ExpressCard 2000 Instant Issuance Card Personalization System User Installation and Operation Manual April 2014 Manual Part Number: 99875600-3.01 REGISTERED TO ISO 9001:2008 MagTek I 1710 Apollo Court I Seal Beach, CA 90740 I Phone: (562) 546-6400 I Technical Support: (888) 624-8350 www.magtek.
Copyright © 2006 - 2014 MagTek, Inc. Some material Copyright © 2012 Evolis, Inc. Printed in the United States of America Information in this publication is subject to change without notice and may contain technical inaccuracies or graphical discrepancies. Changes or improvements made to this product will be updated in the next publication release.
SAFETY This product has been evaluated by multiple safety certification agencies, including Underwriters Laboratories (UL) and the United States Federal Communications Commission (FCC Class A and Class B), and is designed to protect both the user and the device. This document is written specifically to work in conjunction with these safety and integrity features to protect the user and the device.
1 - Table of Contents 1 Table of Contents Safety ................................................................................................................................................... 3 Safety Requirements ..................................................................................................................... 3 1 Table of Contents ........................................................................................................................ 4 2 Introduction .........
1 - Table of Contents 6.6 About Passwords and Asterisks ..................................................................................... 34 6.7 Card Stock .......................................................................................................................... 35 6.7.1 About Card Stock....................................................................................................... 35 6.7.2 How to Load / Remove Card Stock ....................................................
1 - Table of Contents 7.2 7.2.1 About Replacing the Card Cleaning Roller ............................................................ 56 7.2.2 How to Replace the Card Cleaning Rollers............................................................ 56 7.3 Replacing the Image Print Head .................................................................................... 57 7.3.1 About Replacing the Image Print Head ................................................................. 57 7.3.
1 - Table of Contents 9.6 Troubleshooting Card Feed Problems ........................................................................... 70 9.7 Troubleshooting Print Quality Problems........................................................................ 71 9.8 Troubleshooting Color Problems .................................................................................... 71 9.9 Troubleshooting Picture Alignment Problems ............................................................. 71 9.
2 - Introduction 2 Introduction This section introduces ExpressCard 2000’s features and components. See this YouTube video for a demonstration of features. 2.1 Introduction to EC2000 Features Increase card activation and usage while enhancing cardholder satisfaction and security with ExpressCard 2000 (EC2000). EC2000 can securely, fully personalize any CR80-sized credit, debit, ATM, gift, loyalty, or membership card in as little as 90 seconds.
2 - Introduction 2.2 Introduction to EC2000 Components This section identifies the components of the EC2000, and is referenced frequently in this document.
2 - Introduction Figure 2-1 - EC2000 Components, Isometric View (Part 1 of 4) Figure 2-2 - EC2000 Components, Back View (Part 2 of 4) ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 10
2 - Introduction Figure 2-3 - EC2000 Components, Top View (Part 3 of 4) Figure 2-4 - EC2000 Components, Accessories Kit (Part 4 of 4) ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 11
3 - Planning and Preparation 3 Planning and Preparation The guidelines in the following sections will assist management and network administrators in planning for the physical and network requirements of using an ExpressCard 2000 (EC2000). The most effective way to ensure smooth installation of the EC2000 is to consider these factors before receiving the device. 3.
3 - Planning and Preparation Figure 3-2 - Physical Clearance Space for Maintenance (Right Side View) The physical placement of the EC2000 should also provide a means of attaching the EC2000 to a secure fixed point. There are two options for this: The base of the EC2000 can be directly bolted to the surface beneath it. This requires a through-hole in the surface and a bolt/nut of appropriate length, diameter, and strength.
3 - Planning and Preparation One of the requirements is a required security measure, and the other is an optional feature: The EC2000 includes an authorization feature which allows card personalization to be deactivated in the event of a security breach. The device ships in the unauthorized state, and requires a call to MagTek Support Services to authorize. The device must then regularly connect to MagTek’s Certificate Authority (CA) via the Internet at pre-determined intervals to re-authorize.
3 - Planning and Preparation a) The workstation must have a working web browser. b) The workstation must have bidirectional access to port 443 SSL. c) The workstation must have secure provisions for obtaining files, either via the network (such as SFTP or e-mail with an Internet gateway) or via removable media, such as USB drives.
