User’s Guide Entrust Datacard™ CR805™ Retransfer Card Printer March 2019 Part No. 527691-001, Rev.
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.
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.
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.
Notice for Europe The EU Declaration of Conformity can be found on EntrustDatacard.com under product compliance. 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.
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.
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Revision Log CR805 Retransfer Card Printer User’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 support. C September 2017 Added multi-hopper support. D July 2018 Added modular single hopper support and general updates. E March 2019 Updated the printer cleaning instructions.
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Contents Chapter 1: Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 About This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Intended Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Replace the Ink Ribbon. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Replace the Cleaning Sleeve . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Replace the Retransfer Film . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Chapter 4: Print Cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Laminator Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Advanced Troubleshooting Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Printer Card Jams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Clear a Card Jam in the K1 Horizontal Transport. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
173: Improper shutdown . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97 175: C2 supply error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97 176: C2 supply type error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98 228: C1 printhead error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
215: L1 heater roller problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216: L2 heater roller problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217: Debow problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218: Impresser problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219: Impresser sensor problem.
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Chapter 1: Introduction 1 About This Manual This manual provides user information for the Entrust Datacard™ CR805™ Retransfer Card Printer. The manual includes: An overview of printer components and options, and a description of the system label. How to use the printer, including how to power the printer on and off, how to use the front panel and LCD menus, how to print a test card, how to load and replace supplies, and the basics of card processing.
2 Introduction
Chapter 2: About the Printer This chapter describes how to identify and access the components of the CR805 Retransfer Card Printer. 2 About the CR805 Retransfer Card Printer The CR805 Retransfer Card Printer uses retransfer technology to produce high-quality, over-theedge printing on a variety of PVC and non-PVC card materials. The retransfer process provides a reliable print quality on card surfaces that have minor variations, such as those due to smart chips or RFID antennas embedded in the card.
The Front and Right Side of the Printer Use the following sections to become familiar with the printer. Single-Hopper Printer Printer Access Door Input Hopper Access Door Lock Output Hopper Access Door Handle Front Panel 4 Input Hopper Lock Input Hopper The input hopper holds cards for printing. The hopper holds up to 125 cards (0.030 in. or 0.762 mm thickness). Note: the input hopper can be removed from the printer for secure storage.
Printer Access Door The access door provides access to the printer supplies and to the rear access door release. Open the door to replace supplies or clear a card jam. A slot inside the door holds the printer User Reference Guide, which contains instructions for performing routine printer tasks. Access Door Handle The handle allows you to open the printer access door. Access Door Lock Some printers also may have a lock on the access door. Unlock the door to access the inside of the printer.
Multi-Hopper Lock The multi-hopper lock secures all six input hoppers. 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 Reference Guide for more information. Sending a command to open the lock opens all locks on the printer and on any attached component. Lock Bar Release Button (B1) The release button (B1) releases the lock bars in front of the input hopper cartridges.
Multi-Hopper Cartridge The multi-hopper cartridges can be pulled out from the multi-hopper unit. You can remove the cartridges with the cards inside and store them securely, if necessary. Card Weight Cartridge Door Label Retainer Cartridge Door Release Button Cartridge Door Release Button The door release button allows you to open the cartridge door. Press down on the release button. Cartridge Door The cartridge door swings down to provide access to the cartridge to load cards.
The Left Side of the Printer Cable Lock Receptacle Power Connection Wi-Fi Mounting Cover Smart Card/Bar Code Reader USB Connection Data Port USB Connection 8 Network Connection Power Connection The power connection provides a plug-in connector for the printer power supply. Cable Lock Receptacle The receptacle allows you to insert the security plate before attaching the optional cable lock.
The Back of the Printer Rear Access Door Printer Access Door Rear Door Fan Rear Access Door The rear access door allows you to clear a card jam in the vertical transport. You must open the printer access door to reach the rear access door 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 retransfer process.
Inside the Printer Ink Ribbon Cartridge Release Button Retransfer Film Cartridge (C2) Retransfer Film Cartridge Release Button Vertical Transport Area Ink Ribbon Cartridge (C1) Manual Advance Knob (K2) Rear Access Door Release (K3) Manual Advance Knob (K1) 10 Ink Ribbon Cartridge (C1) (blue) The ink ribbon cartridge (C1) holds the ink print ribbon. Retransfer Film Cartridge (C2) (yellow) The retransfer film cartridge (C2) holds the retransfer film.
Rear Access Door Release (K3) The rear access door release (K3) opens the rear access door in the back of the printer to clear a card jam in the vertical transport. Manual Advance Knob (K1) Manual Advance 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 smart card reader is installed in the printer.
