Users Guide
January 2017
Trademark Acknowledgments
Datacard is a registered trademark and service mark of Entrust Datacard Corporation in
the United States and other countries.
Entrust is a registered trademark and service mark in the United States and other
countries.
All other product names are the property of their respective owners.
Proprietary Notice
The design and information contained in these materials are protected by US and
international copyright laws.
All drawings and information herein are the property of Entrust Datacard Corporation. All
unauthorized use and reproduction is prohibited.
Entrust Datacard
1187 Park Place
Shakopee, MN 55379
Phone: 952-933-1223
Fax: 952-933-7971
www.entrustdatacard.com
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Compliance Statements
Liability
The WARNING and CAUTION labels have been placed on the equipment for your safety. Please do
not attempt to operate or repair this equipment without adequate training. Any use, operation,
or repair in contravention of this document is at your own risk.
Safety
The following basic safety tips are given to ensure safe installation, operation, and maintenance
of Entrust Datacard equipment.
Connect equipment to a grounded power source. Do not defeat or bypass the ground lead.
Place the equipment on a stable surface (table) and ensure floors in the work area are dry and
non-slip.
Know the location of equipment branch circuit interrupters or circuit breakers and how to turn
them on and off in case of emergency.
Know the location of fire extinguishers and how to use them. ABC type extinguishers may be
used on electrical fires.
Know local procedures for first aid and emergency assistance at the customer facility.
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Regulatory Compliance
EMC Compliance Notice
To ensure compliance of the model RX10 retransfer printer to the radiated emissions
requirements for class A Information Technology Equipment, be sure to use a shielded Ethernet
cable when connecting to your network
This device complies with Part 15 of the FCC Rules. Operation is subject to the following two
conditions: (1) This device may not cause harmful interference, and (2) this device must accept
any interference received, including interference that may cause undesired operation.
This digital apparatus does not exceed the Class A limits for radio noise for digital apparatus set
out in the Radio Interference Regulations of the Canadian Department of Communications.
Le prsent appareil numrique n'met pas de bruits radiolectriques dpassant les limites
applicables aux appareils numriques de la classe A prescrites dans le Rglement sur le brouillage
radiolectrique dict par le ministre des Communications du Canada.
This Device complies with Industry Canada License-exempt RSS standard(s). Operation is subject
to the following two conditions: 1) this device may not cause interference, and 2) this device
must accept any interference, including interference that may cause undesired operation of the
device.
Cet appareil est conforme avec Industrie Canada RSS standard exemptes de licence(s). Son
fonctionnement est soumis aux deux conditions suivantes: 1) ce dispositif ne peut causer des
interfrences, et 2) cet appareil doit accepter toute interfrence, y compris les interfrences qui
peuvent causer un mauvais fonctionnement du dispositif.
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Notice for Europe
The EU Declaration of Conformity can be found on EntrustDatacard.com
WARNING: This is a class A product. This equipment is compliant with class A of either CISPR32 or
CISPR22. In a domestic/residential environment this equipment may cause radio interference, in
which case the user may be required to take adequate measures.
WEEE: The model RX10 retransfer printer uses a lithium coin cell battery. Refer to the service
manual for battery removal instructions.
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Korea Communications Commission (KCC) statement
WARNING: This product contains chemicals, including lead, known to the State of California to
cause cancer, and birth defects or other reproductive harm. Wash hands after handling.
Entrust Datacard believes that its products are not harmful when used as designed. However, the
above warning is made in compliance with the State of California Safe Drinking Water and Toxic
Enforcement Act of 1986, which requires warning labels on products that may contain elements
that the State of California considers harmful.
This notice is required by California Code of Regulations, Title 22, Division 4.5, Chapter 33: Best
Management Practices for Perchlorate Materials. This product/part includes a battery that
contains Perchlorate material.
vi
Revision Log
CE840 Instant Issuance System Users Guide
C March 2014 Updates for Card Printer Driver 5.0 and new supplies and
features
D February 2015 Updates for Card Printer Driver 6.0; added IPv6 information
E November 2015 Updates for Card Printer Driver 6.2 and new firmware
functionality
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viii
Contents
Chapter 1: Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
About this Manual. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Intended Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
ix
Load the Cleaning Sleeve . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Load the Print Ribbon (Optional). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Load Cards in the Input Hopper . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Use the Exception Slot. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Chapter 5: Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Locate a Problem Within the Card Production System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Locate a Problem with Basic Printer Functions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Tools for Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Installation Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Card Printer Driver Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
The Card Printer Driver does not detect the network-connected printer . . . . . . . . . . . . 54
Driver status or Windows print queue does not provide expected data . . . . . . . . . . . . . 54
Card Appearance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Print Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Indent Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Topping Foil Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Magnetic Stripe Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Use Advanced Troubleshooting Tools. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Card Jams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Printer Card Jam . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Embosser Card Jam . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Repair Broken Indent Ribbon or Topping Foil. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Messages and Conditions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Messages on the Printer LCD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Messages from the Card Printer Driver on the PC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Messages from Printer Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Other Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Respond to Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Printer Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Close and lock doors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
100: Request not supported. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
101: Job could not complete . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
102: Card not in position . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
103: Printer problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
104: Critical problem. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
105: Magstripe data error. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
106: Magstripe data not found . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
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107: Magstripe read data error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
108: Magstripe read no data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
109: Print ribbon problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
110: Print ribbon out or missing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
111: Card not picked . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
112: Card hopper empty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
113: Close cover to continue. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
114: Cover opened during job . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
116: Magstripe not available . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
117: Reader not available . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
118: Print ribbon type problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
119: Print ribbon not supported . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
120: User paused the printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
121: Print ribbon not identified. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
122: Magstripe format problem. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
123: Insert new card side 1 up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
124: Insert same card side 2 up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
