DM110i/DM160i/DM220i Error Codes
We have recently been informed that there is a potential fatal error code 2E17 that is coming up on some franking machine models. If you currently use any of these models of franking machines, please read below.
The 2E17 fatal error is caused when the Tracking Services archive in the Flash Memory gets corrupted.
Your machine will display an error message informing you to not disconnect from the power. It is vital that you DO NOT POWER OFF the franking machine during this upload and immediately contact Mailcoms so that we can assist with next steps. Please note this message should disappear once the meter has updated which can be between 1-5 minutes but if it is best practice to contact us in the first instance so we can assist.
Please contact us on any of the details below:
Call: 01543 572 776
Email: info@mailcoms.co.uk
Live Chat
If you decide to ignore this warning on the franking machine screen during the Flash Memory upload, then the franking machine will become unrecoverable.
This may result in the loss of all data stored within the franking machine which will also include any postage funds should you fail to adhere to the instruction message.
Please see photos below for the different franking machine models, showing the warning not to power off. This message will appear while the upload is being processed and if you power off during the upload, then the 2E17 error appears.
Here are the machine screens that appear during the Flash Memory upload:
Mailbase Lite, Mailbase, Mailbase Pro, DM110i, DM160i & DM220i Franking Machines:
Mailbase+, Mailbase Speed, DM300M & DM400M Franking Machines:
The franking machines occasionally show a DE Error Code. These issues tend to be due to connection issues and can all be resolved easily. Below you will be able to find out what the DE error codes mean and how to potentially resolve the issue. See if we can help you below.
DE Error Codes
DE00 – General Task Exception Error
DE01 – GFX_VALIDATE_ERROR, GFX file validation error after download
DE02 – GFX_INSTALL_ERROR, GFX file installation error after download
DE03 – XML_ATTR_NUM_ERR, Invalid number of attributes
DE04 – XML_ATTR_NAME_ERR, Invalid attribute name
DE05 – XML_STRUC_ERR, Invalid XMS structure
DE06 – XML_REPLY_ERR, XML reply error
DE07 – XML_PARSE_ERR, XML parse error
DE08 – MEMORY_ERR, No memory
DE09 – NULL_ARGUMENT, NULL argument
DE0A – ADD_DEVICE_ERR, Failed to add device
DE0B – NULL_PTR, NULL pointer
DE0C – INVALID_PTR, INVALID pointer
DE0D – IT_MSG_ERR, Intertask message error
DE0E – INVALID_MSG, Invalid message
DE0F – INVALID_URL, Invalid URL
DE10 – NO_RATE_MGR, No rate manager found
DE11 – SOCKET_CREATE_ERR, Failed to establish socket
DE12 – SOCKET_CLOSE_ERR, Failed to establish socket
DE13 – DNS_HOST_ERR, Unable to resolve DNS host
DE14 – SRV_CONN_ERR, Server connection error
DE15 – DATA_TX_ERR, Failed to send data
DE16 – DATA_RX_ERR, Failed to receive data
DE17 – INVALID_UPDATE_TYPE, Invalid update type
DE18 – UNDEFINED_UPDATE_TYPE, Undefined update type
DE19 – FTPC_OPEN_ERR, Failed to open FTP session
DE1A – FTPC_LOGIN_ERR, Failed to login FTP session
DE1B – FTPC_CHDIR_ERR, Failed to change directory
DE1C – FTPC_TYPE_ERR, Failed to change transfer type (binary)
DE1D – FTPC_CLOSE_ERR, Failed to close FTP session
DE1E – FTPC_TIME_OUT, FTP session Timed out
What they mean
DE error codes in general means a connection error has occurred. It can occur when you are trying to connect with the Data Centre. It could be caused by any of these conditions:
1. The Data Centre is not set up to communicate with your franking machine.
2. There is some other type of network problem.
3. If using PC Meter Connect, it might not be connected or isn’t working properly.
Resolution
To resolve this issue, these are some of the things to consider:
1. Is this your first postage refill? If so, contact Mailcoms to make sure your franking machine is linked to your postage account.
2. There may be a network communication problem. Check your modem, router and other network connections.
3. Have you reached your credit limit? Do you have funds available to download?
4. If using PC Meter Connect software, make sure you have the most current version. Check to see if your USB cable is connected. If you want to try an analogue line instead of PC Meter Connect, make sure the USB cable is disconnected BEFORE you reboot your system.
5. Reboot your system. If this fails, perform a complete shutdown of the machine and reboot your system after three minutes.
