Evolis Primacy Support FAQs

Evolis Support tips for use on Primacy ID card printer.

In addition to the Evolis Primacy printer tips shown below, we at AdvantIDge have shared a number of popular troubleshooting tips that can apply to just about any printer via our weekly blog. Take a look at just a few of the stories from our Tips & Tricks section;

Here are some common questions that we get about Evolis line of ID Badge Makers including the Primacy;

  • What type of connection 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. Wifi connection is available as an additional upgrade when purchasing a new machine.
  • Can I plug the power supply of another EVOLIS printer into my printer?
    Yes. Evolis power supplies are backwards compatible between current and legacy models including Primacy, Zenius, Pebble, Tattoo and Dualys card printers

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

  • Which operating systems are supported by Primacy?
    Primacy printer drivers 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)
Windows 10

  • Where can I find the Primacy driver?
    The Evolis Primacy driver is available from the CD-ROM shipped with the printer or available for download from the Evolis support website.
  • What is the Evolis Print Center?
    Evolis Print Center is 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 the Evolis Printer Manager?
    In addition to the Evolis Print Center, the Printer Manager is a graphic interface that displays notifications from your printer for printing, encoding, cleaning alerts, etc. AdvantIDge advises that you use the Evolis Printer Manager in conjunction with the Evolis Print Center.

Evolis Primacy ID Card Printer Print Manager

  • How can I upgrade my printer’s Firmware?
    All the latest firmware versions can be found on the Evolis support website:

1. Download the firmware onto your hard drive.
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

  • Which software applications are compatible with Evolis printers for printing out custom cards?
    Evolis printers use standard Windows drivers that let you print using almost any software including graphics design, word processing and more. Before printing, make sure the dimensions of the card (CR80 = 2.125″ x 3.375″) are accurate. Depending on the software application you are using it may refer to these as paper size or paper settings which must be set to the size referenced above. Encoding with an Evolis printer is best done with an ID production software.
  • What does YMCKO mean?
    YMCKO refers to a full color 5-panel ribbon. Each letter matches up to a panel color:

Y Yellow
M Magenta
C Cyan
K Resin BlacK
O Clear Overlay

  • What is the difference between the Black monochrome resin 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:

-Complete a cleaning on your printer.
-Check the Driver Properties/Graphic menu to confirm the contrast or quality values are not too high.
-Confirm the ribbon is not faulty by swapping it out with a new one
-Confirm you are using a genuine Evolis ribbon.
If the problem persists even after checking out these points try contacting 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 rarely useful and only works 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 warranty support will be provided if generic ribbons have been used.
  • How can I install and configure a ribbon?
    All Evolis “High Trust” ribbons for Primacy and Zenius printers have an identification & setting system. A contactless chip is used to identify the ribbon type after its installation and communication with the printer automatically.
  • Are the Primacy ribbons compatible with the other Evolis printers?
    Some Primacy ribbons are compatible with Zenius printer, except for the R5F005xxx (YMCKO), R6F003xxx (YMCKOK) and R2F010xxx (KO). You cannot use a ribbon from any legacy printers (Pebble, Dualys, Tattoo, Quantum, etc.) in a Primacy printer and vice-versa. Primacy printers use newer technologies and frames which are different from other models so 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 measured as 2.125″ x 3.375″ with a 30 mil thickness as described below:
    ID Card Printer ID Card Dimensions


The card thickness can be adjusted using a manual gauge to use cards from 0.25 (10mil) to 1mm (40mil). However you will experience the best performance and reliability with 30 mil cards from AdvantIDge.

  • Can I print on transparent cards?
    Due to the presence of INFRARED sensors which are used to identify the cards synchronization with rollers, the transparent or translucent card do not print reliably with the Evolis printers.
  • What type of cards should I use?
    PVC, composite PVC, composite PET, composite ABS*, and special varnished* cards can be used with Primacy and Zenius printers. Please note that printing quality may vary depending of the card manufacturer and we recommend only using cards from a dust free, shrink wrapped package with glossy surface that is free of any blemishes.
  • What is a technical test card and how can I print it?
    The technical test card (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:

-Check the card thickness adjustment to be sure it matches the card stock you are using.
-Check Printer cleaning cycle using the advanced procedure.
-Check the card dimensions, surface and compatibility.

If the problem persists after checking these points, you may 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 your hard disk within the color profile directory. However it is not set on the driver properties and in most cases, the color profile is not necessary.It may help you to print colors close to those 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 or 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 then most likely your printhead has been damaged and needs replacement. Please contact our tech department to see if this is something you can do yourself or if your printer needs to come in for service by calling 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.
-Confirm that the power supply is the correct one provided with the ID card printer. It is common for users to misplace the original power supply and use one similar, however even a slight difference in voltage or output can affect the performance of your printer and quality of printed cards.

If the problem persists after checking these points, please contact our tech department to verify if you have the right power supply by calling 800-965-5932.

  • Does Primacy support print heads from other models?
    The Primacy is only compatible with Zenius print heads. The printhead of the Evolis legacy printers including Pebble, Dualys, Tattoo, Quantum and Securion are not compatible with the Primacy. Each print head has a specific part number which is designed for use in each model.
  • 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 or a power strip?
-Is the power supply an original one for use with Evolis printer?
-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 or is it loose?

  • I need a spare part for my printer. Who should I contact?Replacement parts for your Evolis printer are only shipped to authorized service providers like AdvantIDge to be sure they are installed properly. If you believe you can complete installation of spare parts yourself you may contact us for pricing and availability however in most cases spare parts do not come with any warranty when not installed by our technicians. Please keep this in mind when requesting any replacement parts to be shipped to you or contact us at 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.
  • What are the warranty conditions?
    Primacy is covered by a three-year warranty, including printer and printhead, which ares supported by AdvantIDge, an authorized service provider for Evolis. This warranty is valid as long as the cleaning process is performed at least once every 1,000 cards, or when requested by the system, and Genuine Evolis ribbons are used.
  • What is the warranty period for a spare part?
    Most spare parts include a 30 day warranty when installed by AdvantIDge, an authorized service provider. Spare parts shipped directly to user for installation do not typically include any warranty and cannot be returned for credit even if the package has been unopened. Please contact us if you need assistance with replacement parts at 800-965-5932.

AdvantIDge offers a wide variety of all of the card printer systems, or other visitor management devices, to fill any of your asset tracking, visitor management, or identification card needs. From card printers and supplies for issuance, through to badge clips and other peripherals to put them into your users hands. With more than 40 years of combined industry experience, we’re ready to help you achieve your identification goals. For specific information please contact our Sales department at sales@advantidge.com or call 800-965-5932 for more information on this update, we provide excellent customer service!

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