feeder.

3. Ensure that the side guide is not too tight.

4. Lift the feeder cover and adjust the blue separator knob.

5. Remove your stack of mail and fan the mail to ensure that it is not stuck together.

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

Error Code 019961000D means the franking machine did not shut down correctly.

You may be able to clear the error by restarting the franking machine. Follow these steps to restart safely:

1. Select the Gear from the lower right corner of the home screen.

2. Select Shut Down from the menu.

3. Select Shut Down on the pop up.

4. Wait for the screen to go black and the blue light on the front to go out. This may take several minutes.

5. Wait 10 seconds.

6. Press the power button to turn the franking machine back on.

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

Error Code 031A410001 means a tape sensor failed to calibrate.

Follow these steps to calibrate the tape sensor:

1. Remove the tape from the system.

2. Press Home.

3. Select the Gear from the lower right corner.

4. Select Shut down from the menu.

5. Select Shut down on the pop up.

6. Insert the tape one inch into the tape feed area.

7. Wait for the screen to turn black, and for the blue light on the front of the machine to go out. This may take several minutes.

8. After the machine has been off for 10 seconds, press the Power button to turn it back on.

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

Error Code 04184200B3 means there is a malfunction in the printing system.

Follow these steps to calibrate the tape sensor:

Cleaning the print head may resolve the issue. Follow these steps:

1. Select Settings under Mailing on the Home screen.

2. Select Hardware.

3. Select Printer.

4. Select the Print head tab.

5. Select the Clean… button. Print head cleaning takes approximately one minute. A progress bar indicates the cleaning status.

6. Once the cleaning process is complete, you will be prompted to print a test sample.

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

The system settings with the franking machine allow you to customize your franking machine to meet your needs.

Timeouts: Use this feature to set the system timeouts.

Clock: Use this feature to synchronize the system clock, set the time zone, and enable or disable Daylight Savings Time.

Automatic Date Advance: Use this feature to set your system to advance the date at the mail pickup time.

Users: Use this feature to enable users on your system as well as to create, edit and delete users and assign access levels.

Configuration: Use this feature to view the status of rates, software, features, and graphic updates on your system.

If your mail is picked up at a certain time each day, you can set your system to advance the date at the mail pickup time. Enter the time when you want the date to advance. As soon as your system reaches the time you set, it automatically advances the date 24 hours and prints that date on your postage.

NOTE: The date on the postage should correspond to the date when your mail goes to the post office.

For example, if your mail goes to the Post Office at 3:00 PM each day, then set the date advance to “03:00 PM”. Any mail processed after 3:00 PM will have the date for the following day printed on it. This ensures that the date printed on the mail piece corresponds with the date it is brought to the Post Office.

Follow the steps below to advance the date automatically.

1. Select the Settings button on the Home screen.

2. The Settings screen displays. Select System from the list on the left side of the screen.

3. Select Automatic Date Advance.

4. Select Yes if you want the date to advance automatically. The time of day to advance date fields appear.

5. Select the Hour : Minute field.

5a) Enter the time (hour and minute) when you want the date advance to occur. NOTE: The hour must be set using a 12 hour clock (i.e. 01 to 12). The minute must be set from 00 and 59. If no value is entered in the minute box, it will be set to “00” by default.

5b) Select am or pm.

5c) Select OK.

6. Select Done to return to the Home screen.

1. Select the Settings button on the Home screen.

2. The Settings screen displays. Select System from the list on the left side of the screen.

3. Select Clock.

4. Select Synchronize clock.

5. To turn daylight saving time on or off select On or Off. NOTE: Turn Daylight Saving Time on in the Spring and off in the Fall.

6. Select the appropriate time zone from the Time Zone list.

7. Select Done to return to the Home screen.

System timeouts can be set for your franking machine. You can set any of the system timeouts from five minutes to four hours, in one minute increments.

Default Job Timeout – The default job timeout option allows you to specify how much time you want to allow the system to remain idle before it the default job is reloaded on the Run Mail screen. The default timeout is 20 minutes. If necessary, this timeout can be disabled.

Screen Saver Timeout – The screen saver timeout option allows you to specify how much time you want to allow the system to remain idle before the screen saver appears. The timeout range is 5 minutes to 4 hours.

