527260-001H CE870 UserGuide PDF

Datacard® CE870™ Instant Issuance System
User’s Guide
January 2017
Part No. 527260-001, Rev. H

Notice
Please do not attempt to operate or repair this equipment without adequate training.
Any use, operation or repair you perform that is not in accordance with the information
contained in this documentation is at your own risk.
Trademark Acknowledgments
Datacard is a registered trademark and service mark of Entrust Datacard Corporation in
the United States and other countries.
Entrust is a registered trademark and service mark in the United States and other
countries.
MasterCard is a registered trademark of MasterCard International Incorporated.
Visa is a registered trademark of Visa International Service Association.
All other product names are the property of their respective owners.
Proprietary Notice
The design and information contained in these materials are protected by US and
international copyright laws.
All drawings and information herein are the property of Entrust Datacard Corporation. All
unauthorized use and reproduction is prohibited.
Entrust Datacard
1187 Park Place
Shakopee, MN 55379
Phone: 952-933-1223
Fax: 952-933-7971
www.entrustdatacard.com
Copyright © 2012–2017 Entrust Datacard Corporation.

All rights reserved.
ii
Compliance Statements
Liability
The WARNING and CAUTION labels have been placed on the equipment for your safety. Please do
not attempt to operate or repair this equipment without adequate training. Any use, operation,
or repair in contravention of this document is at your own risk.
Safety
The following basic safety tips are given to ensure safe installation, operation, and maintenance
of Entrust Datacard™ equipment.
• Connect equipment to a grounded power source. Do not defeat or bypass the ground lead.
• Place the equipment on a stable surface (table) and ensure floors in the work area are dry and
non-slip.
• Know the location of equipment branch circuit interrupters or circuit breakers and how to turn
them on and off in case of emergency.
• Know the location of fire extinguishers and how to use them. ABC type extinguishers may be
used on electrical fires.
• Know local procedures for first aid and emergency assistance at the customer facility.
• Use adequate lighting at the equipment location.

• Maintain the recommended temperature and humidity range in the equipment area.
iii
Regulatory Compliance
EMC Compliance Notice
To ensure compliance of the model RX10 retransfer printer to the radiated emissions
requirements for class “A” Information Technology Equipment, be sure to use a shielded Ethernet
cable when connecting to your network
Notice for USA (FCC Notice)

This equipment has been tested and found to comply with the limits for Class A computing
devices, pursuant to Part 15 of FCC rules. These limits are designed to provide reasonable
protection against harmful interference when the equipment is operated in a commercial
environment. This equipment generates, uses, and can radiate radio frequency energy. If this
equipment is not installed and used in accordance with this instruction manual, it may cause
harmful interference to radio communications. Operation of this equipment in a residential area
is likely to cause harmful interference in which case the user will be required to correct the
interference at their own expense. Changes or modifications not expressly approved by the party
responsible for compliance could void the user's authority to operate the equipment.
This device complies with Part 15 of the FCC Rules. Operation is subject to the following two
conditions: (1) This device may not cause harmful interference, and (2) this device must accept
any interference received, including interference that may cause undesired operation.
Notice for Canada

Industry Canada
This digital apparatus does not exceed the Class A limits for radio noise for digital apparatus set
out in the Radio Interference Regulations of the Canadian Department of Communications.
Le présent appareil numérique n'émet pas de bruits radioélectriques dépassant les limites
applicables aux appareils numériques de la classe A prescrites dans le Règlement sur le brouillage
radioélectrique édicté par le ministère des Communications du Canada.
RSS-Gen, Issue 3, December 2010, Section 7.1.3 User Manual Notice
This Device complies with Industry Canada License-exempt RSS standard(s). Operation is subject
to the following two conditions: 1) this device may not cause interference, and 2) this device
must accept any interference, including interference that may cause undesired operation of the
device.
Cet appareil est conforme avec Industrie Canada RSS standard exemptes de licence(s). Son
fonctionnement est soumis aux deux conditions suivantes: 1) ce dispositif ne peut causer des
interférences, et 2) cet appareil doit accepter toute interférence, y compris les interférences qui
peuvent causer un mauvais fonctionnement du dispositif.
iv
Notice for Europe
The EU Declaration of Conformity can be found on EntrustDatacard.com
WARNING: This is a class A product. This equipment is compliant with class A of either CISPR32 or
CISPR22. In a domestic/residential environment this equipment may cause radio interference, in
which case the user may be required to take adequate measures.
WEEE: The model RX10 retransfer printer uses a lithium coin cell battery. Refer to the service
manual for battery removal instructions.
Notice for Australia

This is a Class A product. In a domestic environment this product may cause radio interference, in
which case the user may be required to take adequate measures.
Notice for China (Simplified Chinese)

警告
此为 A 级产品，在生活环境中，
该产品可能会造成无线电干扰。
在这种情况下，可能需要用户
对干扰采取切实可行的措施。
Notice for Taiwan (Traditional Chinese)
Notice for Japan
Japanese Voluntary Control Council for Interference (VCCI) class A statement
v
Korea Communications Commission (KCC) statement
California Proposition 65 Compliance
WARNING: This product contains chemicals, including lead, known to the State of California to
cause cancer, and birth defects or other reproductive harm. Wash hands after handling.
Entrust Datacard believes that its products are not harmful when used as designed. However, the
above warning is made in compliance with the State of California Safe Drinking Water and Toxic
Enforcement Act of 1986, which requires warning labels on products that may contain elements
that the State of California considers harmful.
California Lithium Perchlorate Warning

Perchlorate Material - special handling may apply. See www.dtsc.ca.gov/hazardouswaste/
perchlorate.
This notice is required by California Code of Regulations, Title 22, Division 4.5, Chapter 33: Best
Management Practices for Perchlorate Materials. This product/part includes a battery that
contains Perchlorate material.
vi
Revision Log
CE870 Instant Issuance System User’s Guide
Revision Date Description of Changes
A August 2012 First release of this document
B November 2012 Updates for Card Printer Driver 4.0
C April 2013 Updates for Card Printer Driver 4.1
D March 2014 Updates for Card Printer Driver 5.0 and new supplies and
features
E February 2015 Added CardWizard information
F May 2015 Added new error message
G November 2015 Updates for new firmware functionality
H January 2017 General updates
vii
viii
Contents
Chapter 1: Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
About this Manual. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Intended Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Chapter 2: About the System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

The CE870 Instant Issuance System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
System Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
System Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Printer Component (Top, Front, and Right Side) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Printer with Multi-Hopper. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Printer Component (Left Side) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Embosser Component (Top, Front, and Right Side) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Embosser Component (Back and Left Side) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Inside the Embosser . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
System Labels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Printer Configuration Label. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Embosser Configuration Label . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Chapter 3: Using the System. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Process Cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
How the Card Travels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Secure Encryption . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Power On the System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Use the Front Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Power Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Down Arrow, Up Arrow, and Enter Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
User Button and Light . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Ribbon Light . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Card Light . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Use the LCD Panel Menus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Pause the System. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
View the Printer Serial Number from the LCD Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Retrieve the Printer’s Network IP Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
View Card Counts from the LCD Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Change the LCD Backlight Brightness . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Set Magnetic Stripe Coercivity from the LCD Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Use Printer Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Load Supplies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Load the Indent Ribbon Cartridge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Load the Topping Foil Cartridge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Load the Cleaning Sleeve . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
ix
Load the Print Ribbon (Optional). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Load Cards in the Input Hopper . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Single Hopper System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Multi-Hopper System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Use the Exception Slot. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Chapter 4: System Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Maintain the Printer and Embosser . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Clean the Printhead . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Clean the System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Single Hopper System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Multi-Hopper System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Prepare the Printer for Cleaning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Clean the Printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Clean the Multi-Hopper Rollers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Prepare the Printer for Use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Clean the Embosser Rollers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Empty the Embosser Reject Tray . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Chapter 5: Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Locate a Problem Within the Card Production System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Locate a Problem with Basic Printer Functions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Tools for Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Installation Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Card Appearance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Print Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Indent Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Topping Foil Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Magnetic Stripe Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Use Advanced Troubleshooting Tools. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Card Jams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Printer Card Jam . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Embosser Card Jam . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Repair Broken Indent Ribbon or Topping Foil. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Messages and Conditions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Messages on the Printer LCD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Messages from Printer Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Other Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Respond to Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Printer Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Close and lock doors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
100: Request not supported. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
101: Job could not complete . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
102: Card not in position . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
103: Printer problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
x
104: Critical problem. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
105: Magstripe data error. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
106: Magstripe data not found . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
107: Magstripe read data error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
108: Magstripe read no data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
109: Print ribbon problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
110: Print ribbon out or missing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
111: Card not picked . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
112: Card hopper empty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
113: Close cover to continue. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
114: Cover opened during job . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
116: Magstripe not available . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
117: Reader not available . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
118: Print ribbon type problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
119: Print ribbon not supported . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
120: User paused the printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
121: Print ribbon not identified. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
122: Magstripe format problem. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
123: Insert new card side 1 up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
124: Insert same card side 2 up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
149: Option not installed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
150: Print while unlocked . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
151: Failed to lock . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
172: Insert cleaning card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
173: Improper shutdown. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
245: Configuration error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Embosser Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
125: Emboss critical error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
126: Emboss format error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
127: Emboss transport error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
128: Embosser card jam . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
129: Embosser topper jam . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
130: Embosser card entry jam . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
131: Embosser card exit jam . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
132: Embosser card stack full . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
133: Embosser card reject full . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
135: Indent ribbon supplies out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
136: Indent ribbon break . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
137: Embosser wheel error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
138: Embosser indent error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
139: Lost card, open emboss cover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
xi
140: Embosser not available . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
141: Close emboss cover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
142: Emboss cover error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
143: Topping foil problem. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
144: Topping foil out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
145: Topping foil type problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
146: Topping foil support err. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
147: Topping foil no tag found . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Driver-Only Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
518: Unable to print. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
xii
Chapter 1: Introduction
About this Manual

This manual provides user information for the Datacard® CE870™ instant issuance system. The
manual includes:
 An overview of printer components and options, and a description of the system label.
 How to use the system, including how to power the system on and off, how to use the front
panel and LCD menus, card processing basics, how to print a test card, and how to load and
replace supplies.
 How to perform routine maintenance and troubleshooting tasks.
An additional Installation and Administrator’s Guide is available for use by administrators or other
professionals responsible for printing cards. Refer to the Owner’s Library CD.
Intended Audience
The manual is intended for the printer operator responsible for printing cards, loading and
replacing supplies, printer maintenance, and troubleshooting.
Technical Support
Use the following to contact Entrust Datacard Technical Phone Support.
Americas +1 800.328.3996 or
+1 952.988.2316
EMEA (Europe, Middle East, Africa) +44 1489555627
Asia Pacific +852 2821 0126
CE870 Instant Issuance System User’s Guide 1

2 Introduction
Chapter 2: About the System
This chapter introduces the CE870 instant issuance system and its
components.
This section describes:
 The CE870 Instant Issuance System
 System Overview on page 4
 System Components on page 5

 System Labels on page 11
The CE870 Instant Issuance System

This manual describes the CE870 instant issuance system
and how to use it.
Before you use the system, it must be set up and installed.

