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Help and FAQ Overview

Solving printer or software issues quickly and professionally is our priority. Some are more complicated than others, which is why we have knowledgeable staff in-house ready to help!

Below is a list of the most frequently asked questions we receive. Although this list is not complete, we will continue to update our database as additional questions arise.

Please contact Total ID Solutions if you cannot find the answer to your question, check out our online support page, or if you’d like to have a question added to our list.

FAQ’s

Choose a category that matches your issue and browse the FAQs for answers. Need more help? Call us at 1-440-955-6000

Not sure why your printer isn't working?

Evolis LED control panel

Check out the full list of LED control panels for Evolis, featuring light-up indicators with descriptions of potential issues.

Zebra Display Error

View the full catalog of display errors for Zebra, featuring error codes and their meanings.

My printer is not printing

Check the print queue.
Check cables are connected correctly.
Check media is present in printer. (cards/ribbon/laminate).
Pull the power and plug it back in after 10 seconds.

Call our support number 1 440 944 6000 if problem persists or fill out the tech support form and we will get back to your shortly.

No LED is on, including the power button. What should I do?

If no LED light is on, including the power button, please check the following items:

Is the power supply connected to a live electrical wall socket?
Is the power supply the one that came with your Evolis printer?
Is the power supply faulty? (The power supply displays a green light when it operates properly).
Is the power supply suitably connected to the printer?

Call our support number 1 440 944 6000 if problem persists or fill out the tech support form and we will get back to your shortly.

I have one or multiple horizontal white lines on my printed cards. What can I do?

White lines on a printed card means that the print head is unable to heat the ribbon in this zone: the ink cannot be diffused/applied correctly onto the card surface.
This issue may arise from either a dirty or faulty print head.
Clean the print head (go to the section below to learn more).
If cleaning does not clear this defect.

Call our support number 1 440 944 6000 if problem persists or fill out the tech support form and we will get back to your shortly.

How do I clean my printer?

Evolis Primacy 1 & 2

Open the Evolis Print Center/Evolis Premium Suite 2
- EPC:
  - Double-click on the printer you need to clean in the EPC
  - Select the “cleaning” tab on the left
  - Select “Clean Printer”
  - Follow on-screen prompts exactly
- EPS2:
  - Open the EPS2 and select the printer you need to clean
  - Select the “Cleaning” button on the screen
  - Follow on-screen prompts exactly

Call our support number 1 440 944 6000 if having difficulty completing a clean or fill out the tech support form and we will get back to your shortly.

Zebra ZXPS7

Gather your cleaning supplies for the cleaning you need to complete
- Card path cleaning card
- Card Feeder cleaning card
- Print head cleaning swab
- Laminator cleaning card (if your Zebra has a laminator)
- Laminator adhesive cleaning card (if your Zebra has a laminator)
Open control panel/devices & printers on your computer with the Zebra installed
Right click on the Zebra printer and select “Printer Properties”
Click the “Open Zebra Toolbox” Button
Select the “Cleaning” tab on the left side
Select “Clean” button for the Card Path and Feeder (& laminator if printer includes a laminator)
Follow on-screen prompts exactly

Call our support number 1 440 944 6000 if having difficulty completing a clean or fill out the tech support form and we will get back to your shortly.

Nothing happens when I try to clean my Evolis printer. What am I doing wrong?

Make sure there are no jobs in the print queue.
Clear all jobs and recycle printer power.
Go to your list of printers and faxes.
Right click on the Evolis printer.
Click on “Printing Preferences.”
Click on the “Tools” tab.
Click on Printer Self Cleaning.
Follow the onscreen instructions.

Call our support number 1 440 944 6000 if having difficulty completing a clean or fill out the tech support form and we will get back to your shortly.

Having trouble with access control?

I have readers on each side of a door (inside and outside) and want to disallow access unless a card user has scanned both in AND out.

To do this, you will need to purchase the Professional version of the Net2 software.
After installing the Professional version, the feature is called “Anti-Passback” and can be found within the door setup parameters (Right-click on door name and select Properties).
Anti-Passback is either On or Off – and not much configuration is needed beyond turning it on.

Call our support number 1 440 944 6000 if problem persists or fill out the tech support form and we will get back to your shortly.

I cannot encode a magnetic card. What can I do?

Check the card position inside the feeder (see figure under the feeder)
Clean the printer with an Evolis cleaning card (see Evolis user’s guide for your printer and follow procedure)
In the Driver Properties/Tools/Encoder Settings screen, check if the coercivity is the same as that of the magnetic cards (stripe color) and then click the Set button before clicking OK.
Check if the data is correct (number of characters and/or allowed characters).

Call our support number 1 440 944 6000 if problem persists or fill out the tech support form and we will get back to your shortly.

Are the correct start/stop sentinels configured for magnetic encoding?

Each printer brand uses different start/stop sentinels.
Your card management software should include a feature to automatically apply the correct defaults based on the printer in use.

Call our support number 1 440 944 6000 if still have a question or fill out the tech support form and we will get back to your shortly.

How can I make my Barcode Scanner automatically check people in and out to avoid clicking the button manually?

The readers have to be programmed to allow for an F12 preamble, which is the shortcut key that pops up the quick sign in/out window.
Since all barcode readers are different, and many require a programmers manual, call our support number at 1 440 944 6000 if still have a question or fill out the tech support form and we will get back to your shortly.

FIND AN ANSWER TO YOUR ISSUE

Help and FAQ Overview

FAQ’s

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Potential Supplies

Gripper XL

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Potential Supplies

Custom Lanyards

Lanyard