User’s Guide

Sigma DS1, DS2, and DS3 Direct to Card Printers

September 2023
528060-001, Rev E
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
Entrust, Sigma and the hexagon design are trademarks, registered trademarks
and/or service marks of the Entrust Corporation in the United States and other
countries.

Datacard is a registered trademark and service mark of Entrust Corporation in

the United States and other countries.

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 Corporation. All
unauthorized use and reproduction is prohibited.

Entrust Corporation
1187 Park Place
Minneapolis, MN 55379
Phone: 952-933-1223
Fax: 952-933-7971
www.entrust.com

© 2020-2023 Entrust Corporation. All rights reserved.

ii
Safety
The following basic safety tips are given to ensure safe installation, operation and maintenance of
Entrust 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.
Safe Human Interface
• Use proper lifting techniques when moving or installing the equipment.
• Use standard electrostatic discharge (ESD) precautions when working on or near electrical
circuits.
• Do not defeat or disconnect safety interlocks on covers.

Warning: To avoid a possible electric shock, always unplug the system before servicing.

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.
California Prop
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.

For more information on this warning, refer to:

www.datacard.com/califpropwarning.

iii
iv
 Revision Log

Revision Date Description of Changes

Beta April 2020 Beta release of this document

A August 2020 First release of this document

B March 2021 Updated document with new printer features.

C September 2022 Updated document with new printer features.

D February 2023 Updated document with new printer features.

E September 2023 Updated document for 3 input/3 output multi-hopper.

v
vi
 Contents
Chapter 1: Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
About this Manual. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Intended Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

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

About the Sigma Card Printers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Printer Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Printer Left Side. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Printer Front and Right Side . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Single-Hopper Printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
The Printer Cover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Printer Back. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Multi-Hopper Printer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
3 Input/3 Output Multi-Hopper Printer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Multi-Hopper Input Cartridge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Multi-Hopper Output Cartridge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Manual Feed Input Hopper . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Inside the Printer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Print Ribbons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Ribbon Cartridge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Prefilled Print Ribbon Cassette. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Optional Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
SLM/CLM Card Lamination Module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Tactile Impression Module (TIM). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Printer Configuration Label . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Multi-Hopper Configuration Label. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Chapter 3: Using the Printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Printer Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Equipment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Tasks and Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Secure Encryption. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Printer Controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Power Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
User Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Down Arrow, Up Arrow, and Enter Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
LCD Panel Icons. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
LCD Panel Menus. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Retrieve the Printer’s Network IP Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Retrieve an IPv4 Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Retrieve an IPv6 Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

vii
 Print a Test Card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Load and Replace Supplies. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Load Cards. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Single-Hopper Printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Use the Exception Slot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Manual Feed Input Hopper Printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Multi-Hopper Printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Use the Multi-Hopper Exception Slide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
3 Input/3 Output Multi-Hopper . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Replace the Print Ribbon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Load the Print Ribbon Cartridge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Install the Prefilled Print Ribbon Cassette . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Use the Printer Dashboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Rewritable Printing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Prepare the Printer to Print Rewritable Cards. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Enable Rewritable Printing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Chapter 4: Print Cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Before You Begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Print Cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Print from ID Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Print from Other Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Chapter 5: System Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Maintain the Printer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Clean the Printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Single-Hopper Printer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Multi-Hopper Printer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Run the Cleaning Card. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Prepare the Printer for Use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Clean the Printhead . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Empty the Reject Tray. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Chapter 6: Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Locate a Problem Within the Card Production System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Locate a Problem with Basic Printer Functions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Installation Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
USB Installation Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Network Installation Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Card Printer Driver Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
The Card Printer Driver does not detect the network-connected printer . . . . . . . . . . . . 65
The Card Printer Driver does not detect the USB-connected printer . . . . . . . . . . . . . . . . 65
Driver status or Windows print queue does not provide expected data . . . . . . . . . . . . . 66
Printer Messages do not display on the PC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

viii
Card Appearance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Something did not print . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Printing includes unexpected data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
The color printing has flaws . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
The printing is too light. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
The printing is too dark . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
The monochrome printing has flaws . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Magnetic Stripe Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Use Advanced Troubleshooting Tools. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Clear a Card Jam . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Repair a Broken Ribbon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Messages and Conditions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Messages on the Printer LCD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Messages from the XPS Card Printer Driver on the PC . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Messages in the Printer Dashboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Other Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Respond to Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Printer Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Close and lock doors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
100: Request not supported. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
101: Job could not complete . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
102: Card not in position . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
103: Printer problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
104: Critical problem. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
105: Magstripe data error. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
106: Magstripe data not found . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
107: Magstripe read data error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
108: Magstripe read no data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
109: Print ribbon problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
110: Print ribbon out or missing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
111: Card not picked . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
112: Card hopper empty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
113: Close cover to continue. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
114: Cover opened during job . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
116: Magstripe not available . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
117: Reader not available . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
118: Print ribbon type problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
119: Print ribbon not supported . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
120: User paused the printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
121: Print ribbon not identified. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
122: Magstripe format problem. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
123: Insert new card side 1 up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
124: Insert same card side 2 up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
149: Option not installed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
150: Print while unlocked . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

ix
 151: Failed to lock . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
152: Insert new card side 2 up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
153: Insert same card side 2 up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
170: Insert new card side 1 up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
171: Insert same card side 1 up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
172: Insert cleaning card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
173: Improper shutdown. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
224: Supply region not valid. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
245: Configuration error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
275: Multi-hopper error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
276: Multi-hopper card jam . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
277: Multi-hopper pick error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
294: Cleaning required. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
295: Settings error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
297: Option tag error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
298: Option tag success . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
299: Image error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
323: Insert cleaning card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
329: Multi-hopper eject error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
343: Unload hopper 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
344: Unload hopper 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
345: Unload hopper 3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Driver-Only Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
500: The printer is not available . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
501: The printer connection was lost. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
502: The card data is missing or is not usable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
504: The card data is missing or is not usable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
505: USB communication issue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
506: A card is currently processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
507: The printer is unlocked . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
508: The printer is shutting down . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
509: The printer is offline or suspended . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
510: The printer is unlocked . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
523: Apply topcoat or overlay to the card.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Driver-Only Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
518: Unable to Print . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
The driver does not support the printer you have selected. Contact your authorized service
representative for assistance.Driver SDK Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
511: Cannot lock or unlock the printer. Locks are not installed. . . . . . . . . . . . . . . . . . 93
512: Cannot lock or unlock the printer. The password is incorrect or invalid. . . . . . . 93
513: Cannot lock or unlock the printer. The printer is busy. . . . . . . . . . . . . . . . . . . . . . 93
514: Cannot lock or unlock the printer. The cover is open. . . . . . . . . . . . . . . . . . . . . . 93
515: Failed to lock or unlock the printer. The locks did not function. . . . . . . . . . . . . . 93
516: Timeout expired before bar code could be read. . . . . . . . . . . . . . . . . . . . . . . . . 94
517: Wrong printer job ID. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

x
 1
Chapter 1: Introduction

About this Manual

This manual provides user information for the Sigma DS1, DS2, and DS3 Card Printers. The
manual includes:
 An overview of printer components and options, and a description of the system label.
 How to use the printer, including how to power the printer on and off, 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.

Intended Audience
The manual is intended for the printer operator who prints cards, loads and replaces supplies,
maintains the printer, and performs troubleshooting.

Technical Support
Use the following to contact Entrust 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

1
2 Introduction
 2
Chapter 2: About the Printer

About the Sigma Card Printers

The card printer applies images, text, and encoded data to plastic cards. It can print full-color and
monochrome images, depending on the type of print ribbon installed.

The printer can be ordered with a variety of options, depending on your site requirements and
your printer model. Options include a magnetic stripe encoder, contact or contactless smart card
reader, locks, and duplex printing.

A 125-card input and 25-card output hopper are standard. A manual input hopper is available on
some models. An optional multi-hopper with six input hoppers or 3 input/3 output hoppers, each
with a 125-card capacity is available for the Sigma DS3 card printer.

In addition, optional upgrade kits allow you to install a Wi-Fi Module and various rear modules to
the printer. An optional laminator also is available for some printer models

The configuration label on the printer shows the options installed. Refer to “Printer Configuration
Label” on page 17 for more information about identifying the factory-installed options on your
card printer.

Sigma DS1, DS2, DS3 Card Printer User’s Guide 3

Printer Components
Use the following sections to become familiar with the printer.

Printer Left Side

Wi-Fi USB Port

Cable Lock
Receptacle

Power
Connection

USB Connection

Data Port

Ethernet
Connection

Wi-Fi USB Port The Wi-Fi port allows you to insert the optional Wi-Fi Module in
the printer.

Cable Lock Receptacle The receptacle allows you to insert the security plate before
attaching the optional cable lock.

Power Connection The power connection provides a plug-in connector for the
printer power supply.

USB-C Connection The USB-C connection allows you to connect the printer
directly to a computer.

Data Port The data port allows you to connect the printer to another
component, such as a laminator.

Ethernet Connection The network connection allows you to connect the printer to an
Ethernet network.

4 About the Printer

Printer Front and Right Side
Single-Hopper Printer

Input Hopper
Release Buttons

Printer Lock

Input Hopper

Exception
Slot

Front Panel

Output Input Reject Tray

Hopper Hopper Lock

LED Light Bar

Input Hopper The input hopper holds cards for printing. The hopper holds up to
125 cards (0.030 in. or 0.762 mm thickness).
The input hopper can be removed from the printer for secure
storage.

Input Hopper Release The release buttons allow you to remove the input hopper from the
Buttons printer. Push in the buttons, squeeze the cartridge, and pull it out
from the printer.

Exception Slot Use the exception slot to insert a single card, such as a different card
type than those loaded in the input hopper.

Front Panel Use the front panel to work with the printer. The LCD panel displays
printer messages and status information. The buttons allow you to
power the printer on and off, and navigate the printer menu system.

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

LED Light Bar The LED light bar blinks to indicate a printer error status. It is a solid
color when the printer is in Ready status.

Sigma DS1, DS2, DS3 Card Printer User’s Guide 5

 Input Hopper Lock The input hopper lock unlocks the input hopper. The lock is present
only in the DS3 printer models.

