Has your mailroom equipment stopped working and displaying a mystery error code? You may find the answers here

Take a look through this list of most frequently asked questions which should help you without even needing to pick up the phone.

Our support team are always happy to answer your questions and their knowledge and experience with mailroom equipment solves many problems over the phone, so if you can’t find the answer here, we’re happy to speak to you…

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Mailroom machine not working as it should?

Just look through these FAQs to see if the question has been answered before, most problems are solved by just looking here
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Frequently Asked Questions

  1. MODEM/LAN instructions:
  2. Press MENU then scroll down to option 13 ‘supervisor’
  3. Enter supervisor pin and press OK
  4. Select ‘Online Services’ and press OK
  5. Select ‘Generic Call’ and press OK
  6. Press OK once ‘Generic Call’ completed
  7. Press back arrow once
  8. Select ‘Default User Settings’
  9. Select ‘Default Imprint Parameters’
  10. Please check all of the following to find your slogan Default ERA / Slogan / PPI
  11. Press OK
  12. From the list select your slogan and press OK
  13. Press Power button twice to restart the machine, your slogan will
  14. now be successfully loaded
  1. First make sure your franking machine is on and displaying the “Home” screen
  2.  Open the PC meter link software on your PC
  3. Click on the “Online services” tab on the left
  4. Click on the “OLS Generic call” button
  5. Wait for “Transaction Successful” message
  6. On your franking machine press “Menu”
  7. Select “Supervisor” and press “OK”
  8.  Enter your supervisor pin and press “OK”
  9. Select “Default User Settings” and press “OK”
  10. Select “Default Imprints Parameters” and press “OK”
  11. Select “Slogan” / “Default ERA” and press “OK”
  12. Select your slogan from the list and press “OK”
  13. Press the “Sleep” button twice
  1. Press Menu and Type 1 or select the path: > Imprint
  2. Highlight Type and press OK
  3. Change Type from normal to Manual
  4. Return to the Home Screen
  5. Enter Manual Amount
  6. It may then come up with a message saying high value – ignore this and press ok
  7. To change type back, change from Manual back to Normal or switch the Franking Machine off and on.
  1. Press Menu
  2. Batch Settings – OK
  3. Then Number 2– re-set WP then OK
  1. Press Menu
  2. Option 9 (Online Services)
  3. Then select Generic Call from the list and press OK
  4. It should say schedule a Generic call

As you may be aware, your Mailmark machine changes the visible date printed at 5pm every day, in line with requirements from the Royal Mail. When the clocks go back one hour weekend, your machine will require a download in order to ensure the time chip inside is updated to reflect the change. This action will be required on the Monday after every clock change, the October clock change is the most important in this instance. It is easily updated. Simply following the instructions below and the update will be completed within 2 minutes:

  • 1.    Ensure your machine is connected to the LAN.
  • 2.    Press the Recredit Button on your Quick Keys (image of coins).
  • 3.    Select > Credit (or press 2).
  • 4.    If the system asks for a PIN code, enter the code using the keypad and press [OK].
  • 5.    The Credit Screen is displayed.
  • 6.    Enter £0.00
  • 7.    Press [OK] – this will now connect you to the system.
  • 8.    The update will be applied and the connection will close.

Please note, you can do this at the same time as applying funds if you wish, but it is not required for completing the update.

Your Franking Machine will display ‘PSD Locked’ if the machine has not connected to the funding server within the specified date limit for the type of machine you have (7 days for Mailmark metered machines, 60 days for all other machines).   To clear this message your machine must therefore connect and communicate to the Credifon funding server.  This can be achieved by performing an “Audit Call” as follows;

  • Press the Coins Key
  • Select Option 3 “Audit”
  • Press OK to confirm Audit transaction
  • The Machine will display “Meter Resetting, Audit Transaction in progress”
  • If successful the machine will confirm transaction and return to the Credit menu.
  • Press the “Home” key and your machine should be ready to Frank

If the Audit Call is unsuccessful please contact Twofold Customer Support on 0118 951 9800 or support@twofold.co.uk