149: Option not installed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
150: Print while unlocked . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
151: Failed to lock . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
152: Insert new card side 2 up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
153: Insert same card side 2 up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
170: Insert new card side 1 up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
171: Insert same card side 1 up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
172: Insert cleaning card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
173: Improper shutdown. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
224: Supply region not valid. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
245: Configuration error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Embosser Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
125: Emboss critical error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
126: Emboss format error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
127: Emboss transport error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
128: Embosser card jam . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
129: Embosser topper jam . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
130: Embosser card entry jam . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
131: Embosser card exit jam . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
132: Embosser card stack full . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
133: Embosser card reject full . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
135: Indent ribbon supplies out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
136: Indent ribbon break . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
137: Embosser wheel error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
138: Embosser indent error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
139: Lost card, open emboss cover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
140: Embosser not available . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
141: Close emboss cover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
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142: Emboss cover error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
143: Topping foil problem. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
144: Topping foil out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
145: Topping foil type problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
146: Topping foil support err. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
147: Topping foil no tag found . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Driver-Only Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
500: The printer is not available . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
501: The printer connection was lost. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
502: The card data is missing or is not usable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
504: The card data is missing or is not usable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
505: USB communication issue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
506: A card is currently processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
507: The printer is unlocked . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
508: The printer is shutting down . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
509: The printer is offline or suspended . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
510: The printer is unlocked . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Driver SDK Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
511: Cannot lock or unlock the printer. Locks are not installed. . . . . . . . . . . . . . . . . . 87
512: Cannot lock or unlock the printer. The password is incorrect or invalid. . . . . . . 87
513: Cannot lock or unlock the printer. The printer is busy. . . . . . . . . . . . . . . . . . . . . . 87
514: Cannot lock or unlock the printer. The cover is open. . . . . . . . . . . . . . . . . . . . . . 87
515: Failed to lock or unlock the printer. The locks did not function. . . . . . . . . . . . . . 87
516: Timeout expired before bar code could be read. . . . . . . . . . . . . . . . . . . . . . . . . 87
517: Wrong printer job ID. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
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Chapter 1: Introduction
How to use the system, including how to power the system on and off, how to use the front
panel and LCD menus, card processing basics, how to print a test card, and how to load and
replace supplies.
An additional Installation and Administrators Guide is available for use by administrators or other
professionals responsible for printing cards. Refer to the Owners Library CD.
Intended Audience
The manual is intended for the printer operator responsible for printing cards, loading and
replacing supplies, printer maintenance, and troubleshooting.
Technical Support
Use the following to contact Entrust Datacard Technical Phone Support.
Americas +1 800.328.3996 or
+1 952.988.2316
This chapter introduces the CE840 instant issuance system and its
components.
This guide provides operator information and describes how to use the various components and
perform routine tasks.
The system receives data from a PC or other computer, personalizes the card using that data, and
presents a finished card. The system is a multi-component system consisting of the following:
Printer
Component
Embosser
Component
Printer Component The printer provides print and encoding features. It processes
magnetic stripe data and programs smart card chips using
secure encryption.
Embosser Component The embosser produces raised characters and numbers on the
front of the card. An optional indenter can produce indented
characters on the back or the front of the card.
Cover Ridges
Front Panel
Printer
Cover Ridges Press down on the ridges when closing the swingarm to
make sure that it latches completely on both sides.
Front Panel The front panel Includes the user button, status lights,
power button, and LCD panel with navigation keys.
Card Input Hopper Load the cards to use with the system into the input
hopper. The input hopper holds up to 100 cards.
Printer Lock
Network
Connection
Embosser
Connection
Power
Connection
Power Connection The power connection provides a plug-in receptacle for the
printer power supply.
Manual Advance Knob The manual advance knob allows you to move the card in the
card track to clear a card jam.
Ribbon Cartridge Handle The handle allows you to remove the print ribbon cartridge
from the printer. Open the printer swingarm to remove the
cartridge.
Network Connection The network connection connects the system to a network via
Ethernet.
Embosser Supplies
Access Door
Embosser Access
Door Lock
Card Output
Hopper
Cable Guide The cable guide keeps the interconnect data cable between
the printer and embosser hidden.
Printer Mounting Pins The mounting pins align the printer with the embosser.
Card Transfer Area The card transfer area receives the card from the printer
component and places it in position for embossing and
indenting.
Printer Mounting Lock The mounting lock secures the printer to the embosser.
Embosser Supplies The embosser supplies access door provides access to the
Access Door indent ribbon and topping foil cartridges.
Embosser Access Door The embosser access door lock provides secure access to the
Lock embosser supplies.
Card Output Hopper The card output hopper holds up to ten completed cards.
Cable Lock Receptacle The cable lock receptacle allows you to connect a cable-style
lock to the embosser.
Power Connection The power connection provides a plug-in receptacle for the
embosser power supply.
Manual Advance
Knob
Indent Ribbon
Cartridge
Printer Lock Lever The lever locks the printer to the embosser. Slide the lever to
the right to lock the components together.
Manual Advance Knob The manual advance knob allows you to move the card in the
card track to clear a card jam.
Indent Ribbon Cartridge The indent ribbon cartridge holds the indent ribbon supply.
Reject Tray The reject tray holds up to five unfinished cards or cards that
were not processed properly. Empty the reject tray regularly
to prevent card jams.
Topping Foil Cartridge The topping foil cartridge holds the topping foil supply.
The printer configuration label shows the printer name, serial number, configuration, date
and country of assembly, and the MAC address to use when the printer is connected using an
Ethernet network.
The embosser configuration label shows the embosser name, serial number, configuration,
and date and country of assembly.
Both configuration labels provide information that is useful when requesting service. They also
help you know which components are installed. Additional labels may be attached to the printer
and embosser to indicate components installed by the dealer or sales group after the system was
manufactured.
Configuration
Label
Duplex D1=Duplex
D2=Duplex with Dual Magnetic Stripe
D3=Duplex, Duplex disabled
Configuration Label
Topper X=None
T=Topper
Indent X=None
I=Indent
This section details information about how the card travels through the
system, how the data is received and processed, and how to use the
features of the system, such as the printers front panel.
ID software designed specifically to capture, format, and save the data for cards.
