Entrust EM1 User Manual
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Entrust EM1 User Manual

Direct to card printers
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User's Guide
EM1 and EM2 Direct to Card Printers
October 2020
528164-001, Rev A

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  • Page 1 User’s Guide EM1 and EM2 Direct to Card Printers October 2020 528164-001, Rev A...
  • Page 2 Trademark Acknowledgments Entrust, Sigma and the hexagon design are trademarks, registered trademarks and/or service marks of the Entrust Corporation in the United States and other countries. Datacard is a registered trademark and service mark of Entrust Corporation in the United States and other countries.
  • Page 3 Revision Log Revision Date Description of Changes October 2020 First release of this document...

  • Page 5: Table Of Contents

    Contents Chapter 1: Introduction........... . . 1 About this Manual.
  • Page 6 Chapter 5: System Maintenance ..........25 Maintain the Printer.
  • Page 7 107: Magstripe read data error ..........54 108: Magstripe read no data.
  • Page 8 viii...

  • Page 9: Chapter 1: Introduction

    Chapter 1: Introduction About this Manual This manual provides user information for the EM1 and EM2 Card Printers. The manual includes: An overview of printer components and options, and a description of the system label.  How to use the printer, including how to power the printer on and off, card processing basics, ...
  • Page 10 Introduction...

  • Page 11: Chapter 2: About The Printer

    A 125-card input and 25-card output hopper are standard. The configuration label on the printer shows the options installed. Refer to “Printer Configuration Label” page 10 for more information about identifying the factory-installed options on your card printer. EM1, EM2 Card Printers User’s Guide...

  • Page 12: Printer Components

    Printer Components Use the following sections to become familiar with the printer. Printer Left Side Cable Lock Receptacle Power Connection USB Connection Ethernet Connection Cable Lock Receptacle The receptacle allows you to insert the security plate before attaching the optional cable lock. Power Connection The power connection provides a plug-in connector for the printer power supply.

  • Page 13: Printer Front And Right Side

    An administrator can change the reject card location to the output hopper using the Printer Dashboard. Refer to the Printer Dashboard Help for more information. Printers without a reject tray always place unfinished cards in the output hopper. EM1, EM2 Card Printers User’s Guide...

  • Page 14: The Printer Cover

    The Printer Cover Use the cover latch handle to open the printer cover. Cover Latch Handle Printer Cover Cover Ridges Printer Cover Open the printer cover to access the printhead and ribbon. Cover Latch Handle Lift the latch handle to open the printer cover. Cover Ridges Press down on the ridges when closing the cover to make sure that it latches completely on both sides.

  • Page 15: Inside The Printer

    Ribbon Cartridge Lift up the handle on the ribbon cartridge or cassette to remove it Handle from the printer. Ribbon Cartridge or The ribbon cartridge or cassette holds the print ribbon and cleaning Cassette roller. EM1, EM2 Card Printers User’s Guide...

  • Page 16: Print Ribbons

    Print Ribbons Depending on the printer model, the print ribbon is available as a replaceable roll that is loaded on the ribbon cartridge, or as part of a prefilled print ribbon cassette. Ribbon Cartridge The ribbon cartridge holds a roll of ribbon that you can replace when it runs out. The cartridge also holds a cleaning roller that is replaced with each ribbon change.

  • Page 17: Prefilled Print Ribbon Cassette

    Ribbon Cassette The ribbon cassette is shipped in a closed position and must be extended to its fully open position before installing it in the printer. Refer to “Install the Prefilled Print Ribbon Cassette” page EM1, EM2 Card Printers User’s Guide...

  • Page 18: Printer Configuration Label

    Date and country of assembly  Additional labels may be attached to the printer to indicate components installed after the printer was manufactured. Option Configuration Code Printer Model Features E5=EM1 and Enclosures E6=EM2 Duplex D0=Simplex, Duplex Upgrade Ready D1=Duplex blank=Simplex...