3 - Planning and Preparation showing what type of stock they should hold, which is determined by the configuration of the card personalization software that will drive the EC2000. Order card stock before installation and setup. Pre-loaded hoppers. For additional security and more reliable image printing, you may choose to have card stock pre-loaded into card stock hoppers at a secure, dust-free off-site facility.
4 - Receiving, Unpacking, and Packing 4 Receiving, Unpacking, and Packing Caution: The EC2000 weighs approximately 85 lbs. and is specifically designed to be lifted by no fewer than two people. Use safe lifting techniques when moving it. 4.1 How to Receive the EC2000 Follow these steps to receive, inspect, and safely deliver the EC2000 to its installation location: 1) Inspect the device’s packaging for shipping damage, including checking the box’s TiltWatch® sensors.
4 - Receiving, Unpacking, and Packing Figure 4-1 – Two Partners Lifting EC2000 Lid Figure 4-2 - Using the EC2000 Lid Handles 3) Remove the accessory box (contents shown in Figure 2-4) and set it aside. 4) Remove the packing foam from the top of the EC2000 box (shown in Figure 4-3) and set it aside.
4 - Receiving, Unpacking, and Packing Figure 4-3 - EC2000 Foam Inserts 5) Open the EC2000’s anti-static bag as shown in Figure 4-4. Figure 4-4 - Removing Anti-Static Bag 6) Rotate the box so the EC2000’s touchscreen faces away from the surface where it will be installed. 7) With a partner, safely and carefully lift the EC2000 from the box to its installation location (see Figure 4-5 on page 20).
4 - Receiving, Unpacking, and Packing Figure 4-5 - Removing the EC2000 from the Box 8) Inspect the EC2000 and report any damage to your sales representative. 9) Unpack the accessories box using Figure 2-4 to make sure all accessories are included. Report any missing items to your sales representative for replacement. 10) Locate the tubular keys, and test them both in the top access door’s lock (see section 6.5 Top Access Door Security for details). Leave the top access door open.
4 - Receiving, Unpacking, and Packing Figure 4-7 - Hopper Transport Shipping Tie 4.3 How to Pack the EC2000 The EC2000’s shipping container consists of a top shell and a bottom shell that completely overlap each other. Do not cut the tape on the box – it is an integral part of the top shell. Follow these steps for shipping the EC2000 to minimize risk of injury and damage to the device.
4 - Receiving, Unpacking, and Packing 8) Remove the tipper foil roll (see section 6.9 Foil Tipper for details) and dispose of it per your company’s secure disposal standards. 9) Shut down the device using the power switch on the front panel. 10) Secure the hopper transport using a yellow beaded strap included with the device, or an equivalent strap such as a nylon cable tie (Figure 4-7, page 21).
5 - Installation 5 Installation Before installing a new EC2000, be sure to consult section 3 Planning to make sure all supporting electrical, network, and physical infrastructure are in place. 5.1 Installation Checklist Follow these steps to install the EC2000 (see this YouTube video for a demonstration): 1) Determine how the EC2000’s chassis will be secured, per the physical installation plan (see section 3.1 Physical Installation Planning).
5 - Installation Figure 5-2 - Thumb Screws to Unlock Left Service Access Door Figure 5-3 – Left Service Access Door and Anchor Hole Location ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 24
5 - Installation 4) Determine whether the EC2000 will be connected to a local area network (for normal operation) or will operate as a standalone device (for demonstration purposes only), and connect its network jack (shown in Figure 5-4) via an appropriate cable. Using the wrong cable can cause connection errors: a) If the EC2000 will be connected to a Local Area Network (LAN), use a standard Ethernet cable to connect the EC2000 to the allotted Ethernet jack or network device.
5 - Installation b) Configure the EC2000’s TCP/IP settings to work correctly on your network (see section 3.2 Network Planning and section 8.1 Network (TCP/IP) for details). c) Authorize the device (see section 8.2 Authorizing the Device for details). 9) Open the EC2000’s top access door (see section 6.5 Top Access Door Security for details). 10) Load card stock into the EC2000’s card stock hoppers (see section 6.7 Card Stock for details).
6 - Operation 6 Operation 6.1 Finding the Serial Number Some procedures in this manual (such as product authorization, updates, and password resets) require using the device’s serial number, sometimes in combination with other characters. The device’s serial number is a seven-character alphanumerical code starting with “B,” and can be found on the rear of the device or in the upper left corner of the Help page (see section 6.3.3 About the Help Page for details). 6.