You also can use Datacard Printer Control Language (DPCL2) to write a custom application
that meets the needs of your organization. The application must be able to:
Contact your system administrator for details about processing cards with your systems
configuration.
The card flipper turns the card over so that Unfinished cards or cards not
characters can be embossed on the front of processed properly are placed
the card. in the reject tray inside the
1. Characters are embossed. embosser.
2. Topping foil is applied to the characters.
The card moves to the magnetic stripe encode area or to the smart card park station depending
on the type of card selected. Encrypted data is decrypted and written to the card. When magnetic
stripe and smart card functions are complete, the card is transferred to the embosser
component.
If the card design includes indent data and the embossing wheel includes optional indent
characters, the system processes the indent data first. On entering the embosser, the card is
flipped to indent characters on the back of the card. If the card design includes indent characters
on the front of the card, the card is turned automatically and moved back to the indent module to
indent the characters on the front of the card.
The system then processes the emboss data. The emboss function is a two-step process. First the
characters are embossed and then topping foil is applied to those characters.
The printer uses advanced SSL/TLS encryption that supports the AES-256 (Advanced Encryption
Standard) and 3DES (Triple Data Encryption Standard).
The printer does not accept magnetic stripe or smart card data that is not encrypted. If non-
encrypted data is sent to the printer, a message displays on the printers LCD panel and the card is
rejected.
LCD Panel
Status Lights
Ribbon
Cards
Power
Button User Light &
Down Up Enter User Button
Arrow Arrow
Power Button
Use the POWER button to power the system off and on. All lights show steady amber while the
system powers on.
To power off the system, press the POWER button for 1 to 2 seconds until the system powers off.
To power off the system while processing cards, press the button for 2 or more seconds. Card jobs
do not complete and are sent to the reject tray.
Press the up or down arrow key while the LCD panel displays Ready to display additional
information about the printer on line 2, including the firmware version, printer model, serial
number, network IP address, embosser serial number and version, and supply part numbers. If
the printer includes a print ribbon with a region code, the region code also displays. If you do not
press a key for 30 seconds, the LCD panel returns to the default Ready message.
When you use the arrow keys to view the printer IP address, only the IPv4 address
displays. To see the IPv6 addresses available to the printer, you must use the LCD
Status menu. Refer to Retrieve an IPv6 Address on page 26.
Determine whether the system is ready, busy, or not available. Indicators include the
following. Refer to Messages and Conditions on page 65 for a list of the LCD messages that
correspond to the USER light.
Flashing green The system is busy. The light flashes slowly (every
2 seconds).
OR
The system has a hardware error in the embosser.
The light flashes quickly (every 1/2 second).
Card Light
The card light flashes green when the system has a card problem in the embosser component and
flashes amber when the system has a card problem in the printer component.
A message displays on the LCD panel with details of the problem when the card light is flashing
quickly (every 1/2 second). Refer to Messages and Conditions on page 65 for a list of the LCD
messages that correspond to the card light.
For a list of printer and embosser messages and recovery information, refer to Respond to
Messages on page 69.
Press the USER button to suspend the printer. Then, press ENTER to enter the menu system. Use
the arrow keys to move through the menus, and press ENTER to make a selection. The menu
system has four major branches:
Use the Maintenance menu to run a cleaning card, print a test card, or reset the locks on the
system.
Use the Status menu to see settings and data about the printer.
Use the Configuration menu to change printer settings.
Use the Activate menu to enable and disable secure features of the printer. This menu is used
only during installation or removal of a financial system that requires activation.
The printer returns to the Ready status after two minutes of no activity. Changes that have
not been applied are lost.
To leave a selection without changing the value, press the up or down arrow key until Exit
displays, and then press ENTER.
You can use the LCD menu to view or change several printer settings, including the following:
View the Printer Serial Number from the LCD Menu on page 23
Press the up or down arrow key while the printer displays Ready. Refer to Down Arrow, Up
Arrow, and Enter Key on page 17.
To use the LCD Status menu, begin when the printer displays Ready. The USER button shows
steady green.
4. Press the USER button to return the printer to Ready. The USER
button glows green and the printer is available to print cards.
Press the up or down arrow key while the printer displays Ready. Refer to Down Arrow, Up
Arrow, and Enter Key on page 17.
The printer supports both IPv4 and IPv6 addressing. Because an IPv6 address is much longer than
an IPv4 address, the LCD displays the two types of addresses differently.
Retrieve an IPv4 Address
The following steps describe how to display an IPv4 address using the Status menu. You also can
display the subnet mask, gateway address, and MAC address, if necessary.
Begin with the printer power connected, and the printer connected to the network.
11. Press ENTER. Then, press the USER button to return the printer
to Ready. The USER button glows green.
A printer on an IPv6 network can be configured to use one or more of the following methods,
depending on how the network is set up:
Link Local IPv6 address: The printer and PC clients are restricted to the same subnet. Link
local is enabled automatically when IPv6 is enabled and offers the best security for your
network.
Stateless Address AutoConfiguration (SLAAC): One or more routers with IPv6 enabled on the
subnet give out a subnet prefix that allows access to IP addresses.
Manual IPv6 Address: The printer has a designated IPv6 address on a specified subnet. The
address does not change without manual intervention. This is similar to an IPv4 static IP
address.
The method used is enabled or disabled using the LCD Configuration menu. Refer to the printers
Installation and Administrators Guide for more information about enabling IPv6.
The following steps describe how to display an IPv6 address using the Status menu.
Begin with the printer power connected, and the printer connected to the network.
3. Press the down arrow key until the address method used
by your network displays on line 2.
DHCP
SLAAC
Manual
Local
This example shows the LCD display for an IPv6 Manual address. DHCP, SLAAC,
and Local addresses behave the same, as does the gateway address for a manual
address.
6. Press ENTER. Then, press the USER button to return the printer to Ready. The USER button
glows green.
Begin with the printer displaying Ready. The USER button shows steady green.
a. Press the down arrow key until Status displays on line 2 of the LCD panel.