  • Page 19: Chapter 3: Using The Printer

    The printer with supplies and a facility power source.  A data connection between the printer and PC. The connection can be via USB, or network  connection. A network data connection between the printer and PC.  EM1, EM2 Card Printers User’s Guide...

  • Page 20: Tasks And Users

    Tasks and Users Typical roles in a card personalization system include: The operator, who makes cards, loads supplies, and handles minor problems such as card  jams. The system administrator, who sets up the card printer and other hardware, sets up card ...

  • Page 21: Printer Controls

    To power off the printer while processing cards, press the button for 2 or more seconds. Card jobs in the printer do not complete. Do not unplug the printer power cord to power off the printer. EM1, EM2 Card Printers User’s Guide...

  • Page 22: User Button

    User Button Determine whether the printer is ready, busy printing, or not available. The printer’s U button displays a color that indicates the system status. Solid Blue The printer is idle, or suspended. Flashing Blue The printer is initializing or heating. Solid Green The printer is ready.

  • Page 23: Retrieve The Printer's Network Ip Address

    Press the U button for 2 seconds or more. The test card prints with the printer IP addess printed on the card. After the card prints, the printer returns to ready status. EM1, EM2 Card Printers User’s Guide...

  • Page 24: Load And Replace Supplies

    Load and Replace Supplies To prepare the printer to print cards, load blank card stock into the input hopper, and load the print ribbon into the printer. Load Cards If you plan to insert cards through the exception slot, make sure that blank cards are available near the printer.

  • Page 25: Replace The Print Ribbon

    Load a new cleaning roller with each new roll of print ribbon. Replace it between ribbon changes if you notice debris on the printed cards, or if the cleaning roller is no longer sticky. EM1, EM2 Card Printers User’s Guide...

  • Page 26: Install The Prefilled Print Ribbon Cassette

    Install the print ribbon cartridge in the printer. Hold the ribbon cartridge by the handle and lower it into the printer with the handle toward the front of the printer. Position the ribbon cartridge in the guides. Close the printer cover. Press down on the ridges on the front of the cover to make sure that it latches completely.
  • Page 27 Position the ribbon cassette in the guides. Close the printer cover. Press down on the ridges on the front of the cover to make sure that is latches completely. EM1, EM2 Card Printers User’s Guide...

  • Page 28: Use The Printer Dashboard

    Use the Printer Dashboard The Printer Dashboard is a web-based printer management tool. You can access the Printer Dashboard using one of the following methods: Enter the printer’s IP address in a browser window. For example, https://12.3.45.678.  Double-click the Printer Dashboard icon on the computer desktop. The Printer Dashboard ...

  • Page 29: Chapter 4: Print Cards

    Print a test card from the Printer Dashboard. Refer to the Printer Dashboard Help for  complete information. Print a driver sample card. Refer to “Print a Driver Sample Card” in the XPS Card Printer Driver  User’s Guide. EM1, EM2 Card Printers User’s Guide...

  • Page 30: Print Cards

    Print Cards Make sure that cards are loaded in the printer or available to insert when prompted. Print from ID Software Select the template or design for the card. Select the printer, if you use more than one printer. Enter the data for the card. Follow the instructions for your software. Capture the photo for the card, if necessary.
  • Page 31 Click Page Setup and select ISO ID-1 (85.60 x 53.98 mm) as the paper size, or set the paper size to 2.13 x 3.38 in. Set the margins to 0 (zero). Select an orientation—either Portrait or Landscape. EM1, EM2 Card Printers User’s Guide...
  • Page 32 Create the card design: Add graphics, such as a company logo or background. Add a photo. Add text information, such as name, address, or employee number. For information about additional card features, refer to “Elements of Card Design” in your printer’s Installation and Administrator’s Guide.

