Help

Presto Service Bulletins and Troubleshooting

Find your questions–and the answers–here.

Q: What is a security code? How do I know if I need one?

A: To ensure the accurate delivery of messages, the Presto Service automatically gives each Printing Mailbox a unique security code. If the Printing Mailbox has printed a welcome page with a security code, please proceed as follows:

  • Step 1 – Sign in to your Presto account at: account.presto.com.
  • Step 2 – View the Printing Mailbox Activity & Settings panel on the bottom left of the page.
  • Step 3 – Click on the "Manage printer settings" link.
  • Step 4 – Click on the Security link.
  • Step 5 – Enter your security code in the blank text field and select the Submit button.

If you don't already have an account, you’ll need to create one. Getting started is easy: go to www.presto.com and follow the step-by-step instructions.

Q: My Printing Mailbox is working fine, but I recently received a Presto Bulletin saying that I need to reinstate my Presto Service with a security code. What should I do?

A: In the event that you are asked to reinstate your Presto Service, please do as follows:

  • Step 1 - Sign in to the Account Management website at account.presto.com.
  • Step 2 - View the Printing Mailbox Activity & Settings panel on the bottom left of the page.
  • Step 3 - Click on the "Manage printer settings" link.
  • Step 4 - Click on the Security link.
  • Step 5 - Enter your security code in the blank text field and select the Submit button.

Q: I received a Presto Bulletin email that the print cartridge is missing from the Printing Mailbox. What should I do?

A: The print cartridge was probably installed incorrectly or was removed from the Printing Mailbox. Simply install an HP 95 or HP 97 Tri-Color Print Cartridge. For installation instructions, click here. If you need a new print cartridge, click here.

Q: The carriage is stalled. What should I do?

A: In the event of a carriage stall, please proceed as follows:

  • Step 1 - Open the Printing Mailbox cover and then close it.
  • Step 2 - If the lights still blink, unplug the power cord from the power outlet. Make sure that both parts of the Printing Mailbox’s power cord are pushed all the way together and then plug it in again.
  • Step 3 - If the problem persists, contact Presto Customer Care at (800) 919-3199 between 6:30am-3:30pm (PT) Monday-Friday.

Q: What should I do if I receive an email message from Presto Bulletins notifying me that the Printing Mailbox can't print because the cover is open?

A: Contact the Printing Mailbox user and ask them to close the cover.

Q: I am not receiving expected email bulletins from Presto. What's wrong? How do I resolve this?

A: Presto sends various updates to account managers and Presto Mail senders via email. For example, we send optional Presto Mail delivery confirmations, low-on-ink status messages, etc. via email. Sometimes these bulletins will get unintentionally blocked by your spam filter. In order to resolve this issue and ensure you continue to receive these email bulletins in your Inbox, please add the email address presto_bulletins@presto.com to your list of approved senders inside your email application.

Q: What should I do when the ink light is on (but not blinking)?

A: The ink light turns on when the Printing Mailbox begins to run low on ink. Although your messages may continue to print correctly for a short time, the words will soon begin to fade and the image colors may not look correct. We recommend that you have a spare cartridge on hand to insert when you are ready to replace the old cartridge. To learn where you can obtain a new print cartridge, click here.

Q: What should I do if the ink light is blinking?

A: If the ink light is blinking, please review the list of possible problems and solutions listed below.

Problem Solution

No print cartridge is installed in the Printing Mailbox

Install an HP 95 or HP 97 Tri-Color Print Cartridge. For installation instructions, click here.

To learn where you can obtain a new print cartridge, click here.

The print cartridge is not installed correctly

Remove and reinstall the print cartridge. For installation instructions, click here.

To learn where you can obtain a new print cartridge, click here.

An incorrect print cartridge is installed

Remove the print cartridge and install an HP 95 or HP 97 Tri-Color Print Cartridge. For installation instructions click here.

To learn where you can obtain a new print cartridge, click here.