In most cases, the installation is performed by your system
administrator or service provider.
Read this manual thoroughly before you begin to use the

system. It will help you learn about the features of the
system and how to process cards successfully and
efficiently.
Each card program has specific features that are important

for you to understand. Talk with your supervisor, system administrator, or other knowledgeable
person to learn about the features of your card program.
This guide provides operator information and describes how to use the various components and
perform routine tasks.
An additional Installation and Administrators Guide is available for use by administrators or by

professionals developing a new system for card production.

System Overview
The CE870 instant issuance system is used to produce a variety of cards on-site, including credit
and debit cards. Personalization options include encoding magnetic stripe data, reading or
programming smart cards, printing text and images, embossing, and indenting financial data. The
system is designed to issue cards at the user’s location (called on-demand or instant issuance).
The system receives data from a PC or other computer, personalizes the card using that data, and
presents a finished card. The system is a multi-component system consisting of the following:
Printer Component (Shown

with Multi-Hopper)
Embosser Component
Printer Component The printer provides print and encoding features. It processes
magnetic stripe data and programs smart card chips using
secure encryption.
Embosser Component The embosser produces raised characters and numbers on the
front of the card. An optional indenter can produce indented
characters on the back or the front of the card.
4 About the System

System Components
Use the following sections to become familiar with the system.
Printer Component (Top, Front, and Right Side)
Single Hopper Multi-Hopper

Latch Button
Cover Ridges Printer Supplies

Access Door
Swingarm
Swingarm
Card Input
Hopper
Printer
Front Panel
Swingarm The swingarm provides access to the printhead and print

ribbon cartridge.
Latch Button The latch button releases the swingarm.
Cover Ridges Press down on the ridges when closing the swingarm to
make sure that it latches completely on both sides.
Printer The printer component prints full-color images (if the

optional printhead is installed), processes magnetic stripe
data, and programs smart cards using secure encryption.
Printer Supplies Access The supplies access door provides access to the printer
Door component on a printer with the multi-hopper.

Front Panel The front panel Includes the user button, status lights,
power button, and LCD panel with navigation keys.
Card Input Hopper Load the cards to use with the system into the input
hopper. The single-hopper printer holds up to 100 cards.
The multi-hopper has six input hoppers that hold up to
100 cards each. Refer to “Printer with Multi-Hopper”.
Printer with Multi-Hopper
Card Hoppers H1
through H6
Multi-Hopper Cover
Card Hoppers H1 The H1 through H6 hoppers each hold up to 100 cards.

through H6
Multi-Hopper Cover The multi-hopper cover allows access to load card stock
into each hopper.
6 About the System

Printer Component (Left Side)
Single Hopper Multi-Hopper
Ribbon Cartridge
Printer Lock
Handle
Power
Network
Connection Network
Connection
Connection
Power Manual Advance
Manual Advance Embosser
Connection Knob Embosser
Knob Connection
Connection
Power Connection The power connection provides a plug-in receptacle for the
printer power supply.
Manual Advance Knob The manual advance knob allows you to move the card in the
card track to clear a card jam.
Ribbon Cartridge Handle The handle allows you to remove the print ribbon cartridge
from the printer. Open the printer swingarm to remove the
cartridge. In a multi-hopper system, open the printer supplies
access door to access the swingarm.
Printer Lock The lock provides secure access to the printer.
Network Connection The network connection connects the system to a network via
Ethernet.
Embosser Connection The embosser connection connects the embosser to the

printer using the interconnect cable from the embosser.

Embosser Component (Top, Front, and Right Side)
Cable Guide Printer Mounting Pin
Printer Card Transfer Area

Mounting Pins
Printer Mounting Lock
Embosser Supplies
Access Door
Embosser Access
Door Lock
Card Output
Hopper
Cable Guide The cable guide keeps the interconnect data cable between
the printer and embosser hidden.
Printer Mounting Pins The mounting pins align the printer with the embosser.
Card Transfer Area The card transfer area receives the card from the printer
component and places it in position for embossing and
indenting.
Printer Mounting Lock The mounting lock secures the printer to the embosser.
Embosser Supplies The embosser supplies access door provides access to the
Access Door indent ribbon and topping foil cartridges.
Embosser Access Door The embosser access door lock provides secure access to the
Lock embosser supplies.
Card Output Hopper The card output hopper holds up to ten completed cards.
8 About the System

Embosser Component (Back and Left Side)
Cable Lock Power Connection

Receptacle
Cable Lock Receptacle The cable lock receptacle allows you to connect a cable-style
lock to the embosser.
Power Connection The power connection provides a plug-in receptacle for the
embosser power supply.

Inside the Embosser
Printer Lock Lever
Manual Advance
Knob
Indent Ribbon
Cartridge
Topping Foil Cartridge Reject Tray
Printer Lock Lever The lever locks the printer to the embosser. Slide the lever to
the right to lock the components together.
Manual Advance Knob The manual advance knob allows you to move the card in the
card track to clear a card jam.
Indent Ribbon Cartridge The indent ribbon cartridge holds the indent ribbon supply.
Reject Tray The reject tray holds up to five unfinished cards or cards that
were not processed properly. Empty the reject tray regularly
to prevent card jams.
Topping Foil Cartridge The topping foil cartridge holds the topping foil supply.
10 About the System

System Labels
There are two labels on the system: the printer configuration label and the embosser
configuration label.
 The printer configuration label shows the printer name, serial number, configuration, date
and country of assembly, and the MAC address to use when the printer is connected using an
Ethernet network.
 The embosser configuration label shows the embosser name, serial number, configuration,
and date and country of assembly.
Both configuration labels provide information that is useful when requesting service. They also
help you know which components are installed. Additional labels may be attached to the printer
and embosser to indicate components installed by the dealer or sales group after the system was
manufactured.

Printer Configuration Label
The printer configuration label is located on
the left-hand side of the printer swingarm
(and under the printer supplies access door
on the multi-hopper). To view the label,
unlock the printer and press the latch
button on the printer swingarm.
Configuration
Label
Option Configuration Code
Input Hopper H1=100 Card

H3=Multi-Hopper
Printing P0=No Printhead

blank-=Color printing
Magnetic Stripe M1=ISO

M2=JIS
M3=ISO and JIS
blank=no magnetic stripe option
Duplex D1=Duplex
D2=Duplex with Dual Magnetic Stripe
D3=Duplex, Duplex disabled
Smart Card Sx=Smart Card option, where x indicates the type of

smart card reader installed
blank=no smart card option
Lock L1=Printer Lock and Single-Hopper Lock

L2=Printer Lock and Multi-Hopper Lock
12 About the System

Embosser Configuration Label
The embosser configuration label is
located inside the embosser on the lower
enclosure. To view the label, unlock and
open the embosser supplies access door
and locate the label inside.
Configuration Label
Option Configuration Code
Type Set 001=Single Embosser

002=Double Embosser
Additional Type X=None

N=Tilde
C=Tilde and Cedilla
H=Large Gothic
S=Special
Topper X=None
T=Topper
Indent X=None
I=Indent

14 About the System
Chapter 3: Using the System
This section details information about how the card travels through the
system, how the data is received and processed, and how to use the
features of the system, such as the printer’s front panel.
This section describes how to:

 Process Cards on page 16
 Use the Front Panel on page 19
 Use the LCD Panel Menus on page 22

 Use Printer Manager on page 32
 Load Supplies on page 33

Process Cards
The CE system is used with other equipment and software to create a card production system.
The system produces cards for a specific purpose, and the cards must meet requirements.
The system can include:
1. A PC with Datacard® CardWizard® issuance software.
The CE870 system works with CardWizard software, which processes the card data and
obtains the needed authorization from the financial system that manages customer
accounts. CardWizard issuance software links to the interface used at the issuance sites.
2. Capture devices, such as:
 A digital camera connected to the PC to take photos.
 A signature capture pad, fingerprint reader, or PIN pad.

3. The printer with supplies and a facility power source.
4. A network data connection between the printer and PC.
Contact your system administrator for details about processing cards with your system’s
configuration.
16 Using the System

How the Card Travels
Card processing begins when you send the card to print from the PC. The hopper pick mechanism
picks a card and moves it into the printer component for processing.
CardWizard issuance software works

with your financial system and sends
the card data from the PC to the printer.
The multi-hopper moves the card from

the selected hopper and transfers it
into the printer component.
The printer component

encodes magnetic stripe data
and processes smart card
information.
An image can be printed on the

card, or printing can be turned
off for pre-printed cards.
The card is transferred into

the embosser component
through a series of flippers.
The finished card Indent data is processed first.

exits the system Characters are indented using
through the card the indent ribbon.
output hopper.
The card flipper turns the card over so Unfinished cards or cards not
that characters can be embossed on the processed properly are placed
front of the card. in the reject tray inside the
1. Characters are embossed. embosser.
2. Topping foil is applied to the characters.
The card moves to the magnetic stripe encode area or to the smart card park station depending
on the type of card selected. Encrypted data is decrypted and written to the card. When magnetic
stripe and smart card functions are complete, the card is transferred to the embosser
component.
If the card design includes indent data and the embossing wheel includes optional indent
characters, the system processes the indent data first. On entering the embosser, the card is
flipped to indent characters on the back of the card. If the card design includes indent characters
on the front of the card, the card is turned automatically and moved back to the indent module to
indent the characters on the front of the card.

