Zenius Tech Support

Troubleshooting Tips

ID Maker Zenius

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.