Pitney Bowes DA Series Instruction Manual

DA / SA Series AddressRight Printers
Shuttle Head Models:
DA30S/DA50S/DA55S/DA70S/DA75S
SA3000/SA3100/SA3150/SA3300/SA3500
Fixed Head Models:
DA80F/DA95F
SA5000/SA5300
Frequently Asked Questions (FAQs)
Date: December 8, 2010
This document/data record is the property of Pitney Bowes Inc. and contains PROPRIETARY and CONFIDENTIAL
information, and is not to be reproduced or distributed to any third parties without the express written authorization of
Pitney Bowes, Inc. Any authorized reproduction of this document/data record or of information taken from it shall
display this notice.

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Table of Contents
1. Customer ................................................................................................................................................ 4
1.1 General............................................................................................................................................. 4
1.2 Display Panel ................................................................................................................................. 10
2. Control Panel........................................................................................................................................ 10
2.1 Why are the majority of the Control Panel software tabs and options grayed out? (Both)............ 10
2.2 How do I best track my ink consumption? (Both) ......................................................................... 10
2.3 What is the status of the Bundle Break and Tray Break mode features? (Shuttle)......................... 10
2.4 Why can't I get my Tray or Bundle Breaks to work when set via the Control Panel? (Both)........ 10
2.5 Why can’t I connect via the Control Panel software when normal printing works? (Both)........... 11
3. Feeding................................................................................................................................................. 11
3.1 How do I resolve an intermittent feed issue? (Both)...................................................................... 11
3.2 Why does my printer multi-feed media? (Both)............................................................................. 12
3.3 What media size does Microsoft Add Printer Wizard Print Test Page require? (Both)................. 13
3.4 What media size does the driver’s Print Test Page (via Properties page) require? (Both)............. 13
3.5 What are the approved media types for the printer? (Both)........................................................... 13
3.6 The last few pieces in a stack do not feed reliably, what should I do? (Both) ............................... 13
3.7 How much material can I put into the feeder and have it work correctly? (Both) ......................... 13
3.8 Can I print a permit or other graphic on windowed envelopes? (Both) ......................................... 14
4. Fixed Head ........................................................................................................................................... 14
4.1 General........................................................................................................................................... 14
4.2 Error Correction (Both).................................................................................................................. 15
4.3 Printing........................................................................................................................................... 15
4.4 WF81.............................................................................................................................................. 16
4.5 WF96.............................................................................................................................................. 16
5. Shuttle Head......................................................................................................................................... 17
5.1 General........................................................................................................................................... 17
5.2 Drivers............................................................................................................................................ 22
5.3 Overlays......................................................................................................................................... 22
5.4 Address Recovery .......................................................................................................................... 23
5.5 Firmware Download....................................................................................................................... 23
6. Service Actions..................................................................................................................................... 24
6.1 What do I need to check prior to initiating a firmware update in the printer? (Both).................... 24
6.2 What happens when the TCP/IP cable is connected while actively printing from USB? .............. 24
7. Installation............................................................................................................................................ 25

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7.1 Installation hangs on Preparing to Install screen with a “1603 Error installing Microsoft .NET
Framework” message. (Both)................................................................................................................... 25
8. Error List .............................................................................................................................................. 25
8.1 Standard Errors .............................................................................................................................. 25
8.2 Internal Errors ................................................................................................................................ 26
8.3 Fixed Head Power-Up Errors......................................................................................................... 27
9. Process Maps........................................................................................................................................ 27
9.1 Adjusting Feed Gap (Fixed)........................................................................................................... 27
9.2 Sensor Operation Check................................................................................................................. 28
9.3 Calibrate Sensors............................................................................................................................ 28
9.4 Clear Communications Buffer ....................................................................................................... 29
9.5 Cancel Print Job (any printer)........................................................................................................ 29
9.6 Reset PC Print Spooler................................................................................................................... 29
9.7 Set Purge on First Piece (Fixed)..................................................................................................... 30
9.8 Set Periodic Purge (Fixed) ............................................................................................................. 30
9.9 Set Nozzle Keep Alive (Fixed) ...................................................................................................... 30
9.10 Setup External Feeder (WF96 Only)......................................................................................... 30
9.11 Setup Stacker/Conveyor (Fixed) ............................................................................................... 31
9.12 Address Recovery...................................................................................................................... 32
9.13 Print Driver Deletion................................................................................................................. 32
9.14 Send .PRN File to Printer.......................................................................................................... 33
9.15 Setup Tray or Bundle Break from Fixed Head Driver............................................................... 33
10. Glossary ......................................................................................................................................... 34