Reject Tray Unfinished cards or cards not processed properly are placed in the
reject tray. An administrator can change the reject card location to
the output hopper using the Printer Dashboard. Refer to the Printer
Dashboard Help for more information.
Printers without a reject tray always place unfinished cards in the
output hopper.

Printer Lock The printer lock unlocks the printer cover and reject tray. The lock is
present only in the DS3 printer models.

The Printer Cover

Use the cover latch handle to open the printer cover.

Cover Latch
Handle

Printer Cover

Cover Ridges

Printer Cover Open the printer cover to access the printhead and ribbon.

Cover Latch Handle Lift the latch handle to open the printer cover.

Cover Ridges Press down on the ridges when closing the cover to make sure that it
latches completely on both sides.

6 About the Printer

Printer Back
Some printer models can have an additional module mounted to the back of the printer.

Rear Module
Connection Slot

Printer Rear
Exit Slot

Rear Module Data

Connection Port

Rear Module
Connection Slots

Printer Rear Exit Slot The rear exit slot allows the card to move into the rear module
from the printer.

Rear Module Data The electrical connection for the rear module to connect to the
Connection Port printer.

Rear Module The connection slots allow the rear module component to connect
Connection Slots to the printer. Refer to the modules Upgrade Installation
Instructions for complete information about how to install the rear
module.

Sigma DS1, DS2, DS3 Card Printer User’s Guide 7

Multi-Hopper Printer
Input Hoppers 1–6

Hopper Lock
Bars Multi-Hopper
Lock

Lock Bar Release

Button (B1)

Output Cartridge Release

Hopper Buttons

Exception Slide

Input Hoppers 1–6 Each hopper cartridge in the multi-hopper holds up to 125 cards
(0.030 in. or 0.762 mm thickness).
The hopper cartridges can be removed from the printer for secure
storage.

Hopper Lock Bars The lock bars rotate to the left to allow access to the hopper
cartridge doors, so that you can load cards into the cartridges.

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

Multi-Hopper Lock The multi-hopper lock secures all six input hoppers. The lock can be
opened using a key, or by using the Card Printer Driver SDK with your
application. Refer to the Windows XPS Driver Software Development
Kit Programmer’s Reference Guide for more information.
Sending a command to open the lock opens all locks on the printer
and on any attached component.

Lock Bar Release The release button (B1) releases the lock bars in front of the input
Button (B1) hopper cartridges. Slide the button to the left to release the bars.
You must have unlocked the multi-hopper using the key or a
software command before the lock bars can be released.

8 About the Printer

 Cartridge Release The cartridge release buttons allow you to remove the cartridge
Buttons from the multi-hopper unit. Push in the buttons, squeeze the
cartridge, and pull it out from the multi-hopper.
You do not need to remove a hopper cartridge to load cards.

Exception Slide The exception slide allows you to insert a single card into the printer
without unlocking the multi-hopper or opening a hopper cartridge.
Refer to “Use the Multi-Hopper Exception Slide” on page 37.

3 Input/3 Output Multi-Hopper Printer

Printers with a 3 input/3 output multi-hopper is available as an option or an upgrade kit.

Input Hoppers 4–6

H4 H5 H6

H1 H2 H3

Output Hoppers 1–3

Input Hoppers 4–6 The input hoppers have dark gray doors and are installed on the top
row (H4, H5 and H6) of the multi-hopper.

Output Hoppers 1–3 The output hoppers have light gray doors and are installed on the
bottom row (H1, H2 and H3) of the multi-hopper.

Condition “245: Configuration error” on page 89 displays on the printers front panel
when the input/output hoppers are not correctly placed in the multi-hopper.

Sigma DS1, DS2, DS3 Card Printer User’s Guide 9

Multi-Hopper Input Cartridge

The multi-hopper input cartridges can be pulled out from the multi-hopper unit. You can remove
the cartridges with the cards inside and store them securely, if necessary.

Card Weight

Cartridge
Door Label Retainer

Cartridge Door
Release Button

Cartridge Door The door release button allows you to open the cartridge door. Press
Release Button down on the release button.

Cartridge Door The cartridge door swings down to provide access to the cartridge to
load cards.

Card Weight The card weight maintains a downward pressure on the loaded cards
so that they enter the printer properly. Lift the card weight to the
top of the cartridge and gently pull it forward until it locks in
position. A diagram inside the cartridge shows how to position the
card weight and load cards.
Note: Do not place the cards on top of the card weight.

Label Retainer The label retainer allows you to insert a paper label inside the
cartridge door. Use a label to identify the cartridge number or the
type of cards loaded in each cartridge. Use a flathead screwdriver to
open the label retainer door.

10 About the Printer

Multi-Hopper Output Cartridge

The output cartridges must be installed on the bottom row (H1, H2 and H3) on multi-hoppers
configured with 3 input/3 output multi-hopper cartridges.

Card input and card output cartridges are not interchangeable. Always install card
input cartridges on the top row and card output cartridges on the bottom row of the
multi-hopper.
Output cartridges have a light gray door that matches the color of the door release
button. Inside the cartridge, input cartridges have a card weight while output
cartridges do not have a card weight.

Card Lifter
Cartridge
Door

Cartridge Door
Release Button

Cartridge Door The door release button allows you to open the cartridge door. Press
Release Button down on the release button.

Cartridge Door The cartridge door swings down to provide access to the cartridge to
remove cards.

Card Lifter The card lifter raises the card stack when the door is opened.

Sigma DS1, DS2, DS3 Card Printer User’s Guide 11

Manual Feed Input Hopper
Printers with a manual feed input hopper require cards to be loaded individually by the user.

Manual Input Slot

Manual Input Slot Load a card into manual input slot on the when prompted by a
message on the LCD panel. Refer to “Manual Feed Input Hopper
Printer” on page 35.

12 About the Printer

Inside the Printer

Printhead

Manual Advance
Ribbon Cartridge Knob
Handle

Ribbon Cartridge
or Cassette

Printhead The printhead transfer the card images to the card using the print
ribbon.

Manual Advance The knob moves a card in the track to clear a card jam.
Knob

Ribbon Cartridge Lift up the handle on the ribbon cartridge or cassette to remove it
Handle from the printer.

Ribbon Cartridge or The ribbon cartridge or cassette holds the print ribbon and cleaning
Cassette roller.

Sigma DS1, DS2, DS3 Card Printer User’s Guide 13

Print Ribbons
Depending on the printer model, the print ribbon is available as a replaceable roll that is loaded
on the ribbon cartridge, or as part of a prefilled print ribbon cassette.
Ribbon Cartridge

The ribbon cartridge holds a roll of ribbon that you can replace when it runs out. The cartridge
also holds a cleaning roller that is replaced with each ribbon change. Refer to “Load the Print
Ribbon Cartridge” on page 39.

Ribbon Cartridge Ribbon Cartridge

Handle

Cleaning Roller
Retainer

Print Ribbon
Cleaning
Roller

Ribbon Cartridge The ribbon cartridge holds a replaceable print ribbon.

Print Ribbon The print ribbon is used to apply images to the card.

Cleaning Roller The replaceable cleaning roller removes dust and other particles
from the cards as they move into the printer.

Cleaning Roller Pull up on the retainer to load the cleaning roller on the print ribbon
Retainer cartridge. Release the retainer to secure the roller in position.

Ribbon Cartridge Use the handle to remove the ribbon cartridge from the printer.
Handle

14 About the Printer

Prefilled Print Ribbon Cassette

The prefilled print ribbon cassette is an all-in-one, one-time-use print ribbon, cleaning roller, and
ribbon cartridge.

Ribbon Cassette Print Ribbon

Handle

Ribbon Cassette

Cleaning
Roller

Print Ribbon The print ribbon is used to apply images to the card.

Ribbon Cassette Use the handle to remove the cassette from the printer.
Handle

Cleaning Roller The cleaning roller removes dust and other particles from the cards
as they move into the printer. The cleaning roller is pre-installed on
the cassette.

Ribbon Cassette The ribbon cassette is shipped in a closed position and must be
extended to its fully open position before installing it in the printer.
Refer to “Install the Prefilled Print Ribbon Cassette” on page 40.

Sigma DS1, DS2, DS3 Card Printer User’s Guide 15

Optional Components
SLM/CLM Card Lamination Module
The SLM or CLM lamination module can be added to the Sigma card printer to add card
lamination and add durability to the printed card. Refer to the SLM/CLM Card Lamination Module
User’s Guide for more information.

SLM/CLM Card Card Printer with

Lamination Module SLM/CLM Card
Lamination Module

Tactile Impression Module (TIM)

The TIM impression module can be added to the DS3 printer to add indenting to the card design.
Refer to the Tactile Impression Module (TIM) User’s Guide for more information.

Tactile Impression Card Printer with

Module (TIM) Tactile Impression
Module (TIM)

16 About the Printer

Printer Configuration Label
The printer configuration label on the side of the cover
swingarm shows the components installed. It provides
information that is useful when requesting service. Configuration
Label
The label shows the following information:
 Printer model and serial number
 Configuration, which includes options installed in the
printer
 Date and country of assembly

Additional labels may be attached to the printer to indicate

components installed after the printer was manufactured.

Sigma DS1, DS2, DS3 Card Printer User’s Guide 17

 Option Configuration Code

Printer Model Features H0,H00=No Hopper (Multi-Hopper Ready)

H1,H2,H3=DS Series with 125-Card Input Hopper with additional
features
H17=DS1 with Manual Feed Input Hopper

Main Board Ex=Main Board option, where x indicates your printer model.

Duplex D0=Simplex, Duplex Upgrade Ready

D1=Duplex
D2=Duplex Only
blank=Simplex

Magnetic Stripe M1=ISO

M2=JIS
blank=No Magnetic Stripe Option

Smart Card Sx=Smart Card option, where x indicates the type of smart card
reader installed in the printer (refer to the printer’s Installation
and Administrator’s Guide for a list of smart card readers
supported by the printer and their option codes)
blank=No Smart Card option

Rear Modularity R1=Rear Modularity

blank=No Modularity

Printing P2=Japan Region Printhead

blank=300 DPI Printhead

Locks L1=Locks
L2=Mechanical Lock
blank=No Locks

Covers Cx=Covers option, where x indicates your printer model.