If your machine is displaying “Name resolution Failure” this means that the machine has not been successful in connecting to the funding or online services servers upon request.  Please try the following;

  • Check all cables and connections are fitted properly to your machine and router
  • Power machine off and on and retry Audit/Generic Call
  • If fault persists please contact Twofold Customer Support on 0118 951 9800 or support@twofold.co.uk

If your machine has the wrong rates and is displaying old pricing, you will either need to download the new rates to the machine via a Generic Call (TFm Series) or need to load the new rates via a rate update card and/or chip for your scales (Jet+ Series).

If you own a Jet+ range Franking Machine please contact Twofold Customer Support on 0118 951 9800 or support@twofold.co.uk

See the full list of abbreviations used in the Rate Wizard here

If you have any further questions, please contact Twofold Customer Support on 0118 951 9800 or support@twofold.co.uk

To order supplies or consumables for your franking machine please contact Twofold Customer Support on 0118 951 9800 or support@twofold.co.uk

Should you need to add funds to your machine, the machine will need to connect to the funding server to download funds from your Credifon holding account.

  • Press the “Coins” Key
  • Select Option 2 “Credit”
  • Input and verify an amount to download to the machine (Minimum amount £10.00)
  • The Machine will display “Meter Resetting, Transaction in progress”
  • If successful the machine will confirm transaction and return to the Credit menu.

If your machine will not credit there are generally two reasons for this to be the case, Connection problems or insufficient funds in your Credifon Account

Please therefore carry out the following;

  • Check all cables and connections are fitted properly to your machine and router
  • Power machine off and on and retry Audit/Credit Call
  • If your machine indicates that “The Amount is Too High” please contact Twofold Customer Support on 0118 951 9800 or support@twofold.co.uk or add funds to your Credifon account.

It is very unusual for a connection error to be caused by a machine fault, usually a connection error is caused by;

  • Changes to your phone or internet network
  • Connections becoming loose, knocked or removed
  • Software issues

The first step in clearing any connection error is a full reboot of the system and checking the connections.

  • First remove all power from the franking machine (by turning it off at the plug or removing the power cable from the side of the machine)
  • Remove the phone or LAN cable from the machine (including any adaptors)
  • If you are using “PC-Meter Link” software, reboot the PC if possible
  • Leave the machine completely disconnected for at least 15 seconds
  • Reattach the phone or LAN cable and adaptors to the franking machine
  • Turn the franking machine back on at the mains power

If you are still having problems connecting this may be due to a change or fault in your phone or computer network, please select your connection type below.

 

FOR PHONE CONNECTIONS

  •  The phone line is an analogue phone line (not digital or VOIP)
  • The machine is not sharing the phone line with any other equipment that may be interfering with the phone signal
  • There have been no changes to the phone system (particularly using prefixes)
  • There are no number bars in place
  • The phone line is working
  • The phone cable is not faulty

Most of this can be checked by plugging an analogue phone into the phone cable the franking machine uses and calling the number the machine uses (0906 3420342 for IJ machine, 0906 5775775 for IS machines) if you hear a “noise” this indicates the line is ok, if not there is a fault and you will need to connect your phone provider or person who is responsible for maintaining your phone systems.

 

FOR LAN CONNECTIONS

  • Check for any changes to your network, particularly;

o   Anti-virus, firewall or security settings

o   Network / server changes

o   Speed upgrades

  • Ensure that network Port 443 is open for both inbound and out bound traffic
  • Make sure there is an exception on your firewall for access to uk-meterservices.neopost.com

Try another live internet socket / router or cable (standard network cable)

 

Manual Amount Entry

Royal Mail recently implemented a change to the franking scheme whereby all “Smart” machines will no longer have the option to manually enter a postage amount on the home screen, and for general use you will need to select a rate and weigh an item.  There are times when it is necessary to enter a manual amount (mainly if you receive a letter requesting payment from Royal Mail), to do this;

  • From the home screen on your machine press “Menu”
  • Highlight “Imprint” and press “OK”
  • Highlight “Type Normal” and press “OK”
  • Highlight “Manual Amount Entry” and press “OK”
  • Press the “Home” key
  • Enter the required amount and press “OK” (If a warning message appears, press “OK”)
  • Frank your item

The machine will automatically revert back to its standard mode when it goes to sleep.