The franking machines may occasionally show a printer error code. These error codes tend to be due to printer issues. As a result your franking machine will not be printing correctly and it may show an error code like the ones you see below. Below you will be able to find out what the printer error codes mean and how to resolve the issue. See if we can help you below.
Printer Error Codes
0102, 0104, 0106, 0107, 0110, 0112, 0116, 0306, 0308, 0309, 2003, 2303, 2305, 2306, 2307, 2308, 2309, 2400, 2401, 2444, 2446, 2447, 2503, 2507, 2518, 24A1, 24A2, 24A3, 24A4, 24A5, 030D, 0324, 0325, 0326, 0327, 0328, 0329, 0802, 2304, 2304, 010E, 030D, 030E, 032A, or 032B.
Resolution
You may be able to clear the error by restarting your franking machine and cleaning the print head.
Follow these steps for a safe restart:
1. Unplug the power cord
2. Wait one to three minutes
3. Plug the power cord back in, ensuring that it is plugged directly into a wall outlet
If the error returns after restarting your franking machine, follow these steps to clean the print head:
1. Remove the scale
2. Open the ink door
3. Select Change Ink Tank
4. Once the printer carriage has moved to the front position, open the green latch
5. Remove the ink tank
6. Pinch the grey levers together, and remove the print head
7. Using a link free cloth, remove any excess ink, and wipe the print head
8. Carefully remove any ink that is on the gold-colored print head contacts on the meter
9. Reinstall the print head, making sure the grey levers click in place
10. Reinstall the ink tank
11. Close the ink door
12. Reinstall the scale
13. If the issue is unresolved after following these steps, contact customer support from 8 am to 8 pm Eastern Time. Have your model number ready.
The issue here is that the franking machine displays “Error 104” when trying to add postage. Please note: You must add postage in multiples of £50 (i.e.£50, £100, £200, etc).
To resolve, follow the below instructions.
1. Press the “Clear” key until the home screen is displayed.
2. Press the “Add Postage” key. The display shows the postage funds available in the meter.
3. Select “Add Another Amount”.
4. You must add postage in multiples of £50 (i.e.£50, £100, £200, etc), then select “Continue”.
5. Press “Enter” to confirm the amount.
6. The machine will connect to the server and displays Connecting, Processing and Adding Postage.
7. You will be prompted to print a receipt – confirm with either the “Yes” or “No” button.
8. The meter will check for any pending downloads, for instance new rates or software updates. Follow any prompts to download and install any updates.
9. Once the process is complete, the meter will return to the Home screen.
The franking machines may occasionally display the following error codes due to a software fault.
– 24A1
– 24A2
– 24A3
– 24A4
– 24A5
Resolution
You may be able to clear the error by restarting your franking machine and cleaning the print head.
Follow these steps for a safe restart:
1. Unplug the power cord.
2. Wait one to three minutes.
3. Plug the power cord back in, ensuring that it is plugged directly into a wall outlet.
Occasionally the franking machine will display error codes 110c, 1103, 11DA or 1109. This is due to the postage rates software is not available on the franking machine.
Resolution
1. Ensure the franking machine is connected to the internet through:
– your network, if using a wired or wireless connection
– your PC, if using PC Meter Connect
– an analogue phone line.
2. Power down your franking machine by removing the power cable from the back of the franking machine.
3. Wait 10 seconds.
4. Reboot your franking machine by plugging the power lead back in.
5. Press “Add Postage” when the franking machine initializes.
6. Select “Check PbP Balance”.
7. The franking machine connects to the Data Centre, and the PBP balance screen displays.
8. Select “No” to skip adding funds.
9. The machine checks for downloads and installs the new rates.
10. When the update completes, follow the prompts to return to the Home screen.
Occasionally the franking machine will display error code 2809. Error 2809 occurs when the drivers used to run PC Meter Connect are not being installed properly. This is normally due to anti-virus, windows firewall or some other type of security on the network.
Resolution
Please consult your IT team to complete the PC Meter Connect installation.
Occasionally the franking machine will display error codes 0810 or 081B. This is to the franking machine having experienced an internal error preventing normal operation.
Resolution
This error is always accompanied by another error.
Press the “C” or “Clear” key to clear the error. If the error does not clear right away please restart the franking machine.
Now search our support for the other error message that appears.
Occasionally the franking machine will display error codes 2442 or 2443. This error usually occurs because the latch that locks the ink cartridge in place has not been inserted properly.
Resolution
1. Remove the scale from the top of the franking machine.
2. Lift the ink cartridge cover.
3. Select “Replace Ink Tank”. The ink cartridge will move forward.
4. The green latch locks the grey ink cartridge cover down into a slot into the print head. Check that the green latch is locked in the correct position.
