EVOLIS ID Card Printers Troubleshooting
Primacy

Primacy
  1. How do I clean the printer?
  2. How do I clean the printhead?
  3. How do I perform an advanced cleaning cycle?
  4. I try to print cards but get no answer from the printer. What should I do?
  5. When I launch a print job, a blank card gets ejected. How do I fix this problem?
  6. My printed cards look pale / the print quality is poor.
  7. I notice partial or incorrect printing on my cards.
  8. My cards get jammed in the printer.
  9. I get error #211 Ribbon Wrong Area message
  10. I get error #992 — Magnetic Wizard - Adjustment error.
  11. I get error#263 - Magnetic option not present but encoding requested
  12. How do I upgrade my single-sided Primacy to a dual-sided printer?

How do I clean the printer?

Follow the procedure below to ensure you have carried out regular cleaning properly:

Repeatedly running the adhesive card through the printer cleans the cleaning roller in order to maintain print quality and increases the life of the print head.

  1. Remove the cover from the printer.
  2. Using the card guide, set the card thickness to the MAX position.
  3. Remove the ribbon.
  4. Close the cover.
  5. Open the feeder.
  6. Remove any cards present in the feeder.
  7. Close the feeder.
  8. Double click the cleaning button on the control panel before inserting the cleaning card.
  9. Remove the film from the adhesive card and insert the cleaning card into the manual feeder, adhesive side up
  10. Cleaning starts.
  11. The used cleaning card is ejected automatically by the manual feeder.

How do I clean the printhead?

  1. Take an Evolis cotton bud and press the middle of the tube until the end of the cotton bud is impregnated with alcohol.
  2. Unplug the power supply cable, open the cover and locate the print head.
  3. Gently rub the cotton bud from left to right along the print head for a few seconds.
  4. Close the cover. Reconnect the printer.

How do I perform an advanced cleaning cycle?

For a more in-depth clean, Evolis recommends carrying out an advanced clean every five routine cleaning cycles. The Advanced cleaning kit includes an Evolis High Trust® maintenance kit consisting of 2 adhesive cards, 2 impregnated "T" shaped cards, a cleaning pen and a box of 60 wipes. The "T" shaped card is used to clean the card feed rollers and the magnetic encoder head.

  1. Open the printer cover.
  2. Sing the lever, set the card thickness to the MAX position.
  3. Remove the ribbon.
  4. Close the cover.
  5. Remove any cards present in the feeder.
  6. Double click the cleaning button on the control panel before inserting the cleaning card.
  7. Take the "T" shaped cleaning card and insert it in the feeder. Cleaning starts.
  8. Remove the "T" shaped card, then remove the film from the adhesive cleaning card and insert the cleaning card into the manual feeder, adhesive side up. Cleaning starts.
  9. The used cleaning card is ejected automatically by the manual feeder.

I try to print cards but get no answer from the printer. What should I do?

  1. Check that there is a print driver for your printer in the Windows configuration. Check that the printer is selected as the default printer.
  2. Check that the power cable is correctly connected to the printer and to a working electrical socket. Check that the printer is on and that the pushbutton is lit. Make sure you are using the power supply unit supplied with the printer.
  3. Check that the USB cable is connecting the printer to your computer.
  4. Check that the ribbon is fitted correctly and that the cover is closed.
  5. Check that there are cards in the card feeder. Check that no cards are jammed in the printer.
  6. Print a test card

When I launch a print job, a blank card gets ejected. How do I fix this problem?

  1. Check that the ribbon is not finished or damaged. Replace it or re-install it if necessary.
  2. The print head may be damaged: print a test card. If the test card does not print, contact our support team.

My printed cards look pale / the print quality is poor.

  1. Check that your cards are perfectly clean. Use new cards.
  2. Run a cleaning cycle.
  3. Check that there are no wrinkles on the ribbon surface.
  4. Clean the print head.
  5. Check that the ribbon is correctly positioned in the printer.

I notice partial or incorrect printing on my cards.

  1. Check that no area of the card design to be printed is outside the print margins. Check the document orientation (portrait or landscape) in the Evolis Print Center configuration.
  2. If irregular characters are printed, check that you are in fact using the USB cable supplied with your printer. Check the connection between the computer and the printer. Try using another cable of the same type.
  3. Clean the printer, especially the cleaning roller.
  4. Check that the cards are clean. Store your cards in a dust-free environment.
  5. Check that the ribbon is fitted correctly and that it spools freely.
  6. Check the print head

My cards get jammed in the printer.

Remove the card as follows:

  1. Open the printer cover and remove the ribbon.
  2. Press the pushbutton to turn the card transport rollers. If the card is still stuck inside the printer, slide it manually towards the printer output. If there is more than one card, always push the top one first.
  3. Replace the ribbon and close the printer cover.

To prevent card jams:

  1. Check that the card thickness gauge is correctly adjusted.
  2. Check that the thickness of the cards is correct
  3. Check that the cards are flat. Keep them in a horizontal position.
  4. Check that the cards are not stuck together. Fan the cards before loading them.

I get error #211 Ribbon Wrong Area message

The ribbon installed in the machine has been recognized by the system but is not compatible with the characteristics of your printer.

  1. This is the first time the message has appeared. Contact your dealer to obtain an exchange ribbon and replace it with an Evolis High Trust® consumable which is compatible with the characteristics of your printer. If you have to issue a card, you have 200 print credits. While these are active, printing will take place normally.
  2. This message has already appeared and you have chosen to continue with the print. You only have 50 printing credits left. Contact your dealer urgently in order to obtain an Evolis High Trust® ribbon compatible with the characteristics of your printer. You can continue printing normally.
  3. This message has already appeared several times and printing is blocked. Contact us to obtain an Evolis High Trust® ribbon compatible with the characteristics of your printer.

I get error #992 — Magnetic Wizard - Adjustment error.

An error has occurred during the adjustment phase, the encoder cannot be configured:

  • The adjustment card has not been inserted properly. Please reinsert it and start the adjustment procedure again.
  • The encoder cannot read the adjustment card. Carry out installation again from the start checking that the encoder is correctly in place.

I get error#263 - Magnetic option not present but encoding requested

  • The magnetic stripe encoding command cannot be executed as the encoder is not installed or not detected.
  • Check that your printer is fitted with the encoding option for magnetic stripes.
  • If the encoder is present, run the installation wizard again.
  • If the problem persists, contact us.

How do I upgrade my single-sided Primacy to a dual-sided printer?

To activate your machine in dual-sided mode, purchase an activation key.

  1. Remove the key from its box and insert it in the location shown after having removed the ribbon.
  2. Close the printer cover to start the activation process.
    This operation will require 10-15 seconds.
    Warning! Do not disconnect or unplug the printer during the operation.
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