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DataCard CD820 User Manual Download Page 49

CD820 Instant Issuance System User’s Guide

37

Chapter 6: Troubleshooting

This section helps you identify and fix basic issues that can occur during 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 38



Locate a Problem with Basic Printer Functions

 on 

page 39

This section also describes troubleshooting for the following:



Installation Problems

 on 

page 40



Card Appearance

 on 

page 41



Magnetic Stripe Problems

 on 

page 46



Card Jams

 on 

page 48



Repair a Broken Ribbon

 on 

page 49



Messages and Conditions

 on 

page 49

                                                  

Summary of Contents for CD820

Page 1: ...Datacard CD820 Instant Issuance System User s Guide January 2017 Part No 527443 002 Rev D ...

Page 2: ...ntries 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 pr...

Page 3: ...ent 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 ...

Page 4: ...n 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 ...

Page 5: ...s 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...

Page 6: ... 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...

Page 7: ...ion of Changes A March 2014 First release of this document formerly Part No 527248 003 Updated for CLM laminator and XPS Card Printer Driver 5 0 B February 2015 Added CardWizard information C November 2015 Updated for new printer firmware functionality D January 2017 General updates ...

Page 8: ...viii ...

Page 9: ...rd Travels 11 Card Printer System Overview 12 Equipment 12 Tasks and Users 12 Printer Controls 13 Power Button 13 Down Arrow Up Arrow and Enter Key 13 User Button and Light 14 Ribbon Light 15 Card Light 15 LCD Panel Menus 16 Retrieve the Printer s Network IP Address 18 Print a Test Card 20 Load and Replace Supplies 21 Load Cards 21 Single Hopper 21 Optional Multi Hopper 21 Use the Exception Slot 2...

Page 10: ... print 42 The color printing has flaws 42 The printing is too light 44 The printing is too dark 44 The monochrome printing has flaws 45 Magnetic Stripe Problems 46 Use Advanced Troubleshooting Tools 47 Card Jams 48 Repair a Broken Ribbon 49 Messages and Conditions 49 Messages on the Printer LCD 49 Messages from Printer Manager 51 Other Messages 51 Respond to Messages 52 Close and lock doors 52 100...

Page 11: ... printer 58 121 Print ribbon not identified 58 122 Magstripe format problem 58 123 Insert new card side 1 up 58 124 Insert same card side 2 up 59 149 Option not installed 59 150 Print while unlocked 59 151 Failed to lock 59 152 Insert new card side 2 up 59 153 Insert same card side 2 up 60 170 Insert new card side 1 up 60 171 Insert same card side 1 up 60 172 Insert cleaning card 60 173 Improper s...

Page 12: ...xii ...

Page 13: ...d 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 setting up the printer to print cards Refer to the Owner s Library CD Intended Audience The manual is intended for the printer operator who prints cards loads and replaces supplies maintain...

Page 14: ...2 Introduction ...

Page 15: ...available and can be installed without tools In addition an optional multi hopper with six input hoppers each with a 100 card capacity is available Other options available for the card printer include magnetic stripe and smart card modules The configuration label on the printer shows the options installed Refer to System Label on page 8 for more information about recognizing the factory installed ...

Page 16: ...e Lock Receptacle The receptacle allows you to insert the security plate before attaching the optional cable lock Printer Connections Printer connections include Power receptacle USB connection Network connection Printer Access Cover Lock The lock provides secure access to the printer Manual Advance Knob Printer Connections Printer Connections Single Hopper Optional Multi Hopper Cable Lock Recepta...

Page 17: ...ges to cards using the print ribbon Printer Supplies Access Door The door provides access to the printhead and ribbon on a printer with the optional multi hopper Reject Tray Unfinished cards or cards not processed properly are placed in the reject tray Reject Tray Printer Supplies Access Door Printhead ...

Page 18: ...artridge from the printer Card Input Hopper The input hopper loads cards to print The hopper holds up to 100 cards 0 030 in or 0 762 mm thickness Exception Slot The exception slot allows you to insert a single card into the printer Front Panel The front panel lets you work with the printer It includes the USER button the status lights the power button and the LCD panel with navigation keys Output ...

