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HID Fargo HDP5000 & HDP5600 Troubleshooting GuideUnicard Systems Pty LtdUnit 35 / 8 Herbert StreetSt Leonards NSW 2065Ph: (02) 9437 1777Sales: [email protected]: [email protected]: www.unicard.com.au

ContentsIntroduction . 3Printing Preferences. 3Warnings and Pop up messages . 3Permissions and Printer Management . 4Restart the printer power . 5Printer Driver and Firmware upgrade procedure . 6Check for the latest version of driver and firmware . 7Upgrading the printer driver . 7Upgrading the printer firmware. 8Resolving “Card Jam” . 9Prevent cards from getting stuck together . 10Replacing the HDP5000 card printer transfer film. 11Replacing the HDP5000 colour ribbon . 12Resolving image issues . 13Resolving the “Wrong Ribbon” error message . 15Resolving the “Check Film” error message . 16Calibrate the Film Sensor . 18Resolving the “Check Ribbon” error message . 19Calibrating the Ribbon ID sensor: . 19Resolving incomplete or patchy image transfer issue . 20Resolving incomplete image transfer issue continued . 21Adjusting the Printed Image – Darker or Lighter . 22Resolving “Mag Verify Error” . 23Cleaning the card printer: . 24Preparing the Printer for Cleaning . 24Remove the adhesive cleaning roller . 24Cleaning the Card Path Rollers (Every Film Change or 1500 cards) . 25Using the isopropyl alcohol soaked long cleaning card. . 25Cleaning the Card Path (Every Colour Ribbon Change or 500 cards) . 27Using the Adhesive cleaning card . 272

IntroductionThis guide will go through various common error messages and issues with the HID Fargo HDP5000 ID Card Printer.Please use this guide to troubleshoot, diagnose and resolve issues you might experience with the printer.Printing PreferencesThroughout this manual you will be required to Navigate to the “Printing Preferences”, in the printer driver.To access the “Printing Preferences”, depending on the version of Windows you are working on, open the windows“Control Panel” and go to the “Devices and Printers” or “Printers and Faxes”.If you are unsure how to do this, please contact your I.T department.On Windows 10 for example at the time of writing, to access the “Devices and Printers”1. Click the Windows Start icon, type “Printers” and go to the “Devices and Printers”.2. Right click on the “HDP5000 Card Printer” and select “Printer Properties”.Warnings and Pop up messagesThe printer will display warnings and error messages to you when there is an issue, for example:If you are not receiving error messages that pop up when the printer is reporting a problem, you do not have fullpermissions to manage the printer.For troubleshooting and changing any printer settings, you must have permission to manage the printer.To allow permissions, an administrator will need to login on the PC. (See next page for instructions)3

Permissions and Printer ManagementTo allow a user full access to control, manage and adjust printer settings if they are not a Windows Administrator,the printer driver security settings must be adjusted to allow permissions.Instructions for administrator:1. Login on the PC connected to the card printer with an administrator account.2. Click the Windows Start icon, type “Printers” and go to the “Devices and Printers”.3. Right click on the “HDP5000 Card Printer” and select “Printer Properties”.4. Click on the “Security” tab at the top of the “Printer Properties” window.(The top pane is the list of users; the bottom is their permissions for the printer).5. For every user in the top pane, click the 3 “Allow” radio buttons in the bottom pane.Note: This must be done for all users in the list, ensure each user listed has all 3 permissions “Allow” boxes ticked.6.Click “Apply” and “OK”If the “allow” boxes are greyed out, you are not currently logged in with an administrator account.4

Print Queue and Cancelling Print JobsTo communicate with the printer for troubleshooting, the printer needs to be “Ready”.If there are print jobs pending in the printer queue, you will not be able to access the printer advanced settings.When troubleshooting problems such as Card Jam, Check Ribbon, Check Film etc:Start by cancelling any print jobs in the print queue. To do this, navigate to the windows “Devices and Printers”.1. Click the Windows “Start” icon and type “Printers”.2. Click on “Devices and Printers”3. Double click on the “HDP5000 Card Printer” or Right Click and select “See what’s printing”.4. Cancel any jobs in the queue.You can either click “Printer” and “Cancel all documents”, or right click on print jobs one by one and click “Cancel”.Once you have cancelled the print jobs restart the printer.Restart the printer powerUnplug the printer power cable from the back of the printer, wait 5 seconds and reconnect the power.This will cancel the current job, clear any jobs that are stuck in the queue, eject any cards that may be in the middleof printing, reset the printhead and thermal transfer arm to their home positions and perform a quick self-test toensure the printer is operational. The printer display should return to “Ready”.5

Printer Driver and Firmware upgrade procedureThis guide will show you how to update your HDP5000 ID Card Printer to the latest version of printer driver andfirmware. You will be required to download 3 files, please save them to your desktop for easy access.Check printer driver version.1. Click ‘Start’ or click on the Windows ‘Orb’ (depending on your version of Windows)2. Then go to ‘Printers and Faxes’ or ‘Devices and Printers’3. Right click on “HDP5000 Card Printer” and select “Printing Preferences”.4. Click on “About” – this will show you what version of the printer driver is installed.6