“No Services”

This message is normal and relates to the postage rate selected

“S”

This message will be displayed if your machine is set to print a slogan or logo

“E”

This message will be displayed if your machine is set to print an external return address (ERA)

Most printing problems are caused by a dirty or faulty cartridge and with a few simple steps can be rectified without the aid of an engineer.

Step 1 – Menu Cartridge clean

  • From the home screen press “Menu”
  • Select “Cartridge” and press “OK”
  • Select “Cleaning Process”, “Clean” or “Headset Clean” and press “OK”
  • The machine will then display a “Complete” message

  Note – This is a very basic clean and you may need to do 2 to 3 to notice a difference

  • Test the print quality by printing a frank for £0.00

If you are having any weighing issues (weight displayed without weighing an item or no weight when an item is weighed), generally this can be solved by resetting the scales, which can be done one of 2 ways.

Menu scale reset for IJ machines

  • Press the “Scales” button twice
  • Press “0” key
  • Press “OK”

On some larger machines you may have this option straight from the main home screen, which will be displayed as “Reset WP”

Menu scale reset for IS machines

  • Press “Menu”
  • Select “Batch Settings” and press “OK”
  • Select “Reset WP” and press “OK”

Has this cleared the problem?

YES?

Well done, excellent news

NO?

       Remove all power from the franking machine and scales is needed (by turning it off at the mains)

  • Disconnect the scales from the franking machine
  • Leave the franking machine and scales disconnected for at least 15 seconds.
  • Connect the scales back to the franking machine

   If there are multiply ports the scales can be plugged into ensure they are connected to “Com Port 2”

  • Turn the franking machine and scales back on at the main power

Your IS machine is designed to be connected via a LAN or internet connection, if you currently have it connected to a phone line and wish to change this to a LAN connection please follow the below steps.

Before you start, you may need to check with your IT team to see if you require any specific details to allow your machine access to your network, particularly a static IP address or Proxy Server settings.

  • Remove the phone line and USB adaptor from the franking machine and store somewhere safe (neither of these are required for LAN connections)
  • Connect a standard network / internet cable from a live internet socket to the Ethernet connection on your franking machine
  • From the home screen on your franking machine press the “Menu” button
  • Select “Supervisor” and press “OK”
  • Enter your supervisor PIN number and press “OK”
  • Select “Communication Settings” and press “OK”
  • Select “Connection Type” / “Postal Access” and press “OK”
  • Select “LAN” and press “OK” (If there is not a “LAN” option, the franking machine is not detecting an internet connection, reboot the franking machine and ensure it is plugged into a live internet connection using a network cable and retry).
  • If you need to enter a static IP address or other security settings select “LAN Settings” and press “OK”
  • Enter any settings needed ensuring that;
  1.    Any IP addresses are in the standard format (i.e sets of 3 numbers separated by a decimal point), if you have not been given the information in this format add a “0” in front of any number to fill in the spaces (i.e 10.36.25.5 becomes 010.036.025.005)
  2.    To enter letters the corresponding number key will need to be pressed multiply times (i.e to enter “K” you will need to press the “5” key 3 times for uppercase and 6 times for lowercase)
  3.    If entering any letters the correct case is selected (upper or lower case)
  • Press the “Back Arrow” key twice
  • Put the machine to sleep using the “Power” button
  • Turn the machine off at the mains for 30 seconds and turn back on
  • Once rebooted test the connection by doing a “Generic call”
  1.   Press the “Menu” button
  2.   Select “Online Services” and press “OK”
  3.   Select “Generic Call” and press “OK”

If the call fails check the details entered and retry, if it still fails please follow our “Connection Problems” FAQs.

