FARGO electronics DTC500 Series Troubleshooting Manual

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DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

RESTRICTED USE ONLY FARGO Electronics, Inc.

TC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0), property of

D FARGO Electronics, Incorporated

Copyright  2002, 2003, 2004, 2005, 2006 by FARGO Electronics, Incorporated. All rights reserved. Printed in the United States of America. Exclusive permission is granted to authorized resellers of FARGO products to reproduce and distribute this copyrighted document to authorized FARGO customers, who have signed a “no disclosure agreement” regarding the restricted, proprietary use of said document.

The revision number for this document will be updated to reflect changes, corrections, updates, and enhancements to this document.

Revision Control

Date Document Title

Number

Revision 3.0 10 March 2003 DTC500 Series Card Printer/Encoders

Troubleshooting Guide (Rev. 3.0)

These reference documents were thoroughly reviewed to provide FARGO with professional and international standards, requirements, guidelines, and models for our technical, training, and user documentation. At all times, the Copyright Protection Notice for each document was adhered to within our FARGO documentation process. This reference to other documents does not imply that FARGO is an ISO-certified company at this time.

• ANSI/ISO/ASQ Q9001-2000 American National Standard

, (sub-title) Quality Management Systems - Requirements (published by the American Society of Quality, Quality Press, P.O. Box 3005, Milwaukee, Wisconsin 53201-3005)

• The ASQ ISO 9000:2000 Handbook

(editors, Charles A. Cianfrani, Joseph J. Tsiakals, and John E. West; Second Edition; published by the American Society of Quality, Quality Press, 600 N. Plankinton Avenue, Milwaukee, Wisconsin 53203)

• Juran's Quality Handbook

(editors, Joseph M. Juran and A. Blanton Godfrey; Fifth

Edition, McGraw-Hill)

Any questions regarding changes, corrections, updates, or enhancements to this document should be forwarded to:

FARGO Electronics, Incorporated Support Services 6533 Flying Cloud Drive Eden Prairie, MN 55344 (USA) (952) 941-9470 (800) 459-5636 FAX: (952) 941-7836 www.fargo.com E-mail: sales@fargo.com

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Table of Contents

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0) _________ 1

Safety Messages (review carefully) _________________________________________ 8

General Troubleshooting__________________________________________________ 9

Reviewing the LCD display and LED light ___________________________________ 9

Troubleshooting the LCD Messages ______________________________________ 9

Communications Errors _________________________________________________ 16

Resolving the Communication Errors ____________________________________ 16

Card Feeding Errors ____________________________________________________ 21

Resolving the Card Feeding Errors ______________________________________ 21 Resolving the Card Jam on the Flipper Table ______________________________ 24 Resolving the Card Hopper Jam Error Message ____________________________ 26 Resolving the Card Hopper Empty Error Message __________________________ 27

Encoding Errors _______________________________________________________ 28

Resolving the No Magnetic Encoder Error Message_________________________ 28 Resolving the No ENC Response Error Message ___________________________ 28

Replacing the Main Board _______________________________________________ 29

Replacing the Main Board (D850426) ___________________________________ 30

Reviewing the DTC500 Board Cable Connections Reference _________________ 33

Replacing the Main Board (D850427) ___________________________________ 35 Replacing the Main Board (D850428) ___________________________________ 37 Replacing the Main Board (D850429) ___________________________________ 39

Resolving the Failed Magnetic Encode Error Message _______________________ 41 Resolving the No Prox Encoder Error Message ____________________________ 41 Resolving the No Smart Encoder Error Message ___________________________ 42 Resolving the Failed Smart Encode Error Message__________________________ 42 Removing the Card Jam in the Printer’s Magnetic Encoding Area______________ 43 Removing the Card Jam in the Printer’s Smart Card Encoding Area ____________ 44 Resolving the Printer not reading Encoded Magnetic Track Data_______________ 45 Resolving the Magnetic Stripe Data being printed on a Card problem ___________ 47

Printing Process Errors__________________________________________________ 48

Resolving the Ribbon Alignment Error Message ___________________________ 48

Replacing the Ribbon Sensor Array Assembly (840108) _____________________ 49

Resolving the Print Ribbon Error Message ________________________________ 50 Resolving the Print Ribbon Out Error Message_____________________________ 50 Resolving the Ribbon Jam / Broke Error Message __________________________ 50 Resolving the Wrong Print Ribbon Error Message __________________________ 51 Resolving the Unknown Ribbon Type Error Message _______________________ 52 Resolving the Headlift Error Message ____________________________________ 53 Replacing the Headlift Motor (A000124) _________________________________ 54 Replacing the Headlift Sensor (A000126) _________________________________ 55 Resolving the Printer pausing between panels error _________________________ 57

Replacing the Printhead Components ______________________________________ 58

Replacing the Printhead Assembly (850102)_______________________________ 58 Removing the Original Printhead Assembly _______________________________ 61

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Installing the New Printhead Assembly___________________________________ 62 Resolving the Printhead Temp Error Message______________________________ 63 Resolving the Flipper Alignment Error Message____________________________ 64

Replacing the Flipper Home Sensor (140407) _____________________________ 65

Firmware Errors _______________________________________________________ 66

Resolving an Upgrade Failed error ______________________________________ 66 Resolving a Program Exception Error ____________________________________ 69

Diagnosing the Image Problems __________________________________________ 70

Resolving the Pixel failure problems _____________________________________ 70 Resolving the Card surface debris problems _______________________________ 73 Resolving the incorrect Image Darkness problems __________________________ 76 Resolving the Ribbon wrinkle problems __________________________________ 79 Resolving the excessive Resin Printing problems ___________________________ 81 Resolving the incomplete Resin Printing problems__________________________ 83 Resolving the cut off or off-center Card Image problems _____________________ 85 Resolving the poor Image Quality problems _______________________________ 86

Printing a Test Image ___________________________________________________ 87

Reviewing the Gray/Align YMC/K Self-Test ______________________________ 87 Reviewing the Color/Resin YMCK Self-Test ______________________________ 88 Reviewing the Color Bars YMC Self-Test ________________________________ 88 Reviewing the Card Count Self-Test _____________________________________ 89 Reviewing the Magnetic Test option _____________________________________ 89

Card Lamination Module ________________________________________________ 90

Safety Messages (review carefully) ________________________________________ 90 Loading the Overlaminate _______________________________________________ 91 Adjusting the Card Lamination Module ____________________________________ 94

Adjusting the Card Flattener ___________________________________________ 94 Adjusting the Card Guide Rail__________________________________________ 96 Adjusting the Internal Card Guide ______________________________________ 100 Attaching the Card Lamination Module _________________________________ 102

Printer Adjustments____________________________________________________ 108

Safety Messages (review carefully) _______________________________________ 108

Adjusting the Internal Card Guide ______________________________________ 109 Printer Driver options__________________________________________________ 111 Using the Device options tab ____________________________________________ 111

Adjusting for the Ribbon Type ________________________________________ 112

Adjusting for the Color matching ______________________________________ 113

Adjusting for the Resin Dither _________________________________________ 114

Using the Print Both Sides option (DTC520 / DTC525 only)_________________ 115

Using the Split 1 Set of Ribbon Panels option (DTC520 / DTC525 only) _______ 116

Using the Print on Back Side Only option (DTC520 / DTC525 only) __________ 117

Using the Rotate Front by 180 Degrees option ____________________________ 118

Using the Rotate Back by 180 Degrees option (DTC520 / DTC525 only) _______ 119

Using the Buffer Single Card option ____________________________________ 120

Using the Link Card to Print Job option _________________________________ 121

Using the Disable Printing option ______________________________________ 122

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Using the Image Color tab ______________________________________________ 123 Using the K Panel Resin tab_____________________________________________ 127

Selecting the Full Card with the K Panel Resin tab_________________________ 128

Selecting the Defined Area(s) with the K Panel Resin tab ___________________ 129

Selecting the Undefined Area(s) with the K Panel Resin tab _________________ 130

Defining the Area to activate the Card Grid ______________________________ 131

Measuring the Total Card area_________________________________________ 132

Defining the positioning of the area on the Card ___________________________ 134

Selecting the Print YMC under the K and Print K Only options_______________ 136 Using the Magnetic Encoding tab ________________________________________ 138

Using the Encoding Mode option ______________________________________ 139

Encoding the Mode / Coercivity / Magnetic Track Selection _________________ 141

Using the Magnetic Track Selection option_______________________________ 143

Using the Magnetic Track options ______________________________________ 144

Using the Bit Density radio buttons_____________________________________ 145

Using the Character Size radio buttons __________________________________ 145

Using the ASCII Offset ______________________________________________ 146

Using the LRC Generation radio buttons_________________________________ 147

Using the Character Parity radio buttons _________________________________ 147

Using the Verification option__________________________________________ 148

Reviewing the Shift Data Left _________________________________________ 149

Reviewing the ISO Track Locations ____________________________________ 150

Reviewing the Sample String__________________________________________ 150

Sending the Track Information ________________________________________ 151

Reviewing the ASCII Code and Character Table __________________________ 152 Using the Overlay / Print Area tab________________________________________ 153

Using the Overlay / Print Area dropdown menu ___________________________ 154

Using the Overlay / Print Area_________________________________________ 155

Using SmartShield Area dropdown menu ________________________________ 161 Using the Card tab ____________________________________________________ 162

Selecting the Card Size ______________________________________________ 163

Using the Card Hopper Selection (DTC515 / DTC525 only) option ___________ 165

Reviewing the Orientation ____________________________________________ 168

Specifying the Copies _______________________________________________ 168

Using the Test Print button ___________________________________________ 169

Clicking on the About button__________________________________________ 170

Using the Image Position button _______________________________________ 171 Using the Lamination tab (only with Card Lamination Module) ________________ 174

Selecting the Lamination Position ______________________________________ 175

Selecting the Lamination Side _________________________________________ 176

Selecting the Lamination Type ________________________________________ 177

Selecting the Lamination Type ________________________________________ 178

Adjusting the Transfer Dwell Time and Transfer Temperature________________ 179

Selecting the Sensors button and Defaults button __________________________ 179

Calibrating the Card Lamination Module’s Lamination Sensor _______________ 180

Board Level Diagnostics ________________________________________________ 181

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Board Errors_________________________________________________________ 181

Resolving the EE Memory Error _______________________________________ 181

Resolving the EE Checksum Error _____________________________________ 181

Resolving the DRAM Memory Error ___________________________________ 182

Resolving the RAM Memory Error _____________________________________ 182

Resolving the FPGA Error____________________________________________ 183

Resolving the Update Firmware Now ___________________________________ 184 Sensor Testing _______________________________________________________ 184

Reviewing the Sensor Location and Voltages _____________________________ 185

Reviewing the Sensor Layout on Ribbon Sensor array ______________________ 186

LCD On-Line Menu Navigation __________________________________________ 187

Entering the LCD Menu and selecting an Option ____________________________ 187

Using the Softkey and Scroll buttons____________________________________ 188 Accessing the Menu Option Structure Tree_________________________________ 188

Selecting from the Menu Option Structure Tree ___________________________ 189 Using the LCD Menu__________________________________________________ 190