The system then processes the emboss data. The emboss function is a two-step process. First the
characters are embossed and then topping foil is applied to those characters.
Secure Encryption
Secure encryption on the system means that all data entered is converted into a secure form of
code by your software application before it is sent to the system. The printer decrypts the code
and sends the data to the magnetic stripe or smart card chip on the card.
The printer uses advanced SSL/TLS encryption that supports the AES-256 (Advanced Encryption
Standard) and 3DES (Triple Data Encryption Standard).
The printer does not accept magnetic stripe or smart card data that is not encrypted. If non-
encrypted data is sent to the printer, a message displays on the printer’s LCD panel and the card is
rejected.
Power On the System

1. Power on the system by pressing the power button on the front panel.
2. Wait until the system has powered on and Ready displays on the LCD panel.
18 Using the System

Use the Front Panel
The front panel of the printer provides the controls you need to operate the system. The front
panel controls are described in the following sections.
LCD Panel
Status Lights
Ribbon
Cards
Power
Button User Light &
Down Up Enter User Button
Arrow Arrow
Power Button
Use the POWER button to power the system off and on. All lights show steady amber while the
system powers on.
To power off the system, press the POWER button for 1 to 2 seconds until the system powers off.
To power off the system while processing cards, press the button for 2 or more seconds. Card jobs
do not complete and are sent to the reject tray.
Down Arrow, Up Arrow, and Enter Key

Use the arrow keys to move through the LCD menu system and the ENTER key to make a selection.
Refer to “Use the LCD Panel Menus” on page 22 for details.
Press the up or down arrow key while the LCD panel displays Ready to display additional
information about the printer on line 2, including the firmware version, printer model, serial
number, network IP address, embosser serial number and version, and supply part numbers. If
you do not press a key for 30 seconds, the LCD panel returns to the default Ready message.

User Button and Light
The printer’s USER button displays with a border of light that indicates the system status. Use the
USER button to:
 Suspend the printer—press the USER button when the LCD panel displays Ready.
 Clear a message—press the USER button once.
 Clear all messages—press the USER button for 2 seconds or more.
 Determine whether the system is ready, busy, or not available. Indicators include the
following. Refer to “Messages and Conditions” on page 63 for a list of the LCD messages that
correspond to the USER light.
Off The system is off or suspended.
Green The system is ready.
Flashing green The system is busy. The light flashes slowly (every
2 seconds).
OR
The system has a hardware error in the embosser.
The light flashes quickly (every 1/2 second).
Amber The system is not ready.

The POWER button was pressed to turn off the
printer.
Flashing amber The system has a problem. The light flashes at a

medium rate (every second).
OR
The system has a hardware error in the printer.
The light flashes quickly (every 1/2 second).
Color Cycle: The system is not ready or a door on the system is

Amber, Green, open. The colors cycle quickly (every 1/2 second).
Light Green, Off Close and Lock Doors displays on the LCD panel if
no other message is present.
20 Using the System

Ribbon Light
The ribbon light flashes green when the indent ribbon or topping foil levels are low or out, or
when there is a problem with a supply. If the system has the optional printhead installed, the light
flashes amber if there is a problem with the print ribbon. Refer to “Messages and Conditions” on
page 63 for a list of the LCD messages that correspond to the ribbon light.
Off The supply levels are okay.
Flashing green A flashing light indicates one of the

following:
 A problem with an embosser supply.
 The embosser supply level is low. The

light blinks slowly (every 2 seconds).
 The embosser supply is out. The light
blinks quickly (every 1/2 second).
Flashing amber There is a problem with the print ribbon, if

the optional printhead is installed.
Card Light
The card light flashes green when the system has a card problem in the embosser component and
flashes amber when the system has a card problem in the printer component.
A message displays on the LCD panel with details of the problem when the card light is flashing
quickly (every 1/2 second). Refer to “Messages and Conditions” on page 63 for a list of the LCD
messages that correspond to the card light.
Off The cards are okay.
Flashing green There is a card problem in the embosser

component. The light flashes quickly (every
1/2 second).
Flashing amber There is a card problem in the printer

component. The light flashes quickly (every
1/2 second).

Use the LCD Panel Menus
The LCD panel shows the printer’s menu system and displays messages and conditions. When the
printer is in the Ready status, the LCD displays the model number of the printer.
For a list of printer and embosser messages and recovery information, refer to “Respond to
Messages” on page 66.
22 Using the System

Press the USER button to suspend the printer. Then, press ENTER to enter the menu system. Use
the arrow keys to move through the menus, and press ENTER to make a selection. The menu
system has four major branches:
 Use the Maintenance menu to run a cleaning card, print a test card, or reset the locks on the
system.
 Use the Status menu to see settings and data about the printer.
 Use the Configuration menu to change printer settings.
 Use the Activate menu to enable and disable secure features of the printer. This menu is used
only during installation or removal of a financial system that requires activation.
HINTS & TIPS

 You can access the menu system when the system is not actively processing cards and Ready
displays on line 1 of the LCD panel.
 The printer returns to the Ready status after two minutes of no activity. Changes that have
not been applied are lost.
 To leave a selection without changing the value, press the up or down arrow key until Exit
displays, and then press ENTER.
You can use the LCD menu to view or change several printer settings, including the following:
 Pause the System on page 24
 View the Printer Serial Number from the LCD Menu on page 25
 Retrieve the Printer’s Network IP Address on page 26
 View Card Counts from the LCD Menu on page 28
 Change the LCD Backlight Brightness on page 30
 Set Magnetic Stripe Coercivity from the LCD Menu on page 31

Pause the System
You can pause the system to prevent additional cards from being processed. A paused system
completes an active print job and suspends any additional jobs from printing until it returns to a
Ready status.
1. Pause the system by pressing the USER button while Ready or

Busy displays on line 1 of the LCD panel.
Suspended displays on line 1 of the LCD panel. An active print

job (if any) continues until it completes. Any additional card
production is paused.
2. Return the system to a Ready status by pressing the USER

button.
Ready displays on line 1 of the LCD panel. The printer is

available to print cards again.
24 Using the System

View the Printer Serial Number from the LCD Menu
You can view the printer serial number from the LCD panel by doing one of the following:
 Press the up or down arrow key while the printer displays Ready. Refer to “Down Arrow, Up
Arrow, and Enter Key” on page 19.
 Use the LCD panel Status menu.
To use the LCD Status menu, begin when the printer displays Ready. The USER button shows
steady green.
1. Enter the menu system.
a. Press the USER button.
Suspended displays on line 1 of the LCD panel.
b. Press ENTER to enter the menu system.

2. View the serial number.
a. Press the down arrow key to display Status on line 2.
b. Press ENTER to enter the Status menu.
c. Serial Number is the first option on the menu. Press ENTER

to display the printer serial number.
3. Press an arrow key until Exit displays on line 2 of the LCD

panel. Press ENTER to exit the Status menu.
4. Press the USER button to return the printer to Ready. The USER
button glows green and the printer is available to print cards.

Retrieve the Printer’s Network IP Address
You need to know the printer IP address to perform some tasks. For example, you must enter the
printer IP address when you define the printer to the CardWizard Administrator. You also use the
IP address when launching Printer Manager, the printer’s web interface, from a browser window.
To display the IP address, you can do one of the following:
 Press the up or down arrow key while the printer displays Ready. Refer to “Down Arrow, Up
Arrow, and Enter Key” on page 19.
 Use the LCD menu system Status menu.
The following steps describe how to display an IP address using the Status menu. You also can
display the subnet mask, gateway address, and MAC address, if necessary.
Begin with the printer power connected, and the printer connected to the network.
1. Press the POWER button (if needed) to power on the printer.
2. Access the Status menu in the LCD menu:

a. Press the USER button to suspend the printer.
c. Press the down arrow to display Status on line 2.
d. Press ENTER to enter the Status menu.
e. Press the down arrow key twice to display

Network IPv4 on line 2.
f. Press ENTER to display the Network IPv4 menu.
26 Using the System

3. Press the down arrow key until IP Address displays on line 2.
4. Press ENTER to display the IP address. Record the IP address.
5. Press ENTER to return to the Network IPv4 menu. Subnet Mask

displays on line 2.
6. Press ENTER to display the subnet mask. Record it, if necessary.
7. Press ENTER to return to the Network IPv4 menu. Gateway

Address displays on line 2.
8. Press ENTER to display the gateway address. Record it, if

necessary.
9. Press ENTER to return to the Network IPv4 menu.
10. Press the down arrow key to scroll to Exit on line 2.

11. Press ENTER. Then, press the USER button to return the printer
to Ready. The USER button glows green.

View Card Counts from the LCD Menu
You can use the LCD Status menu to see the number of cards that have been printed, completed,
rejected, or lost.
Begin with the printer displaying Ready. The USER button shows steady green.
2. Enter the Card Count menu.
a. Press the down arrow key until Status displays on line 2 of the LCD panel.
b. Press ENTER to enter the Status menu.
c. Press the down arrow until Card Counters displays on line 2

of the LCD panel.
d. Press ENTER to enter the Card Counters menu.
e. Press ENTER to enter the Card Count menu.
28 Using the System

3. View the Card Count.
a. Press ENTER to view the total number of cards picked on the

system.
b. Press the down arrow to display the Cycle Count.
c. Press the down arrow to display the Completed Card

count.
d. Press the down arrow to display the Rejected Cards count.
e. Press the down arrow to display the Lost Cards count.
4. Press the down arrow to display Exit on line 2 of the LCD panel.
Press ENTER to exit to the Card Counters menu.
5. Exit the menu system.
a. Press an arrow key until Exit displays on line 2 of the LCD

panel.
b. Press ENTER to exit the Status Menu.

6. Press the down arrow key until Exit displays on line 2.
7. Press ENTER. Then, press the USER button to return the printer to Ready. The USER button glows
green.