4. Press the down arrow to display Exit on line 2 of the LCD panel.
Press ENTER to exit to the Card Counters menu.
7. Press ENTER. Then, press the USER button to return the printer to Ready. The USER button glows
green.
Begin when the printer displays Ready. The USER button shows steady green.
1. Enter the menu system.
Or
a. Press an arrow key until Exit displays on line 2 of the LCD panel.
6. Press ENTER. Then, press the USER button to return the printer to
Ready. The USER button glows green.
a. Press an arrow key until Exit displays on line 2 of the LCD panel.
5. Press ENTER. Then, press the USER button to return the printer to
Ready. The USER button glows green.
System administrators and service providers can use Printer Manager to fine-tune card
appearance, set advanced options, and troubleshoot printing problems.
For more information about specific tasks available to the end user, refer to the printers
Installation and Administrators Guide.
If the embosser supplies are preloaded into their cartridges, install the cartridges into the
embosser component.
The topping foil and indent ribbon cartridges are not interchangeable. They fit only
into the designated cartridge area.
IMPORTANT! Do not separate the silver take-up spool away from the blue supply spool.
3. Roll out and route the foil around the rollers on the
topping foil cartridge. A diagram on the cartridge
shows the correct routing pattern.
The cleaning sleeve is accessible when the print ribbon cartridge is removed from
the printer.
Cleaning Roller
Spindle
Protective
Wrapper
b. Open the printer swingarm and remove the print ribbon cartridge. (Refer to Load the
Cleaning Sleeve on page 36.)
3. Load a new cleaning sleeve. Refer to Load the Cleaning Sleeve on page 36.
Insert ISO magnetic stripe cards with the stripe (back side) facing down and to the right.
Insert smart cards with the smart card chip facing up and toward the back of the hopper.
A diagram inside the input hopper shows the correct orientation for each type of card.
2. Load the cards into the input hopper. The input hopper
can hold up to 100 cards.
3. Close the input hopper and lock the printer when you
finish loading cards.
2. Push the card all the way into the input hopper. The card
slides under any cards already in the input hopper so
that it can be picked.
Keep the area around the system free of obstructions that may limit ventilation or access to
components.
If there are unprinted lines on a card. This can indicate dirt or contaminants on the printhead.
If the printhead is touched accidentally. Oils from hands can affect print quality and damage
the printhead.
b. Open the printer swingarm and remove the print ribbon cartridge.
42 System Maintenance
Clean the System
Run a cleaning card to clean debris from the inside of the system. The cleaning card can remove
most contaminants from the system. Run a cleaning card after every 500 cards processed by the
system, or more often depending on your environment or if card quality diminishes.
If the card light is blinking amber and there are cards in the input hopper, the systems
configured cleaning count has been reached and it is time to clean the system. The
number of cards between cleaning is set in the Printer Manager FrontPanel settings.
Refer to the Printer Manager section of the printers Installation and Administrators
Guide.
Begin when the printer displays Ready. The USER button shows steady green.
c. Open the printer cover and remove the print ribbon cartridge.
d. Place a new cleaning sleeve on the print ribbon cartridge and remove the protective
wrapper. Refer to Load the Cleaning Sleeve on page 36.
44 System Maintenance
g. Unlock the embosser and open the supplies access door.
h. Remove the used cleaning card from the reject tray and discard it.
Change the cleaning sleeve each time you clean the printer or change the print ribbon.
1. Log in to Printer Manager using the WebAdmin username. Refer to the printers Installation
and Administrators Guide for complete information about using Printer Manager.
4. Insert a cleaning card in the exception slot of the printer when prompted and click Run. The
cleaning card moves through the printer to the embosser flipper rollers. The card is ejected
into the reject tray when the cleaning completes.
46 System Maintenance
Empty the Embosser Reject Tray
Unfinished cards, or cards not processed properly, are placed in the reject tray inside the
embosser. Empty the reject tray regularly to avoid card jams.
This chapter details user procedures to recover from errors that may
occur with the system.
Use the following information to help you identify and fix basic issues that can occur when
printing. Also refer to your printers Driver Guide for additional troubleshooting information.
The section starts with an overview of card production and printer issues you may encounter:
The optional Card Printer Driver is included on a CD shipped with the printer. If the CD is not
available, you can download the latest version of the driver from http://www.datacard.com.
Select Support & Drivers > Drivers & Downloads from the menu. Enter your printer model in
the Enter Product Name or Number area, and click Go.
Printer plug-in
Card production software might require a printer plug-in, which takes the data in the card
production software and makes it available in the form the optional driver can use.
An ID or badge system usually includes a camera to take photos, and may include other
capture devices for biometric data. Using and maintaining these components is important to
the quality of cards you produce.
50 Troubleshooting
Locate a Problem with Basic Printer Functions
The printer, embosser, and software applications work together to produce cards. If the system is
not working as you expect, follow these steps, in the order listed, to isolate the source of the
issue before you contact your service provider.
1. Make sure that the power cords are connected to both the printer and embosser.
2. Make sure that all network cables between the printer, embosser, and network are
connected.
3. Power on the system. Make sure that Ready displays on the front panel within 1 minute.
If the system powers on correctly, continue to step 4.
If the printer powers on, but Improper Shutdown displays on the LCD panel, press the
USER button for approximately 2 seconds. Ready should display.
If the system powers on but does not display Ready, the system is not working properly.
Check all power cords and the interconnect cable between the printer and embosser. If
Ready still does not display, request service for the system.
If the system does not power on, make sure that the printer and embosser power
supplies are working properly. A light on each power supply indicates that it is
functioning.
If the power supplies are working properly, request service for the system from your
system administrator.
4. Print a test card. Contact your system administrator to run a test card from Printer Manager.
If the test card prints, the printer is working correctly.
If the test card does not print, the printer is not working correctly. Request service for the
printer.
5. If you use the Card Printer Driver, print a driver sample card.
If the sample card prints, the printer and driver are working correctly. Continue to step 6.
If the sample card does not print, the printer and driver have a communication problem.