Retransfer Station The retransfer station houses the heated roller that bonds the retransfer film containing the printed image to the surface of the card. Reject Tray (RT1) The reject tray (RT1) holds unfinished cards or cards that were not processed properly. Empty the reject tray regularly. Refer to “Empty the Printer Reject Tray” on page 59. Note: If your system includes a laminator, the printer reject tray is not used. Cards are placed in the laminator reject tray.
Option Configuration Code Input Hopper H0=No Hopper (Modular Single Hopper or Multi-Hopper Ready) H1=125 Card Input Hopper Duplex D0=Simplex D1=Duplex Magnetic Stripe M1=ISO M2=JIS blank=No Magnetic Stripe option Smart Card Sx=Smart Card option, where x indicates the type of smart card reader installed in the printer (refer to the printer’s Installation and Administrator’s Guide for a list of smart card readers supported by the printer and their option codes) blank=No Smart Card option Bar Code Sc
Multi-Hopper Configuration Label The multi-hopper configuration label is located on the back of the multi-hopper. After the multihopper 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.
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 lock Single Hopper Configuration Label The single hopper configuration label is located on the back of the modular single hopper. After the hopper 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.
16 Option Configuration Code Hopper Cassette Type C1=125-Card Removable Input Hopper Printer Type N1=CR805, CR825, or CE875 Locks L1=Hopper Lock blank=No lock About the Printer
Chapter 3: Using the Printer This chapter describes how to perform the basic tasks required to operate the printer. 3 Printer Overview The CR805 Retransfer Card Printer is used with other equipment and software to create a card personalization system. The system produces cards for a specific purpose, and the cards must meet defined requirements. Equipment The system can include: A PC, with software to support the printer, such as: The XPS Card Printer Driver for Windows.
Tasks and Users Typical roles in a card personalization system include: The operator, who makes cards, loads supplies, and handles minor problems such as card jams.
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 detail in the following sections. LCD Panel Status Lights Ribbon Cards Power Button Down Arrow Up Enter Arrow User Light & User Button Power Button Press the POWER button for 1 to 2 seconds to power on the printer. All lights show steady amber while the printer powers on.
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: Suspend the printer—press the USER button when the LCD panel displays Ready. Clear a message (recover from an error)—press the USER button once. 20 Cancel all jobs and clear all pending error messages—press the USER button for two seconds or more. Determine whether the system is ready, busy, or not available. Indicators include the following.
Ribbon Light The ribbon light indicates the status of a supply in the printer or in an attached component. Indicators include the following. Refer to “Messages and Conditions” on page 84 for a list of the LCD messages that correspond to the ribbon 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. Blinking green The printer supply level is low. The light blinks slowly (every 2 seconds).
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” on page 89.
When the printer is in the Ready status, the LCD displays the model number of the printer. 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 a system with locks. Use the Status menu to see settings and data about the printer.
The printer supports both IPv4 and IPv6 addressing. Because an IPv6 address is much longer than an IPv4 address, the LCD displays the two types of addresses differently. Retrieve an IPv4 Address Do the following to display an IPv4 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 to power on the printer, if necessary. 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 to scroll to Exit on line 2. 11. Press ENTER.
The method used is enabled or disabled using the LCD Configuration menu. Refer to the printer’s Installation and Administrator’s Guide for more information about enabling IPv6. To display an IPv6 address using the Status menu, do the following. 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.
3. Press the down arrow until the address method used by your network displays on line 2. DHCP SLAAC Manual Local Press ENTER to display the IP address. The example shows the LCD display for an IPv6 Manual address. DHCP, SLAAC, and Local addresses behave the same, as does the gateway address for a manual address. An IPv6 address is represented as eight groups of four hexadecimal digits separated by colons. The address requires 39 characters to display.
Print a Test Card The printer includes a test card that prints without using a driver or other source of card data. Use it to verify that the printer is printing correctly. Make sure that cards are in the input hopper and all supplies are loaded before you begin. Refer to “Load and 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.
Select a Card Stock The printer can have up to ten different card stocks defined. For example, one card stock might be used for a general ID card, while others are used for a retail card or a financial debit or credit card. Refer to the Printer Manager section of the printer’s Installation and Administrator’s Guide for more information about card stocks.
Select a Color Mode You can use the front panel menus to select the color mode that best defines the color printing requirements for your site. The color modes are calibrated and installed in the printer during manufacturing. You also can select the color mode using Printer Manager. Refer to the printer’s Installation and Administrator’s Guide for more information about the color modes available. Do the following to select the color mode. 1.
Load and Replace Supplies To keep the printer ready to print cards, load blank card stock into the input hopper, load ink ribbon and retransfer film on the appropriate cartridges, and load a cleaning sleeve into the printer. If your system includes the optional laminator, also load overlay material into the L1 and L2 (if equipped) laminators. Refer to “Load Laminator Overlay Material” on page A-9, for information about loading the laminator cartridges.