6 - Operation Figure 6-3 - Status Page If QueueDisplay = False To shut down the EC2000, press the power button on the front panel and wait until the blue power button light turns off. Shutdown will take a maximum of 35 seconds. To restart the EC2000, press the power button on the front panel and wait until the blue power button light turns off, then press the power button again to power it back up. 6.3 The Touchscreen 6.3.
6 - Operation 6.3.3 About the Help Page The EC2000 has a Help page that provides information about the device’s hardware, firmware, and software. The information includes the list of authorized features, the device serial number, and the current device configuration. It also contains a list of step-by-step video guides the user can view on the touchscreen. Information provided on the Help page is useful when troubleshooting. 6.3.
6 - Operation 6.4.2 How to Clear Error Messages The EC2000 will continue to display most errors on the touchscreen until the user corrects the problem that caused the error. After correcting the problem, clear the error message and return to normal use by pressing the Status button to return to / refresh the Status page, then attempt the operation again. 6.5 Top Access Door Security Figure 6-5 - Top Access Door Movement 6.5.
6 - Operation Figure 6-6 - Inserting the Key in the Top Access Door Lock 2) Turn the key 90 degrees clockwise and leave the key in the lock. As a security measure, it can not be removed when the top access door is unlocked. 3) Grab the top access door’s indented handles just in front of and just behind the lock. Figure 6-7 - Opening the Top Access Door 4) Lift the handles upward, and follow the folding motion upward and toward the rear of the device.
6 - Operation Figure 6-8 - Lifting the Top Access Door 6) Lean the folded top access door away from you to prop it open. It is important that the top access door be open all the way, not leaning on anything behind the device (see Figure 6-9). Figure 6-9 - Top Access Door In Open Position To lock the top access door with the tubular key: 1) Tilt the top access door so it points straight up. 2) Pull the front edge of the top access door straight toward you.
6 - Operation Figure 6-10 - Closing the Top Access Door 3) Grab the top access door’s indented handles just in front of and just behind the lock to support it. Be careful to keep your fingers within the indented handles and not in the space between the top access door panels, otherwise your finger will be pinched when the door closes. 4) Release the front edge as the cover flattens, to avoid pinching your fingers.
6 - Operation Figure 6-12 - Final Closing of the Top Access Door 6) Turn the key 90 degrees counterclockwise to lock the top access door, and remove the key. 7) Pull up firmly on the top access door’s handles to make sure it is locked. 6.5.3 How to Use the Touchscreen to Unlock the Top Access Door To open the top access door or the card access door from the front display panel, follow these steps: 1) If the EC2000 is not already displaying the Status page, press the Status button.
6 - Operation Table 6.1 - EC2000 Password Types Password Type Asterisk Color Associated Features Setup Password 1 Setup Password 2 Red (*) Change TCP/IP Settings Update software / firmware Edit configuration values Service Password 1 Service Password 2 Blue (*) Direct control of components in the device, including image printer, embosser.
6 - Operation To determine the stock level in each of the EC2000’s seven card stock hoppers, look through the hopper bay windows on the right side of the device (see Figure 6-14). Figure 6-14 - Checking Card Stock Levels It is important to load only one type of stock into each of the card stock hoppers, otherwise the device will process cards that do not match the previews the user sees in the card personalization software.
6 - Operation Figure 6-15 – Removing Card Stock Hopper a) Press down on the hopper release button (labeled with a yellow arrow) near the bottom of the hopper. The hopper will move away from your finger, toward its release position. b) Gently push the hopper all the way to its release position. c) Lift the hopper and remove it from the EC2000. 6) Open the hopper as follows (see Figure 6-16): Figure 6-16 - Opening Card Stock Hopper a) Turn the hopper around so its clear loading door is facing you.
6 - Operation 2) Determine which hopper the card stock should be loaded into. This depends on how the card personalization software is set up (see section 8.6 Card Processing Setup). The hoppers may be labeled with decals that indicate the type of stock they should hold. 3) Remove a stack of 100 or fewer cards from the packaging. Handle cards only along the edges; oil or dirt from hands can cause poor quality prints.
6 - Operation Figure 6-19 - Inserting and Locking Card Stock Hopper 10) Re-insert the hopper into the EC2000 in the release position. Be sure the hopper is level and that all four lock pins on the bottom have inserted into the hopper deck. 11) Slide the hopper into the locked position (the direction indicated by the “Lock” arrow on the handle) until you feel a click as it locks in place. 12) Repeat the procedure for any other hoppers you want to load.