Determine the cause of the problem and try the sample card again.
If you are not using the Card Printer Driver, ask your service provider or software provider for
assistance.
If the card prints, your software is working successfully with the printer. Troubleshoot the
card design.
Is the correct printer selected in the Print Setup or Print dialog in the application?
If the printer produced a blank card, check the page size specified in your application.
If the card causes an error, the card might have a type of data the printer does not
support.
52 Troubleshooting
Installation Problems
This section describes issues that could prevent a successful installation and provides
recommended solutions to those issues.
Problem Solution
The network cable is loose. Reconnect the data cable to the network port and the printer.
Restart the printer.
The Status page of Printer Follow your network troubleshooting procedures to isolate
Properties shows the and test each component of the computer-to-printer
printer is not available, but communication link.
the printer displays Ready Suggestions:
on the LCD panel. Verify the computer-to-network connection by accessing a
network resource, such as a network drive.
The network administrator can test communication
between a server and the printer.
Make sure that the user is logged in to the network.
The printer is not Make sure that the server name or IP address has been
configured with the correct entered in the Port Settings or Configure Port dialog box on
network address the computer. For more information about retrieving the
printers IP address, refer to Retrieve the Printers Network
IP Address on page 24. Make sure that Ready displays on the
printer's LCD panel.
The Card Printer Driver does not detect the network-connected printer on page 54.
Driver status or Windows print queue does not provide expected data on page 54.
Problem Solution
The Printer Properties > Make sure that the current printer IP address is the same as
Status tab shows the the IP address on the Printer Properties > Ports tab. For more
printer is not available. information about retrieving the printers IP address, refer to
Retrieve the Printers Network IP Address on page 24.
Message 500 displays after If this happens often, consider switching from DHCP network
you send a card to print. addressing to static IP addressing. For more information about
setting the driver network communication value, refer to the
Printer Manager section of the card printers Installation
and Administrators Guide.
The network is not Test the network using another device and fix or report
operating properly. network problems. To test the network, print to a different
(paper) printer or check the availability of network drives.
The printer is not Make sure that both ends of the data cables are connected.
connected to the network, Replace defective cables if needed.
or the PC is not connected
to the network.
Problem Solution
The Ribbon Low light on The percent remaining that causes the printer Ribbon Low
the printer and the Card light can be set using Printer Manager. The driver display
Printer Driver status do not cannot be changed. As a result, the two indicators may show
match. different data.
54 Troubleshooting
Card Appearance
Card appearance problems can be caused by the print ribbon, indent ribbon, or topping foil
application.
Print Troubleshooting
Nothing is printed on the The Disable Printing Open the Printing Preferences > Layout >
card. option in the Card Printer Advanced tab and change Disable Printing to
Driver is set to All, Front, Off.
or Back.
The print ribbon is loaded Remove the print ribbon and install it
incorrectly. correctly. Refer to Load the Print Ribbon
(Optional) on page 38.
The page size was not set Use your card production application to
to ISO ID-1. access the printers print setup and select
ISO ID-1 for its page size. The correct page
size is available after you select the printer.
Color printing on top of a The black panel of the The printer uses the print ribbon panels in
black background does ribbon is printing over sequence; the Y panel prints first, then M,
not appear on the card. the color panels. and so on. The black panel of the print ribbon
is used last and will print over the color
panels. For best results, change the 100%
black background to a color near black, so
that it prints using the YMC (color) panels of
the print ribbon.
Text intended for the The magnetic stripe font Refer to Magnetic Stripe Fonts in the
magnetic stripe printed was not applied to the printers Driver Guide.
on the card. text.
The text to encode was Reduce the font size to keep all text on one
longer than one line. line.
Several blank cards are The application uses the Use the page setup feature of the application
ejected before the full page size in effect when a to set the page size before creating the
card prints. card design document is document. Consider creating a template for
created. Setting the page cards that opens at the correct page size.
size after creating the
document can cause
errors.
One or more lines appear The printhead is dirty or Clean the printhead. Refer to Clean the
on the card. damaged. Printhead on page 42.
The print quality changes The ribbon type was The type of ribbon installed in the printer
from the previous card. changed while card jobs determines the color profile used when the
were in the printer card is sent to print. If the ribbon type
queue. changes while jobs are queued, the card may
not print correctly. Allow all queued jobs to
complete before changing the type of ribbon
in the printer. Changing to a ribbon of the
same type does not affect printing.
One color panel is not The cards are slipping in Run a cleaning card. Refer to Clean the
aligned correctly with the track. System on page 43.
other color panels.
The cards are not the Use cards that meet the size requirement for
correct size for the the printer. Refer to Cards in the printers
printer. Installation and Administrators Guide for
specifications.
Printing is blurred. The cards have a matte, Use cards that meet the requirements for the
not glossy, finish. printer. Refer to Cards in the printers
Installation and Administrators Guide for
specifications.
The rollers are dirty. Run a cleaning card. Refer to Clean the
System on page 43.
56 Troubleshooting
Problem Probable Cause Solution
The printed card has Unprinted cards have Handle cards carefully. Refer to Card Quality
small unprinted areas. scratches. Guidelines in the printers Installation and
Administrators Guide for more information.
Cards have embedded Use cards that meet the requirements for the
particles, an uneven printer. Refer to Cards in the printers
surface, or the card edge Installation and Administrators Guide for
has burrs. card specifications.
The rollers are dirty or Run a cleaning card. Refer to Clean the
the card packaging System on page 43.
contains debris.
Part of the printed image Cards have fingerprints Handle cards carefully. Refer to Card Quality
is discolored. or other dirt on them. Guidelines in the printers Installation and
Administrators Guide for more information.
The rollers are dirty or Run a cleaning card. SeeClean the System
the card packaging on page 43. Use cards that meet the
contains debris. requirements for the printer. Refer to Cards
in the printers Installation and
Administrators Guide for specifications. If
needed, obtain a different supply of cards.
Photos look faded The image capture To determine optimal color settings, refer to
system needs the documentation for your image capture
adjustment. system and Color Printing in the printers
Installation and Administrators Guide.
