SendPro Mailstation Common Errors Support

Issue

The screen is blurry, faded or has a halo image.

Cause

This issue is related to the device being unable to complete scheduled software downloads due to network issues.

Solution

1. Disconnect the power cord from the back of the machine.

2. Leave it unplugged overnight.

3. Plug the power cord back in firmly.

4. Tap the power button.

Issue

The device does not print well or at all.

Cause

There is a problem with the ink cartridge or the print nozzles need cleaning.

Solution

If you have printing issues, try the solutions in order.

Solution 1: Check the ink cartridge

1. Make sure you install a Royal Mail Approved Mailcoms franking ink cartridge.

2. If you need ink, order a Royal Mail Approved Mailcoms replacement ink cartridge on our site.

If you still need help, try Solution 2.

Solution 2: Run a test pattern and clean print nozzles

Run a test pattern to assess print quality. Clean the print nozzles if you print a bad quality test pattern.

1. Tap “Settings” on the Home screen.

2. Tap “Ink Functions”.

3. Tap “Print Test Pattern”.

4. When the screen says “Create a Test Print”, insert an envelope or tape sheet into the slot, pushing in all the way to the back and right. The device clamps the letter and prints postage. The power button flashes while the device prints.

5. When the test print envelope is released by the device, compare the printed test pattern to the ones on the screen.
5a. If the test pattern looks good, like this sample good print:

– Tap “Good Test Print”.
– Tap “Continue”.
– Tap the “Home” icon to return to the Home screen.

5b. If there is no print at all, or if the test pattern has broken lines or smears like this sample bad print, then clean the print nozzles.

– Tap “Bad Test Print”.
– Tap “Clean Print Nozzle”.
– Tap “Next”.
– Tap “Done”.
– Tap the “Home” icon to return to the Home screen.

If you need further assistance, please contact your franking machine supplier.

Issue

Steady red power light.

Cause

An internal error has occurred.

A steady red light may be an indicator there is no ink cartridge installed.

Solutions

If you see a steady red power light during installation and before you have installed the ink cartridge, this is as expected, follow the on-screen prompts. The power button will turn steady white after you install the ink.

If you see a steady red power light when you are using the machine, try these solutions in order:

Solution 1: Check Ink

Check to see if ink is installed.

Solution 2: Restart the device

1. Hold the power button until the screen displays “Shutting Down”.

2. Once off wait 5 seconds.

3. Tap the power button.

Solution 3: Physically disconnect and reconnect the device

If the device does not shut down with the power button

1. Disconnect the power cord from the back of the machine.

2. Wait ten seconds.

3. Plug the cord back in firmly.

4. Tap the power button.

Issue

The screen freezes while you are using the device.

Solution 1: Restart the device

Allow the device up to 10 minutes on the frozen screen before attempting troubleshooting. After 10 minutes try these resolutions in turn.
1. Hold the power button until the screen displays “Shutting Down”.

2. Once off wait 5 seconds.

3. Tap the power button.

Solution 2: Physically disconnect and reconnect the device

If the device does not shut down with the power button

1. Disconnect the power cord from the back of the machine.

2. Wait ten seconds.

3. Plug the cord back in firmly.

4. Tap the power button.

Issue

The device has a flashing red power light and you can not process mail.

Cause

An internal error has occurred.

Solution 1: Check orange locking device

Ensure you have removed the orange locking device from the printer carriage found inside the ink door.

Solution 2: Restart the device

1. Hold the power button until the screen displays “Shutting Down”.

2. Once off wait 5 seconds.

3. Tap the power button.

Solution 3: Physically disconnect and reconnect the device

If the device does not shut down with the power button.

1. Disconnect the power cord from the back of the machine.

2. Wait ten seconds.

3. Plug the cord back in firmly.

4. Tap the power button.

Issue

The power light is flashing blue while your device is displaying the Home screen.

Cause

A firmware update failed to complete.

Resolution

Restart the device.

1. Disconnect the power cord from the back of the machine.

2. Wait ten seconds.

3. Plug the cord back in firmly.

4. Tap the power button.

Issue

The device displays the message “Your rates are out of date” when you re-power after fully shutting down.
error-your-rates-out-of-date

Cause

Your device needs to check that all rates updates are complete and current.

Solution

1. Tap “Restart now”.

2. Allow your device to restart and then wait until the error disappears and the home screen appears. The wait is approximately 15 minutes because background updates and checks are made.

Issue

The screen is flickering.

Solution 1: Restart the device

1. Hold the power button until the screen displays “Shutting Down”.

2. Once off wait 5 seconds.

3. Tap the power button.

If the issue is not resolved, perform a hard restart.

Solution 2: Perform a hard restart

1. Disconnect the power cord from the back of the machine.

2. Wait ten seconds.

3. Plug the cord back in firmly.

4. Tap the power button.

If you need further assistance, please contact your franking machine supplier.

Issue

The power light is flashing blue, and the screen is frozen at “Updating Printer Firmware”.

Solution

Firmware updates can take up to 10 minutes to complete. If this time has elapsed and the update has not completed, restart the device.