There is a problem with the print cartridge

Remove and reinstall the print cartridge. If the ink light continues to blink, replace the print cartridge with a new HP 95 or HP 97 Tri-Color Print Cartridge. For installation instructions click here.

To learn where you can obtain a new print cartridge, click here.

Note: The Printing Mailbox must be connected to power before you can remove or insert the print cartridge.

Q: The paper light is blinking. What should I do?

A: If the Paper Light is blinking, please review this list of possible problems and solutions:

Problem Solution

The Printing Mailbox is out of paper

Click here for instructions on how to load paper into the Printing Mailbox.

To learn how to obtain more paper from Presto, click here.

Incorrect type or size of paper is loaded in the Printing Mailbox

Use only plain, letter-sized (8.5 x 11-inch) paper in the Printing Mailbox. Do not use any other types of paper such as cards, envelopes, photo paper, or transparencies.

To learn how to obtain more paper from Presto, click here.

Paper may be jammed in the Printing Mailbox

Click here for instructions on how to clear a paper jam.

If the paper light continues to blink after you've tried the above solutions, check that the Printing Mailbox cover is closed properly.

Q: What should I do if there is a paper jam?

A: If paper is jammed in the Printing Mailbox, you will need to clear the jam. Remember: always remove the jammed paper from the back of the device. Trying to clear a paper jam from the front of the Printing Mailbox can damage the print mechanism. To clear the jam, please proceed as follows:

  • Step 1- Locate the plastic tab on the left side of the rear panel. Push the tab to the right to release the panel, then pull the panel away from the Printing Mailbox as indicated below.
  • Step 2 - Gently pull the paper out of the rollers. Caution: If the paper tears when you are removing it from the rollers, check the rollers and wheels for torn pieces of paper that might still be inside the Printing Mailbox. If you do not remove all of the pieces of paper, more paper jams are likely to occur.
  • Step 3 - Replace the rear panel. Gently push it forward until it clicks into place.
  • Step 4 - If the paper light continues to blink, open the top cover and then close it again.

Q: What should I do if both the ink and paper lights are blinking?

A: If both the ink and paper lights on the Printing Mailbox are blinking and you do not find any paper jam in the device, the carriage may be stalled.

Please proceed with the following steps:

  • Step 1 – Open the Printing Mailbox cover and then close it.
  • Step 2 – If the lights still blink, unplug the power cord from the power outlet. Make sure that both parts of the Printing Mailbox's power cord are pushed all the way together and then plug it in again.
  • Step 3 – If the problem persists, contact Presto Customer Care at (800) 919-3199 between 6:30am-3:30pm (PT) Monday-Friday.

Q. Why is the power light blinking?

A. The power light is blinking because the Printing Mailbox is busy doing one of the following: in the process of connecting to the Presto Service; downloading pages to be printed; or printing. The power light will stop blinking when the Printing Mailbox is no longer busy with these activities.

Q: I recently set up the Printing Mailbox and have not received any messages. What should I do?

A: Please check the following items:

  • Verify that the blue Ready light on the front right corner of the Printing Mailbox is lit. If not, be sure that the Printing Mailbox is plugged into power.
  • Verify that the phone line is plugged into the wall and into the Printing Mailbox.
  • Verify that the print cartridge supplied with your Printing Mailbox is installed and that the plastic tape (with the pink tab) has been removed from the cartridge.
  • Verify that your Presto Account has been setup, and double-check the email address to which messages are being sent.
  • Sign-in to the Account Management website at account.presto.com to verify that the email addresses that are sending messages are included in your Presto Friends list.

Q: The Printing Mailbox stopped receiving and/or printing email messages. What should I do?

A: Please check the following:

  • Verify that the blue Ready light on the front right corner of the Printing Mailbox is lit. If not, be sure that the device is plugged into the power outlet.
  • Verify that the phone line is plugged into the wall and into the Printing Mailbox.
  • Verify that the print cartridge is properly installed, is not empty, and that the plastic tape (with the pink tab) has been removed.
  • Double-check the presto email address to which email is being sent.
  • Verify that the email address from which messages are being sent is included in the Presto Friends list on the Account Management website at account.presto.com.
  • Is the Ink light blinking? Click here for instructions on how to diagnose this problem.
  • Is the Paper light blinking? Click here for instructions on how to diagnose this problem.
  • Are both the Ink and Paper lights blinking? Click here for instructions on how to diagnose this problem.

