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Evolis Dualys3 Support FAQs
Frequently Asked Questions
- Can I plug the power supply of another EVOLIS printer into my printer?
Yes, you can. The power supplies of other Evolis printers are uniform for Tattoo, Tattoo RW, Tattoo2, Tattoo RW 2, Pebble2/3/4, Dualys1/2/3, and Quantum 1:
Input AC: 100-240V ~ 1.8A
50-60Hz
Output: 24V, 3.0A
Only the SECURION printer requires a special power supply. It is the same used for Quantum 2. This power supply is not compatible with the other Evolis Card Printers. (Tattoo, Tattoo RW, Tattoo2, Tattoo RW 2, Pebble2/3/4, Dualys1/2/3, and Quantum 1).
In the same way, the other Evolis Card Printers power supplies (Tattoo, Tattoo RW, Tattoo2, Tattoo RW 2, Pebble2/3/4, Dualys1/2/3, and Quantum 1) are not compatible with Securion Printer (except the Quantum 2 one). - What types of ports are available on Dualys 3?
The standard port which is installed on the Dualys3 printer is the USB port. However, an Ethernet port is available as an option. Note that Ethernet connectivity is included for printers shipped with the smart or/and contactless option(s). - Can I connect my printer to my corporate network?
Yes, the printer can be linked to an IP or IPv4-based network using the Ethernet port (provided as an option). This can be implemented during the driver setup or manually. An embedded web server and documentation are available to edit/manage all Ethernet settings (IP address, DHCP, Subnet mask, Gateway, Host name…). For more information on the subject, please contact us, 800-965-5932. - How to connect my printer to my corporate network if I don’t have an Ethernet option?
Printers with a LPT port (models before Pebble4) can be networked via a print server. - What is a Firmware?
A firmware is a resident software, embedded in a flash memory on the main board and that operates as a layer between the hardware and the software. It is mainly used to directly manage the resource and is provided by Evolis for exclusive use with its printers. A regular update is strongly advised to receive all the latest improvements:
Enhanced performances
New command(s) and feature(s)
Bug fixing.
Each main board has its own firmware, which can be downloaded from this website.
Note: The Secution printer has got 2 firmwares : a first one for the printing station and another one for the lamination station. You can up-to-date these 2 firmwares using only one file (*.exe). - What is a driver?
A driver is software used to communicate with the printer through the computer in order to manage ribbon choice, print intensity, contrast, insertion modes, magnetic settings, lamination settings, etc. The driver also broadcasts internal notification and information from the printer. The driver must be installed before the first use of the printer and must be compatible with the target operating system. - How can I know which driver and/or firmware version is installed in my printer?
To know the driver version in use by the computer, open the Driver Properties/Graphic screen and click the About menu item.
The driver version will be required by Evolis whenever you need assistance.
To know the firmware version of an Evolis printer, open the Driver Properties/Tools menu screen and click the Printer self test button:
A technical test card will then be output to the printer, stating the current firmware version of the printer, as shown below:
- How can I upgrade a firmware?
All the latest firmware versions can be found on the Evolis website:
Download and unzip the firmware onto your hard disk.
Connect your printer to the computer and switch it on.
Click on the EXE file and follow the instructions on the screen.
Select your printer and click on “update Firmware”
Wait for the up & down movement of the print head when the update is complete. You can check if the update has been successful by sending the Rfv command (or by opening the Dialog Box with the printer).
- What settings of the computer should I check before installing a driver?
Before starting an Evolis driver installation on a Windows, Mac or Linux platform, make sure you are logged-in with ADMINISTRATOR rights, or else the computer will turn down the driver’s installation. Make sure that the installation package you are using is compatible with your OS. - Which operating system is Dualys3 compatible with?
Dualys 3 drivers are available for the following platforms:
Windows XP (32 bit) /2003/Vista (32- & 64-bit)
Windows 7 32/64 bit
Mac OS X 10.2, 10.3, 10.4, 10.5 & 10.6
All Linux-based platforms. - Where can I find drivers?
All the Evolis drivers can be found on the CD-ROM provided with the printer or can be downloaded from our web site. - How can commands be sent to the printer?
Evolis escape command are used to- Adjust internal parameters
- Read internal parameters
- Develop application
Two sections to send commands through the driver
- Driver properties/Tools/Direct command to printer
- Command can be sent but answering not possible
Driver properties/Tools/Dialog with printer
- Command/answer can be sent/received to/from the printer
Syntax
- Each command start with a CAPITAL letter
- The separator characters is semicolon (;)
- Is there a programming guide available?
