DataCard CR805 User Manual Download Page 76

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Troubleshooting

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 necessary.



If the card does not print, check the following:



Is the correct printer selected in the Print Setup or Print dialog box of the
application?



If the printer produced a blank card, review the page size or other settings.

If the card causes an error, the card might have a type of data the printer does not
support.

Installation Problems

This section describes issues that prevent a successful installation and provides recommended
solutions to those issues. Select from the following topics:



USB Installation Troubleshooting

page 61



Network Installation Troubleshooting

page 62

Summary of Contents for CR805

Page 1: ...Entrust Datacard CR805 Retransfer Card Printer User s Guide September 2017 Part No 527691 001 Rev C...

Page 2: ...tries 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...

Page 3: ...nt 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 equipme...

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 op...

Page 5: ...0 MX2000 MX2100 SP55k SP35 SP55 CP40 CP60 CP80 SP75 FP65 SR200 SR300 PX10 PX30 EX30 MPR3800 CR500f MX1100 RX10 and PB1000 is in compliance with the Directive 2014 53 EU Intentional Radiator Informatio...

Page 6: ...radio interference in which case the user may be required to take adequate measures Notice for China Simplified Chinese A Notice for Taiwan Traditional Chinese Notice for Japan Japanese Voluntary Con...

Page 7: ...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 Ca...

Page 8: ...viii...

Page 9: ...ser s Guide Revision Date Description of Changes 01 May 2016 Beta release of this document A November 2016 First release of this document B August 2017 Added new cleaning procedures and laminator supp...

Page 10: ...x...

Page 11: ...pper Configuration Label 14 Chapter 3 Using the Printer 17 Printer Overview 17 Equipment 17 Tasks and Users 18 Secure Encryption 18 Use the Front Panel 19 Power Button 19 Down Arrow Up Arrow and Enter...

Page 12: ...lation Troubleshooting 61 Network Installation Troubleshooting 62 Card Printer Driver Problems 62 The Card Printer Driver does not detect the network connected printer 63 The Card Printer Driver does...

Page 13: ...nue 88 114 Cover opened during job 88 116 Magstripe not available 89 117 Reader not available 89 120 User paused the printer 89 122 Magstripe format problem 90 149 Option not installed 90 150 Print wh...

Page 14: ...a card problem 99 200 Laminator exit card problem 99 201 L1 supply problem 99 202 L1 supply out or missing 100 203 L1 supply type problem 100 204 L1 supply not supported 100 205 L1 supply not identifi...

Page 15: ...is incorrect or invalid 106 513 Cannot lock or unlock the printer The printer is busy 106 514 Cannot lock or unlock the printer The cover is open 106 515 Failed to lock or unlock the printer The locks...

Page 16: ...xvi...

Page 17: ...of card processing How to perform routine maintenance and troubleshooting tasks An additional Installation and Administrator s Guide is available for use by administrators or other professionals resp...

Page 18: ...2 Introduction...

Page 19: ...or panel that prevents any ink or retransfer material from being applied to areas of the card that have a magnetic stripe or signature panel or an ultraviolet fluorescent F panel Refer to the printer...

Page 20: ...per lock secures the input hopper The lock can be opened using a key or by using the Card Printer Driver SDK with your application Refer to the Windows XPS Driver Software Development Kit Programmer s...

Page 21: ...1 6 Each hopper cartridge in the multi hopper holds up to 125 cards 0 030 in or 0 762 mm thickness Output Hopper The output hopper holds up to 25 completed cards Multi Hopper Lock The multi hopper lo...

Page 22: ...ccess to the hopper cartridge doors so that you can load cards into the cartridges Cartridge Release Buttons The cartridge release buttons allow you to remove the cartridge from the multi hopper unit...

Page 23: ...on the loaded cards so that they enter the printer properly Lift the card weight to the top of the cartridge and gently pull it forward until it locks in position A diagram inside the cartridge shows...

Page 24: ...s you to connect a loosely coupled smart card reader and bar code reader used by some printers to the computer Data Port The data port allows you to connect the printer to another component such as a...

Page 25: ...r release K3 Refer to Inside the Printer on page 10 for information about how to open the rear access door Rear Door Fan The fan provides ventilation in the printer to cool the card after the retransf...

Page 26: ...ading or error recovery Press the release button and pull out the cartridge from the printer Vertical Transport The vertical transport area houses the magnetic stripe unit and the smart card reader So...