Printing the Self-test_________________________________________________ 190

Reviewing the Gray/Align YMC (DTC510/515) and Gray/Align YMC/K

(DTC520/525) Self-Test _____________________________________________ 191

Reviewing the Color/Resin YMCK Self-Test _____________________________ 191

Reviewing the Card Count YMC Self-Test _______________________________ 192

Reviewing the Standard Resin Self-Test _________________________________ 192

Using the Magnetic Test option (only with Magnetic Encoding Module) _______ 193

Setting up the Printer ________________________________________________ 193 Print TOF and Print EOF Alignment Procedures ____________________________ 194

Preparing to Adjust the Print TOF and Print EOF __________________________ 195

Setting the Print TOF ________________________________________________ 195

Setting the Print EOF ________________________________________________ 196

Adjusting the Ribbon Tension _________________________________________ 198

Setting the Printhead Resistance _______________________________________ 199

Adjusting the Image Darkness _________________________________________ 200

Changing the Encoder Settings ________________________________________ 201

Adjusting the Magnetic TOF __________________________________________ 202

Changing the Hopper Settings _________________________________________ 204

Changing the BAUD Rate Settings _____________________________________ 205

Adjusting the Flipper Offset___________________________________________ 205

Viewing the Report Supplies __________________________________________ 206

Using the Show the Error Count Tool ___________________________________ 206

Showing the Card Count _____________________________________________ 207

Selecting the System Upgrade (Firmware Upgrade) ________________________ 207

Firmware Updates _____________________________________________________ 208

Firmware Updater Application Program ___________________________________ 208 Downloading Firmware Updates _________________________________________ 209 Updating the Printer's Firmware _________________________________________ 209

Updating the Main Firmware__________________________________________ 210

Updating the LCD Firmware __________________________________________ 213

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Index ________________________________________________________________ 215

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Safety Messages (review carefully)

Symbol Critical Instructions for Safety purposes

Danger: Failure to follow these installation guidelines can result in death or

serious injury.

Information that raises potential safety issues is indicated by a warning symbol (as shown to the below).

• To prevent personal injury, refer to the following safety messages

before performing an operation preceded by this symbol.

• To prevent personal injury, always remove the power cord prior to

performing repair procedures, unless otherwise specified.

• To prevent personal injury, make sure only qualified personnel

perform these procedures.

Caution: This device is electrostatically sensitive. It may be damaged if

exposed to static electricity discharges.

Information that raises potential electrostatic safety issues is indicated by a warning symbol (as shown to the below).

• To prevent equipment or media damage, refer to the following

safety messages before performing an operation preceded by this symbol.

• To prevent equipment or media damage, observe all established

Electrostatic Discharge (ESD) procedures while handling cables in or near the Circuit Board and Printhead Assemblies.

• To prevent equipment or media damage, always wear an

appropriate personal grounding device (e.g., a high quality wrist strap grounded to avoid potential damage).

• To prevent equipment or media damage, always remove the

Ribbon and Cards from the printer before making any repairs, unless otherwise specified.

• To prevent equipment or media damage, take jewelry off of

fingers and hands, as well as thoroughly clean hands to remove oil and debris before working on the printer.

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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General Troubleshooting

IMPORTANT! FARGO Card Printers require highly specialized print Ribbons to function

properly. To maximize Printer life, reliability, printed card quality and durability, you must use only FARGO Certified Supplies. For this reason, your FARGO warranty is void, where not prohibited by law, if you use non-FARGO Certified Supplies. To order additional materials, please contact your authorized reseller.

Reviewing the LCD display and LED light

The LCD display provides the current status of the Printer. Refer to the following tables for a complete list and cause of all possible LCD messages. The tables (in this section) display the LCD messages. If the LCD message is communicating an error or requires an action, these tables will also offer a solution to what should be done.

The purpose of this section is to provide the User with specific procedures relating to the LCD/SmartGuard Messages, Communication Errors, Card Feeding Errors, Encoding Errors, Printing Process Errors, and Diagnosing the Image Problems for the DTC500 series card Printer.

Troubleshooting the LCD Messages

Message Cause Solution

Aligning Ribbon If this appears as a prompt, it

indicates the print Ribbon is self-aligning to the proper position for printing.

If this appears as an ERROR, it indicates the print Ribbon is not installed properly or is damaged.

Card Hopper Empty

Card Hopper Jam Indicates that the Card

Indicates the Printer has run out of blank cards.

Hopper is unable to move from one hopper to the next.

See Resolving the Ribbon Alignment Error Message on page 48.

See the Resolving the Card Hopper Empty Error Message procedure on page 27.

Clear any obstructions, and close the hopper door.

See Resolving the Card Hopper Jam Error Message on page 26.

Continued on the next page

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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e Print Station or

Troubleshooting the LCD Messages (continued)

Message Cause Solution

Card Jam Indicates that a card is

jammed in th card flipping area of the Printer.

Card Jam: Flipper Indicates that a card is

jammed in the card flipping area of the Printer.

Card Jam: Print Indicates that a card is

jammed in the Print Station of the Printer.

Card Jam: Mag Indicates that a card is

jammed in the magnetic encoding area of the Printer.

Card Jam: Smart Indicates that a card is

jammed in the Smart Card encoding area of the Printer.

Data Input Indicates that the print data

sent to the Printer is corrupt or has been interrupted.

See Card Feeding Errors

on page 21.

See Resolving cards jamming on the Flipper table on page 24.

See Card Feeding Errors

on page 21.

See Removing the Card jam in the Printer’s Magnetic Encoding Area on page 43.

See Removing the Card jam in the Printer’s Smart Card Encoding Area on page 44.

See Resolving the Communication Errors on page 16.

Data Timeout Indicates that the print data

sent to the Printer is corrupt or has been interrupted.

DRAM Memory Error

Indicates that the Printer's Memory Module is bad or is not installed properly.

See Resolving the Communication Errors on page 16.

See Resolving the DRAM Memory Error on page 182.

Continued on the next page

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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urred.

hardware error has occurred.

Troubleshooting the LCD Messages (continued)

Message Cause Solution

EE Checksum Error

Indicates that the permanent circuit board memory is bad.

EE Memory Error Indicates that the permanent

circuit board memory is bad.

Ejecting Used Card

Indicates that the system Firmware has detected a card already in the Printer.

Failed To Initialize

Indicates that an unexpected hardware error has occ

Flipper Alignment Indicates that the Printer is

unable to align the Flipper table.

FPGA Indicates that an unexpected

FPGA Load Fail Indicates that an unexpected

See Resolving the EE Checksum Error on page 181.

See Resolving the EE Memory Error on page 181.

This card has been ejected; however, it may contain encoded data and should be disposed of in a proper manner.

See Board Errors on page 181.

See Resolving the Flipper Alignment Error Message on page 64.

See Resolving the FPGA Error on page 183.

FPGA Timeout Indicates that an unexpected

Head Lift Indicates that the Printer was

unable to raise or lower the Printhead.

See Resolving the FPGA Error on page 183.

See Resolving the Headlift Error Message on page 53.

Continued on the next page

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Troubleshooting the LCD Messages (continued)

Message Cause Solution

Head Resistance Error

The LCD requires that a value be input for the Print Head Resistance.

Head Voltage Error

A hardware fault has prevented a correct setting of the Printhead voltage.

Hopper 1 Empty Card Hopper 1 has run out

of cards. (Note: The Printer will continue printing from Hopper 2 if First Available is set as the Card Hopper Selection in the Driver.)

Hopper 2 Empty Card Hopper 2 has run out

of cards. (Note: The Printer will continue printing from Hopper 1 if First Available is set as the Card Hopper Selection in the Driver.)

Enter a value for head resistance in the LCD's Printer Setup menu.

See Setting the Printhead Resistance on page 198.

A default value will be used.

See the Resolving the Card Hopper Empty Error Message procedure on page 27.

Invalid Flip Command

Invalid Print Ribbon

Indicates that the Printer received a command to print both sides of the card, but this model does not support dual-sided printing.

Indicates an unauthorized Ribbon.

Press CANCEL to reset the Printer or RESUME to print onto two separate cards.

Install a valid, FARGO-authorized Ribbon, and press RESUME to continue.

See Resolving the Unknown Ribbon Type Error Message on page 52.

Continued on the next page

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Troubleshooting the LCD Messages (continued)

Message Cause Solution

Mag Encode Failed

Indicates that the card's Magnetic Stripe was not encoded properly.

Multiple Cards Fed

Indicates that two or more cards were fed from the Card Hopper.

No ENC Response

Indicates that there is no response from the Encoder control module.

No MAG Encoder Indicates that the Printer has

received encoding data, but the Printer is not configured with this Encoder type.

No Ribbon Installed

Indicates that the Printer is trying to print with no print Ribbon installed.

No Smart Encoder

Indicates that the Printer has received encoding data, but the Printer is not configured with this Encoder type.

See Resolving the Failed Magnetic Encode Error Message on page 42.

See Resolving the Card Feeding Errors on page 21.

See Resolving the No ENC Response Error Message on page 28.

See Resolving the No Magnetic Encoder Error Message on page 28.

Install the proper print Ribbon, and press RESUME to continue or CANCEL to reset the Printer.

See Resolving the No Smart Encoder Error Message on page 42.

Pause... Indicates the Printer is

paused.

Press the Printer's RESUME button to continue or CANCEL to clear all pending print jobs and reset the Printer.

Please Clean Printer

This message appears every 3,000 prints to remind you to

See the Cleaning the Printer

procedure on page 174. perform the recommended Printer maintenance.

Please Remove Card

Indicates that the card is jammed in the Print Station

See Card Feeding Errors

or card flipping area of the Printer.

Continued on the next page

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

on page 21.

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Troubleshooting the LCD Messages (continued)

Message Cause Solution

Print Data Indicates that the print data

sent to the Printer is corrupt or has been interrupted.

Print Ribbon Low Indicates that the print

Ribbon will soon run out.

Print Ribbon Out Indicates that the print

Ribbon has run out.

Print Station Open

Indicates that the Print Station is open during printing.

Print Timeout Indicates that the Printer was

unable to complete the print process.

Printhead Temp Indicates that the Printhead

Temperature Regulator is not functioning properly.

See Communications Errors on page

16.

If printing a large number of cards,

replace the Ribbon now or monitor the

Printer until the Ribbon is gone, and

install a new Ribbon.

Install a new Ribbon, and press

RESUME to continue.

Close the Station, and press the

Printer's RESUME button to continue

or CANCEL to reset the Printer.

See Communications Errors on page

16.

See Resolving the Printhead Temp

Error Message on page 58.

Program Exception

RAM Memory Error

Ribbon Jam / Broken

Indicates that the system Firmware has detected an error while attempting to process the current print job.

Indicates that the Printer's Memory Module is bad or not installed properly.

The print Ribbon is either jammed or broken.

See the Updating the Printer’s

Firmware procedure on page 209.

See Resolving the DRAM Memory

Error on page 182.

See Resolving the Ribbon Jam /

Broke Error Message on page 50.

Continued on the next page

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Troubleshooting the LCD Messages (continued)

Message Cause Solution

Smart Encode Failed

The card's smart chip was not encoded properly.

Starting Self-test The self-test print is

preparing to print.

Testing Memory The Printer's memory is

being tested.

Top Cover Open A print job was started with

the Top Cover open.

Unable To Feed Card

The Printer is unable to feed a card from the Card Hopper.