The best way to select rates on your IS range franking machine is through the “Rate Wizard”, to access the “Rate Wizard”;

  • Make sure there is nothing on your scales
  • Press the “Stamp” button
  • Press “8”

The “Rate Wizard” will ask 3 questions

  1. Rate
  2. Destination
  3. Size / Compensation

For each question select the option required and press “OK” to move to the next screen, at the end the machine will show a summary of your selection, “OK” this screen, weigh then frank your item.

Error Codes and messages on your franking machine display indicate an issue that needs to be addressed. This list includes the common Error Codes for DM100i™ and DM125™ Pitney Bowes machines and the range of Neopost and Twofold machines. This should provide you with instructions to fix your problem, and if not it should give you a bit of information you can give to us when you call in with your problem.

Trouble shooting guides - Neopost and Twofold machines

See the full guide to Event Mesages here

If you have any problems you can’t fix, please contact Twofold Customer Support on 0118 951 9800 or support@twofold.co.uk

Trouble shooting guides - Pitney Bowes DM100i and DM125

You have a possible network or communication problem.
Possible causes:

  • Postage by Phone is not set up to communicate with the meter.
  • There is some other type of network problem.
  • If using PC Meter Connect, it might not be connected or isn’t working properly.

If you have any problems you can’t fix, please contact Twofold Customer Support on 0118 951 9800 or support@twofold.co.uk

You have a postage account error. Contact Customer Support on 0118 951 9800

No postal carriers available in rates data. This error is related to the meter operating system software.

Check the installed versions of the meter OS and Rate Manager on your meter.

Restart your system.

You have an internal software error.

Restart your system.

This error means postage has not been added in over 1 year (365 days).

A minimum of £1 (or more funds can be downloaded, if necessary) must be added to the franking meter. It does not mean that you are out of postage, but you MUST add funds to clear the error.

If you have any questions about this, please call our support team on 0118 951 9800

This could mean that the print head on your machine is not at the correct temperature. It could also mean your print head may be damaged.
Check the environment where the machine is kept:

  • Is it located near a heater, hot air vent or unusually warm area? Move to a cooler area, if possible.
  • Are materials stored close to or on the system? Remove anything that may be blocking ventilation.
  • Check the print head:

Check gold pins located on the left wall of print head carriage. Ensure that the pins are uniformed and not bent. The pins should always be angled downwards.

If the gold pins on the meter wall are bent, your machine requires further assistance. Contact our support team on 0118 951 9800

Your rates data module(s) was not found in memory when initializing the Rate Manager.

Restart your system.

Something failed previously in the image generator. It will not work properly until IG_Powerup is called again.

Restart your system.

Print head security errors – 23xx. Communication timeout error. There is a problem with the processor.

Restart your system.

You have an internal communication failure.

Restart your system.

Random number from the PH PSOC was one of the restricted values.

Restart your system.

PSD communications driver, success but timeout error Communication with the vault failed.

Your system failed to detect the Postal Security Device (PSD).

Restart your system.

You have an internal communication failure.

Restart your system.

This could be a problem with your postage account or the connection with the PB Data Center.

  • Make sure you have funds available in your postage account or that you are within your Purchase Power credit limit
  • Reboot the mailing system and attempt to update the meter or add postage
  • If unsuccessful, troubleshoot the connection
  • If the error message does not clear, your machine requires further assistance; contact our customer support team on 0118 951 9800

Your ink carriage motor timing is experiencing a problem. This may be a communication problem between components.

  • If the ink cartridge was recently replaced, make sure the gray ink cartridge cover is closed and locked down in position
  • Check the capping station assembly to see if it is broken or loose. If loose, try snapping it back into position
  • If the error message does not clear, your machine requires further assistance; contact our customer support team on 0118 951 9800

Trouble shooting guides - Folder Inserters

See the full guide to common TFi-35 issues here

If you have any problems you can’t fix, please contact Twofold Customer Support on 0118 951 9800 or support@twofold.co.uk

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