Magtek ExpressCard 2000 User's Installation And Operation Manual
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Magtek ExpressCard 2000 User's Installation And Operation Manual

Instant issuance card personalization system
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ExpressCard 2000
Instant Issuance Card Personalization System
User Installation and Operation Manual
November 2014
Manual Part Number:
D99875600-50
REGISTERED TO ISO 9001:2008
MagTek I 1710 Apollo Court I Seal Beach, CA 90740 I Phone: (562) 546-6400 I Technical Support: (888) 624-8350
www.magtek.com

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  • Page 1 Instant Issuance Card Personalization System User Installation and Operation Manual November 2014 Manual Part Number: D99875600-50 REGISTERED TO ISO 9001:2008 MagTek I 1710 Apollo Court I Seal Beach, CA 90740 I Phone: (562) 546-6400 I Technical Support: (888) 624-8350 www.magtek.com...
  • Page 2 No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without the express written permission of MagTek, Inc. MagTek® is a registered trademark of MagTek, Inc.

  • Page 3: Safety

     Use materials and supplies specifically designed for MagTek devices. Using unsuitable materials may result in poor performance, and in some cases may be hazardous. ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 3...

  • Page 4: Table Of Contents

    How to Use the Keys to Unlock the Top Access Door .......... 30 6.5.3 How to Use the Touchscreen to Unlock the Top Access Door ......34 ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 4...
  • Page 5 How to Clean the Card Path..................54 7.1.7 About Cleaning the Image Print Head ..............55 7.1.8 How to Clean the Image Print Head ............... 55 ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 5...
  • Page 6 First Steps .......................... 69 Troubleshooting “Offline” Status ..................69 Troubleshooting Not Responding to Incoming Transactions ........70 Troubleshooting Communication Problems ..............70 Troubleshooting Card Exit Problems ................70 ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 6...
  • Page 7 Common Error Messages ..................... 72 9.16 How to Remove Stuck Cards ..................77 Appendix A Supplies........................79 Appendix B Technical Specifications ..................81 Appendix C Software Updates ....................84 ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 7...

  • Page 8: Introduction

    ExpressCard 2000 provides the custom personalization you need to distinguish yourself from your competitors. ExpressCard 2000 is supported by QwickCards.com and a wide range of third-party software solutions, creating a complete, secure instant issuance system for distributed locations that can be maintained and controlled centrally.

  • Page 9: Introduction To Ec2000 Components

    29) Touchscreen stylus 30) Support DVD 31) Cleaning card 32) Sample card 33) Rear indent cartridge 34) Tubular keys 35) Image print head cleaning pen ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 9...
  • Page 10 2 - Introduction Figure 2-1 - EC2000 Components, Isometric View (Part 1 of 4) Figure 2-2 - EC2000 Components, Back View (Part 2 of 4) ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 10...
  • Page 11 2 - Introduction Figure 2-3 - EC2000 Components, Top View (Part 3 of 4) Figure 2-4 - EC2000 Components, Accessories Kit (Part 4 of 4) ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 11...

  • Page 12: Planning And Preparation

    The guidelines in the following sections will assist management and network administrators in planning for the physical and network requirements of using an ExpressCard 2000 (EC2000). The most effective way to ensure smooth installation of the EC2000 is to consider these factors before receiving the device.
  • Page 13 (such as a technician) leaning on the device when the platform is fully extended. ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 13...

  • Page 14: Network Planning

    Network Security Topology Option #2: Proxy Server. In the second configuration, the EC2000 transmits SSL requests to MagTek’s CA (and optionally QwickCards.com) via a proxy server on the card issuer’s network. The proxy server enables the card issuer to monitor EC2000 network traffic, and the EC2000 does not communicate directly with the Internet.

  • Page 15: Configuration Planning

    4) If the network primarily uses static IP addresses, an appropriate IP address should be allocated and ready for use by the EC2000. 5) If the network provides local DNS lookups, MagTek advises creating an entry for the EC2000’s IP address using the name EC-serial-number (see section 6.1 Finding the Serial Number). This will prevent users from seeing errors when using a web browser to connect to the EC2000 via https.

  • Page 16: Disposal Planning

    EC2000 users securely dispose of unused or discarded stock. MagTek offers security devices that can be used for supply storage, and can advise on supply disposal procedures. Contact your sales representative or MagTek Support Services for additional assistance.

  • Page 17: Receiving, Unpacking, And Packing

    Lift the outer layer slowly but firmly. You will see the top shell separating at the very bottom of the box. Continue lifting until the top shell is completely separated, and set it aside. ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 17...
  • Page 18 3) Remove the accessory box (contents shown in Figure 2-4) and set it aside. 4) Remove the packing foam from the top of the EC2000 box (shown in Figure 4-3) and set it aside. ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 18...
  • Page 19 6) Rotate the box so the EC2000’s touchscreen faces away from the surface where it will be installed. 7) With a partner, safely and carefully lift the EC2000 from the box to its installation location (see Figure 4-5 on page 20). ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 19...
  • Page 20 12) Return the empty accessories box and all packing materials to the main box, and replace the top shell. 13) Continue setup in section 5 Installation. Figure 4-6 - XY Transport Shipping Tie ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 20...