  • Page 33: Chapter 5: System Maintenance

    There is debris on completed cards.  New print ribbon is installed.  You can perform the following cleaning tasks: Clean the Printer page 26  Clean the Printhead page 29  Empty the Reject Tray page 30  EM1, EM2 Card Printers User’s Guide...

  • Page 34: Clean The Printer

    Clean the Printer The cleaning roller removes dust and particles from cards before they enter the printer. However, you also need to clean the inside of the printer regularly to maintain print quality. The cleaning card removes debris from the inside of the printer and from the transport rollers. Run a cleaning card each time you change the print ribbon, after every 500 cards processed by the printer, if print quality diminishes, or more often depending on your environment.

  • Page 35: Run The Cleaning Card

    At the homepage of Printer Dashboard, click Cleaning Card. The card is run through the printer and placed in the output hopper. Remove the used cleaning card. Continue with “Prepare the Printer for Use” page EM1, EM2 Card Printers User’s Guide...

  • Page 36: Prepare The Printer For Use

    Prepare the Printer for Use Replace the cards in the input hopper of a single-hopper printer and close the hopper. Install a new print ribbon and cleaning roller on the ribbon cartridge (refer to “Load the Print Ribbon Cartridge” page 17), Or, prepare the ink ribbon cassette (refer to “Install the Prefilled Print Ribbon Cassette”...

  • Page 37: Clean The Printhead

    Use only the cleaning swab to clean the printhead. Other materials can stick to the printhead  and cause damage. Use a cleaning swab one time only. Discard it after you clean the printhead.  EM1, EM2 Card Printers User’s Guide...

  • Page 38: Empty The Reject Tray

    Empty the Reject Tray The printer places rejected cards (unfinished cards or cards that were not processed properly) in the reject tray. An administrator can change the reject card location to the output hopper using the Printer Dashboard. Printers without a reject tray eject the card into the output hopper. Do the following to remove cards from the reject tray.

  • Page 39: Chapter 6: Troubleshooting

    37  Card Appearance page 40  Magnetic Stripe Problems page 46  Clear a Card Jam page 48  Repair a Broken Ribbon page 49  Messages and Conditions page 50  EM1, EM2 Card Printers User’s Guide...

  • Page 40: Locate A Problem Within The Card Production System

    The XPS Card Printer Driver  If you need to reinstall the Card Printer Driver, you can download the latest version from the Entrust website. Printer plug-in  Card production software might require a printer plug-in, which makes the data in the card production software available in the form the Card Printer Driver can use.

  • Page 41: Locate A Problem With Basic Printer Functions

    If the sample card does not print, the printer and driver have a communication problem.  Determine the cause of the problem and try the sample card again. If you do not use the Card Printer Driver, ask your service provider or software provider for assistance. EM1, EM2 Card Printers User’s Guide...
  • Page 42 Print a card using your card production software. If the card prints, your software is working successfully with the printer. Troubleshoot the  card design, if necessary. If the card does not print, check the following:  In the application, is the correct printer selected in the Print Setup or Print dialog? ...

  • Page 43: Installation Problems

    Replace the PC port or the PC. Contact your PC or port  vendor if you need assistance. Note: If USB communication has been disabled by your site administrator, contact your system administration for additional information. EM1, EM2 Card Printers User’s Guide...

  • Page 44: Network Installation Troubleshooting

    Network Installation Troubleshooting Problem Solution The network cable is Reconnect the data cable to the network port and the printer. loose. Restart the printer. The Status page of the Follow your network troubleshooting procedures to isolate Card Printer Driver and test each component of the computer-to-printer Printer Properties shows communication link.

  • Page 45: Card Printer Driver Problems

    (paper) printer or verify the availability of network drives. The printer is not Make sure that both ends of the data cable are connected. connected to the Replace defective cables if needed. network, or the PC is not connected to the network. EM1, EM2 Card Printers User’s Guide...