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1. Customer
1.1 General
1.1.1 What are the documents available for the customer? (Both)
SV62381 DA30S/DA50S/DA55S Operator Guide
SV61665 DA70S/DA75S Operator Guide
SV61722 DA80F Operator Guide
SV61749 DA95F Operator Guide
SV62442 SA3000/SA3100/SA3150 Operator Guide
SV61665 SA3300/SA3350 Operator Guide
SV61723 SA5000 Operator Guide
SV61750 SA5300 Operator Guide
1.1.2 Where can I find product specifications for the printer? (Both)
Shuttle Head
Complete product specifications can be found in the Service Manual (SV61831) in Chapter 2 -
Specifications. Additional information can be found in Appendix A in the appropriate Operator Guide (see
above).
Fixed Head
Complete product specifications can be found in the Service Manual (SV61962) in Chapter 2 -
Specifications. Additional information can be found in Appendix A in the appropriate Operator Guide (see
above).
1.1.3 How do I access the control panel menus on the printer? (Both)
1.1.3.1 Accessing the Menus
Press On Line. The LCD displays --OFF LINE-- and the green light goes out.
For Main Menu, press Menu.
For Setup Menu, press and hold Menu for four seconds.
For Service Menu, press Eject - first, then while holding it down, press Menu together for two seconds.
1.1.3.2 Navigating Within the Menus/Changing Settings
Shuttle Head Models
Press Eject - or Cartridge + to scroll through the menu options.
Press Enter to select the desired menu option or a submenu option.
Press Eject - or Cartridge + to scroll through the submenus within a menu option or the settings within a
menu/submenu option. An asterisk (*) before the setting indicates that setting is currently selected.
Press Enter to define a new setting and an asterisk will appear before the setting indicating you have
selected it.

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Press Menu to move up a level (for example, to move from a setting to a menu option or from a menu
option to –OFF LINE--).
Fixed Head Models
Press -or +to scroll through the menu options.
Press Enter to select the desired menu option or a submenu option.
Press -or +to scroll through the submenus within a menu option or the settings within a menu/submenu
option. An asterisk (*) before the setting indicates that setting is currently selected.
Press Enter to define a new setting and an asterisk will appear before the setting indicating you have
selected it.
Press Menu to move up a level (for example, to move from a setting to a menu option or from a menu
option to –OFF LINE--).
1.1.3.3 Exiting the Menus (Both)
Press Menu until the printer LCD displays —OFF LINE--.
Press On Line to enable the printer.
NOTE: See Appendix A - Printer Control Panel Menus in the Shuttle Head Service Manual (SV61831) or
Fixed Head Service Manual (SV61962) for full information on the control panel menus on the printers.
1.1.4 What ink supply cartridges should I use? (Both)
The same one ink supply cartridges used on the current (predecessor) models are used in all the models (see
table below). For a complete list of ink cartridges, go to http://www.pb.com/supplies. In the Find Your
Supplies field on the left panel, select AddressRight from the dropdown list provided. Follow the links for
the model of your printer from the web page that displays.
Marketing Model PCN Printing Capability Predecessor Marketing Model Predecessor PCN
DA30S /SA3000 WS31 Black DA300 / SA05 W655 / 5KLE
DA50S / SA3100 WS51 Black DA500 / SA15 W660 / 9KL
DA55S / SA3150 WS56 Black & Color DA550 / SA21 W680 / 9KLC
DA70S / SA3300 WS71 Black DA700 / SA25 W707 / 13K
DA75S / SA3350 WS76 Black & Color DA750 / SA30 W790 / 13KC
DA80F / SA5000 WF81 Black or Spot Color DA400 / SA35 W400 / 22K
DA95F / SA5300 WF96 Black or Spot Color DA950 / SA50 W803 / 30K
1.1.5 How do I perform a factory memory reset on my printer? (Both)
There are two ways you can return all menu settings to their factory defaults [the default settings are listed
in Appendix A - Printer Control Panel Menus of the Shuttle Head Service Manual (SV61831) or Fixed
Head Service Manual (SV61962)].
1.1.5.1 From the Printer Control Panel
a. Hold On Line button while turning ON the printer.

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b. The message Reset memory to defaults? -No +Yes displays after printer starts up. Select Yes and
Resetting printer. Please wait... displays.
c. When printer settings have been reset to factory defaults, Memory reset. Restarting printer...displays for
three seconds.
1.1.5.2 From the Control Panel software on the host PC
a. Double-click on the Addressing Printer Control Panel icon. The Addressing Printer Control
Panel dialog appears.
b. Select the appropriate connection option, and then click OK. The Control Panel appears.
c. Click the Test & Adjust tab.
d. Click Log In. Enter Supervisor password (55555) to log in and click OK.
e. Select Reset to All Factory Defaults.
1.1.6 What is the Control Panel software and how do I access it?
The Control Panel software, when loaded on a host PC communicating (via USB or network connection)
with the printer, allows you to access all the menu and setup functions you would find on the printer's LCD
panel, as well as run other programs unique to the Control Panel software.
A. On the host PC, double-click on the Addressing Printer Control Panel icon. The Addressing
Printer Control Panel dialog appears.
B. Select the appropriate connection option, and then click OK. The Control Panel appears.
C. Click on the appropriate tab.
D. Click Log In. Enter your password and click OK
Refer to the Help system on the software for information on how to use the features.
1.1.7 What is Envelope Designer Plus? (Both)
The Pitney Bowes Envelope Designer Plus (available in the US only), is an easy-to-use program that helps
to create professional-looking envelope layouts quickly. With Envelope Designer Plus, you can create and
position a mailing address, return address, single or multi-line messages, barcode, and graphics.
To access Envelope Designer Plus:
1. Click Start > Programs.
2. Select Pitney Bowes Printing > Envelope Designer Plus. The program displays a sample
envelope for customizing.
1.1.8 How do I access the printer properties for the printer in Windows? (Both)
To access the main properties window:
1. Click Start > Settings > Printers and Faxes.
2. Right-click the target printer and then click Properties. The Properties dialog opens and displays
several tabs, each of which allows access to different printer options. The General tab is active
when the Properties dialog opens.
3. To access another option, click on the appropriate tab. A window for the selected option displays.
NOTE: An explanation of the items in each tab is also available by right-clicking an item and
clicking What's This from the context menu
4. The Port tab displays what communication method is being used with the printer (such as USB or
TCP/IP), and the specific address assigned (if using TCP/IP).