18 About the Printer

Multi-Hopper Configuration Label
If the printer is equipped with an optional multi-hopper, the multi-hopper component has a
separate configuration label. This configuration label is located on the back of the component. A
second multi-hopper configuration label is located in the hopper receiver of the H2 cartridge.
Remove the H2 cartridge to view the label.

Multi-Hopper Back Multi-Hopper Front

Configuration Label

Sigma DS1, DS2, DS3 Card Printer User’s Guide 19

 The label shows the following information:
 Model name and serial number of the multi-hopper
 Configuration code
 Date and country of assembly

Option Configuration Code

Hopper Cassette Type C1=6 125-Card Removable Input Hoppers

C2=3 Input/3 Output 125-Card Removable Hoppers

Printer Type N2 = DS3, DS4

Locks L1=Multi-Hopper Lock

blank=No lock

20 About the Printer

 3
Chapter 3: Using the Printer

This chapter describes how to perform the basic tasks required to

operate the printer.

Printer Overview
The Card Printer is used with other equipment and software to create a card personalization
system. The system produces cards for a specific purpose, and the cards must meet defined
requirements.

Equipment
The system can include:
 A PC, with software to support the printer, such as:
 The XPS Card Printer Driver for Windows.
 ID software designed specifically to capture, format, and save the data for cards, such as
Entrust Instant ID™ (formerly TruCredential™) Suite Software.
 A retail application, such as Microsoft Word.
 Capture devices (optional), such as:
 A digital camera connected to the PC to take photos.
 A signature capture pad, fingerprint reader, or PIN pad.
 The printer with supplies and a facility power source.

 A data connection between the printer and PC. The connection can be via USB, network,
Wi-Fi (if installed), or a Cloud connection.

Sigma DS1, DS2, DS3 Card Printer User’s Guide 21

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

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

The printer uses TLS encryption for maximum security. Refer to the printer’s Installation and
Administrator’s Guide for complete information about using secure printing.

22 Using the Printer

Printer Controls
The front panel of the printer provides the controls you use to operate the printer. The front
panel controls are described in detail in the following sections.

Power Up Arrow
Button
Enter
User Button
Down Arrow

LCD Panel

Power Button
Press the POWER button for 1 to 2 seconds to power on the printer. The printer LCD displays
Initializing while the printer performs system checks and powers on.

To power off the printer, press the POWER button for 1 to 2 seconds until the printer begins to shut
down.

To power off the printer while processing cards, press the button for 2 or more seconds. Card jobs
in the printer do not complete.

Do not unplug the printer power cord to power off the printer.

User Button
Press the USER button for 1 to 2 seconds to suspend the printer or to cancel a print job. Press the
USER button to resume/restart a print job.

Down Arrow, Up Arrow, and Enter Key

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

Press the up or down arrow key while the LCD panel displays Ready to display additional
information about the printer on line 3, including the printer serial number, IP address, supply
part numbers, and firmware version. If the system includes optional components, information
about those options also displays. If you do not press a key for 30 seconds, the LCD panel returns
to the default Ready message.

 If multiple connection types are present, (for example, USB, IPv4, Wi-Fi), only
the first connection address displays.
 To see the IPv6 addresses available to the printer, you must use the LCD Status
menu. Refer to “Retrieve an IPv6 Address” on page 30.

Sigma DS1, DS2, DS3 Card Printer User’s Guide 23

 When you use the arrow keys to view the printer IP address, the LCD panel also displays a QR
code. Scan the QR code from a mobile device to start the Printer Dashboard to see additional
printer information and work with the printer.

To successfully scan the QR code on the IP address panel requires a camera with a
resolution of 5 megapixels or higher.

LCD Panel Icons

The LCD panel displays icons to indicate the status of the printer.

Icon Description

WiFi is enabled and connected.

WiFi module is installed, but not connected.

Cloud connection is active.

Cloud is enabled but not connected.

There is an issue with the card supply. Additional information displays on

line 3 of the LCD panel. The LED light bar blinks.
Refer to “Printer Messages” on page 79 for a list of LCD messages that
correspond to card issues.
The cards icon displays on the LCD panel with the message “Cleaning
Needed” when the printer has reached the preset card count to request
cleaning. Run a cleaning card to reset the card count. The cards icon no
longer displays on the LCD panel when the cleaning card procedure is
complete. Refer to “Clean the Printer” on page 50.

The printer is unlocked. The LED light bar blinks.

There is an issue with the print ribbon. Additional information displays on

line 3 of the LCD panel. The LED light bar blinks.
Refer to “Printer Messages” on page 79 for a list of LCD messages that
correspond to print ribbon issues.

24 Using the Printer

 Icon Description

Rewrite is enabled.

OpenCard is enabled.

Sigma DS1, DS2, DS3 Card Printer User’s Guide 25

LCD Panel Menus
The LCD panel shows the printer’s menu system and displays printer messages or conditions.

For a list of error messages and recovery information, refer to “Printer Messages” on page 79.

26 Using the Printer

 When the printer is in the Ready status, the LCD displays the name of the printer.

Press the USER button to suspend the printer. Then, press ENTER to enter the menu system. Use
the arrow keys to move through the menus, and press 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 a
printer with locks.
 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 or disable the printer for transport.

The Activate menu is used only for systems that may require deactivation for
transport or reactivation following service.

HINTS & TIPS

 You can access the menu system when Ready displays on line 1 of the LCD panel.
 The printer returns to the Ready status after 2 minutes of no activity. Changes that have not
been applied are lost.
 To leave a selection without changing the value, press the up or down arrow key until Exit
displays, and then press ENTER.

Sigma DS1, DS2, DS3 Card Printer User’s Guide 27

Retrieve the Printer’s Network IP Address
You need the printer IP address to perform some tasks. For example, the XPS Card Printer Driver
asks you to enter the network IP address during installation. You also can launch the Printer
Dashboard by entering the printer IP address in 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 23.
 Use the LCD menu system Status menu.

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

The printer supports both IPv4 and IPv6 addressing. Because an IPv6 address is much longer than
an IPv4 address, the LCD displays the two types of addresses differently.

Retrieve an IPv4 Address

Do the following to display an IPv4 address using the Status menu. You also can display the
subnet mask, gateway address, and MAC address, if necessary.

1. Begin with the printer in Ready status. Press the USER

button.

2. Suspended displays on line 1 of the LCD panel. Press ENTER

to enter the menu system.

3. Access the Status menu in the LCD menu system:

a. Press the down arrow to display Status on line 3.

b. Press ENTER to enter the Status menu.

28 Using the Printer

 c. Press the down arrow until Network IPv4 displays on
line 3.

d. Press ENTER to display the Network IPv4 menu.

4. Press the down arrow to display IP Address on line 3.

5. Press ENTER to display the IP address. Record the IP address.

6. Press the down arrow to display the Subnet Mask on line 3.

Record it, if necessary.

7. Press the down arrow to display the Gateway Address on

line 3. Record it, if necessary.

Press the down arrow again to display the MAC address of

the printer.

8. Press the down arrow until Exit displays on line 3 and then press ENTER.
9. Press the USER button to return the printer to Ready.

Sigma DS1, DS2, DS3 Card Printer User’s Guide 29

Retrieve an IPv6 Address
A printer on an IPv6 network can be configured to use one or more of the following methods,
depending on how the network is set up:
 Link Local IPv6 address: The printer and PC clients are restricted to the same subnet. Link
local is enabled automatically when IPv6 is enabled and offers the best security for your
network.
 DHCPv6: A DHCPv6 server is externally configured to give out an IPv6 address.
 Stateless Address AutoConfiguration (SLAAC): One or more routers with IPv6 enabled on the
subnet give out a subnet prefix that allows access to IP addresses.
 Manual IPv6 Address: The printer has a designated IPv6 address on a specified subnet. The
address does not change without manual intervention. This is similar to an IPv4 static IP
address.

The method used can be enabled or disabled using the LCD Configuration menu or the Printer
Dashboard. Refer to the Printer Dashboard Help for more information about enabling IPv6.

To display an IPv6 address using the Status menu, do the following.

1. Begin with the printer in Ready status. Press the USER

button.

2. Suspended displays on line 1 of the LCD panel. Press ENTER

to enter the menu system.

3. Access the Status menu in the LCD menu system:

a. Press the down arrow to display Status on line 3.

b. Press ENTER to enter the Status menu.

30 Using the Printer

 c. Press the down arrow until Network IPv6 displays on
line 3.

d. Press ENTER to display the Network IPv6 menu.

4. Press the down arrow until the address method used by

your network displays on line 3.
 DHCP
 SLAAC

 Manual
 Local

Press ENTER to display the IP address.

The following example shows the LCD display for an IPv6 Manual address. DHCP,
SLAAC, and Local addresses behave the same, as does the gateway address for a
manual address.

An IPv6 address is represented as eight groups of four

hexadecimal digits separated by colons. The address
requires 39 characters to display. Because the LCD displays
a limited number of characters per line, the IPv6 address is
spread across three screens of the LCD panel. You can
press either the down arrow or the ENTER key to display the
next section of the address. A digit at the end of line 1
indicates which section of the address is being displayed.

Sigma DS1, DS2, DS3 Card Printer User’s Guide 31

 A stateless (SLAAC) configuration (if enabled) can have multiple values depending
on the router setup. The LCD displays up to four SLAAC addresses. An additional
digit in line 1 indicates which address is being displayed.

5. Record the address.

6. Press the down arrow until Exit displays on line 3.

7. Press ENTER. Then, press the USER button to return the printer to Ready.

32 Using the Printer

Print a Test Card
The printer includes a one-sided test card that prints without using a driver or other source of
card data. Use it to verify that the printer is printing correctly. Make sure that cards are in the
input hopper and all supplies are loaded before you begin. Refer to “Load and Replace Supplies”
on page 34 for complete information. You can print more advanced test cards from the Printer
Dashboard.

The test card procedure also supports rewritable printing, when enabled.

1. Begin with the printer in Ready status. Press the USER

button.

2. Suspended displays on line 1 of the LCD panel. Press ENTER

to enter the menu system.

