Entrust Datacard CR825, CE875 User Manual

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User’s Guide

Entrust Datacard™ CR825™ Instant Issuance System

Entrust Datacard™ CE875™ Instant Issuance System

July 2018

Part No. 527750-001, Rev. D

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.

MasterCard is a registered trademark of MasterCard International Incorporated. Visa is a registered trademark of Visa International Service Association. All other product names are the property of their respective owners.

Proprietary Notice

The design and information contained in these materials are protected by US and international copyright laws.

All drawings and information her ein are the property of En trust Datac ard Corpor ation. All unauthorized use and reproduction is prohibited.

Entrust Datacard

1187 Park Place Shakopee, MN 55379 Phone: 952-933-1223 Fax: 952-933-7971

www.entrustdatacard.com

Compliance Statements

Liability

The WARNING and CAUTION labels hav e been placed on the equipment for y our saf ety. 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 t o 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.

• Place the equipment on a stable surface (table) and ensur e floors in the work ar ea ar e dry and non-slip.

• Know the location of equipment branch circuit interrupt ers or circuit br eak ers and how to turn them on and off in case of emergency.

• Know the location of fire extinguishers and how to use them. ABC type extinguishers may be used on electrical fires.

• Know local procedures for first aid and emergency assistance at the customer facility.

• Use adequate lighting at the equipment location.

• Maintain the recommended temperature and humidity range in the equipment area.

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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. These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial environment. This equipment generates, uses, and can radiate radio frequency energy. If this equipment is not installed and used in accordance with this instruction manual, it may cause harmful interference to radio communications. Operation of this equipment in a residential area is likely to cause harmful interference in which case the user will be required to correct the interference at their own e xpense. Changes or modifications not e xpressly appr ov ed by the party responsible for compliance could void the user's authority to operate the equipment.

This device complies with Part 15 of the FCC Rules. Operation is subject to the following two conditions: (1) This device may not cause harmful interference, and (2) this device must accept any interf erence received, including interference that may cause undesired operation.

Notice for Canada

Industry Canada

This digital apparatus does not exceed the Class A limits for radio noise for digital apparatus set out in the Radio Interference Regulations of the Canadian Department of Communications.

Le présent appareil numérique n'émet pas de bruits radioélectriques dépassant les limites applicables aux appareils numériques de la classe A prescrites dans le Règlement sur le brouillage radioélectrique édicté par le ministère des Communications du Canada.

RSS-Gen, Issue 3, December 2010, Section 7.1.3 User Manual Notice

This Device complies with Industry Canada License-exempt RSS standard(s). Operation is subject to the following two conditions: 1) this device may not cause interference, and 2) this device must accept any interference, including interference that may cause undesired operation of the device.

Cet appareil est conforme avec Industrie Canada RSS standard exemptes de licence(s). Son fonctionnement est soumis aux deux conditions suivantes: 1) ce dispositif ne peut causer des interférences, et 2) cet appareil doit accepter toute interférence, y compris les interférences qui peuvent causer un mauvais fonctionnement du dispositif.

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 retransf er printer uses a lithium coin cell battery. Refer to the service manual for battery removal instructions.

Simplified EU Declaration of Conformity

Entrust Datacard Corporation declares that the fo llowing radio equipment: MXD, MX6000, MX6100, PB6500, MX2000, MX2100, SP55k, SP35, SP55, CP40, CP60, CP80, SP75, FP65, SR200, SR300, PX10, PX30, EX30, MPR3800, CR500f, MX1100, RX10, and PB1000 is in compliance with the Directive 2014/53/EU.

The full text of the EU declaration of conformity is available at the following In ternet address, https://www.datacard.com/productcompliance.

Intentional Radiator Information

Effective Radiated

Description/Model Number FCC ID Frequency

PX10 Supplies RFID GDI-Q20010 13.56MHz 9.16E-06 PX30 Supplies RFID GDI-Q30030 13.56MHz 9.16E-06 Central Issuance Supplies

RFID LX30, RX10 Supplies RFID GDI-506241001 13.56MHz 3.03E-05 EX30 Supplies RFID GDI-Q30130 13.56MHz 9.16E-06 FP65 Supplies RFID GDI-Q10055 13.56MHz 3.65E-05 Central Issuance Smartcard

Coupler

GDI-SID004 13.56MHz 1.96E-07

GDI-50543001 13.56MHz 1.45E-05

Power (ERP) mW

EMC Compliance Notice:

For model RX10/Multi-hopper configurations, to ensure c ompliance with Conducted Immunity standard EN61000-4-6, use USB cables no longer than three meters in length.

Notice for Australia

This is a Class A product. In a domestic environment this pr oduct may cause r adio int erf erence, in which case the user may be required to take adequate measures.

Notice for China (Simplified Chinese)

警告

此为 A 级产品，在生活环境中，该产品可能会造成无线电干扰。在这种情况下，可能需要用户对干扰采取切实可行的措施。

Notice for Taiwan (Traditional Chinese)

Notice for Japan

Japanese Voluntary Control Council for Interference (VCCI) class A statement

Korea Communications Commission (KCC) statement

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.

WARNING: This product can expose you to chemicals including Di(2-ethylhexyl)phthalate (DEHP), which is known to the State of California to cause cancer, and Di(2-ethylhexyl)phthalate (DEHP) and Butyl benzyl phthalate (BBP), which are known to the State of California to cause birth defects or other reproductive harm. For more information go to www.P65Warnings.ca.gov and www.datacard.com/CalifPropWarning.

California Lithium Perchlorate Warning

Perchlorate Material - special handling may apply. See www.dtsc.ca.gov/hazardouswaste/ perchlorate.

This notice is required by California Code of Regulations, Title 22, Division 4.5, Chapter 33: Best Management Practices for Perchlorate Materials. This product/part includes a battery that contains Perchlorate material.

Battery Precaution

CAUTION: Risk of explosion if battery is replaced by an incorrect type. Dispose of used

batteries according to the instructions. ATTENTION: Risque d’explosion si la batterie est remplacée par un type de batterie incorrect.

Jetez les piles usagées selon les instructions.

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Revision Log

CR825 and CE875 Instant Issuance System 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 multi-hopper support. C September 2017 Updated multi-hopper information. D July 2018 Added modular single hopper support and general updates.

Contents

Chapter 1: Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

About This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Intended Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Technical Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Chapter 2: About the Printer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

About the CR825 and CE875 Systems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

The Front and Right Side of the Printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Single-Hopper Printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Multi-Hopper Printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5

Multi-Hopper Cartridge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

The Left Side of the Printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

The Back of the Printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Inside the Printer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Printer Configuration Label . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Multi-Hopper Configuration Label. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Single Hopper Configuration Label. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Chapter 3: Using the Printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Printer Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Equipment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Tasks and Users. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Secure Encryption. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Use the Front Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Power Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Down Arrow, Up Arrow, and Enter Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

User Button and Light . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Ribbon Light . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Card Light. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Use the LCD Panel Menus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Retrieve the Printer’s Network IP Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Print a Test Card. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Select a Card Stock . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Select a Color Mode. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Load and Replace Supplies. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Load Cards. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Single-Hopper Printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Use the Exception Slot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Multi-Hopper Printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Use the Multi-Hopper Exception Slide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Replace the Ink Ribbon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .32

Replace the Cleaning Sleeve . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Replace the Retransfer Film . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Chapter 4: Print Cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Before You Begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Print Cards from CardWizard Software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Chapter 5: System Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Maintain the Printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Clean the Printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Clean the Printhead Cam Rollers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Clean the Inside of the Printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Single-Hopper Printer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Multi-Hopper Printer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Start the Cleaning Cycle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Clean the Printhead . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Empty the Printer Reject Tray . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Chapter 6: Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Locate a Problem Within the Card Production System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Locate a Problem with Basic Printer Functions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Installation Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Card Appearance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Tools for Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Something did not print. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Print quality concerns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Magnetic Stripe Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .61

Embosser Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Indent Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Topping Foil Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Advanced Troubleshooting Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Printer Card Jams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Clear a Card Jam in the K1 Horizontal Transport . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Single-Hopper Printer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Multi-Hopper Printer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Clear a Card Jam in the K2 Vertical Transport. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Clear a Card Jam in the Flipper Module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Repair a Broken Ink Ribbon or Retransfer Film . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Messages and Conditions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Messages on the Printer LCD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Printer Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .68

Embosser Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Messages from Printer Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Other Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

xii

Respond to Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Printer Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Close and lock doors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

100: Request not supported. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

103: Printer problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

104: Critical problem. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

105: Magstripe data error. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

106: Magstripe data not found . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

107: Magstripe read data error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

108: Magstripe read no data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

111: Card not picked . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

112: Card hopper empty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

113: Close cover to continue. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

114: Cover opened during job . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

116: Magstripe not available. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

117: Reader not available . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

120: User paused the printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

122: Magstripe format problem. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

149: Option not installed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

150: Print while unlocked . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

151: Failed to lock . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .77

152: Insert new card side 2 up. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

153: Insert same card side 2 up. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

166: C2 supply out or missing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

167: C2 supply not identified . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

168: C2 supply not supported . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

170: Insert new card side 1 up. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

171: Insert same card side 1 up. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

172: Insert cleaning card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

173: Improper shutdown. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

175: C2 supply error. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

176: C2 supply type error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

222: Firmware version mismatch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

228: C1 printhead error. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

229: C2 heat sensor error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

230: C2 heater error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

231: C2 heated roller motion error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

232: Retransfer debow error. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

233: Smart card contact fail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

234: K1 transport card jam. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

235: K2 transport card jam. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

236: Flipper module rotate error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

