Transcript
Datacard® CE870™ Instant Issuance System User’s Guide
January 2017 Part No. 527260-001, Rev. H
Notice Please do not attempt to operate or repair this equipment without adequate training. Any use, operation or repair you perform that is not in accordance with the information contained in this documentation is at your own risk.
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. MasterCard is a registered trademark of MasterCard International Incorporated. Visa is a registered trademark of Visa International Service Association. 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
Copyright © 2012–2017 Entrust Datacard Corporation. All rights reserved.
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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. • Use adequate lighting at the equipment location. • Maintain the recommended temperature and humidity range in the equipment area.
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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
Notice for USA (FCC Notice) This equipment has been tested and found to comply with the limits for Class A computing devices, pursuant to Part 15 of FCC rules. These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial environment. This equipment generates, uses, and can radiate radio frequency energy. If this equipment is not installed and used in accordance with this instruction manual, it may cause harmful interference to radio communications. Operation of this equipment in a residential area is likely to cause harmful interference in which case the user will be required to correct the interference at their own expense. Changes or modifications not expressly approved by the party responsible for compliance could void the user's authority to operate the equipment. 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.
Notice for Canada Industry Canada 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 présent appareil numérique n'émet pas de bruits radioélectriques dépassant les limites applicables aux appareils numériques de la classe A prescrites dans le Règlement sur le brouillage radioélectrique édicté par le ministère des Communications du Canada. RSS-Gen, Issue 3, December 2010, Section 7.1.3 User Manual Notice 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 interférences, et 2) cet appareil doit accepter toute interférence, y compris les interférences 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.
Notice for Australia This is a Class A product. In a domestic environment this product may cause radio interference, in which case the user may be required to take adequate measures.
Notice for China (Simplified Chinese) 警告
此为 A 级产品，在生活环境中， 该产品可能会造成无线电干扰。 在这种情况下，可能需要用户 对干扰采取切实可行的措施。 Notice for Taiwan (Traditional Chinese)
Notice for Japan Japanese Voluntary Control Council for Interference (VCCI) class A statement
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Korea Communications Commission (KCC) statement
California Proposition 65 Compliance 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.
California Lithium Perchlorate Warning Perchlorate Material - special handling may apply. See www.dtsc.ca.gov/hazardouswaste/ perchlorate. 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.
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Revision Log
CE870 Instant Issuance System User’s Guide Revision
Date
Description of Changes
A
August 2012
First release of this document
B
November 2012
Updates for Card Printer Driver 4.0
C
April 2013
Updates for Card Printer Driver 4.1
D
March 2014
Updates for Card Printer Driver 5.0 and new supplies and features
E
February 2015
Added CardWizard information
F
May 2015
Added new error message
G
November 2015
Updates for new firmware functionality
H
January 2017
General updates
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Contents Chapter 1: Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 About this Manual. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Intended Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Chapter 2: About the System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 The CE870 Instant Issuance System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 System Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 System Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Printer Component (Top, Front, and Right Side) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Printer with Multi-Hopper. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Printer Component (Left Side) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Embosser Component (Top, Front, and Right Side) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Embosser Component (Back and Left Side) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Inside the Embosser . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 System Labels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Printer Configuration Label. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Embosser Configuration Label . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Chapter 3: Using the System. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Process Cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . How the Card Travels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Secure Encryption . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Power On the System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Use the Front Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Power Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Down Arrow, Up Arrow, and Enter Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . User Button and Light . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Ribbon Light . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Card Light . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Use the LCD Panel Menus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Pause the System. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . View the Printer Serial Number from the LCD Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Retrieve the Printer’s Network IP Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . View Card Counts from the LCD Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Change the LCD Backlight Brightness . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Set Magnetic Stripe Coercivity from the LCD Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Use Printer Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Load Supplies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Load the Indent Ribbon Cartridge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Load the Topping Foil Cartridge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Load the Cleaning Sleeve . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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16 17 18 18 19 19 19 20 21 21 22 24 25 26 28 30 31 32 33 33 35 36
Load the Print Ribbon (Optional). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Load Cards in the Input Hopper . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Single Hopper System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Multi-Hopper System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Use the Exception Slot. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
38 39 39 39 40
Chapter 4: System Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Maintain the Printer and Embosser . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Clean the Printhead . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Clean the System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Single Hopper System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Multi-Hopper System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Prepare the Printer for Cleaning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Clean the Printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Clean the Multi-Hopper Rollers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Prepare the Printer for Use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Clean the Embosser Rollers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Empty the Embosser Reject Tray . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
41 42 43 43 45 45 46 47 47 48 50
Chapter 5: Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Locate a Problem Within the Card Production System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Locate a Problem with Basic Printer Functions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Tools for Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installation Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Card Appearance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Print Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Indent Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Topping Foil Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Magnetic Stripe Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Use Advanced Troubleshooting Tools. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Card Jams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Printer Card Jam . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Embosser Card Jam . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Repair Broken Indent Ribbon or Topping Foil. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Messages and Conditions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Messages on the Printer LCD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Messages from Printer Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Other Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Respond to Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Printer Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Close and lock doors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100: Request not supported. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101: Job could not complete . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102: Card not in position . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103: Printer problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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52 52 53 54 55 55 58 58 58 59 60 60 61 62 63 63 66 66 66 67 67 67 67 67 68
104: Critical problem. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105: Magstripe data error. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106: Magstripe data not found . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107: Magstripe read data error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108: Magstripe read no data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109: Print ribbon problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110: Print ribbon out or missing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111: Card not picked . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112: Card hopper empty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113: Close cover to continue. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114: Cover opened during job . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116: Magstripe not available . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117: Reader not available . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118: Print ribbon type problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119: Print ribbon not supported . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120: User paused the printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121: Print ribbon not identified. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122: Magstripe format problem. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123: Insert new card side 1 up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124: Insert same card side 2 up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149: Option not installed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150: Print while unlocked . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151: Failed to lock . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152: Insert new card side 2 up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153: Insert same card side 2 up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170: Insert new card side 1 up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171: Insert same card side 1 up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172: Insert cleaning card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173: Improper shutdown. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245: Configuration error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Embosser Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125: Emboss critical error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126: Emboss format error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127: Emboss transport error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128: Embosser card jam . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129: Embosser topper jam . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130: Embosser card entry jam . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131: Embosser card exit jam . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132: Embosser card stack full . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133: Embosser card reject full . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135: Indent ribbon supplies out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136: Indent ribbon break . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137: Embosser wheel error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138: Embosser indent error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139: Lost card, open emboss cover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
xi
68 68 69 69 69 70 70 70 71 71 71 72 72 72 73 73 73 73 74 74 74 74 74 74 75 75 75 75 75 75 76 76 76 76 76 76 77 77 77 77 78 78 78 78 79
140: Embosser not available . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141: Close emboss cover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142: Emboss cover error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143: Topping foil problem. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144: Topping foil out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145: Topping foil type problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146: Topping foil support err. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147: Topping foil no tag found . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Driver-Only Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 518: Unable to print. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Chapter 1: Introduction
About this Manual This manual provides user information for the Datacard® CE870™ instant issuance system. The manual includes:
An overview of printer components and options, and a description of the system label.
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.
How to perform routine maintenance and troubleshooting tasks.
An additional Installation and Administrator’s Guide is available for use by administrators or other professionals responsible for printing cards. Refer to the Owner’s 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
EMEA (Europe, Middle East, Africa)
+44 1489555627
Asia Pacific
+852 2821 0126
CE870 Instant Issuance System User’s Guide
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2
Introduction
Chapter 2: About the System
This chapter introduces the CE870 instant issuance system and its components.
This section describes:
The CE870 Instant Issuance System
System Overview on page 4
System Components on page 5
System Labels on page 11
The CE870 Instant Issuance System This manual describes the CE870 instant issuance system and how to use it. Before you use the system, it must be set up and installed. In most cases, the installation is performed by your system administrator or service provider. Read this manual thoroughly before you begin to use the system. It will help you learn about the features of the system and how to process cards successfully and efficiently. Each card program has specific features that are important for you to understand. Talk with your supervisor, system administrator, or other knowledgeable person to learn about the features of your card program. This guide provides operator information and describes how to use the various components and perform routine tasks. An additional Installation and Administrators Guide is available for use by administrators or by professionals developing a new system for card production.
