Troubleshooting | Datacard Group guide

Troubleshooting	5
Troubleshooting
This chapter explains how to troubleshoot the Select printer
with Advanced Imaging Technology™ and how to obtain
service. It explains:
• What to do if you think the printer is not working

•

•

•

•

How to make test cards

Problems you might see in the appearance of cards

How to obtain service

How to package the printer to return for service

When you experience problems using the printer, follow the guidelines in this chapter.

•Record the printer model serial number. The model and configuration are displayed on a label that is visible when you open the top cover.

•Keep notes on the problem, including the message number and the solutions you attempt.

•Obtain information about the supplies used, including:

–Card stock and type (such as composite or PVC, three-track magnetic stripe, manufacturer, and so on). This information is located on the packaging for cards.

–Type of ribbon (such as YMCKT) and the lot number used for personalizing cards. This information is located on the package of the ribbon.

If you need to call for service, this information will help your service representative address your concerns.

For more information about messages, see “Responding to messages” on page 2-11.

User’s Guide for ImageCard® Select™ and UltraGrafix® Select™ Printers

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Datacard Group ImageCard SelectTM and UltraGrafix SelectTM Printers manual Troubleshooting

Contents

August User’s Guide for ImageCard Select and UltraGrafix Select Printers Proprietary Notice Liability statementRegulatory compliance Trademark acknowledgments Chapter 3 Using the printer driver ContentsChapter 2 Using the printer Loading cards Loading the print ribbon Powering on the system Status light Making cards PC and software specifications Section 2 Installing the PrinterProblems with card appearance Obtaining service C-10 PC settings for Windows 2000 and NT 4.0 . . . . . . . . . . . . . C-5PC settings for Windows Me and User’s Guide for ImageCard Select and UltraGrafix Select Printers Who should use this manual OverviewThis chapter presents the following The purpose of this manual Figure 1-1 Desktop icon for the e-Guide About this manualAudience About the Select printer Figure 1-2 Printer label About Advanced Imaging TechnologyPrinter models Top cover Printer label Table 1-1 Select printer features available Duplex module Printer featuresOutside of the printer Figure 1-3 Front of the Select printer Lock optional Inside the printerCard output stacker Ready button Printhead cartridge Continuous cleaning rollerSwing arm Ribbon tracker Back of the printer Contact smart card port Power switch Power receptaclePower switch Power receptacle Smart card serial ports Who to call for assistance 1-10 Using the printer Figure 2-2 Fan cards Loading cardsLoad cards Figure 2-1 Remove the card cartridge iSEL007u Smart Card Chip Magnetic StripeFigure 2-3 Load cards into the card cartridge Figure 2-4 Replace the card cartridge Figure 2-6 Open the swing arm Loading the print ribbonRemove the print ribbon cartridge Figure 2-5 Open the cover Figure 2-8 Load new print ribbon on the ribbon cartridge Load the print ribbonFigure 2-7 Remove the print ribbon cartridge Figure 2-9 Replace the print ribbon cartridge Powering on the systemPower on the printer Replace the print ribbon cartridge Status Light Figure 2-10 Power on the printerStatus light Figure 2-11 Status light Use a card creation application Making cards Print from a PC application 2-10 Removing cardsOperating tips Remove cards Figure 2-13 Typical message Responding to messages2-11 Figure 2-12 Remove cards 2-12 Fix a printer problem Shut down the printer and system Figure 2-14 Press the power button to power off the printerShutting down the system 2-13 2-14 This chapter provides information to help you use the printer Using the printer driverHow to work with printer settings and data How to use the Status Monitor Settings and data for Windows NT Working with printer settings and dataTips for settings Figure 3-1 Properties dialog box, Windows NT Use the Properties dialog box Figure 3-2 Default Document Properties dialog box for Windows NT Use the Default Document Properties dialog box Settings and data for Windows Me and Figure 3-3 Properties dialog box, Windows Me and Settings and data for Windows Figure 3-4 Select Properties dialog box, Windows Figure 3-5 Printing Preferences dialog box for Windows Use the Printing Preferences dialog box Icon Using the Status MonitorTable 3-1 Status Monitor icons Figure 3-6 Status Monitor icon 3-10 Opening and using the Status Monitor Suspending the Status Monitor Viewing Status Monitor information3-11 Open the Status Monitor Closing and Exiting the Status Monitor Starting or quitting advanced setup3-12 for ImageCard Select and UltraGrafix Select Printers Figure 3-8 Color Settings page3-13 3-14 Maintaining the printer Figure 4-1 Open the swing arm Running a cleaning cycleReplacing the cleaning roller sleeve Replace the cleaning roller Figure 4-2 Lift the roller out of the printer Figure 4-3 Replace the cleaning roller sleeve Figure 4-5 Insert the printer cleaning card Using the printer cleaning cardRun a printer cleaning card Figure 4-4 Printer cleaning card Figure 4-6 Insert the magnetic stripe cleaning card Using the magnetic stripe cleaning cardRun the magnetic stripe cleaning card Clean printer rollers Cleaning the printer rollers Figure 4-8 Clean rollers in the card track Figure 4-7 Clean the pick rollers Maintaining the printer Clean the printhead Cleaning tipsCleaning the printhead 4-10 Figure 4-9 Clean the printing surface of the printheadReplacing the printhead cartridge Remove the printhead cartridge Figure 4-10 Printhead cartridge latch lever 4-11 Figure 4-12 Printhead ground cable Power cable Data cable Ground cableFigure 4-11 Printhead power and data cables and connectors 4-12 Replace the printhead cartridge Figure 4-13 Align pins with slots on the swing arm4-13 Figure 4-14 Secure the printhead cartridge 4-14 Troubleshooting Location Troubleshooting guideProblem If you think the