This page covers the most faq’s support based questions we receive about the Evolis Primacy ID Card Printer.
Our support team have collated some of the most frequently asked questions we receive about it and provided some helpful answers.
Just click on the questions below to scroll to useful tips and troubleshooting advice.
Remember, our support team can help you further if you can’t find your answer here.
If you suffer a card jam in the Primacy, the yellow warning light will illuminate on the front of your printer (hazard triangle). To resolve the jam:
To prevent a card jam occurring in the Primacy:
You can find firmware and driver updates at:
Once downloaded, update the firmware by:
Note: If the printer is not showing a ‘READY’ status, this means that the update has not been carried out correctly or, that the printer is not working.
To resolve a broken ribbon in the Primacy printer, remove the ribbon and tape the broken ends back together. If the ribbon continues to break:
To print a technical test card:
To print a graphic test card:
To calibrate the flipper sensors:
To increase the resin heat on the Primacy:
There are a number of things that can lead to a drop in print quality. To avoid them, Evolis recommends checking the card surface. Dirty cards can adversely affect quality. You should carry out printer cleaning the Primacy after 1,000 cards. A warning light will flash at this point and it’s important to carry out the clean: any more than 1,200 cards printed between routine cleaning cycles will invalidate the warranty.
If white lines are appearing on your cards, it may be due to a dirty print head. If your cards are printing blurred, check the ribbon is in the correct position, the printer is clean and you are using compatible cards.
Instructions from Evolis on carrying out a routine cleaning procedure are as follows:
It’s important you follow this procedure. Not doing so could result in a voided warranty.
Evolis recommends carrying out a more in-depth clean every five routine cleaning cycles. To do this you’ll need Evolis’ High Trust maintenance kit.
To carry out the advanced cleaning cycle:
Printer downtime can quickly escalate from a slight inconvenience to a business-critical issue. That’s why Digital ID offers best-in-class support packages to meet the requirements of all our customers. In-house technical experts are on hand to solve your problem, big or small.