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Options and Tabs displayed may differ depending on which printer drivers are installed.
1.1.9 Why doesn't my printer respond when I turn ON the power? (Both)
Possible causes of non-response are:
Power switch is OFF on printer.
Check that the power cord is securely connected to the wall outlet and the printer.
Check the power outlet to make sure that it is working. Try another good outlet to rule out if it is a
printer or outlet problem.
Main power supply failed inside the printer (need Service to fix).
1.1.10 My POSTNET™ barcode doesn't scan properly (Both)
1. Print quality of barcode may be poor - clean cartridge, run purge and retry. May also try a higher
quality DPI setting.
2. Specified digits from application may result in incorrect checksum on barcode. Provide valid
checksum or setup to have printer compute checksum and try again.
3. The font may be providing incorrect spacing for the barcode, try converting to printer macro
generation and try again.
4. Make sure the material thickness adjustment is appropriate so there isn't excessive shadow or
compressed prints.
5. If it's always the first piece in a batch that fails to scan, enable the Purge at Start option in the
Setup Menu.
6. Adjust the transport idlers to prevent them from running over the printed area.
7. Use a higher Print Quality setting to improve readability (will slow printer down and use more
ink).
1.1.11 Why is my ZIP Code printing with extra characters or spaces in it? (Both)
Applications such as Word show a continuous line of characters, even though the line may be stored
internally as pieces of the line.
Such a line, made up of pieces of lines, may leave extra characters on the printed page, especially when
ZIP+4~DPC format is used along with Barcode Position driver setting Above Address, Below Address or
Lower Right.
If extra characters are printed, simply cut and re-paste the line. This action makes the line one continuous
line and corrects the problem of extra characters.
1.1.12 Why does a job sent with Print Quality set to Letter display a different Print Quality
on the printer? (Both)
Any driver parameter with Controlled by Printer as an option assumes that the parameter is job specific and
should be set in the driver when the job is submitted. This value is used for the job, but does not override
the default value stored in the printer. When viewing the parameter from the printer LCD screen, the stored
default is seen, not the driver value used for the last job.
1.1.13 How long of a USB cable can I use to connect the printer to my PC? (Both)
USB cable length should not exceed 15 feet maximum.
NOTE: Do not use a non-powered hub to extend the distance, as communication issues may start to
develop between.

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1.1.14 Why, after moving the printer to another USB port (same PC), does the printer not
print? (Both)
Unlike other USB devices, unplugging the printer USB cable and plugging it in to another USB port on the
same PC may create a new print device in the Windows Printers folder and another USB port number.
Depending on the software configuration and/or default printer selection, this may cause the printer to stop
printing. Move the printer back to original USB port on PC (the one on which it was installed).
1.1.15 Why does the printer act strangely when I leave a job left unfinished overnight with
the printer –OFF LINE--? (Both)
It is strongly recommended that no job be left unfinished overnight with the printer –OFF LINE--. When
the printer is left ON overnight, especially when attached to a network, it is not unusual for the printer and
the host computer to have lost and regained contact during the night. If a job was left in-process overnight
with the printer –OFF LINE--, it is extremely likely that the host will restart the job, creating some number
of duplicate pieces. Also, jobs left in the print queue overnight may become lost and not printable or even
delete-able from the Windows print spooler without rebooting the computer.
1.1.16 Can I print using both USB and TCP/IP on the same printer? (Both)
Either communications mode can be used for printing or for control panel access. Both printing and the
control panel can be active on different protocols at the same time. However, if users attempt to print jobs
from both USB and TCP/IP at the same time, the printer will mix the jobs with unknown results. It is
highly recommended that only one method be used for sending print jobs to any AddressRight printer.
1.1.17 Are there any special actions needed before restarting the machine after a jam has
occurred? (Both)
Under certain circumstances, it may be necessary to use the Address Recovery mechanism to reprint one or
more pieces. This is especially true for either Jam to Exit or Jam at Exit errors. If there is a problem, the
machine can be taken –OFF LINE-- and the specific pieces needed recovered and then the job continued.
1.1.18 Is there any way to define my material sizes to appear in the normal material drop
downs? (Both)
Yes, go to Start > Settings > Control Panel > Printers and Faxes then select menu item File > Server
Settings. The Forms tab like this one will appear (may be different in other operating systems):

