7.6 Known issues for XID printers

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

• Personalization only card is ejected through the card reject bin

  The printer supports card being moved into the ejected card output hopper only after a card has been printed. Cards that are personalized but not printed are ejected through the printer's card reject path.

  Solution: None. This is printer behavior.

• Printer not detected

  With the physical printer connected and powered-up, a production indicates that the printer is offline.

  Solution: Printer status is detected through a port monitor service. This service has failed to detect the powered-up physical printer. It has been found that, with the printer still connected, restarting the printer usually resolves the issue. Contact your administrator if the printer is still shown as offline after restarting.

• Printer stuck in card "Moving" state after error during printing

  If an error occurs during the card printing state when the printer is displaying the status Moving, recovery from the error may result in the printer being stuck in the card Moving state.

  Solution: Restart the printer to clear the card.

• Print job requiring magnetic stripe encoding not sent if printer does not have magnetic stripe encoding capability

  If a print job requires magnetic stripe encoding but the printer does not have a magnetic stripe encoder installed, the print job is not sent to the printer. This may result in the printer being stuck in the printing state waiting for a print job.

  Solution: Do not send magnetic stripe print jobs to printers that do not support magnetic stripe encoding.

• Printer remains perpetually in printing state after communication disruption during printing

  If there is communication failure with the printer during printing, MyID Desktop may perpetually remain in a printing state once communication has been restored. Depending on the stage at which the communication failure occurred, the EDISecure dispatcher may not automatically recover the failed print job on communication recovery. This ends up leaving the printer waiting for a print job.

  Solution: Restart the printer so that the card is removed from printer.

• Printer reported as being offline when it is in standby state

  The printer status is reported as being in offline state when the printer front-panel indicates that it is Sleeping; that is, in standby state.

  Solution: Reset the printer

• Printer not present

  When connecting the printer, the printer may not be added to the printers and scanners device list. Therefore, the printer is not available for selection.

  This can occur if this is the first time the printer has been connected after installing the driver. As with the "Printer not detected" issue, the printer port monitor service has failed to detect the powered-up physical printer.

  Solution: Restart the printer while it is still connected to the PC. Once detected, add the printer to the printer Administration Center.