Page 27: ...ance Knob K2 The manual advance knobs allow you to move a card inside the printer K1 or in the vertical transport area K2 to clear a card jam The K2 knob is present only if a magnetic stripe unit or s...

Page 28: ...bly MAC address to use when the printer is connected via an Ethernet network Additional labels may be attached to the printer to indicate components installed by the dealer or sales group after the pr...

Page 29: ...JIS blank No Magnetic Stripe option Smart Card Sx Smart Card option where x indicates the type of smart card reader refer to the printer s Installation and Administrator s Guide for a list of smart c...

Page 30: ...er is attached to the printer a second label should be added on the inside of the printer access door next to the printer configuration label The label shows the following information The name of the...

Page 31: ...5 Retransfer Card Printer User s Guide 15 Option Configuration Code Hopper Cassette Type C1 6 125 Card Removable Input Hoppers Printer Type N1 CR805 CR825 or CE875 Locks L1 Multi Hopper Lock blank No...

Page 32: ...16 About the Printer...

Page 33: ...n include A PC with software to support the printer such as The XPS Card Printer Driver for Windows ID software designed specifically to capture format and save the data for cards such as Datacard Tru...

Page 34: ...ion software and identifies the best use of the card printer in the organization Secure Encryption Secure encryption means that all data entered is converted into a secure form of code by your softwar...

Page 35: ...r 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 firmwa...

Page 36: ...available Indicators include the following Refer to Messages and Conditions on page 79 for a list of the LCD messages that correspond to the USER light Light Description Off The printer is off or sus...

Page 37: ...o the card light Light Description Off The supply levels are okay Blinking amber A blinking light indicates one of the following A problem with a printer supply The printer supply level is low The lig...

Page 38: ...e Printer Use the LCD Panel Menus The LCD panel shows the printer s menu system and displays messages and conditions For a list of error messages and recovery information refer to Respond to Messages...

Page 39: ...tivity 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 Retrieve the Printer s Networ...

Page 40: ...he 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 P...

Page 41: ...e USER button glows green Retrieve an IPv6 Address A printer on an IPv6 network can be configured to use one or more of the following methods depending on how the network is set up Link Local IPv6 add...

Page 42: ...egin 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 butt...

Page 43: ...ENTER key to display the next section of the address A digit at the end of line 1 indicates which section of the address is being displayed 4 Record the address 5 Press the down arrow key until Exit...

Page 44: ...d Replace Supplies on page 31 for complete information 1 Begin with the printer Ready The USER button shows steady green 2 Press the USER button to display Suspended on line 1 of the LCD panel 3 Press...

Page 45: ...hopper or the card stock that will be inserted using the exception slot Do the following to select the card stock loaded in the input hopper 1 Press the USER button to display Suspended on line 1 of t...

Page 46: ...r s Guide for more information about the color modes available Do the following to select the color mode 1 Press the USER button to display Suspended on line 1 of the LCD panel 2 Press ENTER to enter...

Page 47: ...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 b...

Page 48: ...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 Multi Hopper Printer Do the following to...

Page 49: ...lide the lock bar release button to the right to lock the lock bars into place 10 Lock the multi hopper You do not need to remove the cartridge from the multi hopper The diagrams inside the cartridge...

Page 50: ...card into the exception slide tray 3 Push the exception slide back into the multi hopper The card is pulled into the printer to complete the job Replace the Ink Ribbon Replace the ink ribbon when the...

Page 51: ...sing the double sided sticky cleaning card ordered separately first then use the isopropanol cleaning card if necessary Refer to Clean the Printer on page 48 for complete information about the cleanin...

Page 52: ...on the correct side of the cartridge b Route the ink ribbon around the rollers on the cartridge A diagram on the cartridge shows the correct routing pattern c Slide the empty silver take up spool onto...

Page 53: ...pindle from the printer a Lift up the cleaning spindle handle C3 and pull it straight out from the printer b Remove the used cleaning sleeve from the cleaning spindle and discard it 2 If you have not...

Page 54: ...38 Using the Printer 4 Replace the cleaning spindle in the C3 slot in the printer 5 Replace the ink ribbon cartridge in the printer 6 Close the printer access door and lock the printer if necessary...

Page 55: ...tridge C2 3 Place the cartridge on a flat surface with the spindles facing up 4 Remove both used spools from the cartridge a Press the yellow latch button and slide the used supply spool out from the...

