4.7 Troubleshooting Entrust printers

This section contains a list of issues that may occur when using Datacard printers, with solutions where possible.

• Long delay in detection of a change in printer communication state

  The bidirectional communication with a Datacard printer may take a long time to respond when there is communication failure with the printer and on recovery from such failure. This results in a potentially long delay before the operator is notified of a change in the communication status of the printer during which MyID may appear to hang.

  Solution: Ensure that the Datacard printer is connected and initialized before selecting the printer.

• Datacard CR805 printer does not pick-up a print job

  If the printer cancels a previous card personalization job, the printer may stop picking up print jobs from the print queue.

  Solution:

  1. Clear the printer queue.
  2. Restart the printer.
  3. Restart the PC.

• Unable to communicate with the Datacard CR805 printer after the printer has been idle for long period

  The printer may enter standby state if left idle for a long period. There is no indication that the printer is in standby state in the printer’s front panel.

  Solution: Restart the printer.

• Unable to communicate with the Datacard CR805 printer if the printer is powered on before the computer

  Sometimes, if the printer is powered on before the computer, the printer may appear to be offline.

  Solution: Restart the printer.

• Printed layout may be offset when printing while logged on as a user without sufficient printer security permissions

  Under certain circumstances, the printed layout may be offset if the logged-on Windows user does not have sufficient printer security permissions. For example, if the logged-on Windows user has ‘Print’ permissions only, and does not have ‘Mange the printer’ and ‘Manage documents’, this may result in the layout being printed with an offset.

  Consult with the printer vendor if you require assistance with the configuration regarding the necessary printer security permissions.

• Unable to communicate with the Datacard CR805 printer if the printer is powered on when connected to the computer

  Sometimes, if the printer is powered on while connected to the computer, the printer may appear to be offline.

  Solution: Disconnect and reconnect the printer. If this does not solve the problem, disconnect and then restart the printer. Wait for the printer to complete initialization before reconnecting it to the computer.