Unknown Ribbon Type

The print Ribbon installed is not appropriate for your specific Printer model.

Update Failed The Firmware update was

interrupted or not completed successfully.

See Resolving the Failed Smart

Encode Error Message on page 42.

See the Printing the Self-test

procedure on page 190.

Upon completion, the Printer will

continue its normal boot up sequence.

Close the Printer, and press RESUME

to continue or CANCEL to reset the

Printer.

See Resolving the Card Feeding

Errors on page 21.

See Resolving the Unknown Ribbon

Type Error Message on page 52.

See Resolving an Upgrade Failed

error on page 66.

Update Firmware Now

Wrong Print Ribbon

An error has occurred in trying to load the Firmware.

The print Ribbon installed in the Printer does not match the Ribbon type selected in the Printer driver.

The system Firmware MUST be

updated.

See Updating the Printer's Firmware

on page 209.

See Resolving the Wrong Print

Ribbon Error Message on page 51.

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Communications Errors

Resolving the Communication Errors

Symptom(s): Incorrect output, communications error on PC or Printer, stalling, no response

from Printer, no job printed, “Paper out” error.

Step Procedure

1 Confirm that the system meets the minimum requirements, as shown here:

• IBM-PC or compatible

™

• Windows 95/98/ME/NT/2000/XP Pentium

32 MB of RAM or higher

• 200 MB free hard disk space or higher

• ECP Parallel Port with DMA access

2 Confirm the correct installation of the Printer driver.

class 133 MHz computer with

a. Close the software program and check the Printer driver.

b. Reboot the computer.

c. Be sure the correct setup options within the Printer driver are selected.

d. Confirm that the driver is current by checking at: www.fargo.com

3 Verify the use of an adequate data cable.

a. Use a double-shielded parallel cable (no longer than six feet in length).

(Note: Data transmission failure can be attributed to a long or faulty parallel cable.)

b. Use an I-EEE 1284 compliant cable to reduce the effect of radio emissions

from computers, monitors, and other equipment that can broadcast Radio frequency interference (RFI).

Continued on the next page

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Resolving the Communication Errors (continued)

Step Procedure

4 Determine if there is interference from an external device.

a. Do not use an A/B Switch Box or other peripheral in line with the parallel

cable.

b. If using a Switch Box or other peripheral, remove it while testing

communication between the computer and the Printer.

c. If needed, replace the Switch Box or other peripheral (once it is determined

that the cause of the interference is not the Switch Box or the peripheral).

d. Alternative: Add a second Parallel Port into the computer (if a second

Printer is required).

Continued on the next page

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Resolving the Communication Errors (continued)

Step Procedure

5 Determine the nature of the problem with printing from the application.

a. Print a self-test from the Printer to ensure that the Printer (itself) is

functioning properly. See the Printing the Self-test

b. Print the Windows test page that is located in the General tab of the driver.

c. Use WordPad (a Windows 95/ 98/ ME/ NT/ 2000/XP word processing

program in the Accessories Program Group) via Start > Programs > Accessories > WordPad. Follow this procedure:

• Open the program and type: “This is a Test.”

• Select File > Page Setup and click on the Printer button.

• Ensure that the DTC500 Series Card Printer/Encodersis selected and

click OK.

• Change all the margin settings to zero (0) and click OK.

on page 190.

• Select File > Print on the Menu Bar.

• Go to File on Menu Bar and select Print.

Continued on the next page

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Resolving the Communication Errors (continued)

Step Procedure

6 Determine if the Parallel Port mode is set correctly.

a. Ensure that the Parallel Port is set to the Enhanced Communication Port

(ECP) mode. (Note: The port mode can be determined by checking the Device Manager tab in the System Control Panel.)

b. If the port mode is not set to ECP, it will need to be changed in the

computers BIOS. (Note: Refer to the appropriate computer manual for instructions on how to change the Parallel Port mode.)

Continued on the next page

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Resolving the Communication Errors (continued)

Step Procedure

7 Determine whether there is an adequate or inadequate hard drive space.

Caution: A large volume of temporary files on the computer can

cause communications errors.

Access the temporary files by following this process:

• Search for all folders called TEMP. Once found, clear out the contents of

the folders.

• Run the System Tool - Disk Defragmenter (found in the Accessories folder

of the Start Menu) if using Windows 95/98/ME/2000/XP,.

• Use a disk cleanup utility (such as Disk Cleanup found in the System

Tools folder of the Start menu) or use a third party application.

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Card Feeding Errors

Resolving the Card Feeding Errors

Symptom: Two or more cards feed at the same time, or the cards will not feed at all.

Step Procedure

1 Clean the Input Roller.

a. Open the Printer's top covers, and remove all cards, and print Ribbons from

the Printer.

b. Leave the Printer power ON and the top covers open throughout this

procedure. (Note: The card-cleaning cartridge can also remain within the Printer during this cleaning process.)

c. Use a cleaning card from the Printer Cleaning Kit, and remove its adhesive

backing paper.

d. Insert the cleaning card into the Exception Card Slot until the card stops.

• Verify that the longest non-adhesive end of the cleaning card enters the

Printer first and that the sticky side is facing DOWNWARD

e. Press the FORWARD button several times to feed the Cleaning Card all

the way through the Printer.

Continued on the next page

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Resolving the Card Feeding Errors (continued)

Step Procedure

2 Ensure the Card Thickness Lever is set correctly, as shown below.

a. Press the Card Thickness Lever Lock and then push the Card Thickness

Lever up or down to the appropriate setting.

b. with any of the Card Thickness settings, move the slide slightly toward a

higher setting until the cards begin feeding (if the Printer seems unable to feed cards at the selected setting).

c. Move the slide slightly toward a lower setting (if the Printer seems to

double-feed cards). (Note: The card thickness slide is adjustable to accommodate card thickness variations that often occur even within standard card sizes.)

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Insert cards neatly stacked.

Card Feed Roller

Resolving the Card Feeding Errors (continued)

Step Procedure

4 Ensure that the cards are loaded properly in the Input Hopper.

5 Verify that the Hopper Lift (A000124) is operational.

a. Check for static build up between cards. (Note: Occasionally, a static

charge will build up between the surfaces of two or more cards causing them to stick together.)

b. Reduce or eliminate this static charge by separating the cards manually

before placing them in the input hopper.

a. Load the cards into the Printer by inserting them straight into the hopper

and setting them on the feed Roller.

a. Reset Power to the Printer.

b. Open the Card Hopper Door and watch to verify that the Hopper Cycles

on startup.

c. If the Hopper does not cycle on startup, remove the top cover and verify

that the Hopper Lift Motor is plugged in properly.

d. If the Hopper Lift Motor is plugged in, disconnect it and attach a 9-volt

battery to the leads.

e. If the Motor turns, replace the Main Board (as needed). See the

Replacing the Main Board

procedure on page 29.

Card Hopper

(side view)

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

Cards

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Resolving the Card Jam on the Flipper Table

Symptom: Cards are jamming on or at the Flipper Table, or a Card Jam: Flip error is

displayed on the LCD.

Step Procedure

1 Verify that the Card Feed Roller on the Flipper table is not running

backwards. (Note: Having an Encoder installed in the Printer will determine the direction that the Card Feed Roller on the Flipper Table will rotate.)

a. Open the Top Cover and remove any cards that are jammed inside the

Printer, as shown below.

b. Reset power on the Printer to clear any error messages that are on the

LCD.

c. Press the MENU button on the LCD.

d. Press the Down Arrow button and select PRINTER SETUP.

e. Scroll through the menu and select ENCODER SETUP.

f. Ensure that the appropriate Encoders settings are set to Installed or

None, based on the options that are installed in the Printer.

g. Press the Save button to save any changes that have been changed.

Continued on the next page.

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Resolving cards jamming on the Flipper Table. (Continued)

Step Procedure

Ensure that the Flipper Table is level. (Note: This procedure does not apply to Printers with a Stationary Flipper Table, such as a DTC510/515 without any Encoders installed.)

a. Open the Top Cover and remove any cards that are jammed inside the

Printer.

b. Reset power on the Printer to clear any error messages that are on the

LCD.

c. Press the MENU button on the LCD.

d. Press the Down Arrow button and select PRINTER SETUP.

e. Scroll through the menu and select FLIPPER OFFSET.

f. Select Level.

• If the cards are feeding over the feed Rollers on the card path, adjust

the value by +2.

• If the cards are feeding under the Card Feed Path, adjust the value

by –2.

3 Ensure that the Flipper Table Tension Spring is providing appropriate

tension.

a. Open the Top Cover on the Printer.

b. Remove the Ribbon.

c. Rotate the Flipper Table to an angle perpendicular to the Card Feed

Path.

d. Using the Forward button, insert a card onto the Flipper Table.

e. Once fed onto the Flipper Table (D850855), manually pull the card from

the Flipper table. (Note: There should be sufficient resistance to prevent the card from slipping from the Flipper table.)

f. If there is not sufficient resistance, replace the U-shaped spring on the

back of the Flipper Table.

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Resolving the Card Hopper Jam Error Message

Step Procedure

1 Clear any obstructions.

a. Open the Input Hopper Door, as shown below.

b. Remove any cards from the Input Hopper.

c. Ensure that there are no cards that are partially fed out of the Card

Hopper.

2 Verify the mechanical operation.

a. Remove the Top Cover.

b. Ensure that the guide belt for the Hopper Travel Assembly (D850253) is

intact and moves smoothly.

c. Verify that the Hopper Travel Motor is properly meshed with the gear

assembly.

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Resolving the Card Hopper Empty Error Message

Symptom: The Hopper Empty error message is displayed on the LCD.

Step Procedure

1 Refill the hopper when convenient.

2 Be sure to load cards with the mag stripe toward the rear of the Printer.

3 Turn the Card Sensor off if it is determined that the Hopper’s Card Sensor

cannot see these types of cards. (Note: with the Sensor turned on, the Printer can believe the Card Input Hopper is empty, and cards will not feed.)

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Encoding Errors

Resolving the No Magnetic Encoder Error Message

Symptom: The Printer is receiving encoding data, but the Printer is not configured with this

Encoder type.

Step Procedure

1 Ensure the LCD Setting correct.

a. Press Select on the LCD.

b. Select Setup Printer and Encoder Settings.

c. Change the Mag Setting from None to Installed.

2 If the encoding data was sent in error, check the in-house, software user’s

manual for encoding instructions.

Resolving the No ENC Response Error Message

Symptom: There is no ENC response.

Step Procedure

1 Check the Magnetic Offset Setting.

a. Press Menu on the LCD.

b. Select Setup Printer and Encoder Settings

c. Select Magnetic TOF.

d. Verify that the current value matches the default value listed on the back of

the Printer.

2 Determine if the Main Board is bad.

a. Replace the Main Board. See the Replacing the Main Board

page 29.

b. Determine if the error repeats itself after replacing the Main Board.

procedure on

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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J12

J18

J30

J27

J26

J13, J14

J25

J23

J24J8J9

J21J7J16J4J26

J15J6J31

J33

Replacing the Main Board

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Replacing the Main Board (D850426)

For Use with DTC510/DTC515 without Embedded Fonts and Barcodes

Tools Required: Phillips-head Screwdriver, Torx T10 Screwdriver, Needle-nose Pliers, Wire

Cutter

Step Procedure

Caution: Turn OFF the Printer and unplug the power cord from the

Printer.

