"Resetting Printer” or “Re-Insert Envelope” message on the SendPro Mailstation

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Products affected: SendPro® Mailstation

Issue

The device displays the message "Resetting Printer” or “Re-Insert Envelope” appears when you insert an envelope.

Case

The device has a paper jam.

Resolution

Try these steps in order to resolve the issue.

Solution 1: Try feeding the envelope again

  1. Remove the envelope
  2. Re-insert the envelope.

If this does not work, go to the next solution.

Solution 2: Clean the feed deck

  1. Remove the envelope
  2. With a can of non-flammable pressurized air, blow air onto the feed deck starting on the left side of the machine and work towards the right side. Make sure you remove all dust and debris.

If this does not work, go to the next solution.

Solution 3: If the envelope is damaged, creased or wrinkled, try a new envelope.

For thicker envelopes, tap the top envelope edge on a table top so the contents are flush to the top edge of the envelope to create a uniform edge shape.

If this does not work, go to the next solution.

Solution 4: Restart the device

  1. Hold the power button until the screen displays "Shutting Down."
  2. Once off wait 5 seconds.
  3. Tap the power button.

If this does not work, go to the next solution.

If the device does not shut down with the power button

  1. Disconnect the power cord from the back of the machine.
  2. Wait ten seconds.
  3. Plug the cord back in firmly.
  4. Tap the power button

Solution 5: Discard the transaction

  1. At the Re-Insert Envelope screen, tap the X
  2. Tap Discard Stamp. The postage amount for this stamp will still be deducted from your balance and the transaction will be lost.

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

UPDATED: July 12, 2021