6 - Operation Figure 6-21 - Incorrect Card Stock Hopper Loading 6.8 Image Printer 6.8.1 About the Image Printer Depending on which type of ribbon is loaded, the EC2000 can produce color or monochrome images on the front and back of card stock. For instructions on loading ribbons into the image printer, see section 6.8.2 How to Install / Remove the Image Printer Ribbon. To order ribbons specifically designed for use with the EC2000, contact your sales representative or see Appendix A.
6 - Operation 3) Locate the image print head inside the EC2000. See section 2.2 Introduction to EC2000 Components for details. 4) Press the image printer’s release button to unlock it as shown in Figure 6-22. Figure 6-22 - Unlocking the Image Print Head 5) Gently lift up the print head until it swings completely open and stays in position. Figure 6-23 - Lifting the Image Print Head 6) Lift both the supply spool and the takeup spool of the ribbon out of the image printer (Figure 6-24) and set it aside.
6 - Operation Figure 6-24 Removing the Image Printer Ribbon 7) MagTek recommends cleaning the card cleaning roller, card path, and print head when replacing the ribbon. See section 7.1 Cleaning for more information. To install a color or monochrome ribbon in the image printer, follow these steps: 1) Remove the ribbon from the packaging and remove any stickers or bands tying the spools together. The spool with all the ribbon on it is called the supply spool, and the other end is the take-up spool.
6 - Operation 6.8.3 About Selecting and Synchronizing the Image Printer Ribbon Each side of a printed card processed by the EC2000 consumes a varying number of card-sized panels of dye from the image printer ribbon, depending on the ribbon type and whether the card is printed on both sides. After inserting a new ribbon, the EC2000 must be calibrated so it will recognize the loaded ribbon’s type and will align the ribbon’s panels properly with card stock during printing. 6.8.
6 - Operation e) f) g) h) i) In the navigator on the left side of the window, twist open the Printing heading. Select the Ribbon item in the navigator list. In the main area of the window, change the Ribbon setting to match the ribbon you are using. Change the Front side and Back side settings setting to match the ribbon and your application (for example, for KO ribbons, use Duplex front Monochrome / back Monochrome). Press the OK button to close the MagTekEC - Properties window.
6 - Operation 6.9 Foil Tipper 6.9.1 About the Foil Tipper The EC2000 can tip embossed characters with multiple foil colors, depending on which type of tipper foil is loaded. For instructions on inserting and removing tipper foil rolls, see section 6.9.2 How to Install / Remove the Tipper Foil. To order tipper foil rolls specifically designed for use with the EC2000, contact your sales representative or see Appendix A. 6.9.
6 - Operation Figure 6-26 - Putting Foil Roll On Spool Assembly 11) Place the orange core of the new roll on the orange spool, being careful to thread the foil under the two foil guide pins as shown in Figure 6-26. 12) Rotate the orange core until you can press it firmly onto the orange spool. Continue rotating until the foil is tight across the guide pins as shown in Figure 6-27.
6 - Operation 6.10 Indent Printer 6.10.1 About the Indent Printer The EC2000 can perform indent printing on the rear of cards if an indent ribbon cartridge is loaded (see section 2.2 Introduction to EC2000 Components). To order indent ribbon cartridges designed for use with the EC2000, contact your sales representative or see Appendix A. 6.10.
6 - Operation 1) Make sure the top access door is open and the EC2000 is showing the Maintenance Menu page, as described in the previous steps. Figure 6-29 - Indent Ribbon Cartridge Orientation 2) 3) 4) 5) 6) Orient the indent ribbon cartridge as shown in Figure 6-29. Insert the cartridge between the orange release button and the embosser, as shown in Figure 6-28. Press the cartridge firmly toward the floor until you feel a click. Pull up gently on the cartridge to make sure it is locked in place.
6 - Operation The specific EC2000 features available to a user depend on the card personalization software, its configuration, and the configuration of the EC2000. For setup and usage instructions for card personalization software, see the documentation for the software you are using. 6.11.3 About Transactions Every request a user sends to the EC2000 to process a card is sent as a transaction. Transactions contain instructions telling the EC2000 to perform one or more operations to the card.