1. Select the Settings button on the Home screen.

2. The Settings screen displays. Select System from the list on the left side of the screen.

3. Select Timeouts.

4. Select the appropriate timeout from the list and then select the Open timeout button.

5. Select and drag the control button along the slide bar to adjust the timeout. Use the + and – buttons for a more precise selection.

6. If you have selected the default job timeout, you can enable or disable it by selecting the timeout check box. A check mark indicates that the timeout is enabled.

7. Select OK when you have finished making your changes.

8. Select Done to return to the Home screen.

The system has two levels of user access, supervisor and operator.

NOTE: If users are not set up, the system defaults to supervisor access.

Users with supervisor access to the system can create, edit and delete accounts and users and turn user logins on and off. In addition, supervisors can manage operator access to certain system functions.

• Users with operator access to the system can perform most system functions, with the exception of account and user management and any functions that have been restricted by the supervisor.

• Setting up a single user allows you to log in and log out of the system, effectively locking it from use. You can create an unlimited number of users on your system.

Set up at least one user with a password to protect your system from unauthorized access.

1. Select the Settings button on the Home screen.

2. The Settings screen displays. Select System from the list on the left side of the screen.

3. Select Users.

4. On the User setup tab, select Enable user logins…. You will be prompted to create a user with supervisor access rights.

4a) Enter the user name and then select OK.

4b) Enter the password and select OK.

4c) Re-enter the password to confirm and select OK.

4d) Select the Password hint field to add a password hint. Enter the hint and select OK.

4e) Select OK once you have finished creating the user.

5. If you would like to add additional users, select Yes, create another user. If you do not want to add any additional users at this time, select No, done creating users.

6. Select Done to return to the Home screen.

Follow the steps below to add a new user to your system.

NOTE: Supervisor access rights are required to create a user.

1. Select the Settings button on the Home screen.

2. The Settings screen displays. Select System from the list on the left side of the screen.

3. Select Users.

4. Select Add new. The Create Users screen displays.

5. Select the Username: field to add the new user name. Enter the user name and select OK.

6. If passwords are required on your system, select the Password field. Enter the password and select OK. NOTE: Passwords are required for users with supervisor access.

7. Select the appropriate user role: operator or supervisor.

8. If necessary, select the Password hint field to add a password hint. Enter the hint and select OK.

9. Select OK to return to the user settings screen.

10. Select Done to return to the Home screen.

Follow the steps below to edit a user on your system.

1. Select the Settings button on the Home screen.

2. The Settings screen displays. Select System from the list on the left side of the screen.

3. Select Users.

4. Select a user to edit. If necessary, use the up and down arrow buttons to navigate through the list.

5. Select Edit.

6. Select the user attribute you want to edit.

• Username: Select this option to make changes to the name of the user you have selected.

• Password: Select this option to require, remove or change the password for the user. NOTE: Passwords are required for users with supervisor access.

• User role: Select a different option from the list to change the access level assigned to the user.

• Password hint: Select this option to add or change the user’s password hint.

7. Select OK to return to the user settings screen.

8. Select Done to return to the Home screen.

Follow the steps below to delete a user.

1. Select the Settings button on the Home screen.

2. The Settings screen displays. Select System from the list on the left side of the screen.

3. Select Users.

4. Select the user you want to delete. If necessary, use the up and down arrow buttons to navigate through the list.

5. Select Delete. NOTE: If you are deleting the only user on your system, a warning message will appear indicating that user logins will be turned off and all system security will be disabled. If account passwords are being used, they will be disabled as well.

6. Select Yes, delete user.

7. Select Done to return to the Home screen.

If you have supervisor access to the system, you can manage the access rights granted to users with the operator role. Any changes you make to access rights will apply to all operators. Supervisors always have full access to system functions.

What system functions can I manage?

• You can manage operator access the following functions:

• Change data center backup URL

• Change default refill settings

• Change distributor URL

• Perform a balance inquiry

• Postage Refill

• Print funds report on machine

• Print refill receipts

• Print refill summary

• Reset batch counter

• Reset IntelliLink Factory Settings

• Withdraw a franking machine

1. Select the Settings button on the Home screen.

2. The Settings screen displays. Select System from the list on the left side of the screen.

3. Select Users.

4. Select the Roles setup tab.

5. Select the Operator user role.

6. Select the functions in the Allow access to: list that you want users to be able to perform.

• A check box with a check mark indicates that all operators will have access to the function.

• An empty check box indicates that all operators will not have access to the function.