5. Close the lid, and the cartridge will move back into position.
6. The franking machine will confirm when the cartridge has installed, select “Continue”.
7. Replace the scale, ensuring that it is re-seated correctly (on the Home screen, Man Wt will be replaced by SCALE when the scale is recognised by the franking machine).
8. If the error message has not cleared, restart the franking machine. Follow these steps to restart safely:
a. Unplug the power cord.
b. Wait one to three minutes.
c. Plug the power cord back in, ensuring that it is plugged directly into a wall outlet.
Issue
The message “No print head detected” is displayed. The franking machine will not print postage.
Issue
Cause
The print head is missing from the franking machine or is faulty.
Resolution
1. Remove ink cartridge and print head from franking machine. For instructions on how to do this, see our printing support section.
2. Check for bent pins on the franking machine wall. These are brass pins that resemble staples. They are located underneath the ink cartridge.
3. If any of the pins are bent, contact Technical Support.
4. If the pins are not bent, place the print head and the ink cartridge back into the franking machine. For instructions on how to do this, see our printing support section.
5. Close the latch and the top cover.
If your franking machine displays a “error 7”, “error 0007”, “error 11” or “error 0011” when trying to add funds to your franking machine then this means the franking machine postage account has been locked. This is preventing you from adding postage. A hold may be placed due to a problem with the account, for non-payment, or to restrict franking machine refills to specific users.
To solve this problem you will need to speak with one of our team members who will be happy to assist you.
Issue
Your franking machine displays any system fault message that starts with the number 23. Some examples of these error codes are 2307, 2308 or 2309.
Cause
Your franking machine has detected an error with the print head.
Resolution
1. Turn the franking machine off by removing the power lead from the rear of the franking machine.
2. Wait 30 seconds.
3. Replace the power lead and wait for it to initialise.
Issue
The franking machine displays the System Fault ‘FLASH NEEDS INIT’.
Cause
This issue is due to a software fault.
Resolution
1. Turn the franking machine off by removing the power lead from the rear of the franking machine.
2. Wait 30 seconds.
3. Replace the power lead and wait for it to initialise.
Issue
The franking machine displays error code Invalid software error 107.
Cause
The franking machine has detected a software fault.
Resolution
1. Turn the franking machine off by removing the power lead from the rear of the franking machine.
2. Wait 30 seconds.
3. Replace the power lead and wait for it to initialise.
Issue
Your franking machine is displaying one or more of the following error codes and is unable to print postage:
– 2544
– E2544
– 2540
– Meter disabled
– 011b
Cause
Your franking machine has experienced an internal error.
Resolution
Pressing the “Clear/Back” button may clear the message. If the error does not clear, reboot the franking machine:
1. Unplug the power cord from the rear of the franking machine.
2. Wait one to three minutes.
3. Plug the power cord back in, ensuring that it is plugged directly into a wall outlet.
Watch this video to learn how to clear the error messages ‘Paper in transport’ and ‘Mail Jam’ on your franking machine.
Follow these steps to clear the error messages ‘Paper in transport’ and ‘Mail Jam’:
1. Twist the handle underneath the franking machine to check there is no paper between or under the rollers. Use a torch to see more clearly.
2. Next, you need to check and remove anything potentially in the way of or around the sensors. To clear this, use a can of air duster and blow air in and around the sensors to blow away and remove any paper or paper dust.
Issue
The franking machine cannot progress past the “Initialising” screen.
Cause
The franking machine experiences an internal error that prevents normal operation.
Resolution
Restart the franking machine to resolve this issue:
1. Unplug the power cord.
2. Wait one to three minutes.
3. Plug the power cord back in, ensuring that it is plugged directly into a wall outlet.
Issue
The franking machine displays the message Preset parameters are now invalid on power up or when loading a preset.
Cause
This error is displayed when the machine cannot load the Normal Preset (the franking machine’s default settings: Carrier, Class, Ad).
The error can relate to a scale issue. Or it might occur after a Royal Mail rate change, for example, if a Class has now been removed by Royal Mail.
Resolution
To resolve this error, first try reseating the scale:
1. The franking machine will display three different options: select “Exit”. You will be returned to the home screen.
2. Remove the scale from the top of the franking machine.
3. Replace the scale on top of the franking machine, ensuring that it is fitted properly and is level.
4. Press the “Normal Preset” key.
If the scale is working properly, but the error reoccurs, the problem may be that one of the elements of your Normal Preset (most commonly used Class, Ad and/or Text Message) is no longer available or has not been selected properly. To resolve the issue, simply select a new Class and an Envelope Message and re-save the Normal Preset. For instructions on how to do this, see our Mailbase preset support section.