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. 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. Multi-Hopper Printer Do the following to load cards into a multi-hopper cartridge. 1.
The diagrams inside the cartridge show how to position the card weight and load cards. Do not place the cards on top of the card weight. Card Weight You do not need to remove the cartridge from the multi-hopper. Cards 7. Close the cartridge door. This releases the card weight so that it is lowered on top of the cards. 8. Rotate the lock bar back into position. 9. Slide the lock bar release button to the right to lock the lock bars into place. 10. Lock the multi-hopper.
Replace the Ink Ribbon Replace the ink ribbon when the ribbon runs out. 1. Unlock the printer, if necessary, and open the printer access door. 2. Press the ink ribbon cartridge release button and remove the blue ink ribbon cartridge (C1). 3. Place the cartridge on a flat surface with the spindles facing up. 4. Remove both used spools from the cartridge. a. Press the blue latch button and slide the used supply spool out from the cartridge. a b.
6. Remove the new ink ribbon from its package. Hold the ribbon cores and pull them up from the package base. The package also includes a new cleaning sleeve. Refer to “Replace the Cleaning Sleeve” on page 36. 7. Install the ink ribbon. a. Slide the blue supply spool onto the cartridge until it clicks into place. The supply roll can go on only one way and fits only on the correct side of the cartridge. a b. Route the ink ribbon around the rollers on the cartridge.
Replace the Cleaning Sleeve The cleaning sleeve helps maintain print quality by removing dust and other particles from cards before they travel into the printer. Replace the cleaning sleeve each time you load a new ink ribbon. You also should replace the cleaning sleeve if you notice debris on the printed cards or if the cleaning sleeve is no longer sticky. You can access the cleaning sleeve when the ink ribbon cartridge is removed from the printer. 1. Remove the cleaning spindle from the printer. a.
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.
Replace the Retransfer Film Replace the retransfer film when the film runs out. 1. Unlock the printer, if necessary, and open the printer access door. 2. Press the retransfer film cartridge release button and remove the yellow retransfer film cartridge (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 cartridge. b.
6. Install the retransfer film. a. Slide the yellow supply spool onto the cartridge until it clicks into place. The supply roll can go on only one way and fits only on the correct side of the cartridge. b. Route the film around the rollers on the cartridge. A diagram on the cartridge shows the correct routing pattern. a b c. Slide the empty silver take-up spool onto the cartridge until it clicks into place. c d. Turn the take-up spool counterclockwise just enough to take up any slack in the film.
7. Remove any incomplete or rejected cards from the reject tray. Refer to “Empty the Printer Reject Tray” on page 59 for more information. 8. Replace the retransfer film cartridge in the printer. 9. Close the printer access door and lock the printer, if necessary.
Chapter 4: Print Cards This chapter provides an overview of how to use application software to prepare card designs and send card data to the printer. 4 Before You Begin Before you start to print cards, make sure that you have met the following requirements: Cards are loaded in the printer, or available to insert. Ink ribbon and retransfer film are loaded. Refer to “Replace the Ink Ribbon” on page 34 and “Replace the Retransfer Film” on page 38.
Print Cards from ID Software Do the following to print cards from ID software. Refer to your application’s documentation for detailed instructions about how to set up a card design and enter the card data. 1. Select a template or design for the card. 2. Enter the data for the card. Follow the instructions for your software. 3. Capture a photo for the card, if necessary. 4. Select the printer, if you use more than one printer. 5. Click the Print button to send the card to the printer. 6.
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. (The ISO ID-1 Retransfer paper size becomes available after you select the card printer.) 4. Set the margins to 0 (zero). 5. Select an orientation—either Portrait or Landscape.
6. Create the card design: a. Add graphics, such as a company logo or background. b. Add a photo. 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. 7. Click Print to send the card to the printer. 8. At the printer, insert a card into the printer, if necessary.
Chapter 5: System Maintenance This chapter provides information to help you maintain your printer for optimal performance. 5 Maintain the Printer The printer performs best when it is cleaned on a regular basis. Follow the cleaning guidelines for your site to keep the printer in good working condition. Refer to the “Printer Cleaning Schedule” on page 46 for cleaning best practices.
Printer Cleaning Schedule The following schedule describes the recommended cleaning intervals for the printer. Follow this schedule to maintain the printer and obtain the best print quality. The type of card stock you use and the printer environment can affect how often you need to perform the cleaning procedures. Schedule Action Procedure Every 250 cards Clean the printer with the isopropanol cleaning card. Note: You do not need to remove the ink ribbon and retransfer film cartridges from the printer.
Clean the Printer The cleaning sleeve removes dust and particles from cards before they enter the printer. However, you also need to clean the inside of the printer regularly to maintain print quality. The cleaning cards remove debris from the inside of the printer and from the transport rollers. Two different cleaning cards are available to clean the printer: A double-sided, isopropanol cleaning card. An isopropanol cleaning card is included in each ink ribbon package.