  • Page 21: How To Pack The Ec2000

    Ribbon for details) and dispose of it per your company’s secure disposal standards. 7) Remove the indent ribbon cartridge (see section 6.10 Indent Printer for details) and dispose of it per your company’s secure disposal standards. ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 21...

  • Page 22: How To Ship The Ec2000

    1) Make sure the steps in 4.3 How to Pack the EC2000 are complete. 2) If you are returning the device to MagTek and have not received a prepaid shipping label with a replacement device, contact MagTek Support Services to request one.

  • Page 23: Installation

    Move the EC2000 so its feet and anchor hole line up with the hole and marks. j) Fasten the mounting hardware to the surface through the anchor hole, making sure it is secure. MagTek recommends feeding a lag bolt up through the mounting surface into the EC2000 chassis and attaching a nut inside the EC2000.
  • Page 24 5 - Installation Figure 5-2 - Thumb Screws to Unlock Left Service Access Door Figure 5-3 – Left Service Access Door and Anchor Hole Location ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 24...
  • Page 25 8) Contact MagTek Support Services and request help with these steps: a) Learn default passwords, which are required to configure the device (see section 8.4 Passwords for more information). ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 25...
  • Page 26 If the configuration plan includes it, enable the touchscreen unlock feature (see 6.5 Top Access Door Security for details). 16) If necessary, align printed images with embossed characters. See section 7.4 Re-Aligning Embossed and Printed Characters for details. ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 26...

  • Page 27: Operation

    (see section 6.11.4 About the Transaction Queue and section 8.9.1 About the QueueDisplay Configuration Option for details). Figure 6-2 - Status Page If QueueDisplay = True ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 27...

  • Page 28: The Touchscreen

    Status return to this page. page shows the EC2000 is “Offline,” the device will not process cards. When the Status ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 28...

  • Page 29: About The Help Page

    Figure 6-4. A list of common error messages and their possible causes can be found in section 9.15 Common Error Messages. General Error Description Specific Error Description Figure 6-4 - Error Display Locations ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 29...

  • Page 30: How To Clear Error Messages

    1) Line up the tab on the outside of the key with the slot on the top access door lock, and insert the key. When locked, the slot will point toward the rear of the device. ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 30...
  • Page 31 4) Lift the handles upward, and follow the folding motion upward and toward the rear of the device. 5) Use your other hand to guide the front edge of the top access door straight away from you until it stops. ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 31...
  • Page 32 To lock the top access door with the tubular key: 1) Tilt the top access door so it points straight up. 2) Pull the front edge of the top access door straight toward you. ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 32...
  • Page 33 4) Release the front edge as the cover flattens, to avoid pinching your fingers. Figure 6-11 - Lowering the Top Access Door Safely 5) Lower the top access door using the handles, and gently press it closed. ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 33...

  • Page 34: How To Use The Touchscreen To Unlock The Top Access Door

    If a user enters an incorrect password three times in a row, the device will go into lockdown mode to prevent unauthorized use. Lockdown mode must be cleared by entering the administrator password. ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 34...

  • Page 35: Card Stock

    The EC2000 prints onto standard CR80-sized (3.375”L × 2.125”W × .030”T or 86mmL × 54mmW × 0.75mmT) PVC card stock. To order card stock specifically designed for use with the EC2000, contact your sales representative or see Appendix A. ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 35...

  • Page 36: How To Load / Remove Card Stock

    4) Press the button to move the hopper transport out of the way. Remove Hoppers 5) Remove the hopper you want to unload (see Figure 6-15): ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 36...
  • Page 37 9) Repeat the procedure for any other hoppers you want to unload. Load card stock into hoppers as follows: 1) Obtain the card stock you will be loading. ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 37...
  • Page 38 8) Close the hopper’s door and make sure the door release lever clicks closed. 9) Turn the hopper around so the “Lock” arrow on the handle points to the right side of the EC2000. ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 38...
  • Page 39 12) Repeat the procedure for any other hoppers you want to load. Figure 6-20 - Correct Card Stock Hopper Loading ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 39...

  • Page 40: Image Printer

    1) Open the top access door of the EC2000 (see section 6.5 Top Access Door Security for details). 2) Remove any jewelry or accessories that could touch the print head. ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 40...
  • Page 41 Figure 6-23 - Lifting the Image Print Head 6) Lift both the supply spool and the takeup spool of the ribbon out of the image printer (Figure 6-24) and set it aside. ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 41...
  • Page 42 6 - Operation Figure 6-24 Removing the Image Printer Ribbon 7) MagTek recommends cleaning the card cleaning roller, card path, and print head when replacing the ribbon. See section 7.1 Cleaning for more information. To install a color or monochrome ribbon in the image printer, follow these steps: 1) Remove the ribbon from the packaging and remove any stickers or bands tying the spools together.