Issue
Your franking machine displays the message “No Dial Tone” when you perform tasks that require you to connect to the Data Centre, such as:
– Topping up funds and checking balance
– Downloading rates and updates
Cause
Your franking machine lost its connection to the Data Centre.
The “No Dial Tone” message is a generic message for all connection methods, even those connected digitally via a Smartlink device, Communication Device or PC Meter Connect.
Resolution
Solution 1: Check all physical connections to your franking machine, attached devices or PCs to ensure that nothing is unplugged or has come loose
– Check that all wires and cables are securely connected at both ends.
– If digitally connected, check that your internet (wired or wireless) connection appears to be connected and operational in your location.
– Check if other devices in your location also lost their internet connections. If they have, follow your normal procedures to re-establish your internet connection or contact your internet provider.
– Ensure that you do not have a phone line connected to your franking machine.
– If connected via telephone line, check that your phone line is working.
– Use a spare phone handset and plug into your analogue phone line to see if you hear a dial tone. If not, then contact your phone provider.
– If your issue has not been resolved, try Solution 2.
Solution 2: Reboot your franking machine
1. Remove the power cable from the back of the franking machine.
2. Wait 10 seconds,
3. Plug the power lead back in.
If rebooting your franking machine does not resolve your issue, please contact technical support.
Issue
The franking machine displays the message No Ink Tank Detected and will not print.
Cause
The ink cartridge is missing or is not detected by the franking machine.
Resolution
1. If present, remove the scale from the top of the franking machine.
2. Open the top cover.
3. If the ink cartridge is missing, install a new one. This should resolve the system message.
4. If an ink cartridge is present, follow these steps:
a. Select “Replace Ink Tank” to move the ink carriage forward.
b. Carefully remove the ink cartridge.
c. Examine the seven gold pins underneath where the ink cartridge sat. they resemble gold staples:
– If the gold pins look okay, go to step c.
– If any pins are bent or broken, contact Technical Support. Please have your franking machine ready.
c. Remove the print head.
d. Use a dry, lint-free cloth to wipe the bottom of the print head.
e. Reinsert the print head and ink cartridge.
5. Replace the scale.
– If the scale is attached correctly, after a few seconds the Home screen will display SCALE: 0g.
– If it continues to display MAN WT, check that the scale is attached correctly.
6. Reboot your franking machine, making sure to unplug it from the power source for one full minute, then plug it back in.
Issue
The franking machine displays the message Low Sector and does not allow the Home screen to become visible.
Cause
One or more of the internal components of your franking machine fail to communicate with one another.
Resolution
Restart the franking machine. Follow these steps to restart safely:
1. Unplug the power cord from the rear of the franking machine.
2. Wait one to three minutes.
3. Plug the power cord back in, ensuring that it is plugged directly into a wall outlet.
Issue
The meter displays one of the following messages:
– Low Ink
– Ink Out
Cause
The meter’s ink tank is empty or almost empty.
– Low Ink: The meter can print approximately 300 more impressions, or remain running for six more days without printing.
– Ink Out: The ink supply is completely gone.
Resolution
If you see the message “Low Ink”
You must replace your ink cartridge soon, as your ink cartridge can only print about 300 more impressions.
1. Select Clear Message to continue using your meter.
If you see the message “Ink Out”
You must replace your ink cartridge immediately, as your ink tank is empty.
1. For instructions on how to do this, see our Mailbase printing support section.
Issue
The franking machine displays a battery warning message: “Low Battery” or “URGENT”.
Cause
One of the two internal batteries is running low and approaching end of life.
Resolution
The battery is part of the franking machine security device that protects your postage funds. If your battery is allowed to expire, you will lose this information.
Pressing the “Clear/Back” button may clear the message and allow you to run mail temporarily.
If the error remains, reboot the franking machine:
1. Unplug the power cord.
2. Wait one to three minutes.
3. Plug the power cord back in, ensuring that it is plugged directly into a wall outlet.
Issue
The franking machine displays the Mail piece too long message when feeding mail.
Cause
The franking machine detects a sensor fault.
Resolution
1. Turn the franking machine off by removing the power lead from the rear of the franking machine.
2. Use a compressed air duster to to spray along the mail path. This clears away any dust or debris that has built up over time.
3. Wait 30 seconds.
4. Replace the power lead.
5. Wait for the franking machine to initialise.
Issue
“Insert Memory Stick” or “External Memory Not Responding” messages display on the meter.
Cause
The “Insert Memory Stick” and “External Memory Not Responding” errors messages indicate:
– you have an issue with the USB memory stick plugged into the rear of your meter;
– your USB memory stick is not plugged in correctly or at all;
– you turned on InView accounting accidentally, if you do not use this feature.