237: C1 supply out or missing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

238: C1 supply not identified . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

239: C1 supply not supported . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

xiii

240: C1 supply error. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

241: C1 supply type error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

242: RT1 reject tray full. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .83

243: Card lost . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

245: Configuration error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

275: Multi-hopper error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

276: Multi-hopper card jam . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

277: Multi-hopper pick error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

Embosser Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

125: Emboss critical error. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

126: Emboss format error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

127: Emboss transport error. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

128: Embosser card jam . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

129: Embosser topper jam . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

130: Embosser card entry jam . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

131: Embosser card exit jam. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

132: Embosser card stack full . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

133: Embosser card reject full . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

135: Indent ribbon supplies out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

136: Indent ribbon break . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

137: Embosser wheel error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

138: Embosser indent error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

139: Lost card, open emboss cover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

140: Embosser not available. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

141: Close emboss cover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

142: Emboss cover error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

143: Topping foil problem. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

144: Topping foil out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

145: Topping foil type problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

146: Topping foil support err . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

147: Topping foil no tag found. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Driver-Only Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

518: Unable to print. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Appendix A: CE875 Instant Issuance System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-1

About the Embosser . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-1

Outside the Embosser. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-2

Embosser Top, Front, and Right Side . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-2

Embosser Back and Left Side . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-3

Inside the Embosser . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-4

Embosser Configuration Label. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-5

Load Embosser Supplies. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-6

Load the Indent Ribbon Cartridge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-6

Load the Topping Foil Cartridge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-8

xiv

Empty the Embosser Reject Tray . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-9

Clear an Embosser Card Jam . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-10

Repair Broken Indent Ribbon or Topping Foil. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-11

xvi

Chapter 1: Introduction

About This Manual

This manual provides user information for the Entrust Datacard™ CR825™ and CE875™ Instant Issuance System. 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.

 How to perform routine maintenance and troubleshooting tasks.

An additional Installation and Administrator’s Guide is available f or use by administr ator s or other professionals responsible for setting up the printer. Refer to the Owner’s Library CD.

Intended Audience

The manual is intended for the printer opera tor who is responsible f or printing c ards, loading and replacing supplies, maintaining the printer, and troubleshooting error conditions.

Technical Support

Use the following to contact Entrust Datacard Technical Phone Support.

Americas +1 800.328.3996 or

EMEA (Europe, Middle East, Africa) +44 1489555627 Asia Pacific +852 2821 0126

+1 952.988.2316

CR825 and CE875 Instant Issuance System User’s Guide 1

2 Introduction

Chapter 2: About the Printer

This chapter describes how to identify and access the components of the CR825 and CE875 Instant Issuance Systems.

About the CR825 and CE875 Systems

The CR825 and CE875 instant issuance sy stems use r etransf er t echnology to produce high-quality, over-the-edge 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 retransfer printing process uses two types of supply: a color pigment ink ribbon and a retransfer film. Heat from a thermal printhead causes the ink pigment to release from the ribbon and adhere to the retransfer material. The film is then bonded to the card using a heat and pressure process that also applies the film to the edges of the car d. The printer also has the ability to apply two layers of the retransfer film on the front side or on both sides of a card, f or added durability.

The printer supports several types of c olor ink ribbon. The ribbon typic ally c on tains the following panels: cyan, magenta, yellow, black, and primer (CMYKP). Ink ribbons also may include an inhibitor panel that prevents an y ink or retr ansf er material fr om being applied to areas of the card that have a magnetic stripe or signature panel. Refer to the printer’s Installation and Administrator’s Guide for a list of ink ribbons available for the printer.

The printer prints at a resolution of 600 x 600 dpi. It can print on one side or both sides of the card. It also can encode data on a magnetic stripe or a smart card chip. Magnetic stripe and single-wire smart card capabilities are standard.

The printer is manufactured without an input hopper, which allows you to install either a 125card single hopper, or a multi-hopper with six input hoppers, each with a 125-card capacity. An optional 125-card output hopper also is available and can be installed without tools on singlehopper CR825 systems. In addition, an optional upgrade kit allows y ou to inst all a Wi-Fi Dongle in the printer.

The CE875 system includes an embosser that cr eates the r aised lett ering and numbering found on financial cards (refer to Appendix A: "CE875 Instant Issuance System” for complete information).

Refer to “Printer Configuration Label” on page12 for more information about identifying the factory-installed options in the printer.

CR825 and CE875 Instant Issuance System User’s Guide 3

Input Hopper

Output Hopper

Front Panel

Printer Access Door

Access Door Handle

Input Hopper Lock

Access Door Lock

The Front and Right Side of the Printer

Use the following sections to become familiar with the printer.

Single-Hopper Printer

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.

Output Hopper The output hopper holds up to 25 completed cards. Front P a nel The front panel allows you to work with the print er. It includes

the P

OWER button, the USER button, status lights, and the LCD

panel with navigation keys. Refer to “Use the Front Panel” on

page 19 for a description of the front panel items.

Input Hopper Lock The input hopper lock secures the input hopper. The lock can

be opened using a key or a command from your card personalization software.

Sending a command to open the lock opens all locks on the printer and on any attached component.

4 About the Printer

Multi-Hopper Lock

Input Hoppers 1–6

Output Hopper

Cartridge Release Buttons

Lock Bar Release Button (B1)

Hopper Lock Bars

Exception Slide

Printer Access Door The access door provides access to the printer supplies and t o

Access Door Handle The handle allows you to open the printer access door. Access Door Lock The lock secures the printer access door. Unlock the door to

Multi-Hopper Printer

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 Ref ere nce Guide, which contains instructions for performing routine printer tasks.

access the inside of the printer. The lock can be opened using the key or through a command issued by an application.

Sending a command to open the lock opens all locks on the printer and on any attached component.

Input Hoppers 1 – 6 Each hopper cartridge in the multi-hopper holds up to 125

cards (0.030 in. or 0.762 mm thickness).

Output Hopper The output hopper holds up to 25 completed cards.

CR825 and CE875 Instant Issuance System User’s Guide 5

Multi-Hopper Lock The multi-hopper lock secures all six input hoppers. The lock

can be opened using a key or a command from your card personalization software.

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. Slide the button to the left to release the bars. You must have unlocked the multi-hopper using the key or a software command before the lock bars can be released.

Hopper Lock Bars The lock bars rotate to the left to allow access to the hopper

cartridge doors, so that you can load cards into the cartridges.

Cartridge Release Buttons The cartridge release buttons allow you to remov e the

cartridge from the multi-hopper unit. Push in the buttons, squeeze the cartridge, and pull it out from the multi-hopper.

Notes:

 You do not need to remove a hopper cartridge to load

cards.

 Hopper cartridges can be removed for secur e storage.

Exception Slide The exception slide allows you to insert a single card into the

printer without unlocking the multi-hopper or opening a hopper cartridge. Refer to “Use the Multi-Hopper Exception

Slide” on page 32.

6 About the Printer

Cartridge Door Release Button

Cartridge Door

Label Retainer

Card Weight

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.

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.

Card Weigh t The card weight maintains a downward pressure on the loaded

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

Note: Do not place the cards on top of the card weight.

Label Retainer The label retainer allows you to insert a paper label inside the

cartridge door. Use a label to identify the cartridge number or the type of cards loaded in each cartridge. Use a flathead screw driver to open the label retainer door.

CR825 and CE875 Instant Issuance System User’s Guide 7

Data Port

Network Connection

USB Connection

Power Connection

Smart Card/Bar Code Reader USB Connection

Cable Lock Receptacle

Wi-Fi Mounting Cover

The Left Side of the Printer

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 bef ore

attaching the optional cable lock.

Smart Card/Bar Code Reader USB Connection

The connection allows you to connect a loosely coupled smart card reader and bar code reader (used by some printers) to the computer.

Data Port The data port allows you to connect the printer to another

component, such as the embosser.

Network Connection The network connection allows you to connect the printer

to an Ethernet network.

USB Connection The USB connection allows you to connect the printer

directly to a computer.

Wi-Fi Mounting Cover The mounting cover in Wi-Fi ready syst em enclosures allows

you to install the optional Wi-Fi Dongle in the printer. Refer to the Wi-Fi Upgrade Installation Instructions for complete information.

8 About the Printer

Rear Access Door

Printer Access Door

Rear Door Fan

The Back of the Printer

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 Doo r Fan The fan provides ventilation in the printer to cool the card

after the retransfer process.

CR825 and CE875 Instant Issuance System User’s Guide 9

Manual Advance Knob (K1)

Ink Ribbon Cartridge (C1)

Ink Ribbon Cartridge Release Button

Retransfer Film Cartridge (C2)

Retransfer Film Cartridge Release Button

Manual Advance Knob (K2)

Vertical Transport Area

Rear Access Door Release (K3)

Inside the Printer

Ink Ribbon Cartridge (C1)

The ink ribbon cartridge (C1) holds the ink print ribbon.

(blue) Retransfer Film Cartridge (C2)

The retransfer film cartridge (C2) holds the retransfer film.

(yellow) Cartridge Release Buttons The ink ribbon and retransfer film cartridge release buttons

allow you to remove the cartridges from the printer for loading or error recovery. Press the release button and pull out the cartridge from the printer.

Vertical Transport The vertical transport area houses the magnetic stripe unit

and the smart card reader.

10 About the Printer

Printhead

Cleaning Spindle (C3)

Reject Tray (RT1)

Retransfer Station

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.

The following illustration shows the inside of the printer when the ink ribbon and retransfer cartridges are removed.