CE870 Instant Issuance System User’s Guide
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System Overview The CE870 instant issuance system is used to produce a variety of cards on-site, including credit and debit cards. Personalization options include encoding magnetic stripe data, reading or programming smart cards, printing text and images, embossing, and indenting financial data. The system is designed to issue cards at the user’s location (called on-demand or instant issuance). 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 (Shown with Multi-Hopper)
Embosser Component
4
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.
About the System
System Components Use the following sections to become familiar with the system.
Printer Component (Top, Front, and Right Side) Multi-Hopper
Single Hopper Latch Button
Cover Ridges
Printer Supplies Access Door
Swingarm
Swingarm
Card Input Hopper Printer Front Panel
Swingarm
The swingarm provides access to the printhead and print ribbon cartridge.
Latch Button
The latch button releases the swingarm.
Cover Ridges
Press down on the ridges when closing the swingarm to make sure that it latches completely on both sides.
Printer
The printer component prints full-color images (if the optional printhead is installed), processes magnetic stripe data, and programs smart cards using secure encryption.
Printer Supplies Access Door
The supplies access door provides access to the printer component on a printer with the multi-hopper.
CE870 Instant Issuance System User’s Guide
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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 single-hopper printer holds up to 100 cards. The multi-hopper has six input hoppers that hold up to 100 cards each. Refer to “Printer with Multi-Hopper”.
Printer with Multi-Hopper
Card Hoppers H1 through H6
Multi-Hopper Cover
6
Card Hoppers H1 through H6
The H1 through H6 hoppers each hold up to 100 cards.
Multi-Hopper Cover
The multi-hopper cover allows access to load card stock into each hopper.
About the System
Printer Component (Left Side) Multi-Hopper
Single Hopper Ribbon Cartridge Handle
Power Connection Manual Advance Knob
Printer Lock
Network Connection Embosser Connection
Power Connection
Manual Advance Knob
Network Connection Embosser 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. In a multi-hopper system, open the printer supplies access door to access the swingarm.
Printer Lock
The lock provides secure access to the printer.
Network Connection
The network connection connects the system to a network via Ethernet.
Embosser Connection
The embosser connection connects the embosser to the printer using the interconnect cable from the embosser.
CE870 Instant Issuance System User’s Guide
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Embosser Component (Top, Front, and Right Side) Cable Guide Printer Mounting Pins
Printer Mounting Pin Card Transfer Area
Printer Mounting Lock Embosser Supplies Access Door Embosser Access Door Lock
Card Output Hopper
8
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 Access Door
The embosser supplies access door provides access to the indent ribbon and topping foil cartridges.
Embosser Access Door Lock
The embosser access door lock provides secure access to the embosser supplies.
Card Output Hopper
The card output hopper holds up to ten completed cards.
About the System
Embosser Component (Back and Left Side)
Cable Lock Receptacle
Power Connection
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.
CE870 Instant Issuance System User’s Guide
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Inside the Embosser Printer Lock Lever
Manual Advance Knob
Indent Ribbon Cartridge
Topping Foil Cartridge
10
Reject Tray
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.
About the System
System Labels There are two labels on the system: the printer configuration label and the embosser configuration label.
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.
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Printer Configuration Label The printer configuration label is located on the left-hand side of the printer swingarm (and under the printer supplies access door on the multi-hopper). To view the label, unlock the printer and press the latch button on the printer swingarm. Configuration Label
12
Option
Configuration Code
Input Hopper
H1=100 Card H3=Multi-Hopper
Printing
P0=No Printhead blank-=Color printing
Magnetic Stripe
M1=ISO M2=JIS M3=ISO and JIS blank=no magnetic stripe option
Duplex
D1=Duplex D2=Duplex with Dual Magnetic Stripe D3=Duplex, Duplex disabled
Smart Card
Sx=Smart Card option, where x indicates the type of smart card reader installed blank=no smart card option
Lock
L1=Printer Lock and Single-Hopper Lock L2=Printer Lock and Multi-Hopper Lock
About the System
Embosser Configuration Label The embosser configuration label is located inside the embosser on the lower enclosure. To view the label, unlock and open the embosser supplies access door and locate the label inside.
Configuration Label
Option
Configuration Code
Type Set
001=Single Embosser 002=Double Embosser
Additional Type
X=None N=Tilde C=Tilde and Cedilla H=Large Gothic S=Special
Topper
X=None T=Topper
Indent
X=None I=Indent
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14
About the System
Chapter 3: Using the System
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 printer’s front panel.
This section describes how to:
Process Cards on page 16
Use the Front Panel on page 19
Use the LCD Panel Menus on page 22
Use Printer Manager on page 32
Load Supplies on page 33
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Process Cards The CE system is used with other equipment and software to create a card production system. The system produces cards for a specific purpose, and the cards must meet requirements. The system can include: 1. A PC with Datacard® CardWizard® issuance software. The CE870 system works with CardWizard software, which processes the card data and obtains the needed authorization from the financial system that manages customer accounts. CardWizard issuance software links to the interface used at the issuance sites. 2. Capture devices, such as:
A digital camera connected to the PC to take photos.
A signature capture pad, fingerprint reader, or PIN pad.
3. The printer with supplies and a facility power source. 4. A network data connection between the printer and PC. Contact your system administrator for details about processing cards with your system’s configuration.
16
Using the System
How the Card Travels Card processing begins when you send the card to print from the PC. The hopper pick mechanism picks a card and moves it into the printer component for processing.
CardWizard issuance software works with your financial system and sends the card data from the PC to the printer.
The multi-hopper moves the card from the selected hopper and transfers it into the printer component. The printer component encodes magnetic stripe data and processes smart card information. An image can be printed on the card, or printing can be turned off for pre-printed cards. The card is transferred into the embosser component through a series of flippers. Indent data is processed first. Characters are indented using the indent ribbon.
The finished card exits the system through the card output hopper. The card flipper turns the card over so that characters can be embossed on the front of the card. 1. Characters are embossed. 2. Topping foil is applied to the characters.
Unfinished cards or cards not processed properly are placed in the reject tray inside the embosser.
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.
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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.
Secure Encryption Secure encryption on the system means that all data entered is converted into a secure form of code by your software application before it is sent to the system. The printer decrypts the code and sends the data to the magnetic stripe or smart card chip on the card. 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 nonencrypted data is sent to the printer, a message displays on the printer’s LCD panel and the card is rejected.
Power On the System 1. Power on the system by pressing the power button on the front panel. 2. Wait until the system has powered on and Ready displays on the LCD panel.
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Using the System
Use the Front Panel The front panel of the printer provides the controls you need to operate the system. The front panel controls are described in the following sections. LCD Panel Status Lights Ribbon Cards Power Button Down Arrow
Up Enter Arrow
User Light & User Button
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.
Down Arrow, Up Arrow, and Enter Key Use the arrow keys to move through the LCD menu system and the ENTER key to make a selection. Refer to “Use the LCD Panel Menus” on page 22 for details. 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 you do not press a key for 30 seconds, the LCD panel returns to the default Ready message.
CE870 Instant Issuance System User’s Guide
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User Button and Light The printer’s USER button displays with a border of light that indicates the system status. Use the USER button to:
20
Suspend the printer—press the USER button when the LCD panel displays Ready.
Clear a message—press the USER button once.
Clear all messages—press the USER button for 2 seconds or more.
Determine whether the system is ready, busy, or not available. Indicators include the following. Refer to “Messages and Conditions” on page 63 for a list of the LCD messages that correspond to the USER light. Off
The system is off or suspended.
Green
The system is ready.
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).
Amber
The system is not ready. The POWER button was pressed to turn off the printer.
Flashing amber
The system has a problem. The light flashes at a medium rate (every second). OR The system has a hardware error in the printer. The light flashes quickly (every 1/2 second).
Color Cycle: Amber, Green, Light Green, Off
The system is not ready or a door on the system is open. The colors cycle quickly (every 1/2 second). Close and Lock Doors displays on the LCD panel if no other message is present.
Using the System
Ribbon Light The ribbon light flashes green when the indent ribbon or topping foil levels are low or out, or when there is a problem with a supply. If the system has the optional printhead installed, the light flashes amber if there is a problem with the print ribbon. Refer to “Messages and Conditions” on page 63 for a list of the LCD messages that correspond to the ribbon light. Off
The supply levels are okay.
