DM110i/DM160i/DM220i Common Errors Support

Watch this video to learn how to advance the date for franked mail on your franking machine.

To advance the date for franked mail please follow the following simple steps:

1. From the home screen, press the “options” button.

2. Select the top option in the list “Advance the date”.

3. Choose the date you would like to frank for by adding one day at a time.

4. Once you have your desired date press continue.

5. You will now be able to frank at the desired date.

Please Note: Always check the date before franking to ensure you are using the correct date.

Watch this video to learn how to check for updates / update the postage rates on your franking machine.

To check for updates / update the postage rates please follow the following simple steps:

1. From the home screen press “Options”.

2. Page down until you see “Connect-Data Centre”, select this option.

3. Press the top option “Uploads & Downloads”.

4. If there are any updates available, the machine will upload the files.

5. Once complete follow the steps on the screen to return home.

Watch this video to learn how to perform a surcharge payment on your franking machine.

Follow these steps to perform a surcharge payment:

1. From the home screen, press ‘select a carrier’. Two options will be displayed: Royal Mail & Surcharge

2. Select Surcharge payment.

3. The screen will then display Surcharge again. Select this option.

4. The screen will then display ‘Class Surcharge Option’ and a cursor will be flashing in the top right hand corner. This is where the value you enter is displayed. Enter the required value.

• Select the green button Yes/Enter if the amount entered is correct.

• Select the red button No if the amount entered is incorrect and this will take you back a screen.

5. Finally after you have selected the green button Yes/Enter to confirm above then you will be asked to confirm the amount – Select the green button again to confirm.

You should now be able to print your impression.

The franking machines occasionally might have contrast issues with the machines screen. If this is the case then you may be seeing a blue or blank screen, and this is a contrast issue. Fortunately it is easy to fix. Below you will be able to find out what this means and how to potentially resolve the issue.

How to fix a blank screen or a blue screen

1. Turn of your franking machine and let it power down correctly. Give the machine a few minutes to do this.

2. Turn on your franking machine and let it power up correctly. Give the machine a few minutes to do this.

You will now still see a blank screen and you will be fixing this issue ‘blind’.

3. Press the Options button.

4. Press the bottom button on the left hand side of the screen. You will see three buttons, click the bottom button.

4a. IF your screen is blue, press the second button down on the left hand side of the screen (- button). Press this several times.

4b. IF your screen is blank, press the first button down on the left hand side of the screen (+ button). Press this several times.

The franking machines occasionally may show flashing lights on the navigation panel. If this issue seems to be occurring on your franking machine, then this can be easily fixed. Read below to see how to potentially fix flashing up, flashing down or flashing power lights on these franking machines.

How to Solve

1. Remove Connection cable from the franking machine. This could be the LAN, PC or Analogue Phone cables.

2. Reboot the machine at the mains without the connection cable plugged in. Power cable only.

3. This should clear the problem.

Issue

Your franking machine keyboard sticks or does not respond.

Cause

The keyboard can become faulty due to normal wear and tear.

Resolution

1. Remove the power lead so that the screen goes blank.

2. Buttons that are not stuck down make a gentle click when pressing. If any key seems to be stuck under the plastic cover of the franking machine, use the blunt end of a pen to gently push the key affected down slightly and see if you can centralise it back to its original position. You may need to test all the keyboard keys if it is not obvious which key is stuck.

3. Replace the power lead.

4. Test the keyboard by pressing any of the keys when the franking machine returns to the home screen.

Issue

Some Royal Mail services are not showing on my franking machine.

Cause

Certain Royal Mail services do not appear on your franking machine for certain locations

Resolution

Royal Mail does not offer all of its services to all countries. For example, while International standard is available to a wide range of countries, International tracked / tracked and signed is only available to countries where the delivering part offers these services.

Issue

My franking machine changes the date at 5pm.

Cause

Royal Mail requirements.

Resolution

The date on your franking machine changes to the next day at 5pm every evening in order to meet Royal Mail requirements. You can still post your mail as usual. The exact date and time is included within the 2D bar code on the frank.

Issue

Mail Exceeds Weight Limit or Capacity is displayed on your franking machine screen.

Cause

This error displays because the item being weighed is too heavy for the class selected.

Resolution

Refer to the Royal Mail rates guide to ensure that the item is within the guidelines set by Royal Mail.

If your franking machine is damaged due to flood, fire or any natural disaster please contact your office contents insurance provider to make a claim.