Printhead The printhead prints the card data on the retransfer film

using the ink ribbon.

Cleaning Spindle (C3) The cleaning spindle (C3) holds the replaceable cleaning

sleeve, which removes dust and other particles from cards to maintain print quality.

CR825 and CE875 Instant Issuance System User’s Guide 11

Configuration Label

Retransfer Station The retransfer station houses the heat ed 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 51.

Note: If your system includes an embosser, the printer reject tray is not used. Cards are placed in the embosser reject tray. Refer to “Inside the Embosser” on page A-4.

Printer Configuration Label

The printer system configuration label shows the components installed when the printer was built. It provides information that is useful when requesting service. The label is located on the inside of the printer access door, and on the printer frame behind the retrans f er film cartridge (you must remove the cartridge to see the label).

The label shows the following information:

 Printer model and serial number  Configuration, which includes the factory-

installed options in the printer

 Date and country of assembly  MAC address to use when the printer is connected via an Ethernet network

Additional labels may be attached to the printer to indicate components installed by the dealer or sales group after the printer was manufactured.

12 About the Printer

Option Configuration Code Input Hopper H0=No Hopper (Modular Single Hopper or Multi-Hopper Ready)

H1=125 Card Input Hopper

Duplex D1=Duplex Magnetic Stripe M1=ISO

M2=JIS

Smart Card S13=Duali Single-Wire Locks L1=H1 Lock Wi-Fi W1=Wi-Fi Dongle

blank=No Wi-Fi

CR825 and CE875 Instant Issuance System User’s Guide 13

Multi-Hopper Configuration Label

Printer Configuration Label

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.

The label shows the following information:

 The name of the multi-hopper module  Serial number  Part number  Configuration code  Date and country of assembly

14 About the Printer

Single Hopper Configuration Label

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.

The label shows the following information:

 Serial number  Part number  Configuration code  Date and country of assembly

CR825 and CE875 Instant Issuance System User’s Guide 15

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

16 About the Printer

Chapter 3: Using the Printer

This chapter describes how to perform the basic tasks required to operate the printer.

Printer Overview

The CR825 and CE875 Instant Issuance System 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 Datacard® CardW izard® issuan ce software.

The CR825 and CE875 systems wo rk with CardWiz ard issuance softw are, which pr ocesses the

card data and obtains the needed authorization from the financial system that manages

customer accounts. CardWizard software links to the int erface used at the issuance sites.

 Capture devices (optional), such as a signature capture pad or PIN pad.  The printer with supplies and a facility power source.  A network data connection between the printer and PC.

CR825 and CE875 Instant Issuance System User’s Guide 17

Tasks and Users

Typical roles in a card personalization s ystem include:

 The operator, who makes cards, loads supplies, and handles minor problems such as card

jams.

 The system administrator, who sets up the card printer and other hardware, sets up card

designs, configures card production software, and identifies the best use of the card printer in the organization

Secure Encryption

Secure encryption means that all data entered is converted into a secure form of code by your software application before it is sent to the system. The print er decrypts the code and sends the data to the magnetic stripe or smart card chip on the card.

The printer can use advanced TLS 1.1 and 1.2 encryption that supports the AES-256 (Advanced Encryption Standard) and 3DES (Triple Data Encryption Standard). Refer to the printer’s Installation and Administrator’s Guide for more information about using secure printing.

18 Using the Printer

Status Lights

Ribbon Cards

User Light & User Button

Up Arrow

Enter

Down Arrow

Power Button

LCD Panel

Use the Front Panel

The front panel of the printer provides the controls you need to operate the sy stem. The front panel controls are described in detail in the following sections.

Power Button

Press the POWER button for 1 to 2 seconds to po wer on the printer. All lights show steady amber while the printer powers on.

T o pow er off the prin ter, press the P

OWER button for 1 to 2 seconds until the print er begins to shut

down. T o power of f the sys tem while processing cards, pr ess the button f or 2 or more seconds. Card jobs

in the printer do not complete and are sent to the reject tray.

We recommend that y ou do not unplug the printer power cord to power off the printer.

Down Arrow, Up Arrow, and Enter Key

Use the arrow keys to move through the printer menu system, and the ENTER key to make a selection.

Press the up or down arrow key while the LCD panel displays Ready to display additional information about the printer on line 2, including the firmware version, printer model, serial number, IP address, and supply part numbers. If the system includes an embosser, the embosser firmware version and serial number also display. If you do not press a key for 30 seconds, the LCD panel returns to the default Ready message.

CR825 and CE875 Instant Issuance System User’s Guide 19

User Button and Light

The printer’s USER button displays with a border of light that indicates the s ystem status. Use the

SER 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.  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. Refer to “Messages and Conditions” on page 68 for a list of the LCD messag es tha t correspond to the U

Light Description

Off The printer is off or suspended. Green The printer is ready. Blinking green The printer is busy.

Amber The printer is not ready.

Blinking amber The printer has an error.

SER light.

OR An attached component has an err or.

OR The P

the printer.

OWER button was pressed to turn off

Color Cycle: Amber, Green, Light Green, Off

The printer is not ready or a secure door on the printer is unlocked. The colors cycle quickly.

Close and Lock Doors displays on the LCD panel if no other message is present.

20 Using the Printer

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 68 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

Blinking green There is a problem with a supply in an

following:

 A problem with a printer supply.  The printer supply level is low. The light

blinks slowly (every 2 seconds).

 The printer supply is out. The light blinks

quickly (every 1/2 second).

attached component.

Card Light

The card light indicates the status of cards in the printer or an attached component. Indicators include the following. Refer t o “Messages and Conditions” on page68 for a list of the LCD messages that correspond to the card light.

Light Description

Off Cards are okay.

Blinking amber A blinking light indic ates either of the

Blinking green There is a card problem in an attached

following:

 No card is detected for the print job.

Insert a card to continue printing.

 A scheduled printer cleaning is due.

Insert a cleaning card now, or set aside time to run a cleaning card.

component.

CR825 and CE875 Instant Issuance System User’s Guide 21

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

page72.

22 Using the Printer

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 E

NTER 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 lock s.

 Use the Status menu to see settings and data about the printer.  Use the Configuration menu to change se ttings.  Use the Activate menu to enable or disable the printer.

The Activate menu is used only during installation or r emoval of financial sy stems that require activation.

HINTS & TIPS

 You can access the menu system when Ready displays on line 1 of the LCD panel.  The printer returns to the Ready status after 2 minutes of no activity. Changes that have not

been applied are lost.

 To leave a selection without changing the value, press the up or down arrow key until Exit

displays, and then press E

NTER.

Retrieve the Printer’s Network IP Address

You must know the printer IP address to perform some t asks. For example, you mus t en ter the printer IP address when you define the prin ter to the CardWizard Administrator. You also use the IP address when launching Printer Manager, the printer’s web interface, from a browser window.

To display the IP address, you can do one of the following:

 Press the up or down arrow key while the printer displays Ready. Refer to “Down Arrow, Up

Arrow, and Enter Key” on page 19.

 Use the LCD menu system Status menu.

If the printer is configured to use a static IP address, the printer’s front panel displays the address even when the printer is not connected to a netw ork. In addition, the L CD displays a “+” if the network is active, or a “-” if the network is inactive, as a prefix t o the static IP address.

CR825 and CE875 Instant Issuance System User’s Guide 23

Do the following to display an IP 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 P

OWER button to power on the printer, if necessary.

2. Access the Status menu in the LCD menu: a. Press the U

b. Press E

SER button to suspend the printer.

NTER to enter the menu system.

c. Press the down arrow to display Status on line 2.

d. Press E

NTER to enter the Status menu.

e. Press the down arrow until Network IPv4 displays on

line 2.

f. Press E

NTER to display the Network IPv4 menu.

3. Press the down arrow until IP Address displays on line 2.

24 Using the Printer

4. Press E

5. Press E

NTER to display the IP address. Record the IP address.

NTER to return to the Network IPv4 menu. Subnet Mask

displays on line 2.

6. Press E

7. Press E

NTER to display the subnet mask. Record it, if necessary.

NTER to return to the Network IPv4 menu. Gateway

Address displays on line 2.

8. Press E

NTER to display the gateway address. Record it, if

necessary.

9. Press E

NTER to return to the Network IPv4 menu.

10. Press the down arrow to scroll to Exit on line 2.

11. Press E

to Ready. The U

NTER. Then, press the USER button to return the printer

SER button glows green.

CR825 and CE875 Instant Issuance System User’s Guide 25

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. Ref er to “Load and R eplace Supplies” on page29 for complete information.

1. Begin with the printer Ready. The U

SER button shows steady

green.

2. Press the U

SER button to display Suspended on line 1 of the

LCD panel.

3. Press E

4. Press E

NTER to enter the menu system.

NTER to enter the Maintenance menu.

5. Press the down arrow until Test Card displays on line 2.

6. With Test Card displayed on line 2, press E

NTER to displ ay Start

on line 2.

7. Press E

NTER to print the test card.

After the card prints, the printer returns to Ready.

26 Using the Printer

Select a Card Stock

The printer can have up to ten dif fer ent card st ocks defined. Fo r example, one car d stock might be used for a general ID car d, while others ar e used for a re tail car d or a financial debit or credit car d. Refer to the Printer Manager section of the printer’s Ins tallation and Administrator’s Guide for more information about card stocks.

You can use the front panel menus to specify the card stock that is loaded in the input hopper or in each multi-hopper cartridge, or the card stock that will be inserted using the exception slot.