To develop your own application(s) and monitor all Evolis printers, a development kit is available for download, which provides you with all the tools, escape commands, DLL and code samples that you require. Please contact us for more information, 800-965-5932. - Which software applications are compatible with Evolis printers?
Evolis printers use Windows drivers that let you print using most printing/desktop software. Before printing, make sure the dimensions of the card (ISO CR80) are accurate. For encoding, compatibility with an Evolis printer is a matter of software design. For more information, please directly contact us or the appropriate software vendor. - Where can I download the eMedia software?
The latest version of the eMedia Card Designer software can be downloaded directly from the eMedia website. - I have a problem with eMedia software. What can I do?
All requests/questions/comments regarding eMedia software have to be sent to the following email address: support@emedia-cards.com. Technical notes as well as a quick start guide are also available on www.emedia-cards.com. - The eMedia Card Design software prints the word DEMONSTRATION on all of my cards. What should I do?
DEMONSTRATION will be printed on the card if the demonstration mode is activated, or if the trial version has expired (after 30 days).To upgrade the eMedia trial version to a standard version, please call our sales department, 800-965-5932. - On which types of cards can Dualys print?
It will print on all PVC, composite PVC, composite PET, composite ABS* as well as specially varnished* cards. Please note that printing quality may vary depending of the card manufacturer. Paper cards can only be used with the Tattoo model only, not with Dualys.
* Subject to specific conditions. - What are the dimensions of cards compatible with the printer?
The dimensions of the card that will be used with the Evolis printer must be strictly respected. These dimensions correspond to the ISO CR80 norm as described below:
For the card thickness a manual gauge will allow you to use cards from 0.25 (10mil) to 1mm (40mil) - Cards are not being fed. What can I do?
During printing, if a card remains in the feeder or gets stuck in the middle of the printer, please check the following points:
1. Has the printing job been correctly sent to the printer? If en error has occurred, the Windows toolbar will display a red circle with a question mark on the printer icon.
2. Is the card thickness gauge adjusted to the actual card thickness?
3. Clean the printer.
4. Make sure that the cards are not sticking together, and also, that they meet all compatibility requirements from your printer. - Can I print on transparent cards?
Due to the presence of INFRARED sensors which are used for the cards synchronization, the transparent or translucent card cannot be used correctly with the Evolis printers. - How can I install and configure a ribbon?
This guide can be read from the Evolis CD-ROM that has been provided with the printer or click here to see the Evolis Dualys3 User Guide.
After installation, open the print setup/Driver properties/Graphic and choose the correct ribbon color installed inside the printer (No button to click).
- What are the driver settings for double-sided printing?
When dual-sided printing is selected, use the driver to configure the reverse side settings. Different panel printing options are also available for color ribbons.
- Which ribbon should I use to print double-sided?
All Evolis ribbons can be used for dual-sided printing. Remember to select the dual-sided printing option before printing. For color printings, the following options are available:
YMCKOK: color printing on the front and monochrome printing on the reverse. Use a 6-panel ribbons.
YMCKO/YMCKO: color printing on both the front and reverse sides. Use a 5-panel or half-panel color ribbons .
YMCOK: color printing and a varnish overlay on the front, monochrome printing on the back. Use a 5-panel or half-panel color ribbons only.
YMCKO: color printing on the front (no varnish overlay), monochrome/overlay printing on the back. Usea 5-panel or half-panel color ribbons only. - How many cards can I print with one ribbon?
The 6-panel color ribbon – YMCKOK – can print 200 cards (color on one side/black on the other).
The 5-panel color ribbon – YMCKO – can print 200 cards on 1 side.
The half-panel color ribbon – 1/2 YMCKO – can print 400 cards on 1 side.
The 2-panel ribbon – KO – can print 500 cards on 1 side.
The monochrome ribbons – can print up to 1000 cards (for a maximum printing area of 70 mm per card).
The hologram ribbon – H – can print 350 cards on 1 side.
Important note : every time the printer cover is opened and closed, the color ribbon will automatically be synchronized to the subsequent yellow panel. - What does YMCKO mean?
YMCKO refers to a 5-panel ribbon. Each letter matches up to a panel color:
Y Yellow
M Magenta
C Cyan
K blacK
O Overlay - What are the colors available for monochrome printing?
Monochrome printing can be performed with different color ribbons:
Black, Blue, Green, Red, Gold, Silver, Scratch-off (not for the Tattoo 2), White and Black Wax - What are the Pantone references of the Blue, Red and Green monochrome ribbons?
The Pantone references are :
Blue: 300C
Red: 186C
Green: 356C - What is the difference between the Black mono ribbon and the Black Wax ribbon?