Flashing green
A flashing light indicates one of the following: A problem with an embosser supply.
Flashing amber
The embosser supply level is low. The light blinks slowly (every 2 seconds).
The embosser supply is out. The light blinks quickly (every 1/2 second).
There is a problem with the print ribbon, if the optional printhead is installed.
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 63 for a list of the LCD messages that correspond to the card light. Off
The cards are okay.
Flashing green
There is a card problem in the embosser component. The light flashes quickly (every 1/2 second).
Flashing amber
There is a card problem in the printer component. The light flashes quickly (every 1/2 second).
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Use the LCD Panel Menus The LCD panel shows the printer’s menu system and displays messages and conditions. When the printer is in the Ready status, the LCD displays the model number of the printer. For a list of printer and embosser messages and recovery information, refer to “Respond to Messages” on page 66.
22
Using the System
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.
HINTS & TIPS
You can access the menu system when the system is not actively processing cards and Ready displays on line 1 of the LCD panel.
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:
Pause the System on page 24
View the Printer Serial Number from the LCD Menu on page 25
Retrieve the Printer’s Network IP Address on page 26
View Card Counts from the LCD Menu on page 28
Change the LCD Backlight Brightness on page 30
Set Magnetic Stripe Coercivity from the LCD Menu on page 31
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Pause the System You can pause the system to prevent additional cards from being processed. A paused system completes an active print job and suspends any additional jobs from printing until it returns to a Ready status. 1. Pause the system by pressing the USER button while Ready or Busy displays on line 1 of the LCD panel. Suspended displays on line 1 of the LCD panel. An active print job (if any) continues until it completes. Any additional card production is paused. 2. Return the system to a Ready status by pressing the USER button.
Ready displays on line 1 of the LCD panel. The printer is available to print cards again.
24
Using the System
View the Printer Serial Number from the LCD Menu You can view the printer serial number from the LCD panel by doing one of the following:
Press the up or down arrow key while the printer displays Ready. Refer to “Down Arrow, Up Arrow, and Enter Key” on page 19.
Use the LCD panel Status menu.
To use the LCD Status menu, begin when the printer displays Ready. The USER button shows steady green. 1. Enter the menu system. a. Press the USER button. Suspended displays on line 1 of the LCD panel. b. Press ENTER to enter the menu system. 2. View the serial number. a. Press the down arrow key to display Status on line 2.
b. Press ENTER to enter the Status menu.
c. Serial Number is the first option on the menu. Press ENTER to display the printer serial number.
3. Press an arrow key until Exit displays on line 2 of the LCD panel. Press ENTER to exit the Status menu.
4. Press the USER button to return the printer to Ready. The USER button glows green and the printer is available to print cards.
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Retrieve the Printer’s Network IP Address You need to know the printer IP address to perform some tasks. For example, you must enter the printer IP address when you define the printer to the CardWizard Administrator. You also use the IP address when launching Printer Manager, the printer’s web interface, from a browser window. To display the IP address, you can do one of the following:
Press the up or down arrow key while the printer displays Ready. Refer to “Down Arrow, Up Arrow, and Enter Key” on page 19.
Use the LCD menu system Status menu.
The following steps describe how to display an IP 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. 1. Press the POWER button (if needed) to power on the printer. 2. Access the Status menu in the LCD menu: a. Press the USER button to suspend the printer.
b. Press ENTER to enter the menu system.
c. Press the down arrow to display Status on line 2.
d. Press ENTER to enter the Status menu.
e. Press the down arrow key twice to display Network IPv4 on line 2.
f.
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Press ENTER to display the Network IPv4 menu.
Using the System
3. Press the down arrow key until IP Address displays on line 2.
4. Press ENTER to display the IP address. Record the IP address.
5. Press ENTER to return to the Network IPv4 menu. Subnet Mask displays on line 2. 6. Press ENTER to display the subnet mask. Record it, if necessary.
7. Press ENTER to return to the Network IPv4 menu. Gateway Address displays on line 2. 8. Press ENTER to display the gateway address. Record it, if necessary. 9. Press ENTER to return to the Network IPv4 menu. 10. Press the down arrow key to scroll to Exit on line 2. 11. Press ENTER. Then, press the USER button to return the printer to Ready. The USER button glows green.
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View Card Counts from the LCD Menu You can use the LCD Status menu to see the number of cards that have been printed, completed, rejected, or lost. Begin with the printer displaying Ready. The USER button shows steady green. 1. Enter the menu system. a. Press the USER button. Suspended displays on line 1 of the LCD panel. b. Press ENTER to enter the menu system.
2. Enter the Card Count menu. a. Press the down arrow key until Status displays on line 2 of the LCD panel. b. Press ENTER to enter the Status menu. c. Press the down arrow until Card Counters displays on line 2 of the LCD panel. d. Press ENTER to enter the Card Counters menu.
e. Press ENTER to enter the Card Count menu.
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Using the System
3. View the Card Count. a. Press ENTER to view the total number of cards picked on the system.
b. Press the down arrow to display the Cycle Count.
c. Press the down arrow to display the Completed Card count.
d. Press the down arrow to display the Rejected Cards count.
e. Press the down arrow to display the Lost Cards count. 4. Press the down arrow to display Exit on line 2 of the LCD panel. Press ENTER to exit to the Card Counters menu. 5. Exit the menu system. a. Press an arrow key until Exit displays on line 2 of the LCD panel. b. Press ENTER to exit the Status Menu. 6. Press the down arrow key until Exit displays on line 2. 7. Press ENTER. Then, press the USER button to return the printer to Ready. The USER button glows green.
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Change the LCD Backlight Brightness You may need to change the LCD backlight brightness to make it easier to see. You can do this using the LCD panel Configuration menu. Begin when the printer displays Ready. The USER button shows steady green. 1. Enter the menu system. a. Press the USER button. Suspended displays on line 1 of the LCD panel. b. Press ENTER to enter the menu system. 2. Access the LCD backlight option. a. Press the down arrow key until Configuration displays on line 2 of the LCD panel. b. Press ENTER to enter the Configuration menu. c. Press the down arrow key to display LCD Backlight on line 2 of the LCD panel. d. Press ENTER to select LCD Backlight. 3. Select LCD Backlight level. a. Press the down arrow key to lower the light level. Or Press the up arrow key to increase the light level. b. When the light is at the desired level, press ENTER. The printer saves the settings and returns to the Configuration menu. 4. Exit the menu system. a. Press an arrow key until Exit displays on line 2 of the LCD panel. b. Press ENTER to exit the Configuration menu. 5. Press the down arrow key until Exit displays on line 2. 6. Press ENTER. Then, press the USER button to return the printer to Ready. The USER button glows green.
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Set Magnetic Stripe Coercivity from the LCD Menu The setting for coercivity can be changed from the LCD panel, if needed. Usually, coercivity is a system-wide decision and does not change. 1. Enter the menu system. a. Press the USER button. Suspended displays on line 1 of the LCD panel. b. Press ENTER to enter the menu system.
c. Press the down arrow key until Configuration displays on line 2 of the LCD panel. d. Press ENTER to enter the Configuration menu. 2. Set Magnetic Stripe Coercivity. a. Press the down arrow key until Magstripe displays on line 2 of the LCD panel. b. Press ENTER to enter the Magstripe menu. c. Press the down arrow key until Coercivity displays on line 2 of the LCD panel. d. Press ENTER to enter the Coercivity menu. i.
Press an arrow key to display the intended coercivity.
ii. Press ENTER. Apply displays on line 2 of the LCD panel. iii. Press ENTER to save the value. iv. The printer saves the value and returns to the Magstripe menu. Press ENTER to exit the Magstripe menu.
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3. Exit the menu system. a. Press an arrow key until Exit displays on line 2 of the LCD panel. b. Press ENTER to exit the Configuration menu. 4. Press the down arrow key until Exit displays on line 2. 5. Press ENTER. Then, press the USER button to return the printer to Ready. The USER button glows green.
Use Printer Manager Printer Manager is a web-based interface that displays information about the system and allows you to manage system settings. You can access Printer Manager through a web browser, using the system’s IP address. 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 printer’s Installation and Administrator’s Guide.
