Poor print quality or no printing on the DM100i and DM125

Poor print quality or no printing issues can occur due to several factors, including lack of use, overuse, or ink issues.
Products affected: DM100®i, DM125™

Issue

Print quality issues occur:

  • Print is faded, blurry or streaky.
  • Print is not clear and hard to read, smudged or smeared.
  • Partial printing of the meter stamp.
  • The meter does not print at all.

Cause

Several factors can contribute to deterioration in print quality:

  • Lack of use: When the meter is idle for a long time, dried ink from previous printings can clog the nozzles in the print head.
  • Overuse: Overuse increases wear and tear on the printhead and can lead to issues.
  • Ink issues: Low ink or no ink in the print cartridge can impair print quality and cause other problems with the franking machine.

Resolution

Solution 1: Check your ink cartridge

  1. Make sure you installed a genuine Pitney Bowes ink cartridge.
  2. Check to ensure that your ink cartridge is not empty. See Weighing an ink cartridge for instructions.

If you need ink, order a genuine Pitney Bowes replacement ink cartridge:
order ink button

Solution 2: Run a test pattern to assess print quality

  1. Press Options.
  2. Press Page Down twice.
  3. Select Advanced Features.
  4. Select Maintenance Mode.
  5. Select Printer Maintenance.
  6. Select Test Print.
  7. Insert an envelope as you normally would to print postage.
  8. The test pattern should appear as a grid with no broken lines or smears in the pattern:
    • If the test pattern looks good, press Enter/Yes. Then press Home to return to the Home screen.Good Test Print
    • If the test pattern looks incorrect, with broken lines or smears in the pattern, or if there is no print at all, select No and your meter performs a print system purge.Poor Test Print
  9. If your print quality is still poor or non-existent after performing a print system purge, or if you have already said No twice, press Yes to return to the printer maintenance menu and run the stronger purge C.

Solution 3: Run purge C to resolve print quality

  1. Press Options.
  2. Press Page Down twice.
  3. Select Advanced Features.
  4. Select Maintenance Mode.
  5. Select Printer Maintenance.
  6. Select Purge.
  7. Select Purge C.
  8. When your purge completes, the prompt to insert an envelope to print a test pattern displays. Insert an envelope again. If your pattern still has broken lines or smears, or if there is no print at all, clean your print head.
  9. Press Yes to return to the printer maintenance menu.

Solution 4: Clean your print head

  1. Select Replacement from the printer maintenance menu.
  2. Select Replace Print Head.
  3. Remove the scale if one is present.
  4. Open your ink tank access cover. The print assembly moves to the front of your meter.
  5. Open your print head cover.
    open print head cover  
  6. Remove your ink cartridge from the print assembly, and set it aside with the red circle facing up.
  7. While squeezing the clips that hold your print head in place, lift your print head up and out of the meter.
    remove print head
  8. Wipe the copper-colored section of your print head with a dry, lint-free cloth or foam swab.
    wipe copper on print head
  9. Reinstall the print head in your meter, making sure that it clicks into place.
  10. Reinsert your ink cartridge and close the print head cover.
  11. Close your ink tank access cover. The ink tank mechanism re-initializes.
  12. Perform a test to check your print quality. (See Solution 2 for steps.)

If you need further assistance, please use the Contact Us options below.

Related information

  • Visit our online store; lint free cloths and foam swabs are available in our cleaning kits.

UPDATED: 03 November 2021

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