Page 19: ...tridge The print ribbon cartridge is accessible when the cover is open Use the cartridge handle to remove it from the printer Multi Hopper Cover Unlock the printer and open the multi hopper cover to load card stock Card Hoppers H1 through H6 The H1 through H6 hoppers hold up to 100 cards each Exception Slot The exception slot on a printer with the optional multi hopper allows you to insert a singl...

Page 20: ...onnected via an Ethernet network Additional labels may be attached to the printer to indicate components installed by the dealer or sales group after the printer was manufactured Print Ribbon Cartridge The cartridge holds the ribbon for printing Print Ribbon The ribbon applies images to cards Replaceable Cleaning Sleeve The cleaning sleeve removes dust and other particles from cards to maintain pr...

Page 21: ...per H1 100 Card H3 Multi Hopper Magnetic Stripe M1 ISO M2 JIS blank no magnetic stripe option Duplex D1 Long Duplex blank no duplex option Smart Card Sx Smart Card option where x indicates the type of smart card reader installed blank no smart card option Lock L2 Multi Hopper Lock ...

Page 22: ...10 About the Printer ...

Page 23: ...printer 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 the card into the printer for processing Optionally the card moves to the magnetic stripe encoding area or to the smart card park station depending on the type of card selected Encrypted data is decrypted and written to the card The finished card exits th...

Page 24: ...ther cards A signature capture pad fingerprint reader or PIN pad 3 The printer with supplies and a facility power source 4 A data connection between the printer and PC which can be a USB connection or a network connection You cannot use both with one printer Tasks and Users Typical roles in a card production system include The operator who makes cards loads supplies and handles minor problems such...

Page 25: ... is processing cards press the button for 2 seconds or more Card jobs in the printer are not completed Down Arrow Up Arrow and Enter Key Use the arrow keys to move through the printer menu system and the ENTER key to make a selection 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...

Page 26: ...tion is allowed in your card system Determine whether the printer is ready busy printing or not available Indicators include the following Refer to Messages and Conditions on page 49 for a list of the LCD messages that correspond to the USER light Off The printer is off or suspended Green The printer is ready Blinking green The printer is busy Amber The printer is not ready The POWER button was pr...

Page 27: ...ons on page 49 for a list of the LCD messages that correspond to the card light Off The print ribbon is okay Blinking amber A blinking light indicates one of the following The printer problem applies to the print ribbon The print ribbon is low The light blinks slowly every 2 seconds The print ribbon is out The light blinks quickly every 1 2 second Off Cards are okay Blinking amber A blinking light...

Page 28: ...ws the printer s menu system and displays printer messages or conditions When the printer is in the Ready status the LCD displays the model number of the printer For a list of error messages and recovery information refer to Respond to Messages on page 52 ...

Page 29: ...see settings and data about the printer Use the Configuration menu to change settings Use the Activate menu to enable or disable secure features of the printer HINTS TIPS You can access the menu system when Ready displays on line 1 of the LCD panel The printer returns to the Ready status after 2 minutes of no activity Changes that have not been applied are lost To leave a selection without changin...

Page 30: ... Up Arrow and Enter Key on page 13 Use the LCD menu system Status menu To display an IP address using the Status menu do the following 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 P...

Page 31: ...plays 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...

Page 32: ...The User button shows steady green 2 Press the USER button to display Suspended on line 1 of the LCD panel 3 Press ENTER to enter the menu system 4 Press ENTER to enter the Maintenance menu 5 Press the down arrow until Test Card displays on line 2 6 With Test Card displayed on line 2 press ENTER to display Start on line 2 7 Press ENTER to print the test card After the card prints the printer retur...

Page 33: ...es 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 Single Hopper 1 Unlock the printer and open the input hopper 2 Load the cards into the input hopper 3 Close the hopper and lock the printer when you finish loading cards Optional Multi Hopper 1 Unlock the printer and open...

Page 34: ...tion 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 printer with the optional multi hopper the card slides under any cards in hopper 2 Load the Print Ribbon Load the print ribbon when you install the printer and when the ribbon runs out 1 Unlock the printer and...

Page 35: ...Load the Cleaning Sleeve Load a new cleaning sleeve when you load a new roll of print ribbon when you notice debris on the printed cards or when the cleaning sleeve is no longer sticky 1 Remove the cleaning roller spindle with the used cleaning sleeve from the ribbon cartridge 2 Remove the used cleaning sleeve from the spindle and discard it 3 Slide the spindle into a new cleaning sleeve a 4 Place...