7. Select Done to return to the Home screen.

Possible Causes

• There is a obstruction in the moistener pad assembly area.

Solutions

1. Check that there is enough E-Z Seal® sealing solution in the envelope sealant bottle.

2. Remove or lift the moistener pad assembly. Verify that there is no interference with the pad, that the pad is wet and that there is E-Z Seal® solution in the small reservoir.

3. Check the envelopes, and ensure that the contents are tamped to the upper right hand corner.

Possible Causes

1. No E-Z Seal® Sealing Solution in the envelope sealant bottle, or bottle is placed incorrectly.

2. Moistener pad assembly is dirty or worn.

3. Moistener pad assembly is not installed properly; there is a slight gap between the assembly and the feed deck. (Connect+™ 1000 and Connect+™ 2000 systems only.)

4. Envelopes are not positioned on the feed deck correctly, or side guide is out too far.

5. Envelope flap dimensions are not within acceptable range.

6. System is not filling with E-Z Seal® Sealing Solution (Connect+™ 3000 systems only.)

Solutions

1. Remove the envelope sealant bottle and reposition or refill.

2. Clean or replace the moistener pad assembly.

3. Remove the moistener pad assembly and slide it back into place.

4. Ensure that the envelopes are prepared and placed on the feed deck correctly.

5. Use envelopes that meet the flap depth dimensions for sealing.

6a. Check that there is enough E-Z Seal® sealing solution in the envelope sealant bottle. Refill if necessary.

6b. Re-install the envelope sealant bottle. NOTE: Ensure it that the bottle is held up straight as you re-install.

6c. Remove or lift the moistener pad assembly to see if trough has filled with sealant.

6d. If the trough does not feel with sealant, remove the wick. Let the trough fill and reinstall the wick.

6e. If this becomes a regular occurrence, replace the wick.

Learn how to clear an envelope stoppage on your Connect+ 500W, Connect+ 1000, Connect+ 2000 & Connect+ 3000 franking machines here. Simply find what you need help with and follow our guides to see if we can support you.

Clearing an Envelope Stoppage in the Feeder Area

1. Lift feed cover.

2. Pull up on the top release lever.

3. Lift up the lower release lever and remove the envelope. NOTE: Depending on how badly the envelope is damaged, you may need to replace it.

4. Make sure the feed deck is clear and the lower release lever is down.

5. Push down on the top release lever until it snaps into place.

6. Close the feed cover.

7. Select Resume printing to continue processing mail.

1. Lift feed cover.

2. Lift up the WEIGH-ON-THE-WAY® (W-O-W®) transport release lever and remove the envelope. NOTE: Depending on how badly the envelope is damaged, you may need to replace it.

3. Make sure the WEIGH-ON-THE-WAY® (W-O-W®) deck is clear and the release lever is down.

4. Close the feed cover.

5. Select Resume printing to continue processing mail.

1. Open the printer cover.

2. Lift up on the printer transport release lever and remove the envelope. NOTE: Depending on how badly the envelope is damaged, you may need to replace it.

3. Make sure the printer deck is clear and the release lever is down.

4. Close the printer cover.

5. Select Resume printing to continue processing mail.

A common issue with the Connect+ Series range of franking machines are scale error codes. When this occurs your franking machine will show an error code. Below you will be able to find a range of error codes that relate to issues with the scale. Follow our help and guides below to see if we can support you.

When the scale is not working or the franking machine is displaying one of the error codes below, the scale will not be functioning correctly.

Error Codes: 019D610001, 019D610002, 019D610003, 019D610004, 019D610005, 019D610006, 019D610007, 019D610008, 019D610009, 019D61000A, 019D61000B, 019D61000C, 019D61000D, 019D61000E, 019D61000F, 019D610010, 019D610011, 019D610012, 019D610016, 019D610017, 019D610018, 019D610019, 019D61001A, 019D61001B, 019D61001C, 019D61001D, 019D61001F, 019D610020, 019D610021, 019D610022, 019D610023, 019D610024, 019D610025, 019D610026, 019D610027, 019D610028, 019D610029, 019D61002A, 019D61002B, 019D61002C, 019D61002D, 019D61002E, 019D61002F, 019D610030, 019D610031, 019D610032, 019D610033, 019D610034, 019D610035, 019D610036, 019D610037, 019D610038, 019D610039, 019D61003A, 019D61003B, 019D61003C, 019D61003D, 019D61003E, 019D61003F, 019D610040, 019D610041, 019D610042, 019D610043, 019D610044, 019D610045, 019D610046, 019D610048, 019D610049, 019D61004A, 019D61004B, 019D610013, 019D610015, 019D610047, 018A6100F4, 0194610002, 0194610003, 0194610017, 019461001C, 0198610016, 0198610017, 019D610047