Use the Isopropanol Cleaning Card Use the isopropanol cleaning card regularly to clean the printer. If you are cleaning the printer when replacing the ink ribbon, remove both the ink ribbon and retransfer film cartridges and run the cleaning card with the supplies out of the printer. This allows the printer to perform a recalibration procedure as part of the cleaning process. Refer to “Replace the Ink Ribbon” on page 34 and “Replace the Retransfer Film” on page 38 for more information. 1.
Multi-Hopper Printer 1. Power on the printer, if necessary. 2. Pull out the multi-hopper exception slide and insert the cleaning card. If the cleaning card appears bowed, insert it as shown. Card Without Bow Card With Bow 3. Push in the exception slide. Exception Slide 4. Continue with “Run the Isopropanol Cleaning Card”. Run the Isopropanol Cleaning Card Use the LCD menu system to run the isopropanol cleaning card. 1. Begin when the printer displays Ready and the USER button shows steady green.
6. Start displays on line 2 of the LCD panel. Press ENTER to start the cleaning process. 7. 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. If the vertical transport is installed, the card moves into the transport area and cleans the rollers located there.
Use the Adhesive Cleaning Card Use the adhesive cleaning card to remove particles that result from the retransfer process. Refer to the “Printer Cleaning Schedule” on page 46 for information about when to use the adhesive cleaning card. Remove the ink ribbon and retransfer film cartridges and run the adhesive cleaning card with the supplies out of the printer.
Multi-Hopper Printer 1. Power on the printer, if necessary. 2. Remove the ink ribbon and retransfer film cartridges. Refer to “Replace the Ink Ribbon” on page 34 and “Replace the Retransfer Film” on page 38. 3. Unlock the multi-hopper. a. Unlock the multi-hopper door lock (a). b. Slide the lock bar release button (B1) to the left to release the hopper lock bars (b). a c. Rotate the center lock bar to the left to provide access to the H2 and H5 multi-hopper input cartridges (c). b c 4.
8. Load the adhesive cleaning card in the H2 cartridge and close the cartridge door (g). If the cleaning card appears bowed, insert it as shown. Card Without Bow Card With Bow Caution: Do not insert the adhesive cleaning card in the exception slide of the multi-hopper. 9. Lock the multi-hopper. g a. Rotate the center lock bar to the right to the lock position. b. Slide the lock bar release button to the right to lock the lock bars into place. c. Lock the multi-hopper door lock. 10.
6. Adhesive displays on line 2 of the LCD panel. Press ENTER to select the adhesive cleaning card. 7. Start displays on line 2 of the LCD panel. Press ENTER to start the cleaning process. 8. The Insert cleaning card message displays on the LCD panel. Press the USER button to start the cleaning cycle. Single-Hopper Printer Multi-Hopper Printer The printer moves the card through the printer several times.
5. Replace the cards in the input hopper of a single-hopper printer, or the H2 cartridge of a multi-hopper printer. Refer to “Load Cards” on page 31. 6. Lock the printer, if necessary. 7. Press the USER button to return the printer to Ready and make it available to print cards again. 8. Discard the used cleaning card and cleaning sleeve. HINTS & TIPS Use each cleaning card one time only. Replace the cleaning sleeve, as needed.
Clean the Printhead Cam Rollers Use the adhesive cleaning card to clean the printhead cam rollers. Refer to the “Printer Cleaning Schedule” on page 46 for information about when to clean the cam rollers. 1. Power off the printer, if necessary. 2. Unlock the printer, if necessary, and open the printer access door. 3. Remove the retransfer film cartridge (C2) from the printer. 4. Peel off the center and both side strips from one side of the adhesive cleaning card. Peel Off Center and Both Side Strips 5.
Clean the Printhead Clean the printhead in the following situations: If there are unprinted lines on the finished card. This may indicate dirt or contaminants on the printhead. The printhead is touched accidentally. Oils from hands can affect print quality and damage the printhead. Use a Cleaning Swab 1. Power off the printer. 2. Unlock the printer, if necessary, and open the printer access door. 3. Remove the ink ribbon and retransfer film cartridges. 4.
6. Replace the ink ribbon and retransfer film cartridges. 7. Close the printer access door and lock the printer, if necessary. 8. Power on the printer. 9. Print a sample card to verify the quality of printing. Refer to “Print a Test Card” on page 28 for more information. Use a Lapping Stick If the print quality does not improve after using the cleaning swab, clean the printhead using a lapping stick. 1. Repeat step 1 through step 3 on page 57. 2. Open and remove the lapping stick from its package.