The difference between the standard black monochrome ribbon and the Black Wax one is in the ink composition. The Black Wax ribbon will enable you to print on cards (ABS, paper …) which are not compatible with the standard black ribbon. - What is a half-panel ribbon?
anel YMCKO color ribbon. The difference between the standard YMCKO ribbon and the half-panel ribbon is in the Yellow, Magenta and Cyan panels which have a maximum length of 35 mm. This ribbon is useful and cost-effective if the color-printed area of your layout is no bigger than a logo or an ID picture.
- Can I use a generic ribbon?
ONLY Evolis ribbons must be used with an Evolis printer. Using generic ribbons with an Evolis printer will expose you to printing problems, plus, the warranty will be null and void. No support request will be entertained if generic ribbons have been used. - My ribbon gets cut. What can I do?
If the ribbon gets cut during the printing process, please check the following points:
Clean the printer.
Check within the Driver Properties/Graphic menu if the contrast or quality values are not too high.
Check if the ribbon is not faulty (replace it with a new one)
Are you using a genuine Evolis ribbon? - The printer skips some panels of my color ribbon. What can I do?
If the printer skips ribbon panels during the printing process, please check the following points:
Make sure you are using a genuine Evolis ribbon (not a generic one)
Make sure the printer has been upgraded with the latest firmware
Within the Driver Properties/Graphic screen, make sure that the selected ribbon type is correct and click on the Set Ribbon button to validate
Make sure there is a color ribbon inside the printer. Open the Driver Properties/Tools/Bi-directional communication screen and send the following command which will adjust the color sensor: Sa;c .
If you still have the same glitch even after following these points, please contact your our tech department. - Can I re-print on cards printed with a YMCKO ribbon?
It’s not possible to print with an YMCKO ribbon on a card that has already been printed with this ribbon. The ink can be applied only once on each side of the card. In fact, printing will optimize colors only on a white background. - What is the print resolution of the printer?
The resolution, i.e. the details in an image, is of 300 dpi (11.8 dots/mm). - Does Dualys3 support print heads of other or previous printer models?
For mechanical, adjustment and warranty reasons, print heads from the other and previous models are not compatible with Dualys3. Each print head comes with a specific part number. - I have one or multiple horizontal white lines on my printed cards. What can I do?
White lines on the printed cards mean that the print head is unable to heat the ribbon in this zone: the ink cannot be diffused/applied correctly onto the card surface. This issue may arise from a dirty or faulty print head.
If cleaning of the print head does not clear this defect, please contact our tech department, 800-965-5932.
- I have a white margin on the edge(s) of the printed card. What can I do?
The white margins on the edges of the printed card can be reduced by changing the offset settings. A technical process will allow you to move the position of the image and increase/reduce the number of printed lines on the card. For more information, please contact our tech department, 800-965-5932. - The printed colors are too dark or too light. What can I do?
If the colors on the printed card are too dark or too light, the following points have to be checked:
1. Are the contrast/intensity values too high or to low?
2. Is the power supply an Evolis one?
3. Make sure that the Evolis power supply is not faulty.
If the issue remains even after checking these points, please contact our tech department, 800-965-5932
. - The printing quality is not good in the area around the chip. What can I do?
This issue relates to the quality of the card.
The card’s flatness (which is really important with sublimation printers) is thinner around the chip area. Ink cannot be applied appropriately onto this area. The only way to resolve this defect is to use higher-quality cards
. - The printed colors are different from what I see on my screen. What can I do?
A color profile may solve this issue; check the following points:
The color profile of your screen needs to be installed on your computer. Contact your IT Manager for more information.
Select the Evolis color profile from the printer driver as indicated below:
Open the Driver Properties/Color Management screen and select the Evolis Profile (evolis_profile_v701) which was installed during driver setup.
- LED(s) of the control panel are on. What does it mean?
The “User’s Guide” provides you a clear explanation of every LED on the control panel. This guide is available on the Evolis CD-ROM shipped with the printer, or, it can also be downloaded from our website. - How can I launch a cleaning cycle?
Please refer to the Evolis Dualys3 User Guide or to the “How to” delivered on the CD with the printer. - How do I clean the printhead?
Please refer to the Evolis Dualys3 User Guide or to the “How to” delivered on the CD with the printer. - How do I clean the cleaning roller?
Please refer to the Evolis Dualys3 User Guide or to the “How to” delivered on the CD with the printer. - How do I clean the printer interior?
Please refer to the Evolis Dualys3 User Guide or to the “How to” delivered on the CD with the printer. - No LED is on, including the power button. What should I do?