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Using the System
Load Supplies Embossing supplies include topping foil and indent ribbon. The topping foil is applied to the embossed characters and can be applied to up to five lines of characters. The indent ribbon is used to apply black or white color to a single line of indented characters. The printer supplies include a cleaning sleeve and an optional print ribbon. 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.
Load the Indent Ribbon Cartridge 1. Prepare the indent ribbon cartridge and indent roll.
IMPORTANT! Do not separate.
a. Unlock and open the embosser supplies access door and remove the indent ribbon cartridge from the embosser. The indent ribbon cartridge is on the right as you face the embosser opening. b. Place the indent ribbon cartridge on a flat surface with the spindles facing up. c. Remove the used indent ribbon spools from the cartridge and discard them according to your site’s security procedures.
Supply Spool
Take-up Spool
d. Remove the new indent roll from its package. IMPORTANT! Do not separate the silver take-up spool away from the blue supply spool. 2. Secure the blue supply spool into the spindle. a. Match the keyed pattern of the supply spool hub with the left side spindle. b. Push the supply spool into the spindle until it clicks securely into place.
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3. Prepare the ribbon for routing. a. Roll up one full turn of indent ribbon on the silver take-up spool. b. Roll out a slack length of indent ribbon from the supply spool. 4. Route the ribbon around the rollers on the indent ribbon cartridge. A diagram on the cartridge shows the correct routing pattern. IMPORTANT! Do not twist the ribbon while routing. 5. Secure the take-up spool into the spindle. a. Match the keyed pattern of the take-up spool hub with the right-side spindle. b. Push the take-up spool into the spindle until it clicks securely into place. 6. Turn the take-up spool one full turn clockwise to take up ribbon slack.
7. Replace the indent ribbon cartridge. a. Hold the cartridge by its handle. b. Align the cartridge with the guides inside the embosser. c. Slide the cartridge in until it clicks and stops. 8. Close and lock the embosser supplies access door.
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Using the System
Load the Topping Foil Cartridge 1. Prepare the topping foil cartridge and topping roll. a. Unlock and open the embosser supplies access door and remove the topping foil cartridge. The topping foil cartridge is on the left as you face the embosser.
Take-up Spool Supply Spool
b. Place the topping foil cartridge on a flat surface with the spindles facing up. c. Remove the used topping foil spools from the cartridge and discard them according to your site’s security procedures. d. Remove the topping foil from its package. 2. Secure the supply spool into the spindle. a. Match the keyed pattern of the blue supply spool hub with the right-side spindle. b. Push the supply spool into the spindle until it clicks securely into place. 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. 4. Secure the silver take-up spool into the spindle. a. Match the keyed pattern of the take-up spool hub with the left side spindle. b. Push the take-up spool into the spindle until it clicks securely into place. 5. Turn the take-up spool one full turn counterclockwise to take up foil slack.
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6. Replace the topping foil cartridge. a. Hold the cartridge by its handle. b. Align the top of the cartridge with the guides inside the embosser. c. Slide the cartridge in until it clicks and stops. 7. Close and lock the embosser supplies access door.
Load the Cleaning Sleeve The printer component uses a replaceable cleaning sleeve to remove dust and other particles from cards before they travel into the printer. You should replace the cleaning sleeve when you clean the printer, if you notice debris on the finished card, or if the cleaning sleeve is no longer sticky. The cleaning sleeve is accessible when the print ribbon cartridge is removed from the printer. 1. Unlock the printer (and open the printer supplies access door on the multi-hopper).
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Printer Supplies Access Door
Using the System
2. Press the silver latch button and open the printer swingarm.
3.
Open Swingarm
Prepare the print ribbon cartridge. a. Remove the print ribbon cartridge from the printer. b. Remove the cleaning roller spindle with the used cleaning sleeve from the ribbon cartridge. c. Remove the used cleaning sleeve from the spindle and discard it.
4. Install the new cleaning sleeve.
Print Ribbon Cartridge
a. Slide the spindle into a new cleaning sleeve (a). b. Place the spindle with the cleaning sleeve onto the ribbon cartridge (b). c. Remove the protective wrapper from the cleaning sleeve (c). Cleaning Roller Spindle
Protective Wrapper
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5. Reinstall the ribbon cartridge. 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. 7. Close the supplies access door on the multi-hopper and lock the printer.
Load the Print Ribbon (Optional) The printer uses print ribbon for color printing. If your printer is equipped with the optional printhead, load the print ribbon when you install the printer and when the ribbon runs out. 1. Remove the print ribbon cartridge. a. Unlock the printer (and open the printer supplies access door on the multi-hopper). b. Open the printer swingarm and remove the print ribbon cartridge. (Refer to “Load the Cleaning Sleeve” on page 36.) 2. Load the ribbon. a. Load a full roll of print ribbon (the blue spool) onto the spindle closest to the cartridge handle until it clicks into place. b. Place the silver take-up spool on the spindle with the black gear until it clicks into place. c. Wind the take-up spool counterclockwise one full turn. 3. Load a new cleaning sleeve. Refer to “Load the Cleaning Sleeve” on page 36. 4. Replace the print ribbon cartridge. 5. 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. 6. Close the supplies access door on the multi-hopper. 7. Lock the printer.
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Using the System
Load Cards in the Input Hopper
Cards can stick together. Slide or fan the cards to separate the edges before placing them in the input hopper. Handle cards by their edges only, or wear gloves.
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.
Single Hopper System 1. Unlock the printer and open the hopper. 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.
Multi-Hopper System 1. Unlock the printer and open the multihopper. 2. Load the cards into the hoppers. The input hoppers are labeled H1 through H6. Each input hopper can hold up to 100 cards. 3. Close the multi-hopper and lock the printer when you finish loading cards.
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Use the Exception Slot The exception slot allows you to insert a single card, such as a different card type than those loaded in the input hopper. The input hopper does not have to be opened to insert a card through the exception slot. Do the following to insert a single card into the printer using the exception slot. 1. Slide the card into the exception slot. 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. In a multi-hopper system, the card slides under any cards in hopper 2.
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Chapter 4: System Maintenance The CE Instant Issuance System is designed to be easy to maintain. System operators can perform routine maintenance tasks to keep the printer in good operating condition.
This section includes the following:
Maintain the Printer and Embosser
Clean the Printhead on page 42
Clean the System on page 43
Clean the Embosser Rollers on page 48
Empty the Embosser Reject Tray on page 50
Maintain the Printer and Embosser Do the following to keep the system clean and in good working condition.
Run a cleaning card and replace the cleaning sleeve in the printer component after every 500 cards processed or every 6 months. Refer to “Clean the System” on page 43.
Keep the surface and area around the system clean and free of environmental contaminants such as dust and moisture.
Never clean the surface of the printer or embosser with abrasive chemicals or cleansers.
Keep the area around the system free of obstructions that may limit ventilation or access to components.
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Clean the Printhead If your system includes the optional printhead, clean the printhead for optimal color printing. Clean the printhead in the following situations:
When the printhead is replaced.
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.
To clean the printhead, do the following: 1. Power off the printer. 2. Remove the print ribbon cartridge. a. Unlock the printer (and open the printer supplies access door on a multi-hopper system). b. Open the printer swingarm and remove the print ribbon cartridge. 3. Use the cleaning swab. a. Remove the cleaning swab from its package. b. Using gentle pressure, move the cleaning swab back and forth along the full length of the printhead edge until it is completely clean. 4. Replace the print ribbon cartridge. Avoid bumping the printhead when installing the print ribbon cartridge. 5. 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. 6. Close the supplies access door on the multi-hopper. 7. Lock the printer. 8. Power on the printer.
HINTS & TIPS
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Avoid touching the printhead edge with your fingers. Contamination due to skin oils eventually can damage the printhead.
Avoid touching the printing edge of the printhead cartridge with any sharp objects that can permanently damage the printhead.
Use only the cleaning swab to clean the printhead. Other materials can stick to the printhead and cause damage.
Use a cleaning swab one time only. Discard it after cleaning the printhead. 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 system’s 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 printer’s Installation and Administrator’s Guide. Begin when the printer displays Ready. The USER button shows steady green.
Single Hopper System 1. Prepare the printer for cleaning. a. Power on the system. b. Unlock the printer. c. Open the printer swingarm and remove the print ribbon cartridge. d. Remove the used cleaning sleeve and discard it. e. Replace the ribbon cartridge and close the swingarm. Press down on the ridges on the front of the swingarm to make sure it latches completely on both sides. f.