6 - Operation 6.11.6 About the Card Path / Sequence of Processes Card stock is fed through the EC2000 along a predetermined path that is always the same, regardless of the set of operations included in the card processing transaction. The hopper transport picks up a single stock card either from the manual feed slot or from the card stock hoppers, then this sequence begins: 1) If the transaction is queued, the EC2000 removes it from the transaction queue.
6 - Operation The manual feed slot is referred to in some software as “Hopper 8,” but in most cases it is not exposed in the EC2000’s user interface. Instead, processes that prompt users to use the manual feed slot must be implemented in the card personalization software. See the personalization software’s user manual for details. See section 8.6 Card Processing Setup for more information about personalization software’s interaction with the EC2000.
7 - Maintenance 7 Maintenance 7.1 Cleaning The EC2000 has been designed to give you long service, and needs only minimal regular maintenance. Please comply with the instructions given below to ensure satisfactory performance. 7.1.1 IMPORTANT: Warranty Coverage THE MANUFACTURER’S WARRANTY IS SUBJECT TO STRICT ADHERENCE TO THE ROUTINE SERVICING AND MAINTENANCE INSTRUCTIONS, IN PARTICULAR THE IMAGE PRINTER CLEANING CYCLES.
7 - Maintenance 7.1.3 About Cleaning the Card Cleaning Roller The EC2000’s card cleaning roller, located below the image printer’s ribbon, removes lint and other particles from the surfaces of card stock before printing. These particles accumulate on the card cleaning roller over time and must be wiped off. If a cleaning roller is damaged or worn, it should be replaced (see section 7.2 Replacing the Card Cleaning Roller for details). 7.1.
7 - Maintenance The black rubber platen roller in the image printer, The magstripe encoder in the image printer. Cleaning the card path involves feeding a cleaning card into the manual feed slot and telling the EC2000 to move it through the path. 7.1.6 How to Clean the Card Path To clean the image print head using a cleaning card, follow these steps (see this YouTube video for a demonstration): 1) Obtain a cleaning card from the EC2000 Cleaning Kit.
7 - Maintenance 14) Re-synchronize the image printer ribbon (see section 6.8.4 How to Select and Synchronize the Image Printer Ribbon). 15) Create a sample card (see 6.11.1 How to Create Sample Cards). 16) Press the Status button to return to the Status menu. 7.1.7 About Cleaning the Image Print Head The EC2000’s image print head is a delicate device made partly of glass.
7 - Maintenance 11) Wait until the print head has completely dried (approximately two minutes). 12) If you have not already done so, clean the card path and card cleaning roller. 13) Re-install the image printer ribbon. 14) Close the image printer (see section 6.8 Image Printer), and close the top access door. 15) Re-synchronize the image printer ribbon (see section 6.8.4 How to Select and Synchronize the Image Printer Ribbon). 16) Press the Status button to return to the Status menu.
7 - Maintenance 7.3 Replacing the Image Print Head 7.3.1 About Replacing the Image Print Head The EC2000’s image print head is a sensitive component. It directly impacts the quality of card prints, and regular servicing along with an environment free from dust or other particles ensure a lengthy useful life. Nonetheless, the print head may sometimes need to be replaced. The EC2000 incorporates a unique design that enables users to do this without needing tools.
7 - Maintenance Figure 7-5 - Locating the Image Print Head 7) Press in on the forks facing the right of the printer. The print head will move inward with a springy resistance. Guide the whole print head assembly out of the groove that locks it in place. 8) Tilt the head carefully, and gently disconnect the cable without using force on the mechanism. 9) Connect the new print head into its socket the way the old print head was connected (see Figure 7-5), making sure it is facing the right way.
7 - Maintenance 7.4.1 About Re-Aligning Embossed and Printed Characters In applications that do not use the foil tipping feature, the EC2000 can apply coloring to embossed characters using a two-step process: 1) First, the EC2000 prints the characters on the stock card as part of the image. 2) Later, the EC2000 stamps the raised or indented characters into the card directly atop the image. Clearly it is important to print and stamp the characters precisely on top of each other.
7 - Maintenance Figure 7-7 - Fonts and Corresponding Font IDs Table 7.1 - Fond ID Fields FIELD ID DESCRIPTION Font ID1 Generally used for the Primary Account Number (PAN), the account number on either a debit or a credit card. Font ID2 Generally used for the cardholder name and the card expiration date. Font ID3 Reserved for devices equipped with Visa Electron or American Express fonts.