If no LED light is on, including the power button, please check the following points:
Is the power supply connected to a live electrical wall socket?
Is the power supply an Evolis one?
Is the power supply faulty? (The power supply displays a green light when it operates properly).
Is the power supply suitably connected to the printer? - I need a spare part for my printer. Who should I contact?Contact us for information on printer spare parts, 800-965-5932.
- Which encoding options are available for Dualys? Which are the options that can be combined?
The different encoding options available in the Dualys (2&3) printer are:
ISO7811 or JIS2 compliant magnetic encoder – HiCo/LoCo (upgrade can be performed on customer site).
ISO7816-2 compliant smart contact station (coupler has to be ordered separately).
Smart contact station + integrated coupler (GEMCORE EMV410, OMNIKEY Cardman 5121).
Various contactless integrated encoding units.
Three encoding options can be installed together for the same printer (Magnetic, Smart, Contactless). - How do I know if my cards are HICO or LOCO?
The easiest way to visually determine if a stripe on a card is Hico or Loco is by checking the color of the stripe. Hico stripes are black and Loco stripes are brown. This information applies to magnetic cards provided by Evolis but does not hold good for all manufacturers. If you are using cards from another manufacturer, please check up on the specifications. - I cannot encode a magnetic card. What can I do?
1. Check the card positioning inside the feeder (see figure under the feeder)
2. Clean the printer with an Evolis cleaning card (see Evolis Dualys3 User Guide for the procedure)
3. In the Driver Properties/Tools/Encoder Settings screen, check if the coercivity is the same as that of the magnetic cards (stripe color) and then click the Set button before clicking OK
4. Check if the data is correct (number of characters and/or allowed characters).
If the issue remains even after checking these points, please contact our tech department 800-965-5932. - How can I test if my magnetic encoding option is working correctly?
The coercivity has to be set in the driver before any magnetic encoding is carried out. Go to the Driver Properties/Tools/Encoder Settings screen:
After checking the coercivity settings, a simple encoding test can be done from the Driver Properties/Tools/Bi-directional communication screen:
- I cannot encode magnetic cards correctly with Card 5 software. What can I do?
Card 5 offers 2 possible ways of sending the printing/encoding job to the printer: (1) by using the integrated Evolis driver (DCL Driver), or (2) by using the Windows Evolis driver (installed by the user). With the DCL driver, magnetic encoding requires no adjustment, except for the level of coercitivity. With the Windows Evolis driver, the Lead-in code and Trailer have to be changed from the Evolis driver or from Card 5. In the Evolis Driver Properties/Tools/Encoder Settings screen, change the Lead-in and the Trailer values as shown below:
- What should I check before ordering a contactless/smart printer?
Before ordering a printer with an integrated smart/contactless coupler, make sure the cards and the application you are using are compatible with the coupler. Technical brochure for each coupler can be found on the relevant manufacturer’s website. - Can I encode smart or contactless cards using the Ethernet port?
Printing and magnetic data can be sent to the printer through the Evolis Ethernet port. Smart or/and contactless encoding data have to be handled locally. - I bought a Dualys but I would like to upgrade it with encoding option(s). Is it possible?
Yes, it is possible to upgrade your printer with a magnetic, contactless or smart encoder. Call us at 800-965-5932 for a quote. - What are the warranty conditions?
The warranty period for the Dualys3 printer and print head is 3 years.The new warranty applies on printers sold with new serial number format (eg: 12345678901).
Click here to access the New Warranty Conditions
Each Evolis printer shipped will now come with the new Limited Warranty Conditions enclosed in each carton and are also displayed on the second screen of the driver setup wizard.
Any product with the old serial number format (eg: PB08123456789) will continue to be covered by the previous warranty’s terms and conditions.
Click here to access the Previous Warranty Conditions.
- What is the warranty period for a spare part?
If the printer is no longer covered by warranty, spare parts will be warranted for 6 months, starting from the date of the purchase invoice to Evolis. Prior to this expiry date, warranty for spare parts is the same as that of the printer. - What is a wearable part and what is its warranty period?Note: information below is applicable to the printers which benefit from the new warranty conditions (printers with the new serial number format, eg: 12345678901).
Wearable parts are elements of the printer which require periodic maintenance, linked to the use of the machine, its environment and the consumables used (such as cards, accessories and cleaning products). The limited warranty for Evolis wearable parts is 6 months from date of purchase. However, the original printer head, installed in the printer when manufactured benefits from the warranty period of the printer. If this printer head is replaced, the limited warranty conditions of the wearable parts mentioned in this paragraph apply.
Wearable parts list:
Print head
Cleaning roller
Contact station (option)
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