Page 36: ...e handle and lower it into the printer with the handle toward the front of the printer 3 Make sure that the ribbon cartridge is positioned correctly in the guides 4 Close the printer cover Press down on the ridges on the front of the cover to make sure that it latches completely on both sides 5 Close the supplies access door on the optional multi hopper and lock the printer ...

Page 37: ... you need to set up or modify the design refer to Elements of Card Design in the printer s Installation and Administrator s Guide and the documentation for your card personalization software HINTS TIPS Make sure that magnetic stripe cards and smart cards are loaded correctly A diagram inside the input hopper of the printer shows the correct card orientation Do not touch the card surface to be prin...

Page 38: ... refer to Load Cards on page 21 1 Select the template or design for the card 2 Select the printer if you use more than one printer 3 Enter the data for the card Follow the instructions for your software 4 Capture the photo for the card if necessary 5 Click the Print button to send the card to the printer 6 At the printer insert a card into the printer if necessary ...

Page 39: ...it is cleaned on a regular basis Follow the cleaning guidelines for your site to keep the printer in good working condition Clean the printer when There is debris on completed cards A new roll of print ribbon is installed You can perform the following cleaning tasks Clean the Printhead on page 28 Run a Cleaning Card on page 30 ...

Page 40: ...s can affect print quality and damage the printhead Do the following to clean the printhead 1 Power off the printer 2 Unlock the printer and open the printer supplies access door on the optional multi hopper 3 Open the printer cover and remove the print ribbon cartridge 4 Open and remove a cleaning swab from its package 5 Use gentle pressure move the cleaning swab back and forth along the full len...

Page 41: ...wer on the printer 9 Print a sample card to verify the quality of printing Refer to Print a Test Card on page 20 for more information HINTS TIPS 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 th...

Page 42: ... the printer b Unlock the printer c Open the printer cover and remove the print ribbon cartridge d Remove the used cleaning sleeve from the ribbon cartridge The ribbon must remain installed on the ribbon cartridge e Replace the ribbon cartridge in the printer and close the cover f Open the input hopper and remove any unprinted cards g Open the cleaning card package and remove the cleaning card h L...

Page 43: ...anel Press ENTER to enter the Maintenance menu d Cleaning Card displays on line 2 of the LCD panel Press ENTER to enter the Cleaning Card menu e Start displays on line 2 of the LCD panel Press ENTER to start the cleaning process f Insert cleaning card displays on the LCD panel Press the USER button to start the cleaning cycle The printer moves the card through the printer several times and places ...

Page 44: ...ompletely f Lock the printer The printer returns to Ready and is available to print cards again g Discard the used cleaning card and cleaning sleeve HINTS TIPS Use the cleaning card and cleaning sleeve one time only Change the cleaning sleeve each time you clean the printer or change the print ribbon If the card light is blinking amber and there are cards in the input hopper the printer s configur...

Page 45: ...n cartridge 4 Remove the used cleaning sleeve from the ribbon cartridge The ribbon must remain installed on the ribbon cartridge 5 Replace the ribbon cartridge in the printer and close the cover 6 Open the multi hopper door and remove any unprinted cards 7 Open the cleaning card package remove the cards and insert the cleaning cards into the hoppers Plan to run the cleaning cards immediately The c...

Page 46: ...he LCD panel Press ENTER to enter the Cleaning Card menu 6 Printer displays on line 2 of the LCD panel Press ENTER 7 Start displays on line 2 of the LCD panel Press ENTER to start the cleaning process 8 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 ...

Page 47: ...ts 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 Prepare the Printer for Use 1 Unlock the printer and open the multi hopper door 2 Remove the used cleaning cards from the hoppers 3 Replace the unprinted cards in the input hoppers 4 Open the printer supplies access do...

Page 48: ...inter returns to Ready and is available to print cards again 11 Discard the used cleaning cards and cleaning sleeve HINTS TIPS Use the cleaning cards one time only Change the cleaning sleeve each time you clean the printer or change the print ribbon ...