  • Page 46: The Card Printer Driver Does Not Detect The Usb-Connected Printer

    The Card Printer Driver does not detect the USB-connected printer Problem Solution The Printer Properties > Make sure that you use the same type of data cable—USB or Status tab shows the network—that was used when the printer was installed. You printer is available, but cannot switch the type of data cable after installation.

  • Page 47: Printer Messages Do Not Display On The Pc

    Domain Changes dialog box and click OK. Note: If your computer is part of a corporate domain, you may not be allowed to change the computer name. Contact your network administrator for more information. EM1, EM2 Card Printers User’s Guide...

  • Page 48: Card Appearance

    Card Appearance Card appearance problems can be caused by many different factors. Click the link below that best describes the card appearance issue on the printed card. Something did not print page 40  Printing includes unexpected data page 41 ...

  • Page 49: Printing Includes Unexpected Data

    Consider creating a template for document is created. cards that opens at the correct page size. Setting the page size after creating the document can cause errors. EM1, EM2 Card Printers User’s Guide...

  • Page 50: The Color Printing Has Flaws

    The color printing has flaws Problem Probable Cause Solution One or more lines appear The printhead is dirty or Clean the printhead. Refer to “Clean the on the card. damaged. Printhead” page The print quality changes The ribbon type was The type of ribbon installed in the printer from the previous card.

  • Page 51: The Printing Is Too Light

    Print only new cards. Refer to “Cards” in the printer’s Installation and Administrator’s printed and has topcoat Guide. on it. The printhead is not Contact your service provider for instructions installed correctly. to install the printhead correctly. EM1, EM2 Card Printers User’s Guide...

  • Page 52: The Printing Is Too Dark

    The printing is too dark Problem Probable Cause Solution The card shows wrinkles The card includes very Change the design to use smaller areas of in darkly colored areas. dark areas. dark color. The printhead is not Contact your service provider. aligned correctly.
  • Page 53 Microsoft Word, to create the card. panels. and Fax Viewer is printing the file. Many applications use the Windows tool to preview and print graphics. The tool does not render to true black and white. EM1, EM2 Card Printers User’s Guide...

  • Page 54: Magnetic Stripe Problems

    Magnetic Stripe Problems To begin troubleshooting a magnetic stripe problem, first print a magnetic stripe test card from the Printer Dashboard or the Card Printer Driver. For complete information, refer to the Printer Dashboard Help or “Print a Driver Sample Card” in the XPS Card Printer Driver User’s Guide. The printer uses the coercivity and data format set using the Printer Dashboard.

  • Page 55: Use Advanced Troubleshooting Tools

    The Printer Dashboard provides access to card design settings and additional troubleshooting tools. The Dashboard also allows you to perform advanced troubleshooting with the guidance of your service provider. Refer to the Printer Dashboard Help for more information. EM1, EM2 Card Printers User’s Guide...

  • Page 56: Clear A Card Jam

    Clear a Card Jam A card jam occurs when the card does not reach the proper position for the next action, such as printing or ejecting the card. You usually can resolve the error by pressing the U button so that the U button is solid green.

  • Page 57: Repair A Broken Ribbon

    Reinstall the print ribbon cartridge in the printer. Close the printer. A broken ribbon can become stuck in the printhead cover. Check the cover to make sure that the ribbon is not stuck to the cover. EM1, EM2 Card Printers User’s Guide...

  • Page 58: Messages And Conditions

    Messages and Conditions When the printer cannot process a card, or a printer problem occurs, it issues a condition. The condition displays in the Printer Dashboard. When you use the XPS Card Printer Driver, the printer driver displays the condition as a message on the PC that sent the print job. In a shared printer environment, messages can differ slightly from the messages and conditions described in this section.

  • Page 59: Messages In The Printer Dashboard

    You can respond to printer messages using the printer front panel buttons or by clicking the appropriate response in the message displayed by the Card Printer Driver on the PC.You can respond to printer messages using the printer front panel buttons. EM1, EM2 Card Printers User’s Guide...