Page 56: ...ute the film around the rollers on the cartridge A diagram on the cartridge shows the correct routing pattern c Slide the empty silver take up spool onto the cartridge until it clicks into place d Tur...

Page 57: ...CR805 Retransfer Card Printer User s Guide 41 8 Replace the retransfer film cartridge in the printer 9 Close the printer access door and lock the printer if necessary...

Page 58: ...42 Using the Printer...

Page 59: ...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 You can use card pe...

Page 60: ...essary 4 Select the printer if you use more than one printer 5 Click the Print button to send the card to the printer 6 At the printer insert a card into the printer if necessary Print Cards from Othe...

Page 61: ...Card Printer User s Guide 45 3 Click Page Setup and select ISO ID 1 Retransfer as the paper size or set the paper size to 2 23 x 3 51 in 4 Set the margins to 0 zero 5 Select an orientation either Port...

Page 62: ...c Add text information such as name address or employee number For information about additional card features refer to Elements of Card Design in your printer s Installation and Administrator s Guide...

Page 63: ...basis Follow the cleaning guidelines for your site to keep the printer in good working condition You can perform the following tasks to maintain the printer Clean the Printer on page 48 Clean the Pri...

Page 64: ...inished print quality such as a repeating pattern of spots on the card Use the sticky cleaning card to do the following Clean the Printhead Cam Rollers on page 49 Clean the Inside of the Printer on pa...

Page 65: ...ge C2 from the printer 4 Peel off the wrapper from one side of the sticky cleaning card 5 Insert the cleaning card vertically into the printer between the retransfer cartridge guidepost and the roller...

Page 66: ...g card 1 Power on the printer if necessary 2 Unlock the input hopper lock if necessary 3 Prepare the cleaning card Peel off the wrapper from the other side of the sticky cleaning card If you are using...

Page 67: ...when the printer displays Ready and the USER button shows steady green Press the USER button Suspended displays on line 1 of the LCD panel b Press ENTER to enter the menu system c Maintenance displays...

Page 68: ...n the input hopper and close and lock the hopper c Unlock and open the printer access door d Remove the ink ribbon cartridge C1 from the printer e Install a new cleaning sleeve and replace the cleanin...

Page 69: ...affect print quality and damage the printhead Do the following to clean the printhead 1 Power off the printer 2 Unlock the printer if necessary and open the printer access door 3 Remove the ink ribbon...

Page 70: ...verify the quality of printing Refer to Print a Test Card on page 28 for more information HINTS TIPS Avoid touching the printhead edge with your fingers Contamination due to skin oils eventually can d...

Page 71: ...printer access door 2 Remove the retransfer film cartridge from the printer 3 Remove the rejected cards from the reject tray 4 Replace the retransfer film cartridge in the printer 5 Close the printer...

Page 72: ...s the K3 rear access door release to open the rear access door 3 Lift up and remove the filter from the fan mount 4 Rinse the filter under running water and shake it gently to remove excess liquid Pat...

Page 73: ...section starts with an overview of card production and printer issues you may encounter Locate a Problem Within the Card Production System on page 58 Locate a Problem with Basic Printer Functions on p...

Page 74: ...ion software formats the types of data used to print cards Make sure that the card production software features you use work with your printer If you do not use card production software make sure that...

Page 75: ...is functioning If the power supply is working 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...

Page 76: ...etup or Print dialog box of the application If the printer produced a blank card review the page size or other settings If the card causes an error the card might have a type of data the printer does...

Page 77: ...ables 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...

Page 78: ...hows the printer is not available but the printer displays Ready on the LCD panel Follow your network troubleshooting procedures to isolate and test each component of the computer to printer communica...

Page 79: ...static IP addressing For more information about setting the Card Printer Driver network communication value refer to the Printer Manager section of the card printer s Installation and Administrator s...

Page 80: ...ators may not be in agreement A print job disappears from the print queue but does not print The printer USB cable was disconnected after the application sent the job Reconnect the cable and try the j...

Page 81: ...not display the message Do the following to change the computer name 1 Press the USER button on the printer to clear the message on the LCD 2 On the PC open Control Panel System and Security System 3...

Page 82: ...cards and a cleaning swab Something did not print Problem Probable Cause Solution Nothing printed on the card The Disable Printing option in the Card Printer Driver is set to All Front or Back Open th...