2 Lift up on the bottom edge of the Top Lid (D850289); tilt it back into the fully

open position.

3 Use the Phillips-head Screwdriver to remove the two screws (130939) located

near the hinges. Open the Card Hopper Door before raising the cover.

4 Pull back the plastic tabs at each of the four corners of the cover.

5 a. Carefully lift the cover off of the Printer.

b. Remove the LCD interface cable (D850481) at the main circuit board.

c. Disconnect the grounding cable at the power supply casing.

6 a. Completely remove the Card Output Hopper (D850290) from the Printer by

pulling back the release tab at the bottom of the Printer.

b. Remove the two circuit board mounting screws located in the hopper

opening. (Note: See the next page for a photo display.)

7 Remove the Circuit Board mounting screw located below the Printhead lifter arm

pivot.

8 Go to the back of the Printer. Use the Torx T10 Screwdriver to remove the top

three circuit board mounting screws located at the left, middle, and right sections. (Note: See the next page for a photo display.)

9 Remove the two mounting screws at the middle and lower section (along the left

edge of the circuit board).

Continued on the next page

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Replacing the Main Board (D850426) (Continued)

This is a view of the bottom of the discharge end of the Printer. (Note: This shows the release tab from Step 6 in the previous procedure in this section.)

This is the discharge end of the Printer. The arrows point to the screws described in Step 8.

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Replacing the Main Board (D850426) (Continued)

Step Procedure

10 At the bottom mid-section of the circuit board, remove the last mounting screw.

a. Use the Torx T10 Screwdriver to remove the three screws from the

Magnetics Board (if a Magnetics Board is installed on the Main Board).

b. Use the needle-nose pliers to remove the three Standoff screws from the

Main Board (where the Magnetics Board had been installed).

11 Carefully disconnect the cables from the main circuit board. All cables should be

factory-labeled.

Caution: Some nylon tie wraps may need to be cut to remove cables attached to the main circuit board. Carefully cut these tie wraps using a wire cutter.

12 Remove the Main Board.

Caution: When replacing the circuit board, be sure all cables are carefully routed, as not to bind with pulleys, belts and any other moving parts.)

13 Once the new board is installed, the Printer will have to be recalibrated, and

other presets will have to be entered from the front panel display.

• See the LCD On-Line Menu Navigation

instructions on page 187.

• See the Reviewing the DTC500 Board Cable Connections Reference table

on the next page.

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Reviewing the DTC500 Board Cable Connections Reference

Purpose Location

Power Supply J1

No Cable Assembly: Parallel Port Connection J11

No Cable Assembly: DRAM Connector J12

Fan J13

Fan J14

Card Detection Sensor and Flipper Table Card Sensor J15

Ribbon Sensor Array J16

Unpopulated J17

LCD J18

Background Mode Debugger Connection, Program Loading J19

Smart/Proximity Card Interface J21

Ribbon Supply Motor, Ribbon Take-up Motor and Headlift Motor J23

Continued on the next page

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

RESTRICTED USE ONLY FARGO Electronics, Inc.

DTC500 Board Cable Connections Reference (continued)

Description Location

Hopper Lift Motor and Hopper Transport Motor J24

RFID Antenna Coil J25

Main Stepper Motor J26

Flipper Table Angle Stepper J27

Unused, Spare Sensor Circuitry J29

Flipper Feed/Encoding Feed Stepper J30

Print TOF Sensor J31

Hopper Position Sensor J32

Unused, SCI Interface J33

P1 = Card Detection Sensor, P3 = Hopper Lift Sensor, P4 =

Hopper Transport Sensor

P1 = Printhead Arm Sensor, P2 = Headlift Sensor, P3 = Ribbon

Encoder Sensor

P1 = Flipper Home Sensor, P2 = Encoding TOF Sensor J7

Printhead: 12-Pin Connector J8

Printhead: 20-Pin Connector J9

Magnetics Board JP1

No Cable Assembly: Serial Port Connection P1

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Replacing the Main Board (D850427)

For Use with DTC520/DTC525 without Embedded Fonts and Barcodes

Tools Required: Phillips-head Screwdriver, Torx T10 Screwdriver, Needle-nose Pliers, Wire

Cutter

Step Procedure

Caution: Turn OFF the Printer and unplug the power cord from the Printer.

2 Lift up on the bottom edge of the Top Lid (D850289); tilt it back into the fully

open position.

3 Use the Phillips-head Screwdriver to remove the two screws (130939) located

near the hinges. Open the Card Hopper Door before raising the cover.

4 Pull back the plastic tabs at each of the four corners of the cover.

5 Carefully lift the cover off of the Printer. Remove the LCD interface cable

(D850481) at the main circuit board, and disconnect the grounding cable at the power supply casing.

6 Completely remove the Card Output Hopper (D850290) from the Printer by

pulling back the release tab at the bottom of the Printer. Remove the two circuit board mounting screws located in the hopper opening.

7 Remove the circuit board mounting screw located below the Printhead lifter arm

pivot.

8 From the back of the Printer, use the Torx T10 Screwdriver to remove the top

three circuit board mounting screws located at the left, middle and right sections.

9 Along the left edge of the circuit board, remove the two (2) mounting screws at

the middle and lower section.

Continued on the next page

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

RESTRICTED USE ONLY FARGO Electronics, Inc.

Replacing the Main Board (D850427) (Continued)

Step Procedure

10 At the bottom mid-section of the circuit board, remove the last mounting screw.

a. Use the Torx T10 Screwdriver to remove the three screws from the

Magnetics Board (if a Magnetics Board is installed on the Main Board).

b. Use the needle-nose pliers to remove the three Standoff screws from the

Main Board (where the Magnetics Board had been installed).

11 Carefully disconnect the cables from the main circuit board. All cables should be

factory-labeled.

Caution: Some nylon tie wraps may need to be cut to remove cables attached to the main circuit board. Carefully cut these tie wraps using a wire cutter.

12 Remove the Main Board.

Caution: When replacing the circuit board, be sure all cables are carefully routed, as not to bind with pulleys, belts and any other moving parts.

13 Once the new board is installed, the Printer will have to be recalibrated, and

other presets will have to be entered from the front panel display.

• See the LCD On-Line Menu Navigation

instructions on page 187.

• See the Reviewing the DTC500 Board Cable Connections Reference table

on page 33.

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Replacing the Main Board (D850428)

For Use with DTC510/DTC515 with Embedded Fonts and Barcodes

Tools Required: Phillips-head Screwdriver, Torx T10 Screwdriver, Needle-nose Pliers, Wire

Cutter

Step Procedure

Caution: Turn OFF the Printer and unplug the power cord from the Printer.

2 Lift up on the bottom edge of the Top Lid (D850289); tilt it back into the fully

open position.

3 Use the Phillips-head Screwdriver to remove the two screws (130939) located

near the hinges. Open the Card Hopper Door before raising the cover.

4 Pull back the plastic tabs at each of the four corners of the cover.

5 a. Carefully lift the cover off of the Printer.

b. Remove the LCD interface cable (D850481) at the Main Circuit Board.

c. Disconnect the grounding cable at the power supply casing.

6 a. Completely remove the Card Output Hopper (D850290) from the Printer by

pulling back the release tab at the bottom of the Printer.

b. Remove the two (2) circuit board mounting screws (located in the hopper

opening).

7 Remove the circuit board mounting screw located below the Printhead lifter arm

pivot.

8 From the back of the Printer, use the Torx T10 Screwdriver to remove the top

three (3) Circuit Board mounting screws (located at the left, middle and right sections).

9 Along the left edge of the circuit board, remove the two (2) mounting screws at

the middle and lower section.

Continued on the next page

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

RESTRICTED USE ONLY FARGO Electronics, Inc.

Replacing the Main Board (D850427) (Continued)

Step Procedure

10 At the bottom mid-section of the circuit board, remove the last mounting screw.

a. Use the Torx T10 Screwdriver to remove the three screws from the

Magnetics Board (if a Magnetics Board is installed on the Main Board).

b. Use the needle-nose pliers to remove the three Standoff screws from the

Main Board where the Magnetics Board had been installed.

11 Carefully disconnect the cables from the main circuit board. All cables should be

factory-labeled.

Caution: Some nylon tie wraps may need to be cut to remove cables attached to the main circuit board. Carefully cut these tie wraps using a wire cutter.

12 Remove the Main Board.

Caution: When replacing the circuit board, be sure all cables are carefully routed, as not to bind with pulleys, belts and any other moving parts.)

13 Once the new board is installed, the Printer will have to be recalibrated, and

other presets will have to be entered from the front panel display.

• See the LCD On-Line Menu Navigation

instructions on page 187.

• See the Reviewing the DTC500 Board Cable Connections Reference table

on page 33.

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Replacing the Main Board (D850429)

For Use with DTC520/DTC525 with Embedded Fonts and Barcodes

Tools Required: Phillips-head Screwdriver, Torx T10 Screwdriver, Needle-nose Pliers, Wire

Cutter

Step Procedure

Caution: Turn OFF the Printer and unplug the power cord from the Printer.

2 Lift up on the bottom edge of the Top Lid (D850289); tilt it back into the fully

open position.

3 a. Use the Phillips-head Screwdriver to remove the two screws (130939)

located near the hinges.

b. Open the Card Hopper Door before raising the cover.

4 Pull back the plastic tabs at each of the four corners of the cover.

5 a. Carefully lift the cover off of the Printer.

b. Remove the LCD interface cable (D850481) at the main circuit board, and

disconnect the grounding cable at the power supply casing.

6 a. Completely remove the Card Output Hopper (D850290) from the Printer by

pulling back the release tab at the bottom of the Printer.

b. Remove the two circuit board mounting screws located in the hopper

opening.

7 Remove the circuit board mounting screw located below the Printhead lifter arm

pivot.

8 From the back of the Printer, use the Torx T10 Screwdriver to remove the top

three circuit board mounting screws located at the left, middle and right sections.

9 Remove the two mounting screws at the middle and lower section (along the left

edge of the circuit board).

Continued on the next page

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

RESTRICTED USE ONLY FARGO Electronics, Inc.

Replacing the Main Board (D850429) (Continued)

Step Procedure

10 a. Remove the last mounting screw at the bottom mid-section of the Circuit

Board. (Note: If a Magnetics Board is installed on the Main Board, use the Torx T10 Screwdriver to remove the three screws from the Magnetics Board.)

b. Use the needle-nose pliers to remove the three Standoff screws from the

Main Board where the Magnetics Board had been installed.

11 Carefully disconnect the cables from the main circuit board.

Caution: All cables should be factory-labeled. Some nylon tie wraps may need to be cut to remove cables attached to the main circuit board. Carefully cut these tie wraps using a wire cutter.

12 Remove the Main Board.

Caution: When replacing the circuit board, be sure all cables are carefully routed, as not to bind with pulleys, belts and any other moving parts.

13 Once the new board is installed, the Printer will have to be recalibrated, and

other presets will have to be entered from the front panel display.

• See the LCD On-Line Menu Navigation

instructions on page 187.

• See the Reviewing the DTC500 Board Cable Connections Reference table

on page 33.

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Resolving the Failed Magnetic Encode Error Message

Symptom: The Magnetic Stripe was not encoded properly.