3. Maintenance displays on line 3. Press ENTER to enter the

Maintenance menu.

4. Cleaning Card displays on line 3. Press the down arrow to

display Test Card on line 3.

5. Press ENTER.

6. With Test Card displayed on line 2, press ENTER to display

Start on line 3.

7. Press ENTER to print the test card.

After the card prints, the printer returns to Ready.

Sigma DS1, DS2, DS3 Card Printer User’s Guide 33

Load and Replace Supplies
To prepare the printer to print cards, load blank card stock into the input hopper, and load the
print ribbon into the printer.

Load Cards
If you plan to insert cards through the exception slot, make sure that blank cards are available
near the printer.
 Handle cards by the edges only, or wear approved card inspection gloves.
 Cards can stick together. Slide or fan the cards to separate the edges before placing them in
the input hopper.
 Insert ISO magnetic stripe cards with the stripe (back side) facing down and to the right.
 Insert smart cards with the smart card chip facing up and toward the back of the hopper.

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

Single-Hopper Printer
1. Pull up on the latch to open the input hopper
door. If your printer has locks, unlock the
hopper lock to open the input hopper.

2. Load the cards into the input hopper. The

hopper can hold up to 125 cards.

3. Close and lock the input hopper.

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 card into the printer

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.

34 Using the Printer

Manual Feed Input Hopper Printer

Printers equipped with a manual feed input hopper require cards to be loaded individually when
requested. Condition 170 will display on the front panel when a print job is requesting a card to
be loaded.

1. Hold the card by the edges and slide the card into the manual input slot.

2. Push the card all the way into the manual input slot until it is picked.

Multi-Hopper Printer
1. Unlock the multi-hopper lock.

2. Slide the lock bar release button (B1) to

the left to release the hopper lock bars.
3
3. Rotate a lock bar to the left to provide 1
access to the multi-hopper input
cartridge that you want to load.
2

Sigma DS1, DS2, DS3 Card Printer User’s Guide 35

 4. Press the cartridge release button at the
top of the cartridge and open the
cartridge door. 5

5. Lift the card weight to the top of the 4

cartridge and gently pull it forward until
6
it locks in position.

6. Load the cards into the input hopper

cartridge. Handle the cards by the edges
only, or wear approved card inspection
gloves.

 The diagrams inside the cartridge show how to

position the card weight and load cards. Do not place Card
the cards on top of the card weight. Weight

 You do not need to remove the cartridge from the

multi-hopper to load cards.
Cards

7. Close the cartridge door. This releases the card weight so that it is lowered on top of the
cards.

8. Follow step 3 through step 7 to load cards into each input hopper cartridge.

9. Rotate all the lock bars back into position.

10. Slide the lock bar release button to the right to lock the lock bars into place.

11. Lock the multi-hopper.

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

36 Using the Printer

Use the Multi-Hopper Exception Slide

Use the exception slide to insert a single card into the printer without unlocking the multi-hopper
or opening a hopper cartridge.

1. Pull the exception slide out from the multi-

hopper.

2. Insert the card into the exception slide tray.

3. Push the exception slide back into the multi-

hopper.

The card is pulled into the printer to complete

the job.

Sigma DS1, DS2, DS3 Card Printer User’s Guide 37

3 Input/3 Output Multi-Hopper

A multi-hopper configured with three input and three output cartridges allows the bottom row of
cartridges to be used for card output. Cartridges H4, H5, and H6 (top row) are used for card input
while cartridges H1, H2, and H3 (bottom row) are used for card output.

Card input and card output cartridges are not interchangeable. Always install card
input cartridges on the top row and card output cartridges on the bottom row of the
multi-hopper.
Output cartridges have a light gray door that matches the color of the door release
button. Inside the cartridge, input cartridges have a card weight while output
cartridges do not have a card weight.

Input Hopper
H4 - H6
Card
Weight
H4 H5 H6

Output Hopper
H1 - H3 H1 H2 H3

38 Using the Printer

Replace the Print Ribbon
Depending on the printer model, the print ribbon is available as a replaceable roll that you install
on the print ribbon cartridge, or a prefilled print ribbon cassette.
Load the Print Ribbon Cartridge
1. Open the printer cover and remove the print ribbon
cartridge.

2. Remove the used ribbon spools and cleaning roller from

the ribbon cartridge. Discard the used supplies.

3. Load the print ribbon.

a. Load a full roll of print ribbon (the

purple spool) onto the purple spindle
closest to the cartridge handle until it
clicks into place.

b. Place the silver take-up spool on the

silver take-up spindle until it clicks into
place. Protective
Wrapper
c. Wind the take-up spool
counterclockwise one full turn.

4. Lift the cleaning retainer and load the cleaning roller on the ribbon cartridge.
5. Remove the protective wrapper from the cleaning roller.

Load a new cleaning roller with each new roll of print ribbon. Replace it between
ribbon changes if you notice debris on the printed cards, or if the cleaning roller is
no longer sticky.

Sigma DS1, DS2, DS3 Card Printer User’s Guide 39

 6. Install the print ribbon cartridge in the printer.

a. Hold the ribbon cartridge by the handle and lower it

into the printer with the handle toward the front of
the printer.

b. Position the ribbon cartridge in the guides.

7. Close the printer cover. Press down on the ridges on the

front of the cover to make sure that it latches completely.

Install the Prefilled Print Ribbon Cassette

The prefilled print ribbon cassette is an all-in-one, one-time-use print ribbon, cleaning roller, and
ribbon cartridge.

1. Open the printer cover and remove the used print ribbon
cassette.

Discard the used cassette.

2. Open the cassette package and remove the print ribbon

cassette.
The cassette is shipped in a closed position.

40 Using the Printer

 3. Extend the cassette to its fully open position.

Pull out the front of the cassette until it clicks.

4. Remove the protective wrapper from the cleaning

roller.

Protective
Wrapper
5. Install the cassette in the printer.

a. Hold the ribbon cassette by the handle and lower it

into the printer with the handle toward the front of
the printer.

b. Position the ribbon cassette in the guides.

6. Close the printer cover. Press down on the ridges on the

front of the cover to make sure that is latches completely.

Sigma DS1, DS2, DS3 Card Printer User’s Guide 41

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

 Scan the QR code on the printer front panel with a mobile device when the printer IP address
is displayed (refer to “Down Arrow, Up Arrow, and Enter Key” on page 23 for more
information).
 Double-click the Printer Dashboard icon on the computer desktop. The Printer Dashboard
icon is placed on the desktop when you use the QuickInstaller or installing the XPS Card
Printer Driver (refer to the XPS Card Printer Driver User’s Guide for more information).

The system administrator sets up accounts for users who can access the Printer Dashboard.

Do the following to sign into the Printer Dashboard:

1. Display the Printer Dashboard sign in window.

2. Enter your user ID and password.

3. Click Sign In.

Refer to the Printer Dashboard Help for information about how to use the dashboard.

42 Using the Printer

Rewritable Printing
Optional rewritable printing is available on some printer models. Rewritable cards and printer
setup are required for rewritable printing.

Prepare the Printer to Print Rewritable Cards

The printer must be configured for rewritable card printing and the print ribbon removed
from the ribbon cartridge to print on rewritable cards.

1. Open the printer cover and remove the print ribbon cartridge.

2. Remove the print ribbon from the cartridge and set it aside.

3. Make sure that the cleaning roller with the replaceable cleaning sleeve is installed.

4. Return the print ribbon cartridge to the printer.

5. Close the printer cover. Press down on the ridges on the front of the cover to make sure that
it latches properly on both sides.

6. Have rewritable cards available to insert into the printer.

Enable Rewritable Printing

Enable rewritable printing from the printer’s front panel.

1. Begin with the printer in Ready status. Press the User

button.

2. Suspended displays on line 1 of the LCD panel. Press Enter

to enter the menu system.

3. Maintenance displays on line 3. Press the down arrow until

Configuration displays on line 3.

4. Press Enter to enter the Configuration menu.

5. Network IPv4 displays on line 3. Press the down arrow until

Rewrite Enable displays on line 3.

6. Press Enter to enter the Rewrite Enable menu.

Sigma DS1, DS2, DS3 Card Printer User’s Guide 43

 7. Disable displays on line 3. Press the down arrow until
Enable displays on line 3.

8. Press Enter to enable rewritable printing.

9. Press the User button repeatedly to exit the menu system.

10. Press the power button to power off and power on the
printer. The rewrite Icon will display on the LCD panel.

Specify rewritable card settings in the card printer driver when using the driver.
For complete information about setting up the card printer driver to print rewritable
cards, refer to the XPS Card Printer Driver User’s Guide.

44 Using the Printer

 4
Chapter 4: Print Cards

This chapter provides an overview of how to use application software to

prepare card designs and send card data to the printer.

Before You Begin

Before you start to print cards, make sure that you have met the following requirements:
 Cards are loaded in the printer or available to insert (refer to “Load Cards” on page 34).

 Ribbon is loaded in the printer (refer to “Replace the Print Ribbon” on page 39).

Ribbon is not required for rewritable card printing.

If your system includes the optional laminator, refer to the CLM Laminator User’s Guide for
information about preparing the laminator.
 The card design is set up. If you need to set up or modify the design, refer to “Elements of
Card Design” in the printer’s Installation and Administrator’s Guide, and the documentation
for your card personalization software.

You can use card personalization software, such as Instant ID (formally TruCredential) software, to
create and print card designs. The software handles the types of information used on cards and
sends it to the printer. If you do not use ID software, you can use a retail PC application, such as
Microsoft Word, with the XPS Card Printer Driver, to design and print the cards. With any
application, make sure that you test each card design to verify that it is printing correctly and
meets your requirements.

You also can:

 Print a test card directly from the printer. Refer to “Print a Test Card” on page 33.
 Print a test card from the Printer Dashboard. Refer to the Printer Dashboard Help for
complete information.
 Print a driver sample card. Refer to “Print a Driver Sample Card” in the XPS Card Printer Driver
User’s Guide.

Sigma DS1, DS2, DS3 Card Printer User’s Guide 45

Print Cards
Make sure that cards are loaded in the printer or available to insert when prompted.