Zero the scale

1. Select the Home icon.

2. Select Run Mail.

3. Select Weighing at the bottom of the screen.

4. Select Attached Scale from the list (Note: If the attached scale is greyed out, go to the next section).

5. Take all items off the scale.

6. Select Zero Scale.

7. Check the scale with a known item.

Check the USB cables

1. Select the Home icon.

2. Disconnect the USB cable from the back of the scale.

3. Wait five seconds, then re-connect the USB cable.

4. Follow the cable to the left side of the Connect+ and disconnect that end.

5. Wait five seconds, then re-connect it.

6. Select Run Mail.

7. Check the scale with a known item.

8. To test the connectivity, use another USB cable:

• Scales for the Connect+ use a standard USB 2.0 A to B cable.

• If you have a Pitney Bowes 1E20 laser printer connected to the Connect+, the printer would use the same cable.

• Other office equipment, such as a PC printer, can use the same cable.

Reboot the Connect+

If you still have weighing issues, reboot your machine:

1. Select the Gear from the lower right corner of the home screen.

2. Select Shut Down from the menu.

3. Select Shut Down on the pop-up.

4. Wait for the screen to go black and the blue light on the front to go out. This may take several minutes.

5. After everything has been off for 10 seconds, press the power button to power back up.

6. Select Run Mail.

7. Check the scale with a known item.

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

If you are experiencing a bug buddy error on your Connect+ 500W, Connect+ 1000, Connect+ 2000 & Connect+ 3000 franking machine then view our help and troubleshooting guide below.

Resolving Bug Buddy Errors

If your Connect+ displays the bug buddy screen and will not operate then the cause is that the operating system is reporting the error.

To resolve the issue follow these steps to clear the error and reboot the machine.

1. Press Cancel to clear the bug buddy screen. Note: Saving the bug buddy log file is not necessary unless requested by Pitney Bowes technical support.

2. Double-Tap on the System Shutdown icon.

3. Select Shutdown now.

4. Once the screen has been dark for 10 seconds, press and hold the power button for 5 seconds.

5. Wait one minute, then press the Power button.

If the error returns, contact your franking machine supplier. Please have your model number ready.

Learn how to resolve a PSD Key Lockout Message on your Connect+ 500W, Connect+ 1000, Connect+ 2000 & Connect+ 3000 franking machines here. Simply find what you need help with and follow our guides to see if we can support you.

Resolving PSD Key Lockout Message

The Connect+ 500W, Connect+ 1000, Connect+ 2000 & Connect+ 3000 may occasionally display the message PSD Key Lockout and the machine will not run mail. The issue here is that an internal component has failed. To resolve this message, simply follow the below instructions.

Reboot the system. Here are the steps to follow for a safe restart:

1. Select the Gear from the lower right corner of the home screen.

2. Select Shut Down from the menu.

3. Select Shut Down on the pop-up.

4. Wait for the screen to go black and for the blue light on the front to go out. This may take several minutes.

5. Wait 10 more seconds.

6. Press the Power button.

7. If the issue is unresolved after following these steps, contact your franking machine supplier and have your model number ready.

If you are experiencing tape feeding issues with your Connect+ 500W, Connect+ 1000, Connect+ 2000 & Connect+ 3000 franking machines then view our help and troubleshooting guides below. Simply find what you need help with and follow our guides to see if we can support you.

Tape stoppage is occurring

Possible Cause

• Adhesive is left on the leading edge of the new tap roll.

• The leading edge of the tape is rolled or folded under the tape roller.

Solution

1. If necessary, remove the tape roll.

2. Clear the tape stoppage.

3. Re-install the tape roll.

Possible Cause

• Tape moistener brush is dry due to air block in tubing.

Solution

1. Remove the tape sealant bottle and re-install. Repeat as necessary until tape moistener brush becomes wet.

Possible Cause

• You have selected a mode (such as WEIGH-ON-THE-WAY® (W-O-W®) mode) that requires mail be fed though the mailing system.

Solution

1. Change the weighing method.