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Datacard Group ImageCard SelectTM and UltraGrafix SelectTM Printers manual Troubleshooting

Models: ImageCard SelectTM and UltraGrafix SelectTM Printers

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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

Image 59

Datacard Group ImageCard SelectTM and UltraGrafix SelectTM Printers manual Troubleshooting

Contents

August User’s Guide for ImageCard Select and UltraGrafix Select PrintersProprietary Notice Liability statementRegulatory compliance Trademark acknowledgmentsChapter 3 Using the printer driver ContentsChapter 2 Using the printer Loading cards Loading the print ribbon Powering on the system Status light Making cardsPC and software specifications Section 2 Installing the PrinterProblems with card appearance Obtaining serviceC-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 manualFigure 1-1 Desktop icon for the e-Guide About this manualAudience About the Select printerFigure 1-2 Printer label About Advanced Imaging TechnologyPrinter models Top cover Printer labelTable 1-1 Select printer features available Duplex module Printer featuresOutside of the printer Figure 1-3 Front of the Select printerLock optional Inside the printerCard output stacker Ready buttonPrinthead cartridge Continuous cleaning rollerSwing arm Ribbon trackerBack of the printer Contact smart card port Power switch Power receptaclePower switch Power receptacleSmart card serial ports Who to call for assistanceUser’s Guide for ImageCard Select and UltraGrafix Select Printers 1-10Overview Using the printer Figure 2-2 Fan cards Loading cardsLoad cards Figure 2-1 Remove the card cartridgeiSEL007u Smart Card Chip Magnetic StripeFigure 2-3 Load cards into the card cartridge Figure 2-4 Replace the card cartridgeFigure 2-6 Open the swing arm Loading the print ribbonRemove the print ribbon cartridge Figure 2-5 Open the coverFigure 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 cartridgeStatus Light Figure 2-10 Power on the printerStatus light Figure 2-11 Status lightDescription Making cardsUse a card creation application Status LightPrint from a PC application 2-10 Removing cardsOperating tips Remove cardsFigure 2-13 Typical message Responding to messages2-11 Figure 2-12 Remove cards2-12 Fix a printer problemShut down the printer and system Figure 2-14 Press the power button to power off the printerShutting down the system 2-13User’s Guide for ImageCard Select and UltraGrafix Select Printers 2-14Using the printer 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 MonitorSettings 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 boxFigure 3-2 Default Document Properties dialog box for Windows NT Use the Default Document Properties dialog boxUse the Properties dialog box Settings and data for Windows Me andFigure 3-3 Properties dialog box, Windows Me and Settings and data for WindowsUse the Properties dialog box Figure 3-4 Select Properties dialog box, WindowsFigure 3-5 Printing Preferences dialog box for Windows Use the Printing Preferences dialog boxIcon Using the Status MonitorTable 3-1 Status Monitor icons Figure 3-6 Status Monitor iconTable 3-1 Status Monitor icons Opening and using the Status Monitor3-10 Suspending the Status Monitor Viewing Status Monitor information3-11 Open the Status MonitorClosing 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 User’s Guide for ImageCard Select and UltraGrafix Select Printers 3-14Using the printer driver Maintaining the printer Figure 4-1 Open the swing arm Running a cleaning cycleReplacing the cleaning roller sleeve Replace the cleaning rollerFigure 4-2 Lift the roller out of the printer Figure 4-3 Replace the cleaning roller sleeveFigure 4-5 Insert the printer cleaning card Using the printer cleaning cardRun a printer cleaning card Figure 4-4 Printer cleaning cardFigure 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 rollersFigure 4-8 Clean rollers in the card track Figure 4-7 Clean the pick rollersMaintaining 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 cartridgeFigure 4-10 Printhead cartridge latch lever 4-11Figure 4-12 Printhead ground cable Power cable Data cable Ground cableFigure 4-11 Printhead power and data cables and connectors 4-12Replace the printhead cartridge Figure 4-13 Align pins with slots on the swing arm4-13 Figure 4-14 Secure the printhead cartridge 4-14Troubleshooting Location Troubleshooting guideProblem If you think the printer is not workingMake a printer test card Making and evaluating test cardsPrinter 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 TrackWindowsCgtulatIfreadinfoyuhveyourthismationcanwin98tp Figure 5-3 Windows test page, portrait orientationWindows PrintPrint a magnetic stripe test card Problems with card appearanceMagnetic stripe test card Print Module Table 5-1 Print quality problemsTroubleshooting SolutionsWhat you see GuideTable 5-1 Print quality problems SolutionsWhat you see 5-10Table 5-1 Print quality problems SolutionsWhat you see 5-11Table 5-1 Print quality problems SolutionsWhat you see 5-12Table 5-1 Print quality problems SolutionsTable 5-1 Print quality problems Topcoat applied using the print ribbonTable 5-2 Topcoat quality problems-print ribbon 5-13Solutions Obtaining service5-14 Table 5-2 Topcoat quality problems-print ribbonPack the printer When