Empty the Printer Reject Tray The printer places rejected cards (unfinished cards or cards that were not processed properly) in the reject tray. You should empty the reject tray whenever the retransfer film is replaced, or more often depending on your procedures. Error message 242, “RT1 reject tray full,” displays on the LCD panel when the reject tray is full. 1. Unlock the printer, if necessary, and open the printer access door. 2. Remove the retransfer film cartridge from the printer. 3.
60 System Maintenance
Chapter 6: Troubleshooting This chapter provides information to help you respond to card printer messages. It also explains how to clear card jams and how to recover from other errors. 6 This section helps you identify and fix basic issues that can occur during printing. Also refer to the XPS Card Printer Driver User’s Guide for additional troubleshooting information.
Locate a Problem Within the Card Production System For typical components of the system, refer to “Printer Overview” on page 17. If any one of the following components does not work properly, printing cards can be affected. The XPS Card Printer Driver If you need to reinstall the Card Printer Driver to fix a problem, we recommend you download the latest version of the driver from https://www.entrustdatacard.com. Click the Menu icon and select Resource Center > Drivers & Downloads. Click Go Now.
Locate a Problem with Basic Printer Functions If the system is not working as expected, follow these steps in the order listed to isolate the source of the problem before you contact your service provider. 1. Make sure that the power cord is plugged in and the printer is powered on. 2. Does the printer power on and display Ready on the front panel within one minute? If the printer powers on correctly, continue to step 3.
6. 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.
USB Installation Troubleshooting Problem Solution The cable is loose. Reconnect the USB cable to the ports on the PC and the printer. Power the printer off, and then back on. If the PC and printer still do not communicate, restart the PC. The data cable is damaged or frayed. Power off the printer. Replace the cable if you have a spare. Contact your service provider to order a new data cable. The system has a temporary communication problem.
Network Installation Troubleshooting Problem Solution The network cable is loose. Reconnect the data cable to the network port and the printer. Restart the printer. The Status page of Printer Properties shows 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 communication link.
The Card Printer Driver does not detect the networkconnected printer Problem Solution The Printer Properties > Status tab shows the printer is not available. Make sure that you use the same type of data cable—USB or network—that was used when the printer was installed. You cannot switch the type of data cable after installation. Make sure that the current printer IP address is the same as the IP address on the Printer Properties > Ports tab.
Driver status or Windows print queue does not provide expected data Problem Solution The Card Printer Driver sample card or magnetic stripe test cards do not print. Enable bidirectional support must be selected on the Printer Properties > Ports tab to allow printing from the Card Printer Driver. The Ribbon Low light on the printer and the Card Printer Driver status do not match.
Printer Messages do not display on the PC Problem Solution A USB-connected printer issues a message on the LCD but the message does not display on the PC. Windows has a 15-character limit for the computer name. If the computer name is longer than 15 characters, it treats the name as not valid and does 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.
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 the Preferences > Layout > Advanced tab and change Disable Printing to Off. The ink ribbon or retransfer film is loaded incorrectly. Remove the supply and install it correctly. The page size was not set to the correct size.
Printing includes unexpected data Problem Probable Cause Solution Text that was intended for the magnetic stripe printed on the card instead. The magnetic stripe font was not applied to the text. Refer to “Magnetic Stripe Fonts” in the XPS Card Printer Driver User’s Guide. The escape was typed incorrectly. Refer to “Magnetic Stripe Escapes” in the XPS Card Printer Driver User’s Guide. The text to encode was longer than one line. Reduce the font size to keep all text on one line.
Print quality concerns Problem Probable Cause One or more color or white streaks appear on the card. Dust or debris on the printhead. Solution Try printing another card as the dust may no longer be on the printhead. Clean the printhead. Refer to “Clean the Printhead” on page 57. If the printhead is damaged, contact your service provider. Non-repeating color dots appear on multiple printed cards. Dust or debris on the ink ribbon or retransfer film.
Problem Probable Cause Part of the printed image is discolored or blurred. The cards have fingerprints or debris on them. Solution The printed card has small unprinted areas. Wrinkles appear on the card. Make sure that cards are clean. Handle cards carefully. Refer to “Card Quality Guidelines” in the printer’s Installation and Administrator’s Guide. Use cards that meet the requirements for the printer. Refer to “Cards” in the printer’s Installation and Administrator’s Guide.
Problem Probable Cause Solution The card has trapped dust or debris. Particles from the retransfer process (flash) can accumulate inside the printer. Clean the printer and printhead cam rollers. Refer to the “Printer Cleaning Schedule” on page 46 and “Clean the Printhead Cam Rollers” on page 56. Note: You may need to run multiple cleaning cycles to remove all particles from the printer. The card stock may have embedded particles. Check your cards for defects. Replace the card stock, if necessary.