  • Page 60: Printer Messages

    Printer Messages The following messages display on the Printer Dashboard, and in a message on the PC that issued the card print job when you use the Card Printer Driver. Use the recovery instructions to respond to the message. The messages that display are determined by the printer model and the options installed on the printer.

  • Page 61: 103: Printer Problem

    Card Printer Driver message. & T INTS The card might have been turned the wrong way. A diagram inside the input hopper shows  the correct orientation. The card might not have a magnetic stripe.  EM1, EM2 Card Printers User’s Guide...

  • Page 62: 106: Magstripe Data Not Found

    106: Magstripe data not found The printer did not find magnetic stripe data on card. Make sure that you are using magnetic stripe cards that match the printer settings. Make sure that the cards are placed in the printer correctly. Press the U button on the printer to clear the message.

  • Page 63: 109: Print Ribbon Problem

    The printer did not pick a card. To complete the current card, open the input hopper, add or reposition the cards, and close the hopper. button on the printer to clear the message. Click OK, or click Cancel to cancel the Press the U card, in the Card Printer Driver message. EM1, EM2 Card Printers User’s Guide...

  • Page 64: 112: Card Hopper Empty

    112: Card hopper empty The printer did not detect cards in the input hopper. Add cards to the input hopper. Press the U button on the printer to clear the message. Click OK, or click Cancel to cancel the card, in the Card Printer Driver message. 113: Close cover to continue The printer cover is open.

  • Page 65: 116: Magstripe Not Available

    Or, click OK in the Card Printer Driver message. & T INTS To remove the reader request, you or your system administrator may need to clear a check box in the card production application. EM1, EM2 Card Printers User’s Guide...

  • Page 66: 118: Print Ribbon Type Problem

    118: Print ribbon type problem The printer cannot use the ribbon installed. The card will be canceled. Use ribbon designed for this printer. Press the U button on the printer to clear the message. Or click OK in the Card Printer Driver message.

  • Page 67: 121: Print Ribbon Not Identified

    If the card is not immediately picked, press the printer’s U button. If the card is not immediately picked, press the printer’s U button or click OK. Click Cancel in the Card Printer Driver message to cancel the card. EM1, EM2 Card Printers User’s Guide...

  • Page 68: 149: Option Not Installed

    149: Option not installed The printer does not support the personalization being requested for the card. The card will be canceled. Change the card data to match the printer’s options and settings, or print to a printer that is configured to support the personalization being requested. Press the User button on the printer to clear the message.

  • Page 69: 153: Insert Same Card Side 2 Up

    Always use the power button to power off the printer. Press and hold the U button to set the printer to Ready. Click OK in the Card Printer Driver message to clear the message. EM1, EM2 Card Printers User’s Guide...

  • Page 70: 224: Supply Region Not Valid

    224: Supply region not valid The printer cannot use the supply installed. The card will be canceled. Use a supply with the correct code for your region. Click OK in the Card Printer Driver message to clear the message. 245: Configuration error The configuration is not compatible with the printer model.

  • Page 71: Driver-Only Messages

    The printer driver has detected invalid or missing data. The card will be canceled. Make sure the data being sent is formatted properly and matches the options and settings in the printer. Click OK to clear the message. EM1, EM2 Card Printers User’s Guide...

  • Page 72: 505: Usb Communication Issue

    505: USB communication issue An important driver component is not running. The card will be canceled. Restart the computer. The component should start automatically. If this message is displayed after restarting, notify your printer support contact. Click OK to clear the message. 506: A card is currently processing The printer is busy processing an interactive job.

  • Page 73: Driver-Only Message

    The messages returned to the SDK are determined by the printer model and the options installed on the printer. The following messages may not apply to all printers. 516: Timeout expired before bar code could be read. Severity: Notice 517: Wrong printer job ID. Severity: Critical EM1, EM2 Card Printers User’s Guide...
  • Page 74 Troubleshooting...

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