Evolis Primacy Support FAQs

  • What type of ports are available on the Evolis Primacy?
    Primacy offers a USB 1.1 port (compatible 2.0) and a Ethernet TCP/IP port as standard.
  • Can I plug the power supply of another EVOLIS printer into my printer?
    Yes, you can. All power supplies are fully compatible between the, Zenius, Tattoo, Pebble and Dualys card printers

Input AC: 100-240V ~ 2.0A
Output: 24V, 6.25A

  • Which operating systems are supported by Primacy?
    Primacy driver is available for the following platforms:

Windows XP – SP3 minimum (32/64-bit)
Windows Vista (32/64-bit)
Windows 7 (32/64-bit)
Windows 8.1 (32/64-bit)

  • 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. Administrator rights are required for its installation.
  • Where can I find the Primacy driver?
    The Evolis Primacy driver is available from the CD-ROM shipped with the printer.
  • 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 of enhanced performances, new command(s) and feature(s) and bug fixing.
  • What is a Print center?
    Evolis components used to detect the printer, manage the communication and notifications. It’s also the graphic interface to set and display the information related to each detected printer.
  • Evolis Primacy ID Card Printer Print Center


  • What is a Printer manager?
    In relation with the print center components, it’s a graphic interface that displaying the notifications (printer, encoding, cleaning alerts…)

Evolis Primacy ID Card Printer Print Manager

  • How can I upgrade a Firmware?
    All the latest firmware versions can be found on the Evolis website:

1. Download the firmware onto your hard disk.
2. Connect your printer to the computer and switch it on.
3. Open the Print center/Primacy properties/Maintenance/Firmware update
4. Click on Browse to access your hard disk and select the downloaded firmware (Extension *.firm)
5. Then click on the Update button
6. You can check the firmware version from the print center/Primacy properties/Maintenance


Evolis Primacy ID Card Printer Upgrade Firmware

  • Is there a programming guide available?
    At the moment, the programming should be done through the existing SDK, following the programming guidelines. A new SDK will be released in the following months. It will integrate a ‘high level’ set of features aimed at making the software integration easy. It will also include a set of routines allowing the programmers to use the latest Print Center and Printer Manager features for their own software. 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.
  • 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 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, PET, paper …) which are not compatible with the standard black ribbon.
  • 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?
If the problem persists even after checking out these points call us for assistance, 800-965-5932.

  • What is a half-panel ribbon?
    A half-panel YMCKO color ribbon is a dye-sublimation ribbon which has the same ink specifications as the standard 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?
    Evolis “High Trust” ribbons ONLY must be used with an Evolis printer. Using generic ribbons with an Evolis printer will expose you to printing problems, plus, as described in the warranty condition, print head warranty can be cancelled. No support request will be provided if generic ribbons have been used.
  • How can I install and configure a ribbon?
    All Evolis “High Trust” ribbons for Primacy get the identification & setting system.
    A contactless chip is used to identify the ribbon type after its installation and set the printer automatically.
  • Are the Primacy ribbons compatible with the other Evolis printers?
    The Primacy ribbons are also compatible with Zenius ribbons, except for the R5F005xxx (YMCKO), R6F003xxx (YMCKOK) and R2F010xxx (KO). It will not be possible to use a ribbon from the other ranges (Pebble, Quantum, etc…) in a Primacy printer and vice-versa. Primacy printers and the ribbons use now different technologies and frames. This is why they are not interchangeable.
  • 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:
    ID Card Printer ID Card Dimensions


For the card thickness a manual gauge will allow you to use cards from 0.25 (10mil) to 1mm (40mil)

  • 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.
  • What type of cards can I use?
    PVC, composite PVC, composite PET, composite ABS*, and special varnished* cards can be used with Zenius.
    Please note that printing quality may vary depending of the card manufacturer. Paper cards can only be used with the Tattoo model. * Subject to special conditions
  • What is a technical test card and how can I print it?
    The technical test card (or Stt) will provide you with important information regarding the printer: serial number, firmware version, print head kit number, position of the image (offset), number of printed lines, number of cleaning cycles..This card can be printed by the Print center/Properties/Testing cards.
  • Cards are not fed or loaded properly. What can I do?
    If the card cannot be fed or loaded correctly, the following points can be checked, one by one:

Card thickness adjustment.
Printer cleaning (use the advanced procedure)
The card dimension and compatibility

If the problem persists after checking these points, please contact us at 800-965-5932.

  • The printed colors are different from what I see on my screen. What can I do?
    During the driver installation, the Evolis color profile is automatically copied on the hard disk (color profile directory) but not set on the driver properties (In most of the case, the color profile is not necessary).It may help you to print close colors which are displayed on the screen

To use it: Open the Driver properties/Color management and select it.
Evolis Color Management

  • 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.
    Print head damage card example


  • 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, check the following points:


Check if the contrast/Brightness values are too high or too low
Check if the power supply is the one provided with the ID card printer.

If the problem persists after checking these points, please contact our tech department, 800-965-5932.

  • Does Primacy support print heads from other models?
    Primacy is also compatible with Zenius print heads. For mechanic, adjustment and also warranty reasons, the print head of the previous ranges (Pebble / Quantum, …) are not compatible with the Primacy. Each print head has a specific part number.
  • What is the print resolution of the printer?
    The resolution of the Evolis print heads is of 300 dpi (11.8 dots/mm).
  • LED(s) on the control panel are on. What does it mean?
    The Evolis Primacy User’s Guide provides you a clear explanation of the LED and messages from the LCD control panel. This guide is available on the Evolis CD-ROM shipped 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.
  • How can I launch a regular cleaning cycle?
    Please refer to the Evolis Primacy User’s Guide or to the “How to ” delivered on the printer CD.
  • How do I clean the printhead?
    Please refer to the Evolis Primacy User’s Guide or to the “How to ” delivered on the printer CD.
  • How do I launch an advanced cleaning cycle?
    Please refer to the Evolis Primacy User’s Guide or to the “How to ” delivered on the printer CD.
Encoding Options/ Encoders
  • Which encoding options are available on the Primacy?
    Primacy offers the following options:

Magnetic ISO encoder
Smart Contact station + smart contact (or Dual) encoder
Contactless encoder including antenna

  • What are the warranty conditions?
    Primacy is covered by a three-year warranty, including printer and printing head. This warranty is valid as long as the cleaning process is performed, on-time when requested by the system, and certified consumables are used. More information about warranty condition can be found in the Evolis Primacy complete warranty conditions guide.
  • What is the warranty period for a spare part?
    The Spare part warranty depends on the regions and commercial agreements. Please contact us for more information, 800-965-5932.

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