• 01543 572 776

  • Warning: Use of undefined constant NECTAR_THEME_NAME - assumed 'NECTAR_THEME_NAME' (this will throw an Error in a future version of PHP) in /home/mailcoms/public_html/wp-content/themes/mailcoms/header.php on line 129
    was successfully added to your cart.

Common Errors

Common errors support for the Mailcoms Send Pro P1000 / P1500 / P2000 franking machines. Below you will be able to find a range of common errors support for these franking machines. Simply find what you need help with and follow our guides to see if we can support you.

Send Pro Series Common Errors Support


How to create a new job

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.


How to resolve the default job not updating after a rate download

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.


How to perform a software or rate update

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.


How to enter the mailer ID number

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 preexisting 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 preexisting jobs.

Follow these steps to edit the Mailer ID on a preexisting 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.


How to determine the software version

Follow these steps to determine the software version on your Send Pro series 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.


How to set the volume

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


Common Error Codes

Error Codes support for the Send Pro P1000, Send Pro P1500 & Send Pro P2000 franking machines. Below you will be able to find a range of error codes support for all of these franking machines. Simply find what your error code is and follow our guides to see if we can support you.


Error Code: 0418220040

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 Send Pro series:

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

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

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

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: 0195610031

Error Code 0195610031 means you cannot add postage to the franking machine or a postage refill failed.

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: 019B61000B

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

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

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

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

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

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

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

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

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

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

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 colored cover on the top of your Send Pro series.

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

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

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

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 Send Pro series back up.

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


Error Code: 03114100DF

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

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

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 Send Pro series back up.

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


Error Code: 03114100C8

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

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

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

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.

▲ Back To Top