Change the LCD Backlight Brightness
You may need to change the LCD backlight brightness to make it easier to see. You can do this
using the LCD panel Configuration menu.
Begin when the printer displays Ready. The USER button shows steady green.
2. Access the LCD backlight option.
a. Press the down arrow key until Configuration displays on

line 2 of the LCD panel.
b. Press ENTER to enter the Configuration menu.
c. Press the down arrow key to display LCD Backlight on

d. Press ENTER to select LCD Backlight.
3. Select LCD Backlight level.

a. Press the down arrow key to lower the light level.
Or
Press the up arrow key to increase the light level.
b. When the light is at the desired level, press ENTER.
The printer saves the settings and returns to the

Configuration menu.
a. Press an arrow key until Exit displays on line 2 of the LCD panel.
b. Press ENTER to exit the Configuration menu.

6. Press ENTER. Then, press the USER button to return the printer to
Ready. The USER button glows green.
30 Using the System

Set Magnetic Stripe Coercivity from the LCD Menu
The setting for coercivity can be changed from the LCD panel, if needed. Usually, coercivity is a
system-wide decision and does not change.

c. Press the down arrow key until Configuration displays on

d. Press ENTER to enter the Configuration menu.
2. Set Magnetic Stripe Coercivity.
a. Press the down arrow key until Magstripe displays on

b. Press ENTER to enter the Magstripe menu.
c. Press the down arrow key until Coercivity displays on line 2

of the LCD panel.
d. Press ENTER to enter the Coercivity menu.
i. Press an arrow key to display the intended coercivity.
ii. Press ENTER. Apply displays on line 2 of the LCD panel.
iii. Press ENTER to save the value.
iv. The printer saves the value and returns to the

Magstripe menu.
Press ENTER to exit the Magstripe menu.

a. Press an arrow key until Exit displays on line 2 of the LCD panel.
b. Press ENTER to exit the Configuration menu.

5. Press ENTER. Then, press the USER button to return the printer to
Ready. The USER button glows green.
Use Printer Manager

Printer Manager is a web-based interface that displays information about the system and allows
you to manage system settings. You can access Printer Manager through a web browser, using
the system’s IP address.
System administrators and service providers can use Printer Manager to fine-tune card
appearance, set advanced options, and troubleshoot printing problems.
For more information about specific tasks available to the end user, refer to the printer’s
Installation and Administrator’s Guide.
32 Using the System

Load Supplies
Embossing supplies include topping foil and indent ribbon. The topping foil is applied to the
embossed characters and can be applied to up to five lines of characters. The indent ribbon is
used to apply black or white color to a single line of indented characters. The printer supplies
include a cleaning sleeve and an optional print ribbon.
If the embosser supplies are preloaded into their cartridges, install the cartridges into the
embosser component.
The topping foil and indent ribbon cartridges are not interchangeable. They fit only
into the designated cartridge area.
Load the Indent Ribbon Cartridge

1. Prepare the indent ribbon cartridge and
IMPORTANT! Do not separate.
indent roll.
a. Unlock and open the embosser supplies

access door and remove the indent
ribbon cartridge from the embosser.
The indent ribbon cartridge is on the
right as you face the embosser
opening.
b. Place the indent ribbon cartridge on a

flat surface with the spindles facing up.
c. Remove the used indent ribbon spools

from the cartridge and discard them Supply Spool Take-up
Spool
according to your site’s security
procedures.
d. Remove the new indent roll from its package.
IMPORTANT! Do not separate the silver take-up spool away from the blue supply spool.
2. Secure the blue supply spool into the

spindle.
a. Match the keyed pattern of the supply

spool hub with the left side spindle.
b. Push the supply spool into the spindle

until it clicks securely into place.

3. Prepare the ribbon for routing.
a. Roll up one full turn of indent ribbon

on the silver take-up spool.
b. Roll out a slack length of indent ribbon

from the supply spool.
4. Route the ribbon around the rollers on the

indent ribbon cartridge. A diagram on the
cartridge shows the correct routing
pattern.
IMPORTANT! Do not twist the ribbon

while routing.
5. Secure the take-up spool into the spindle.
a. Match the keyed pattern of the take-up

spool hub with the right-side spindle.
b. Push the take-up spool into the spindle

until it clicks securely into place.
6. Turn the take-up spool one full turn

clockwise to take up ribbon slack.
7. Replace the indent ribbon cartridge.
a. Hold the cartridge by its handle.
b. Align the cartridge with the guides inside the

embosser.
c. Slide the cartridge in until it clicks and stops.
8. Close and lock the embosser supplies access door.
34 Using the System

Load the Topping Foil Cartridge
1. Prepare the topping foil cartridge and topping roll.
a. Unlock and open the embosser supplies access Take-up

door and remove the topping foil cartridge. The Spool
topping foil cartridge is on the left as you face the Supply
Spool
embosser.
b. Place the topping foil cartridge on a flat surface

with the spindles facing up.
c. Remove the used topping foil spools from the

cartridge and discard them according to your
site’s security procedures.
d. Remove the topping foil from its package.
2. Secure the supply spool into the spindle.
a. Match the keyed pattern of the blue supply spool

hub with the right-side spindle.
b. Push the supply spool into the spindle until it

clicks securely into place.
3. Roll out and route the foil around the rollers on the
topping foil cartridge. A diagram on the cartridge
shows the correct routing pattern.
4. Secure the silver take-up spool into the spindle.
a. Match the keyed pattern of the take-up spool

hub with the left side spindle.
b. Push the take-up spool into the spindle until it

clicks securely into place.
5. Turn the take-up spool one full turn

counterclockwise to take up foil slack.

6. Replace the topping foil cartridge.
a. Hold the cartridge by its handle.
b. Align the top of the cartridge with the

guides inside the embosser.
c. Slide the cartridge in until it clicks and

stops.
7. Close and lock the embosser supplies access

door.
Load the Cleaning Sleeve

The printer component uses a replaceable cleaning sleeve to remove dust and other particles
from cards before they travel into the printer. You should replace the cleaning sleeve when you
clean the printer, if you notice debris on the finished card, or if the cleaning sleeve is no longer
sticky.
The cleaning sleeve is accessible when the print ribbon cartridge is removed from
the printer.
1. Unlock the printer (and open

Printer Supplies
the printer supplies access door
Access Door
on the multi-hopper).
36 Using the System

2. Press the silver latch button and open the printer
swingarm.
Open
Swingarm
3. Prepare the print ribbon cartridge.
a. Remove the print ribbon cartridge from the

printer.
b. Remove the cleaning roller spindle with the used

cleaning sleeve from the ribbon cartridge.
c. Remove the used cleaning sleeve from the

spindle and discard it.
4. Install the new cleaning sleeve.

Print Ribbon
a. Slide the spindle into a new cleaning sleeve (a). Cartridge
b. Place the spindle with the cleaning sleeve onto

the ribbon cartridge (b).
c. Remove the protective wrapper from the cleaning

sleeve (c).
Cleaning Roller
Spindle
Protective
Wrapper

5. Reinstall the ribbon cartridge.
6. Close the printer swingarm. Press down on the ridges on

the front of the swingarm to make sure that it latches
completely on both sides.
7. Close the supplies access door on the multi-hopper and

lock the printer.
Load the Print Ribbon (Optional)

The printer uses print ribbon for color printing. If your printer is equipped with the optional
printhead, load the print ribbon when you install the printer and when the ribbon runs out.
1. Remove the print ribbon cartridge.
a. Unlock the printer (and open the printer supplies access door on the multi-hopper).
b. Open the printer swingarm and remove the print ribbon cartridge. (Refer to “Load the
Cleaning Sleeve” on page 36.)
2. Load the ribbon.
a. Load a full roll of print ribbon (the blue spool)

onto the spindle closest to the cartridge handle
until it clicks into place.
b. Place the silver take-up spool on the spindle with
the black gear until it clicks into place.
c. Wind the take-up spool counterclockwise one
full turn.
3. Load a new cleaning sleeve. Refer to “Load the Cleaning Sleeve” on page 36.
4. Replace the print ribbon cartridge.
5. Close the printer swingarm. Press down on the ridges on the front of the swingarm to make
sure that it latches completely on both sides.
6. Close the supplies access door on the multi-hopper.

7. Lock the printer.
38 Using the System

Load Cards in the Input Hopper
 Cards can stick together. Slide or fan the cards to separate the edges before placing them in
the input hopper. Handle cards by their edges only, or wear gloves.
 Insert ISO magnetic stripe cards with the stripe (back side) facing down and to the right.
 Insert smart cards with the smart card chip facing up and toward the back of the hopper.
A diagram inside the input hopper shows the correct orientation for each type of card.
Single Hopper System

1. Unlock the printer and open the hopper.
2. Load the cards into the input hopper. The input hopper
can hold up to 100 cards.
3. Close the input hopper and lock the printer when you
finish loading cards.
Multi-Hopper System
1. Unlock the printer and open the multi-
hopper.
2. Load the cards into the hoppers.
The input hoppers are labeled H1 through

H6. Each input hopper can hold up to 100
cards.
3. Close the multi-hopper and lock the printer

when you finish loading cards.

Use the Exception Slot
The exception slot allows you to insert a single card, such as a different card type than those
loaded in the input hopper. The input hopper does not have to be opened to insert a card
through the exception slot.
Do the following to insert a single

card into the printer using the
exception slot.
1. Slide the card into the exception

slot.
2. Push the card all the way into

the input hopper. The card slides
under any cards already in the
input hopper so that it can be
picked.
In a multi-hopper system, the card slides under any cards in hopper 2.
40 Using the System

Chapter 4: System
Maintenance
The CE Instant Issuance System is designed to be easy to maintain.

System operators can perform routine maintenance tasks to keep the
printer in good operating condition.
This section includes the following:

 Maintain the Printer and Embosser
 Clean the Printhead on page 42
 Clean the System on page 43

 Clean the Embosser Rollers on page 48
 Empty the Embosser Reject Tray on page 50
Maintain the Printer and Embosser

Do the following to keep the system clean and in good working condition.
 Run a cleaning card and replace the cleaning sleeve in the printer component after every 500
cards processed or every 6 months. Refer to “Clean the System” on page 43.
 Keep the surface and area around the system clean and free of environmental contaminants
such as dust and moisture.
 Never clean the surface of the printer or embosser with abrasive chemicals or cleansers.
 Keep the area around the system free of obstructions that may limit ventilation or access to
components.

