"Printer unable to communicate with print head" message on the Connect+ Series, SendPro P

print

Products affected: Connect+® 500W, Connect+® 1000, Connect+® 2000, Connect+® 3000, SendPro® P1000, SendPro® P1500, SendPro® P2000, SendPro® P3000

Issue

Your franking machine shows the message Printer unable to communicate with print head and will not feed mail. 

Cause

A print head may have lost communication with your franking machine.

Resolution

If you receive the following error message while attempting to print postage, follow the procedure here to correct the problem and resume printing.

Printer unable to communicate with print head error

 

  1. Select the Clear message button at the bottom of the Run Mail screen.
  2. Select Start Again at the top right corner of the Run Mail screen.

    Start again button

  3. Select the Home icon to return to the Home screen.

    Home button

  4. Select the Settings button in the Mailing tile on the Home screen.

    Settings button

  5. Select the Hardware button on the left pane of the Settings screen.

    Hardware button

  6. Select the Printer button on the right pane of the Settings screen.
  7. Select the Print head tab in the Settings screen.

    Print head button

  8. Select the Install new button.

    Install new button

    Important:

    Please use the existing print head in this procedure.

    You will receive the following message:

    "Please wait while preparing to replace print head. This may take a few minutes. Do not open the printer cover until instructed."

  9. As soon as the system is ready, a demonstration of how to replace the print head appears on the screen. Perform each of the steps shown in the demonstration. The steps are also shown here.

    1. Open the printer cover.

      Printer cover open

    2. Pull the blue latch up and all the way forward until it stops.

      Blue latch up and pulled forward

    3. Lift the blue print handle up to a vertical position and then lift the print head straight up and out.

      Removing the print head

    4. Re-insert the print head. The print contact must be facing toward the front of the mailing system.

      Reinstall the print head

    5. Make sure the handle is down and then apply pressure only to the center of the print head.

      Print head pushed fully into meter

    6. Push the blue latch back until it stops.

      Blue latch back to original position

  10. Close the printer cover. Once you close the cover, the system begins to prepare the print head. This may take a few minutes.
  11. As soon as you are prompted to print a test pattern, select the Cancel button at the bottom of the Print Test Pattern screen.
  12. Select the Home button to return to the Home screen.

Home button

  1. Select the Run Mail button in the Mailing tile on the Home screen.

    Run mail button

  2. Select the Start button on the Run Mail screen.

    Start button

  3. Verify that the envelopes print correctly.

UPDATED: July 30, 2020