Q: The Printing Mailbox is intermittently receiving messages. What should I do?

A: Please do the following:

  • Keep in mind that your Printing Mailbox only checks for messages up to five times per day, according to the time preferences selected on the Account Management website. Messages sent in between those times will be delivered the next time the Printing Mailbox dials out.
  • If no messages are being received from a specific email sender, please confirm that the sender's email address is entered correctly on the Presto Friends list on the Account Management website at account.presto.com.

Q: Why isn't there a “Next Call” time listed on the Presto Account Management page for the Printing Mailbox?

A: If the Printing Mailbox misses a scheduled call time, then the next scheduled call time is not displayed on the Account Management page. Once the Printing Mailbox successfully connects to the Presto service, the next scheduled call time will again be displayed.

Q. Why would a Printing Mailbox miss a scheduled call time?

A. The Printing Mailbox may miss a call time for any of the following reasons:

  • There is no paper in the Printing Mailbox
  • There is no ink cartridge in the Printing Mailbox
  • There is a paper jam
  • The phone line is not correctly inserted into the Printing Mailbox or wall outlet
  • The power cord has separated from the power adapter or it is not properly attached to the Printing Mailbox or wall outlet
  • The telephone line is in use at the scheduled call time
  • There is DSL service in the home and there is not a DSL filter attached to the phone jack where the Printing Mailbox is connected
  • The quality of the phone line or phone service is not sufficient to allow for data modem connections
  • Poor weather may be adversely affecting the quality of the phone connection
  • The dial tone is altered indicating voice mail (if the user has phone company hosted voice mail service)

Q. If the phone line is in use at the scheduled call time, when will the Printing Mailbox call into the Presto service next?

A. If the phone line was in use or it was disconnected at the scheduled call time, the Printing Mailbox will try again 10 minutes after its initial attempt. It will continue trying to contact the Presto service every 10 minutes until it is successful for up to 3 hours after the scheduled call time. If the phone line is in use for 3 hours or more, the Printing Mailbox will call the Presto service again at the next scheduled call time.

Q. If the Printing Mailbox is experiencing a printing problem and does not call the Presto service, when will it call the service next?

A. If there is no paper, there is no ink cartridge or the cartridge is inserted incorrectly, or if there is a paper jam, the Printing Mailbox will skip call times for up to 25 hours and then attempt to connect to the service. As soon as the issue is resolved, the Printing Mailbox will attempt to connect to the service at the next scheduled call time.

Q. If the dial tone is altered indicating there is a voice mail waiting (the user has phone company hosted voice mail service), and the Printing Mailbox misses a scheduled call time, when will it call the service next?

A. Once the dial tone returns to normal, usually after the voice mail is heard and/or erased, the Printing Mailbox will call the Presto Service at the next scheduled call time. If the dial tone is persistently or frequently altered due to voice mail, and the Printing Mailbox misses several scheduled call times over a two week period, the Printing Mailbox will adopt advanced dialing settings that will enable it to ignore the voice mail tone and resume its normal call schedule. Presto Customer Care can also reset the Printing Mailbox to ignore the altered dial tone and resume the normal call schedule if they determine this is the problem. To reach Presto Customer Care, call (800) 919-3199 between 6:30am-3:30pm (PT) Monday-Friday.

Q. When will the Account Manager page be updated showing the next scheduled call time?

A. Once the Printing Mailbox successfully connects to the Presto Service, the Account Manager page will display information regarding the last successful call and the next scheduled call time.

Q. What if the ink and paper are full, the power and phone cords are properly connected, there is no DSL interference, and the Printing Mailbox still does not call as scheduled?