Resolution
If you use the InView accounting feature and see either message:
1. Remove the power lead and wait ten seconds. The display shuts down.
2. Ensure the USB memory stick is correctly plugged in by checking the rear of your meter.
3. Replace the power lead.
4. Check to see if the error message still displays when the meter initialises.
If you do not use the InView accounting feature and see either message:
1. Press “Options”.
2. Select “Turn item on/off”.
3. If the supervisor password is enabled, you get prompted to enter the password, and then select “OK” to continue.
4. Select “Accounting”.
5. Select “Turn Accounting Off” when prompted.
6. Press “Home” to return to the home screen with no account displayed.
Issue
Cover Open message displays on your franking machine.
Cause
Either a cover is open or a switch or sensor may be malfunctioning.
Resolution
Please start by ensuring all the covers are correctly closed and no debris is blocking the covers.
If you are still seeing the “cover open” message when the covers are correctly closed, please follow the steps below:
1. Power down your franking machine via the screen options or by removing the power cable. When removing the power cable, ensure the franking machine is not connecting or updating. This will be advised on the screen.
2. Open and close all covers ensuring there is nothing stopping the covers from closing correctly.
3. Replace the power cable (if required) and turn on your franking machine.
Issue
Your franking machine displays System Fault 1EFC when you turn it on.
Cause
System Fault 1EFC displays when Inview Accounting has been turned on but the franking machine is unable to detect the USB memory stick required.
Resolution
Solution 1
1. If you are using Inview Accounting on your franking machine, remove the power lead from the rear of the franking machine.
2. Then insert the USB memory stick provided with your franking machine into one of the available slots located on the rear of the machine.
3. If you already have the USB memory stick inserted, please try unplugging it and trying the other USB port.
4. Replace the power lead and you should find the issue is resolved.
Solution 2
If you do not use Inview Accounting and are seeing this error, it is likely Inview has been turned on accidentally. To turn Inview off:
1. Press “Options”.
2. Select “Turn item on/off”.
3. If the supervisor password is enabled, you get prompted to enter the password, and then select “OK” to continue.
4. Select “Accounting”.
5. Select “Turn Accounting Off” when prompted.
6. Press “Home” to return to the home screen with no account displayed.
Issue
“Missing Graphic” message displays on the franking machine.
Cause
One or more of the required graphics is not available on the franking machine.
Resolution
Follow these steps to get graphics downloaded to your franking machine after seeing the “Missing Graphic” message.
1. Ensure the franking machine is connected to the internet through:
– your network, if using a wired or wireless connection;
– your PC, if using PC Meter Connect;
– an analogue phone line
2. Power down your franking machine by removing the power cable from the back of the franking machine.
3. Wait 10 seconds.
4. Reboot your franking machine by plugging the power lead back in.
5. Press “Add Postage” when the franking machine initializes.
6. Select “Check PbP Balance”.
7. The franking machine connects to the Pitney Bowes Data Centre, and the PBP balance screen displays.
8. Select No to skip adding funds.
9. The machine checks for downloads and installs the missing graphics.
10. When the update completes, follow the prompts to return to the Home screen.
Issue
Accounting Discrepancy xxxx has been spent without being recorded to the external memory appears on the display when trying to frank mail.
Cause
Accounting Discrepancy xxxx has been spent without being recorded to the external memory will appear if mail has been franked without having an account selected at the time.
Resolution
To continue franking mail, you will need to allocate the outstanding funds to one the accounts on your machine.
1. Select “Make a Manual Transaction”.
2. The options you choose to use will vary depending upon your manual transaction needs:
– Account: Select this option to choose an account from the available accounts on your system to run the manual transaction against.
– Class: Select this option to set the postage class.
– Postage: Select this option to set the total actual postage amount for the transaction.
– Chrg Amt: Select this option to set the total postage amount that you will be charging for the transaction. (This is the actual postage amount plus any surcharges you may want to add.) By default, this sets to the same postage as the actual postage amount.
– Piece Ct: Select this option to set the number of pieces of mail you want the manual transaction to indicate were sent.
– Weight: Select this option to set the total weight of all pieces of mail.
3. Once you have finished setting up your manual transaction, select “Done” to save your changes. The system will return to the Home Screen.
Issue
The franking machine screen displays the “Manufacturing Mode” message.
Cause
This issue is caused by a software fault.
Resolution
Restart your franking machine to resolve this issue:
1. Turn the franking machine off.
2. Wait 30 seconds.
3. Turn the franking machine back on and wait for it to initialise.