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Select create a new form and fill in the material definitions. When done, press OK. This will make it
available to the printer as a material type.
1.1.19 Are there any daily maintenance actions I should take? (Both)
After any large run or before each shift of operation the paper path and sensors should be cleaned or blown
out.
If the printer begins to show jams without there appearing to be any cause for the jam, first try cleaning the
sensors to see if that corrects the problem.
1.1.20 Are there any restrictions about changing job settings? (Both)
If you are using an overlay, changing the Print Quality setting will cause the overlay to print incorrectly.
Changing the Print Quality setting during a job may cause one piece to be printed partially with the first
Print Quality setting and partially with the new Print Quality setting.
Changing any job setting in the middle of a job will cause the change to take affect immediately, usually
changing the appearance of the piece. Normal operation is to get the settings correct and checked before
starting the job.
1.1.21 Why is my barcode printing way above or below my address? (Both)
If the application is using blank lines before or after the address to position the address instead of either the
internal positioning elements, or direct WYSIWYG windows positioning, the extra blank lines are being
included in the address and the barcode is being positioned above or below the extra lines. In this situation,
remove the blank lines and change the positioning method to get the barcode to show in the proper location
relative to the address.

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1.1.22 Why is there a line drawn after my ZIP Code in my address? (Both)
You are probably using the ~123 after the ZIP Code to create the POSTNET™ barcode. If these additional
characters are underlined, the underline is printed even if the characters are not printed. The solution is to
not underline any character as part of any Tilde ‘~xxx’ macro.
1.2 Display Panel
1.2.1 I pressed the On Line button twice quickly and the machine stopped with the
communications arrows (>>>) showing. What should I do to get the machine going again?
(Fixed)
Press Enter and then On Line, waiting a couple of seconds between each button press. If the machine does
not go back online and continue printing, press On Line again.
2. Control Panel
2.1 Why are the majority of the Control Panel software tabs and options grayed out?
(Both)
Many of the options are only available if the printer is –OFF LINE-- and if you logon with the appropriate
level of password.
2.2 How do I best track my ink consumption? (Both)
The Control Panel Software (Job Control > (Ink Cartridge) Configure) on the host PC permits you to
specify the brand and type of ink cartridge being used when you replace a cartridge. This function provides
you a greater accuracy of ink usage because different brands have slightly different volumes of ink inside.
If you are using the LCD Control Panel on the printer to replace the ink cartridge, you cannot specify the
brand, and therefore the printer assumes a certain standard volume that may or may not match your
particular ink cartridge. In either way, when you replace a cartridge, you are prompted to also reset
percentage of ink value.
If you remove and replace the same cartridge and reset the ink level, your ink level will be off by the
amount previously used on the cartridge. Use Configure to reset your ink level.
NOTE: Be sure the cartridge is properly seated. Misalignment of the cartridge may lead to print quality
degradation which may not be recoverable without service intervention.
2.3 What is the status of the Bundle Break and Tray Break mode features? (Shuttle)
These features are now functional.
2.4 Why can't I get my Tray or Bundle Breaks to work when set via the Control Panel?
(Both)
Printers WS5x and WS7x do not have break capability in the firmware. After August 2007, there will be a
new driver available that will contain this functionality.
Printers WF81 and WF96 do not have break capability in the firmware. The fixed head driver does provide
the capability. Updated firmware will be available Q4 2007 to provide additional break capability internal
to the printers.

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2.5 Why can’t I connect via the Control Panel software when normal printing works?
(Both)
When the USB option is selected and OK is clicked in the Control Panel Connect dialog, the Connection
Failed dialog (see below) is displayed. Communication (via USB) to the Control Panel software requires
the proper installation of the XML CP_TO_PRTR driver. This driver is installed when Plug & Play of the
printer installs the printer driver. In Windows 7, the device type of this XML driver is not recognized,
requiring a manual intervention to correct. NOTE: The printer can print normally without having access to
the Control Panel.
This error can also occur when the Control Panel software and/or driver is not updated with the printer
drivers. If you have installed the Control Panel software and the printer drivers and are able to print but get
this dialog when attempting the launch the Control Panel, you should update the Control Panel driver as
well.
First, shut down all applications then go to the Device Manager (Start > Settings > Control Panel >
Administrative Tools > Computer Management). Click the + next to Imaging Devices and note there is a
driver for the Control Panel with a yellow question mark next to it indicating there is a problem. If you
right-click on it, you have the option to update the driver. Insert the CD, then choose to Update Driver from
the right-click menu, and have it update the driver from the CD. Once complete, the Control Panel should
be able to communicate with the printer properly.
3. Feeding
3.1 How do I resolve an intermittent feed issue? (Both)
3.1.1 Use feed ramp
The feed ramp adds a gentle slope to the stack and helps feeding. Adjust the slope of the ramp and see if
feeding improves. A shallow ramp generally works better for heavy media, and a steeper ramp works better
for short media. If using the prop, check the H-Block gap for proper separation. Ensure the wire frame is
centered under the material.
3.1.2 Adjust gap under feed blocks
A. Loosen the lock knobs to unlock all three H-Blocks.
B. Lift the H-Blocks to their highest position and lock in place.
C. Place a sample piece of material between the separator fingers (the lower section of the H-Blocks)
and the feed roller.