Do the following to select the card stock loaded in the input hopper.

1. Press the U

SER button to display Suspended on line 1 of the LCD

panel.

2. Press E

NTER to enter the menu system.

3. Press the down arrow to display Configuration on line 2.

4. Press E

NTER to enter the Configuration menu.

5. Press the down arrow until Hopper display s on line 2, and then

press E

NTER to displ ay the Hopper menu.

6. Press the down arrow until the correct hopper

displays on line2. You can specify a card stock for hoppers 1 through 6 in a multi-hopper printer.

7. Press E

NTER to select the card stock loaded in the

input hopper.

8. Press the down arrow until the card stock displays,

and then press E

CR825 and CE875 Instant Issuance System User’s Guide 27

NTER to save your selection.

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 sit e. The color modes are calibrated and installed in the printe r 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. Press the U

SER button to display Suspended on line 1 of the

LCD panel.

2. Press E

NTER to enter the menu system.

3. Press the down arrow to display Configuration on line 2.

4. Press E

NTER to enter the Configuration menu.

5. Press the down arrow until Color Mode displays on line 2, and

then press E

NTER to display the Color Mode menu.

6. Press the down arrow until the color mode you want to use

displays on line 2, and then press E

NTER to save your

selection.

28 Using the Printer

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 appropriat e cartridges, and load a cleaning sleeve into the printer.

If your system includes an embosser, also load topping foil and indent ribbon into the embosser. Refer to “Load Embosser Supplies” on pageA-6 for information about loading the embosser supplies.

Load Cards

Do the following to load cards in the input hopper. If you plan to insert cards manually using the exception slot, keep a supply of blank cards available.

 Cards can stick together. Slide or fan the cards to separate the edges before placing them in

the input hopper. Handle cards by their edges only, or wear gloves.

 Insert ISO magnetic stripe cards with the stripe (back side) facing down and to the right.  Insert smart cards with the smart card chip facing up and toward the back of the hopper.

A diagram inside the input hopper shows the correct orientation for each type of card.

Single-Hopper Printer

1. Unlock the input hopper lock and open the input

hopper door.

2. Load the cards into the input hopper. The hopper can

hold up to 125 cards.

3. Close and lock the input hopper.

CR825 and CE875 Instant Issuance System User’s Guide 29

Use the Exception Slot

The exception slot allows you t o insert a single card, such as a different ca rd 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. Unlock the multi-hopper lock.

2. Slide the lock bar release button (B1)

to the left to release the hopper lock bars.

3. Rotate a lock bar to the left to

provide access to the multi-hopper input cartridge that you want to load.

30 Using the Printer

Card Weight

Cards

4. Press the cartridge release button at

the top of the cartridge and open the cartridge door.

5. Lift the card weight to the top of the

cartridge and gently pull it forward until it locks in position.

6. Load the cards into the input hopper

cartridge.

You do not need to remove the cartridge from the multi-hopper.

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.

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.

Caution: The lock bars, lock bar release button, and the multi-hopper door lock all must be in the lock position for the printer to opera te. If any of the locks are left in the unlock position, the printer issues an error. You must unlock and re-lock all locks to clear the error and place the printer in Ready status.

CR825 and CE875 Instant Issuance System User’s Guide 31

Use the Multi-Hopper Exception Slide

Use the exception slide to insert a single card in to the print er without unlocking the multi-hopper or opening a hopper cartridge.

1. Pull the exception slide out from

the multi-hopper.

2. Insert the card into the exception

slide tray.

3. Push the exception slide back into

the multi-hopper.

The card is pulled into the printer to complete the job.

Replace the Ink Ribbon

Replace the ink ribbon when the ribbon runs out.

1. Unlock the access door lock 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.

32 Using the Printer

Isopropanol Cleaning Card

Ink Ribbon

Cleaning Sleeve

4. Remove both used spools from the cartridge. a. Press the blue latch butt on and slide the

used supply spool out from the cartridge.

b. Press the silver latch butt on and slide the

full take-up spool out from the cartridge.

c. Follow your site’s guidelines to properly

discard the used ink ribbon.

5. Clean the printer.

Each ink ribbon package con tains an isopropanolcoated cleaning card. We recommend that you clean the printhead cam rollers using the doublesided, sticky cleaning card (ordered separately) first. Then use the sticky cleaning card to clean a single-hopper printer, or the isopropanol cleaning card to clean a multi-hopper printer.

Refer to “Clean the Printer” on page 44 for complete information about the cleaning process.

Make sure that you clean the prin ter each time you install a new ink ribbon. We recommend that you clean the printer after every 500 cards processed, or more often as needed, so you may need to run a cleaning card between ribbon changes.

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 page35.

CR825 and CE875 Instant Issuance System User’s Guide 33

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.

b. Route the ink ribbon around the rollers

on the cartridge. A diagram on the cartridge shows the correct routing pattern.

c. Slide the empty silver take-up spool onto

the cartridge until it clicks into place.

d. Turn the take-up spool clockwise just

enough to take up any slack in the ribbon.

8. Continue with “Replace the Cleaning Sleeve”.

34 Using the Printer

Cleaning Spindle

Cleaning Sleeve

Replace the Cleaning Sleeve

The cleaning sleeve helps maintain print quality by removing dust and other particles from cards before they tr avel 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. Lift up the cleaning spindle handle (C3)

and pull it straight out from the printer.

b. Remove the used cleaning sleeve from

the cleaning spindle and discard it.

2. If you have not already done so, run a

cleaning card through the printer. Refer to

“Clean the Printer” on page 44 for complete

information about the cleaning process.

3. Load the new cleaning sleeve. a. Slide the new cleaning sleeve onto the

cleaning spindle.

b. Remove the protective wrapper from the cleaning sleeve.

CR825 and CE875 Instant Issuance System User’s Guide 35

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.

36 Using the Printer

Replace the Retransfer Film

Replace the retransfer film when the film runs out.

1. Unlock the access door lock and open the printer access door.

2. Press the retransfer film c artridge release

button and remove the yellow retr ans f er 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. Press the silver latch butt on and slide

the full take-up spool out from the cartridge.

c. Follow your site’s guidelines to

properly discard the used retransfer film.

5. Remove the new roll of retransfer film from its

package. Hold the film cores and pull them up from the package base.

CR825 and CE875 Instant Issuance System User’s Guide 37

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.

c. Slide the empty silver take-up spool

onto the cartridge until it clicks into place.

d. Turn the take-up spool

counterclockwise just enough to take up any slack in the film.

38 Using the Printer

7. Remove any incomplete or rejected cards from the reject tray. Refer to “Empty the Printer

Reject Tray” on page 51 for mo re in formation.

8. Replace the retransfer film cartridg e in the

printer.

9. Close the printer access door and lock the

printer.

CR825 and CE875 Instant Issuance System User’s Guide 39

40 Using the Printer

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.

Before You Begin

Before you st art to print cards, mak e 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 page32 and

“Replace the Retransfer Film” on page37. If your system includes an embosser, refer to Appendix A: "CE875 Instant Issuance Sys tem” for information about preparing the embosser.

 The card design is set up. If you need to set up or modify the design, refer to “Elements of

Card Design” in the printer’s Installation and Administrator’s Guide, and the documentation for your card personalization software.

The CR825 and CE875 instant issuance systems use Car d Wizard software to create and print cards. CardWizard software is a centralized application that processes card data and obtains the needed authorization from the financial system that manages customer accounts.

CardWizard software performs the following functions:

 Prepares card data  Links to financial software, so cards issued are linked with customer accounts  Manages security

Refer to “Pr int Cards from CardWizard Software” on page 42 for instructions about how to send cards to the printer. Refer to your CardWizard documentation for complete information about how to set up card designs and use CardWizard software.

CR825 and CE875 Instant Issuance System User’s Guide 41

Print Cards from CardWizard Software

CardWizard issuance software is designed to work with your financial account management system to secur ely issue credit and debit cards that comply with industry standards.

1. Follow the CardWizard instructions to select a card design, and enter and save the data for

the card.

2. Send the card to the printer. CardWizard software performs verification, prepares the card

data for printing, and sends it to the printer.

42 Print Cards

Chapter 5: System Maintenance

This chapter provides information to help you maintain your printer for optimal performance.

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.

You can perform the following tasks to maintain the printer:

 Clean the Printer on page 44  Clean the Printhead on page 49  Empty the Printer Reject Tray on page51

If your printer system includes an embosser, refer to “Empty the Embosser Reject Tray” on

page A-9.

CR825 and CE875 Instant Issuance System User’s Guide 43

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 on a regular schedule 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, adhesive-coated (sticky) cleaning card that removes particles that r esult from

the retransf er process. Use the car d if you notice diminished print quality, such as a repeating pattern of spots on the card.

 A double-sided, isopropanol-coated cleaning card. An isopropanol-coated cleaning card is

included in each ink ribbon package.

Clean the printer:

 Each time you install a new roll of ink ribbon. Refer to “Replace the Ink Ribbon” on page 32.

 After every 500 cards processed.

 If you notice particles on completed cards, or if print quality diminishes.

You might need to run a cleaning card more often depending on your environment.

Keep additional cleaning supplies on hand to clean the printer when needed. Refer to the printer’s Installation and Administrator’s Guide to order additional cleaning cards.

Use the cleaning cards to do the following:

 Clean the Printhead Cam Rollers on page45  Clean the Inside of the Printer on page 46

44 System Maintenance

Sticky Cleaning Card

Ink Ribbon Cartridge

Guidepost

Sticky Cleaning Card

Printhead Cam Rollers

Move the cleaning card up and down

Clean the Printhead Cam Rollers

Use the double-sided, sticky cleaning card to clean the printhead cam rollers. Perform this procedure first.

