Mailstart+ Error Codes

Watch this video to learn how to reboot the franking machine to remove error codes.
To reboot the franking machine to remove error codes, please follow the below instructions: 1. Turn the machine around so you can see the back. 2. Remove the main power cable from the back of the machine. 3. Wait 10 seconds, the reinsert the power cable to reboot the machine.

The franking machine may occasionally show an Error Code DE00. Below you will be able to find out what this means and how to potentially resolve the issue. See if we can help you below.

Error Message

Your franking machine will show the error message: General Task Exception Error

What it means

This is a general connection error. 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 machine may occasionally show an Error Code 1811, also known as a gateway error. Below you will be able to find out what this means and how to potentially resolve the issue. See if we can help you below.

If you are getting a problem with you machine connecting and are getting error 1811 or Gateway error (this can vary with different error codes). Please follow the steps below.

• Remove the power cables from both the Mailcoms communication device and the Franking machine.

• Wait ten seconds to ensure that the power is completely off.

• Put the power cable back into the communication device first. It’s important you do this first as we need the communication device to establish an internet connection before we power up the machine.

• Wait another ten seconds.

• Put power cable back into the franking machine and wait for the machine to initialise.

• Once the machine has initialised please re-test your connection.

If the above steps do not work, repeat the steps above a further 2 times.

If you are still having issues after retrying then you will need to contact your IT department to ensure your internet system is not preventing the machine from connecting.

If your franking machine displays a “Low Sector” message and will not process mail, then the main reason for this is that the internal franking machine software has failed.

To solve this problem please follow all the steps listed below.

1. Restart the franking machine. Follow these steps to restart safely:
a. Unplug the power cord from the back of the franking machine.
b. Wait one to three minutes.
c. Plug the power cord back in, ensuring that it is plugged directly into a wall outlet.

If you need further assistance, please contact us.

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

The franking machine displays one of the following error codes and may not print:
– P2B4B
– P2B4D
– P2B42, P2B43, P2B44, P2B45, P2B46

Cause

There may be an obstruction in the print area, or the franking machine may have developed a fault.

Resolution

1. Power down the franking machine by removing the power lead from the back.

2. Once the screen has gone black, open the cover.

3. If the franking machine is a new install, ensure that any packing and shipping tape has been removed from inside the franking machine (The shipping tape is a strip of yellow or blue tape).

4. Check for any obstructions in the meter (jammed paper or a label, paperclip, etc).

5. There is a square metal plate located on the right hand side with a crease running down the centre. Gently press down on the square metal plate inside the meter several times to ensure that it is not obstructed.

6. Leave the cover open and replace the power lead.

7. As the franking machine begins to initialise it will make whirring noises and the square metal plate area should move.

8. Once the franking machine goes silent, close the cover.

Issue

Your franking machine displays Error 104 when trying to add funds.

Cause

You must add postage in multiples of £10.

Resolution

Follow these steps to add postage to your franking machine:

1. Press the “Funds” key. The display shows the postage funds available in the franking machine.

2. Press “Review (down)” to scroll to Refill Postage?

3. Press “Enter/Yes”. The franking machine will display the last amount refilled.
– Press “Enter/Yes” to add the same amount.
– Press “Clear” to enter a different refill amount in multiples of £10, then select “Enter/Yes”.

4. Press “Enter/Yes” again to confirm the amount. The franking machine connects to the Data Centre. Status updates display on the franking machine screen to show your progress.
Note: If the franking machine is unable to connect to the Data Centre, see the Connection support for your franking machine or contact your franking machine supplier.

5. When the process is complete, the franking machine will display a confirmation message. Press “Enter/Yes” to continue.

6. You will be prompted to print a receipt – confirm with either the “Yes” or “No” button.

7. The franking machine will check for any pending downloads, for instance new rates or software updates. Follow any prompts to download and install any updates.

8. Once the process is complete the franking machine will return to the Home screen.

Issue

The franking machine displays error code P201F and may not print.

Cause

This error occurs when the franking machine has not connected to the Data Centre within the past 90 days.

Resolution

UK and Ireland postal regulations require that a meter be inspected periodically. This inspection occurs automatically when your franking machine is refilled with postage, when your system connects to the Data Centre to perform a balance enquiry, or to perform a data upload.

If a connection to the Data Centre does not occur within a 90 day period, the franking machine will display a P201F error code. Until a successful connection is made, the franking machine is locked and cannot print postage.

The error can be cleared by connecting to the Data Centre:
1. Press the “Funds” key.