Clean the Printhead
If your system includes the optional printhead, clean the printhead for optimal color printing.
Clean the printhead in the following situations:
 When the printhead is replaced.
 If there are unprinted lines on a card. This can indicate dirt or contaminants on the printhead.
 If the printhead is touched accidentally. Oils from hands can affect print quality and damage
the printhead.
To clean the printhead, do the following:
1. Power off the printer.

a. Unlock the printer (and open the printer supplies access door on a multi-hopper system).
b. Open the printer swingarm and remove the print ribbon cartridge.
3. Use the cleaning swab.

a. Remove the cleaning swab from its package.
b. Using gentle pressure, move the cleaning swab

back and forth along the full length of the
printhead edge until it is completely clean.
4. Replace the print ribbon cartridge. Avoid bumping the
printhead when installing the print ribbon cartridge.
5. Close the printer swingarm. Press down on the ridges
on the front of the swingarm to make sure that it
latches completely on both sides.
6. Close the supplies access door on the multi-hopper.
8. Power on the printer.
HINTS & TIPS

 Avoid touching the printhead edge with your fingers. Contamination due to skin oils
eventually can damage the printhead.
 Avoid touching the printing edge of the printhead cartridge with any sharp objects that can
permanently damage the printhead.
 Use only the cleaning swab to clean the printhead. Other materials can stick to the printhead
and cause damage.
 Use a cleaning swab one time only. Discard it after cleaning the printhead.
42 System Maintenance
Clean the System
Run a cleaning card to clean debris from the inside of the system. The cleaning card can remove
most contaminants from the system. Run a cleaning card after every 500 cards processed by the
system, or more often depending on your environment or if card quality diminishes.
If the card light is blinking amber and there are cards in the input hopper, the system’s
configured cleaning count has been reached and it is time to clean the system. The
number of cards between cleaning is set in the Printer Manager FrontPanel settings.
Refer to the “Printer Manager” section of the printer’s Installation and Administrator’s
Guide.
Begin when the printer displays Ready. The USER button shows steady green.
Single Hopper System

1. Prepare the printer for cleaning.
a. Power on the system.
b. Unlock the printer.
c. Open the printer swingarm and remove the print

ribbon cartridge.
d. Remove the used cleaning sleeve and discard it.

e. Replace the ribbon cartridge and close the
swingarm. Press down on the ridges on the front of
the swingarm to make sure it latches completely on
both sides.
f. Open the input hopper and remove any unprinted cards.
g. Open the cleaning card package and remove the

cleaning card.
h. Load the cleaning card in the input hopper. (Plan

to clean the printer immediately. The cleaning
card dries out if it is out of its package for more
than a few minutes.)
i. Close the input hopper and lock the printer. The

front panel displays Ready and the USER button
shows steady green.

2. Use the LCD menu system to start the cleaning cycle.

3. Enter the Cleaning Card menu.
a. Maintenance displays on line 2 of the LCD panel. Press

ENTER to enter the Maintenance menu.
b. Cleaning Card displays on line 2 of the LCD panel. Press

ENTER to enter the Cleaning Card menu.
4. Run the cleaning card.
a. Start displays on line 2 of the LCD panel. Press ENTER to

start the cleaning process.
b. Insert cleaning card displays on the LCD panel and the

card light blinks amber. Press the USER button to start the
cleaning cycle.
The cleaning card moves through the printer several times.

The card then moves into the embosser and cleans the
embosser rollers. It is ejected in the reject tray of the embosser.
5. Prepare the printer for use.
a. Unlock the printer.
b. Open the input hopper and replace the unprinted cards.
c. Open the printer cover and remove the print ribbon cartridge.
d. Place a new cleaning sleeve on the print ribbon cartridge and remove the protective
wrapper. Refer to “Load the Cleaning Sleeve” on page 36.
e. Return the print ribbon cartridge into the printer component.
f. Close the printer swingarm.
g. Unlock the embosser and open the supplies access door.
h. Remove the used cleaning card from the reject tray and discard it.
i. Lock the printer and embosser. The LCD panel displays

Ready and the printer is available to print cards again.
HINTS & TIPS

 Use the cleaning card one time only.
 Change the cleaning sleeve each time you clean the printer or change the print ribbon.
Multi-Hopper System
Cleaning a system equipped with a multi-hopper involves two steps: cleaning the printer and
cleaning the hopper rollers. To start the cleaning process, refer to “Prepare the Printer for
Cleaning”.
Prepare the Printer for Cleaning
1. Power on the printer.
2. Unlock the printer and open the printer supplies access door
3. Open the printer swingarm and remove the print
ribbon cartridge.
4. Remove the used cleaning sleeve and discard it.
5. Replace the ribbon cartridge in the printer and

close the swingarm and the printer supplies
access door.

6. Open the multi-hopper door and remove any
unprinted cards.
7. Open the cleaning card packages, remove the

cards, and insert the cleaning cards into the
hoppers. (Plan to run the cleaning cycle
immediately. The cleaning cards dry out if
they are out of the package for more than a
few minutes.)
8. Close the multi-hopper door and lock the

printer. The front panel displays Ready and
the USER button shows steady green.
Clean the Printer

1. Make sure that you have prepared the printer for cleaning. Refer to “Prepare the Printer for
Cleaning” on page 45

3. Enter the Cleaning Card menu.
a. Maintenance displays on line 2 of the LCD panel. Press

ENTER to enter the Maintenance menu.
b. Cleaning Card displays on line 2 of the LCD panel. Press

ENTER to enter the Cleaning Card menu.
4. Printer displays on line 2 of the LCD panel. Press ENTER.
5. Start displays on line 2 of the LCD panel. Press ENTER to start

the cleaning process.
6. Insert cleaning card displays on the LCD panel. Press the USER
button to start the cleaning cycle.
The printer picks the cleaning card from hopper 2 (H2) and
moves it through the printer several times. The card then
moves into the embosser and cleans the embosser rollers. The
card is ejected in the reject tray of the embosser.
The printer returns to Ready when the cleaning cycle completes.

Continue with “Clean the Multi-Hopper Rollers” on page 47.
Clean the Multi-Hopper Rollers

1. Access the LCD menu system and enter the Cleaning Card
menu.
2. Select the hoppers for cleaning.
a. Press the down arrow key until Hopper displays on line 2 of

the LCD panel.
b. Press ENTER to enter the Hopper menu.
c. Press the down arrow key and choose All to clean hoppers
H1 through H6. (Or, continue pressing down to select
hoppers 1 to 6 to clean a hopper individually.)
3. Press ENTER to start the cleaning process.
The printer moves the cleaning cards back and forth across the hopper rollers several times
and then ejects the cleaning cards back into the hoppers.
The printer returns to Ready when the cleaning cycle completes.
To complete the cleaning process, continue with “Prepare the Printer for Use” on page 47.
Prepare the Printer for Use

1. Unlock the printer and open the multi-hopper door.
2. Remove the used cleaning cards from the hoppers. Wait a few minutes for the rollers to dry.
3. Replace the unprinted cards in the input hoppers.
4. Open the printer supplies access door and the printer swingarm. Remove the print ribbon
cartridge.
5. Install a new cleaning sleeve on the print ribbon cartridge, and remove the protective cover.
Refer to “Load the Cleaning Sleeve” on page 36 for the steps to follow.
6. Return the print ribbon cartridge to the printer component.

7. Close the printer swingarm. Press down on the ridges on the front of the swingarm to latch it
completely.
8. Close the printer supplies access door.
9. Unlock the embosser and open the supplies access door.
10. Remove the used cleaning card from the reject tray and discard it.
11. Lock the printer and embosser. The LCD displays Ready and is
available to print cards again.
HINTS & TIPS

 Use each cleaning card one time only.
 Change the cleaning sleeve each time you clean the printer or change the print ribbon.
Clean the Embosser Rollers

You also can clean the embosser flipper module rollers by selecting a test card option in Printer
Manager. Do the following to clean the embosser rollers from Printer Manager:
1. Log in to Printer Manager using the WebAdmin username. Refer to the printer’s Installation
and Administrator’s Guide for complete information about using Printer Manager.
2. Select TroubleShooting > Test Card.
3. Select TestCleaningCard from the Emboss/Card Back test card options.
4. Insert a cleaning card in the exception slot of the printer when prompted and click Run. The
cleaning card moves through the printer to the embosser flipper rollers. The card is ejected
into the reject tray when the cleaning completes.
5. Unlock the embosser and remove the used cleaning card.
6. Close and lock the embosser.
7. Log out of Printer Manager and close your browser window.

Empty the Embosser Reject Tray
Unfinished cards, or cards not processed properly, are placed in the reject tray inside the
embosser. Empty the reject tray regularly to avoid card jams.
1. Unlock and open the embosser supplies access door.
2. Remove the cards from the reject tray.

Follow your site’s guidelines to properly dispose of the
cards removed from the reject tray.
Chapter 5: Troubleshooting
This chapter details user procedures to recover from errors that may
occur with the system.
Use the following information to help you identify and fix basic issues that can occur when
printing. Also refer to your CardWizard documentation for additional troubleshooting
information.
The section starts with an overview of card production and printer issues you may encounter:
 Locate a Problem Within the Card Production System on page 52
 Locate a Problem with Basic Printer Functions on page 52

 Tools for Troubleshooting on page 53
This section also describes troubleshooting for the following:
 Installation Problems on page 54
 Card Appearance on page 55

 Magnetic Stripe Problems on page 58
 Use Advanced Troubleshooting Tools on page 59
 Card Jams on page 60

 Repair Broken Indent Ribbon or Topping Foil on page 62
 Messages and Conditions on page 63
 Respond to Messages on page 66

Locate a Problem Within the Card Production
System
If any one of the following components does not work properly, your card production can be
affected.
 CardWizard issuance software
CardWizard software formats the data used to create cards. Make sure that your card design
works with the system.
 Other components of the system
A system can include a camera to take photos, and may include other capture devices for
biometric data. Using and maintaining these components is important to the quality of cards
you produce.
Locate a Problem with Basic Printer Functions

The printer, embosser, and software applications work together to produce cards. If the system is
not working as you expect, follow these steps, in the order listed, to isolate the source of the
issue before you contact your service provider.
1. Make sure that the power cords are connected to both the printer and embosser.
2. Make sure that all network cables between the printer, embosser, and network are
connected.
3. Power on the system. Make sure that Ready displays on the front panel within 1 minute.
 If the system powers on correctly, continue to step 4.