1. Power off the printer, if necessary.

2. Unlock the access door lock and open the printer access door.

3. Remove the retransfer cartridge (C2) from the

printer.

4. Peel off the wrapper from one side of the sticky cleaning card.

5. Insert the cleaning card vertically into the printer between the retr ans fer cartridge guidepost

and the rollers. Make sure that the adhesive side of the card is facing to the right and is touching the rollers.

6. Move the cleaning card up and down along the rollers to remove any debris found on the

rollers.

7. Continue with “Clean the Inside of the Printer” on page 46.

CR825 and CE875 Instant Issuance System User’s Guide 45

Card Bow

Sticky Cleaning Card

Clean the Inside of the Printer

Use the following procedures to clean the inside of the printer. Clean the printer after you have cleaned the printhead cam rollers using the sticky cleaning card.

The cleaning cards may become bowed slightly during shipment. If a card is bowed, mak e sure that you insert the card into the printer as shown.

Single-Hopper Printer

1. Power on the printer, if necessary.

2. Unlock the input hopper lock.

3. Peel off the wrapper from the other side of the sticky cleaning

card.

4. Open the input hopper cover.

5. Remove any unprinted cards.

6. Insert the cleaning card into the input hopper.

7. Close and lock the input hopper.

8. Continue with “Start the Cleaning Cycle” on page 47.

46 System Maintenance

Isopropanol Cleaning Card

Exception Slide

Multi-Hopper Printer

1. Power on the printer, if necessary.

2. Open the isopropanol-coated cleaning card package and

remove the ca rd.

3. Pull out the multi-hopper exception

slide and insert the cleaning card.

4. Push in the exception slide.

Plan to clean the pr inter immediately. The cleaning card dries out if it is out of its package for more than a few minutes.

5. Continue with “Start the Cleaning

Cycle”.

Start the Cleaning Cycle

1. Use the LCD menu system to start the cleaning cycle. a. Begin when the printer displays Ready and the U

button shows steady green. Press the U Suspended displays on line 1 of the LCD panel.

b. Press E

c. Maintenance displays on line 2 of the LCD panel. Press

d. Cleaning Card displays on line 2 of the LCD panel. Press

NTER to enter the menu system.

NTER to enter the Maintenance menu.

NTER to enter the Cleaning Card menu.

SER

SER button.

e. Start displays on line 2 of the LCD panel. Press E

NTER to

start the cleaning process.

CR825 and CE875 Instant Issuance System User’s Guide 47

f. Insert cleaning card displays on the LCD panel. Press the

SER button to start the cleaning cycle.

U The printer moves the card through the printer several

times. If the vertical option is installed, the card moves into the vertical area and cleans the rollers loca ted there.

At the end of the cleaning cycle, the double-sided, sticky cleaning card can stick as it enters the printer reject tray (RT1). The isopropanol cleaning card is ejected into the printer reject tray.

When you clean a system with an embosser, the following occurs:

 On a single-hopper system, the sticky cleaning card enters the embosser

and stops on top of the emboss wheel. Open the embosser access door to remove the sticky cleaning card from the system. Remove the indent cartridge to access the card, if necessary.

 On a multi-hopper system, the isopropanol card moves into the embosser

and cleans the card entry area and embosser rollers. The cleaning card is ejected into the embosser reject tray. Open the embosser to remove the cleaning card.

2. Prepare the printer for use. a. Unlock the single input hopper. b. Replace the cards in the input hopper and close the hopper. c. Unlock the printer access door and open the door. d. Remove the ink ribbon cartridge (C1) from the printer. e. Install a new cleaning sleeve and replace the cleaning spindle in the printer. Refer to

“Replace the Cleaning Sleeve” on page35 for the steps to follow.

f. Load a new ink ribbon, if necessary. Refer to “Replace the Ink Ribbon” on page32 for

more information.

g. Remove the used cleaning card from the printer. h. Remove any rejected cards from the reject tray. Refer to “Empty the Printer Reject Tray”

on page 51.

i. Replace the ink ribbon and retransfer film cartridges and close the printer access door. j. Lock the input hopper and access door. k. Press the U

SER button to return the printer to Ready and

make it available to print cards again.

l. Discard the used cleaning card and cleaning sleeve.

48 System Maintenance

HINTS & TIPS

 Use each cleaning card one time only.  Change the cleaning sleeve each time you clean the printer or change the ink ribbon.

If the card light is blinking amber and there are cards in the input hopper, the printer’s configured cleaning count has been reached and it is time to clean the printer. The cleaning count is set in Printer Manager. Refer to the printer’s Installation and Administrator’s Guide f o r complete information about using Printer Manager.

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.

Do the following to clean the printhead:

1. Power off the printer.

2. Unlock the printer and open the printer access door.

3. Remove the ink ribbon and retransfer film

cartridges.

4. Open and remove a cleaning swab from its

package.

CR825 and CE875 Instant Issuance System User’s Guide 49

5. Using gentle pressure, move the cleaning swab back

and forth along the full length of the printhead edge until it is completely clean.

6. Replace the print ribbon and retransfer film

cartridges.

7. Close the printer access door and lock the printer.

8. Power on the printer.

9. Print a sample card to verify the quality of printing.

Refer to “Print a Test Card” on page 26 for more information.

HINTS & TIPS

 Avoid touching the printhead edge with your fingers.

Contamination due to skin oils eventually can damage the printhead.

 Avoid touching the printing edge of the printhead cartridge with any sharp objects that can

permanently damage the printhead.

 Use only the cleaning swab to clean the printhead. Other materials can stick to the printhead

and cause damage.

 Use a cleaning swab one time only. Discard it aft er you clean the printhead.

50 System Maintenance

Empty the Printer Reject Tray

The printer places rejected cards (unfinished cards or c ards that were not processed properly) in the reject tray. You should empty the r eject tra y whenever the r etr ansf er 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 and open the printer access door.

2. Remove the retransfer film cartridge from the

printer.

3. Remove the rejected cards from the r eject tr ay.

You do not need to remove the reject tray from the printer. You can access the cards in the tray when the retransfer cartridge is removed.

4. Replace the retransfer film cartridge in the printer.

5. Close the printer access door and lock the printer.

Follow your organization’s procedures to track the cards removed and to dispose of them properly.

If your system includes an embosser, the printer reject tray is not used. Cards are placed in the embosser reject tray. Refer to “Empty the Embosser Reject Tray” on

page A-9.

CR825 and CE875 Instant Issuance System User’s Guide 51

52 System Maintenance

Chapter 6: Troubleshooting

This chapter provides information to help you respond to card prin ter messages. It also explains how to clear card jams and how to recover from other errors.

This section helps you identify and fix basic issues that can occur during printing. Also refer to your CardWizard documen tation for additional troubleshooting information.

The section starts with an overview of card production and printer issues you may encounter:

 Locate a Problem Within the Card Production System on page54  Locate a Problem with Basic Printer Functions on page55

This section also describes troubleshooting for the following:

 Installation Problems on page 56  Card Appearance on page 57  Magnetic Stripe Troubleshooting on page61  Embosser Troubleshooting on page63  Printer Card Jams on page 64  Repair a Broken Ink Ribbon or Retransfer Film on page67  Messages and Conditions on page 68  Respond to Messages on page72

CR825 and CE875 Instant Issuance System User’s Guide 53

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.

 Card production software

Card production software forma ts the types of data used to print cards. Make sure that the card production software features you use work with your printer.

 Other components of the system

A system may include capture devices, such as a signature capture pad or PIN pad. The proper use and maintenance of these components is important to the quality of cards you produce.

54 Troubleshooting

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.  If the printer powers on, but Improper Shutdown displays on the LCD panel, press the

SER button for approximately two seconds. Ready should display.

 If the printer powers on but does not display Ready, the printer is not working properly.

Request service for the printer.

 If the printer does not power on, make sure that the printer power supply is working

properly. A light on the power supply indicates that it is functioning.

 If the power supply is working properly , request service for the printer from your

system administrator.

 If the power supply is not functioning, replace it and begin with step 1.

3. Print a test card. Ref er to “Print a Test Card” on page 26 for more information.

 If the test card prints, the printer is working correctly. Continue to step 4.  If the test card does not print, the printer is not w orking correctly. Request service for the

printer.

4. Connect the printer data cable, if necessary.

5. Print a card using your card production software.

 If the card prints, your software is working successfully with the printer. Tr oubleshoot 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.

CR825 and CE875 Instant Issuance System User’s Guide 55

Installation Problems

This section describes issues that prevent a successful installation and provides recommended solutions to those issues.

Problem Solution

The network cable is loose.

The printer displays Ready on the LCD panel, but it is not available.

The printer is not configured with the correct network address

Reconnect the data cable to the network port and the printer. Restart the printer.

Follow your network troubleshooting procedures to isolate and test each component of the computer-to-printer communication link.

Suggestions:

 Verify the computer -t o-network connection by accessing a

network resource, such as a network drive.

 The network administrator can test communication

between a server and the printer.

 Make sure that the user is logged on to the netw ork.

Make sure that the server name or IP address is entered in the Port Settings or Configure Port dialog box on the computer. For more informa t ion about retrieving the printer’s IP address, refer to “Retrieve the Printer’s Network IP Address” on page 23.

Make sure that Ready displays on the printer's LCD panel.

56 Troubleshooting

Card Appearance

Card appearance problems can be c aused by many dif f eren t f actor s. Click the link below that bes t describes the card appearance issue on the printed card.