to obtain servicePacking the printer for shipping 5-15Figure 5-5 Pack a Select printer for shipping 5-16Physical, electrical, and other requirements for the site Before you installSkills that installers need This chapter presents the followingGeneral requirements Installation audiencePhysical requirements Selecting the siteElectrical requirements Environmental requirements PC and software specificationsID system installation sequence User’s Guide for ImageCard Select and UltraGrafix Select Printers Before you installSelect 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 driverFigure 7-1 Unpack the printer Install the printerUnpacking the printer Unpack the printerUser’s Guide for ImageCard Select and UltraGrafix Select Printers Connecting cablesWho to call for assistance Install the printerUser’s Guide for ImageCard Select and UltraGrafix Select Printers Connect a parallel port data cableFigure 7-2 Connect the parallel port cable Install the printerFigure 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 driverInstall the printer driver to a parallel port Figure 7-6 Driver installation program Install the printer 7-10steps to follow Install the printer driver to a USB port on Windows Me or7-11 ImageCard Select and UltraGrafix Select Printersthe e-Guide for ImageCard Select and UltraGrafix Select Printers and Install the printer driver to a USB port on Windows7-12 steps to follow 7-13Install the printer ImageCard Select and UltraGrafix Select Printers7-14 Changing required printer settingsPrint sample cards Printing sample cards7-15 7-16 Setup tipsOptional settings Install the printer 7-17User’s Guide for ImageCard Select and UltraGrafix Select Printers 7-18Install the printer Notice for Canada Safety and complianceRegulatory compliance Notice for USA FCC noticeSafe human interface SafetyLiability statement Safe environmentAcknowledgments User’s Guide for ImageCard Select and UltraGrafix Select Printers Panel Supplies and cardsPersonalization supplies Print ribbonstype Supply roll storageRibbon PartCard material Card specificationsCards Card sizeFigure B-2 Pre-punched card block-out areas StickICardsNew cards preferred Pre-punched cardsCard storage Card quality guidelinesCard surface Card handlingReplaceable cleaning sleeve Cleaning suppliesCard storage specifications Printer cleaning cardFigure B-4 Replaceable cleaning sleeve Cleaning kitsMagnetic stripe cleaning card Cleaning penPurpose Printer driver CD-ROMPath Printhead Printer componentsPrinthead cartridge PrinterUSB cable Data cableB-10 Parallel port cableB-11 Power cordFigure B-9 U.S. power cable Smart card serial cableB-12 Replacement keys for optional lockPrint ribbon cartridge Card cartridgeB-13 Cleaning roller spindleFigure B-13 Cleaning roller spindle Related publicationsUser’s Guide for ImageCard Select and UltraGrafix Select Printers B-14PC settings Set up two ECP parallel ports PC settings for all operating systemsConfiguring the ECP parallel port Configure the ECP parallel portFigure 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 portRemove a device from the Device Manager PC settings for Windows 2000 and NTSet printer permissions for Windows Setting parallel port valuesSetting printer permissions Set parallel port values for Windows 2000 and NTSet printer permissions for Windows NT Set the serial port on Windows 2000 and NT Setting a smart card serial port-Windows 2000 and NTValue Figure C-4 Settings dialog boxSetting Figure C-3 Ports dialog boxVerify communication mode PC settings for Windows Me andVerify port assignment and settings C-10Set 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-12Value Figure C-6 Settings dialog boxC-13 SettingUser’s Guide for ImageCard Select and UltraGrafix Select Printers C-14ABA American Bankers Association Magnetic stripe encodingIATA, ABA, and TTS character sets IATA International Air Transport AssociationNTT character set Magnetic Stripe Setup Magnetic Stripe settings used by the Select printerUser’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 installationAction Adobe Acrobat Reader installation did not complete successfullyThe printer name contains a not-allowed character Possible CausePossible Cause You must have administrator privileges to use this installationThere was an error creating a desktop shortcut for component The setup DLL detected an error. Cancelling installationPage Page Possible Cause Do you want this printer to be the default printer?An internal error has occurred. Canceling installation Unable to install a shortcut in the Startup groupAction The e-Guide and Acrobat Reader are not available to installAcrobat Reader is required to view the e-Guide Possible CauseAn invalid parameter has been detected during printer installation Action Could not create the log file. Cancelling installationPlease restart the PC and run this installation again Possible CauseE-10 Driver installation for Windows 2000 onlyCould not access file The Installation did not completePossible Cause Removing the printer driver for Windows ME, 98, and NTE-11 Type in the name of the Datacard printer to removeUser’s Guide for ImageCard Select and UltraGrafix Select Printers E-12Numerics IndexPage Page Page locking Page Page test page wizard 5-6, e-1-14 upgrading the printer driver e-4-6 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 Windows