 If the printer powers on, but Improper Shutdown displays on the LCD panel, press the
USER button for approximately 2 seconds. Ready should display.
 If the system powers on but does not display Ready, the system is not working properly.
Check all power cords and the interconnect cable between the printer and embosser. If
Ready still does not display, request service for the system.
 If the system does not power on, make sure that the printer and embosser power
supplies are working properly. A light on each power supply indicates that it is
functioning.
 If the power supplies are working properly, request service for the system from your
system administrator.
 If a power supply is not functioning, replace it and begin with step 1.
52 Troubleshooting
4. Print a test card. Contact your system administrator to run a test card from Printer Manager.
 If the test card prints, the printer is working correctly.

 If the test card does not print, the printer is not working correctly. Request service for the
printer.
5. 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 the card does not print, check the following:
 Is the correct printer selected in the Print Setup or Print dialog in the application?
 If the printer produced a blank card, check the page size specified in your application.
If the card causes an error, the card might have a type of data the printer does not
support.
Tools for Troubleshooting

The tools for troubleshooting a problem include the supplies and equipment you use to print
cards:
 Blank cards to print, used at several stages of troubleshooting
 Print ribbon (for optional color printing)
 Indent ribbon and topping foil
 Cleaning supplies, especially printer cleaning cards and a cleaning swab

Installation Problems
This section describes issues that could prevent a successful installation and provides
recommended solutions to those issues.
Problem Solution
The network cable is loose. Reconnect the data cable to the network port and the printer.
Restart the printer.
The printer displays Ready Follow your network troubleshooting procedures to isolate
on the LCD panel, but it is and test each component of the computer-to-printer
not available. communication link.
Suggestions:
 Verify the computer-to-network connection by accessing a
network resource, such as a network drive.
 The network administrator can test communication
between a server and the printer.
 Make sure that the user is logged in to the network.
The printer is not Make sure that the server name or IP address has been
configured with the correct entered in the Port Settings or Configure Port dialog box on
network address the computer. For more information about retrieving the
printer’s IP address, refer to “Retrieve the Printer’s Network
IP Address” on page 26. Make sure that Ready displays on the
printer's LCD panel.
54 Troubleshooting
Card Appearance
Card appearance problems can be caused by the print ribbon, indent ribbon, or topping foil
application.
Print Troubleshooting
Problem Probable Cause Solution
Nothing is printed on the The print ribbon is loaded Remove the print ribbon and install it
card. incorrectly. correctly. Refer to “Load the Print Ribbon
(Optional)” on page 38.
The page size was not set Use your card production application to
to ISO ID-1. access the printer’s print setup and select
ISO ID-1 for its page size. The correct page
size is available after you select the printer.
Color printing on top of a The black panel of the The printer uses the print ribbon panels in
black background does ribbon is printing over sequence; the Y panel prints first, then M,
not appear on the card. the color panels. and so on. The black panel of the print ribbon
is used last and will print over the color
panels. For best results, change the 100%
black background to a color near black, so
that it prints using the YMC (color) panels of
the print ribbon.
One or more lines appear The printhead is dirty or Clean the printhead. Refer to “Clean the
on the card. damaged. Printhead” on page 42.
The print quality changes The ribbon type was The type of ribbon installed in the printer
from the previous card. changed while card jobs determines the color profile used when the
were in the printer card is sent to print. If the ribbon type
queue. changes while jobs are queued, the card may
not print correctly. Allow all queued jobs to
complete before changing the type of ribbon
in the printer. Changing to a ribbon of the
same type does not affect printing.
One color panel is not The cards are slipping in Run a cleaning card. Refer to “Clean the
aligned correctly with the track. System” on page 43.
other color panels.
The cards are not the Use cards that meet the size requirement for
correct size for the the printer. Refer to “Cards” in the printer’s
printer. Installation and Administrator’s Guide for
specifications.

Printing is blurred. The cards have a matte, Use cards that meet the requirements for the
not glossy, finish. printer. Refer to “Cards” in the printer’s
Installation and Administrator’s Guide for
specifications.
The rollers are dirty. Run a cleaning card. Refer to “Clean the
System” on page 43.
The printhead is dirty. Clean the printhead. Refer to “Clean the

Printhead” on page 42.
The printed card has Unprinted cards have Handle cards carefully. Refer to “Card Quality
small unprinted areas. scratches. Guidelines” in the printer’s Installation and
Administrator’s Guide for more information.
Cards have embedded Use cards that meet the requirements for the
particles, an uneven printer. Refer to “Cards” in the printer’s
surface, or the card edge Installation and Administrator’s Guide for
has burrs. card specifications.
The rollers are dirty or Run a cleaning card. Refer to “Clean the
the card packaging System” on page 43.
contains debris.
Part of the printed image Cards have fingerprints Handle cards carefully. Refer to “Card Quality
is discolored. or other dirt on them. Guidelines” in the printer’s Installation and
A signature panel is Design the card to avoid printing photos over

located on the other side signature panel residue.
of the card.
The rollers are dirty or Run a cleaning card. See“Clean the System”
the card packaging on page 43. Use cards that meet the
contains debris. requirements for the printer. Refer to “Cards”
in the printer’s Installation and
Administrator’s Guide for specifications. If
needed, obtain a different supply of cards.
Photos look faded The image capture To determine optimal color settings, refer to
system needs the documentation for your image capture
adjustment. system and “Color Printing” in the printer’s
56 Troubleshooting
The printing is very light. The print ribbon is loaded Remove the print ribbon and install it
incorrectly. correctly. Refer to “Load the Print Ribbon
(Optional)” on page 38.
The card was previously Print only new cards. Refer to “Cards” in the
printed and has topcoat printer’s Installation and Administrator’s
on it. Guide for card specifications.
The printhead is not Contact your service provider for instructions

installed correctly. on installing the printhead correctly.
The printhead power is Log into the Printer Manager as a WebAdmin.

too low. Open the Printer Settings > Print menu.
Increase the YMCPower setting, and click Set
Current to save your changes.
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.
All color printing is darker Color adjustment is too Change the color adjustment settings. Refer
than intended. dark. A change in the to “Color Printing” in the printer’s Installation
card stock you use can and Administrator’s Guide.
alter the appearance of
printed cards.
Text has broken (partly The monochrome (K) If the card does not include a bar code,
printed) characters. power setting is balanced increase the monochrome intensity. If the
to print both fine text card includes fine text and bar codes, change
and bar codes. the text to improve printing. Refer to
“Monochrome Printing” in the printer’s
The text is formatted to Contact your service provider. Format text to

print with color, and the print black so that the text is not dithered.
card is being printed with
monochrome ribbon.
Printing is uneven or is The monochrome (K) Increase the monochrome intensity. Find a
missing in some areas. power setting is too low. balance between printing all card data and
The cards require a causing wrinkles.
different setting.

Indent Troubleshooting
The indent characters are The indent ribbon is Load the indent ribbon correctly. Refer to
very light. loaded incorrectly or not “Load the Indent Ribbon Cartridge” on
being taken up on rollers. page 33 for more information. Contact your
system administrator if the problem
continues.
Topping Foil Troubleshooting
The topping foil is very The topping foil is loaded Load the topping foil correctly.
light. incorrectly. Refer to “Load the Topping Foil Cartridge” on
page 35 for more information.
The topper temperature Contact your system administrator to adjust

is not hot enough. the temperature of the topper mechanism.
Magnetic Stripe Problems

The printer uses the coercivity set using the LCD panel or Printer Manager, and the data format
set using the Printer Manager.
Problem Solution
Cards are not loaded Load ISO cards with the magnetic stripe (back side) facing
correctly. down and to the right. Refer to “Load Cards in the Input
Hopper” on page 39.
Cards do not have a Load magnetic stripe cards in the input hopper. If the cards
magnetic stripe. have a magnetic stripe, check the quality of the cards. Change
card stock if needed.
The card has dirt or Encode and send a new card to the printer. If an error message
damage on the magnetic displays indicating a magnetic stripe problem, run a cleaning
stripe. card to clean the magnetic stripe head. Refer to “Clean the
System” on page 43.
58 Troubleshooting
Problem Solution
The magnetic stripe on To use the cards you have, select low-coercivity encoding.
the card is low-coercivity Refer to “Set Magnetic Stripe Coercivity from the LCD Menu”
material and the High on page 31. To encode with high coercivity, obtain cards
Coercivity setting is manufactured for high coercivity encoding.
selected.
The magnetic stripe on To use the cards you have, select high-coercivity encoding.
the card is high-coercivity Refer to “Set Magnetic Stripe Coercivity from the LCD Menu”
material and the Low on page 31. To encode with low coercivity, obtain cards
Coercivity setting is manufactured for low coercivity encoding.
selected.
The data for this job Cancel the current print job. Make sure that you know what
includes characters not data is allowed on the track. Change the data to be encoded,
allowed by the magnetic and resend the card job. Refer to “Magnetic Stripe Design” in
stripe format selected for the printer’s Installation and Administrator’s Guide for more
the track. information.
The magnetic stripe data Review the encoding format setting for the tracks in Printer
was sent in an encoding Manager. Refer to the Printer Manager “Printer Setting Menu”
format not supported by in the Installation and Administrator’s Guide. Make sure that
the track. the application is using the selected encoding format for the
track.
If the application and track are set to the same format, and the
message appears repeatedly, contact the application provider
for assistance.
The application sent track Verify the type of magnetic stripe option in the printer. Refer
data for a track not to “System Labels” on page 11 to see the options in your
supported by the printer.
magnetic stripe module. If the printer label indicates a 3-track ISO module, you can
send data for tracks 1, 2, and 3.
If the printer label indicates a single-track JIS module, you can
send data for track 1.
The magnetic stripe option and cards must be capable of
accepting and encoding each track of data sent by the card
production software.
Use Advanced Troubleshooting Tools

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

Card Jams
A card jam occurs when the card does not reach the proper position for the next action. To begin
troubleshooting a card jam, first determine where in the system the card jam has occurred. Card
jams can occur in either the printer or embosser components.
Printer Card Jam

1. Unlock the printer and open the printer supplies access door on the multi-hopper.
2. Press the silver latch button and open the printer swingarm.
4. Rotate the manual advance knob on the side of the printer until the jammed card is
accessible from the rollers.
5. Remove the card.