2. Press “Review (down)” and press “Enter/Yes” at the Check Balance Available prompt.

3. The franking machine will connect to the Data Centre and display your available balance.
Note: If the franking machine is unable to connect to the Data Centre, see the Connection support for your franking machine or contact your franking machine supplier.

4. When prompted to add postage, press “Enter/Yes” if you wish to add funds to the franking machine, otherwise press “No”.

5. The franking machine will check for any available updates:
– If updates are available, select “Get update now”. Updates will download and install automatically.
– After the updates have been installed, follow the prompts to return to the Home screen.

6. If the P201F message is not cleared, restart the franking machine:
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.

If the message is still present when the franking machine boots up, reattempt a connection by following steps 1-4.

Issue

The franking machine displays error codes 0810 or 081B.

Cause

The franking machine has 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 the other error message that appears.

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 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 displays System fault 2303 or 2309 and will not feed mail.

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 error codes:
– 24A1
– 24A2
– 24A3
– 24A4
– 24A5

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

The franking machine is displaying error codes 110c, 1103, 11DA or 1109.

Cause

These error mean that the rates software is not available on the franking machine.

Resolution

1. Ensure the franking machine is connected to either your network if using a wired or wireless connection, your PC if using PC meter connect or an analogue phone line.

2. Remove the power lead and wait ten seconds. The display will shut down.

3. Next, replace the power lead.

4. When the franking machine has initialised, press the “Funds” button.

5. Press the “Review down” key three times until Check Balance Available displays. Press “Enter/Yes”.

6. The franking machine connects into the Data Centre. The screen displays the status of the connection and should eventually display Prepaid xxxx. Press “Enter/Yes”.

7. The franking machine displays “Refill Postage?” Press “No”.

8. When the franking machine displays System Update Required – please wait, press “Enter/Yes”.

9. Eventually the franking machine displays Software download complete. Press “Enter/Yes”. The franking machine also displays Rate data installed. Press “Enter/Yes”.

10. If the franking machine asks you to print a download report press “No”.

11. The franking machine should return you to the home screen and any errors should be resolved.

Issue

Your PC shows Windows Error 2809 when installing PC Meter Connect.

Cause

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.

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.

Issue

Your franking machine displays error code P2B4C and may not print.

Cause

Your print head may be approaching the end its lifespan or may be defective.

Resolution

Reseat the print head by performing the following:

1. Press the “Clear” key to clear the error. If error does not clear, restart the franking machine. Unplug the power lead for 1 minute and plug it back in. If error will not clear, contact customer support.

2. Press the “Menu” key. Use the menu button to advance the display screen to Use Ink Functions. Press Enter/Yes.

3. Advance the display screen to Install new print head? Press “Enter/Yes”.

4. Open the top cover.

5. Press the unlock symbol to open the ink cartridge cover.

6. Remove the ink cartridge by angling it towards you while lifting. The cartridge may leak from the bottom – place it on a tissue.

7. Press together the two small tabs at the bottom of the ink cartridge holder. Swing this piece upward and back.

8. Remove the old print head by lifting one of the black tabs and pulling the print head toward you. Do not discard the print head.

9. Reposition the print head by sliding it into place at a slight backward angle.

10. Swing the print head guard down until it clicks into place.

11. Re-insert the ink cartridge, angling the cartridge down and back.

12. Swing down the ink cartridge latch. To close it, press down on the green circle nearest to you.

13. Close the top cover and press “Enter/Yes”.

14. Press “Enter/Yes”: the system will go through a process to install the ink into the print head. This may take a few minutes.

15. Insert a tape sheet or envelope to print a test pattern.

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 “Low Funds: Refill Postage?”

Cause

The amount of postage on the franking machine is below the Low Funds Warning threshold.

Resolution

The message can be cleared by pressing the “Clear/Back” key.

The message will return until funds are added to the franking machine to bring the postage balance above the Low Funds Warning threshold.

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 will not print due to a Waste Tank Full or Waste Tank Near Full message.

Cause

Sensors in your franking machine detect that the Waste Tray, also known as an Ink Pad or Waste Tank is full or nearly full of ink.

The Waste Tray is a foam sponge that sits in the drawer underneath your franking machine and collects excess ink.

Resolution

Your franking machine will display a message when its Waste Tray (also called a Waste Tank) has neared capacity, this message often displays prematurely.

To check the Waste Tray:

1. Remove the waste tray from the back of the franking machine by sliding the light blue switch to the right and pulling out the waste tray.
Note: If the sponge (ink tray) is completely covered with ink, contact our support. Please have your franking machine type (PCN) and Serial Number (Meter #) ready, these can be located on a white sticker at the back of the meter.

