Unicard HID Fargo HDP5000 User manual

HID Fargo HDP5000 & HDP5600 Troubleshooting Guide
Unicard Systems Pty Ltd
Unit 35 / 8 Herbert Street
St Leonards NSW 2065
Ph: [phone]
Sales: [e-mail]
Support: [e-mail]
Web: www.unicard.com.au

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Contents
Introduction ......................................................................................................................................................................3
Printing Preferences..........................................................................................................................................................3
Warnings and Pop up messages ....................................................................................................................................... 3
Permissions and Printer Management .............................................................................................................................4
Restart the printer power .............................................................................................................................................5
Printer Driver and Firmware upgrade procedure .............................................................................................................6
Check for the latest version of driver and firmware.....................................................................................................7
Upgrading the printer driver......................................................................................................................................... 7
Upgrading the printer firmware....................................................................................................................................8
Resolving “Card Jam” ........................................................................................................................................................9
Prevent cards from getting stuck together.................................................................................................................10
Replacing the HDP5000 card printer transfer film..........................................................................................................11
Replacing the HDP5000 colour ribbon............................................................................................................................12
Resolving image issues....................................................................................................................................................13
Resolving the “Wrong Ribbon” error message...............................................................................................................15
Resolving the “Check Film” error message.....................................................................................................................16
Calibrate the Film Sensor................................................................................................................................................18
Resolving the “Check Ribbon” error message ................................................................................................................19
Calibrating the Ribbon ID sensor: ...................................................................................................................................19
Resolving incomplete or patchy image transfer issue ....................................................................................................20
Resolving incomplete image transfer issue <continued> ...........................................................................................21
Adjusting the Printed Image –Darker or Lighter............................................................................................................22
Resolving “Mag Verify Error”..........................................................................................................................................23
Cleaning the card printer: ...............................................................................................................................................24
Preparing the Printer for Cleaning..............................................................................................................................24
Remove the adhesive cleaning roller..........................................................................................................................24
Cleaning the Card Path Rollers (Every Film Change or 1500 cards)............................................................................25
Using the isopropyl alcohol soaked long cleaning card..........................................................................................25
Cleaning the Card Path (Every Colour Ribbon Change or 500 cards) .........................................................................27
Using the Adhesive cleaning card ...........................................................................................................................27

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Introduction
This guide will go through various common error messages and issues with the HID Fargo HDP5000 ID Card Printer.
Please use this guide to troubleshoot, diagnose and resolve issues you might experience with the printer.
Printing Preferences
Throughout this manual you will be required to Navigate to the “Printing Preferences”, in the printer driver.
To access the “Printing Preferences”, depending on the version of Windows you are working on, open the windows
“Control Panel” and go to the “Devices and Printers” or “Printers and Faxes”.
If you are unsure how to do this, please contact your I.T department.
On Windows 10 for example at the time of writing, to access the “Devices and Printers”
1. Click the Windows Start icon, type “Printers” and go to the “Devices and Printers”.
2. Right click on the “HDP5000 Card Printer” and select “Printer Properties”.
Warnings and Pop up messages
The printer will display warnings and error messages to you when there is an issue, for example:
If you are not receiving error messages that pop up when the printer is reporting a problem, you do not have full
permissions to manage the printer.
For troubleshooting and changing any printer settings, you must have permission to manage the printer.
To allow permissions, an administrator will need to login on the PC. (See next page for instructions)

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Permissions and Printer Management
To allow a user full access to control, manage and adjust printer settings if they are not a Windows Administrator,
the printer driver security settings must be adjusted to allow permissions.
Instructions for administrator:
1. Login on the PC connected to the card printer with an administrator account.
2. Click the Windows Start icon, type “Printers” and go to the “Devices and Printers”.
3. Right click on the “HDP5000 Card Printer” and select “Printer Properties”.
4. Click on the “Security” tab at the top of the “Printer Properties” window.
(The top pane is the list of users; the bottom is their permissions for the printer).
5. For every user in the top pane, click the 3 “Allow” radio buttons in the bottom pane.
Note: This must be done for all users in the list, ensure each user listed has all 3 permissions “Allow” boxes ticked.
6. Click “Apply” and “OK”
If the “allow” boxes are greyed out, you are not currently logged in with an administrator account.