Step Procedure

1 Check to ensure that the cards are loaded with the Magnetic Stripe facing

down and towards the back of the Printer.

2 Verify the Driver Settings.

a. Ensure that the Coercivity setting in the driver corresponds to the type of

cards that are being used.

• High Coercivity = 2750 Oersted

• Low Coercivity = 300 Oersted

(Note: See the Using the Magnetic Encoding tab

procedure on page 138.)

Resolving the No Prox Encoder Error Message

Symptom: The Printer is receiving encoding data, but the Printer is not configured with this

Encoder type.

Step Procedure

1 Ensure the LCD Setting correct.

a. Press Select on the LCD.

b. Select Setup Printer and Encoder Settings.

c. Change the Prox Setting from None to Installed.

2 Check the appropriate software user’s manual for specific encoding

instructions if the encoding data was sent in error.

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Resolving the No Smart Encoder Error Message

Symptom: The Printer is receiving encoding data, but the Printer is not configured with this

Encoder type.

Step Procedure

1 Ensure the LCD Setting correct.

a. Press Select on the LCD.

b. Select the Setup Printer and Encoder Settings.

c. Change the Smart Setting from None to Installed.

2 Check the software user’s manual for encoding instructions if the encoding

data was sent in error.

Resolving the Failed Smart Encode Error Message

Symptom: The card's smart chip was not encoded properly.

Step Procedure

1 Check to ensure that the cards are loaded with the smart chip facing up and

are being fed into the Printer first.

2 Verify that the card is entering the E-card Docking Station properly..

a. Send an encoding print job from the computer.

b. Watch the card feed into the Printer and enter the E-card Docking Station.

c. Adjust the Flipper Offset (as needed) if the card is not feeding into the E-

card Docking Station properly. See Resolving the Card Jam on the Flipper Table in page 24.

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Removing the Card Jam in the Printer’s Magnetic Encoding Area

Symptom: A card is jammed in the magnetic encoding area of the Printer.

Step Procedure

1 Clear the jammed card.

a. Open the Top Cover.

b. Use the arrows on the LCD panel to move the card forward or backward to

free the card.

2 Inspect the Card Feed Roller Motor for proper operation.

a. Leave the power ON and open the Top Lid and Printhead Arm.

b. Press the FORWARD button to advance the card or the BACK button to

reverse the card. Use these buttons to move the card through the Printer.

3 Ensure that the cards are feeding into the Encoding Module properly.

a. Reset power on the Printer to clear any error messages.

b. Select the Menu from the LCD.

c. Select the Print Test Image from the menu. See the Printing the Self-test

on page 190.

d. Select the Magnetic Test from the menu. (Note: A card is fed from the

input hopper onto the Flipper table and rotated into the Encoding Module.)

e. If the card appears to jam against the components of the encoding

assembly, adjust the Encoder angle of the Flipper Offset. See the Resolving the Card Jam on the Flipper Table

4 Adjust the Flipper Offset.

a. Select Menu on the LCD display.

b. Select Setup Printer.

c. Select Flipper Offset.

d. Select Encoder Angle.

e. Change the setting on the small increments. (Note: A negative

adjustment will lower the side of the Flipper Table closest to the Exit Hopper.)

f. Press Select to save the new value.

procedure on page 24.

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Removing the Card Jam in the Printer’s Smart Card Encoding Area

Symptom: A card is jammed in the Smart Card encoding area of the Printer.

Step Procedure

1 Clear the jammed card.

a. Open the Top Cover.

b. Use the arrows on the LCD panel to move the card forward or backward to

free the card.

2 Inspect the Card Feed Roller Motor for proper operation.

a. Leave the power ON and open the Top Lid and Printhead Arm.

b. Press the FORWARD button to advance the card or the BACK button to

reverse the card. (Note: Use these buttons to move the card through the Printer.)

3 Adjust the Flipper Offset.

a. Select Menu on the LCD display.

b. Select Setup Printer

c. Select Flipper Offset.

d. Select Encoder Angle

e. Change the setting on small increments. (Note: A negative adjustment

will lower the side of the Flipper Table closest to the Exit Hopper.)

f. Press Select to save the new value.

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Resolving the Printer not reading Encoded Magnetic Track Data

Step Procedure

1 Verify that the cards are loaded properly with the Magnetic Stripe facing down

and towards the back of the Printer.

2 Verify that the card is encoded with magnetic data by using a magnetic imager

or developer solution.

Use WordPad (a Windows 95/ 98/ ME/ NT/ 2000/XP word processing program in the Accessories Program Group), as shown on the next page.

a. Open the program and type in: ~1%JULIEANDERSON^1234567890?

b. Select File > Page Setup and click on the Printer button.

c. Ensure that the DTC500 Series Card Printer/Encodersis selected and click

on OK.

d. Change all the margin settings to zero (0) and click on OK.

e. Go to File on Menu Bar and select Print. (Note: The Printer should then

feed a card into the Encoder and magnetically encode it.)

Caution: Ensure that the Coercivity of the cards matches the setting

in the driver.

5 Compare the settings for the card reader to the settings in the driver.

Caution: Ensure that the Magnetic Stripe on the card is free of

scratches or voids.

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Resolving the Printer not reading Encoded Magnetic Track Data (continued)

See the previous procedure in this section.

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Resolving the Magnetic Stripe Data being printed on a Card problem

Step Procedure

1 Confirm that the application is formatting the magnetic string correctly. See the

Sending the Track Information

procedure on page 151.

Use WordPad (a Windows 95/ 98/ ME/ NT/ 2000/XP word processing program in the Accessories Program Group). See previous page for display.

a. Open the program and type: “~1%JULIEANDERSON^1234567890?”

b. Select File > Page Setup and click on the Printer button.

c. Ensure that the DTC500 Series Card Printer/Encodersis selected and click

OK.

d. Change all the margin settings to zero (0) and click OK.

e. Go to File on Menu Bar and select Print. (Note: The Printer should then

feed a card into the Encoder and magnetically encode it.)

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Printing Process Errors

Resolving the Ribbon Alignment Error Message

Step Procedure

1 Check that the Ribbon is loaded properly and completely seated on the hubs.

2 Check that the marks on the Ribbon are complete.

4 Test the Ribbon Sensor.

6 Clear the jam and reboot the Printer if the Ribbon is jammed.

Check the Motor operation to ensure that the Ribbon moves in both Forward and Backward directions on Power Up.

a. Remove the back cover and locate the connector labeled J16 on the main

board.

b. Check the voltage for each of the five (5) Ribbon Sensors at their

connection to the Main Board.

c. Use a Multimeter to ground the negative lead to the chassis and put the

positive lead on pins 3, 5, 7, 9, and 11 of J16 on the main board.

d. Place a RibbonTraq™ mark over the Ribbon Sensor. (Note: The voltage

should be less than 1 VDC.)

e. Remove the RibbonTraq mark from the Ribbon Sensor. (Note: The

voltage should be greater than 4 VDC.)

f. Replace the Sensor if the voltages are incorrect. See the Replacing the

Ribbon Sensor Array Assembly (840108) procedure on the next page.

Install a new Ribbon and press the Resume button to continue if the Ribbon is out.

7 Repair the Ribbon.

a. Repair the Ribbon by taping it back on to the take-up core if the Ribbon is

broken.

b. Press the Resume button to continue or Cancel to reset the Printer.

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Replacing the Ribbon Sensor Array Assembly (840108)

Tools Required: Phillips-head Screwdriver, Torx T10 Screwdriver

Step Procedure

Caution: Turn OFF the Printer and unplug the power cord from the Printer.

2 Lift up on the bottom edge of the Top Lid (D850289); tilt it back into the fully

open position.

3 Use the Phillips-head Screwdriver to remove the two screws (130939) located

near the hinges.

4 Release the plastic tabs in the four corners of the cover.

5 Lift the cover off of the Printer.

6 Use the Torx T10 Screwdriver to remove the screw (F000169) from the front side

of the Ribbon Sensor Array.

7 Remove the Retainer Clip from the end of the shaft just above the Ribbon

Sensor Array.

8 Use the Torx T-10 Screwdriver to remove the screw (F000169) from the front

side of the cross-member to the right of the Ribbon Sensor Array

9 Spread the sides of the Printer apart until there is enough clearance to remove

the Ribbon Sensor Array.

10 Take the Ribbon Sensor Array Assembly from the Printer.

11 Disconnect the two cable connectors from the back of the Sensor board.

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Resolving the Print Ribbon Error Message

Symptom: The Print Ribbon is not installed properly, or it has run out, jammed, broken, or

been damaged.

Step Procedure

1 See Resolving Ribbon Alignment Errors on page 48, for details.

Resolving the Print Ribbon Out Error Message

Symptom: The Print Ribbon has run out.

Step Procedure

Install a new Ribbon, and press Resume to continue.

Resolving the Ribbon Jam / Broke Error Message

Symptom: An error message is displayed on the LCD, and the Ribbon is broken.

Step Procedure

1 Verify that the Print TOF and Print EOF are set correctly.

a. If the break occurs before anything is printed to the card, reduce the Print

TOF by 5.

b. If the break occurs after the yellow panel is transferred to the card, reduce

the Print EOF by 5.

c. Print a self-test to verify operation. See Printing the Self-test

on page 190.

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Resolving the Wrong Print Ribbon Error Message

Symptom: The Print Ribbon (installed in the Printer) does not match the Ribbon type

(selected in the Printer driver).

Step Procedure

1 Verify that the Ribbon is installed properly by ensuring that:

• The Ribbon is loaded with the supply side closest to the Card Input

Hopper.

• The Ribbon is rolling from the bottom of the spool to the bottom of the take

up spool.

2 Verify if the Driver has been set correctly.

a. Open the Printer control panel from the computer.

• If using Windows 95/98/ME, right click on the DTC500 Series Card

Printer/EncodersIcon and select Properties.

• If using Windows NT 4.0, right click on the DTC500 Series Card

Printer/Encodersand select Document Defaults.

• If using Windows 2000/XP, right click on the DTC500 Series Card

Printer/Encodersand select Printing Preferences.

b. Click on the Device Option tab. See the Using the Device options tab

procedure on page 111.

c. Verify that the Ribbon Type setting that is listed matches the Ribbon that is

installed in the Printer. (Note: It may be possible to have Driver settings that are different from those found in the Printer control panel within the application.)

d. Check any page setup functions in the software to verify that the Ribbon

type matches.

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Resolving the Unknown Ribbon Type Error Message

Symptom: The Printer is unable to determine the type of Ribbon installed.

Step Procedure

1 Verify the Ribbon type.

a. Ensure that the print Ribbon installed in the Printer is a DTC Ribbon.

(Note: Although similar in appearance, an HDP Ribbon installed in a DTC Printer will produce an Unknown Ribbon Type error message.)

2 Test the Ribbon Sensor (840108).

a. Remove the back cover and locate the connector labeled J16 on the main

board.

b. Check the voltage for each of the five (5) Ribbon Sensors at their

connection to the main board.

c. Use a Multimeter to ground the negative lead to the chassis and put the

positive lead on pins 3, 5, 7, 9, and 11 of J16 on the main board.

d. Place a RibbonTraq™ mark over the Ribbon Sensor. (Note: The voltage

should be less than 1 VDC.)

e. Remove the RibbonTraq mark from the Ribbon Sensor. (Note: The

voltage should be greater than 4 VDC.)

f. Replace the Sensor if the voltages are incorrect. See the Replacing the

Ribbon Sensor Array Assembly (840108)

procedure on page 49.