7 - Maintenance Follow these steps to tune the embosser so embossed characters are aligned with image-printed characters: 1) Install the type of image printer ribbon you want to calibrate with. Embosser tuning can be ribbonspecific, so you should repeat this procedure for every type of ribbon that will be used in the device. 2) Note this procedure is to adjust the embosser to accommodate the image position; it does not adjust the printer’s image placement.
7 - Maintenance 11) Calibrate the Font ID1 X Offset and Font ID1 Y Offset settings: a) Press the Print button. The EC2000 will create a test card using every available font ID. b) Look only at the first character of the PAN (Font ID1) from all angles, and determine whether the embossed character is to the left, right, above, or below the printed character. c) If the embossed character appears to the left of the printed character, increase the Font ID1 X Offset value and press the Save button.
8 - Configuration 8 Configuration This section describes the various configuration options in the EC2000’s software, and provides instructions for configuring each option. See this YouTube video for a demonstration. 8.1 Network (TCP/IP) Configuration 8.1.1 About TCP/IP Settings By default, the EC2000 will obtain an IP address automatically using DHCP. However, with most networks, the device must be configured to use a static IP address.
8 - Configuration Figure 8-1 - Static IP Address Settings 9) If you are configuring a proxy server: a) Press the Advanced button to open the Proxy Settings page. b) Make sure the Use Proxy checkbox is turned ON. c) Select each of the fields on the page, and use the on-screen keyboard to enter values. d) Double-check the values you have entered, then press the Save button to confirm them. e) Press the Back arrow to return to the TCP/IP Utility page. 10) Network configuration is complete.
8 - Configuration 8.2.2 How to Manually Re-Authorize the Device To re-authorize the device and test the Internet connection used for re-authorization, follow these steps: 1) Make sure the device has been authorized once in the past with assistance from MagTek Support Services. The device can not be manually re-authorized until a user has put it through that process. 2) If the EC2000 is not already displaying the Status page, press the Status button. 3) Press the Menu button to display the Main Menu page.
8 - Configuration 8.4.2 How to Change / Reset Passwords To reset the EC2000’s passwords to factory defaults (if you do not have the Administrator password), follow these steps: 1) Determine the EC2000’s serial number (see section 6.1 Finding the Serial Number). 2) Contact MagTek Support Services (see section 9 Troubleshooting for contact information).
8 - Configuration Users can use an Internet-based card personalization service, such as QwickCards.com. In this case, the EC2000 must be set up to poll the personalization service regularly using SSL over the Internet to retrieve transactions. Depending on which of these is selected, the EC2000 may need to be configured to either receive transactions directly, or to regularly check for incoming transactions.
8 - Configuration 8.7 How to Enable / Disable Touchscreen Unlock To enable or disable the Case/Door button, contact MagTek Support Services (see section 9 Troubleshooting for contact information). MagTek Support Services will ask for the EC2000’s serial number (see section 6.1 Finding the Serial Number). 8.8 About Configuration Options The EC2000 has a multitude of options that can be configured during setup to modify the behavior of the device.
9 - Troubleshooting 9 Troubleshooting This section is intended as a quick reference to common problems known to occur with the EC2000 during operation. If you are unable to resolve a problem with the EC2000 after reviewing this section, contact MagTek Support Services by phone or by email: Phone: (651) 415-6800 Toll Free: (888) 624-8350 Email: support@magtek.com 9.
9 - Troubleshooting 9.3 Troubleshooting Not Responding to Incoming Transactions If the card personalization software reports it is successfully sending transactions to the EC2000, but the EC2000 is not processing transactions, check the following: 1) Check to see if the manual feed slot is flashing. If it is, the device is waiting for a user to feed the appropriate stock into the manual feed slot. 2) If the Status page is set to not display the transaction queue (see section 6.11.
9 - Troubleshooting 7) If this is a new installation or you are using card stock that has not been tested, check the stock to make absolutely certain it conforms to CR80 standard dimensions. 9.7 Troubleshooting Print Quality Problems If the device is producing cards with poor print quality, check the following: 1) Perform the steps in section 9.1 First Steps. 2) Determine whether the problem occurs with all card stock or with specific hoppers.
9 - Troubleshooting 5) If these steps do not resolve the ribbon breakage issue, contact MagTek Support Services. 9.12 Troubleshooting Tipping Tipping problems can have different causes: The card design. If you are using a new, untested design, it is possible the characters are spaced too close together. When this happens, characters can have their edges crushed when the embosser squeezes nearby characters into the card, and those edges may not tip correctly. Embosser issues.