Magnetic Stripe Troubleshooting To begin troubleshooting a magnetic stripe problem, you can print a magnetic stripe test card from the Card Printer Driver. For the steps to follow, refer “Print a Driver Sample Card” in the XPS Card Printer Driver User’s Guide. The printer uses the coercivity set using the LCD panel or in Printer Manager, and the data format set using Printer Manager. Problem Solution Cards are not loaded correctly.
76 Problem Solution 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 “MagStripeGeneral” in the printer’s Installation and Administrator’s Guide for more information. Make sure that the application is using the selected encoding format for the track.
Laminator Troubleshooting If your system includes the optional laminator, also check for the following. Problem Probable Cause Solution Cards are bowed too much following lamination. The Debow card option is not selected. Select the Debow card option in the Card Printer Driver. Refer to the XPS Card Printer Driver User’s Guide. Debow time is not set correctly. Change the card debow time. Refer to the Printer Manager “Laminator” section of the printer’s Installation and Administrator’s Guide.
Problem Probable Cause Solution The patch doesn’t adhere to the trailing edge of the card. The overlay is wound incorrectly on the takeup spool. Process another card to allow the overlay material to reset itself. If it doesn’t, remove the cartridge and turn the take-up spool clockwise several turns. The patch is not centered between the long edges of the card. The overlay is not loaded correctly in the cartridge. Load the overlay material correctly.
Problem Probable Cause Solution The patch extends beyond one of the short edges of the card. There is slack in the overlay material. Process another card to allow the overlay material to reset itself. The overlay material is wound incorrectly on the take-up 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.
Printer Card Jams A card jam occurs when the card does not reach the proper position for the next action, such as printing or ejecting the card. The error condition that displays on the LCD helps you identify the location of the card jam. If your system includes the optional laminator, refer to “Clear a Laminator Card Jam” on page A-11.
Multi-Hopper Printer 1. Unlock the printer and open the printer access door. 2. Remove the ink ribbon and retransfer film cartridges. 3. Locate the card in the printer. Turn the K1 manual advance knob if necessary to gain access to the card. 4. Reach into the printer and remove the card. 5. Replace the ink ribbon and retransfer film cartridges. 6. Close the printer access door and lock the printer. 7. Press the USER button on the printer to clear the message.
4. Remove the card through the rear access door. 5. Close the rear access door. 6. Close the printer access door and lock the printer, if necessary. 7. Press the USER button on the printer to clear the message. Clear a Card Jam in the Flipper Module Do the following if message 236: “Flipper module rotate error” displays. 1. Unlock the printer, if necessary, and open the printer access door. 2. Press the K3 rear access door release to open the rear access door. 3.
Repair a Broken Ink Ribbon or Retransfer Film If the ink ribbon or retransfer film breaks, one of the following messages displays on the printer LCD: 240, C1 supply error There is a problem with the ink ribbon. 175, C2 supply error There is a problem with the retransfer film. 1. Unlock the printer. if necessary, and open the printer access door. 2. Remove the cartridge with the damaged supply from the printer. Ink Ribbon Cartridge Retransfer Film Cartridge 3.
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, if necessary. 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. When you use the Card Printer Driver, the printer driver also displays the condition as a message on the PC that sent the print job.
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86 No.
Laminator Messages Laminator Light No.
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Messages from Printer Manager Printer Manager issues messages that display in the browser window. Follow the instructions in the message 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 issue messages. Other printers can cause messages if more than one model of card printer is installed.
Printer Messages The following messages indicate a condition in the printer. 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 using the key. 100: Request not supported The printer does not support the personalization being requested for the card. The card will be canceled.
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. On the PC, click Retry, or click Cancel to cancel the card. HINTS & TIPS The card might have been loaded into the input hopper the wrong way.
: Magstripe read no data The printer did not find any magnetic stripe data on 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 to clear the message. On the PC, click OK 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.
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. On the PC, click Retry, or click Cancel to cancel the card. HINTS & TIPS Make sure that the ink ribbon and retransfer cartridges are installed properly. All access doors must be closed to process cards.
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. On the PC, click OK to clear the message. HINTS & TIPS Look at the printer configuration label inside the printer component. If the label includes an “M,” the system has a magnetic stripe option that is not working. Request service.
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, or click OK on the PC, to clear the message. 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.
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 or click OK. Click Cancel on the PC if you want to cancel the card. 166: C2 supply out or missing The C2 retransfer film is missing or out of material. 1. Open the printer access door and remove the C2 retransfer film cartridge. 2. Replace the retransfer film. 3.
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 or click OK. Click Cancel on the PC if you want to cancel the card. 172: Insert cleaning card 1. Insert cleaning card. 2. If the card is not immediately picked, press the printer’s USER button or click OK. Click Cancel on the PC to cancel the cleaning card.
176: C2 supply type error The C2 retransfer film does not support an action requested by this print job. Use a supply designed for this printer model. Press the USER button on the printer to clear the message. On the PC, click Retry, or click Cancel to cancel the card. 228: C1 printhead error The printer 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.
