ID Maker Troubleshooting Guide

Our ID Maker Troubleshooting Guide includes valuable tips and tricks to diagnose and solve errors quickly and effectively. Match the error you are experiencing with your printer to one listed below, read the solution description carefully and follow the suggested action steps to resolve the issue. If you are still experiencing the issue you can submit a ticket to out tech team on our contact us page or call us at 1.866.438.4553. Also, check out our video library to see demos of ribbon replacements, software usage and more.

ID Maker 3.0
Solution

Failed to Initialize the File Paths Shutting Down

This error occurs when the application was not run as an administrator after installation. Right-click on the program shortcut and select “Run as Administrator” and the program should load properly. This only needs to be performed for the first run of the software, it can be run as a standard user from then on.


Pictures are coming in sideways

ID Maker 3.0 is not reading the photo file’s data properly. You can work around this issue by modifying the file in Microsoft Paint. Follow the instructions below on how to perform this:


  1. Within ID Maker 3.0, click “Browse” for the photo
  2. Locate the photo file you wish to import, right-click it and select “Edit”
  3. This will open the photo in Microsoft Paint.
  4. Click “Save” in Microsoft Paint. Close Microsoft Paint.
  5. Select and import the photo file, it should import with the proper rotation now.

Unable to open the project file This file cannot be opened.

This error typically occurs when attempting to open an ID Project file on an old version of ID Maker when the file has been modified by a newer one. To resolve this issue, download and install the latest version of ID Maker 3.0 from www.idville.com/techsupport on every computer that uses the software. Once the latest version is installed, open the ID Project file.


Failed to import the specified database

This error occurs when there is an issue with importing the .CSV or .TXT file as a database. Below are some general reasons why it may be failing to import


  • The .CSV or .TXT file is still open in a different program, such as Microsoft Excel. Close the file and try again.
  • There are not a proper number of headers in Row 1. Make sure every column that has text has a header. Try again.
  • If the .CSV file has been modified by Microsoft Excel (or is being converted from a spreadsheet) save the file as a .CSV (MS-DOS). After this has been completed, try again.
  • If there is any data in a cell outside of the columns with headers that is not supposed to be there, it will prevent the .CSV file from importing.

Same name appears on every card

This typically occurs when the name is typed into the “1. Template Design” tab of the software, and not the “2. Data Entry” tab of the software.

To correct this, follow these instructions:


  1. Go to the “1. Template Design” tab, highlight the name that is appear on every card
  2. Click the “Text” button, then select “Insert”, then select “Data field text”
  3. Insert the datafield text corresponding to the name. Such as “FNAME” for first name or “LNAME” for last name.
  4. The field should appear on the card in a dotted box. Once this is there, go back to the “2. Data Entry” tab and the names should be filling onto the card properly.
ID Maker Secure, Advantage, Value
Solution

White Line across Printed Cards

If this only happens on some cards there is likely dust or other contamination on the cards. However, if this is consistently on every card printed, it is likely that the printhead is damaged. If printer cleaning is not carried out as advised (at every dye film change) the chance of printing problems and printhead damage is greatly increased. Under these circumstances the complete printhead will have to be replaced, it cannot be repaired. Below is an example of a damaged printhead. Check your warranty terms for printhead cover and call IDville tech support at 1.866.438.4553.
Photo of ID Maker Damaged Printhead


Switch to dual-sided Printing

Navigate to "Devices and Printers"> right click your ID Maker> select "Printing Preferences"> change duplex printing from front only to both sides. Next, click on the card back and select if you will be printing the second side in color or B/W. Lastly, close your ID Maker software and reopen to allow the changes to be saved.
Photo of ID Maker Dual Sided Printing


Double Sided Printing Option is Grayed out in Driver Settings

  1. Update to the latest Driver and Firmware and check if the screen displays DUO. If not, call tech support
  2. Remove the dye film and power cycle the printer. Power cycle is found within the ID Maker software. Check if the screen displays DUO. If not, call tech support.
  3. Once the DUO option is displayed, right click and remove the printer from "devices and printers", unplug the power, swap the USB lead to a different port on the computer and plug the power cord back in.
After these steps, double sided printing should be restored shortly. If these steps do not work, try switching the USB port the printer is plugged into.


Driver Install

  1. Unplug power from printer.
  2. If any special printer settings make note of those and then remove the ID Maker printers from devices and printers.
  3. Go to Programs and Features and uninstall printer driver. If multiples printer drivers listed uninstall all printer drivers. Reboot each time if requested.
  4. Open Devices and printers, click on any printer, then click Print Server Properties at the top
  5. On the Driver tab, make sure there are no ID Maker printer drivers listed. If there are, remove them
  6. Download the driver for your Advantage printer from www.idville.com/techsupport and install it.
  7. Once done with install connect power to printer.
  8. If you have Windows 7: Once the printer is on, a box may pop up saying searching Windows update for driver. Click that pop up box and click on “Skip obtaining Drivers from Windows Update”. You may have to click it multiple times
  9. Set settings in Devices and printers by right clicking and then click printer preferences. User must have rights to manage printer and documents to change printer settings.
After these steps, double sided printing should be restored shortly. If these steps do not work, try switching the USB port the printer is plugged into.