2. To clear the error – press the “Clear/Back” key.
Note: The message will clear when you press Clear, but the issue is not yet resolved.

3. Press the “Menu/Options” key.

4. Press “Review (down)” until the screen displays “Use Ink Functions”.

5. Press “Enter/Yes” key.

6. Press “Review (down)” until the screen displays “Replace Ink Tray”.

7. Press “Enter/Yes”. The screen will display “Install Ink Tray”.

8. Press “Enter/Yes”. The screen will display “Enter in Code From Instructions: xxxx”.

9. Enter the code “..57” (dot, dot, 5, 7).

10. Press the “Enter/Yes” key.

11. At the “New Waste Tray Installed?” screen, press the “Enter/Yes” key.

Issue

When attempting to select a class, the message Select a Carrier appears.

Cause

The “Select a Carrier” message indicates a class needs to be selected before franking.

Resolution

1. Royal Mail appears on the screen. Press “Enter/Yes”.

2. 1st Class appears. Press “Enter/Yes” if you want to send your post by First Class. Press “Review Down” to select a different class.

3.Depending on your class selection, the size of the mail piece appears. Press “Enter/Yes”. Press “Review Down” to select a different size.

4.You are returned to the Home screen. Feed the envelope or tape sheet into the franking machine to print the frank.

Issue

Your franking machine displays the message Envelope not detected and will not print.

Cause

This message can appear because you have not fed the envelope far enough to the rear and the right of your franking machine. It can also be caused by jammed material such as paper or alternatively it can be caused by a sensor issue.

Resolution

1. Ensure you feed the mail piece against the rear wall of your franking machine and then fully over to the right. This allows the sensor to detect the mail piece.

2. Power down the franking machine by removing the power lead from the back.

3. Once the display has gone off, open the cover.

4. If the meter is a new installation, ensure that any packing and shipping tape has been removed from inside the franking machine. The shipping tape is a strip of yellow or blue tape.

5. Check for any obstructions in the franking machine (jammed paper or a label, paperclip, etc).

6. There is a square metal plate located on the right hand side with a crease running down the centre. Gently press down on the square metal plate inside the franking machine several times to ensure that it is not obstructed.

7. Close the cover and power the franking machine back up again by replacing the power lead.

8. Test again by attempting to feed the mail piece.

Issue

The “Ink Low” message displays after you install a new ink cartridge.

Cause

The newly installed ink cartridge is either low on ink, damaged or old.

Resolution

Troubleshoot issues with your newly installed ink cartridge to resolve the “Ink Low” message.

– Ensure that the newly installed ink cartridge is brand new.
– Ensure that all of the plastic wrapping has been removed from the ink cartridge.
– Ensure the cartridge has been purchased within the last two years, as the ink inside the cartridge can dry up over time.

Issue

“Account Needed to Print Postage” message displays on the franking machine.

Cause

– If you use the accounting feature, you must select an account before printing.
– If you do not use the accounting feature, you have turned on accounting in error.

Resolution

If you use accounting, you must select an account to print postage. If you don’t use accounting and you have accidentally turned it on, you must turn it off.

Solution 1: If you use the accounting feature

1. Select an account from the list to proceed.

Solution 2: If you do not use the accounting feature

1. Turn off accounting to print postage on your franking machine.
a. Push Options.
b. Press Review (down) and select Use account function.
c. Press Review (up) and select Turn off accounting.

Issue

The “Preparing Ink” message shows continuously after installing a new ink cartridge or when installing your franking machine.

Cause

This message can indicate that the franking machine is frozen or that there is an issue with the ink cartridge or the franking machine.

Resolution

Follow these steps to restart the franking machine safely:

1. Unplug the power cable from the back of the franking machine.

2. Wait one to three minutes.

3. Plug the power cable back in, ensuring that it is plugged directly into a wall outlet.

Issue

“Invalid Account Number” message displays when installing or refilling your franking machine.

Cause

You may have an issue with your online account.

Resolution

You may need to resolve an issue with your online account if “Invalid Account Number” displays when you install or refill your franking machine. Contact our support to assist.

Issue

The franking machine displays the message “Low Battery” or “Battery Urgent”.

Cause

The internal battery is close to the end of its life.

The battery is part of the internal franking machine security device that protects your postage funds. If you ignore this message and the battery reaches end of life, you will lose your postage funds.

Resolution

Contact our support as soon as you get this message to discuss a battery replacement. If the battery reaches the end of its life, you will lose your postage funds. You cannot replace the battery on your own.

Temporary Solution:
Press the “Clear/Back” button to clear the message. Once you clear the message, you can run mail. This solution is temporary. Depending on the state of your battery, this may be unsuccessful.