VERIFIED SOLUTION i

Resolve Error 1964 on the DM500, DM525 and more

Products affected: DM500™, DM525™, DM550™, DM575™, DM800™, DM800i™, DM825™, DM875™, DM900™, DM925™, DM1000™, DM1100™

Issue

The meter displays error code 1964 and will not print.

Cause

There is a problem with the internal printer, most likely because the ink tube is caught around the print head.

Resolution

UPDATED: November 22, 2016
To correct this issue:
  1. Open the top cover where the ink cartridge holder and print head are located.
  2. Move the ink tubes away from the print head.
  3. Reboot the machine:
    1. Turn the power off with the power switch.
    2. Wait for the display to turn off.
    3. Wait one to three minutes.
    4. Turn the power switch back on.
If the issue is not resolved, contact customer support from 8 am to 8 pm Eastern Time. Please have your model number ready.