Page 49: ...tion starts with an overview of card production and printer issues you may encounter Locate a Problem Within the Card Production System on page 38 Locate a Problem with Basic Printer Functions on page 39 This section also describes troubleshooting for the following Installation Problems on page 40 Card Appearance on page 41 Magnetic Stripe Problems on page 46 Card Jams on page 48 Repair a Broken R...

Page 50: ... affected Card production software Card production software formats the types of data used to print cards Make sure that the card production software features you use work with your printer Other components of the system An ID or badge system usually includes a camera to take photos and may include other capture devices for biometric data The proper use and maintenance of these components is impor...

Page 51: ...rking properly request service for the printer from your system administrator If the power supply is not functioning replace it and begin with step 1 3 Print a test card from the printer front panel Refer to Print a Test Card on page 20 for more information If the test card prints the printer is working correctly Continue to step 4 If the test card does not print the printer is not working correct...

Page 52: ...r to order a new data cable The system has a temporary communication problem Check for the following USB extension cables can cause communication problems The recommended USB cable is 6 ft 2 meters long Make sure that the cable is rated for USB 2 0 data transmission If you are using a USB hub a self powered hub is recommended The PC USB port does not communicate with the printer USB port Power man...

Page 53: ...ys 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 network administrator can test communication between a server and the printer Make sure that the user is log...

Page 54: ...nd prints 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 Refer to Elements of Card Design in the printer s Installation and Administrator s Guide for more information about color printing Problem Probable Cause Solution One or more lines appear on the card The printhead is dirty or damage...

Page 55: ...printed areas Unprinted cards have scratches Handle cards carefully Refer to Card Quality Guidelines in the printer s Installation and Administrator s Guide 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 The rollers are dirty or the card packaging ...

Page 56: ...tor s Guide The printhead is not installed correctly Contact your service provider for instructions to install the printhead correctly The printhead power is too low Log on to the Printer Manager as a WebAdmin Open the Printer Settings Print menu Increase the YMCPower setting and click Set Current to save your changes Problem Probable Cause Solution The card shows wrinkles in darkly colored areas ...

Page 57: ... 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 Printing is uneven or is missing in some areas The monochrome K power setting is to...

Page 58: ...a Cleaning Card on page 30 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 the Printer Manager Printer Setting Menu in the Installation and Administrator s Guide for more information To encode with high coercivity obtain cards manufactured for high coercivity encoding Refer to P...

Page 59: ...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 error message displays 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 ...

Page 60: ...er and open the printer cover 2 Remove the print ribbon cartridge 3 Turn the manual advance knob to move the jammed card until it is accessible from the rollers or exits into the output hopper 4 Remove the card 5 Replace the ribbon cartridge and close the printer cover 6 Lock the printer 7 Press the USER button on the printer or click Retry in the PC message HINTS TIPS Check the ribbon to make sur...

Page 61: ...ent it issues a condition Conditions display on the LCD panel on the front panel of the printer In a shared printer environment messages can differ slightly from the messages and conditions described in this section Messages on the Printer LCD Messages from Printer Manager on page 51 Other Messages on page 51 Messages on the Printer LCD All messages are associated with a print job The printer issu...

Page 62: ... 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 av...

Page 63: ...f card printer is installed 123 Insert new card side 1 up Amber Flash Off Off 124 Insert same card side 2 up Amber Flash Off 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...

Page 64: ...ter 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 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 on the PC to clear the message 102 Card not in position The card is not positioned in the printer...

Page 65: ...tripe 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 HINTS TIPS The card might have been turned the wrong way A diagram inside the input hopper shows the correct orientation The card might not have a magnetic stripe 106 Magstripe data not found The printer did not find magnetic stripe da...

Page 66: ...e 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 send a new card to the printer HINTS TIPS The card might have been turned the wrong way A diagram inside the input hopper shows the correct orientation The card might not have a magnetic stripe 109 Print ribbon problem The print ribbon...

Page 67: ...ages 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 a single card feed push the card in until the printer picks it Press the USER button on the printer...

Page 68: ...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 handle even ...

Page 69: ...may need to clear a check box in the card production application 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 mes...

Page 70: ...n 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 Magstri...

Page 71: ...the message HINTS TIPS In the card format don t include references to hardware that cannot be accessed by the system For more information refer to your ID software documentation or ask your system administrator 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 f...

Page 72: ...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...

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