1. Disconnect the power cord from the back of the machine.

2. Wait ten seconds.

3. Plug the cord back in firmly.

4. Tap the power button.

If you need further assistance, please contact your franking machine supplier.

Issue

The screen is blank or black.

Cause

A software update failed because the device could not connect to the internet.

Solution

1. Disconnect the power cord from the back of the machine.

2. Wait ten minutes.

3. Connect the device using an available hard-wired connection (if you were using wireless, this is only temporary until the screen is restored).

4. Plug the power cord back in firmly.

5. Tap the power button and wait ten minutes.

6. (Optional) Once the screen is restored, you can put the device back on a wireless connection.
If the issue is not resolved, there may be a connection issue. Verify the LED lights where the Ethernet cord plugs into on the back of the machine.

– If there are no lights, verify the LAN port (your wall or router) you’re using is active or try another available LAN connection.

– If there are both green and amber lights or only an amber light, have your IT administrator review Advanced connectivity requirements for the franking machine which can be found in our connection support for this franking machine.

What to do if you are still unable to connect?

Contact your IT department or the person who manages the IT settings in your business.

Ask them to verify that the network settings comply with the networking and connectivity specifications in Advanced connectivity requirements for the franking machine which can be found in our connection support for this franking machine.

Issue

Your device is frozen on the message “Please wait while we prepare your device”.

Cause

Internal error.

Solution 1: Reset the device

Allow the device up to 10 minutes on the frozen screen before attempting troubleshooting.
1. Disconnect the power cord from the back of the machine.

2. Wait ten seconds.

3. Plug the cord back in firmly.

4. Tap the power button.

If your device freezes on that screen again, go to the next step.

Solution 2: Connect an Ethernet cable

1. Tap “Settings”.

2. Connect the device using an available Ethernet connection (if you were using wireless, this is only temporary until the unit is restored).

3. Plug the power cord back in firmly.

4. (Optional) Once the issue is resolved, device can be put back on a wireless connection.

Issue

The device is not connected to the internet.

Cause

Internet issues may be caused by problems with the internet connection (wired or wireless), settings or a firewall.

Solution

View your current internet settings to see which connection type is currently selected.

1. Tap Settings.

2. Tap the right arrow to advance to the next page.

3. Tap Network Settings.

To troubleshoot internet connection issues visit our connection support.

Issue

When you place a letter on the scale, the weight displayed does not change or is obviously incorrect.

Cause

Internal error.

Solution 1: Zero the scale

1. Remove any items from the scale.

2. Tap “Weight”.

3. Tap “Zero Scale”.

Solution 2: Connect scale to a different USB port

Simply remove the USB cable from one port and insert it into another.

Solution 3: Restart the device

1. Hold the power button until the screen displays “Shutting Down”.

2. Once off wait 5 seconds.

3. Tap the power button.

Solution 4: Hard reboot the device

1. Disconnect the power cord from the back of the machine.

2. Wait ten seconds.

3. Plug the cord back in firmly.

4. Tap the power button.

If required you can print postage with a future date up to 7 days in advance.

1. Tap the date on the home screen.

2. Tap “Advance Date”.

3. Tap “Select date to print”.

4. Select the date to print from the calendar

5.Tap “Apply”.

To switch between classes:

1. Place your mail piece on the scale or enter the weight manually.

2. Tap the arrows at the top of the display to choose from available classes.

To send international mail, you must set the destination country.

1. Place your envelope on the scale or enter the weight manually.

2. (Optional) If accounting is enabled, tap “Cost Account” to select an account, or leave the default account selected.

3. Tap the arrows at the top of the display and scroll to “Custom Job”.

4. Tap “International”. Previous destination countries will be displayed in a list and can be selected before proceeding to Step 8.

5. To search for a new destination country. Tap “Search Country”.

6. Using the on-screen keyboard, type the country name or the first letter of the destination country, then tap “Search”.

7. Select the country from the list. You may have to scroll using the arrows.

8. Select the class of mail you wish to send.

9. The Home screen will show the two-letter code for the destination country. Insert the letter into the device, pushing in all the way to the back and right. The device will clamp the letter and print postage. The power button will flash while the device is printing.

10. When the device finishes printing, remove the letter. Do not pull the letter out of the machine while the power button is flashing.

11. To reset the destination to UK, tap “Reset” on the home screen.

The current Royal Mail rates are always loaded on your franking machine.

Your franking machine updates Royal Mail postal rates automatically.

Your franking machine always prints postage using the current Royal Mail rates because the device pulls the latest rate information from the Cloud.

Follow these steps to clear or reset the number of mail pieces sent on the franking machine. Make certain that you want to delete the piece count information. Once you do, you cannot restore the data.

1. Tap “Settings”.

2. Tap the right arrow to advance to the next page.

3. Tap “About Device”.

4. Tap “Usage Counters”.

5.Tap “Reset Batch Count”.

When moving your franking machine, ensure that you keep it level. Do not lift the device by the grey feed deck.