If no card jam is located in the printer, continue with “Embosser Card Jam” on page 61.
6. Close the printer swingarm. Press down on the ridges on the front of the swingarm to make
sure that it latches completely on both sides.
7. Close the printer supplies access door on the multi-hopper.
60 Troubleshooting
Embosser Card Jam
2. Remove the indent ribbon and topping foil cartridges.
3. Rotate the manual advance knob inside of the embosser until the jammed card is accessible
from the rollers.
4. Remove the card.
5. Replace the indent ribbon and topping foil cartridges.

Repair Broken Indent Ribbon or Topping Foil
If the indent ribbon or topping foil breaks, you can repair it and continue using the supply.
2. Remove the cartridge with the broken supply from the embosser.
3. Trim the ends of the broken supply evenly.
Do not remove the used supply from the take-up spool.
4. Align the ends of the broken supply evenly and apply adhesive tape to secure them.
Tape
Indent Ribbon Topping Foil
5. Turn the take-up spool until the mended portion is wound onto the spool two or three turns.
6. Remove any slack in the supply.

7. Reinstall the cartridge into the embosser until it clicks into position.
8. Close the embosser supplies access door and lock the embosser.
62 Troubleshooting
Messages and Conditions
When the system cannot process the card sent, it issues a condition. Conditions display on the
LCD panel on the front panel of the printer. Refer to the following for more information:
 Messages on the Printer LCD

 Messages from Printer Manager on page 66
 Other Messages on page 66
Messages on the Printer LCD

All messages are associated with a print job. The system issues messages that focus on recovering
from problems.
 The printer LCD panel displays a message number and a short description for each message.
 If more than one message was issued, the next message displays after you correct the
problem and press the USER button.
 The lights on the front panel flash while messages display on the LCD panel:
 The USER light flashes quickly (every 1/2 second) for hardware errors; green for a
condition in the embosser or amber for a condition in the printer.
 The USER light flashes amber at a medium rate (every second) for all other system
problems. It can be accompanied by flashing supply and card lights.
 The supply and card lights flash quickly (every 1/2 second); green for problems in the
embosser and amber for problems in the printer.
No. LCD Message User Light Supply Light Card Light
– Close and lock doors Color Cycle Off Off
100 Request not supported Amber Flash Off Off
101 Job could not complete Amber Flash Off Off
102 Card not in position Off Off Amber Flash
103 Printer problem Amber Flash Off Off
104 Critical problem Amber Flash Amber Flash Amber Flash
105 Magstripe data error Amber Flash Off Off
106 Magstripe data not found Off Off Amber Flash

107 Magstripe read data error Off Off Amber Flash
108 Magstripe read no data Off Off Amber Flash
109 Print ribbon problem Off Amber Flash Off
110 Print ribbon out or missing Off Amber Flash Off
111 Card not picked Off Off Amber Flash
112 Card hopper empty Off Off Amber Flash
113 Close cover to continue Amber Flash Off Off
114 Cover opened during job Amber Flash Off Off
116 Magstripe not available Amber Flash Off Off
117 Reader not available Amber Flash Off Off
118 Print ribbon type problem Off Amber Flash Off
119 Print ribbon not supported Off Amber Flash Off
120 User paused the printer Amber Flash Off Off
121 Print ribbon not identified Off Amber Flash Off
122 Magstripe format problem Amber Flash Off Off
123 Insert new card side 1 up Amber Flash Off Off
124 Insert same card side 2 up Amber Flash Off Off
125 Emboss critical error Green Flash Green Flash Green Flash
126 Emboss format error Green Flash Off Off
127 Emboss transport error Green Flash Off Off
128 Embosser card jam Off Off Green Flash
129 Embosser topper jam Off Green Flash Off
130 Embosser card entry jam Off Off Green Flash
131 Embosser card exit jam Off Off Green Flash
64 Troubleshooting
132 Embosser card stack full Off Off Green Flash
133 Embosser card reject full Off Off Green Flash
135 Indent ribbon supplies out Off Green Flash Off
136 Indent ribbon break Off Green Flash Off
137 Embosser wheel error Green Flash Off Off
138 Embosser indent error Off Green Flash Off
139 Lost card, open emboss cover Off Off Green Flash
140 Embosser not available Green Flash Off Off
141 Close emboss cover Green Flash Off Off
142 Emboss cover error Green Flash Off Off
143 Topping foil problem Off Green Flash Off
144 Topping foil out Off Green Flash Off
145 Topping foil type problem Off Green Flash Off
146 Topping foil support err Off Green Flash Off
147 Topping foil no tag found Off Green Flash Off
149 Option not installed Amber Flash Off Off
150 Print while unlocked Amber Flash Off Off
151 Failed to lock Amber Flash Off Off
172 Insert cleaning card Off Off Amber Flash

173 Improper shutdown Amber Flash Off Off
245 Configuration error Green Flash Off Off
Messages from Printer Manager

Printer Manager issues messages that display only in the browser window. Click Continue in
Printer Manager to continue working with the printer. Refer to “Printer Manager” in your
printer’s Installation and Administrator’s Guide.
Other Messages
 The card production application you use also may display messages.
 Other printers can cause messages if more than one model of card printer is installed.
 The Card Printer Driver can issue a message if a print job is sent to the printer using the
driver. Refer to “Driver-Only Message” on page 80.
Respond to Messages
Messages display on the printer front panel LCD to identify various operational conditions and
errors of card production on the system. You can respond to messages using the printer front
panel buttons.
The messages that display are determined by the printer model and the options
installed on the printer. The messages described in the following sections may not
display on all printers.
Important! Always discard damaged, rejected, or partially printed cards according to your
organization’s established procedures.
The following messages display on the printer LCD panel. Use the recovery instructions to
respond to the message.
 Printer Messages on page 67
 Embosser Messages on page 76
66 Troubleshooting
Printer Messages
The following messages indicate a condition in the printer component.
Close and lock doors
A secure door is physically unlocked on the system.
1. Gently try to open all secure doors on the system.
2. Close any open door and lock the printer and/or embosser using the key.
100: Request not supported
The printer does not support the personalization being requested for the 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.
Send the card to print again.

101: Job could not complete
The card took too much time to complete.
The card will be canceled.
HINTS & TIPS

 If you are connected to a network, verify the connection.
 Ask your administrator for assistance if needed.
102: Card not in position
The card is not positioned in the printer correctly.
1. Open the printer and remove the ribbon cartridge.
2. Turn the knob to remove the card.
3. Replace the ribbon cartridge and close the printer
Press the USER button to clear the message and send the card to print again.

103: Printer problem
The printer had an error. The card will be canceled.
1. Press the printer POWER button to power off the printer.

2. Press the POWER button again to power on the printer.
104: Critical problem
The printer had a serious error. The card will be canceled.
1. Press the printer POWER button to power off the printer.

2. Request service.
The system must remain powered off.

105: Magstripe data error
The printer failed to verify that the correct magnetic stripe data was written on the card.
1. Make sure that you are using magnetic stripe cards that match the printer settings.
2. Make sure that the cards are placed in the printer correctly.
Press the USER button on the printer to clear the message and send the card to print again.
HINTS & TIPS

 The card might have been loaded into the input hopper the wrong way. A diagram inside the
input hopper shows the correct orientation.
 The card might not have a magnetic stripe.
68 Troubleshooting
106: Magstripe data not found
The printer did not find magnetic stripe data on card.
Press the USER button on the printer to clear the message and send the card to print again.
HINTS & TIPS

 The card might not match printer settings or the data sent.
 Ask the system administrator to verify that the card, the data, and the printer settings match.
107: Magstripe read data error
The printer failed to read the magnetic stripe data from the card. The card will be canceled.
Press the USER button on the printer and send a new card to the printer.
HINTS & TIPS

 The data might use a different format than the current printer setting.
 Ask the system administrator to verify that the card, data, and printer settings match.
108: Magstripe read no data
The printer did not find any magnetic stripe data on card. The card will be canceled.
Press the USER button on the printer and send a new card to the printer.
HINTS & TIPS

 The card might have been loaded in the input hopper the wrong way. A diagram inside the
input hopper shows the correct orientation.
 The card might not have a magnetic stripe.

109: Print ribbon problem
The print ribbon is not moving properly.
2. Reposition, repair, or replace the ribbon and advance the repaired area one full turn.
3. Replace the ribbon cartridge and close the printer.
Press the USER button on the printer to clear the message and send a new card to the printer.
HINTS & TIPS

 Remove any debris from the print area.
 If a card is in the printer, turn the manual advance knob to move the card so that the printer
can eject it.
110: Print ribbon out or missing
The printer does not have usable ribbon. To complete the current card:

2. Install a new ribbon and cleaning roller.
3. Replace the cartridge and close the printer
HINTS & TIPS
Used ribbon has negative images of printed data. To keep the data confidential, follow your
company policy to discard used ribbon.
111: Card not picked
The printer did not pick a card. To complete the current card:
For printers with an input hopper, open the input hopper, add or reposition cards, and close the
hopper.
For printers with single card feed, push the card in until the printer picks it.
70 Troubleshooting
112: Card hopper empty
The printer did not detect cards in the input hopper.
Add cards to the input hopper.