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Resolving the Headlift Error Message

Symptom: The Printer was unable to raise or lower the Printhead.

Step Procedure

Press the Resume button to retry.

2 If the Headlift does not rotate, check the Headlift Motor (A000124) to ensure

that it is running.

3 If the Headlift Motor is not running, replace the Headlift Motor. See the

Replacing the Headlift Motor (A000124) procedure in the next two pages.

4 If the head cycles but does not stop at the position every time, check the

Headlift Sensor as described in Sensor Testing

If the Headlift Sensor is failing, replace it. See the Replacing the Headlift

on page 184.

Sensor (A000126) in the next two pages.

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Replacing the Headlift Motor (A000124)

Tools Required: Phillips-head Screwdriver, Torx T-10 Screwdriver

Step Procedure

Caution: Turn OFF the Printer and unplug the power cord from the Printer.

2 Lift up on the bottom edge of the Top Lid (D850289); tilt it back into the fully

open position.

3 Use the Phillips-head Screwdriver to remove the two screws (130939) located

near the hinges.

4 Release the plastic tabs in the four corners of the cover.

5 Lift the cover off of the Printer.

6 Use the Torx T-10 Screwdriver to remove the two screws that secure the Headlift

Motor to the front side plate.

7 Tip the Printer carefully on its back and remove the Headlift Motor through the

bottom access hole.

8 Set the Printer upright carefully.

9 Disconnect the cable connector.

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Replacing the Headlift Sensor (A000126)

Tools Needed: Phillips-head Screwdriver, Torx T10 Screwdriver,

Step Procedure

Caution: Turn OFF the Printer and unplug the power cord from the Printer.

2 Lift up on the bottom edge of the Top Lid (D850289); tilt it back into the fully

open position.

3 Use the Phillips-head Screwdriver to remove the two screws (130939) located

near the hinges.

4 Release the plastic tabs in the four corners of the cover.

5 a. Carefully lift the cover off of the Printer.

b. Remove the LCD interface cable at the main circuit board, and disconnect

the grounding cable at the power supply casing.

6 a. Completely remove the Card Output Hopper from the Printer by pulling back

the release tab at the bottom of the Printer.

b. Remove the two (2) Circuit Board mounting screws located in the Hopper

opening.

Continued on the next page

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Replacing the Headlift Sensor (A000126) (Continued)

Step Procedure

7 Remove the circuit board mounting screw located below the Printhead lifter arm

pivot.

8 From the back of the Printer, use the Torx T10 Screwdriver to remove the top

three (3) Circuit Board mounting screws located at the left, middle and right sections.

9 Along the left edge of the circuit board, remove the two (2) mounting screws at

the middle and lower section.

10 At the bottom mid-section of the circuit board, remove the last mounting screw.

11 Carefully disconnect the cables from the main circuit board. All cables should be

factory-labeled.

(Note: Some nylon tie wraps may need to be cut to remove cables attached to the main circuit board. Carefully cut these tie wraps using a wire cutter.)

12 Remove the Main Board.

(Note: When replacing the circuit board, be sure all cables are carefully routed, as not to bind with pulleys, belts and any other moving parts.)

13 Locate the Sensor near the bottom of the Printer.

14 Use the Torx T-10 Screwdriver to remove the two screws.

15 Disconnect the cable connector.

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Resolving the Printer pausing between panels error

Symptom: The Printhead Fan is not operating properly.

Step Procedure

1 Confirm that the fan operates correctly.

a. Upon power up, the fan should run momentarily and shut off.

b. Verify that the fan is plugged into the Main Print Board properly on J13.

2 Check the Printhead fans for pinched wires.

a. Inspect the wires that are routed under the top cover and through to the

back of the board to ensure that they are not pinched.

3. Verify if the thermal Regulator on the Printhead has failed.

a. Remove the Printhead and reseat cable connections. See the Removing

the Original Printhead Assembly procedure on page 61.

b. If problem persists, replace with a new Printhead. See the Replacing the

Printhead Components procedure on the next page.

4 Ensure that the Printer has received data (at the speed that it requires). See

Communication Errors

on page 16.

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Replacing the Printhead Components

Replacing the Printhead Assembly (850102)

Tools Required: Phillips-head Screwdriver

Step Procedure

1 Before removing the Old Printhead Assembly, follow this procedure:

a. Print a test card with the current Printhead by selecting MENU from the front

display panel, then selecting [Print Test Image] and then selecting [Gray/Align YMC/K]. See the Printing the Self-test provides a card to use as a guide for when printing test cards with the new Printhead.)

b. Record the R-value from the white label attached to the new Printhead.

(Note: This label can be found beneath the Printhead mounting bracket located in the mid-section of the Printhead Assembly.)

Locate the value labeled R=XXXX, where XXXX are numbers that represent the average resistance value of the Printhead.

in page 190. (Note: This

Example: R=3400

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Replacing the Printhead Assembly (850102) (continued)

Compress these 2 springs to remove the Printhead, as shown below.

These arrows (below) show how the Printhead fits into the mounting bracket.

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Replacing the Printhead Assembly (850102) (continued)

When you remove the Printhead, you can see the circled area, as shown in the photo below. (Note: This is where the Printhead serial number and resistance value is located. It can only be seen when you hold the Printhead, as shown here.)

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Removing the Original Printhead Assembly

Step Procedure

Caution: Turn OFF the Printer and unplug the power cord from the Printer.

2 Unplug the Parallel Port cable from the Printer.

3 Open the Top Lid (D850289) of the Printer by lifting up on its bottom edge and

tilting it back into the fully open position.

4 a. Unhook the blue-colored Printhead latch levers (D850189).

b. Raise the Printhead Arm Assembly (D850252).

5 a. Lift up on the top bracket of the Printhead Assembly.

b. Compress the head springs (150074).

c. Rotate the Printhead Assembly out from the retaining hooks on the sides of

the Printhead Arm Assembly.

Continued on the next page

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Removing the Original Printhead Assembly (continued)

Step Procedure

6 Gently disconnect the Printhead Harness Cable (D850185) from the mid-section

of the Printhead Assembly.

7 On the back of the Printhead Assembly, use the Phillips Screwdriver to remove

the grounding screw and grounding strap.

Installing the New Printhead Assembly

Step Procedure

1 Reverse steps 3 through 6 above to install the new Printhead Assembly.

2 When completed, apply power to the Printer and allow the Printer to follow its

normal power-up cycle.

From the front panel display, select the MENU button.

4 At the Select Function window, press the down arrow once and select [Setup

Printer].

5 At the Change Parameter window, press the down arrow three times and select

[Head Resistance].

6 Use the up and down arrows to change the Current Value to closely match the

resistance value recorded from the new Printhead. (Note: The value on the display will change at 50-ohm increments. Adjust the value as closely as possible.)

When the Current Value is set, press the Select button, then the Exit button to return to the main display.

8 Print a test card by selecting MENU from the front display panel, then selecting

[Print Test Image] and then selecting [Gray/Align YMC/K]. See the Printing the

Self-test on page 190. (Note: This confirms that the new Printhead Assembly is

functioning properly. If the test print looks good and is consistent with the overall position of the test print printed with the old Printhead, the Printhead installation is complete.)

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Resolving the Printhead Temp Error Message

Symptom: The Printhead Temperature Regulator is not functioning properly.

Step Procedure

1 Reboot the Printer.

• If the problem persists, remove the Printhead and ensure that the

Printhead Cables are seated properly. See the Replacing the Printhead

Components procedure on page 58.

• Remove the back cover (as needed) to verify the Printhead Cable

connection to the Main Print Board. See the Replacing the Main Board procedure on page 29.

2 Replace the Printhead if (after checking the Printhead Cable connection at

both the Printhead and the Main Print Board) the error is still displayed on startup.

See the Replacing the Printhead Components

Confirm that the cooling fan above the Printhead is operating properly. (Note:

procedure on page 58.

Upon power up, the fan should run momentarily and shut off.)

4 Replace the Main Print Board if problem still remains.

See the Replacing the Main Board

procedure on page 29.

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Resolving the Flipper Alignment Error Message

Symptom: A Flipper Alignment error was displayed on the LCD.

Step Procedure

1 Check for any obstruction.

a. Open the Top Lid.

b. Remove the Ribbon.

c. Ensure that there are no obstructions.

2 Verify the Motor operation.

a. Test the Flipper Table Home Sensor (140407) by entering the FLIPPER

OFFSET in the PRINTER SETUP menu on the LCD display.

b. Ensure that Level is selected and press the Select button.

c. without making any adjustment, press the Select button.

(Note: This should cause the Flipper Table to attempt to home itself.)

3 Test the Flipper Home Sensor (140407).

a. Remove the screws from the rear cover.

b. Tilt the back cover outwards from the Printer

c. Using a Digital Voltmeter, connect the negative lead to its ground.

d. Connect the positive lead to Pin 4 of J7.

• If blocked, the voltage should read  3.2 VDC.

• If unblocked, the Sensor should read > .4 VDC.

e. If the voltages from the Flipper Home Sensor do not match, replace the

Sensor. See the Replacing the Flipper Home Sensor (140407) procedure on the next page.

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Replacing the Flipper Home Sensor (140407)

Tools Required: Phillips-head Screwdriver, Torx T10 Screwdriver

Step Procedure

Caution: Turn OFF the Printer and unplug the power cord from the Printer.

2 Lift up on the bottom edge of the Top Lid (D850289); tilt it back into the fully

open position.

3 Use the Phillips-head Screwdriver to remove the two screws (130939) located

near the hinges.

4 Release the plastic tabs in the four corners of the cover.

5 Lift the cover off of the Printer.

6 Use the Torx T10 Screwdriver to remove the two screws that secure the Sensor

Board Assembly.

7 Disconnect the Sensor Board Assembly Cable.

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Firmware Errors

Resolving an Upgrade Failed error

Symptom: An Upgrade Failed error is displayed on the LCD during the upgrade process

Step Procedure

1 Determine if there is interference from an external device.

a. Do not use an A/B Switch Box, dongle key or other peripheral in line with

the parallel cable.

b. If using a Switch Box, dongle key or other peripheral, remove it while

testing communication between the computer and the Printer.

c. If needed, replace the Switch Box, dongle key or other peripheral (once it is

determined that the cause of the interference is not the Switch Box or peripheral). See the Updating the Main Firmware

Alternative: Add a second Parallel Port into the computer (if a second Printer is required).

procedure on page 210.

Continued on the next page.

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Resolving an Upgrade Failed error (continued)

Step Procedure

2 Ensure that the proper procedure is being used. See the Firmware Updater

Application Program procedure on page 208.

a. Follow the instructions on the attached DTC Firmware Upgrade Guide to

insure that the correct data is being transferred to the Printer.

b. If the Firmware Update Program is corrupt, then uninstall the entire

program from the PC, and download the newest version of the program and install it from FARGO’s web site via:

http://www.fargo.com

See the Downloading Firmware Updates procedure on page 209. See the next page.