printer is not working Make a printer test card Making and evaluating test cards Printer test card Figure 5-1 Press and hold Ready button 1 and then Press Power switchFigure 5-2 ImageCard printer test card using color ribbon Format Windows test pagePrint the Windows test page Track WindowsCgtulatIfreadinfoyuhveyourthismationcanwin98tp Figure 5-3 Windows test page, portrait orientationWindows Print Print a magnetic stripe test card Problems with card appearanceMagnetic stripe test card Print Module Table 5-1 Print quality problemsTroubleshooting Solutions Guide 5-10 5-11 5-12 5-13 Topcoat applied using the print ribbonTable 5-2 Topcoat quality problems-print ribbon 5-14 Obtaining service Pack the printer When to obtain servicePacking the printer for shipping 5-15 Figure 5-5 Pack a Select printer for shipping 5-16 Requirements for the PC used with the Select printer with Before you installSkills that installers need Physical, electrical, and other requirements for the site General requirements Installation audience Physical requirements Selecting the siteElectrical requirements Environmental requirements PC and software specifications ID system installation sequence User’s Guide for ImageCard Select and UltraGrafix Select Printers Select Class photo ID printer. It describes Install the printerThis section describes how to install and set up the Datacard Connecting the cables Installing the printer driver Figure 7-1 Unpack the printer Install the printerUnpacking the printer Unpack the printer Who to call for assistance Connecting cables Figure 7-2 Connect the parallel port cable Connect a parallel port data cable Figure 7-3 Connect the USB cable Connect a USB data cableConnect an optional smart card serial cable Inside Outside Figure 7-4 Connect the smart card serial cable Connect the power cordFigure 7-5 Connect the power cord Preparing the printer for driver installation Installing the printer driver Install the printer driver to a parallel port Figure 7-6 Driver installation program 7-10 steps to follow Install the printer driver to a USB port on Windows Me or7-11 ImageCard Select and UltraGrafix Select Printers the e-Guide for ImageCard Select and UltraGrafix Select Printers and Install the printer driver to a USB port on Windows7-12 7-13 7-14 Changing required printer settings Print sample cards Printing sample cards7-15 7-16 Setup tipsOptional settings 7-17 7-18 Notice for Canada Safety and complianceRegulatory compliance Notice for USA FCC notice Safe human interface SafetyLiability statement Safe environment Acknowledgments User’s Guide for ImageCard Select and UltraGrafix Select Printers Panel Supplies and cardsPersonalization supplies Print ribbons type Supply roll storageRibbon Part Card material Card specificationsCards Card size Figure B-2 Pre-punched card block-out areas StickICardsNew cards preferred Pre-punched cards Card storage Card quality guidelinesCard surface Card handling Replaceable cleaning sleeve Cleaning suppliesCard storage specifications Printer cleaning card Figure B-4 Replaceable cleaning sleeve Cleaning kitsMagnetic stripe cleaning card Cleaning pen Purpose Printer driver CD-ROMPath Printhead Printer componentsPrinthead cartridge Printer USB cable Data cableB-10 Parallel port cable B-11 Power cordFigure B-9 U.S. power cable Smart card serial cable B-12 Replacement keys for optional lockPrint ribbon cartridge Card cartridge B-13 Cleaning roller spindleFigure B-13 Cleaning roller spindle Related publications B-14 PC settings Set up two ECP parallel ports PC settings for all operating systemsConfiguring the ECP parallel port Configure the ECP parallel port Figure C-1 Printer Port LPT Properties dialog box Figure C-2 USB Root Hub Properties dialog box C-4 Set up a Universal Serial Bus US port Remove a device from the Device Manager PC settings for Windows 2000 and NT Set printer permissions for Windows Setting parallel port valuesSetting printer permissions Set parallel port values for Windows 2000 and NT Set printer permissions for Windows NT Set the serial port on Windows 2000 and NT Setting a smart card serial port-Windows 2000 and NT Value Figure C-4 Settings dialog boxSetting Figure C-3 Ports dialog box Verify communication mode PC settings for Windows Me andVerify port assignment and settings C-10 Set the serial port on Windows Me and Setting a smart card serial port-Windows Me andC-11 Figure C-5 Device Manager tab of System Properties dialog box C-12 C-13 Figure C-6 Settings dialog box C-14 ABA American Bankers Association Magnetic stripe encodingIATA, ABA, and TTS character sets IATA International Air Transport Association NTT character set Magnetic Stripe Setup Magnetic Stripe settings used by the Select printer User’s Guide for ImageCard Select and UltraGrafix Select Printers Key Creation Failure, Key n Installation messagesDriver installation for Windows ME, 98, and NT Dc9inst.dll was not loaded. Canceling installation The printer name contains a not-allowed character Adobe Acrobat Reader installation did not complete successfully The setup DLL detected an error. Cancelling installation You must have administrator privileges to use this installationThere was an error creating a desktop shortcut for component Page Page Unable to install a shortcut in the Startup group Do you want this printer to be the default printer?An internal error has occurred. Canceling installation Acrobat Reader is required to view the e-Guide The e-Guide and Acrobat Reader are not available to install An invalid parameter has been detected during printer installation Please restart the PC and run this installation again Could not create the log file. Cancelling installation E-10 Driver installation for Windows 2000 onlyCould not access file The Installation did not complete Type in the name of the Datacard printer to remove Removing the printer driver for Windows ME, 98, and NTE-11 E-12 Numerics IndexPage Page Page locking Page Page User Profiles e-4-10 Windows NT Windows Me and edition recommended e-4-7 PC settings C-10, e-A-9Default Document Properties 3-5, 3-9, e-1-19, e-1-24 test page wizard 5-6, e-1-14 upgrading the printer driver e-4-6