SendPro Mailstation Common Errors Support

How do I fix a blurry, flickering or frozen screen on the SendPro Mailstation?

A blurry, faded or haloed screen is usually caused by the device being unable to complete scheduled software downloads due to network issues; a flickering or frozen screen is usually cleared by a restart.

Note: For a frozen screen, allow the device up to 10 minutes before troubleshooting.

For a blurry screen, leave the device unplugged overnight, then reconnect and power on. For a flickering or frozen screen, 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 to turn it back on.

If that does not help, hard reboot:

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.

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How do I fix a blank or black screen on the SendPro Mailstation?

A blank or black screen usually means a software update failed because the device could not connect to the internet. To fix it, power-cycle on a wired connection.

1. Disconnect the power cord and wait ten minutes.
2. Connect the device with a hard-wired (Ethernet) connection (temporary if you normally use Wi-Fi).
3. Plug the power back in, power on and wait ten minutes.
4. Once restored, you can return to Wi-Fi if you wish.

Note: If it is still blank, check the LED lights where the Ethernet cable plugs in. No lights means the LAN port may be inactive — try another. If lights are on, ask your IT team to check the network requirements in our Connection Support guide.

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How do I fix a steady red power light on the SendPro Mailstation?

A steady red power light usually means an internal error, or that no ink cartridge is installed. During installation, before the ink is fitted, a steady red light is normal — follow the prompts and it turns white once the ink is installed. In use, check the ink is installed, then restart, then hard reboot.

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How do I fix a flashing red power light on the SendPro Mailstation?

A flashing red power light (and you cannot process mail) means an internal error. First make sure you have removed the orange locking device from the printer carriage inside the ink door, then restart the device, and hard reboot if needed.

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How do I fix a flashing blue light or stuck firmware update on the SendPro Mailstation?

A flashing blue light on the Home screen, or a screen frozen at “Updating Printer Firmware”, means a firmware update did not complete. Firmware updates can take up to 10 minutes — if that has elapsed, restart the device by unplugging the power for ten seconds, then reconnecting and powering on.

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How do I fix “Please wait while we prepare your device” on the SendPro Mailstation?

If the device is frozen on “Please wait while we prepare your device”, allow up to 10 minutes, then reset it.

1. Disconnect the power cord, wait ten seconds, reconnect firmly and power on.
2. If it freezes again, tap Settings and connect the device with an Ethernet cable (temporary if you normally use Wi-Fi), then reconnect the power.

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How do I fix a “Your rates are out of date” message on the SendPro Mailstation?

This appears when you re-power after a full shutdown and the device needs to check its rate updates are current. Tap Restart now and wait around 15 minutes while background updates and checks complete, after which the error clears and the Home screen appears.

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How do I fix poor print quality on the SendPro Mailstation?

Poor or missing print is usually an ink cartridge problem or the nozzles need cleaning. Make sure a Mailcoms Royal Mail approved cartridge is fitted, then run a test pattern and clean the nozzles.

1. Tap Settings > Ink Functions > Print Test Pattern and insert an envelope or tape sheet.
2. Compare the print to the on-screen examples. If good, tap Good Test Print, Continue, then Home. If bad or missing, tap Bad Test Print, Clean Print Nozzle, Next, then Done.

See our SendPro Mailstation Printing Support guide for ink replacement.

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How do I fix no internet connection on the SendPro Mailstation?

Internet problems can be caused by the wired or wireless connection, the settings or a firewall. Check your current connection type via Settings > Network Settings, then follow our Connection Support guide to troubleshoot.

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How do I fix an incorrect weight on the SendPro Mailstation?

If the weight does not change or is obviously incorrect, it is usually an internal error. Zero the scale (tap Weight > Zero Scale), move the USB cable to a different port, then restart and, if needed, hard reboot the device.

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How do I advance the date on the SendPro Mailstation?

You can print postage with a future date up to 7 days in advance.

1. Tap the date on the Home screen.
2. Tap Advance Date, then Select date to print.
3. Select the date from the calendar and tap Apply.

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How do I switch between classes on the SendPro Mailstation?

1. Place your mail piece on the scale or enter the weight manually.
2. Tap the arrows at the top of the display to choose from the available classes.

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How do I send international mail on the SendPro Mailstation?

To send international mail, set the destination country.

1. Place the envelope on the scale or enter the weight manually, and select a Cost Account if accounting is enabled.
2. Tap the arrows at the top of the display and scroll to Custom Job.
3. Tap International — previous destinations are listed, or tap Search Country, type the name and tap Search, then select the country.
4. Select the class of mail. The Home screen shows the two-letter country code.
5. Insert the letter, pushing it to the back and right to print. Tap Reset on the Home screen to return the destination to UK.

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How do Royal Mail rate updates work on the SendPro Mailstation?

The current Royal Mail rates are always loaded on the machine. It updates rates automatically and always prints using the current rates, pulling the latest information from the Cloud.

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How do I check or reset the piece count on the SendPro Mailstation?

To check the total piece count, tap Settings, tap the right arrow, then About Device > Usage Counters and see Total indica printed. To reset the batch count, tap Reset Batch Count on the same screen.

Note: A reset batch count cannot be restored. When moving the machine, keep it level and do not lift it by the grey feed deck.

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SendPro Mailstation Common Errors – Frequently Asked Questions