The printing is very light. The print ribbon is loaded Remove the print ribbon and install it
incorrectly. correctly. Refer to Load the Print Ribbon
(Optional) on page 38.
The card was previously Print only new cards. Refer to Cards in the
printed and has topcoat printers Installation and Administrators
on it. Guide for card specifications.
The card shows wrinkles The card includes very Change the design to use smaller areas of
in darkly colored areas. dark areas. dark color.
All color printing is darker Color adjustment is too Change the color adjustment settings. Refer
than intended. dark. A change in the to Color Printing in the printers Installation
card stock you use can and Administrators Guide, and Color
alter the appearance of Adjustment Tab in the printers Driver Guide.
printed cards.
Text has broken (partly The monochrome (K) If the card does not include a bar code,
printed) characters. power setting is balanced increase the monochrome intensity. If the
to print both fine text card includes fine text and bar codes, change
and bar codes. the text to improve printing. Refer to
Monochrome Printing in the printers
Installation and Administrators Guide.
58 Troubleshooting
Problem Probable Cause Solution
Printing is uneven or is The monochrome (K) Increase the monochrome intensity. Find a
missing in some areas. power setting is too low. balance between printing all card data and
The cards require a causing wrinkles.
different setting.
Indent Troubleshooting
The indent characters are The indent ribbon is Load the indent ribbon correctly. Refer to
very light. loaded incorrectly or not Load the Indent Ribbon Cartridge on
being taken up on rollers. page 33 for more information. Contact your
system administrator if the problem
continues.
The topping foil is very The topping foil is loaded Load the topping foil correctly.
light. incorrectly. Refer to Load the Topping Foil Cartridge on
page 35 for more information.
Problem Solution
Cards are not loaded Load ISO cards with the magnetic stripe (back side) facing
correctly. down and to the right. Refer to Load Cards in the Input
Hopper on page 39.
Cards do not have a Load magnetic stripe cards in the input hopper. If the cards
magnetic stripe. have a magnetic stripe, check the quality of the cards. Change
card stock if needed.
The card has dirt or Encode and send a new card to the printer. If an error message
damage on the magnetic displays indicating a magnetic stripe problem, run a cleaning
stripe. card to clean the magnetic stripe head. Refer to Clean the
System on page 43.
The magnetic stripe on To use the cards you have, select low-coercivity encoding.
the card is low-coercivity Refer to Set Magnetic Stripe Coercivity from the LCD Menu
material and the High on page 31. To encode with high coercivity, obtain cards
Coercivity setting is manufactured for high coercivity encoding.
selected.
The magnetic stripe on To use the cards you have, select high-coercivity encoding.
the card is high-coercivity Refer to Set Magnetic Stripe Coercivity from the LCD Menu
material and the Low on page 31. To encode with low coercivity, obtain cards
Coercivity setting is manufactured for low coercivity encoding.
selected.
The data for this job Cancel the current print job. Make sure that you know what
includes characters not data is allowed on the track. Change the data to be encoded,
allowed by the magnetic and resend the card job. Refer to Magnetic Stripe Design in
stripe format selected for the printers Installation and Administrators Guide for more
the track. information.
60 Troubleshooting
Problem Solution
The magnetic stripe data Review the encoding format setting for the tracks in Printer
was sent in an encoding Manager. Refer to the Printer Manager Printer Setting Menu
format not supported by in the Installation and Administrators Guide. Make sure that
the track. the application is using the selected encoding format for the
track.
If the application and track are set to the same format, and the
message appears repeatedly, contact the application provider
for assistance.
The application sent track Verify the type of magnetic stripe option in the printer. Refer
data for a track not to System Labels on page 10 to see the options in your
supported by the printer.
magnetic stripe module. If the printer label indicates a 3-track ISO module, you can
send data for tracks 1, 2, and 3.
If the printer label indicates a single-track JIS module, you can
send data for track 1.
The magnetic stripe option and cards must be capable of
accepting and encoding each track of data sent by the card
production software.
2. Press the silver latch button and open the printer swingarm.
4. Rotate the manual advance knob on the side of the printer until the jammed card is
accessible from the rollers.
6. Close the printer swingarm. Press down on the ridges on the front of the swingarm to make
sure that it latches completely on both sides.
62 Troubleshooting
Embosser Card Jam
1. Unlock and open the embosser supplies access door.
3. Rotate the manual advance knob inside of the embosser until the jammed card is accessible
from the rollers.
2. Remove the cartridge with the broken supply from the embosser.
4. Align the ends of the broken supply evenly and apply adhesive tape to secure them.
Tape
5. Turn the take-up spool until the mended portion is wound onto the spool two or three turns.
8. Close the embosser supplies access door and lock the embosser.
64 Troubleshooting
Messages and Conditions
When the system cannot process the card sent, it issues a condition. Conditions display on the
LCD panel on the front panel of the printer. If you use the XPS Card Printer Driver, the printer
driver also displays the condition as a message on the PC. Refer to the following for more
information:
The printer LCD panel displays a message number and a short description for each message.
If more than one message was issued, the next message displays after you correct the
problem and press the USER button.
The lights on the front panel flash while messages display on the LCD panel:
The USER light flashes quickly (every 1/2 second) for hardware errors; green for a
condition in the embosser or amber for a condition in the printer.
The USER light flashes amber at a medium rate (every second) for all other system
problems. It can be accompanied by flashing supply and card lights.
The supply and card lights flash quickly (every 1/2 second); green for problems in the
embosser and amber for problems in the printer.
125 Emboss critical error Green Flash Green Flash Green Flash
66 Troubleshooting
No. LCD Message User Light Supply Light Card Light
139 LCD message: Lost card, open Off Off Green Flash
emboss cover
Driver message: Card not in
position in embosser
The Card Printer Driver messages provide additional information about the condition that
caused the message and contain recovery instructions. Click the appropriate button to clear
the message.
If you cancel a job at the printer, the message is removed from the PC. Any additional
messages for the canceled job do not display on the PC.