Dye Film Sticking to Card

Clean your printer by following the printer specific cleaning routine found in the printer manual. If the main print roller is not perfectly clean the card can slip during the printing process, causing the film to break, or stick to the card. Below is an image of a clean vs. very dirty roller.
Photo of ID Maker Main Roller
If you clean your ID card printer and the problem persists, the printer is most likely printing at too high of a density. Changing the printing density can be done within the ID card software but we recommend contacting your software supplier to get help as this can be difficult to find in the menu. If you are using ID Maker software give our tech team a call at 1.866.438.4553. If you do choose to go about it alone we suggest reducing the print density by 200 points and testing it. Note that reducing the density will result in a lighter print.


Windows 7, 8, and 10 Printer Reset

In order to perform this reset you must have administrator right on the computer.**

  1. Search Command Prompt
  2. Open command prompt as administrator (right click and select run as administrator)
  3. Copy and paste this command line right after C:\> net stop spooler && del /q %WINDIR%\system32\spool\printers\* && net start spooler and press enter.
  4. Open "Devices and Printers" and right click any ID Printers by selecting "Remove Device"
  5. Unplug the power to the printer and plug it back in.
  6. Wait for installation
  7. All ready to go

Error 0220 | Out of Cards

In nearly all cases this error will be raised because the rear feed roller requires a thorough clean. Please follow the printer specific cleaning routine found in our video library.


Error 16:00 Power Supply

The Power Supply Unit (PSU) must match exactly what the PSU PC OUTPUT shows on the bottom of the printer. Using the incorrect PSU can cause faint or light printing, permanently damage the printer's controller PCB and invalidate the warranty.

Power supply for the ID Maker Advantage and Value:

Photo of ID Maker Advantage and Value Power Supply

Error 24:03

Upgrade to the newest firmware. Make sure the printer is on and ready. Next, download and save the firmware file, which can be found here. Run the firmware file and the printer will reset.


Error 24:08

This error message only displays if the printer is set to hand feed. Make sure you are feeding the cards in the front slot just under the buttons or return the printer to feed from the hopper.


Error 24:15

This error occurs when the rear sensor is blocked. Open the printer lid and check toward the rear for any foreign objects, dust, etc. Remove if any are found. Clean the printer with the recommended cleaning routine found in our video library. Next, run the sensor test which can be found in your ID Maker software by selecting Menu>Sensor Test>Rear Sensor. If the rear sensor is still blocked, answering (X) to the test, call IDville tech support at 1.866.438.4553.


Error 24:24

This error occurs when the mid sensor is blocked. Open the printer lid and check for any stuck cards, foreign objects, dust, etc. Remove if any are found. Clean the printer with the recommended cleaning routine found in the printer manual. Next, run the sensor test which can be found in your ID Maker software by selecting Menu>Sensor Test>Mid Sensor.
Photo of ID Maker Menu
If the mid sensor is still blocked, answering (X) to the test, call IDville tech support at 1.866.438.4553.


Error 25:00

This error occurs when the printer struggles to detect the dye film panels. Check the Dye LED's operation by opening the printer lid and holding down the menu button>select Sensor Test>Dye Sensor. Visually check the LED's. You should see three LEDs illuminated: Red, Blue, & Green.
Photo of ID Maker Sensor
If any of the three are not illuminated call IDville tech support at 1.866.438.4553.

ID Maker Primacy and Zenius
Solution

White Line across Printed Cards

If this only happens on some cards there is likely dust or other contamination on the cards. However, if this is consistently on every card printed, it is likely that the printhead is damaged. If printer cleaning is not carried out as advised (at every dye film change) the chance of printing problems and printhead damage is greatly increased. Under these circumstances the complete printhead will have to be replaced, it cannot be repaired. Below is an example of a damaged printhead. Check your warranty terms for printhead cover and call IDville tech support at 1.866.438.4553.

Photo of ID Maker Damaged Printhead

Mechanical Error

Mechanical error is the equivalent of a printer jam. Before continuing, open up the lid of the printer and remove any stuck cards before proceeding. Below are some common reasons why a mechanical error might have occurred:

  • The slider in the front of the printer is not set to the correct setting. IDville’s standard PVC card is 30 mil. If you are using a different type of card, check the mil spec of the card and adjust the slider to match it.
  • The printer has not been cleaned. Perform a regular printer cleaning and see if the issue persists.
  • The printer needs to be power cycled. Remove any jammed cards from the printer, unplug the power cable from the printer for 5 minutes. Then power the printer back on.
If none of the steps above resolve the issue, please call our tech support line for further troubleshooting.


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