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D. Lower only the H-Blocks that come in direct contact with the material and let them touch the
material.
E. Lock each separator in place. When lowering the H-Blocks, check that the material is between the
separator tabs and the feed roller.
3.1.3 Clean feed rollers and or remove paper dust (yellow or white residue) which could
block feed sensor
Feed Rollers - Clean all rubber rollers with isopropyl, denatured and rubbing alcohol only
Sensor - A film and/or dust can build up on the sensors and cause misfeeds of the material. Lift the
transport door and use compressed air to blow dust from the sensors. Cans of compressed air are
available from many computer supply houses.
The sensor may misread if during the printing process the envelope trail edge covers the paper
sensor half-way. By printing something when the paper sensor is half-covered, it causes the sensor
reading to flicker during the process. The result will be blank envelopes or incorrect printing
position due to sensor misreads. Move the text or graphics that is close to the trail edge of the
envelope up or down slightly so that the sensor is either covered or uncovered, not half covered
when the content is printed.
3.1.4 Severely worn gap separator tip on the ‘H’ blocks
Check if the bottom of the tip has a larger than 1/8” flat (see figure below). Replace if necessary.
Normal Tip Worn Tip
On feeders used with the WF96 printer, the separator tip could be rotated in 60° increments when it is worn
severely at one position to improve separation. After all 6 positions are worn; the tips need to be changed.
3.1.5 Excessive stack weight
The weight of the material stack has great effect on the feeding. Make sure the stack weight does not
exceed the product specification.
3.2 Why does my printer multi-feed media? (Both)
This can happen for several reasons. Use the tips below to troubleshoot the problem.
If you are using empty unsealed envelopes, make sure they are not stuck together. Fan all material
prior to loading in your machine.
The sensor may be dirty. - A film and/or dust can build up on the sensors and cause misfeeds of
the material. Lift the transport door and use compressed air to blow dust from the sensors. Cans of

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compressed air are available from many computer supply houses. The separator gap may not be
set properly.
Adjust the separators to the thickness of the mail piece.
A. Loosen the lock knobs to unlock all three H-Blocks.
B. Lift the H-Blocks to their highest position and lock in place.
C. Place a sample piece of material between the separator fingers (the lower section of the H-
Blocks) and the feed roller.
D. Lower only the H-Blocks that come in direct contact with the material and let them touch the
material.
E. Lock each separator in place. When lowering the H-Blocks, check that the material is between
the separator tabs and the feed roller.
Static buildup on materials can cause pieces to stick together and be pulled through the printer in a
batch. Be sure that material has been acclimated to the printer’s environment and you fan the
material prior to loading.
On the fixed head printers (WF81 and WF96) if normal adjustments do not stop a stream feeding
situation, try increasing the inter-piece gap to see if this reduces or eliminates the problem.
Worn separator tips could cause this problem also. See section 3.1.4 for more information.
Stack weight exceeded the product specification. Reduce the stack weight to be within spec to
improve the feeding performance.
The material had been processed too many times. For example, if for whatever reason, the
envelopes had been processed by inserters, printers, and other paper handling equipment multiple
times, there might be feeding issues due to drastically changed envelope physical characteristics.
3.3 What media size does Microsoft Add Printer Wizard Print Test Page require? (Both)
Microsoft Add Printer Wizard requires Letter size media; or A4 outside the US.
3.4 What media size does the driver’s Print Test Page (via Properties page) require? (Both)
Print Test Page requires Envelope #10 media; or Envelope DL outside the US.
3.5 What are the approved media types for the printer? (Both)
The printer can be used with envelopes, postcards, booklets-tabbed, self mailers, catalog envelopes and
paper. For more information, see Material Specifications in Section 2.5 of the Shuttle Head Service Manual
(SV61831) or Fixed Head Service Manual (SV61962); or the Appendix A in the in the appropriate Operator
Guide (see section 1.1.1).
3.6 The last few pieces in a stack do not feed reliably, what should I do? (Both)
The feeders work best with a stack of several inches of material in place. Either load additional material on
the stack, or tap or place light pressure on the top of the stack to get the last pieces to feed.
3.7 How much material can I put into the feeder and have it work correctly? (Both)
The feeders have been designed to work with a box of 500 #10 envelopes with is about 2500 grams of
weight. Any stack which weighs more than this will not feed properly. If the feeder takes a long time
pulling material from the stack and is continually showing fail to feed or out of material, try reducing the
amount of material in the feeder stack.

