FAQ

Questions and Answers

  1. How do I change the print ribbon on my DataCard SD Series printer?
  2. Is the system capable of producing individual bar codes per ID?
  3. Is your software able to import/export a database in excel format?
  4. Is this system user friendly to where I would be able to install the system, implement templates, and train personnel to expedite the cards?
  5. What does your printer warranty package include?
  6. Is there technical support available for the software?
  7. Where do I find the 'Green' firmware update for my SP series printer?
  8. Is our database able to be shared on our network?
  9. Why does my full color ribbon only print one color and kick the card out?
  10. There is one thin line down the entire length of the card that will not print. What is happening?
  11. When I try and print a card, it goes into the printer que but nothing prints.
  12. I reinstalled my printer driver but it is still not working.
  13. When I try to print a full color card I am getting color lines throughout my card, is there a way to print full color?
  14. The ribbon is only printing 2/3rds of my card and I just put a new ribbon in?
  15. My ribbon is broken; do I need to put a new one in?
  16. My cards are not encoding?
  17. Where do I call for Supplies and Support?
  18. I keep getting an error saying the ribbon is broken, but it is not?
  19. An error prompt came up on my screen, what do I do?
  20. My computer crashed and I need to put the software back on but it is asking for a license number, where do I get that?
  21. We are having issues installing and setting up our ID system where do I call for support?

 

  1. How do I change the print ribbon on my DataCard SD Series printer?
  2. Is the system capable of producing individual bar codes per ID? Yes, the software offers different barcode symbology, code 39 is the default. You will be able to produce a unique barcode for each employee time card number separately.
  3. Is your software able to import/export a database in excel format? ID Works software supports Windows Access databases. You can easily import an Excel spreadsheet into Access.
  4. Is this system user friendly to where I would be able to install the system, implement templates, and train personnel to expedite the cards? Our system is very user friendly. There are on screen prompts that tell you when the ribbon is running low or if there is an error. Our systems are integrated and supported through us and Datacard. Once you create the template in the Designer portion of the software, the operator will only be able to produce cards out of the Production portion of the software. You ‘design’ in Designer, and ‘produce’ in Production.
  5. What does your printer warranty package include? The standard warranty is, 24 months for SP Series and 30 months for SD Series,  with no pass restrictions on the print head. Service will be performed within 5-7 business days. There is also an upgrade to Rapid Replacement, which you will receive phone support (24/7) and a replacement printer overnight should your printer crash. Both warranties can be extended for 12 months.
  6. Is there technical support available for the software? Yes, there is 24 month Software Maintenance Agreements (SMA) for all the ID Works packages. This includes; phone support from Datacard, new version upgrades and a FAQ database and applicable software fixes.
  7. Where do I find the 'Green' frimware update for my SP series printer?  Contact Us or go to www.datacard.com/GoGreen.
  8. Is our database able to be shared on our network? Yes, depending on which version of ID Works you have. The Access database can be exported wherever you would like.
  9. Why does my full color ribbon only print one color and kick the card out? Check to be sure the end-cap is on the used ribbon spool. This is an RFID tag that tells the printer what ribbon you are using. The default is K or one color, which is what is happening.
  10. There is one thin line down the entire length of the card that will not print. What is happening?  It is possible there is a burnt out pixel in the print head. Try cleaning the print head with a Thermal Clean Pen, and print a sample, if the line is still there you may need a new print head.
     
  11. When I try and print a card, it goes into the printer queue but nothing prints. Check to be sure you are printing to the Datacard printer. Delete everything from the queue and make sure there is communication from the computer to the printer; check USB connection, check to see if Green light on, on the printer.
     
  12. I reinstalled my printer driver but it is still not working. Uninstall again, unplug USB cord, reinstall the printer and plug in USB only after prompted. Shut down and restart.
     
  13. When I try to print a full color card I am getting color lines throughout my card, is there a way to print full color?   Go into the printer driver toolbox and turn the brightness up to positive numbers, under status tab, go to Advanced Setup, then printer, adjust intensity.

  14. The ribbon is only printing 2/3rds of my card and I just put a new ribbon in? Check the ribbon. Make sure the ribbon is pushed all the way on both spools.
     
  15. My ribbon is broken; do I need to put a new one in? Check the ribbon to be sure it has not run out. You can tape the ribbon to the used ribbon spool and roll some up. Check to be sure there is nothing sticky on cards. It may be time to run a cleaning cycle.
     
  16. My cards are not encoding? Check the position of the magnetic stripe, down and to the right. Try some different cards. Did you set up the encoder under ID Works Administrator, Magnetic Stripe/ Printer Plug-in?
     
  17. Where do I call for Supplies and Support? Call us, toll-free, 866-254-7840
  18. I keep getting an error saying the ribbon is broken, but it is not? Take the ribbon out and off of the ribbon carrier. On the carrier check the spool where the new ribbon sits to be sure the thin clear plastic or metal wheel, by the handle, with black lines on it is not loose. I should clip into place and not move.
  19. An error prompt came up on my screen, what do I do? The prompt will have 3 options, cancel, retry or help. Help will give you solutions to fix whatever problem you were prompted for.
     
  20. My computer crashed and I need to put the software back on but it is asking for a license number, where do I get that? You have an old version of ID Works or Preface that is no longer supported. You will need to upgrade. If you downloaded the Intro software you will need to call us to have that reset.  Ohter versions of the software do not require a license but rather come with a USB security key that must be plugged in to use the software.
     
  21. We are having issues installing and setting up our ID system where do I call for support? You can call us, 866-254-7840 or call Datacard, 800-328-3996. Other support numbers are available upon request