Messages might be in the background, behind the application that sent the card. On some
operating systems, the message appears in the status bar. Click the blinking Explorer (folder)
icon in the status bar to open the message.
If more than one message was issued, the next message displays after you close the current
message.
If there is more than one card printer installed on the PC, messages display one at a time. The
title bar of each message shows the printer name.
If there is more than one card printer installed on the PC and each has issued errors, the
printer driver displays the messages received, even if you cleared the error at the printer.
The driver can issue messages that do not display on the printer LCD panel. Refer to Driver-
Only Messages on page 85 and Driver SDK Messages on page 87 for a list of these
messages.
68 Troubleshooting
Messages from Printer Manager
Printer Manager issues messages that display only in the browser window. Click Continue in
Printer Manager to continue working with the printer. Refer to Printer Manager in your
printers Installation and Administrators Guide.
Other Messages
The card production application you use also may display messages.
Other printers can cause messages if more than one model of card printer is installed.
Respond to Messages
Messages display on the printer front panel LCD and in a message on the PC that issued the card
print job if you use the Card Printer Driver. The messages help you to identify various operational
conditions and errors of card production on the system. You can respond to messages using the
printer front panel buttons or by clicking the appropriate response in the message displayed by
the Card Printer Driver on the PC.
The messages that display are determined by the printer model and the options
installed on the printer. The messages described in the following sections may not
display on all printers.
Important! Always discard damaged, rejected, or partially printed cards according to your
organizations established procedures.
The following messages display on the printer LCD panel. Use the recovery instructions to
respond to the message.
2. Close any open door and lock the printer and/or embosser using the key.
The printer does not support the personalization being requested for the card. The card will be
canceled.
Change the card data to match the printers options and settings, or print to a printer that is
configured to support the personalization being requested.
Press the USER button on the printer, or click OK on the PC, to clear the message.
Press the USER button on the printer, or click OK on the PC, to clear the message.
Press the USER button to clear the message and send the card to print again. On the PC, click
Retry, or click Cancel to cancel the card.
70 Troubleshooting
103: Printer problem
2. Request service.
The printer failed to verify that the correct magnetic stripe data was written on the card.
1. Make sure that you are using magnetic stripe cards that match the printer settings.
2. Make sure that the cards are placed in the printer correctly.
Press the USER button on the printer to clear the message and send the card to print again. On the
PC, click Retry, or click Cancel to cancel the card.
1. Make sure that you are using magnetic stripe cards that match the printer settings.
2. Make sure that the cards are placed in the printer correctly.
Press the USER button on the printer to clear the message and send the card to print again. On the
PC, click Retry, or click Cancel to cancel the card.
Ask the system administrator to verify that the card, the data, and the printer settings match.
The printer failed to read the magnetic stripe data from the card. The card will be canceled.
1. Make sure that you are using magnetic stripe cards that match the printer settings.
2. Make sure that the cards are placed in the printer correctly.
Press the USER button on the printer and send a new card to the printer. On the PC, click OK to
clear the message.
Ask the system administrator to verify that the card, data, and printer settings match.
The printer did not find any magnetic stripe data on card. The card will be canceled.
1. Make sure that you are using magnetic stripe cards that match the printer settings.
2. Make sure that the cards are placed in the printer correctly.
Press the USER button on the printer and send a new card to the printer. On the PC, click OK to
clear the message.
72 Troubleshooting
109: Print ribbon problem
2. Reposition, repair, or replace the ribbon and advance the repaired area one full turn.
Press the USER button on the printer to clear the message and send a new card to the printer. On
the PC, click Retry, or click Cancel to cancel the card.
If a card is in the printer, turn the manual advance knob to move the card so that the printer
can eject it.
The printer does not have usable ribbon. To complete the current card:
Press the USER button on the printer to clear the message. On the PC, click Retry, or click Cancel to
cancel the card.
Used ribbon has negative images of printed data. To keep the data confidential, follow your
company policy to discard used ribbon.
111: Card not picked
The printer did not pick a card. To complete the current card:
For printers with an input hopper, open the input hopper, add or reposition cards, and close the
hopper.
For printers with single card feed, push the card in until the printer picks it.
Press the USER button on the printer to clear the message. On the PC, click Retry, or click Cancel to
cancel the card.
Press the USER button on the printer to clear the message. On the PC, click Retry, or click Cancel
to cancel the card.
113: Close cover to continue
Confirm that the print ribbon cartridge is installed and then close the cover.
Press the USER button on the printer to clear the message. On the PC, click Retry, or click Cancel
to cancel the card.
Press down on the cover ridges to make sure that the cover latches completely on both sides.
All access doors must be closed to process cards. Unlock, open, and close all printer doors to
make sure they are closed completely.
Press the USER button on the printer to clear the message. On the PC, click Retry, or click Cancel
to cancel the card.
Press down on the cover ridges to make sure that the cover latches completely on both sides.
All access doors must be closed to process cards. Unlock, open, and close all printer doors to
make sure they are closed completely.
Lock the system.
74 Troubleshooting
116: Magstripe not available
The printer does not have a magnetic stripe option. The card will be canceled.
Remove magnetic stripe data from the card or use a printer that has a magnetic stripe option
installed.
Press the USER button on the printer to clear the message. On the PC, click OK to clear the
message.
To process the card without magnetic stripe processing, remove the magnetic stripe data
from the card design and send it again.
The printer does not support the personalization being requested for the card. The card will be
canceled.
Change the card data to match the printers options and settings or print to a printer that is
configured to support the personalization being requested.
Press the USER button on the printer, or click OK on the PC, to clear the message.
The printer component does not have a reader option. Remove the reader request from the card
and send it again.
118: Print ribbon type problem
The printer cannot use the ribbon installed. The card will be canceled.
Press the USER button on the printer, or click OK on the PC, to clear the message.
Check the Entrust Datacard website for updated firmware that supports new ribbon types.
The printer cannot use the ribbon installed. The card will be canceled.