Check for the latest version of driver and firmwareCheck the HID Global Drivers website for the latest version of printer driver and firmware:https://www.hidglobal.com/driversChoose “Fargo” and then “HDP5000” or “HDP5600” (depending on your model) from the second drop down list.You will need the download the printer driver, Fargo Workbench and the printer firmware.Upgrading the printer driverAttention: Before you start, unplug the printers USB cable.1.2.3.4.Click the windows “START” button / iconType “Programs” and choose “Add or Remove Programs”Find ‘HDP5000 Card printer’ in the listClick on the HDP5000 Card Printer and then click “Uninstall”.5. Follow the steps and completely remove the HDP5000 Card Printer.6. Restart Your computer.7. Install the latest driver.Only plug in the printer USB cable when the driver installation wizard asks you to.7

Upgrading the printer firmwareFrom the HID Global drivers website: https://www.hidglobal.com/driversDownload Fargo Workbench and the latest printer Firmware:8.9.10.11.12.13.Install and run Fargo WorkbenchUnzip the Firmware file to an easy to navigate to location, e.g. the PC desktop.In Fargo Workbench; Choose the printer from the drop down list (top right)Click the “Select Firmware File” button (bottom right)Click “Begin Updating Firmware”.Firmware update will take approximately 8 minutes.Note: Do not unplug the printer during the firmware upgrade.8

Resolving “Card Jam”A card jam can be caused by a number of reasons, the most common is 2 cards are “stuck” together and the printerhas feed 2 cards instead of 1.1. Restart the printer. Unplug the power cord, wait 5 seconds and reconnect it. The printer will eject the cards.Note: If restarting the printer did not eject the jammed card/s:2. Open the printer front cover.3. Remove the ribbon and film cartridges.Important: When the HDP5000 front cover is open, the 2 buttons become “Forward” and “Back” buttons.These are used to make all of the printer card path rollers turn either Forward or Backwards.4. Lean the printer back and inspect the area above where the ribbon and film are normally loaded.5. If you can see a jammed card, press and hold the “Forward” button and gently try to guide the card out witha thumb or finger towards the exit side of the printer (left).6. Once the cards are removed from the printer, reinstall the ribbon and film cartridges and restart the printer.If you are unable to eject the jammed card/s from the printer, contact Unicard support.Email [email protected] to create a case in the Unicard support ticket case management system.9

Prevent cards from getting stuck together before loading cards, ensure the cards are properly separated.Warning: Never touch the printing face surfaces of the cards.To avoid contamination, use the supplied cotton gloves to handle cards at all times.To separate or fan the card, hold the cards to be loaded by the sides.Hold the cards vertically against a flat, clean surface such as a desktop.If the deck is too thick for your hand to hold comfortably, use about half a deck at a time.Push the stack back and forth to an angle of about 45 from vertical, so as to separate all of the cards.Note: Static charges and edge burrs from the die-cutting process can render individual cards stuck together withsignificant adhesion force. These cards MUST BE physically separated from each other before inserting into thefeeder; if not separated, feeding or printer jams may occur.10

Replacing the HDP5000 card printer transfer filmReplace the Film when the card printer displays “Film Out” on the LCD screen.The Film is the left-hand cartridge. The Film spools are GREEN and YELLOW for easy identification and installation.Remove Left / Film CartridgeTighten the filmReplace Film (Spools are colour coded)Re-install Film cartridge into the printer11

Replacing the HDP5000 colour ribbonReplace the colour ribbon when the card printer displays “Ribbon Out” on the LCD screen.Ribbon is the right-hand cartridge. The ribbon spools are BLUE and ORANGE for easy identification and installation.Remove Right / Ribbon CartridgeTighten the ribbon spoolsReplace Ribbon (Spools are colour coded)Re-install Ribbon cartridge into printer12

Resolving image issuesThis guide will outline how to resolve print quality issues with the HDP5000 Card Printer.If the printed card has a white gap at the leading edge of the card:1. Click ‘Start’ or click on the Windows ‘Orb’ (depending on your version of Windows)2. Navigate to ‘Printers and Faxes’ or ‘Devices and Printers’3. Right click on “HDP5000 Card Printer” - select “Printing Preferences”4. Click the “Toolbox” button - go to the “Advanced Settings” tab.Warning: Do not change any settings other than those instructed by a Unicard Technician.5. In the list, find the setting “Transfer TOF”6. To move the image towards the leading edge of the card – DECREASE the setting by 10 (example above, -17was decreased to -27)7. Print a card and adjust in increments of 5 until the printed image is correct.13

