MagTek EC2000 99875600 - Manual (Page 70)

9 - Troubleshooting
ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual
Page 70
9.3 Troubleshooting Not Responding to Incoming Transactions
If the card personalization software reports it is successfully sending transactions to the EC2000, but the
EC2000 is not processing transactions, check the following:
1) Check to see if the manual feed slot is flashing. If it is, the device is waiting for a user to feed the
appropriate stock into the manual feed slot.
2) If the Status page is set to not display the transaction queue (see section 6.11.4 About the
Transaction Queue):
a) Make sure the card personalization software is sending immediate transactions instead of queued
transactions.
b) If the card personalization software is set to send queued transactions, temporarily set the Status
page to show the queue (see section 8.9.1 About the QueueDisplay Configuration Option).
c) Turn AutoProcess ON (see section 6.11.5 How to Process Transactions In the Transaction
Queue).
d) If desired, set the Status page back to showing the simple status page.
3) If the Status page is set to display the transaction queue, perform one of the steps in section 6.11.5
How to Process Transactions In the Transaction Queue.
9.4 Troubleshooting Communication Problems
If the device cannot communicate, check the following:
1) Check the Ethernet cable or crossover cable. It must be plugged into the Ethernet port to establish
any connection; refer to section 5.1 Installation Checklist for details.
2) Make sure the security certificate is valid and up to date. See 8.1 Passwords for details.
3) If unable to connect to the network, try using the EC2000’s IP address instead of name to connect.
See section 8.1 Network (TCP/IP) for details.
9.5 Troubleshooting Card Exit Problems
If cards stay in the exit transport ramp rather than dropping into the output hopper, open the device’s top
access door check the following:
1) Make sure your card stock conforms to the specifications in Appendix B Technical Specifications.
2) Make sure the exit ramp is clean and free of debris or adhesives.
3) Make sure the air holes in the exit ramp are not obstructed.
4) Use a cleaning card to clean the card guide rollers, found on the exit ramp just before the foil tipper.
9.6 Troubleshooting Card Feed Problems
If cards do not feed from the card stock hopper or jam in the image printer:
1) Perform the steps in section 9.1 First Steps.
2) Clean the card path (see section 7.1.6 How to Clean the Card Path for details).
3) Clean the card cleaning rollers (see section 7.1.4 How to Clean the Card Cleaning Roller).
4) Make sure cards are not stuck together. If they are, remove the stack and separate the cards manually
by riffling it as though you were shuffling a deck of cards.
5) Make sure the card stock hoppers are correctly installed.
6) Make sure the card stock hoppers are correctly aligned by homing the card stock hopper using Menu
> Settings > Service > MCP Cmds > Shuttle Home . Hopper misalignment is rare, but may
occur if the belt has slipped or if some stock cards sticking out from the hopper. In the latter case, the
EC2000 will produce a loud grinding noise when toggling between hoppers.