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3.8 Can I print a permit or other graphic on windowed envelopes? (Both)
The specification rules out window envelopes for two reasons. The first reason is that the printer is an
addressing printer and addresses are not printed on window envelopes. The second is that feeding of
window envelopes can result is significant skew and or jam issues with the material. Any customer that
wants to print just a permit or other graphic on a windowed envelope (stuffed or empty) is welcome to do
so. However we reserve the right to inform the customer that Pitney Bowes is not responsible for the
overall performance of the printer on such a job.
4. Fixed Head
4.1 General
4.1.1 Can Nozzle Keep Alive and Periodic Purge be run at the same time? (Fixed)
Yes, but it is strongly recommended that the user only use one or the other at a given time or on a given
job. The recommended mode of operation is Purge on First Piece coupled with Nozzle Keep Alive. Only if
the quality of the piece is of the utmost importance should Periodic Purge be used to keep the nozzle clear
and functioning properly.
Since a purge pattern can take up to 3” of material to print, it is strongly recommended that for any
materials shorter than 5” (127 mm) that only Nozzle Keep Alive is used and neither Purge on First Piece
nor Periodic Purge be employed.
4.1.2 Why am I getting “Paper Too Long” error? (Both)
Paper Too Long error is cause by the fact that the envelope trail edge did not show up as expected. In most
cases, it is a result of feeder stream feeding material. To eliminate the problem, first reset the H Block
separator gap.
Next, make sure the thickness adjustment is appropriate. On the WF96, you also need to make sure the
transport takeaway rollers have sufficient force applied, moving the crank to lower notches to increase the
force if necessary.
If the problem persists, check the separator tip on the H Block for severe worn flats.
For WF81 replace the tip if necessary. For WF96, rotate the separator tip to an unworn position if available.
If not, replace the separator tip.
4.1.3 Is it normal for the feeder to start and stop during the printing process? (Both)
Yes, it is. When the printer is waiting for data to be transmitted from the PC and it is not to print, the feeder
will stop. This occurs more often in printing through TCP/IP or when the envelope layout is very
complicated. It also could be due to the PC configuration.
It is likely that the settings in the PC are restricting the network throughput. This can be improved by
turning Advanced Printing Features off in the driver when submitting the job.
If you are using TCP/IP, try swapping to USB (if possible) and see if the problem is resolved. If it is, then
the network capability or settings are the problem.
If the problem still persists, try and reduce complexity of the print piece by either removing elements from
the layout or placing fixed portions into an overlay to load into the machine before the job starts.
It is better to adjust the Transport Speed down or the Feed Gap to manual and increase it until the feeder
does not stop regularly during the job. This is better for the printer and provides better throughput through
the machine as well as better quality operation.
The printer is also prone to encountering other errors when it is cycling the feeder on and off during a job.
This is another reason to change the job settings to eliminate the potential issue.

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4.1.4 I am running short material (less than 7.5") and am getting multiple errors on each
piece when nothing seems wrong. (Fixed)
The system requires a lead edge to lead edge minimum distance of eight (8) inches. Increasing the Feed
Gap for this material to provide at least an 8" pitch should eliminate the problem.
4.1.5 Why does this plastic block keep falling off when I trying to move the print head
banks? (Fixed)
The bearing block is there to prevent the thumb screw from scratching the shaft. One only needs to loosen
the thumb screw ½ to 1 turn in order to move the print head bank. If the thumb screw is unscrewed more
than 5 turns, the bearing block will fall off.
4.1.6 I do not get a reprint of the address when a "Paper Too Long" error is posted. (Fixed)
When the printer has fully printed the address and then an error is posted on the piece, the printer does not
reprint the address. This can occur on an exit jam as well. The operator must manually reprint the piece if
another copy is required.
4.1.7 What are the settings in the LCD setup menu I should use for the stacker? (Fixed)
In the Setup Menu, go to 3. Conveyor Setup. Use Conveyor should be set to Enabled and Conveyor Type
should be set to Stacker.
4.2 Error Correction (Both)
When paper handling errors begin to occur frequently, the following are the normal maintenance actions
for the operator
Adjust the ‘H’ blocks.
Clean the paper path and sensors.
Calibrate the sensors.
Check Sensor Operation.
Check the thickness adjustment on the print heads.
In the WF96 check the tension on the feeder exit nip.
If these do not correct the problem (reduce the frequency) then refer to the trouble shooting chart in the
operators manual for further actions.
4.3 Printing
4.3.1 Why am I getting part of the letters on part of a line offset from the remainder of the
letters?
This is usually because the knit line between two heads is in the middle of the printing. By offsetting the
text relative to the print strips in a fixed head printer so the knit line occurs between print lines, the issue
will disappear. Slight local compression of print may appear for the same reason the print was offset.