232: Retransfer debow error The printer has encountered an error in the retransfer debow area. The card will be canceled. 1. Press the USER button to move the card into the reject tray and clear the error. 2. If the error occurs again, open the printer access door and look for a card in the debow area. 3. Turn the K1 manual advance knob to move the card out of the printer. 4. If the problem continues to occur, request service. On the PC, click Cancel.
235: K2 transport card jam The card did not reach the required position on the K2 vertical transport. The card will be canceled. 1. Press the USER button to move the card into the reject tray and clear the error. 2. If the error occurs again, open the printer access door. 3. Press the K3 rear access door release to open the rear access door. 4. Turn the K2 manual advance knob counterclockwise to move the card until it is accessible. 5. Remove the card through the rear access door. 6.
238: C1 supply not identified The printer cannot use the C1 ink ribbon installed. Use a supply designed for this printer. Press the USER button on the printer to clear the message. On the PC, click Cancel. 239: C1 supply not supported The printer model cannot use the C1 ink ribbon installed. Use a supply designed for this printer model. Press the USER button on the printer to clear the message. On the PC, click Cancel. 240: C1 supply error The C1 ink ribbon has encountered an error. 1.
242: RT1 reject tray full The reject tray is full. 1. Open the printer access door. 2. Remove the retransfer film cartridge. 3. Remove the rejected cards. 4. Replace the retransfer film cartridge. 5. Close the printer access door. Press the USER button on the printer to clear the message. On the PC, click OK, or click Cancel to cancel the card. 243: Card lost A card that is expected to be in the printer is no longer present. The card will be canceled and added to the Lost Cards count.
277: Multi-hopper pick error The multi-hopper did not pick a card from the input hopper cartridge. 1. Unlock the multi-hopper. 2. Remove each cartridge and make sure that cards are loaded properly. 3. Make sure that the cartridges are installed correctly. 4. Check the exception slide. 5. Lock the multi-hopper. Press the USER button to clear the error. On the PC, click Retry, or click Cancel to cancel the card. 278: Insert cleaning card in H2 1. Unlock the multi-hopper. 2.
196: Laminator error critical The laminator 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. On the PC, click OK to clear the message. 197: Laminator entry card problem The card is not where it should be in the laminator. 1. Open the laminator. 2. Turn the knob to remove the card. 3. 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 in the laminator. 1. Open the laminator. 2. Turn the knob to remove the card. 3. Close the laminator. On the PC, click Retry, or click Cancel to cancel the card. 201: L1 supply problem The L1 supply is not moving properly. To try another card: 1. Open the laminator and remove the L1 cartridge. 2. Reposition, repair, or replace the supply and advance the repaired area one full turn. 3. Replace the cartridge and close the laminator.
205: L1 supply not identified The laminator cannot use the supply installed. Use supplies designed for this laminator. On the PC, click Retry, or click Cancel to cancel the card. 206: L2 supply problem The L2 supply is not moving properly. To try another card: 1. Open the laminator and remove the L2 cartridge. 2. Reposition, repair, or replace the supply and advance the repaired area one full turn. 3. Replace the cartridge and close the laminator. 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 click Cancel to cancel the card. 211: L1 heater problem The laminator 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. On the PC, click OK to clear the message. 212: L2 heater problem The laminator has encountered a critical error.
215: L1 heater roller problem The laminator 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. On the PC, click OK to clear the message. 216: L2 heater roller problem The laminator 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.
220: Impresser heater problem The laminator 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. On the PC, click OK to clear the message. 221: Bar code scanner problem The bar code scanner cannot read the bar code on the overlay. This can indicate a scanner problem, an unreadable bar code, or an incorrect L1 cartridge. Try the card again. If the problem occurs again, request service.
Driver-Only Messages The following messages are issued by the Card Printer Driver and display on the PC that sent the card print job. These messages do not display on the printer LCD panel. 500: The printer is not available The computer cannot communicate with the printer. To complete the current card: 1. Make sure that the printer is powered on and in the Ready state. 2. Make sure the printer is connected to the computer using a USB or network cable, but not both. When the printer is ready, click OK.
505: USB communication issue An important driver component is not running. The card will be canceled. 1. Restart the computer. The component should start automatically. 2. If this message is displayed after restarting, notify your printer support contact. Click OK to clear the message. 506: A card is currently processing The printer is busy processing an interactive job. The card will be canceled. Wait until the current card is complete and then try again. Click OK to clear the message.
Driver SDK Messages The following messages are issued when you use an application with the Card Printer Driver Software Development Kit (SDK) to define your card printing. These messages display at the computer that sent the job and are available to the application through the driver API. In addition, printer errors display on the printer LCD panel, at the computer that sent the job, and are available to the application through the driver API (refer to “Messages and Conditions” on page 84).
