IDP Smart 31 Card Printer Support

This page covers the most common technical-based questions we receive about the IDP Smart 31 ID Card Printer.

The following FAQs apply to the IDP Smart 31S (single-sided), IDP Smart 31D (dual-sided) and the IDP Smart 31R (rewritable) models.

How do I resolve a breaking ribbon?

To repair the broken ribbon in the IDP Smart 31: 

  1. Open the top cover and remove the ribbon cartridge.
  2. Pull the two broken ends together and reattach them with tape.
  3. Place the ribbon cartridge back into the printer.

Ribbon breakages occur from time to time, but if it keeps recurring then you should carry out a thorough clean of your printer, check your cards are not contaminated and that the colour density of the printer is not set too low or high. You can do this by adjusting the print head power. 

How do I adjust the print head power?

To adjust the print head power on the IDP Smart 31: 

  1. Go to the ‘Devices and Printers’ folder in your computer, and right-click on the IDP Smart 31. 
  2. From the drop-down menu, click into ‘Printing Preferences’.
  3. In the window, click into the ‘Advanced’ tab.
  4. Increase the ‘Main’ Setting that is found directly under ‘Colour Correction’. 
  5. Click ‘OK’ to save your changes. 
  6. You should increase or decrease this in increments of 5 and carry out a test print until satisfied with your adjustment. 

How do I resolve 'Ribbon Not Found' error?

To resolve ‘Ribbon Not Found’ error occuring with the IDP Smart 31: 

  1. Ensure the printer ribbon is correctly installed and in position.
  2. Make sure the RFID tag on the ribbon is intact – without this the IDP Smart 31 can’t communicate with the ribbon. You should always use approved IDP Smart printer ribbons. If you’re using an uncertified ribbon, you will have to purchase a new one. 

How do I resolve 'Ribbon Search Error'?

If you get this error message, it’s a sign the ribbon has not be recognised. To resolve this: 

  1. Ensure the ribbon balance is correct using the left LED button on the front of the printer. 
  2. Make sure the ribbon is correctly installed and in position. 
  3. Ensure there is no dirt around the ‘Colour In / Out’ sensor by cleaning it with a cotton swab. 

How do I install the driver?

To install the IDP Smart 31 driver: 

  1. Insert the CD ROM supplied with your printer and click ‘Driver Install’ when prompted.
  2. When ‘User Account Control’ opens, click ‘Yes’.
  3. Ensure your printer is turned off, click ‘Next’. 
  4. The driver is now ready to be installed. Only click ‘Next’ if the printer is connected via the USB port. 
  5.  Turn on the printer, and when prompted select the IDP Smart 31 Card Printer. Click ‘OK’.
  6. When the driver installation is complete, click ‘Close’. 
You can check that the driver has been installed correctly by printing a test card. 
 

How do I update the firmware?

You need to download firmware updates directly from the IDP website here: https://www.idp-corp.com/index/bbs/board.php?bo_table=s4_1&cate=11 

  1. Run the file named ‘CardPrinterFirmware’ and when prompted, select the device you want to update (Card Printer / Flipper / Laminator). You should select your IDP Smart 31 from the list. 
  2. Click the ‘Update’ button to run the firmware update automatically. The printer will reboot at this point. 
  3. Your IDP Smart 31 firmware will now be installed. 

Important note: Don’t close the download window before it has successfully finished the update, and ensure you do not turn off or disconnect your printer. 

Why are my cards not moving into the printer?

Sometimes cards can refuse to move into the printer from the input hopper. To resolve this, you should check: 

  1. You’re using standard CR80-sized cards
  2. The card thickness control level is allowing the cards to flow freely.
  3. The cards are aligned properly
  4. The cards don’t have any moisture on them and are free of static electricity. 

How do I install the printer ribbon and cleaning roller?

IDP Smart 31 printer cartridge also features a cleaning roller. This is an adhesive sphere that removes dust particles from cards before printing. To install the ribbon and cleaning roller: 

  1. Ensure the printer is off and then open the printer top cover. 
  2. Remove the ribbon cartridge. (The cartridge also contains the cleaning roller)
  3. Take the old ribbon out and install the new one into the relevant slots.
  4. Install a ribbon into the ribbon cartridge, sliding it into position and clipping it into place. 
  5. Peel the protective wrapper from the cleaning roller and ensure you don’t contaminate the adhesive. 
  6. Replace the cleaning roller ensuring you clip it into position. 
  7. Install the cartridge back into the printer and close the lid. 

How do I clean the IDP Smart 31?

To carry out a clean on the IDP Smart 31 printer, you need to use the ‘Long Cleaning Card’. 

  1. Connect your Smart 31 to the computer and turn it on. Prepare the ‘Long Cleaning Card’ by removing it from its packaging. 
  2. Open the hopper and top cover and take out the ribbon cartridge and any cards. 
  3. Insert the long cleaning card into the printer through the input hopper. When it is inserted, it will start moving automatically. It’s normal for the rollers to move the cleaning card along on its own.
  4. Close the top cover to clean the print head and the printing roller. When the top cover is closed, the cleaning card will move back and forth to clean it. 
  5. The long cleaning card will be ejected from the printer automatically after the cleaning has been completed. 
  6. Replace the printer cartridge.

IDP Smart 31 resources

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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. 

Printers purchased from Digital ID include IDCare® – a class-leading package that includes lifetime email support and 30 days of free telephone support. Our most popular add-on package – IDCare Plus+® – is a great idea if your card printing is business-critical. Advantages include priority telephone support, annual printer servicing*, remote installation options and zero labour costs. We can assist non-Digital ID customers too, but please note that charges and deferred response times may apply.
*Printer servicing will not invalidate manufacturer warranty.
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