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Print Queue and Cancelling Print Jobs
To communicate with the printer for troubleshooting, the printer needs to be “Ready”.
If there are print jobs pending in the printer queue, you will not be able to access the printer advanced settings.
When troubleshooting problems such as Card Jam, Check Ribbon, Check Film etc:
Start by cancelling any print jobs in the print queue. To do this, navigate to the windows “Devices and Printers”.
1. Click the Windows “Start” icon and type “Printers”.
2. Click on “Devices and Printers”
3. Double click on the “HDP5000 Card Printer” or Right Click and select “See what’s printing”.
4. Cancel any jobs in the queue.
You can either click “Printer” and “Cancel all documents”, or right click on print jobs one by one and click “Cancel”.
Once you have cancelled the print jobs restart the printer.
Restart the printer power
Unplug the printer power cable from the back of the printer, wait 5 seconds and reconnect the power.
This will cancel the current job, clear any jobs that are stuck in the queue, eject any cards that may be in the middle
of printing, reset the printhead and thermal transfer arm to their home positions and perform a quick self-test to
ensure the printer is operational. The printer display should return to “Ready”.

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Printer Driver and Firmware upgrade procedure
This guide will show you how to update your HDP5000 ID Card Printer to the latest version of printer driver and
firmware. You will be required to download 3 files, please save them to your desktop for easy access.
Check printer driver version.
1. Click ‘Start’ or click on the Windows ‘Orb’ (depending on your version of Windows)
2. Then go to ‘Printers and Faxes’ or ‘Devices and Printers’
3. Right click on “HDP5000 Card Printer” and select “Printing Preferences”.
4. Click on “About” – this will show you what version of the printer driver is installed.

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Check for the latest version of driver and firmware
Check the HID Global Drivers website for the latest version of printer driver and firmware:
https://www.hidglobal.com/drivers
Choose “Fargo” and then “HDP5000” or “HDP5600” (depending on your model) from the second drop down list.
You will need the download the printer driver, Fargo Workbench and the printer firmware.
Upgrading the printer driver
Attention: Before you start, unplug the printers USB cable.
1. Click the windows “START” button / icon
2. Type “Programs” and choose “Add or Remove Programs”
3. Find ‘HDP5000 Card printer’ in the list
4. Click on the HDP5000 Card Printer and then click “Uninstall”.
5. Follow the steps and completely remove the HDP5000 Card Printer.
6. Restart Your computer.
7. Install the latest driver.
Only plug in the printer USB cable when the driver installation wizard asks you to.

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Upgrading the printer firmware
From the HID Global drivers website: https://www.hidglobal.com/drivers
Download Fargo Workbench and the latest printer Firmware:
8. Install and run Fargo Workbench
9. Unzip the Firmware file to an easy to navigate to location, e.g. the PC desktop.
10. In Fargo Workbench; Choose the printer from the drop down list (top right)
11. Click the “Select Firmware File” button (bottom right)
12. Click “Begin Updating Firmware”.
13. Firmware update will take approximately 8 minutes.
Note: Do not unplug the printer during the firmware upgrade.

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Resolving “Card Jam”
A card jam can be caused by a number of reasons, the most common is 2 cards are “stuck” together and the printer
has feed 2 cards instead of 1.
1. Restart the printer. Unplug the power cord, wait 5 seconds and reconnect it. The printer will eject the cards.
Note: If restarting the printer did not eject the jammed card/s:
2. Open the printer front cover.
3. Remove the ribbon and film cartridges.
Important: When the HDP5000 front cover is open, the 2 buttons become “Forward” and “Back” buttons.
These are used to make all of the printer card path rollers turn either Forward or Backwards.
4. Lean the printer back and inspect the area above where the ribbon and film are normally loaded.
5. If you can see a jammed card, press and hold the “Forward” button and gently try to guide the card out with
a thumb or finger towards the exit side of the printer (left).
6. Once the cards are removed from the printer, reinstall the ribbon and film cartridges and restart the printer.
If you are unable to eject the jammed card/s from the printer, contact Unicard support.
Email [email protected]om.au to create a case in the Unicard support ticket case management system.

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Prevent cards from getting stuck together before loading cards, ensure the cards are properly separated.
Warning: Never touch the printing face surfaces of the cards.
To avoid contamination, use the supplied cotton gloves to handle cards at all times.
To separate or fan the card, hold the cards to be loaded by the sides.
Hold the cards vertically against a flat, clean surface such as a desktop.
If the deck is too thick for your hand to hold comfortably, use about half a deck at a time.
Push the stack back and forth to an angle of about 45 from vertical, so as to separate all of the cards.
Note: Static charges and edge burrs from the die-cutting process can render individual cards stuck together with
significant adhesion force. These cards MUST BE physically separated from each other before inserting into the
feeder; if not separated, feeding or printer jams may occur.