Print from ID Software

1. Select the template or design for the card.

2. Select the printer, if you use more than one printer.

3. Enter the data for the card. Follow the instructions for your software.

4. Capture the photo for the card, if necessary.

5. Click the Print button to send the card to the printer.

6. At the printer, insert a card into the printer, if necessary.

Print from Other Software

The following example illustrates how you can use Microsoft Word with the Card Printer Driver to
design and print a card. Refer to the XPS Card Printer Driver User’s Guide for complete
information about how to set up the Card Printer Driver to print a card from the application.

1. Open Microsoft Word and select File > Print.

2. Select the card printer as the current printer.

46 Print Cards
 3. Click Page Setup and select ISO ID-1 (85.60 x 53.98 mm) as the paper size, or set the paper
size to 2.13 x 3.38 in.

4. Set the margins to 0 (zero).

5. Select an orientation—either Portrait or Landscape.

Sigma DS1, DS2, DS3 Card Printer User’s Guide 47

 6. Create the card design:

a. Add graphics, such as a company logo or background.

b. Add a photo.

c. Add text information, such as name, address, or employee number.

For information about additional card features, refer to “Elements of Card Design” in your
printer’s Installation and Administrator’s Guide.

7. Click Print to send the card to the printer.

8. At the printer, insert a card into the printer, if necessary.

48 Print Cards
 5
Chapter 5: System
Maintenance

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

Maintain the Printer

The printer performs best when it is cleaned on a regular basis. Follow the recommended
cleaning guidelines to keep the printer in good working condition.

Clean the printer when:

 There is debris on completed cards.
 New print ribbon is installed.

You can perform the following cleaning tasks:

 Clean the Printer on page 50
 Clean the Printhead on page 55
 Empty the Reject Tray on page 57

Sigma DS1, DS2, DS3 Card Printer User’s Guide 49

Clean the Printer
The cleaning roller removes dust and particles from cards before they enter the printer. However,
you also need to clean the inside of the printer regularly to maintain print quality. The cleaning
card removes debris from the inside of the printer and from the transport rollers.

Run a cleaning card and replace the cleaning roller each time you change the print ribbon, or
after every 500 cards processed by the printer, whichever comes first. Additional cleaning may be
required if print quality diminishes, or more often depending on your environment. Refer to
“Replace the Print Ribbon” on page 39 for details on loading the cleaning roller.

The Printer Dashboard displays a count of the number of

cards that can be run before the printer should be cleaned.
An administrator can change the maximum number of cards
printed before cleaning using the Printer Dashboard. The
message “Cleaning Needed” and the cards icon displays on
the LCD panel when the printer has reached the preset card
count to request cleaning. Refer to the Printer Dashboard
Help for more information.

Message “294: Cleaning required” may display on the front panel when a card is printed
after the maximum number of cards before required cleaning has been reached. The
administrator can change if the 294 message displays on the front panel in Printer
Dashboard using the ReportErrOnCleaningCardRequired setting.

The following procedures describe how to clean the printer using the LCD panel. You also can
select to start the cleaning process from the Printer Dashboard.

Single-Hopper Printer
1. Unlock the printer and input hopper locks, if present.
2. Open the printer cover and remove the print ribbon
cartridge or cassette. Close the cover.

50 System Maintenance
 3. Open the input hopper cover and remove any
unprinted cards. Handle the cards by the edges
only, or wear approved card inspection gloves.

4. Load the cleaning card into the input hopper.

5. Close and lock the input hopper.

6. Continue with “Run the Cleaning Card”.

Multi-Hopper Printer
1. Unlock the printer and open the printer cover.

2. Remove the print ribbon, close the cover, and lock the printer.

3. Pull out the multi-hopper exception slide and

insert the cleaning card.

4. Push in the exception slide.

5. Continue with “Run the Cleaning Card”.

Sigma DS1, DS2, DS3 Card Printer User’s Guide 51

Run the Cleaning Card
Use the LCD menu system to start the cleaning cycle.

1. Begin when the printer displays Ready. Press the USER

button.

2. Suspended displays on line 1 of the LCD panel. Press ENTER

to enter the menu system.

3. Maintenance displays on line 3 of the LCD panel. Press

ENTER to enter the Maintenance menu.

4. Cleaning Card displays on line 3 of the LCD panel. Press

ENTER to enter the Cleaning Card menu.

5. Start displays on line 3 of the LCD panel. Press ENTER to

start the cleaning process.

6. Press ENTER three times to step though the additional

prompts on printers without locks.

These additional prompts display on printers

without locks only.

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

USER button to start the cleaning cycle.

52 System Maintenance
 8. Press ENTER three times to step though the additional
prompts on printers without locks.

These additional prompts display on printers

without locks only.

The printer moves the card through the printer several

times to clean the card track and transport rollers.

When the cleaning cycle completes:

 If the printer does not have locks, the cleaning card is ejected into the output hopper.
Remove and discard the cleaning card.
 If the printer has locks, the cleaning card is placed in the printer reject tray.

When you clean a system with an attached component, the cleaning card moves
into the component to complete the cleaning cycle. Refer to the user
documentation for each component for complete information.

9. Remove the used cleaning card.

10. Continue with “Prepare the Printer for Use” on page 54.

Sigma DS1, DS2, DS3 Card Printer User’s Guide 53

Prepare the Printer for Use
1. Unlock the printer locks.

2. Replace the cards in the input hopper of a single-hopper printer and close and lock the
hopper.

3. Install a new print ribbon and cleaning roller on the ribbon cartridge (refer to “Load the Print
Ribbon Cartridge” on page 39), Or, prepare the ink ribbon cassette (refer to “Install the
Prefilled Print Ribbon Cassette” on page 40).

Do not install print ribbon when rewritable printing is enabled.

4. Load the print ribbon into the printer.

5. Close the printer cover. Press down on the ridges on the front of the cover to latch it
completely.

6. Lock the printer.

7. Discard the used cleaning card and cleaning roller.

54 System Maintenance
Clean the Printhead
The printhead does not require routine cleaning, however debris can get stuck on the printhead
edge and cause horizontal lines in the printed image.

Use the a cleaning swab to clean the printhead.

Cleaning swab

Clean the edge of the printhead in the following situations:

 There are unprinted lines on the finished card. This usually indicates dirt or contaminants on
the printhead.
 The printhead is touched accidentally. Oils from hands can affect print quality and damage
the printhead.
 A ribbon break caused part of the ribbon to stick to the printhead or printhead cover.
 The printhead has been replaced.

Do the following to clean the edge of the printhead:

1. Power off the printer.

2. Unlock the printer and open the printer cover.

3. Open and remove a cleaning swab from its package.

4. Retract the printhead protective cover using side handles. Hold in the retracted position
while cleaning.

Printhead
Side handle edge

Sigma DS1, DS2, DS3 Card Printer User’s Guide 55

 Edge of the
printhead

Apply pressure
behind swab

5. Hold the swab vertically and scrub the printhead edge back and forth from end to end while
using your thumb to apply pressure. Scrub back and forth quickly for at least 10 seconds.

6. Close the printer cover. Press down on the ridges on the front of the cover to make sure that
it latches completely on both sides.

7. Power on the printer.

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

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 you clean the printhead.

56 System Maintenance
Empty the Reject Tray
The printer places rejected cards (unfinished cards or cards that were not processed properly) in
the reject tray.

An administrator can change the reject card location to the output hopper using the
Printer Dashboard.
Printers without a reject tray eject the card into the output hopper.

Do the following to remove cards from the reject

tray.

1. Unlock the printer and pull out the reject tray.

You must unlock the printer to pull out

the reject tray.

2. Remove the cards from the tray.

3. Close the tray and lock the printer.

Sigma DS1, DS2, DS3 Card Printer User’s Guide 57

58 System Maintenance
 6
Chapter 6: Troubleshooting

This chapter provides information to help you respond to card printer

messages. It also explains how to clear card jams and how to recover
from other errors.

This section helps you identify and fix basic issues that can occur during printing. Also refer to the
XPS Card Printer Driver User’s Guide or OpenCard manual 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 60
 Locate a Problem with Basic Printer Functions on page 61

This section also describes troubleshooting for the following:

 Installation Problems on page 62
 Card Printer Driver Problems on page 64
 Card Appearance on page 67

 Magnetic Stripe Problems on page 73

 Clear a Card Jam on page 75
 Repair a Broken Ribbon on page 76
 Messages and Conditions on page 76

Sigma DS1, DS2, DS3 Card Printer User’s Guide 59

Locate a Problem Within the Card Production
System
For typical components of the system, refer to “Printer Overview” on page 21. If any one of the
following components does not work properly, printing cards can be affected.
 The XPS Card Printer Driver

If you need to reinstall the Card Printer Driver, you can download the latest version from the
Entrust website.
 Card production software

Card production software formats the types of data used to print cards. Make sure that the
card production software features you use work with your printer.
If you do not use card production software, make sure that the software you use supports
the requirements for creating cards. If you use magnetic stripe data, use an application that
saves text as text and not as a graphic. (For example, Microsoft Paint only saves graphic data,
while Adobe Photoshop saves both graphic and text data.) Fonts and escapes require that
text is sent from the application as text.
 Printer plug-in

Card production software might require a printer plug-in, which makes the data in the card
production software available in the form the Card Printer Driver can use.
 Other components of the system

An ID or badge system usually includes a camera to take photos, and may include other
capture devices for biometric data. The proper use and maintenance of these components is
important to the quality of cards you produce.

60 Troubleshooting
Locate a Problem with Basic Printer Functions
If the system is not working as expected, follow these steps in the order listed to isolate the
source of the problem before you contact your service provider.

1. Make sure that the power cord is plugged in and the printer is powered on.

2. Does the printer power on and display Ready on the front panel?
 If the printer powers on correctly, continue to step 3.
 If the printer powers on, but Improper Shutdown displays on the LCD panel, press the
USER button for approximately 2 seconds. Ready should display.
 If the printer powers on but does not display Ready, the printer is not working properly.
Request service for the printer.
 If the printer does not power on, make sure that the printer power supply is working
properly.
 If the power supply is working properly, request service for the printer from your
system administrator.
 If the power supply is not functioning, replace it and begin with step 1.