113: Close cover to continue
The cover is open or the print ribbon cartridge is missing.
Confirm that the print ribbon cartridge is installed and then close the cover.
HINTS & TIPS

 Make sure that the ribbon cartridge is installed properly with the cartridge handle even with
the edges of the printer.
 Press down on the cover ridges to make sure that the cover latches completely on both sides.
 All access doors must be closed to process cards. Unlock, open, and close all printer doors to
make sure they are closed completely.
 Lock the system.
114: Cover opened during job
The printer cover was opened while printing.
Push down on the cover to latch it.
HINTS & TIPS

 Make sure that the ribbon cartridge is installed properly with the cartridge handle even with
the edges of the printer.
 Press down on the cover ridges to make sure that the cover latches completely on both sides.
 All access doors must be closed to process cards. Unlock, open, and close all printer doors to
make sure they are closed completely.
 Lock the system.

116: Magstripe not available
The printer does not have a magnetic stripe option. The card will be canceled.
Remove magnetic stripe data from the card or use a printer that has a magnetic stripe option
installed.
HINTS & TIPS

 Look at the printer configuration label inside the printer component. If the label shows either
“M” or “J”, the system has a magnetic stripe option that is not working. Request service.
 To process the card without magnetic stripe processing, remove the magnetic stripe data
from the card design and send it again.
117: Reader not available
canceled.
Change the card data to match the printer’s options and settings or print to a printer that is
HINTS & TIPS
The printer component does not have a reader option. Remove the reader request from the card
and send it again.
118: Print ribbon type problem
The printer cannot use the ribbon installed. The card will be canceled.
Use ribbon designed for this printer.
HINTS & TIPS

 Purchase ribbon from your dealer or authorized reseller.
 Check the Entrust Datacard website for updated firmware that supports new ribbon types.
72 Troubleshooting
119: Print ribbon not supported
HINTS & TIPS

 Purchase ribbon from your dealer or authorized reseller.
 Check the Entrust Datacard website for updated firmware that supports new ribbon types.
120: User paused the printer
The printer was paused while printing.
To complete the current card press the printer’s USER button.
HINTS & TIPS

 If the user pressed the button for several seconds, the card has been canceled.
 If this message occurs often, ask your system administrator to set the button sensitivity to a
lower value.
121: Print ribbon not identified
Use ribbon designed for this printer.
HINTS & TIPS
Ask your dealer or authorized reseller for a replacement ribbon.

122: Magstripe format problem
The magnetic stripe data sent does not match the format set in the printer. The card will be
canceled.

123: Insert new card side 1 up
1. Insert a new card in the printer with side 1 facing up.
2. If the card is not immediately picked, press the printer’s USER button.
124: Insert same card side 2 up

1. Take the card from the printer.
2. Turn the card over end to end so side 2 is facing up.
3. Insert the card in the printer.
149: Option not installed
canceled.
Change the card data to match the printer’s options and settings, or print to a printer that is

150: Print while unlocked
The printer is unlocked. The card will be canceled.
Make sure that all access doors are closed securely and locked.
151: Failed to lock
An attempt to lock the printer failed. The card will be canceled.
1. Make sure that all access doors are closed securely.

2. Try locking the printer again.
HINTS & TIPS
Make sure that the reject tray is installed properly before locking the printer.
1. Turn a new card over end to end so side 2 is facing up.
74 Troubleshooting
1. Take the card from the printer and turn it over end to end so side 2 is facing up.

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

1. Take the card from the printer and turn it over end to end so side 1 is facing up.
3. If the card is not immediately picked, press the printer’s User button.
172: Insert cleaning card

1. Insert cleaning card.
173: Improper shutdown
Always use the POWER button to power off the printer.
Press and hold the USER button to set the printer to Ready.
HINTS & TIPS
The system was shut down incorrectly or lost power.

245: Configuration error
The configuration is not compatible with the printer model. The Printer cannot print cards until
the configuration issue is corrected. Contact your service provider for assistance.

Embosser Messages
The following messages indicate a condition in the embosser component.
125: Emboss critical error
The embosser has encountered a critical error. The card will be canceled.
1. Press the printer POWER button to power off the system.

2. Request service.
The system must remain powered off.

126: Emboss format error
The emboss data sent does not match the format set in the embosser. The card will be canceled.
HINTS & TIPS

 Make sure that the data sent contains the correct number of characters.
 Ask your system administrator to make sure that all data to be embossed is encrypted.
127: Emboss transport error
The card is not correctly positioned in the embosser.

1. Open the embosser and remove the supply cartridges.
2. Remove any cards found.
3. Replace the cartridges, close and lock the embosser.
128: Embosser card jam
The card path is blocked in the embosser.

3. Replace the cartridges, and then close and lock the embosser.
129: Embosser topper jam
The embosser topping foil is not moving properly.
1. Open the embosser and remove the topping foil cartridge.
2. Reposition, repair, or replace the topping foil.
3. Replace the cartridge, and then close and lock the embosser.
76 Troubleshooting
130: Embosser card entry jam

HINTS & TIPS
Refer to “Embosser Card Jam” on page 61 for more information.

131: Embosser card exit jam
HINTS & TIPS
Refer to “Embosser Card Jam” on page 61 for more information.

132: Embosser card stack full
The embosser output hopper is full or blocked.
Remove cards from the printer output hopper.

133: Embosser card reject full
The embosser reject tray is full.
1. Open the embosser and empty the reject tray.
2. Close and lock the embosser.
HINTS & TIPS
The embosser reject tray holds five cards. Empty it regularly to avoid receiving the message. Refer
to “Empty the Embosser Reject Tray” on page 50.

135: Indent ribbon supplies out
The embosser does not have usable indent ribbon.
1. Open the embosser and remove the indent ribbon cartridge.
2. Install a new indent ribbon.
HINTS & TIPS
Refer to “Load the Indent Ribbon Cartridge” on page 33 for more information.
136: Indent ribbon break
The embosser indent ribbon is not moving properly.

HINTS & TIPS
Refer to “Load the Indent Ribbon Cartridge” on page 33 or “Repair Broken Indent Ribbon or
Topping Foil” on page 62.
137: Embosser wheel error
138: Embosser indent error
The embosser indent ribbon is not moving properly.
78 Troubleshooting
139: Lost card, open emboss cover
The card is not correctly positioned in the embosser.
140: Embosser not available
The printer and embosser cannot communicate. The card will be canceled.
1. Make sure the data cable from the embosser to the printer is securely plugged in.
2. Press the printer POWER button to power off the printer and embosser.
3. Press the POWER button again to power on the printer and embosser.
141: Close emboss cover
The embosser, printer, or multi-card hopper is open.
142: Emboss cover error
The embosser, printer, or multi-card hopper is open.
143: Topping foil problem
The embosser topping foil is not moving properly. The card will be canceled.

2. Reposition, repair, or replace the topping foil and advance the repaired area one full turn.
HINTS & TIPS
Refer to “Load the Topping Foil Cartridge” on page 35 or “Repair Broken Indent Ribbon or Topping
Foil” on page 62.

144: Topping foil out
The embosser does not have usable topping foil.
2. Install new topping foil.
HINTS & TIPS
Refer to “Load the Topping Foil Cartridge” on page 35 for more information.
145: Topping foil type problem
The embosser cannot use the topping foil installed. The card will be canceled.
Use supplies designed for this printer.

146: Topping foil support err
The embosser cannot use the topping foil installed. The card will be canceled.
Use supplies designed for this printer.

147: Topping foil no tag found
The embosser cannot use the topping foil installed.

2. Install new topping foil.
Driver-Only Message
The following message is issued by the Card Printer Driver if you send a print job to the CE870
instant issuance system using the driver. The Card Printer Driver does not support the CE870
system. The message displays on the PC that sent the card job to the printer. It does not display
on the printer LCD.
518: Unable to print.
The driver does not support the printer you have selected. Contact your authorized service
representative for assistance.
80 Troubleshooting

527260-001H CE870 UserGuide PDF

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

527260-001H CE870 UserGuide PDF

Uploaded by

Copyright:

Available Formats

Datacard® CE870™ Instant Issuance System

Part No. 527260-001, Rev. H

MasterCard is a registered trademark of MasterCard International Incorporated.

Visa is a registered trademark of Visa International Service Association.

Copyright © 2012–2017 Entrust Datacard Corporation.

• Use adequate lighting at the equipment location.

Notice for USA (FCC Notice)

Notice for Canada

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

Notice for Australia

Notice for China (Simplified Chinese)

Notice for Japan

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

California Proposition 65 Compliance

California Lithium Perchlorate Warning

Revision Date Description of Changes

A August 2012 First release of this document

B November 2012 Updates for Card Printer Driver 4.0

C April 2013 Updates for Card Printer Driver 4.1

E February 2015 Added CardWizard information

F May 2015 Added new error message

G November 2015 Updates for new firmware functionality

H January 2017 General updates

Chapter 2: About the System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Chapter 3: Using the System. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Chapter 4: System Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

About this Manual

 How to perform routine maintenance and troubleshooting tasks.

EMEA (Europe, Middle East, Africa) +44 1489555627

Asia Pacific +852 2821 0126

CE870 Instant Issuance System User’s Guide 1

This section describes:

 The CE870 Instant Issuance System

 System Overview on page 4

 System Components on page 5

The CE870 Instant Issuance System

Before you use the system, it must be set up and installed.

Read this manual thoroughly before you begin to use the

Each card program has specific features that are important

An additional Installation and Administrators Guide is available for use by administrators or by

CE870 Instant Issuance System User’s Guide 3

Printer Component (Shown

4 About the System

Printer Component (Top, Front, and Right Side)

Single Hopper Multi-Hopper

Cover Ridges Printer Supplies

Swingarm The swingarm provides access to the printhead and print

Latch Button The latch button releases the swingarm.

Printer The printer component prints full-color images (if the

CE870 Instant Issuance System User’s Guide 5

Printer with Multi-Hopper

Card Hoppers H1 The H1 through H6 hoppers each hold up to 100 cards.

6 About the System

Printer Lock The lock provides secure access to the printer.

Embosser Connection The embosser connection connects the embosser to the

CE870 Instant Issuance System User’s Guide 7

Printer Card Transfer Area

Printer Mounting Lock

8 About the System

Cable Lock Power Connection

CE870 Instant Issuance System User’s Guide 9

Topping Foil Cartridge Reject Tray

10 About the System