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4.4 WF81
4.4.1 When running material 1/8" or thicker such as brown kraft booklets print shift and
roller abrasion are seen on the bottom of the material.
The H blocks are probably set too tight. The proper set up for very thick material is to use one normal piece
and at least one or more additional envelopes (no more than 1/4 the thickness of a piece) on top of the piece
when setting up the H blocks for normal running.
4.4.2 Why do the prints appeared to be compressed in the paper travel
It’s because the envelope is slipping on the transport rollers. Some common causes for this problem are:
1. The H blocks are set too tight. Reset the H block (see WF81 4.4.1) for thicker material.
2. Transport thickness adjustment is set too high. Lower it to the appropriate height.
3. The material stack in the hopper weighs more than the spec limit of 2500 grams. Reduce the stack
weight.
4.4.3 Why is material rotating as it exits the machine?
This may occur when the print head is positioned towards the customer causing the most forward exit roller
to contact a bump on the deck. If trying to print in a position where the roller contacts this bump (~ beyond
3 5/8" from the registration wall), remove the idler roller with the thumbs screws allowing only the inboard
rollers to contact the material. The idler roller can be stored by installing it back onto the bracket upside
down. When printing out of this zone, the roller must be returned to its original position.
An alternative solution is to run the job in the invert mode which will move the print head to the other side
of the material most likely eliminating the problem.
4.5 WF96
4.5.1 How should flats be loaded in the printer?
For normal printing the flats should be loaded with the flap down and trailing.
This prevents any nesting of envelopes with a feeder that takes pieces from the bottom of the stack.
4.5.2 How is the height of the print heads to be adjusted on the printer?
1. Raise the heads to the maximum height.
2. Place a sample piece under the heads.
3. Lower the heads until the envelope slides freely but with some friction.
This will place the print head module bottom skis just in contact with the envelope, but prevent the head
from hitting the envelope
4.5.3 What should be done if the motor stalls while feeding thick (heavy) flats?
The thick material will feed best if it is run without the tail prop which causes the piece to bend and
increases pullout friction on the piece.
Also, lowering the input angle can improve feeding in this case.
Make sure the stack weight is within the spec limit of 2500 grams.
Make sure the H Block is appropriately adjusted.

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4.5.4 How do I do a vertical alignment between heads 3 and 4?
Head 3 is in Module A and head 4 is in Module B. In order to do a vertical alignment between then, print
the alignment verification pattern and manually adjust the heads until the knit line is satisfactory.
4.5.5 Can I use a legacy feeder on the WF96 or a new feeder on a DA950/SA50?
No, either type of mismatch will cause destruction of boards in either the feeder or the printer.
5. Shuttle Head
5.1 General
5.1.1 What are the supported operating systems for the printers?
The printers are supported under Windows XP Professional, Windows XP Home, Windows Vista and
Windows 7.
5.1.2 What parts in the printer should I clean to keep it well maintained?
5.1.2.1 Purge Print Head
The purging process clears any clogged ink on the print nozzle. Often this returns the print quality to a
normal level. From the Setup Menu, select 3. Purge Print Head. See Purging the Print Head in Chapter 3,
Printer Maintenance for more detailed instructions.
5.1.2.2 Print Head Cartridge
Clean by dampening a soft cotton cloth with warm water and wiping the nozzles (see question #3 below for
more details).
5.1.2.3 Feed Rollers
Clean all rubber rollers with isopropyl, denatured and rubbing alcohol only.
5.1.2.4 Exit Rollers
If the right and left exit rollers are misaligned, that is, the contact printed surfaces are not aligned; they can
become contaminated with ink. Use water to dampen a soft cloth and remove the ink from the rollers.
Sensor - A film and/or dust can build up on the sensors and cause misfeeds of the material. Lift the
transport door and use compressed air to blow dust from the sensors. Cans of compressed air are available
from many computer supply houses.
5.1.2.5 Print Head Shaft
Periodically wipe the print head shaft clean with dry, soft, lint free, cotton cloth, and if the felt washer
(W600392) that rides with the print head holder is dry. Use one or to drops of a light oil (3-in-1 or similar)
to lubricate the felt washer.
5.1.2.6 Floor Assembly and Top Cover
Periodically wipe the cover and floor assembly (feed deck) with a soft cotton cloth, dampened with water
only.

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5.1.2.7 Maintenance Station
The wipers and the caps in the maintenance station could accumulate ink after extended usage. Use water
to dampen a soft cloth and remove the ink from the caps and the wipers with the machine powered down,
the capping sled pushed to the back, and the print head moved out.
IMPORTANT!
Clean print head, cartridge, ink surfaces and covers with plain water only (water works best!).
Clean all rubber rollers with isopropyl, denatured and rubbing alcohol only.
Use of any other cleaning solvents will VOID all warranties.
Keep petroleum based cleaning solvents away from rubber or plastic parts. Anything but alcohol will cause
premature breakdown of the rubber compound.
5.1.3 How do I clean the print heads on my printer?
Press On Line. The LCD displays --OFF LINE--. Press the Cartridge + key, and the cartridge station
should come out. Remove the cartridge.
During printing, ink spray, paper fibers, and dust can build up on the print cartridge. These can
eventually degrade the print quality. When this occurs, the print cartridge should be wiped with a wet
fiberless cloth. Wipe slowly across the long-axis with the print cartridge facing down (as shown). Do
not apply excessive force, as this could scratch the nozzle area.
When finished, replace cartridge. If the print quality remains a problem, install a new cartridge.
5.1.4 How do I clear a shuttle jam on my printer?
First, clear any media or blockage. Then press Cartridge key + and verify it goes back to the maintenance
station, or comes out then goes back. Wipe the print head shaft clean with a dry, soft, lint free, cotton cloth.
If the shuttle head doesn't move or moves slightly/slowly, but the motor sounds like its trying to perform
normal operation, it will require a service call. In this scenario, the set screw holding the motor to the shaft
may have come loose. Service will need to go in and tighten the screws or replace the screws for new ones.
Set screw is on the pulley perpendicular to motor shown on top right of photo.