Appendix A: CR805 Card Printer with Inline Lamination This appendix provides information about the optional CLM laminator that you can add to your CR805 retransfer card printer at the time of purchase or later, as a field upgrade. A About the Laminator System A laminator system consists of a CR805 card printer and a CLM laminator. The system can print cards and apply an overlay material on the front and back of the card for increased durability and security.
Outside the Laminator Use the following information to become familiar with the laminator. Laminator Back and Left Side Card Entry Area Printer Mounting Pin Printer Mounting Pins Laminator Status Light Reject Tray Printer Mounting Lock Laminator Power Connection A-2 Printer Mounting Pins The pins align the printer with the laminator. Printer Mounting Lock The lock secures the printer to the laminator. Laminator Status Light The light shows the status of the laminator.
Laminator Status Light The status light shows the status of the laminator: Ready Solid green Busy Blinking green Idle/Sleeping Solid blue Heating Blinking blue Error Blinking red Laminator Front and Right Side Impresser (if installed) Laminator Access Door Lock Laminator Access Door Card Output Hopper 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.
Inside the Laminator The CLM laminator has one standard laminator, in the L1 position, with an optional second laminator in the L2 position. The laminators apply a patch overlay material to the card. The patch overlay is a die-cut polyester shape designed to fit standard ISO ID-1 size card stock. Both laminators can apply the overlay. Refer to “Laminator Overlay Materials” on page A-6.
Laminator Configuration Label The laminator configuration label is located inside the laminator beneath the L2 cartridge. The configuration label shows the following information: Laminator name Serial number Configuration Part number Date and country of assembly. Configuration Label Additional labels may be attached to indicate options installed by the dealer or sales group after the laminator was manufactured.
Laminator Setup The laminating system applies a patch overlay to the card to provide additional protection against wear. Laminator Overlay Materials The L1 and L2 laminators each can apply a patch overlay, which is a die-cut polyester shape. Patch Overlay Patch overlays have a registration mark that is used by the laminator to align the patch with the beginning of the card. The registration mark is a rectangular hole between the patches.
The patch overlay can be clear or it can have a transparent holographic image on it. The holographic materials are called holographic patch and can be ordered with a custom image. Clear Patch Random Holographic Patch In addition, the holographic patch can be designed with a registered 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.
Load Laminator Overlay Material Load the overlay material in one laminator cartridge at a time. The L1 (green) and L2 (orange) cartridges fit only in their assigned locations inside the laminator. They are not interchangeable. 1. Unlock and open the laminator access door. 2. Remove 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.
5. Load the new roll of laminator overlay material. a. Put the blue supply spool on the blue supply spindle of the cartridge (c). The overlay supply roll can go on only one way and only fits on the correct spindle. b. Put the empty silver take-up spool on the silver take-up spindle (d). c. Turn the take-up spool clockwise to remove slack from the material (e). The overlay material loads in an S-shape.
Card Design Set up your card design using your card production software or another application, such as Microsoft Word. You can specify your lamination preferences using the Card Printer Driver. Your card production software also may provide lamination settings. The Card Printer Driver allows you to specify both printer and lamination preferences. Refer to the XPS Card Printer Driver User’s Guide for complete information about setting up printing preferences and lamination options.
Empty the Laminator Reject Tray Unfinished cards, or cards that were not processed properly, are placed in the laminator reject tray. The printer reject tray is not used when the laminator is present. Rejected cards are always placed in the laminator reject tray. 1. Unlock and open the laminator access door. 2. Press the reject tray release button to open the laminator reject tray. (Refer to “Inside the Laminator” on page A-4.) 3. Remove the rejected cards from the reject tray. 4. Close the reject tray. 5.
Clean the Laminator Clean the laminator when at least one laminator cartridge is loaded with holographic overlay material and any of the following are true: Particles appear on the laminated cards. Particles are visible inside the laminator. For examples of problems that require laminator cleaning, refer to “Laminator Troubleshooting” on page 77. This procedure uses a double-sided, adhesive cleaning card that removes holographic overlay particles from the laminator.
4. Remove the protective paper from both sides of the double-sided, adhesive cleaning card and insert the card under the rollers of the card exit slot of the laminator. When it is in the correct location and pushed in far enough, the card stays in place. 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 panel. b. Press ENTER to enter the menu system. c.
f. Laminator displays on line 2. Press ENTER. g. Start displays on line 2 of the LCD panel. Press ENTER to start the cleaning process. h. Insert cleaning card displays on the LCD panel. Press the USER button to start the cleaning cycle. The laminator pulls the cleaning card from the card exit slot into the laminator and moves it back and forth through the L1 and L2 cartridge areas, the card entry area, and the exit rollers several times.