3. Print a test card from the printer front panel. Refer to “Print a Test Card” on page 33 for more
information.
 If the test card prints, the printer is working correctly. Continue to step 4.
 If the test card does not print, the printer is not working correctly. Request service for the
printer.

4. Connect the printer data cable, if necessary. Make sure that you use the same type of cable
(USB or network) used when the printer was installed.

5. If you use the XPS Card Printer Driver, print a driver sample card. For the steps to follow, refer
to the XPS Card Printer Driver User’s Guide.
 If the sample card prints, the printer and driver are working correctly. Continue to step 6.
 If the sample card does not print, the printer and driver have a communication problem.
Determine the cause of the problem and try the sample card again.

If you do not use the Card Printer Driver, ask your service provider or software provider for
assistance.

Sigma DS1, DS2, DS3 Card Printer User’s Guide 61

 6. Print a card using your card production software.
 If the card prints, your software is working successfully with the printer. Troubleshoot the
card design, if necessary.
 If the card does not print, check the following:
 In the application, is the correct printer selected in the Print Setup or Print dialog?
 If the printer produced a blank card, review the page size or other settings.

If the card causes an error, the card might have a type of data the printer does not
support.

Installation Problems
This section describes issues that prevent a successful installation and provides recommended
solutions to those issues. Select from the following topics:
 USB Installation Troubleshooting on page 63
 Network Installation Troubleshooting on page 64

62 Troubleshooting
USB Installation Troubleshooting

Problem Solution

The cable is loose. Reconnect the USB cable to the ports on the PC and the
printer. Power the printer off, and then back on. If the PC and
printer still do not communicate, restart the PC.

The data cable is Power off the printer. Replace the cable if you have a spare.
damaged or frayed. Contact your service provider to order a new data cable.

The system has a Check for the following:

temporary  USB extension cables can cause communication problems.
communication problem. The recommended USB cable is 6-ft. (2 meters) long. Make
sure that the cable is rated for USB 3.0 data transmission.
 If you are using a USB hub, a self-powered hub is
recommended.

The PC USB port does not Power management on the PC has shut down USB
communicate with the communication. Check the following:
printer USB port.  Open Device Manager and the list of USB devices. Disable
shutdown for each hub in the list. Restart the PC to make
the changes take effect, if necessary.
 Hibernation on a laptop requires several moments to
enable USB communication. Unplug the USB printer port
and then connect it again.
 Replace the PC port or the PC. Contact your PC or port
vendor if you need assistance.
Note: If USB communication has been disabled by your site
administrator, contact your system administration for
additional information.

Sigma DS1, DS2, DS3 Card Printer User’s Guide 63

Network Installation Troubleshooting

Problem Solution

The network cable is Reconnect the data cable to the network port and the printer.
loose. Restart the printer.

The Status page of the Follow your network troubleshooting procedures to isolate
Card Printer Driver and test each component of the computer-to-printer
Printer Properties shows communication link.
the printer is not Suggestions:
available, but the printer  Verify the computer-to-network connection by accessing a
displays Ready on the network resource, such as a network drive.
LCD panel.
 The network administrator can test communication
between a server and the printer.
 Make sure that the user is logged on to the network.

The printer is not Make sure that the server name or IP address is entered in the
configured with the Port Settings or Configure Port dialog box on the computer.
correct network address For more information about retrieving the printer’s IP
address, refer to “Retrieve the Printer’s Network IP Address”
on page 28.
Make sure that Ready displays on the printer's LCD panel.

Card Printer Driver Problems

The Card Printer Driver and printer can have the following communication problems:
 The Card Printer Driver does not detect the network-connected printer on page 65.
 The Card Printer Driver does not detect the USB-connected printer on page 65.
 Driver status or Windows print queue does not provide expected data on page 66.
 Printer Messages do not display on the PC on page 67.

64 Troubleshooting
The Card Printer Driver does not detect the network-
connected printer

Problem Solution

The Printer Properties > Make sure that you use the same type of data cable—USB or
Status tab shows the network—that was used when the printer was installed. You
printer is not available. cannot switch the type of data cable after installation.
Make sure that the current printer IP address is the same as
the IP address on the Printer Properties > Ports tab. For more
information about retrieving the printer’s IP address, refer to
“Retrieve the Printer’s Network IP Address” on page 28.

Message 500 displays If this happens often, consider switching from DHCP network
after you send a card to addressing to static IP addressing. For more information about
print. setting the network communication method, refer to the
Printer Dashboard Help.

The network is not Test the network using another device and fix or report
operating properly. network problems. To test the network, print to a different
(paper) printer or verify the availability of network drives.

The printer is not Make sure that both ends of the data cable are connected.
connected to the Replace defective cables if needed.
network, or the PC is
not connected to the
network.

The Card Printer Driver does not detect the USB-connected

printer

Problem Solution

The Printer Properties > Make sure that you use the same type of data cable—USB or
Status tab shows the network—that was used when the printer was installed. You
printer is available, but cannot switch the type of data cable after installation.
Message 500 displays Make sure that both ends of the data cable are connected.
after you send a card to Replace a defective USB cable if needed.
print.

Sigma DS1, DS2, DS3 Card Printer User’s Guide 65

Driver status or Windows print queue does not provide
expected data

Problem Solution

The Card Printer Driver Check the following:

sample card or magnetic  Enable bidirectional support must be selected on the
stripe test cards do not Printer Properties > Ports tab to allow printing from the
print. Card Printer Driver.
 If Print directly to printer is selected in the Printer
Properties > Advanced tab, clear the selection to allow
printing of the Card Printer Driver sample cards.

A print job disappears The printer USB cable was disconnected after the application
from the print queue but sent the job. Reconnect the cable and try the job again.
does not print.

The Card Printer Driver The Windows print queue is offline. This can result if the
Printer Status page printer is powered on before the computer. Do one of the
shows a USB-connected following:
printer as Ready, but a  Unplug the USB cable, and plug it back in.
card sent to the printer
or
does not print.
 Place the print queue online:
– Open the Devices and Printers control panel.
– Right-click the printer icon and select See what’s printing
to display Windows Print Manager.
– Clear the check mark from Use Printer Offline in the
Printer drop-down list.
Best practices recommend that you turn on the PC and wait
until it has started before powering on the printer.

66 Troubleshooting
Printer Messages do not display on the PC

Problem Solution

A USB-connected printer Windows has a 15-character limit for the computer name. If the
issues a message on the computer name is longer than 15 characters, it treats the name as
LCD but the message not valid and does not display the message. Do the following to
does not display on the change the computer name:
PC. 1. Press the USER button on the printer to clear the message on
the LCD.
2. On the PC, open Control Panel/System and Security/System.
3. Locate the computer name and click Change settings.
4. On the Properties window, click Change next to the rename
this computer... field
5. Enter the new computer name on the Computer Name/
Domain Changes dialog box and click OK.
Note: If your computer is part of a corporate domain, you may not
be allowed to change the computer name. Contact your network
administrator for more information.

Card Appearance
Card appearance problems can be caused by many different factors. Click the link below that best
describes the card appearance issue on the printed card.
 Something did not print on page 68
 Printing includes unexpected data on page 69

 The color printing has flaws on page 69

 The printing is too light on page 71
 The printing is too dark on page 71

 The monochrome printing has flaws on page 72

Sigma DS1, DS2, DS3 Card Printer User’s Guide 67

Something did not print

Problem Probable Cause Solution

Nothing printed on the The Disable Printing Open the Preferences > Layout > Advanced
card. option in the Card Printer tab and change Disable Printing to Off.
Driver is set to All, Front,
or Back.

The print ribbon is loaded Remove the print ribbon and install it
incorrectly. correctly.

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 the 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 print on the card. the color panels. and so on. The black panel of the print ribbon
is used last and prints 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. Refer to “Elements of Card
Design” in the printer’s Installation and
Administrator’s Guide for more information
about color printing.

68 Troubleshooting
Printing includes unexpected data

Problem Probable Cause Solution

Text that was intended The magnetic stripe font Refer to “Magnetic Stripe Fonts” in the XPS
for the magnetic stripe was not applied to the Card Printer Driver User’s Guide.
printed on the card text.
instead.
The escape was typed Refer to “Magnetic Stripe Escapes” in the XPS
incorrectly. Card Printer Driver User’s Guide.

The text to encode was Reduce the font size to keep all text on one
longer than one line. line.

Several blank cards are The application uses the Use the page setup feature of the application
ejected before the full page size that is in effect to set the page size before creating the
card prints. when a card design document. Consider creating a template for
document is created. cards that opens at the correct page size.
Setting the page size after
creating the document
can cause errors.

The color printing has flaws

Problem Probable Cause Solution

One or more lines appear The printhead is dirty or Clean the printhead. Refer to “Clean the
on the card. damaged. Printhead” on page 55.

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. Printer” on page 50.
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. If you must use the cards you
have, ask your system administrator for help.

Sigma DS1, DS2, DS3 Card Printer User’s Guide 69

Problem Probable Cause Solution

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
Printer” on page 50.

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

Printhead” on page 55.

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.

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.
has burrs.

The rollers are dirty or Run a cleaning card. Refer to “Clean the
the card packaging Printer” on page 50.
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
Administrator’s Guide.

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. Refer to “Clean the
the card packaging Printer” on page 50. Use cards that meet the
contains debris. requirements for the printer. Refer to “Cards”
in the printer’s Installation and
Administrator’s Guide.

70 Troubleshooting
The printing is too light

Problem Probable Cause Solution

Photos look faded. The image capture Color settings might not be optimal.
system needs Adjust color settings. Refer to the
adjustment. documentation for the image capture system,
“Color Printing” in the printer’s Installation
and Administrator’s Guide, and “Color
Adjustment Tab” in the XPS Card Printer
Driver User’s Guide.

The printing is very light. The ribbon is loaded Load the print ribbon correctly. Refer to
incorrectly. “Replace the Print Ribbon” on page 39.

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.

The printhead is not Contact your service provider for instructions

installed correctly. to install the printhead correctly.

The printing is too dark

Problem Probable Cause Solution

The card shows wrinkles The card includes very Change the design to use smaller areas of
in darkly colored areas. dark areas. dark color.