Page 83: ...to Magnetic Stripe Escapes in the printer s Driver Guide The text to encode was longer than one line Reduce the font size to keep all text on one line Several blank cards are ejected before the full c...

Page 84: ...thead is dirty Clean the printhead Refer to Clean the Printhead on page 53 The printed card has small unprinted areas Unprinted cards have scratches Handle cards carefully Refer to Card Quality Guidel...

Page 85: ...he magnetic stripe head Refer to Clean the Printer on page 48 The magnetic stripe on the card is low coercivity material and the High Coercivity setting is selected To use the cards you have select lo...

Page 86: ...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 modul...

Page 87: ...work with the overlay Switch to a different card stock The patch comes off when the card is flexed The temperature is too low for the overlay material Increase the laminator temperature for the overl...

Page 88: ...to the printer s Installation and Administrator s Guide for information about ordering replacement parts The patch has wavy lines along the length of the card The temperature for applying the overlay...

Page 89: ...p spool Remove the laminator cartridge and turn the take up spool clockwise several turns The card or overlay registration settings are not correct Contact your service provider for assistance The pat...

Page 90: ...by pressing the USER button to move the card into the reject tray If the error persists do the following to remove the card from the printer 1 Unlock the printer if necessary and open the printer acc...

Page 91: ...ve the error by pressing the USER button to move the card into the reject tray If the error persists do the following to remove the card from the printer 1 Unlock the printer if necessary and open the...

Page 92: ...open the printer access door 2 Press the K3 rear access door release to open the rear access door 3 Reach into the flipper module and rotate it until you can access the card 4 Remove the card through...

Page 93: ...m the printer 3 Trim the ends of the broken ribbon or film evenly 4 Align the ends of the broken media evenly and apply adhesive tape to secure them 5 Turn the take up spool until the mended portion i...

Page 94: ...78 Troubleshooting 6 Remove any slack in the ink ribbon or retransfer film 7 Reinstall the cartridge into the printer until it clicks into position 8 Close the printer access door and lock the printer...

Page 95: ...ring from problems The printer displays a message number and a short description for each message If asked by Technical Support press the down arrow to display a service code that further isolates the...

Page 96: ...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 166 C2 supply out or missing Off Amber Flash Off 167 C2 supply not ide...

Page 97: ...sh Off Off 237 C1 supply out or missing Off Amber Flash Off 238 C1 supply not identified Off Amber Flash Off 239 C1 supply not supported Off Amber Flash Off 240 C1 supply error Off Amber Flash Off 241...

Page 98: ...sh Off Red Flash 203 L1 supply type problem Off Green Flash Off Red Flash 204 L1 supply not supported Off Green Flash Off Red Flash 205 L1 supply not identified Off Green Flash Off Red Flash 206 L2 su...

Page 99: ...n the status bar to open the message If more than one message was issued the next message displays after you close the current message If there is more than one card printer installed on the PC messag...

Page 100: ...job when you use the Card Printer Driver The messages help you to identify various operational conditions and errors of card production on the system You can respond to messages using the printer fro...

Page 101: ...nter 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 or click OK on the PC to clear the message Send...

Page 102: ...printer settings 2 Make sure that the cards are placed in the printer correctly Press the USER button on the printer to clear the message and send the card to print again On the PC click Retry or cli...

Page 103: ...e input hopper shows the correct orientation The card might not have a magnetic stripe 111 Card not picked The printer did not pick a card To complete the current card For printers with an input hoppe...

Page 104: ...cess 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 whil...

Page 105: ...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...

Page 106: ...the PC 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 Click OK on the PC to clear the me...

Page 107: ...e message On the PC click OK or click Cancel to cancel the card HINTS TIPS Refer to Replace the Retransfer Film on page 39 for more information 167 C2 supply not identified The printer cannot use the...

Page 108: ...power off the printer Press and hold the USER button to set the printer to Ready Click OK on the PC to clear the message HINTS TIPS The system was shut down incorrectly or lost power 175 C2 supply err...

Page 109: ...rror The C2 retransfer heat sensor 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...

Page 110: ...will be canceled 1 Press the USER button to move the card into the reject tray and clear the error 2 Send the card job to the printer again Click OK on the PC to clear the message 234 K1 transport ca...

Page 111: ...er did not reach the required position 1 Open the printer access door 2 Press the K3 rear access door release to open the rear access door 3 Reach in and rotate the flipper module until the card is ac...

