Mach 5 (950C) Common Issues and Solutions.doc Rev. 12-19-11 Neopost USA Addressing Group
8
14. Printer stops and Toolbox displays “PaperPath_Printzone_Blocked” or PaperPath_PaperJam, but
there is no physical paper jam.
The PaperPath Entrance or Exit sensors are staying blocked (interrupted) for too long, or not seeing the
leading/trailing edge or the media at the appropriate timing.
Possible Causes:
a. Media is slipping/hesitating as it feeds through the print engine.
b. The PaperPath Entrance or Exit sensors are dirty (not responding properly).
c. Non-reflective areas, on the under-side of media, are traveling over the PaperPath Exit sensor.
Possible Solutions:
a. Check to be sure media meets min/max media specs. Minimum media length is 4.125”.
b. Check to be sure the PaperPath sensors are clean. See the Service Guide for help on locating, cleaning
and checking the condition of these sensors.
c. If possible; rotate the media feed direction (orientation); so the non-reflective areas, on the underside of
the media, don’t travel over the PaperPath Exit sensor.
d. Future solution. Select the "Ignore Exit Sensor" feature, located in the "User" Interface screen of the
Toolbox, and click "submit". Once selected, this feature provides the ability to run media that is non-
reflective to the PaperPath Exit sensor.
NOTE: This option is not available in firmware version 110513 or earlier; however it is scheduled to be
included in the next firmware release.
15. Printer intermittently stops and the Toolbox displays the “Data_Path_Underrun” message.
a. Issue is occurring when trying to print a PDF from Adobe Acrobat.
Possible Cause:
Image is exceeding max print area of printer or possible Adobe Acrobat issue.
Possible Solutions:
- Verify that the piece size, in the software and driver does not exceed the maximum print area of the
printer. Max = 8.5” wide x 17” long.
- Try printing in a different orientation (portrait vs landscape)
- If using Adobe; try selecting or unselecting auto-rotate and center or select “Scale to fit media” option.
- If using Adobe; try using another PDF reading/printing product (Example: Foxit
®
).
We have come across a few cases where the printer gives this error when printing from Adobe Acrobat;
but not when printing from “Foxit
®
”. See www.foxitsoftware.com. At this time; we are not sure why this
issue occurs with some Adobe Acrobat installs.
b. Issue occurs no matter what software program or media is being used.
Possible Cause:
Problem reading Encoder Disk (wheel); due
to ink on Encoder Wheel.
Possible Solution:
Install the Encoder Shield Kit (part # 42-
900-20). This shield protects the encoder wheel from ink
splatter. Valid for printer S/N 100027598 and lower. If you
have a printer, in this serial number range, that is
experiencing this problem; one of these kits can be obtained,
free of charge, by placing an order for 42-900-20 and
provide the serial number of your printer.
(56 pages)
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