The printhead is not Contact your service provider.

aligned correctly.

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, and “Color
alter the appearance of Adjustment Tab” in the XPS Card Printer
printed cards. Driver User’s Guide.

Sigma DS1, DS2, DS3 Card Printer User’s Guide 71

The monochrome printing has flaws

Problem Probable Cause Solution

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
Installation and Administrator’s Guide.

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.

A black-and-white image The Windows Picture Use another application, such as ID software
prints using the color Print Wizard or Picture or Microsoft Word, to create the card.
panels. and Fax Viewer is printing
the file. Many
applications use the
Windows tool to preview
and print graphics. The
tool does not render to
true black and white.

72 Troubleshooting
Magnetic Stripe Problems
To begin troubleshooting a magnetic stripe problem, first print a magnetic stripe test card from
the Printer Dashboard or the Card Printer Driver. For complete information, refer to the Printer
Dashboard Help or “Print a Driver Sample Card” in the XPS Card Printer Driver User’s Guide.

The printer uses the coercivity set using the LCD panel or in the Printer Dashboard, and the data
format set using the Printer Dashboard.

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” on page 34.

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 print. 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
Printer” on page 50.

The magnetic stripe on To use the cards you have, select low-coercivity encoding.
the card is low-coercivity Refer to the Printer Dashboard Help for more information
material and the High about setting the coercivity. To encode with high coercivity,
Coercivity setting is obtain cards manufactured for high-coercivity encoding. Refer
selected. to “Print a Test Card” on page 33.

The magnetic stripe on To use the cards you have, select high-coercivity encoding.
the card is high-coercivity Refer to the Printer Dashboard Help for more information. To
material and the Low encode with low coercivity, obtain cards manufactured for
Coercivity setting is low-coercivity encoding.
selected.

The data for this job Cancel the current print job. Make sure that you know which
includes characters not characters are allowed on the track. Change the data to be
allowed by the magnetic encoded, and resend the print job. Refer to “Magnetic Stripe
stripe format selected for Design” in the printer’s Installation and Administrator’s Guide
the track. for more information.

Sigma DS1, DS2, DS3 Card Printer User’s Guide 73

 Problem Solution

The magnetic stripe data Review the encoding format setting for the tracks in the
was sent in an encoding Printer Dashboard. Refer to the Printer Dashboard Help for
format not supported by more information. Make sure that the application is using the
the track. selected encoding format for the track.
If the application and track are set to the same format, and
the error message displays repeatedly, contact the application
provider for assistance.

The application sent track Verify the type of magnetic stripe option in the printer.
data for a track not If the printer label indicates a 3-track ISO module, you can
supported by the send data for tracks 1, 2, and 3.
magnetic stripe module. 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

The Printer Dashboard provides access to card design settings and additional troubleshooting
tools. The Dashboard also allows you to perform advanced troubleshooting with the guidance of
your service provider. Refer to the Printer Dashboard Help for more information.

74 Troubleshooting
Clear a Card Jam
A card jam occurs when the card does not reach the proper position for the next action, such as
printing or ejecting the card.

You usually can resolve the error by pressing and holding the USER button for 2 seconds to cancel
the print job so that the printer displays Ready. If the error persists, do the following to remove
the card from the printer.

1. Open the printer.

2. Remove the print ribbon cartridge or cassette.

3. Turn the manual advance knob to move the jammed card until it exits into the output hopper
of a single-hopper printer, or is accessible from the rollers in a single- or multi-hopper printer.

4. Remove the card.

5. Replace the ribbon cartridge and close the printer.

6. Press the USER button on the printer.

HINTS & TIPS

Check the ribbon to make sure that it is not torn. Refer to “Repair a Broken Ribbon” on page 76
and “109: Print ribbon problem” on page 82 to repair or replace the ribbon, if needed.

Sigma DS1, DS2, DS3 Card Printer User’s Guide 75

Repair a Broken Ribbon
A ribbon can break if the power applied by the printhead is too high. Do the following to repair a
broken ribbon.

1. Open the printer and remove the print ribbon cartridge Tape
or cassette.

Do not remove the used ribbon from the

take-up spool.

2. Trim the ends of the broken ribbon evenly.

3. Align the ends of the broken ribbon and apply adhesive

tape to secure them.

4. Turn the take-up spool counterclockwise until the mended portion is wound around the
spool two or three turns.

5. Reinstall the print ribbon cartridge in the printer.

6. Close the printer.

A broken ribbon can become stuck in the printhead cover. Check the cover to make
sure that the ribbon is not stuck to the cover.

Messages and Conditions

When the printer cannot process a card, or a printer problem occurs, it issues a condition. The
LCD panel on the front panel displays the condition code and a brief message. The condition also
displays in the Printer Dashboard. When you use the XPS Card Printer Driver, the printer driver
displays the condition as a message on the PC that sent the print job. In a shared printer
environment, messages can differ slightly from the messages and conditions described in this
section.
 Messages on the Printer LCD on page 77
 Messages from the XPS Card Printer Driver on the PC on page 77

 Messages in the Printer Dashboard on page 78

 Other Messages on page 78

76 Troubleshooting
Messages on the Printer LCD
The messages that display on the printer LCD focus on recovering from problems.
 The printer displays a message number and a short description for each message.

The message also displays in the Printer Dashboard.

 Scan the QR code to the right of the message to display additional information on the Entrust
website.

To successfully scan the QR code on the LCD error message, the camera requires
a resolution of 8 megapixels or higher.

 If asked by Technical Support, press and hold the down arrow to display a service code that
further isolates the cause of the error.
 If more than one message was issued, the next message displays after you correct the
problem and press the USER button.
 The LED light bar on the printer flashes while messages display on the LCD panel.

Messages from the XPS Card Printer Driver on the PC

 The Card Printer Driver displays the same messages as those on the printer LCD panel. The
messages that display on the PC provide additional information about the condition that
caused the message and contain recovery instructions. Click the appropriate button to clear
the message.
 Messages display on the PC that sent the card print job.
 If you cancel a job at the printer, the message is removed from the PC. Any additional
messages for the canceled job (for example, for a broken ribbon) do not display on the PC.
 Messages can display in the background, behind the application sending the card. On some
operating systems, the message displays in the status bar. Click the blinking Explorer (folder)
icon in the status bar to open the message.
 If more than one message was issued, the next message displays after you close the current
message.
 If there is more than one card printer installed on the PC, messages display one at a time. The
title bar of each message shows the printer name.

Sigma DS1, DS2, DS3 Card Printer User’s Guide 77

  If there is more than one card printer installed on the PC and each has issued errors, the
printer driver displays the messages received, even if you cleared the error at the printer.
 The Card Printer Driver can issue messages that do not display on the printer LCD panel.
Refer to “Driver-Only Messages” on page 91 and “The driver does not support the printer you
have selected. Contact your authorized service representative for assistance.Driver SDK
Messages” on page 93 for a list of these messages.

Messages in the Printer Dashboard

The Printer Dashboard also displays error messages. Follow the instructions in the message to
continue working with the printer. Refer to the Printer Dashboard Help for more information.

Other Messages
 The card production application you use also may issue messages.
 Other printers can cause messages if more than one model of card printer is installed.
 The Card Printer Driver can issue a message if a print job is sent to the printer using the
driver. Refer to “Driver-Only Message” on page 93.

Respond to Messages
You can respond to printer messages using the printer front panel buttons or by clicking the
appropriate response in the message displayed by the Card Printer Driver on the PC.

78 Troubleshooting
Printer Messages
The following messages display on the printer LCD panel, on the Printer Dashboard, and in a
message on the PC that issued the card print job when you use the Card Printer Driver. Use the
recovery instructions to respond to the message.

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

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. Or, click OK in the Card Printer Driver
message.
101: Job could not complete

The card took too much time to complete.

The card will be canceled.

Press the USER button on the printer on the PC to clear the message. Or, click OK in the Card
Printer Driver message.
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 on the printer to clear the message. Click Retry, or click Cancel to cancel the
card, in the Card Printer Driver message.

Sigma DS1, DS2, DS3 Card Printer User’s Guide 79

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.

Click OK in the Card Printer Driver message.

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.

Click OK in the Card Printer Driver message.

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. Click Retry, or click Cancel to cancel
the card, in the Card Printer Driver message.

HINTS & TIPS

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

80 Troubleshooting
106: Magstripe data not found

The printer did not find magnetic stripe data on card.

1. Make sure that you are using magnetic stripe cards that match the printer settings.

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

Press the USER button on the printer to clear the message. Click Retry, or click Cancel to cancel the
card, in the Card Printer Driver message.

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.

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 send a new card to the printer. Click OK in the Card Printer
Driver message.

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.

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 send a new card to the printer. Click OK in the Card Printer
Driver message to clear the message.

HINTS & TIPS

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

Sigma DS1, DS2, DS3 Card Printer User’s Guide 81

109: Print ribbon problem

The print ribbon is not moving properly.

1. Open the printer and remove the ribbon cartridge.

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.
Click Retry, or click Cancel to cancel the card, in the Card Printer Driver message.

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:

1. Open the printer and remove the ribbon cartridge.

2. Install a new ribbon and cleaning roller.

3. Replace the cartridge and close the printer.

Press the USER button on the printer to clear the message. Click OK, or click Cancel to cancel the
card, in the Card Printer Driver message.

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, open the input hopper, add or
reposition the cards, and close the hopper.

Press the USER button on the printer to clear the message. Click OK, or click Cancel to cancel the
card, in the Card Printer Driver message.

82 Troubleshooting
112: Card hopper empty

The printer did not detect cards in the input hopper.

Add cards to the input hopper.

Press the USER button on the printer to clear the message. Click OK, or click Cancel to cancel the
card, in the Card Printer Driver message.
113: Close cover to continue

The printer cover is open. Close the cover to continue.

Press the USER button on the printer to clear the message. Click OK, or click Cancel to cancel the
card, in the Card Printer Driver message.

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.

Press the USER button on the printer to clear the message. Click Retry, or click Cancel to cancel the
card, in the Card Printer Driver message.

HINTS & TIPS

 Make sure that the ribbon cartridge is installed properly with the 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.