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5.1.5 Why are multiple copies of the same document being printed?
When the printer has a jam, it will reprint any pieces it thinks are involved in the jam. If the PC thinks it
lost communications to the printer, it may restart the entire job. This is normal printer and print spooler
behavior for all Windows-based printers. Operators should check material around printer jams and validate
what needs to be reprinted because of communications errors.
5.1.6 How do I clear an "Address too high" error message on the printer?
Make sure the dimensions of the envelope as defined in the printing application matches the size
of the envelope in the printer (i.e., the envelope layout may not match the media being fed through
the printer).
Review your layout and make sure that your address or layout doesn't fall within the top 1/8'' of
the envelope/media. If it does, move the information down.
A film and/or dust can build up on the sensors and cause misfeeds of the material. Lift the
transport door and use compressed air to blow dust from the sensors. Cans of compressed air are
available from many computer supply houses.
The sensor may need to be calibrated. Run the sensor auto-calibration procedure from the Control
Panel on the printer.
1. Press On Line. The LCD displays --OFF LINE-- and the green light goes out. Press Eject -
first, then while holding it down, press Menu together for four seconds. Navigate to 2. Test
Paper Sensor and choose the Calibrate Sensor option.
2. The system displays Clear Sensors. When displayed, press Enter.
3. At the Raise Paper Guide prompt, press Enter and raise paper guide manually. The system
automatically calibrates the paper sensor. During the calibration, the Please Wait screen is
displayed.
4. When complete, the confirmation screen is shown until you press Enter to return to the
submenu.
5.1.7 Why are there jams when I am printing color on material with puffy or curled lead
edges?
The black cartridge is being moved off the material and back on, causing the jam. Invert the material and
select invert print mode, or raise the head farther off the material with the thickness adjustment. NOTE:
The thickness adjustment may cause some loss of sharpness in printing characters or images.
NOTE: Be sure the cartridge is properly seated. Misalignment of the cartridge may lead to print quality
degradation which may not be recoverable without service intervention.
5.1.8 Why is my printing unreadable or why are there scrambled characters on media?
Incorrect software driver ... Load correct printer driver.
Incorrect printer driver settings ... Verify printer driver settings.
Incorrect printer configuration settings ... Print a test message to make sure the printer is
functioning. Check your printer's network set-up on both on the PC side and on the machine itself.
Cable connections ... Check the USB or network Ethernet cable. Make sure cable is connected
securely at both ends. Does USB cable exceed maximum 16' length? Replace cable with known
good cable.
Bad data sent or bad PCL command … Turn printer OFF, then ON. Do not send bad PCL
command.

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Slow network connection … Try printing to another printer on the same network. If printing was
not successful, the network may be causing the problems (have customer contact their IT
department for further diagnostics).
Bad memory in printer … Turn printer OFF and ON. If problem persists, it could be a hardware
problem.
Out of Ink … Try a known good cartridge.
Font in document may not exist on PC being used to print material … Identify Font and load it on
the host PC.
5.1.9 How do I correct a No Print error condition?
Follow the steps below to correct No Print problems.
1. Purge the ink jet cartridge.
2. Clean cartridge with soft cotton cloth and water.
3. Change to a known good cartridge.
4. If sensors are dirty, blow them clean with air.
5. You may be printing on heavy media and need to increase the transport motor torque. Enter the
Setup Menu by holding the Menu button down for 4 seconds and select 1. Heavy Media Mode.
Turn this feature ON. NOTE: Using this feature slows the print speed by about 10%.
6. The sensor may be misreading if during the printing process the envelope trail edge covers the
paper sensor half-way. By printing something when the paper sensor is half-covered, it causes the
sensor reading to flicker during the process. The result will be blank envelopes or incorrect
printing position due to sensor misreads. Move the text or graphics that is close to the trail edge of
the envelope up or down slightly so that the sensor is either covered or uncovered, not half
covered when the content is printed.
5.1.10 How do I clear print job that has been sent to the printer?
5.1.10.1 Cancel all documents in the computer's print queue for that printer.
7. Press On Line. The LCD displays --OFF LINE-- and the green light goes out.
8. On host PC, go to Settings > Control Panel > Printer. Right-click on desired printer.
9. Locate print job to be cancelled. Right-click on it; select Document > Cancel.
5.1.10.2 Clear the data communications memory.
1. Press On Line. The LCD displays --OFF LINE-- and the green light goes out. Press and hold
Menu for two seconds.
2. In the Setup Menu, navigate to option 5. Communication and choose the Clear Memory option.
3. Press “+” button to confirm clearing of the memory.
5.1.10.3 Clear the address recovery memory.
1. Press On Line. The LCD displays --OFF LINE-- and the green light goes out. Press Menu.
2. In the Main Menu, navigate to 5. Address Recovery and choose the Clear Memory option.
3. Press “+” button while Clear Memory is displayed. A confirmation screen is displayed if YES is
selected. If you do not wish to clear memory, press “-“ button to exit the Clear Memory option.