 Something did not print  Print quality concerns on page 58

Tools for Troubleshooting

The tools for troubleshooting a problem include the supplies and equipment you use to print cards:

 Blank cards to print, used at several stages of troubleshooting  Ink ribbon and retransfer film  Indent ribbon and topping foil (for systems with an embosser)  Cleaning supplies, especially printer cleaning cards and a cleaning swab

Something did not print

Problem Probable Cause Solution

Nothing printed on the card.

The ink ribbon or retransfer film is loaded incorrectly.

The page size was not s et to the proper size.

Remove the supply and install it correctly.

Use your card production application to select the correct printer page size.

CR825 and CE875 Instant Issuance System User’s Guide 57

Print quality concerns

Problem Probable Cause Solution

One or more color or white streaks appear on the card.

Non-repeating color dots appear on multiple printed cards.

Repeating color dots appear on multiple printed cards.

One color panel is not aligned correctly with other color panels.

Card with darkly colored areas are not printing properly.

Dust or debris on the printhead.

Dust or debris on the ink ribbon or retransfer film.

Dust or debris on the cam rollers located opposite the printhead.

The ink ribbon or retransfer film is slipping.

The card includes very dark areas.

 Try printing another card as the dust may

no longer be on the printhead.

 Clean the printhead. Refer to “Clean the

Printhead” on page49.

 If the printhead is damaged, contact your

service provider.

Advance the ink ribbon or retransfer film, or install new supplies.

Clean the printhead cam rollers with an adhesive-coated cleaning card. Refer to

“Clean the Printhead Cam Rollers” on page 45.

Contact your service provider to adjust the tension on the ink ribbon or retrans fer film.

 If possible, change the design to use

smaller areas of dark color.

 Use a different color ink ribbon. Contact

your service provider for more information.

Color printing is darker than intended.

The black (K) panel of the ink ribbon is used to darken other colors, in

Refer t o “Elements of Card Design” in the printer’s Inst allation and Administrator’ s

Guide for suggestions and printing guidelines. addition to printing any black elements. The black ink is beneath the color (YMC) pigments when they are placed on the card.

58 Troubleshooting

Problem Probable Cause Solution

Part of the printed image is discolored or blurred.

The printed card has small unprinted areas.

The cards have fingerprints or debris on them.

 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 Inst allation and Administrator’ s Guide.

The transport rollers are dirty.

Run a cleaning card and replace the cleaning

sleeve. Refer to “Clean the Printer” on

page 44 and “Replace the Cleaning Sleeve” on

page 35.

The printhead is dirty. Clean the printhead. Refer to “C lean the

Printhead” on page49.

Unprinted cards have scratches.

Handle cards carefully. Refer to “Card Quality

Guidelines” in the printer’s Installation and

Administrator’s Guide. The transport rollers are

dirty.

Run a cleaning card. Refer to “Clean the

Printer” on page 44.

Wrinkles appear on the card.

The supplies are wrinkled.

The printer firmware is not current.

 Check the ink ribbon and retransf er film. If

either is wrinkled, advance the supply in the cartridge to an unwrinkled section.

 Replace the supplies, if necessary.

Update the printer to the current firmware

version. Firmware upda tes often con tain fix es

for common printing issues.

CR825 and CE875 Instant Issuance System User’s Guide 59

Problem Probable Cause Solution

The card has trapped dust or debris.

Retransfer material appears on the magnetic stripe, signature panel, or smart card chip.

Particles from the retrans fer process (flash) can accumulate inside the printer.

The card stock may ha ve embedded particles.

Blocking regions are not set up correctly.

Clean the printhead cam rollers and tr ansport

rollers. Refer to Clean the Printer on page44.

Note: You may need to run multiple cleaning

cycles to remove all particles from the prin t er.

Check your cards for def ects. Replace the card

stock, if necessary.

 Make sure that the blocking regions for

card featur es are set up properly. Use the blocking regions in your card design software, or define custom regions. Refer to “Non-Printing Areas” in the printer’s Installation and Administrator’s Guide.

Note: The location and dimensions of the blocking regions can vary depending on the card stock you use.

 Clean the printer. Refer to “Clean the

Printer” on page 44.

60 Troubleshooting

Magnetic Stripe Troubleshooting

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.

Cards do not have a magnetic stripe.

The card has dirt or damage on the magnetic stripe.

The magnetic stripe on the card is low-coercivity material and the High Coercivity setting is selected.

The magnetic stripe on the card is high-coercivity material and the Low Coercivity setting is selected.

Load ISO cards with the magnetic stripe (back side) facing down and to the right. Refer to “Load Cards” on page29.

Load magnetic stripe cards in the input hopper. If the cards have a magnetic stripe, check the quality of the cards. Change card stock, if needed.

Encode and send a new card to print. If an error message indicates a magnetic stripe problem, run a cleaning card to clean the magnetic stripe head. Refer to “Clean the Printer” on page 44.

To use the cards you have, select low-coercivity encoding. Refer to “MagStripeGeneral” in the printer’s Installation and Administrator’s Guide for more information. To encode with high coercivity, obtain cards manufactured for high-coercivity encoding.

To use the cards you have, select high-coercivity encoding. Refer to “MagStripeGeneral” in the printer’s Installation and Administrator’s Guide for more information. To encode with low coercivity, obtain cards manufactured for low-coercivity encoding.

The data for this job includes characters not allowed by the magnetic stripe format select ed for the track.

CR825 and CE875 Instant Issuance System User’s Guide 61

Cancel the current print job. Make sur e that you know which characters are allowed on the track. Change the data to be encoded, and resend the print job. Ref er to “Magnetic Stripe Design” in the printer’s Installation and Administrat or’s Guide for more information.

Problem Solution

The magnetic stripe data was sent in an encoding format not supported by the track.

The application sent track data for a track not supported by the magnetic stripe module.

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.

If the application and track are set to the same format, and the error message displays repeatedly, contact the application provider for assistance.

Verify the type of magnetic stripe option in the printer. If the printer label indicates a 3-track ISO module, you can

send data for tracks 1, 2, and 3. If the printer label indicates a single-tr ack JIS module, y ou can

send data for track 1. The magnetic stripe option and cards must be capable of

accepting and encoding each track of data sent by the card production software.

62 Troubleshooting

Embosser Troubleshooting

If your system is a CE875 instant issuance system, also check for the following.

Indent Problems

Problem Probable Cause Solution

The indent characters ar e very light.

The indent ribbon is loaded incorrectly or is not being taken up on the rollers.

Load the indent ribbon correctly. Refer to

“Load the Indent Ribbon Cartridge” on

page A-6 for more information. Con tact your

system adminis t rator if the problem

continues.

Topping Foil Problems

Problem Probable Cause Solution

The topping foil is very light.

The topping foil is loaded incorrectly.

The topper temperature is not hot enough.

Load the topping foil correctly.

Refer to “Load the Topping Foil Cartridge” on

page A-8 for more information.

Contact your system administra tor to adjust

the temperature of the topper mechanism.

Advanced Troubleshooting Tools

Printer Manager provides access to card design settings and additional troubleshooting tools. Printer Manager also allows you to perf orm advanced troubleshooting with the guidance of your service provider. Refer to the “Printer Manager” section in the printer’s Installation and Administrator’s Guide for more information.

CR825 and CE875 Instant Issuance System User’s Guide 63

K1 Manual Advance Knob

Printer Card Jams

A card jam occurs when the card does not reach the proper position for the ne xt 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 an embosser, refer to “Clear an Embosser Card Jam” on

page A-10.

Clear a Card Jam in the K1 Horizontal Transport

If message 234: “K1 transport card jam” displays, you usually can resolv e the error by pressing the U

SER button to move the card into the reject tray. If the error persists, do the following to

remove the card fr om the printer.

Single-Hopper Printer

1. Unlock the printer and open the printer access

door.

2. Remove the retransfer film cartridge.

3. Turn the K1 manual advance knob

counterclockwise to move the jammed card into the output hopper.

4. Remove the card through the output

hopper.

5. Replace the retransfer film cartridge and

close the printer access door.

6. Lock the printer.

7. Press the U

SER button on the printer to

clear the message.

64 Troubleshooting

K2 Manual Advance Knob

K3 Rear Access Door Release

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 ca rd.

5. Replace the ink ribbon and retransfer film cartridges.

6. Close the printer access door and lock the printer.

7. Press the U

SER button on the printer to clear the message.

HINTS & TIPS

Check the ink ribbon and retransfer film to make sure that they are not broken. Refer to “Repair a

Broken Ink Ribbon or Retransfer Film” on page67.

Clear a Card Jam in the K2 Vertical Transport

The vertical transport houses the magnetic stripe module and smart card reader. If message 235: “K2 transport card jam” displays, you usually can resolve the error by pressing the U button to move the card into the reject tray. If the error persis ts, do the following to remove the card from the printer.

1. Unlock the printer and open the printer

access door.

2. Press the K3 rear access door release to

open the rear access door.

3. Turn the K2 manual advance knob

counterclockwise to move the jammed card inside the vertical transport until it is accessible through the rear access door.

SER

CR825 and CE875 Instant Issuance System User’s Guide 65

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.

7. Press the U

SER 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 and open the printer access door.

2. Press the K3 rear access door release to open the rear

access door.

3. Reach into the flipper module and rotate

it until you can access the card.

4. Remove the card through the rear access

door.

5. Close the rear access door.

6. Close the printer access door and lock

the printer.