A. It is possible that the Printing Mailbox is encountering phone line quality issues when it is trying to call in to the Presto Service. These types of problems can occur in both old and new houses and are the result of too much noise or “interference” on the line itself. Poor weather can also cause or contribute to these problems.

Q. How can the phone line have a problem if the Printing Mailbox user has been making and receiving phone calls and they don't hear any noise when they pick up the phone for a dial-tone?

A. While the telephone may work perfectly fine for voice calls, the Printing Mailbox is using a modem to communicate data over the phone line. Modems are very sensitive to subtle extra sounds on the line that are not audible while using the telephone.

Q. What can I do to resolve potential problems with the phone line?

A. If you have confirmed that all other potential obstacles with regard to connecting to the Presto service have been resolved, please call Presto Customer Care at (800) 919-3199 between 6:30am-3:30pm (PT) Monday-Friday to help you in resolving phone line issues. We can work with you to arrange an evaluation from the phone company regarding the quality of the phone line.

Q. I have digital phone service from my cable company. Will Presto work?

A. Presto has been developed and tested to work with traditional (analog) phone lines. Some customers have successfully used Presto with a digital phone line from their cable company. However, due to the many different configurations, adapters and providers, we cannot say with certainty if your particular combination will work. You may need a digital phone line-to-analog converter device.

Q. How do I determine what type of phone service I have?

A. If you are unsure if you have analog, digital, or VoIP service, please contact your phone service provider.

Q. How do I know if a message I sent to a Presto Printing Mailbox was delivered?

A. Unless you have opted out of this feature, you should receive a Delivery Confirmation via email within 30 minutes of the message being delivered to the Presto Printing Mailbox. If you are an Account Manager for a Presto user, you can also check on all messages delivered and pending from your PrestoConnect homepage. Just click on "view activity details" under Printing Mailbox Activity & Settings at the bottom of your PrestoConnect homepage.

Q. How soon after the message was delivered to the Presto Printing Mailbox will I receive a Delivery Confirmation?

A. Within 30 minutes or less of a message being delivered to the Printing Mailbox, the Presto Service will send you a Delivery Confirmation to your email address.

Q. I have never received a Delivery Confirmation for a message sent to the Presto Printing Mailbox. Why not?

A. Delivery Confirmation is a new feature that became available in November 2008. If you sent messages since then and have not seen a Delivery Confirmation in your email, then it is possible that notifications from Presto are being blocked by your spam filter. To resolve this issue, please add "presto_bulletins@presto.com" to your acceptable senders list in your email application. If you previously opted out of receiving Delivery Confirmations or if you previously opted out of receiving all optional Presto Bulletins, and you would like to start using this feature, please contact Presto Customer Care at (800) 919-3199 between 6:30am-3:30pm (PT) Monday-Friday and an agent can reactivate this feature for you. Finally, it is possible the Presto user's Printing Mailbox is not connecting to our service regularly and they are not receiving all of their messages. If you are an Account Manager for a Presto user, then you should see a message on your PrestoConnect homepage indicating the Printing Mailbox has not contacted the service recently.

Q. The Delivery Confirmation says the message was delivered to the Printing Mailbox successfully. Does that mean it printed out?

A. If a message is delivered to the Printing Mailbox, it means it was successfully downloaded to the device. If the Printing Mailbox has paper and ink and no paper jam, then a message should print immediately after being delivered.

Q. I do not want to get Delivery Confirmations for messages sent to the Presto Printing Mailbox. How do I turn this feature off?

A. To stop receiving Delivery Confirmations from Presto , just choose "Opt-out" at the bottom of the confirmation message. You can also do this by contacting Presto Customer Care at (800) 919-3199 between 6:30am-3:30pm (PT) Monday-Friday.

Q. I opted out of getting Delivery Confirmations for messages sent to the Presto Printing Mailbox. How do I turn this feature back on?

A. To start receiving Delivery Confirmations indicating messages have been delivered to the Printing Mailbox, you will need to contact Presto Customer Care at (800) 919-3199 between 6:30am-3:30pm (PT) Monday-Friday.

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