3 Update from the 32-bit Print Spooler.

a. Install and open the 32-bit Print Spooler program.

b. Click on File in the menu and select the Open option.

c. Point this window to the directory (where the latest Firmware is located on

the PC). (Note: This Firmware file will always have a *.s19 extension)

d. Once the Firmware file is selected, the Printer needs to be restarted into

SYSTEM UPGRADE mode. Follow this procedure:

• At the PRINTER READY screen, select the Menu option.

• Press the DOWN arrow, until the brackets are around the “System

Upgrade”.

• Press the Select option.

• Select YES when the screen displays: Are you sure you want to

continue? (Note: When the Printer reboots, it will be in System

Upgrade mode, and will begin to count up from 0 seconds to 60 sec.)

• Click the Print button on the 32-bit Print Spooler as the DTC LCD

display begins its countdown. (Note: The DTC Display should then

run through its Update process. See the next page.)

e. Reboot the Printer after it has completed the process.

Continued on the next page

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Resolving an Upgrade Failed error (continued)

See the previous procedure in this section.

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

Continued on the next page

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Resolving a Program Exception Error

Symptom: An error has occurred in the Printers Firmware and a Program Exception Error.

Step Procedure

1 Restart the Printer and attempt to print the card again.

a. If no Error is displayed, continue printing.

b. If a Program Exception is displayed again, continue to step 2.

2 Reload the Firmware. See the Updating the Printer's Firmware on page 209.

3 Replace the Main Board. See the Replacing the Main Board procedure on

page 29.

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Diagnosing the Image Problems

Resolving the Pixel failure problems

Symptom: A thin line or scratch travels the entire length of the card.

Step Procedure

1 Check the card stock for scratches. Replace the cards (as needed).

2 Examine the Printhead for visible damage.

3 Clean the Printhead.

a. Remove watches, rings, bracelets, and other jewelry.

b. Open the Top Cover and Printhead Arm.

c. Use a Printhead Cleaning Pen from the Printer Cleaning Kit to firmly wipe

back and forth across the surface of the Printhead.

d. Close the Top Cover and Printhead Arm once the Printhead is completely

dry.

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Resolving the Pixel failure problems (continued)

Step Procedure

4 Replace the Cleaning Tape.

a. Open the Printer's Top Cover.

b. Pull the Cleaning Cartridge out of the Printer.

c. Open the Cleaning Cartridge by pressing on the release tab of the clear

Cleaning Cartridge Cover and pulling the cover up.

d. Pull up on the used cleaning tape and lift it and the two Tape Rollers out of

the Cartridge. (Note: The Cleaning Roller can stay within the Cartridge.)

e. Insert the two Tape Rollers into the new Cleaning Tape loop.

f. Place the Tape Rollers and the new tape back into the cartridge.

• Be sure to orient the new tape loop so that it extends over the Cleaning

Roller once installed.

• Place the Roller closest to the cartridge's handle in first, and then press

the second Roller into place.

g. Set the clear Cleaning Cartridge Cover back into place.

• Be sure the tabs on the cover are seated properly into the slots on the

cartridge as shown below.

• When in place, press down on the top of the cover until it snaps shut.

h. Pull on the tape loop's tab to remove the backing from the tape.

i. Insert the Cleaning Cartridge back into the Printer.

• Be sure to push down on the cartridge until it clicks into place.

• If the cartridge is not inserted properly, the Printer will not feed cards.

Continued on the next page

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Resolving the Pixel failure problems (continued)

Step Procedure

5 Clean the Platen Rollers.

a. Leave the Printer power ON and open the Top Cover and Printhead Arm.

b. Remove the print Ribbon.

c. Locate the Print Platen Roller, as shown below.

d. Use a Cleaning Pad from the Printer Cleaning Kit to wipe the Roller clean.

e. Locate the Transfer Platen Roller, as shown below.

f. Use a Cleaning Pad from the Printer Cleaning Kit to wipe the Roller clean.

• Press the FORWARD and BACK buttons to move the Roller back and

forth while cleaning.

g. Replace the printing supplies.

h. Close the Print and Transfer Stations after the Rollers are clean and

completely dry.

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Resolving the Card surface debris problems

Symptom: Prints have spots (white or colored voids) and/or dust on them, as shown after

Step 4 in this procedure.

Step Procedure

1 Be sure the cards are clean and stored in a dust-free environment.

Caution: Cards with embedded contaminants in the surface should not be used.

2 Clean the inside of the Printer.

a. Open the Top Cover and Printhead Arm.

b. Remove the print Ribbon from the Printer.

c. Use a can of compressed air to blow out all visible areas of the Printer

interior.

d. Use a cleaning pad from the Printer Cleaning Kit to wipe out all visible areas

inside the Printer.

e. Remove any debris that may be inside.

Caution: Be extremely careful not to let any alcohol drip inside the Printer!

f. Re-install the printing supplies.

g. Close the Top Cover and Printhead Arm.

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Resolving the Card surface debris problems (continued)

Step Procedure

3 Replace the Cleaning Tape.

a. Open the Printer's Top Cover.

b. Pull the Cleaning Cartridge out of the Printer.

c. Open the Cleaning Cartridge by pressing on the release tab of the clear

Cleaning Cartridge Cover and pulling the cover up.

d. Pull up on the used cleaning tape and lift it and the two Tape Rollers out of the

Cartridge. (Note: The Cleaning Roller can stay within the Cartridge.)

e. Insert the two Tape Rollers into the new Cleaning Tape loop.

f. Place the Tape Rollers and the new tape back into the cartridge.

Caution: Be sure to orient the new tape loop so that it extends over the Cleaning Roller once it is installed.

g. Place the Roller closest to the cartridge's handle.

h. Press the second Roller into place.

i. Set the clear Cleaning Cartridge Cover back into place.

Caution: Be sure the tabs on the cover are seated properly into the slots on the cartridge as shown below.

j. When in place, press down on the top of the cover until it snaps shut.

k. Pull on the tape loop's tab to remove the backing from the tape.

l. Insert the Cleaning Cartridge back into the Printer.

Caution: Be sure to push down on the cartridge until it clicks into place. If the cartridge is not inserted properly, the Printer will not feed cards.

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Resolving the Card surface debris problems (continued)

Step Procedure

4 Clean the Platen Roller.

a. Leave the Printer power ON and open the Top Cover and Printhead Arm.

b. Remove the print Ribbon.

c. Locate the Platen Roller, as shown below.

d. Use a Cleaning Pad from the Printer Cleaning Kit to wipe the Roller clean.

e. Press the FORWARD and BACK buttons to move the Roller back and forth

while cleaning.

f. Replace the printing supplies and close the Top Cover and Printhead Arm after

the Rollers are clean and completely dry.

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Resolving the incorrect Image Darkness problems

Symptom: Printed cards are too dark or too light, as shown on the next page.

Step Procedure

1 Run a Self-Test from the Printer. See the Printing the Self-test on page 190.

a. Select Menu from the LCD.

b. Select Print Test Image from the menu.

c. Select Gray/Align Self-test from the Menu.

d. If the Self test card does not appear to have the same darkness issues,

continue to step 2 (Adjusting the Dye sub intensity).

e. If the self test card does appear to have the same darkness issues, continue to

step 3 (Adjusting the image darkness).

2 Adjust the Dye-Sub Intensity setting within the Image Color tab of the Printer

driver. See the Using the Image Color tab

procedure on page 123.

a. Open the Printer control panel from the computer.

• If using Windows 95/98/ME, right click on the DTC500 Series Card

Printer/EncodersIcon and select Properties.

• If using Windows NT 4.0, right click on the DTC500 Series Card

Printer/Encodersand select Document Defaults.

• If using Windows 2000/XP, right click on the DTC500 Series Card

Printer/Encodersand select Printing Preferences.

b. Click on the Image Color tab.

• If the image is too light, adjust the Dye-Sub Intensity to a more positive

value.

• If the Image is too dark, adjust the Dye-Sub Intensity to a more negative

value.

Correct the Image Darkness in the LCD. See the Adjusting the Image Darkness procedure on page 200.

a. Select Menu from the LCD.

b. Select Setup Printer, and then select Image Darkness.

• If the image is too light, adjust the current value to a more positive number.

• If the Image is too dark, adjust the current value to a more negative

number.

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

Continued on the next page

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Resolving the incorrect Image Darkness problems (continued)

See previous procedure in this section.

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Resolving the incorrect Image Darkness problems (continued)

See previous procedure in this section.

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

Continued on the next page

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Resolving the Ribbon wrinkle problems

Symptom: Printed cards have off-colored lines or streaks on them, as shown on the next

page.

Step Procedure

1 Confirm that the Printer is using the most current driver from:

http://www.fargo.com

2 Adjust the Dye-Sub Intensity setting within the Image Color tab of the Printer

driver. See the Using the Image Color tab

a. Open the Printer control panel from the computer.

• If using Windows 95/98/ME, right click on the DTC500 Series Card

Printer/EncodersIcon and select Properties.

• If using Windows NT 4.0, right click on the DTC500 Series Card

Printer/Encodersand select Document Defaults.

procedure on page 123.

• If using Windows 2000/XP, right click on the DTC500 Series Card

Printer/Encodersand select Printing Preferences.

b. Click on the Image Color tab.

c. Adjust the Dye-Sub Intensity to a more negative value in increments of 10%.

Correct the Image Darkness in the LCD. See the Adjusting the Image Darkness procedure on page 200.

a. Select Menu from the LCD.

b. Select Setup Printer, and then select Image Darkness.

c. Adjust the current value to a more negative number in increments of 2.

3 Adjust the Ribbon Tension. See the Adjusting the Ribbon Tension procedure on

page 198.

a. Select Menu from the LCD.

b. Select Setup Printer, and then select Ribbon Tension.

c. Adjust the current value to a more positive number.

Continued on the next page

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Resolving the Ribbon wrinkle problems (continued)

Step Procedure

5 Check the Printhead for debris and burrs.

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Resolving the excessive Resin Printing problems

Symptom: Black resin text and barcodes appear smeared or too thick, as shown below.

Step Procedure

1 Reduce the Resin Heat setting within the Image Color tab of the Printer driver.

See the Using the Image Color tab

a. Open the Printer Control Panel from the computer.

• If using Windows 95/98/ME, right click on the DTC500 Series Card

Printer/EncodersIcon and select Properties.

• If using Windows NT 4.0, right click on the DTC500 Series Card

Printer/Encodersand select Document Defaults.

• If using Windows 2000/XP, right click on the DTC500 Series Card

Printer/Encodersand select Printing Preferences.

b. Click on the Image Color tab.

c. Adjust the Resin Heat to a more negative value in increments of 5%.

procedure on page 123. See the next page.

Correct the Image Darkness in the LCD. See the Adjusting the Image Darkness procedure on page 200. See the next page.

a. Select Menu from the LCD.

b. Select Setup Printer, and then select Image Darkness.

c. Adjust the current value to a more negative number in increments of 2.

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Resolving the excessive Resin Printing problems (continued)

See the previous procedure in this section.

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Resolving the incomplete Resin Printing problems

Symptom: Black resin text and barcodes appear faded or too light, as shown below.

Step Procedure

Reduce the Resin Heat setting within the Image Color tab of the Printer driver. See the Using the Image Color tab

procedure on page 123. See the next page.

a. Open the Printer control panel from the computer.

