System information

Mach 5 (950C) Common Issues and Solutions.doc Rev. 12-19-11 Neopost USA Addressing Group
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11. Can't get System to Prime (One or more Ink Tubes not filling with ink).
Toolbox may or may not display “Printhead: Unprimed”.
There can be multiple causes/reasons for this issue (possible causes and solutions listed below):
a. Printhead or Ink Tanks Missing.
NOTE: The Printhead will normally show as missing until the system has been primed and no other errors
are present. It may also show as missing when the printer is first turned on.
Possible Solutions:
- Please be sure to install missing items.
- If all items are physically present (installed), but the
Toolbox still shows one or more Ink Tanks as missing; try
removing and re-installing the missing Tank [2].
- Also make sure the Ink Tank Securing Latches [1] are
securely latched (there are two lock points, located at both
sides of each latch).
WARNING! Please be sure to power off the printer (using the ON/OFF button) before installing/replacing
the Ink Tanks.
Tip: The printer will refresh the Ink Tank readings during the power-up process.
After installing the Ink Tank and powering the printer on; if the Ink Tank still shows as missing (“?”
displayed in Toolbox); power the unit all the way OFF (power-down using ON/OFF button, then switch the
main power OFF). Remove the Ink Tank. Using an eraser, carefully clean the electrical contacts on the
Ink Tank and in the printer (at the back of the ink tank slot). Then wipe the contacts with isopropyl alcohol
(make sure contacts are dry before re-inserting the Ink Tank). Re-install the Ink Tank and power-up the
printer. If the Ink Tank is not recognized, replace the Ink Tank with a new Ink Tank.
b. Not wetting the Printhead nozzle surface with enough distilled water, before inserting head and
closing the printhead latch.
Possible Solution:
Carefully review the document titled “Improved Printhead Priming Procedure”. It can be obtained from the
Neopost knowledgebase or Rena Dealer Net site.
c. The Envelope Printing Attachment (Part # 42-110-52) might be interfering with nozzle capping
ability.
In order for the system to prime, the system needs to create a vacuum. If the printhead nozzles are
not wet (with distilled water) or the capping station is not making a good seal against the head; a vacuum
can not be created and priming will fail.
Possible Solution:
Check that the Envelope Printing Attachment has been properly installed. If the installation looks proper;
remove this device, re-wet the printhead nozzles and try to reprime system again. If this works then the
Envelope Printing Attachment is getting in the way of the capping station. In this case the Envelope
Printing Attachment may be improperly formed (deformed/damaged) and may need to be replaced.
d. Toolbox displays “Ink Error”, "… Ink_Low" or “Ink_Out …”
The system will not prime if the Toolbox is showing these messages.
IMPORTANT: You must have at least 30% physical ink in every Tank, to allow for priming.
Just because the Ink Levels are displayed as 30% or higher, this does not mean the physical level of ink,
in the Tanks, is above this level. See item #9 and #10 for more information.
Possible Solution:
Even if the Ink Tanks show more than 30% ink; power-down the printer and install new (full) Ink Tanks. If
issue is resolved; tanks previously removed, that still have ink in them, can be re-installed (as long as
system has already been primed).
e. Pinched or Kinked Ink Tube(s)
A pinched or kinked Ink Tube will not let ink flow. If you notice that some of the ink tubes
are not filled, after the system was primed:
Possible Solution:
Check to be sure the Ink Tubes are not being pinched by improper installation of the
Antistatic Brush Assembly [A]. The metal fingers, located at the exit side of the Antistatic
Brush Assembly come very close to the Ink Tubes. We have had a few occurrences
where this device was removed and reinstalled and the metal fingers where pinching the
tubes.