Open the input hopper and remove any unprinted cards.
g. Open the cleaning card package and remove the cleaning card. h. Load the cleaning card in the input hopper. (Plan to clean the printer immediately. The cleaning card dries out if it is out of its package for more than a few minutes.) i.
Close the input hopper and lock the printer. The front panel displays Ready and the USER button shows steady green.
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2. Use the LCD menu system to start the cleaning cycle. a. Press the USER button. Suspended displays on line 1 of the LCD panel.
b. Press ENTER to enter the menu system. 3. Enter the Cleaning Card menu. a. Maintenance displays on line 2 of the LCD panel. Press ENTER to enter the Maintenance menu.
b. Cleaning Card displays on line 2 of the LCD panel. Press ENTER to enter the Cleaning Card menu. 4. Run the cleaning card. a. Start displays on line 2 of the LCD panel. Press ENTER to start the cleaning process.
b. Insert cleaning card displays on the LCD panel and the card light blinks amber. Press the USER button to start the cleaning cycle. The cleaning card moves through the printer several times. The card then moves into the embosser and cleans the embosser rollers. It is ejected in the reject tray of the embosser. 5. Prepare the printer for use. a. Unlock the printer. b. Open the input hopper and replace the unprinted cards. 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. e. Return the print ribbon cartridge into the printer component. f.
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Close the printer swingarm.
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. i.
Lock the printer and embosser. The LCD panel displays Ready and the printer is available to print cards again.
HINTS & TIPS
Use the cleaning card one time only.
Change the cleaning sleeve each time you clean the printer or change the print ribbon.
Multi-Hopper System Cleaning a system equipped with a multi-hopper involves two steps: cleaning the printer and cleaning the hopper rollers. To start the cleaning process, refer to “Prepare the Printer for Cleaning”.
Prepare the Printer for Cleaning 1. Power on the printer. 2. Unlock the printer and open the printer supplies access door 3. Open the printer swingarm and remove the print ribbon cartridge. 4. Remove the used cleaning sleeve and discard it. 5. Replace the ribbon cartridge in the printer and close the swingarm and the printer supplies access door.
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6. Open the multi-hopper door and remove any unprinted cards. 7. Open the cleaning card packages, remove the cards, and insert the cleaning cards into the hoppers. (Plan to run the cleaning cycle immediately. The cleaning cards dry out if they are out of the package for more than a few minutes.) 8. Close the multi-hopper door and lock the printer. The front panel displays Ready and the USER button shows steady green.
Clean the Printer 1. Make sure that you have prepared the printer for cleaning. Refer to “Prepare the Printer for Cleaning” on page 45 2. Enter the menu system. a. Press the USER button. Suspended displays on line 1 of the LCD panel. b. Press ENTER to enter the menu system.
3. Enter the Cleaning Card menu. a. Maintenance displays on line 2 of the LCD panel. Press ENTER to enter the Maintenance menu. b. Cleaning Card displays on line 2 of the LCD panel. Press ENTER to enter the Cleaning Card menu.
4. Printer displays on line 2 of the LCD panel. Press ENTER.
5. Start displays on line 2 of the LCD panel. Press ENTER to start the cleaning process.
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System Maintenance
6. Insert cleaning card displays on the LCD panel. Press the USER button to start the cleaning cycle. The printer picks the cleaning card from hopper 2 (H2) and moves it through the printer several times. The card then moves into the embosser and cleans the embosser rollers. The card is ejected in the reject tray of the embosser. The printer returns to Ready when the cleaning cycle completes. Continue with “Clean the Multi-Hopper Rollers” on page 47.
Clean the Multi-Hopper Rollers 1. Access the LCD menu system and enter the Cleaning Card menu. 2. Select the hoppers for cleaning. a. Press the down arrow key until Hopper displays on line 2 of the LCD panel. b. Press ENTER to enter the Hopper menu. c. Press the down arrow key and choose All to clean hoppers H1 through H6. (Or, continue pressing down to select hoppers 1 to 6 to clean a hopper individually.) 3. Press ENTER to start the cleaning process. The printer moves the cleaning cards back and forth across the hopper rollers several times and then ejects the cleaning cards back into the hoppers. The printer returns to Ready when the cleaning cycle completes. To complete the cleaning process, continue with “Prepare the Printer for Use” on page 47.
Prepare the Printer for Use 1. Unlock the printer and open the multi-hopper door. 2. Remove the used cleaning cards from the hoppers. Wait a few minutes for the rollers to dry. 3. Replace the unprinted cards in the input hoppers. 4. Open the printer supplies access door and the printer swingarm. Remove the print ribbon cartridge. 5. Install a new cleaning sleeve on the print ribbon cartridge, and remove the protective cover. Refer to “Load the Cleaning Sleeve” on page 36 for the steps to follow. 6. Return the print ribbon cartridge to the printer component.
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7. Close the printer swingarm. Press down on the ridges on the front of the swingarm to latch it completely. 8. Close the printer supplies access door. 9. Unlock the embosser and open the supplies access door. 10. Remove the used cleaning card from the reject tray and discard it. 11. Lock the printer and embosser. The LCD displays Ready and is available to print cards again.
HINTS & TIPS
Use each cleaning card one time only.
Change the cleaning sleeve each time you clean the printer or change the print ribbon.
Clean the Embosser Rollers You also can clean the embosser flipper module rollers by selecting a test card option in Printer Manager. Do the following to clean the embosser rollers from Printer Manager: 1. Log in to Printer Manager using the WebAdmin username. Refer to the printer’s Installation and Administrator’s Guide for complete information about using Printer Manager.
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System Maintenance
2. Select TroubleShooting > Test Card.
3. Select TestCleaningCard from the Emboss/Card Back test card options.
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. 5. Unlock the embosser and remove the used cleaning card. 6. Close and lock the embosser. 7. Log out of Printer Manager and close your browser window.
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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. 1. Unlock and open the embosser supplies access door. 2. Remove the cards from the reject tray. Follow your site’s guidelines to properly dispose of the cards removed from the reject tray. 3. Close and lock the embosser supplies access door.
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System Maintenance
Chapter 5: Troubleshooting
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 CardWizard documentation for additional troubleshooting information. The section starts with an overview of card production and printer issues you may encounter:
Locate a Problem Within the Card Production System on page 52
Locate a Problem with Basic Printer Functions on page 52
Tools for Troubleshooting on page 53
This section also describes troubleshooting for the following:
Installation Problems on page 54
Card Appearance on page 55
Magnetic Stripe Problems on page 58
Use Advanced Troubleshooting Tools on page 59
Card Jams on page 60
Repair Broken Indent Ribbon or Topping Foil on page 62
Messages and Conditions on page 63
Respond to Messages on page 66
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Locate a Problem Within the Card Production System If any one of the following components does not work properly, your card production can be affected.
CardWizard issuance software CardWizard software formats the data used to create cards. Make sure that your card design works with the system.
Other components of the system A system can include 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.
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.
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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.
If a power supply is not functioning, replace it and begin with step 1.
Troubleshooting
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. Print a card using your card production software.
If the card prints, your software is working successfully with the printer. Troubleshoot the card design.
If the card does not print, check the following:
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.
Tools for Troubleshooting The tools for troubleshooting a problem include the supplies and equipment you use to print cards:
Blank cards to print, used at several stages of troubleshooting
Print ribbon (for optional color printing)
Indent ribbon and topping foil
Cleaning supplies, especially printer cleaning cards and a cleaning swab
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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 printer displays Ready on the LCD panel, but it is not available.
Follow your network troubleshooting procedures to isolate and test each component of the computer-to-printer communication link. Suggestions: Verify the computer-to-network connection by accessing a network resource, such as a network drive.
The printer is not configured with the correct network address
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The network administrator can test communication between a server and the printer.
Make sure that the user is logged in to the network.
Make sure that the server name or IP address has been entered in the Port Settings or Configure Port dialog box on the computer. For more information about retrieving the printer’s IP address, refer to “Retrieve the Printer’s Network IP Address” on page 26. Make sure that Ready displays on the printer's LCD panel.
