VERIFIED SOLUTION i

Resolve error 031A410032 "Failed to detect mailpiece thickness" on the Connect+ series and SendPro P series

Products affected: Connect+® 500W, Connect+® 1000, Connect+® 2000, Connect+® 3000, SendPro® P1000, SendPro® P1500, SendPro® P2000, SendPro® P3000

Issue

The Connect+® / SendPro™ P Series is displaying error code 031A-41-0032 "Failed to detect mailpiece thickness".

Cause

The meter could not detect the thickness of the mail piece.

Resolution

UPDATED: September 20, 2017
To resolve this issue:
  1. Lift the front cover.
  2. Remove all mail pieces and debris from the mail path.
  3. Close the front cover and reboot the machine:
    1. Select the Gear from the lower right corner of the home screen.
    2. Select Shut Down from the menu.
    3. Select Shut Down on the popup.
    4. Wait for the screen to go black and the blue light on the front to go out. This may take several minutes.
    5. After everything has been off for 10 seconds, press the power button to power the machine back up.
If the error code returns, contact customer support. Please have your model number ready.