Sigma DS1, DS2, DS3 Card Printer User’s Guide 83

116: Magstripe not available

The printer does not have a magnetic stripe option. The card will be canceled.

Remove magnetic stripe data from the card or use a printer that has a magnetic stripe option
installed.

Press the USER button on the printer to clear the message. Click OK in the Card Printer Driver
message.

HINTS & TIPS

 Look at the printer configuration label inside the printer. 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.

To remove magnetic stripe data, you or your system administrator may need to:
 Clear a check box in the card production application.
 In the Card Printer Driver, change the font from Mag Trackx XPS Card Printer to a
printable font such as Arial, Verdana, or Calibri. Refer to “Magnetic Stripe Fonts” in the
XPS Card Printer Driver User’s Guide.

117: Reader not available

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. Or, click OK in the Card Printer Driver
message.

HINTS & TIPS

To remove the reader request, you or your system administrator may need to clear a check box in
the card production application.

84 Troubleshooting
118: Print ribbon type problem

The printer cannot use the ribbon installed. The card will be canceled.

Use ribbon designed for this printer.

Press the USER button on the printer to clear the message. Or click OK in the Card Printer Driver
message.

HINTS & TIPS

 Purchase ribbon from your dealer or authorized reseller.
 Use the Printer Dashboard to update the printer firmware, which may add support for new
ribbon types.

119: Print ribbon not supported

The printer cannot use the ribbon installed. The card will be canceled.

Press the USER button on the printer to clear the message. Or, click OK in the Card Printer Driver
message.

HINTS & TIPS

 Purchase ribbon from your dealer or authorized reseller.
 Use the Printer Dashboard to update the printer firmware, which may add support for 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.

Click OK to clear the message and complete the current card, or click Cancel to cancel the card, in
the Card Printer Driver message.

HINTS & TIPS

If the user pressed the USER button for several seconds, the card has been canceled.

Sigma DS1, DS2, DS3 Card Printer User’s Guide 85

121: Print ribbon not identified

The printer cannot use the ribbon installed. The card will be canceled.

Use ribbon designed for this printer.

Press the USER button on the printer to clear the message. Or, click OK in the Card Printer Driver
message.

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.

Press the User button on the printer to clear the message. Or, click OK in the Card Printer Driver
message.
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 or click OK.

Click Cancel in the Card Printer Driver message to cancel the card.
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.

4. If the card is not immediately picked, press the printer’s USER button or click OK.

Click Cancel in the Card Printer Driver message to cancel the card.

86 Troubleshooting
149: Option not installed

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

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

Press the User button on the printer to clear the message. Or, click OK in the Card Printer Driver
message.

HINTS & TIPS

In the card format, don’t include references to hardware that cannot be accessed by the system.
For more information, refer to your ID software documentation or ask your system administrator.
150: Print while unlocked

The printer is unlocked. The card will be canceled.

Make sure that all access doors are closed securely and locked.

Click OK in the Card Printer Driver message.

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.

Click OK in the Card Printer Driver message.

HINTS & TIPS

Make sure that the reject tray is installed properly before locking the printer.
152: Insert new card side 2 up
1. Turn a new card over end to end so side 2 is facing up.

2. Insert the card in the printer.

3. If the card is not immediately picked, press the printer’s USER button or click OK.

Click Cancel in the Card Printer Driver message to cancel the card.

Sigma DS1, DS2, DS3 Card Printer User’s Guide 87

153: Insert same card side 2 up
1. Take the card from the printer and turn it over end to end so side 2 is facing up.

2. Insert the card in the printer.

3. If the card is not immediately picked, press the printer’s USER button or click OK.

Click Cancel in the Card Printer Driver message to cancel the card.
170: Insert new card side 1 up
1. Insert a new card in the printer with side 1 facing up.

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

Click Cancel in the Card Printer Driver message to cancel the card.
171: Insert same card side 1 up
1. Take the card from the printer and turn it over end to end so side 1 is facing up.

2. Insert the card in the printer.

3. If the card is not immediately picked, press the printer’s USER button or click OK.

Click Cancel in the Card Printer Driver message to cancel the card.
172: Insert cleaning card
1. Insert cleaning card.

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

Click Cancel in the Card Printer Driver message to cancel the 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.

Click OK in the Card Printer Driver message to clear the message.

224: Supply region not valid

The printer cannot use the supply installed. The card will be canceled.

Use a supply with the correct code for your region.

Click OK in the Card Printer Driver message to clear the message.

88 Troubleshooting
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.
275: Multi-hopper error

The multi-hopper has encountered a critical 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.

If the error occurs again, request service.

Click OK in the Card Printer Driver message to clear the message.

276: Multi-hopper card jam

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

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

Click Retry, or click Cancel to cancel the card, in the Card Printer Driver message.
277: Multi-hopper pick error

The multi-hopper did not pick a card from the input hopper cartridge.

1. Unlock the multi-hopper.

2. Remove each cartridge and make sure that cards are loaded properly.

3. Make sure that the cartridges are installed correctly.

4. Check the exception slide.

5. Lock the multi-hopper.

Press the USER button to clear the error.

Click Retry, or click Cancel to cancel the card, in the Card Printer Driver message.
294: Cleaning required

The printer’s configured cleaning count has been reached. Clean the printer to continue printing.

Click OK in the Card Printer Driver message.

Sigma DS1, DS2, DS3 Card Printer User’s Guide 89

295: Settings error

One or more settings could not be updated. Update the setting values and try the update again.

Click OK in the Card Printer Driver message.

297: Option tag error

The option tag update has encountered an error. Reposition the instruction card and try the
update again.

If the update fails again, it may not be supported by the printer, the function may already be
enabled, or it is not authorized. Contact your service provider for assistance.

Click OK in the Card Printer Driver message.

298: Option tag success

The option tag update completed successfully. Restart the printer to allow the change to take
effect. If you are adding multiple updates, you do not have to restart the printer until all have
completed successfully.

Click OK in the Card Printer Driver message.

299: Image error

The image selected for the initialization screen cannot be used. Use a black/white image size of
256x64x1.Click OK in the Card Printer Driver message.
323: Insert cleaning card
1. Insert cleaning card into exception slot of multihopper.

2. If the card is not immediately picked, press the printer’s user button or click OK.

329: Multi-hopper eject error

The multi-hopper failed to eject a card.

1. Remove the output hopper and remove the card that failed to eject, if present.

2. Remove all cards from the output hopper.

343: Unload hopper 1

Remove all cards from the output hopper 1.

344: Unload hopper 2

Remove all cards from the output hopper 2.

345: Unload hopper 3

Remove all cards from the output hopper 3.

90 Troubleshooting
Driver-Only Messages
The following messages are issued by the Card Printer Driver and display on the PC that sent the
card print job. These messages do not display on the printer LCD panel.
500: The printer is not available

The computer cannot communicate with the printer. To complete the current card:

1. Make sure that the printer is powered on and in the Ready state.

2. Make sure the printer is connected to the computer using a USB or network cable, but not
both.

When the printer is ready, click OK.

Click Cancel if you want to cancel the card

501: The printer connection was lost

The computer lost communications with the printer during printing. The card will be canceled.

1. Make sure the printer is powered on.

2. Make sure the printer connection to the computer is secure.

Click OK to clear the message.

502: The card data is missing or is not usable

The printer driver has detected invalid or missing data. The card will be canceled.

Make sure the data being sent is formatted properly and matches the options and settings in the
printer.

Click OK to clear the message.

504: The card data is missing or is not usable

The printer driver has detected invalid or missing data. The card will be canceled.

Make sure the data being sent is formatted properly and matches the options and settings in the
printer.

Click OK to clear the message.

Sigma DS1, DS2, DS3 Card Printer User’s Guide 91

505: USB communication issue

An important driver component is not running. The card will be canceled.

1. Restart the computer. The component should start automatically.

2. If this message is displayed after restarting, notify your printer support contact.

Click OK to clear the message.

506: A card is currently processing

The printer is busy processing an interactive job. The card will be canceled.

Wait until the current card is complete and then try again.

Click OK to clear the message.

507: The printer is unlocked

The printer must be locked to print.

To complete the current card make sure that all access doors are closed securely and locked.

Click OK to clear the message, or click Cancel to cancel the card.

508: The printer is shutting down

The printer is shutting down or resetting. The card will be canceled.

When printer is powered back on, try again.

Click OK to clear the message.

509: The printer is offline or suspended

The printer must be online to print.

To complete the current card press the printer’s USER button until the printer returns to the
Ready state.

Click OK to clear the message, or click Cancel to cancel the card.

510: The printer is unlocked

The printer must be locked to resume printing.

Make sure that all access doors are closed securely and locked.

Click OK to clear the message, or click Cancel to cancel the card.

92 Troubleshooting
523: Apply topcoat or overlay to the card.

The L panel requires topcoat or overlay to be applied to the card. The card does not print if
topcoat or lamination is not selected.

Driver-Only Message
The following message is issued by the Card Printer Driver if you send a print job to a financial
instant issuance system using the driver. The Card Printer Driver does not support financial
systems. The message displays on the PC that sent the card print job. 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.Driver SDK Messages
The following messages are issued when you use an application with the Card Printer Driver
Software Development Kit (SDK) to define your card printing. These messages display at the
computer that sent the job and are available to the application through the driver API.

In addition, printer errors display on the printer LCD panel, at the computer that sent the job, and
are available to the application through the driver API (refer to “Messages and Conditions” on
page 76).

The messages returned to the SDK are determined by the printer model and the
options installed on the printer. The following messages may not apply to all printers.

511: Cannot lock or unlock the printer. Locks are not installed.

Severity: Critical
512: Cannot lock or unlock the printer. The password is incorrect or invalid.

Severity: Critical
513: Cannot lock or unlock the printer. The printer is busy.

Severity: Notice
514: Cannot lock or unlock the printer. The cover is open.

Severity: Notice
515: Failed to lock or unlock the printer. The locks did not function.

Severity: Critical

Sigma DS1, DS2, DS3 Card Printer User’s Guide 93

516: Timeout expired before bar code could be read.

Severity: Notice
517: Wrong printer job ID.

Severity: Critical

94 Troubleshooting