Troubleshooting
Card Appearance Card appearance problems can be caused by the print ribbon, indent ribbon, or topping foil application.
Print Troubleshooting Problem
Probable Cause
Solution
Nothing is printed on the card.
The print ribbon is loaded incorrectly.
Remove the print ribbon and install it correctly. Refer to “Load the Print Ribbon (Optional)” on page 38.
The page size was not set to ISO ID-1.
Use your card production application to access the printer’s 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 black background does not appear on the card.
The black panel of the ribbon is printing over the color panels.
The printer uses the print ribbon panels in sequence; the Y panel prints first, then M, 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.
One or more lines appear on the card.
The printhead is dirty or damaged.
Clean the printhead. Refer to “Clean the Printhead” on page 42.
The print quality changes from the previous card.
The ribbon type was changed while card jobs were in the printer queue.
The type of ribbon installed in the printer determines the color profile used when the card is sent to print. If the ribbon type 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 aligned correctly with other color panels.
The cards are slipping in the track.
Run a cleaning card. Refer to “Clean the System” on page 43.
The cards are not the correct size for the printer.
Use cards that meet the size requirement for the printer. Refer to “Cards” in the printer’s Installation and Administrator’s Guide for specifications.
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Problem
Probable Cause
Solution
Printing is blurred.
The cards have a matte, not glossy, finish.
Use cards that meet the requirements for the printer. Refer to “Cards” in the printer’s Installation and Administrator’s Guide for specifications.
The rollers are dirty.
Run a cleaning card. Refer to “Clean the System” on page 43.
The printhead is dirty.
Clean the printhead. Refer to “Clean the Printhead” on page 42.
Unprinted cards have scratches.
Handle cards carefully. Refer to “Card Quality Guidelines” in the printer’s Installation and Administrator’s Guide for more information.
Cards have embedded particles, an uneven surface, or the card edge has burrs.
Use cards that meet the requirements for the printer. Refer to “Cards” in the printer’s Installation and Administrator’s Guide for card specifications.
The rollers are dirty or the card packaging contains debris.
Run a cleaning card. Refer to “Clean the System” on page 43.
Cards have fingerprints or other dirt on them.
Handle cards carefully. Refer to “Card Quality Guidelines” in the printer’s Installation and Administrator’s Guide for more information.
A signature panel is located on the other side of the card.
Design the card to avoid printing photos over signature panel residue.
The rollers are dirty or the card packaging contains debris.
Run a cleaning card. See“Clean the System” on page 43. Use cards that meet the requirements for the printer. Refer to “Cards” in the printer’s Installation and Administrator’s Guide for specifications. If needed, obtain a different supply of cards.
The image capture system needs adjustment.
To determine optimal color settings, refer to the documentation for your image capture system and “Color Printing” in the printer’s Installation and Administrator’s Guide.
The printed card has small unprinted areas.
Part of the printed image is discolored.
Photos look faded
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Troubleshooting
Problem
Probable Cause
Solution
The printing is very light.
The print ribbon is loaded incorrectly.
Remove the print ribbon and install it correctly. Refer to “Load the Print Ribbon (Optional)” on page 38.
The card was previously printed and has topcoat on it.
Print only new cards. Refer to “Cards” in the printer’s Installation and Administrator’s Guide for card specifications.
The printhead is not installed correctly.
Contact your service provider for instructions on installing the printhead correctly.
The printhead power is too low.
Log into the Printer Manager as a WebAdmin. Open the Printer Settings > Print menu. Increase the YMCPower setting, and click Set Current to save your changes.
The card includes very dark areas.
Change the design to use smaller areas of dark color.
The printhead is not aligned correctly.
Contact your service provider.
All color printing is darker than intended.
Color adjustment is too dark. A change in the card stock you use can alter the appearance of printed cards.
Change the color adjustment settings. Refer to “Color Printing” in the printer’s Installation and Administrator’s Guide.
Text has broken (partly printed) characters.
The monochrome (K) power setting is balanced to print both fine text and bar codes.
If the card does not include a bar code, increase the monochrome intensity. If the card includes fine text and bar codes, change the text to improve printing. Refer to “Monochrome Printing” in the printer’s Installation and Administrator’s Guide.
The text is formatted to print with color, and the card is being printed with monochrome ribbon.
Contact your service provider. Format text to print black so that the text is not dithered.
The monochrome (K) power setting is too low. The cards require a different setting.
Increase the monochrome intensity. Find a balance between printing all card data and causing wrinkles.
The card shows wrinkles in darkly colored areas.
Printing is uneven or is missing in some areas.
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Indent Troubleshooting Problem
Probable Cause
Solution
The indent characters are very light.
The indent ribbon is loaded incorrectly or not being taken up on rollers.
Load the indent ribbon correctly. Refer to “Load the Indent Ribbon Cartridge” on page 33 for more information. Contact your system administrator if the problem continues.
Topping Foil Troubleshooting Problem
Probable Cause
Solution
The topping foil is very light.
The topping foil is loaded incorrectly.
Load the topping foil correctly. Refer to “Load the Topping Foil Cartridge” on page 35 for more information.
The topper temperature is not hot enough.
Contact your system administrator to adjust the temperature of the topper mechanism.
Magnetic Stripe Problems The printer uses the coercivity set using the LCD panel or Printer Manager, and the data format set using the Printer Manager.
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Problem
Solution
Cards are not loaded correctly.
Load ISO cards with the magnetic stripe (back side) facing down and to the right. Refer to “Load Cards in the Input Hopper” on page 39.
Cards do not have a magnetic stripe.
Load magnetic stripe cards in the input hopper. If the cards have a magnetic stripe, check the quality of the cards. Change card stock if needed.
The card has dirt or damage on the magnetic stripe.
Encode and send a new card to the printer. If an error message displays indicating a magnetic stripe problem, run a cleaning card to clean the magnetic stripe head. Refer to “Clean the System” on page 43.
Troubleshooting
Problem
Solution
The magnetic stripe on the card is low-coercivity material and the High Coercivity setting is selected.
To use the cards you have, select low-coercivity encoding. Refer to “Set Magnetic Stripe Coercivity from the LCD Menu” on page 31. To encode with high coercivity, obtain cards manufactured for high coercivity encoding.
The magnetic stripe on the card is high-coercivity material and the Low Coercivity setting is selected.
To use the cards you have, select high-coercivity encoding. Refer to “Set Magnetic Stripe Coercivity from the LCD Menu” on page 31. To encode with low coercivity, obtain cards manufactured for low coercivity encoding.
The data for this job includes characters not allowed by the magnetic stripe format selected for the track.
Cancel the current print job. Make sure that you know what data is allowed on the track. Change the data to be encoded, and resend the card job. Refer to “Magnetic Stripe Design” in the printer’s Installation and Administrator’s Guide for more information.
The magnetic stripe data was sent in an encoding format not supported by the track.
Review the encoding format setting for the tracks in Printer Manager. Refer to the Printer Manager “Printer Setting Menu” in the Installation and Administrator’s Guide. Make sure that 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 data for a track not supported by the magnetic stripe module.
Verify the type of magnetic stripe option in the printer. Refer to “System Labels” on page 11 to see the options in your printer. 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.
Use Advanced Troubleshooting Tools Printer Manager provides access to card design settings and additional troubleshooting tools. Printer Manager also allows you to perform advanced troubleshooting with the guidance of your service provider. Refer to the “Printer Manager” section in the printer’s Installation and Administrator’s Guide for more information.
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Card Jams A card jam occurs when the card does not reach the proper position for the next action. To begin troubleshooting a card jam, first determine where in the system the card jam has occurred. Card jams can occur in either the printer or embosser components.
Printer Card Jam 1. Unlock the printer and open the printer supplies access door on the multi-hopper. 2. Press the silver latch button and open the printer swingarm. 3. Remove the print ribbon cartridge. 4. Rotate the manual advance knob on the side of the printer until the jammed card is accessible from the rollers. 5. Remove the card. If no card jam is located in the printer, continue with “Embosser Card Jam” on page 61. 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. 7. Close the printer supplies access door on the multi-hopper. 8. Lock the printer.
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Troubleshooting
Embosser Card Jam 1. Unlock and open the embosser supplies access door. 2. Remove the indent ribbon and topping foil cartridges. 3. Rotate the manual advance knob inside of the embosser until the jammed card is accessible from the rollers. 4. Remove the card. 5. Replace the indent ribbon and topping foil cartridges. 6. Close and lock the embosser supplies access door.