If the printed card has a white gap at the trailing edge of the card :(Note: A white gap will appear on the end of the card when upgrading from Firmware lower than 5.*.*).1.2.3.4.On your computer click ‘Start’ or click on the Windows ‘Orb’ (depending on your version of Windows).Go to ‘Printers and Faxes’ or ‘Devices and Printers’Right click on “HDP5000 Card Printer” - select “Printing Preferences”Click the “Toolbox” button - go to the “Advanced Settings” tab.Warning: Do not change any settings other than those instructed by a Unicard Technician.5. In the list, Find and increase the setting “Transfer EOF” to 60.6. Next, find the setting “Transfer Image Length”7. To move the image towards the trailing edge of the card – INCREASE the setting by 10 (example above, 0was increased to 10).8. Print a card and adjust the “Transfer EOF” setting in increments of 2 until the printed image is correct.(Note: Max setting 20)If this does not resolve the image quality issue, please contact Unicard support.Email [email protected] to create a case in the Unicard support ticket case management system.14

Resolving the “Wrong Ribbon” error messageThis issue is normally caused when the user logged in on the PC does not have administrator privileges or permissionto manage the printer. Please see the page “Permissions” first to confirm.Start by cancelling any print jobs on the computer or on the printer and make sure the printer is Ready.1. Click ‘Start’ or click on the Windows ‘Orb’ (depending on your version of Windows)2. Navigate to ‘Printers and Faxes’ or ‘Devices and Printers’3. Right click on “HDP5000 Card Printer” - select “Printing Preferences”4. Go to the “Device Options” tab5. If the “Automatically detect the installed ribbon for each print job” box is unticked, after getting anadministrator to give you permission to manage the printer, tick the box and click “Apply” and “OK”.If you urgently need to print and cannot wait for an administrator, you will need to manually select your ribbon fromthe “Ribbon Type” box below it. Then click “Apply” and “OK”Close the program you use to print ID cards; re-open it and the printer will now have the correct ribbon selected.15

Resolving the “Check Film” error messageThe error message “Check Film” occurs when the printer can not line up the film alignment markers (small blackmarks on the edge of the film) with the alignment sensors in the printer film path.1. Inspect the film cartridge – Remove the film from the printer2. Try turning the green and yellow film spools by hand. They should spin freely in the cartridge.3. If the film feels tight and hard to turn, remove the film from the cartridge and stand the spools on a hard flatsurface such as a solid desk.4. Press down firmly on the spools one by one. The flanges sometimes separate from the grey spool core andcause the film to become tight in the film cartridge.16

5. Verify a gap between the film roll and green/yellow flange. The gap should be equal:The image below shows a film that is tracking towards the green flange incorrectly.If your printer is displaying the “film walking” issue above, please follow the HID Fargo procedure for aligning thefilm to resolve the issue:www.unicard.com.au/Downloads/HDP5000/HDP5000 Film Cartridge Alignment Procedure L001379 Rev2.0.pdf17

Calibrate the Film SensorFinally, calibrate the film sensor to ensure the film sensors are working.IMPORTANT: A Film sensor calibration should ONLY be performed with a brand new film installed.1.2.3.4.Navigate to “Printers and Faxes” or “Printers and Devices”Right click on ‘HDP5000 Card Printer’ and select ‘Printing Preferences’Click the “Toolbox” buttonClick on the “Calibrate Film” tabEnsure a Film and the film cartridge are installed.5. Click “Calibrate”Once the printer displays “Calibrate Passed OK” the printer is ready to begin printing.If the printer is still displaying “Check Film”, try replacing the ribbon.18

Resolving the “Check Ribbon” error messageThe printer may display the error message “Check Ribbon” if it is unable to detect the next colour panel to use.An LED shines through the ribbon and a received on the opposite side detects what colour panel the printer iscurrently up to. From time to time this sensor must be calibrated.Before you start, ensure the ribbon is not simply empty, torn or has come off the spool.Calibrating the Ribbon ID sensor:To calibrate the Ribbon Identification Sensor,1.2.3.4.Navigate to “Printers and Faxes” or “Printers and Devices”Right click on ‘HDP5000 Card Printer’ and select ‘Printing Preferences’Click the “Toolbox” buttonClick on the “Calibrate Ribbon” tabRemove the ribbon cartridge from the printer:5. Click “Calibrate”.Once the printer displays “Calibrate Passed OK” – reinstall the ribbon cartridge.19

Resolving incomplete or patchy image transfer issueWhen the thermal transfer roller temperature is not hot enough, not all of the image is transferred from the transferfilm onto the card. Some card stock is easier/harder to transfer the image onto than others so from time to time thissetting may need to be adjusted to suit the card stock.To resolve the issue where the entire image is not transferred to the card.1. Click ‘Start’ or click on the Windows ‘Orb’ (depending on your version of Windows)2. Navigate to ‘Printers and Faxes’ or ‘Devices and Printers’3. Right click on “HDP5000 Card Printer” - select “Printing Preferences”4. Click the “Toolbox” button and go to the “Advanced Settings” tab in the toolbox.(If you get an error message ‘Unable to read settings from printer – See “Permissions”)5. Find the setting in the list; “Tr