7. Press the U

SER button on the printer to

clear the message.

66 Troubleshooting

Ink Ribbon Cartridge

Retransfer Film Cartridge

Tape

Ink Ribbon

Retransfer Film

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 and open the printer access door.

2. Remove the cartridge with the damaged supply from the printer.

3. Trim the ends of the broken ribbon or film evenly.

Do not remove the used ink ribbon or retransfer film from the take-up spool. Removing, and then reinstalling, the supply on the take-up spool may cause

printing issues.

4. Align the ends of the broken media evenly and apply adhesive tape to secure them.

5. Turn the take-up spool until the mended portion is wound onto the spool two or three turns.

Make sure that the ink ribbon or retransfer film is routed as shown on the cartridge and that there are no wrinkles in the supply.

CR825 and CE875 Instant Issuance System User’s Guide 67

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.

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. Refer to the following for more information:

 Messages on the Printer LCD  Messages from Printer Manager on page72  Other Messages on page 72

Messages on the Printer LCD

All messages are associated with a print job. The print er issues messages that focus on rec overing from problems.

 The printer displays a message number and a short description for each message.  If asked by Technical Support, press the down arrow to display a service code that further

isolates the cause of the error.

 If more than one message was issued, the next message displays after you correct the

problem and press the U

 The lights on the front panel flash while messages display on the LCD panel.

Printer Messages

No. LCD Message User Light Supply Light Card Light

– Close and lock doors Color Cycle Off Off 100 Request not supported Amber Flash Off Off 103 Printer problem Amber Flash Off Off

SER button.

104 Critical problem Amber Flash Amber Flash Amber Flash 105 Magstripe data error Amber Flash Off Off 106 Magstripe data not found Off Off Amber Flash 107 Magstripe read data error Off Off Amber Flash

68 Troubleshooting

No. LCD Message User Light Supply Light Card Light

108 Magstripe read no data Off Off Amber Flash 111 Card not picked Off Off Amber Flash 112 Card hopper empty Off Off Amber Flash 113 Close cover to continue Amber Flash Off Off 114 Cover opened during job Amber Flash Off Off 116 Magstripe not available Amber Flash Off Off 117 Reader not available Amber Flash Off Off 120 User paused the printer Amber Flash Off Off 122 Magstripe format problem Amber Flash Off Off 149 Option not installed Amber Flash Off Off 150 Print while unlocked Amber Flash Off Off 151 Failed to lock Amber Flash Off Off 152 Insert new card side 2 up Amber Flash Off Off 153 Insert same card side 2 up Amber Flash Off Off 166 C2 supply out or missing Off Amber Flash Off 167 C2 supply not identified Off Amber Flash Off 168 C2 supply not supported Off Amber Flash Off 170 Insert new card side 1 up Amber Flash Off Off 171 Insert same card side 1 up Amber Flash Off Off 172 Insert cleaning card Off Off Amber Flash 173 Improper shutdown Amber Flash Off Off 175 C2 supply error Off Amber Flash Off 176 C2 supply type error Off Amber Flash Off 222 Firmware version mismatch Green Flash Green Flash Green Flash

CR825 and CE875 Instant Issuance System User’s Guide 69

No. LCD Message User Light Supply Light Card Light

228 C1 printhead error Amber Flash Off Off 229 C2 heat sensor error Amber Flash Off Off 230 C2 heater error Amber Flash Off Off 231 C2 heated roller motion error Amber Flash Off Off 232 Retr ansfer debow error Amber Flash Off Off 233 Smart card contact fail Amber Flash Off Off 234 K1 transport card jam Off Off Amber Flash 235 K2 transport card jam Off Off Amber Flash 236 Flipper module rotate error Amber Flash Off Off 237 C1 supply out or missing Off Amber Flash Off 238 C1 supply not identified Off Amber Flash Off 239 C1 supply not supported Off Amber Flash Off 240 C1 supply error Off Amber Flash Off 241 C1 supply type error Off Amber Flash Off 242 RT1 reject tray full Off Off Amber Flash 243 Card lost Off Off Amber Flash 245 Configuration error Green Flash Off Off 275 Multi-hopper error Green Flash Green Flash Green Flash 276 Multi-hopper card jam Off Off Green Flash 277 Multi-hopper pick error Off Off Green Flash

70 Troubleshooting

Embosser Messages

No. LCD Message User Light Supply Light Card Light

125 Emboss critical error Green Flash Green Flash Green Flash 126 Emboss format error Green Flash Off Off 127 Emboss transport error Green Flash Off Off 128 Embosser card jam Off Off Green Flash 129 Embosser topper jam Off Green Flash Off 130 Embosser card entry jam Off Off Green Flash 131 Embosser card exit jam Off Off Green Flash 132 Embosser card stack full Off Off Green Flash 133 Embosser card r e ject full Off Off Green Flash 135 Indent ribbon supplies out Off Green Flash Off 136 Indent ribbon break Off Green Flash Off 137 Embosser wheel error Green Flash Off Off 138 Embosser indent error Off Green Flash Off 139 Lost card, open emboss cover Off Off Green Flash 140 Embosser not available Green Flash Off Off 141 Close emboss cover Green Flash Off Off 142 Emboss cover error Green Flash Off Off 143 Topping foil problem Off Green Flash Off 144 Topping foil out Off Green Flash Off 145 Topping foil type problem Off Green Flash Off 146 Topping foil support err Off Green Flash Off 147 Topping foil no tag found Off Green Flash Off

CR825 and CE875 Instant Issuance System User’s Guide 71

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.  The Card Printer Driver can issue a message if a print job is sent to the printer using the

driver. Refer to “Driver-Only Message” on page89.

Respond to Messages

Messages display on the printer front panel LCD to identify various operational conditions and errors of card production on the system. You can respond to messages using the printer front panel buttons.

The messages that display are determined by the printer model and the options installed in the printer. The messages described in the following sections may not display on all printers.

Important! Always discard damaged, rejected, or partially printed cards according to your organization’s established procedures.

The following messages display on the printer LCD panel. Use the recovery instructions to respond to the message.

 Printer Messages on page73  Embosser Messages on page 84

72 Troubleshooting

Printer Messages

The following messages indicate a condition in the printer.

Close and lock doors

A secure door is physically unlocked on the sy stem.

1. Gently try to open all secure doors on the system.

2. Close any open door and lock the printer and/or embosser using the key.

100: Request not supported

The printer does not support the personalization being requested for the car d. The card will be canceled.

Change the card data to match the printer’s options and settings, or print to a printer that is configured to support the personalization being requested.

Press the U Send the card again.

SER button on the printer to clear the message.

103: Printer problem

The printer had an error. The card will be canceled.

1. Press the printer P

2. Press the POWER button again to power on the printer.

104: Critical problem

The printer had a serious error. The card will be canceled.

1. Press the printer POWER button to power off the printer.

2. Request service.

The system must remain powered off.

OWER button to power off the printer.

CR825 and CE875 Instant Issuance System User’s Guide 73

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 U

SER button on the printer to clear the message and send the card to print ag ain.

HINTS & TIPS

 The card might have been loaded into the input hopper the wrong way. A diagram inside the

input hopper shows the correct orientation.

 The card might not have a magnetic stripe.

106: Magstripe data not found

The printer did not find magnetic stripe data on 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 U

SER button on the printer to clear the message and send the card to print ag ain.

HINTS & TIPS

 The card might not match printer settings or the data sent.  Ask the system administrator to v erify that the c ar d, the data, and the printer settings match.

107: Magstripe read data error

The printer failed to read the magnetic stripe data from 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 U

SER button on the printer to clear the message. Send the card job to the printer ag ain.

HINTS & TIPS

 The data might use a different format than the current printer set ting.  Ask the system administrator to verify that the card, data, and printer settings match.

74 Troubleshooting

108: 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 mat ch the prin ter settings.

2. Make sure that the cards are placed in the printer correctly .

Press the U

SER button on the printer to clear the message.

HINTS & TIPS

 The card might have been turned the wrong way. A diagram inside the input hopper shows

the correct orientation.

 The card might not have a magnetic stripe.

111: Card not picked

The printer did not pick a card. To complete the current card: For printers with an input hopper, open the input hopper, add or reposition cards, and close the

hopper. For printers with single card feed, push the card in until the printer picks it. Press the U

SER button on the printer to clear the message.

112: Card hopper empty

The printer did not detect cards in the input hopper. Add cards to the input hopper. Press the U

SER button on the printer to clear the message.

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 U

SER button on the printer to clear the message.

HINTS & TIPS

 Make sure that the ink ribbon and retransf er cartridges are installed properly.  All access doors must be closed to process cards. Unlock, open, and close all printer doors to

make sure they are closed c ompletely.

 Lock the system.

CR825 and CE875 Instant Issuance System User’s Guide 75

114: Cover opened during job

The printer cover was opened while printing. Close the printer cover completely. Press the U

SER button on the printer to clear the message.

HINTS & TIPS

 Make sure that the ink ribbon and retransfer cartridges are installed properly.  All access doors must be closed to process cards. Unlock, open, and close all printer door s t o

make sure they are closed completely.

 Lock the system.

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 U

SER button on the printer 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.

 To process the card without magnetic stripe processing, remove the magnetic stripe data

from the card design and send it again.

117: Reader not available

The printer does not support the personalization being requested f or 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 request ed.

Press the U

SER button on the printer to clear the message.

HINTS & TIPS

The printer component does not hav e a reader option. Remove the reader request fr om the c ar d and send it again.

