System information

Mach 5 (950C) Common Issues and Solutions.doc Rev. 12-19-11 Neopost USA Addressing Group
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• "Microsoft .NET Framework 3.5" installed (Even if you have a higher version installed, version 3.5
must also be installed.).
IMPORTANT: Before installing the printer software (Toolbox and Driver); you should temporarily disable all
Antivirus programs and Firewalls. In addition; you must be logged onto the system with full administrative
privileges (admin rights).
We recently received a number of reports that the USB cables, included with printers, were defective. The
factory has found a new source for better quality USB cables, which will be included with all printers. If you
are having communication issues (computer not recognizing printer, driver install issues, connections
dropping, printing garbage, etc…); please try a “known good” USB cable.
How to check your system for the minimum system requirements, shown above:
Right click on "My Computer" and select Properties. The system information, including Operating System,
Processor Info and Memory info will be displayed under the "General" tab.
How to check your system for the versions of "Microsoft .NET Framework” installed.
From the Control Panel; open "Add or Remove Programs" and look for "Microsoft .NET Framework 3.5..." in
the list.
You can obtain "Microsoft .Net Framework 3.5" via the Microsoft website.
http://www.microsoft.com/net/download
How to check your system for the version of "Java" installed.
From the Control Panel; open "Add or Remove Programs". Look for "Java(TM) 6 .." in the list.
You can obtain Java from the following website: www.java.com
There area also tools on the Java site to help you detect if you have java installed and what version is
installed.
7. Scuff Marks and Smudged Images
If the media makes contact with the printhead, there is a chance for image smudging and scuff marks.
Possible Solutions:
a. Try running the media in a different orientation. For example when using a #10 envelope; if you are
feeding long edge first, try feeding short edge first or vice-versa.
b. Install the Envelope Printing Attachment [A] (Part # 42-110-52).
Installation instructions are provided with this device.
This device will help reduce the chance of the media lifting and
touching the printhead.
Beginning with printer S/N 100028128 this device was included
with all Digital Color Printers (Mach 5, AS-950C, HJ950C). In most
cases, you will find it pre-installed in the printer.
For printers below S/N 100028128; one of these devices can be
obtained, free of charge, by placing an order for part # 42-110-52
and provide the serial number of your printer.
NOTES:
- Please be sure the Envelope Printing Attachment is correctly installed.
- Some of these devices were shipped with a "white plastic, protective film” covering the metal surface. If
this “white plastic film” is present; please be sure to remove it before installing.
- Please be sure that the wiper roller and or capping station are not making contact with the edge of the
Envelope Printing Attachment. If this occurs you will normally see ink being deposited on the trailing edge
of this device. This will cause scuff marks on the media and can also cause printhead capping and
priming issues. If this is the case please try re-seating this device and or replacing this device (could be
bent or a little out of spec).