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Repair Broken Indent Ribbon or Topping Foil If the indent ribbon or topping foil breaks, you can repair it and continue using the supply. 1. Unlock and open the embosser supplies access door. 2. Remove the cartridge with the broken supply from the embosser. 3. Trim the ends of the broken supply evenly. Do not remove the used supply from the take-up spool. 4. Align the ends of the broken supply evenly and apply adhesive tape to secure them. Tape
Indent Ribbon
Topping Foil
5. Turn the take-up spool until the mended portion is wound onto the spool two or three turns. 6. Remove any slack in the supply. 7. Reinstall the cartridge into the embosser until it clicks into position. 8. Close the embosser supplies access door and lock the embosser.
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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. Refer to the following for more information:
Messages on the Printer LCD
Messages from Printer Manager on page 66
Other Messages on page 66
Messages on the Printer LCD All messages are associated with a print job. The system issues messages that focus on recovering from problems.
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.
No.
LCD Message
User Light
Supply Light
Card Light
–
Close and lock doors
Color Cycle
Off
Off
100
Request not supported
Amber Flash
Off
Off
101
Job could not complete
Amber Flash
Off
Off
102
Card not in position
Off
Off
Amber Flash
103
Printer problem
Amber Flash
Off
Off
104
Critical problem
Amber Flash
Amber Flash
Amber Flash
105
Magstripe data error
Amber Flash
Off
Off
106
Magstripe data not found
Off
Off
Amber Flash
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No.
LCD Message
User Light
Supply Light
Card Light
107
Magstripe read data error
Off
Off
Amber Flash
108
Magstripe read no data
Off
Off
Amber Flash
109
Print ribbon problem
Off
Amber Flash
Off
110
Print ribbon out or missing
Off
Amber Flash
Off
111
Card not picked
Off
Off
Amber Flash
112
Card hopper empty
Off
Off
Amber Flash
113
Close cover to continue
Amber Flash
Off
Off
114
Cover opened during job
Amber Flash
Off
Off
116
Magstripe not available
Amber Flash
Off
Off
117
Reader not available
Amber Flash
Off
Off
118
Print ribbon type problem
Off
Amber Flash
Off
119
Print ribbon not supported
Off
Amber Flash
Off
120
User paused the printer
Amber Flash
Off
Off
121
Print ribbon not identified
Off
Amber Flash
Off
122
Magstripe format problem
Amber Flash
Off
Off
123
Insert new card side 1 up
Amber Flash
Off
Off
124
Insert same card side 2 up
Amber Flash
Off
Off
125
Emboss critical error
Green Flash
Green Flash
Green Flash
126
Emboss format error
Green Flash
Off
Off
127
Emboss transport error
Green Flash
Off
Off
128
Embosser card jam
Off
Off
Green Flash
129
Embosser topper jam
Off
Green Flash
Off
130
Embosser card entry jam
Off
Off
Green Flash
131
Embosser card exit jam
Off
Off
Green Flash
Troubleshooting
No.
LCD Message
User Light
Supply Light
Card Light
132
Embosser card stack full
Off
Off
Green Flash
133
Embosser card reject full
Off
Off
Green Flash
135
Indent ribbon supplies out
Off
Green Flash
Off
136
Indent ribbon break
Off
Green Flash
Off
137
Embosser wheel error
Green Flash
Off
Off
138
Embosser indent error
Off
Green Flash
Off
139
Lost card, open emboss cover
Off
Off
Green Flash
140
Embosser not available
Green Flash
Off
Off
141
Close emboss cover
Green Flash
Off
Off
142
Emboss cover error
Green Flash
Off
Off
143
Topping foil problem
Off
Green Flash
Off
144
Topping foil out
Off
Green Flash
Off
145
Topping foil type problem
Off
Green Flash
Off
146
Topping foil support err
Off
Green Flash
Off
147
Topping foil no tag found
Off
Green Flash
Off
149
Option not installed
Amber Flash
Off
Off
150
Print while unlocked
Amber Flash
Off
Off
151
Failed to lock
Amber Flash
Off
Off
152
Insert new card side 2 up
Amber Flash
Off
Off
153
Insert same card side 2 up
Amber Flash
Off
Off
170
Insert new card side 1 up
Amber Flash
Off
Off
171
Insert same card side 1 up
Amber Flash
Off
Off
172
Insert cleaning card
Off
Off
Amber Flash
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No.
LCD Message
User Light
Supply Light
Card Light
173
Improper shutdown
Amber Flash
Off
Off
245
Configuration error
Green Flash
Off
Off
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 printer’s Installation and Administrator’s 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.
The Card Printer Driver can issue a message if a print job is sent to the printer using the driver. Refer to “Driver-Only Message” on page 80.
Respond to Messages Messages display on the printer front panel LCD to identify various operational conditions and errors of card production on the system. You can respond to messages using the printer front panel buttons.
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 organization’s established procedures. The following messages display on the printer LCD panel. Use the recovery instructions to respond to the message.
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Printer Messages on page 67
Embosser Messages on page 76
Troubleshooting
Printer Messages The following messages indicate a condition in the printer component.
Close and lock doors A secure door is physically unlocked on the system. 1. Gently try to open all secure doors on the system. 2. Close any open door and lock the printer and/or embosser using the key.
100: Request not supported The printer does not support the personalization being requested for the card. The card will be canceled. Change the card data to match the printer’s options and settings, or print to a printer that is configured to support the personalization being requested. Press the USER button on the printer to clear the message. Send the card to print again.
101: Job could not complete The card took too much time to complete. The card will be canceled. Press the USER button on the printer to clear the message.
HINTS & TIPS
If you are connected to a network, verify the connection.
Ask your administrator for assistance if needed.
102: Card not in position The card is not positioned in the printer correctly. 1. Open the printer and remove the ribbon cartridge. 2. Turn the knob to remove the card. 3. Replace the ribbon cartridge and close the printer Press the USER button to clear the message and send the card to print again.
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103: Printer problem The printer had an error. The card will be canceled. 1. Press the printer POWER button to power off the printer. 2. Press the POWER button again to power on the printer.
104: Critical problem The printer had a serious error. The card will be canceled. 1. Press the printer POWER button to power off the printer. 2. Request service. The system must remain powered off.
105: Magstripe data error 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.
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The card might have been loaded into the input hopper the wrong way. A diagram inside the input hopper shows the correct orientation.
The card might not have a magnetic stripe.
Troubleshooting
106: Magstripe data not found The printer did not find magnetic stripe data on 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.
HINTS & TIPS
The card might not match printer settings or the data sent.
Ask the system administrator to verify that the card, the data, and the printer settings match.
107: Magstripe read data error 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.
HINTS & TIPS
The data might use a different format than the current printer setting.
Ask the system administrator to verify that the card, data, and printer settings match.
108: Magstripe read no data 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.
HINTS & TIPS
The card might have been loaded in the input hopper the wrong way. A diagram inside the input hopper shows the correct orientation.
The card might not have a magnetic stripe.
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109: Print ribbon problem The print ribbon is not moving properly. 1. Open the printer and remove the ribbon cartridge. 2. Reposition, repair, or replace the ribbon and advance the repaired area one full turn. 3. Replace the ribbon cartridge and close the printer. Press the USER button on the printer to clear the message and send a new card to the printer.
HINTS & TIPS
Remove any debris from the print area.
If a card is in the printer, turn the manual advance knob to move the card so that the printer can eject it.
110: Print ribbon out or missing The printer does not have usable ribbon. To complete the current card: 1. Open the printer and remove the ribbon cartridge. 2. Install a new ribbon and cleaning roller. 3. Replace the cartridge and close the printer Press the USER button on the printer to clear the message.
HINTS & TIPS 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.
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Troubleshooting
112: Card hopper empty The printer did not detect cards in the input hopper. Add cards to the input hopper. Press the USER button on the printer to clear the message.
113: Close cover to continue The cover is open or the print ribbon cartridge is missing. Confirm that the print ribbon cartridge is installed and then close the cover. Press the USER button on the printer to clear the message.
HINTS & TIPS
Make sure that the ribbon cartridge is installed properly with the cartridge handle even with the edges of the printer.