• If using Windows 95/98/ME, right click on the DTC500 Series Card

Printer/EncodersIcon and select Properties.

• If using Windows NT 4.0, right click on the DTC500 Series Card

Printer/Encodersand select Document Defaults.

• If using Windows 2000/XP, right click on the DTC500 Series Card

Printer/Encodersand select Printing Preferences.

b. Click on the Image Color tab.

c. Adjust the Resin Heat to a more positive value in increments of 5%.

Correct the Image Darkness in the LCD. See the Adjusting the Image Darkness procedure on page 200. See the next page.

a. Select Menu from the LCD.

b. Select Setup Printer, and then select Image Darkness.

c. Adjust the current value to a more positive number in increments of 2.

Continued on the next page

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Resolving the incomplete Resin Printing problems (continued)

See the previous procedure in this section.

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Resolving the cut off or off-center Card Image problems

Symptom: The printing is cut off or is not centered on the card. This causes a white border

to appear on the card, as shown below.

Step Procedure

1 Use the Image Position within the Card tab of the Printer driver to precisely

center the image. See Using the Image Position button

on page 171.

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Resolving the poor Image Quality problems

Symptom: The photos on the cards look pixilated or grainy, as shown below.

Step Procedure

1 Use a high-resolution, 24-bit color image to always capture an image:

• at a 24-bit color setting

• at 300 dpi

• at the same size that it will be printed on the card, (as captured either with a

scanner or with a digital camera)

Caution: If a small or low-resolution image is stretched or blown up, a pixilated or grainy effect will occur when printing, as shown below.

Good Bad

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Printing a Test Image

Step Procedure

Choose Print Test Image to select a preset test image. (Note: These images help to determine if the Printer is functioning properly.)

Scroll to the desired test image from the Select Test Image options and press the

Select button.

Reviewing the Gray/Align YMC/K Self-Test

Step Procedure

1 Use this card to determine Image Placement and confirm that the Printer is

working properly. (Note: The image consists of sixteen (16) gray scale boxes and alignment arrows.)

Adjust the Image Placement. (Note: The gray boxes are composed from a composite of YMC color panels.)

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Reviewing the Color/Resin YMCK Self-Test

Step Procedure

1 Use this card to determine Image Placement and confirm that (a) the image colors

are properly reproduced and (b) the Resin Panel is printing properly. (Note: The Image consists of twelve spot colors, YMC and RGB, as well as gray density bars and thin resin lines.)

Reviewing the Color Bars YMC Self-Test

Step Procedure

1 Use this card to confirm that image colors are properly reproduced. Image consists

of sixteen graduated steps of RGB and YMCK. (Note: This print will provide maximum image size, giving complete card coverage on a CR-80 sized card.)

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Reviewing the Card Count Self-Test

Step Procedure

1 Use this card to view counts for Card Count (CC), Pass Count (PC), and Transfer

Count (TC), and Lamination Count (LC).

• The Card Count is the total number of cards the Printer has produced. Pass

Count is the total number of print passes made by the Printhead. (Note: A

pass is measured each time a single Ribbon panel is printed or passes beneath the Printhead.)

• The Transfer Count is the total number of times the Printer transfers an image

to a card.

Reviewing the Magnetic Test option

Step Procedure

1 Use this option only applies if a Magnetic Encoding module is installed in the

Printer. (Note: The Printer will feed, encode, and eject a card. Be sure to have high Coercivity cards installed when running this test.)

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Card Lamination Module

The purpose of this section is to provide the User with specific information on Printer adjustment procedures.

Safety Messages (review carefully)

Symbol Critical Instructions for Safety purposes

Danger: Failure to follow these installation guidelines can result in death or

serious injury.

Information that raises potential safety issues is indicated by a warning

symbol (as shown to the below).

• To prevent personal injury, refer to the following safety messages

before performing an operation preceded by this symbol.

• To prevent personal injury, always remove the power cord prior to

performing repair procedures, unless otherwise specified.

• To prevent personal injury, make sure only qualified personnel

perform these procedures.

Caution: This device is electrostatically sensitive. It may be damaged if

exposed to static electricity discharges.

Information that raises potential electrostatic safety issues is indicated by a

warning symbol (as shown to the below).

• To prevent equipment or media damage, refer to the following safety

messages before performing an operation preceded by this symbol.

• To prevent equipment or media damage, observe all established

Electrostatic Discharge (ESD) procedures while handling cables in or near the Circuit Board and Printhead Assemblies.

• To prevent equipment or media damage, always wear an appropriate

personal grounding device (e.g., a high quality wrist strap grounded to avoid potential damage).

• To prevent equipment or media damage, always remove the Ribbon

and Cards from the Printer before making any repairs, unless otherwise specified.

• To prevent equipment or media damage, take jewelry off of fingers

and hands, as well as thoroughly clean hands to remove oil and debris before working on the Printer.

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Take-Up Roll

Loading the Overlaminate

The loading process for both the Thermal Transfer Film and the PolyGuard overlaminate material is the same. Refer to the following steps to load either type of overlaminate into the Printer.

Danger: Do not touch the metal lamination shield or the Lamination Roller when

loading overlaminate. You will burn yourself.

Step Procedure

1 Open the lamination module's Top Cover and Lamination Station.

2 Remove the overlaminate from its packaging.

3 The supply end of the overlaminate roll is the side containing the fresh, unused

portion of the overlaminate. The take-up end is the other side.

Continued on the next page

Supply Roll

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Loading the Overlaminate (continued)

Step Procedure

4 Place the supply end of the overlaminate roll in between the two black

Lamination Drive Hubs. (Note: The smaller Lamination Drive Hub closest to the front of the lamination module is spring loaded. Use the end of the supply roll with the black core plug to push this hub in when inserting the overlaminate roll. Make certain the overlaminate material is fed from beneath the roll as shown.)

Continued on the next page

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Loading the Overlaminate (continued)

Step Procedure

5 Close the lamination module. When you start to print, the Lamination Drive Hubs

will automatically engage the overlaminate core notches.

Caution: Do not reverse the overlaminate roll. Damage may occur to the lamination Roller!

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Adjusting the Card Lamination Module

The Card Printer supports the attachment of an optional Card Lamination Module. This module can be ordered pre-installed on the Printer from the factory or can be ordered separately as a field upgradeable module. Once attached, the Card Lamination Module allows you to apply FARGO certified overlaminates for more secure, tamper-resistant cards. This section explains all aspects of the Card Lamination Module's operation and the overlaminate materials available.

IMPORTANT! FARGO Card Printers require highly specialized print Ribbons to function properly. To maximize Printer life, reliability, printed card quality and durability, you must use only FARGO Certified Supplies. For this reason, your FARGO warranty is void, where not prohibited by law, if you use non-FARGO Certified Supplies. To order additional materials, please contact your authorized reseller.

Adjusting the Card Flattener

The Card Lamination Module provides an adjustable Card Flattener that allows you to finetune the flatness of laminated cards. This flattener works by reverse bending cards as they eject from the laminator while they are still warm.

In most cases, card warpage is only a concern when laminating on a single side of card stock which has a PVC-based core rather than a polyester-based core. Cards with a PVCbased core are not as heat resistant, and are not recommended for use when laminating

By default, the Card Flattener is configured at the factory to accommodate UltraCard III type card stock. (Note: If you are experiencing an unacceptable amount of card warpage, please refer to the following to adjust the Card Flattener.)

Step Procedure

1 Open the Card Lamination Module.

2 Remove the overlaminate material if installed.

Continued on the next page

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Adjustment

Adjusting the Card Flattener (continued)

Step Procedure

3 If laminated cards are bowing upward, turn the Card Flattener Adjustment Knob

clockwise. (Note: This pushes the flattener Roller down to increase the reverse bending pressure. For best results, turn the knob one full rotation, then print and laminate a test card. Repeat this process as necessary.)

4 If the card is bowing downward, the reverse bending pressure may be too great.

In this case, rotate the adjustment knob counter-clockwise. (Note: Some card types have very low heat resistance and may not be acceptable for laminating.)

Knob

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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CR100

Adjusting the Card Guide Rail

If applying PolyGuard overlaminate, you may find that the individual patch from the overlaminate roll may be off-center when applied to a card. (Note: Although the patch placement will vary slightly from card to card, they should never hang over the edge of the card.) See the Using the Lamination tab (only with Card Lamination Module) page 174.

To center the vertical placement of these patches across the card width, a mechanical adjustment can be made. If the PolyGuard patches are being applied too closely to, or overlapping, a card's top or bottom edge (as the card travels through the Printer), the laminator's Card Guide Rail should be adjusted. (Note: This adjustment is described below.)

Step Procedure

1 Open the lamination module's Top Cover and Lamination Station.

2 a. Feed a blank card into the module by inserting it through the output hopper

and reverse feeding it by pressing the Lamination module's Resume button.

procedure on

b. Manually position the card so its edge is flush with the Card Guide Rail.

Continued on the next page

Card Guide Rail

Screws

R90

CR80

Blank Card

Card Flipping

Mechanism

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Adjusting the Card Guide Rail (continued)

Step Procedure

3 Slightly loosen the two (2) screws which fasten the Card Guide Rail to the

Printer's main chassis.

4 If the PolyGuard patch is being placed more toward a card's top edge (as

shown), move the Card Guide Rail slightly toward the rear of the Printer (opposite the direction you would like the patch to move).

Continued on the next page

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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Adjusting the Card Guide Rail (continued)

Step Procedure

5 If the PolyGuard patch is being placed more toward a card's bottom edge (as

shown), move the Card Guide Rail slightly toward the front of the Printer (opposite the direction you would like the patch to move).

6 Always make very slight adjustments to the Card Guide Rail, and run a test print

after each adjustment until the optimum patch position is found. (Note: Be sure the Card Guide Rail always remains parallel to the card path and that the screws loosened in step 1 are retightened after each adjustment.)

Continued on the next page

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

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.010“/.25mm

Internal Card Guide

Adjusting the Card Guide Rail (continued)

Step Procedure

7 Once the adjustment is complete, be sure that the card is not binding between

the Card Guide Rail and the Internal Card Guide. (Note: Depending upon how much you adjusted the Card Guide Rail, you may also need to adjust the Internal Card Guide.)

When both are adjusted properly, there should be a slight space of about .010"/.25mm between the card edge and the Internal Card Guide as indicated here:

8 If necessary, adjust the Internal Card Guide as described in the remainder of this

section.

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

CR100

CR90

CR80

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Blank Card

CR100

Adjusting the Internal Card Guide

The Internal Card Guide is what holds the card in position as it feeds through the Card Lamination Module. This guide is factory-set to handle standard CR-80 sized cards. To adjust this guide, please refer to the following steps. (Note: If adjusting for an oversized card, you must also adjust the Printer’s Internal Card Guide.)

Step Procedure

1 Feed a blank card into the module by inserting it through the Output Hopper

and reverse feeding it by pressing the lamination module's Resume button. Manually position the card so its edge is flush with the Card Guide Rail.

Continued on the next page

Internal Card Guide

DTC500 Series Card Printer/Encoders Troubleshooting Guide (Rev. 3.0)

R90

CR80

Screws

100

FARGO electronics DTC500 Series Troubleshooting Manual

Specifications and Main Features

Frequently Asked Questions

User Manual