Page 112: ...cess door and remove the C1 ink ribbon cartridge 2 Reposition repair or replace the ink ribbon and advance the repaired area one full turn 3 Replace the ink ribbon cartridge 4 Close the printer access...

Page 113: ...ton on the printer to clear the message On the PC click OK or click Cancel to cancel the card 245 Configuration error The configuration is not compatible with the printer model The printer cannot prin...

Page 114: ...and laminator cannot communicate The card will be canceled 1 Make sure the data cable from the laminator to the printer is securely plugged in 2 Press the printer POWER button to power off the system...

Page 115: ...ob to remove the card 3 Replace the supply cartridge and close the laminator On the PC click Retry or click Cancel to cancel the card 200 Laminator exit card problem The card is not where it should be...

Page 116: ...cannot use the supply installed Use supplies designed for this laminator On the PC click Retry or click Cancel to cancel the card 205 L1 supply not identified The laminator cannot use the supply inst...

Page 117: ...r On the PC click Retry or click Cancel to cancel the card 210 L2 supply not identified The laminator cannot use the supply installed Use supplies designed for this laminator On the PC click Retry or...

Page 118: ...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 On the PC click OK to clear the mes...

Page 119: ...the printer POWER button to power off the system 2 Request service The system must remain powered off On the PC click OK to clear the message 221 Bar code scanner problem The bar code scanner cannot...

Page 120: ...nter connection was lost The computer lost communications with the printer during printing The card will be canceled 1 Make sure the printer is powered on 2 Make sure the printer connection to the com...

Page 121: ...rint To complete the current card make sure that all access doors are closed securely and locked Click OK to clear the message or click Cancel to cancel the card 508 The printer is shutting down The p...

Page 122: ...ns on page 79 511 Cannot lock or unlock the printer Locks are not installed Severity Critical 512 Cannot lock or unlock the printer The password is incorrect or invalid Severity Critical 513 Cannot lo...

Page 123: ...s and apply an overlay material on the front and back of the card for increased durability and security Using an overlay material with holographic or other transparent images also improves the securit...

Page 124: ...ght on page A 3 Card Entry Area The card entry area receives the card from the printer and places it into position for laminating Reject Tray Unfinished cards or cards not processed properly are place...

Page 125: ...Error Blinking red Card Output Hopper The card output hopper holds up to 100 completed cards Laminator Access Door The access door provides access to the laminator supplies Laminator Access Door Lock...

Page 126: ...applies it to the card The L2 laminator is optional Reject Tray Release Button The release button opens the reject tray at the back of the laminator and allows you to remove incomplete cards Laminator...

Page 127: ...name Serial number Configuration Part number Date and country of assembly Additional labels may be attached to indicate options installed by the dealer or sales group after the laminator was manufact...

Page 128: ...tor to align the patch with the beginning of the card The registration mark is a rectangular hole between the patches Patches can cover the entire card can have an opening for a smart card chip or can...

Page 129: ...egistered image that is located in the same position on each card Refer to the printer s Installation and Administrator s Guide for information about ordering overlay material If you use a custom holo...

Page 130: ...e the L1 green laminator cartridge from the printer Place the cartridge on a smooth level surface for loading 3 Push the release latch a and open the gate on the laminator cartridge b 4 Remove both us...

Page 131: ...slack from the material e The overlay material loads in an S shape Make sure that the overlay material is between the guides on both the take up and supply sides of the cartridge 6 Close the laminator...

Page 132: ...Refer to the printer s Installation and Administrator s Guide for information about using Printer Manager Verify Setup After you set up the printer print several test cards to determine how well the...

Page 133: ...e the rejected cards from the reject tray 4 Close the reject tray 5 Close and lock the laminator access door Clear a Laminator Card Jam 1 Unlock and open the laminator access door 2 Remove the L1 and...

Page 134: ...lock and open the laminator access door 2 Remove the L1 and L2 laminator cartridges 3 Remove printed cards from the output hopper if necessary This procedure uses a double sided sticky cleaning card t...

Page 135: ...5 Use the LCD menu system to start the cleaning cycle a Begin when the printer displays Ready and the USER button shows steady green Press the USER button Suspended displays on line 1 of the LCD pane...

Page 136: ...t a Retrieve the laminator cleaning card and use it to remove the particles of overlay material from the cartridges b If particles still remain on the cartridge and inside of the laminator use a vacuu...

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