Pitney Bowes Relay 5000, Operator'S Manual, Page: 112 / 202

5-16 SV63136 Rev. A
5 • Troubleshooting
Table 5-8 High Capacity Envelope Feeder Problems
Problem Cause Action
Failure to feed.
OR
Skew of envelopes.
Envelopes not advancing
down Tail Prop.
Push or tap the bottom of the stack of envelopes to
advance down Tail Prop.
• Separator Gap too tight.
• Side Guides too loose
or too tight.
• Incorrect Tail Prop
position.
Check the Separator Gap, Side Guide, and Tail Prop
settings. Refer to Loading the HCEF in Chapter 3
of this guide for instruction on the various setup
adjustments.
Debris in area below HCEF. Remove debris.
Double feeds (envelopes fail to
separate), stream feeds.
Separator Gap adjustment
too wide.
Perform Separator Gap adjustment. See Adjusting the
HCEF Separator Gap in Chapter 3 of this guide.
Incorrect Tail Prop position. Perform Tail Prop adjustment. See
Adjusting the HCEF
Tail Prop in Chapter 3 of this guide.
Envelopes nested, stuck or
glued together.
Remove unsatisfactory envelopes.
System incorrectly detects
double feeds.
Double detect is seeing flap
or seam of insert envelope
• Set the custom double detect window where there
is no flap, seam or window on the envelope.
OR
• Turn double detect off.
Refer to Insert Options in Chapter 3.
First piece following trial piece
is a false double.
The initial trial piece was
likely a real double.
Run the trial piece again.
Refer to
Running a Trial Piece in Chapter 3 .
Envelopes stop in flapper.
OR
Envelopes stop in the transport
beyond the flapper and are not
flapped or partially flapped.
Incorrect loading of
envelopes.
Ensure envelopes are properly oriented per the
loading instructions on the display screen.
Envelopes stuck or glued
together.
Ensure envelope flaps are not bonded to the body of
the envelope. Remove unsatisfactory envelopes.
Side Guides set too loose or
too tight.
Perform Side Guide adjustment. Refer to Adjusting the
HCEF Side Guides
in
Chapter 3
of this guide.
Problem Cause Action
Envelope exit through letter
path is unreliable; envelope is
damaged.
Collations may be too stiff
to exit through the letter exit
path.
If the envelope is longer than 6 inches (152mm),
process it through the flat exit path:
1. At the Home screen select: “Menu”, then “Job”.
2. Select “Edit Current Job”, then “Choose the Item
to modify” and “Edit Highlighted Item”.
3. Select “Additional Setting”, then “Advanced”, and
“Stiff Media”.
4. Select “Yes”.
NOTES:
• If the Stiff media option is not available (grayed
out), enable it in the system setting.
• If the envelope is not a flat envelope, the system
assigns the envelope to a Tower feeder even if a
HCEF is installed on the machine.