76 Troubleshooting

120: User paused the printer

The printer was paused while printing. To complete the current card press the printer’s U

HINTS & TIPS

 If the user pressed the button for several seconds, the card has been canceled.  If this message occurs often, ask your system administrator to set the button sensitivity to a

lower value.

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 U

SER button on the printer to clear the message.

149: Option not installed

The printer does not support the personalization being requested for the car d. 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 request ed.

Press the U

SER button on the printer to clear the message.

SER button.

150: Print while unlocked

The printer is unlocked. The card will be canceled. Make sure that all access doors are closed securely and locked.

151: Failed to lock

An attempt to lock the printer failed. The card will be canceled.

1. Make sure that all access doors are closed securely.

2. Try locking the printer again.

HINTS & TIPS

Make sure that the reject tray is installed properly before locking the printer.

CR825 and CE875 Instant Issuance System User’s Guide 77

152: Insert new card side 2 up

1. Turn a new card 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 U

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 U

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. Replace the C2 retransfer film cartridge.

4. Close the printer access door.

Press the U

SER button on the printer to clear the message.

HINTS & TIPS

SER button.

Refer to “Replace the Retransfer Film” on page 37 for more information.

167: C2 supply not identified

The printer cannot use the C2 retransfer film installed. The card will be canceled. Use a supply designed for this printer. Press the U

SER button on the printer to clear the message.

168: C2 supply not supported

The printer model cannot use the C2 retransfer film installed. The card will be canceled. Use a supply designed for this printer model. Press the U

SER button on the printer to clear the message.

170: Insert new card side 1 up

1. Insert a new card in the printer with side 1 facing up.

2. If the card is not immediately picked, press the printer’s U

SER button.

78 Troubleshooting

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.

172: Insert cleaning card

1. Insert cleaning card.

2. If the card is not immediately picked, press the printer’s USER button.

173: Improper shutdown

Always use the POWER button to power off the printer. Press and hold the U Click OK on the PC to clear the message.

HINTS & TIPS

The system was shut down incorrectly or lost power.

175: C2 supply error

The C2 retransfer film has encountered an error.

1. Open the printer access door and remove the C2 retransfer film cartridge.

2. Reposition, repair, or replace the supply and advance the repaired area one full turn.

3. Replace the C2 retransfer film cartridge.

4. Close the printer access door.

Press the U

SER button on the printer to clear the message.

HINTS & TIPS

Refer to “Replace the Retransfer Film” on page 37 or “Repair a Broken Ink Ribbon or Retransfer

Film” on page67 for more information.

SER button to set the printer to Ready.

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 U

CR825 and CE875 Instant Issuance System User’s Guide 79

SER button on the printer to clear the message.

222: Firmware version mismatch

The printer and attached component firmware versions are not compatible. The s ystem cannot process cards until the firmware has been updated.

Update both the printer and component to the latest firm ware versions.

228: C1 printhead error

The printer has encountered a critical error. The card will be canceled.

1. Press the printer P

OWER button to power off the system.

2. Request service. The system must remain power ed off.

229: C2 heat sensor error

The C2 retransfer heat sensor has encountered a critical error. The card will be canceled.

1. Press the printer P

OWER button to power off the system.

2. Request service. The system must remain power ed off.

230: C2 heater error

The C2 retransfer heater has encountered a critical error. The card will be canceled.

1. Press the printer POWER button to power off the sys tem.

2. Request service. The system must remain power ed off.

231: C2 heated roller motion error

The C2 retransfer heated roller has encountered a critical error. The card will be canceled.

1. Press the printer P

OWER button to power off the system.

2. Request service. The system must remain power ed off.

232: Retransfer debow error

The printer has encountered an error in the retransfer debow ar ea. The c ard will be canceled.

1. Press the U

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.

80 Troubleshooting

SER button to move the card into the reject tray and clear the error.

233: Smart card contact fail

There is a critical error with the smart card contact. The card will be canceled.

1. Press the USER button to move the card into the reject tray and clear the error.

2. Send the card job to the printer again.

234: K1 transport card jam

The card did not reach the required position on the K1 horizontal transport. The card will be canceled.

1. Press the U

SER 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 remove the C2 retransfer film

cartridge.

3. Turn the K1 manual advance knob counterclockwise t o move the card to the output hopper.

4. Remove the card from the output hopper.

5. Replace the retransfer film cartridge.

6. Close the printer access door.

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 U

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.

SER button to move the card into the reject tray and clear the error.

5. Remove the card through the rear access door.

6. Close the printer access doors.

CR825 and CE875 Instant Issuance System User’s Guide 81

236: Flipper module rotate error

The flipper did not reach the required position.

1. Open the printer access door.

2. Press the K3 rear access door release to open the rear access door.

3. Reach in and rotate the flipper module until the card is accessible.

4. Remove the card through the rear access door.

5. Close the rear access door and then close the printer access door.

Press the U

SER button to clear the message.

237: C1 supply out or missing

The C1 ink ribbon is missing or out of material.

1. Open the printer access door and remove the C1 ink ribbon cartridge.

2. Replace the ink ribbon.

3. Replace the ink ribbon cartridge.

4. Close the printer access door.

Press the U

SER button on the printer to clear the message.

HINTS & TIPS

Refer to “Replace the Ink Ribbon” on page 32 fo r more informa tion.

238: C1 supply not identified

The printer cannot use the C1 ink ribbon installed. Use a supply designed for this printer. Press the U

SER button on the printer to clear the message.

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 U

82 Troubleshooting

SER button on the printer to clear the message.

240: C1 supply error

The C1 ink ribbon has encountered an error.

1. Open the printer access door and remove the C1 ink ribbon cartridge.

2. Reposition, repair, or replace the ink ribbon and advance the repaired area one full turn.

3. Replace the ink ribbon cartridge.

4. Close the printer access door.

Press the U

SER button on the printer to clear the message.

HINTS & TIPS

Refer to “Replace the Ink Ribbon” on page 32 or “Repair a Broken Ink Ribbon or Retransfer Film” on page 67 for more information.

241: C1 supply type error

The C1 ink ribbon does not support an action requested by this print job. Use a supply designed for this printer model. Press the U

SER button on the printer to clear the message.

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 U

SER button on the printer to clear the message.

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. Send the job to print again.

Press the U

SER button on the printer to clear the message.

245: Configuration error

The configuration is not compatible with the printer model. The printer cannot prin t c ards until the configuration issue is corrected. Contact your service provider for assistance.

CR825 and CE875 Instant Issuance System User’s Guide 83

275: Multi-hopper error

The multi-hopper has encountered a critical error. The card will be canceled.

1. Press the printer P

OWER button to power off the printer.

2. Press the POWER button again to power on the printer.

If the error occu rs again, requ est service.

276: Multi-hopper card jam

The multi-hopper did not move a card into the printer. Press the U

SER button to clear the error. If a card was jammed, it is moved to the reject tray.

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.

Embosser Messages

If your printer includes the optional embosser, the following messages indicate a condition in the embosser.

125: Emboss critical error

The embosser has encountered a critical error. The card will be canceled.

1. Press the printer P

OWER button to power off the system.

2. Request service.

The system must remain powered off.

126: Emboss format error

The emboss data sent does not match the format set in the embosser. The card will be canceled.

HINTS & TIPS

 Make sure that the data sent contains the correct number of characters.  Ask your system administrator to make sure that all data to be embossed is encrypted.

84 Troubleshooting

Entrust Datacard CR825, CE875 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Chapter 1: Introduction

About This Manual

Intended Audience

Technical Support

Chapter 2: About the Printer

About the CR825 and CE875 Systems

The Front and Right Side of the Printer

Single-Hopper Printer

Multi-Hopper Printer

Multi-Hopper Cartridge

The Left Side of the Printer

The Back of the Printer

Inside the Printer

Printer Configuration Label

Multi-Hopper Configuration Label

Single Hopper Configuration Label

Chapter 3: Using the Printer

Printer Overview

Equipment

Tasks and Users

Secure Encryption

Power Button

Use the Front Panel

Down Arrow, Up Arrow, and Enter Key

User Button and Light

Ribbon Light

Card Light

Use the LCD Panel Menus

Retrieve the Printer’s Network IP Address

Print a Test Card

Select a Card Stock

Select a Color Mode

Load and Replace Supplies

Load Cards

Single-Hopper Printer

Use the Exception Slot

Multi-Hopper Printer

Use the Multi-Hopper Exception Slide

Replace the Ink Ribbon

Replace the Cleaning Sleeve

Replace the Retransfer Film

Chapter 4: Print Cards

Before You Begin

Print Cards from CardWizard Software

Chapter 5: System Maintenance

Maintain the Printer

Clean the Printer

Clean the Printhead Cam Rollers

Clean the Inside of the Printer

Single-Hopper Printer

Multi-Hopper Printer

Start the Cleaning Cycle

Clean the Printhead

Empty the Printer Reject Tray

Chapter 6: Troubleshooting

Locate a Problem Within the Card Production System

Locate a Problem with Basic Printer Functions

Installation Problems

Card Appearance

Tools for Troubleshooting

Something did not print

Print quality concerns

Magnetic Stripe Troubleshooting

Embosser Troubleshooting

Indent Problems

Topping Foil Problems

Advanced Troubleshooting Tools

Printer Card Jams

Clear a Card Jam in the K1 Horizontal Transport

Single-Hopper Printer

Multi-Hopper Printer

Clear a Card Jam in the K2 Vertical Transport

Clear a Card Jam in the Flipper Module

Repair a Broken Ink Ribbon or Retransfer Film

Messages and Conditions

Messages on the Printer LCD