9 - Troubleshooting Error Message Move Card to Encoder Possible Causes / Suggested Steps Card did not transfer from card stock hopper to Encoder. Possible card feed error from card stock hopper. See section 9.6 Troubleshooting Card Feed Problems. Waiting for Encode Completion A card could not be encoded or timed out during attempt to encode. Possible misorientation with magstripe, debris on magstripe, or the card is not feeding from card stock hopper.
9 - Troubleshooting Error Message Error Ejecting Card Possible Causes / Suggested Steps No card was detected at the card output bin during transfer from XY to Exit module, or the card output bin was blocked while a card was being transferred (e.g., two cards at once). Check to ensure that a card is not present or stuck in the card path. If the error does not clear, perform a System Reset. If that does not work, restart the device.
9 - Troubleshooting Error Message Possible Causes / Suggested Steps DHCP Lease Could Not Be Renewed, Error Code: 82 There is no network connection. Make sure the patch cable to the device is connected and verify connectivity to the network. Error XY XY module did not go to the Home position. Possible cable disconnection or failed sensor. Check to ensure that a card is not present or stuck in the card path and that the ribbon cable is properly seated. If the error does not clear, restart the device.
9 - Troubleshooting Error Message Invalid Command Possible Causes / Suggested Steps The transaction command is invalid. See XML reference manual for a list of correct commands. Possible sending of smart card and independent commands as a queued transaction instead of a process transaction. Queued transactions are not supported for smart card and independent commands. The immediate transaction or queued transaction was sent to the web interface incorrectly. Invalid XML The transaction has an XML error.
9 - Troubleshooting b) If the card is stuck inside the image printer, slide it manually toward the image printer output. If there is more than one card, guide them out one at a time, starting with the one on top. c) Re-install the ribbon and close the image printer cover. d) Check the exit ramp to see if the card is stuck beneath the tipper. 4) Close and secure the EC2000’s top access door. 5) Create a sample card to make sure the EC2000 is now operating properly.
Appendix A - Supplies Appendix A Supplies The following supplies are available for the EC2000. To order supplies, contact your sales representative. Quantity Name Part # Notes Ribbons 1 ea. YMCKO-K Ribbon 93400047 Six-panel color YMCKO-K image printer ribbon will produce up to 200 cards. 1 ea. YMCKO Ribbon 93400048 Five-panel color YMCKO image printer ribbon will produce up to 200 cards. 1 ea.
Appendix A - Supplies Quantity Name Part # Notes 1 ea. EC2000 Image Print Head Cleaning Pen 96700021 Multi-use cleaning pen for image print head. 40 ea. EC2000 Card Cleaning Roller Wipe 96700023 Pack of 40 wipes for the card cleaning roller. 1 ea. EC2000 Card Cleaning Roller Wipe 96700024 Single wipe for the card cleaning roller. Minimum order of 12. 1 ea.
Appendix B - Technical Specifications Appendix B Technical Specifications Physical Characteristics Dimensions (L x W x H): 24.7 in. x 26.8 in. x 15.1 in. (627 mm x 680 mm x 384 mm) Weight: Device: 88 lbs. (39.9 kg) Accessories: 3.8 lbs (1.7 kg) Physical Security: ⅜” chassis anchor hole for desktop / counter mounting Ring-shaped security anchor System Interface (W x H): 4.5 in. x 3.75 in.
Appendix B - Technical Specifications Physical Characteristics Card stock warpage tolerance: Stock cards lying convex-side-up on a flat rigid surface should measure no more than 0.10” (2.5 mm) to the top face of the card. Printing Characteristics Printing Technology: Color / monochrome via dye-sublimation resin thermal transfer Printing Resolution: Resolution 300 dpi Up to 16.
Appendix B - Technical Specifications Physical Characteristics Environmental Tolerance Operating temperature: 65°F to 80° F (18°C to 27°C) Operating relative humidity: 20% to 80% without condensation Storage temperature: 30° F to 100° F (-1.1°C to 37.
Appendix C - Software Updates Appendix C Software Updates Periodically, MagTek will send e-mail notifications to customers that include software updates to apply to the EC2000. These notifications will typically include step-by-step instructions detailing how an EC2000 administrator should apply the attached update. Before an EC2000 administrator can apply updates, it may be necessary for a system administrator to prepare a workstation specifically for this purpose. See section 3.