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.
114: Cover opened during job The printer cover was opened while printing. Push down on the cover to latch it. Press the USER button on the printer to clear the message.
HINTS & TIPS
Make sure that the ribbon cartridge is installed properly with the cartridge handle even with the edges of the printer.
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.
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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.
HINTS & TIPS
Look at the printer configuration label inside the printer component. If the label shows either “M” or “J”, the system has a magnetic stripe option that is not working. Request service.
To process the card without magnetic stripe processing, remove the magnetic stripe data from the card design and send it again.
117: Reader not available The printer does not support the personalization being requested for the card. The card will be canceled. Change the card data to match the printer’s options and settings or print to a printer that is configured to support the personalization being requested. Press the USER button on the printer to clear the message.
HINTS & TIPS 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. Use ribbon designed for this printer. Press the USER button on the printer to clear the message.
HINTS & TIPS
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Purchase ribbon from your dealer or authorized reseller.
Check the Entrust Datacard website for updated firmware that supports new ribbon types.
Troubleshooting
119: Print ribbon not supported The printer cannot use the ribbon installed. The card will be canceled. Press the USER button on the printer to clear the message.
HINTS & TIPS
Purchase ribbon from your dealer or authorized reseller.
Check the Entrust Datacard website for updated firmware that supports new ribbon types.
120: User paused the printer The printer was paused while printing. To complete the current card press the printer’s USER button.
HINTS & TIPS
If the user pressed the button for several seconds, the card has been canceled.
If this message occurs often, ask your system administrator to set the button sensitivity to a lower value.
121: Print ribbon not identified The printer cannot use the ribbon installed. The card will be canceled. Use ribbon designed for this printer. Press the USER button on the printer to clear the message.
HINTS & TIPS Ask your dealer or authorized reseller for a replacement ribbon.
122: Magstripe format problem 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 to clear the message.
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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 printer’s USER button.
124: Insert same card side 2 up 1. Take the card from the printer. 2. Turn the card over end to end so side 2 is facing up. 3. Insert the card in the printer. 4. If the card is not immediately picked, press the printer’s USER button.
149: Option not installed The printer does not support the personalization being requested for the card. The card will be canceled. Change the card data to match the printer’s options and settings, or print to a printer that is configured to support the personalization being requested. Press the USER button on the printer to clear the message.
150: Print while unlocked The printer is unlocked. The card will be canceled. Make sure that all access doors are closed securely and locked.
151: Failed to lock An attempt to lock the printer failed. The card will be canceled. 1. Make sure that all access doors are closed securely. 2. Try locking the printer again.
HINTS & TIPS Make sure that the reject tray is installed properly before locking the printer.
152: Insert new card side 2 up 1. Turn a new card over end to end so side 2 is facing up. 2. Insert the card in the printer. 3. If the card is not immediately picked, press the printer’s USER button.
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Troubleshooting
153: Insert same card side 2 up 1. Take the card from the printer and turn it over end to end so side 2 is facing up. 2. Insert the card in the printer. 3. If the card is not immediately picked, press the printer’s USER button.
170: 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 printer’s USER button.
171: Insert same card side 1 up 1. Take the card from the printer and turn it over end to end so side 1 is facing up. 2. Insert the card in the printer. 3. If the card is not immediately picked, press the printer’s User button.
172: Insert cleaning card 1. Insert cleaning card. 2. If the card is not immediately picked, press the printer’s USER button.
173: Improper shutdown Always use the POWER button to power off the printer. Press and hold the USER button to set the printer to Ready.
HINTS & TIPS The system was shut down incorrectly or lost power.
245: Configuration error 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.
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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. 1. Press the printer POWER button to power off the system. 2. Request service. The system must remain powered off.
126: Emboss format error The emboss data sent does not match the format set in the embosser. The card will be canceled.
HINTS & TIPS
Make sure that the data sent contains the correct number of characters.
Ask your system administrator to make sure that all data to be embossed is encrypted.
127: Emboss transport error The card is not correctly positioned in the embosser. 1. Open the embosser and remove the supply cartridges. 2. Remove any cards found. 3. Replace the cartridges, close and lock the embosser.
128: Embosser card jam The card path is blocked in the embosser. 1. Open the embosser and remove the supply cartridges. 2. Remove any cards found. 3. Replace the cartridges, and then close and lock the embosser.
129: Embosser topper jam The embosser topping foil is not moving properly. 1. Open the embosser and remove the topping foil cartridge. 2. Reposition, repair, or replace the topping foil. 3. Replace the cartridge, and then close and lock the embosser.
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Troubleshooting
130: Embosser card entry jam The card path is blocked in the embosser. 1. Open the embosser and remove the supply cartridges. 2. Remove any cards found. 3. Replace the cartridges, and then close and lock the embosser.
HINTS & TIPS Refer to “Embosser Card Jam” on page 61 for more information.
131: Embosser card exit jam The card path is blocked in the embosser. 1. Open the embosser and remove the supply cartridges. 2. Remove any cards found. 3. Replace the cartridges, and then close and lock the embosser.
HINTS & TIPS Refer to “Embosser Card Jam” on page 61 for more information.
132: Embosser card stack full The embosser output hopper is full or blocked. Remove cards from the printer output hopper.
133: Embosser card reject full The embosser reject tray is full. 1. Open the embosser and empty the reject tray. 2. Close and lock the embosser.
HINTS & TIPS The embosser reject tray holds five cards. Empty it regularly to avoid receiving the message. Refer to “Empty the Embosser Reject Tray” on page 50.
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135: Indent ribbon supplies out The embosser does not have usable indent ribbon. 1. Open the embosser and remove the indent ribbon cartridge. 2. Install a new indent ribbon. 3. Replace the cartridge, and then close and lock the embosser.
HINTS & TIPS Refer to “Load the Indent Ribbon Cartridge” on page 33 for more information.
136: Indent ribbon break The embosser indent ribbon is not moving properly. 1. Open the embosser and remove the indent ribbon cartridge. 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.
HINTS & TIPS Refer to “Load the Indent Ribbon Cartridge” on page 33 or “Repair Broken Indent Ribbon or Topping Foil” on page 62.
137: Embosser wheel error The card path is blocked in the embosser. 1. Open the embosser and remove the supply cartridges. 2. Remove any cards found. 3. Replace the cartridges, and then close and lock the embosser.
138: Embosser indent error The embosser indent ribbon is not moving properly. 1. Open the embosser and remove the indent ribbon cartridge. 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.
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Troubleshooting
139: Lost card, open emboss cover The card is not correctly positioned in the embosser. 1. Open the embosser and remove the supply cartridges. 2. Remove any cards found. 3. Replace the cartridges, and then close and lock the embosser.
140: Embosser not available 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.
141: Close emboss cover The embosser, printer, or multi-card hopper is open. Make sure that all access doors are closed securely and locked.
142: Emboss cover error The embosser, printer, or multi-card hopper is open. Make sure that all access doors are closed securely and locked.
143: Topping foil problem The embosser topping foil is not moving properly. The card will be canceled. 1. Open the embosser and remove the topping foil cartridge. 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.
HINTS & TIPS Refer to “Load the Topping Foil Cartridge” on page 35 or “Repair Broken Indent Ribbon or Topping Foil” on page 62.
CE870 Instant Issuance System User’s Guide
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144: Topping foil out The embosser does not have usable topping foil. 1. Open the embosser and remove the topping foil cartridge. 2. Install new topping foil. 3. Replace the cartridge, and then close and lock the embosser.
HINTS & TIPS 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. Use supplies designed for this printer.
146: Topping foil support err The embosser cannot use the topping foil installed. The card will be canceled. Use supplies designed for this printer.
147: Topping foil no tag found The embosser cannot use the topping foil installed. 1. Open the embosser and remove the topping foil cartridge. 2. Install new topping foil. 3. Replace the cartridge, and then close and lock the embosser.
Driver-Only Message The following message is issued by the Card Printer Driver if you send a print job to the CE870 instant issuance system using the driver. The Card Printer Driver does not support the CE870 system. The message displays on the PC that sent the card job to the printer. It does not display on the printer LCD.
518: Unable to print. The driver does not support the printer you have selected. Contact your authorized service representative for assistance.
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Troubleshooting