Press the USER button on the printer, or click OK on the PC, to clear the message.
Check the Entrust Datacard website for updated firmware that supports new ribbon types.
On the PC, click OK to clear the message and complete the current card, or click Cancel to cancel
the card.
If this message occurs often, ask your system administrator to set the button sensitivity to a
lower value.
The printer cannot use the ribbon installed. The card will be canceled.
Press the USER button on the printer, or click OK on the PC, to clear the message.
The magnetic stripe data sent does not match the format set in the printer. The card will be
canceled.
Press the USER button on the printer, or click OK on the PC, to clear the message.
76 Troubleshooting
123: Insert new card side 1 up
1. Insert a new card in the printer with side 1 facing up.
2. If the card is not immediately picked, press the printers USER button or click OK.
The printer does not support the personalization being requested for the card. The card will be
canceled.
Change the card data to match the printers options and settings, or print to a printer that is
configured to support the personalization being requested.
Press the USER button on the printer, or click OK on the PC, to clear the message.
150: Print while unlocked
Make sure that all access doors are closed securely and locked.
Make sure that the reject tray is installed properly before locking the printer.
3. If the card is not immediately picked, press the printers USER button or click OK.
3. If the card is not immediately picked, press the printers USER button or click OK.
2. If the card is not immediately picked, press the printers USER button or click OK.
3. If the card is not immediately picked, press the printers User button or click OK.
2. If the card is not immediately picked, press the printers USER button or click OK.
78 Troubleshooting
173: Improper shutdown
Press and hold the USER button to set the printer to Ready.
The printer cannot use the supply installed. The card will be canceled.
The configuration is not compatible with the printer model. The Printer cannot print cards until
the configuration issue is corrected. Contact your service provider for assistance.
Embosser Messages
The following messages indicate a condition in the embosser component.
125: Emboss critical error
The embosser has encountered a critical error. The card will be canceled.
The emboss data sent does not match the format set in the embosser. The card will be canceled.
Ask your system administrator to make sure that all data to be embossed is encrypted.
3. Replace the cartridges, and then close and lock the embosser.
3. Replace the cartridge, and then close and lock the embosser.
3. Replace the cartridges, and then close and lock the embosser.
80 Troubleshooting
131: Embosser card exit jam
3. Replace the cartridges, and then close and lock the embosser.
The embosser reject tray holds five cards. Empty it regularly to avoid receiving the message. Refer
to Empty the Embosser Reject Tray on page 47.
3. Replace the cartridge, and then close and lock the embosser.
Refer to Load the Indent Ribbon Cartridge on page 33 for more information.
136: Indent ribbon break
2. Reposition, repair, or replace the ribbon and advance the repaired area one full turn.
3. Replace the cartridge, and then close and lock the embosser.
Refer to Load the Indent Ribbon Cartridge on page 33 or Repair Broken Indent Ribbon or
Topping Foil on page 64.
137: Embosser wheel error
3. Replace the cartridges, and then close and lock the embosser.
82 Troubleshooting
138: Embosser indent error
2. Reposition, repair, or replace the ribbon and advance the repaired area one full turn.
3. Replace the cartridge, and then close and lock the embosser.
3. Replace the cartridges, and then close and lock the embosser.
The printer and embosser cannot communicate. The card will be canceled.
1. Make sure the data cable from the embosser to the printer is securely plugged in.
2. Press the printer POWER button to power off the printer and embosser.
3. Press the POWER button again to power on the printer and embosser.
Make sure that all access doors are closed securely and locked.
142: Emboss cover error
Make sure that all access doors are closed securely and locked.
The embosser topping foil is not moving properly. The card will be canceled.
2. Reposition, repair, or replace the topping foil and advance the repaired area one full turn.
3. Replace the cartridge, and then close and lock the embosser.
Refer to Load the Topping Foil Cartridge on page 35 or Repair Broken Indent Ribbon or
Topping Foil on page 64.
144: Topping foil out
3. Replace the cartridge, and then close and lock the embosser.
Refer to Load the Topping Foil Cartridge on page 35 for more information.
145: Topping foil type problem
The embosser cannot use the topping foil installed. The card will be canceled.
The embosser cannot use the topping foil installed. The card will be canceled.
84 Troubleshooting
147: Topping foil no tag found
3. Replace the cartridge, and then close and lock the embosser.
Driver-Only Messages
The following messages are issued by the Card Printer Driver and display on the PC that sent the
card print job. These messages do not display on the printer LCD panel.
500: The printer is not available
The computer cannot communicate with the printer. To complete the current card:
1. Make sure that the printer is powered on and in the Ready state.
2. Make sure the printer is connected to the computer using a USB or network cable, but not
both.
The computer lost communications with the printer during printing. The card will be canceled.
The printer driver has detected invalid or missing data. The card will be canceled.
Make sure the data being sent is formatted properly and matches the options and settings in the
printer.
The printer driver has detected invalid or missing data. The card will be canceled.
Make sure the data being sent is formatted properly and matches the options and settings in the
printer.
2. If this message is displayed after restarting, notify your printer support contact.
The printer is busy processing an interactive job. The card will be canceled.
Wait until the current card is complete and then try again.
To complete the current card make sure that all access doors are closed securely and locked.
To complete the current card press the printers USER button until the printer returns to the
Ready state.
86 Troubleshooting
510: The printer is unlocked
Make sure that all access doors are closed securely and locked.
The messages returned to the SDK are determined by the printer model and the
options installed on the printer. The following messages may not apply to all printers.
511: Cannot lock or unlock the printer. Locks are not installed.
Severity: Critical
512: Cannot lock or unlock the printer. The password is incorrect or invalid.
Severity: Critical
513: Cannot lock or unlock the printer. The printer is busy.
Severity: Notice
514: Cannot lock or unlock the printer. The cover is open.
Severity: Notice
515: Failed to lock or unlock the printer. The locks did not function.
Severity: Critical
516: Timeout expired before bar code could be read.
Severity: Notice
517: Wrong printer job ID.
Severity: Critical