  • Page 43: About Selecting And Synchronizing The Image Printer Ribbon

    In the dropdown list at the bottom left of the window, select the printer. The title of MagTekEC the window should change to MagTekEC - Properties ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 43...
  • Page 44 (for example, for KO ribbons, use Duplex front Monochrome / back Monochrome). i) Press the button to close the MagTekEC - Properties window. 9) Press the Status button to return to the Status page. ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 44...

  • Page 45: Foil Tipper

    10) Place the orange core of the new roll on the orange spool, being careful to thread the foil under the two foil guide pins as shown in Figure 6-27. ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 45...
  • Page 46 Press firmly until you feel a click. If the tipper foil spool assembly does not click into place, rotate the orange spool a bit and try again. 15) Close and secure the top access door. ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 46...

  • Page 47: Indent Printer

    5) Lift the indent ribbon cartridge toward the ceiling to remove it. To install an indent ribbon cartridge for the EC2000’s indent printer, follow these steps: ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 47...

  • Page 48: Processing Cards

    QwickCards.com, or a local custom application. Users also have the option to create sample cards from the front panel of the device for test purposes. ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 48...

  • Page 49: About Transactions

    If you want to keep AutoProcess OFF so transactions will continue to be held in the transaction queue for manual processing, press the button. Print ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 49...

  • Page 50: About The Card Path / Sequence Of Processes

    Instead, the EC2000 will process transactions in order, and when the transaction requiring manual feed (sometimes called an “exception”) reaches the top of the queue, the EC2000 will pause and flash the light surrounding the manual feed slot. ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 50...
  • Page 51 See the personalization software’s user manual for details. See section 8.6 Card Processing Setup for more information about personalization software’s interaction with the EC2000. ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 51...

  • Page 52: Maintenance

    SERVICING PROCEDURES DESCRIBED IN THIS SECTION VOIDS THE PRINT HEAD WARRANTY. MagTek disclaims any liability when there has been a failure to carry out required maintenance on the image printer. The print head is a wearing part and an extremely sensitive image printer component. Its useful life can be seriously curtailed by the presence of dust, liquids or solids in the device’s immediate...

  • Page 53: About Cleaning The Card Cleaning Roller

    The path cards travel through the EC2000 should be cleaned regularly (see section 6.11.6 About the Card Path / Sequence of Processes). The card path includes:  The manual feed slot,  All feed rollers, ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 53...

  • Page 54: How To Clean The Card Path

    11) If you have not already done so, clean the card cleaning roller and print head. 12) Re-install the image printer ribbon. 13) Close the image printer (see section 6.8 Image Printer), and close the top access door. ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 54...

  • Page 55: About Cleaning The Image Print Head

    “squeak” during each swipe. 10) Wipe the cleaning pen on a piece of clean paper, then put the cap back on the cleaning pen. ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 55...

  • Page 56: Replacing The Card Cleaning Roller

    5) Install the new card cleaning roller in the image printer. 6) Re-install the ribbon and close the image printer (see section 6.8 Image Printer). 7) Close the EC2000’s top access door. ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 56...

  • Page 57: Replacing The Image Print Head

    Before replacing the print head, contact MagTek Support Services or your MagTek dealer to check whether replacement is advisable and to order the part. During the print head’s warranty period, MagTek will provide free exchanges for defective print heads, provided: ...

  • Page 58: Re-Aligning Embossed And Printed Characters

    EC2000 is being used includes one or more card designs that emboss on top of printed characters, without using the foil tipping feature. Otherwise, it is not necessary to perform any of the steps in this section. ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 58...

  • Page 59: About Re-Aligning Embossed And Printed Characters

    Custom applications may use the fonts in different ways, but the most typical arrangement is shown in Figure 7-7. The list of available fonts and their typical uses is in Table 7.1. ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 59...

  • Page 60: How To Align Embossed And Printed Characters

    If you want the value to move in larger or smaller amounts when you press the arrows, press the N per tap button between the arrows. ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 60...
  • Page 61 This provides about 10 more steps that each Font ID can move further to the left if needed. 10) Press the button to return to the page. Back Tuning (Move Embossing) ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 61...
  • Page 62 Tuning (Move Embossing) Tuning (Advanced) previous ribbon. Only small fine-tuning to existing values may be necessary. ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 62...

  • Page 63: Configuration

    When finished, the page should look somewhat like Figure 8-1. f) Press the button to finalize the static IP address settings. Set New ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 63...

  • Page 64: Authorizing The Device

    Every 24 hours after the EC2000 is authorized, the device will automatically attempt to connect to MagTek’s Certificate Authority (CA) to re-authorize. This requires the device to be powered on and connected to the Internet [see section 8.1 Network (TCP/IP) Configuration].

  • Page 65: How To Manually Re-Authorize The Device

    To re-authorize the device and test the Internet connection used for re-authorization, follow these steps: 1) Make sure the device has been authorized once in the past with assistance from MagTek Support Services. The device can not be manually re-authorized until a user has put it through that process.

  • Page 66: How To Change / Reset Passwords

     Users can use a local card issuance and personalization client, which sends transactions to the EC2000 via SSL on the Local Area Network (LAN). ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 66...

  • Page 67: How To Set Up Lan-Based Processing

    Additionally, if the EC2000 has been set up with a data key (contact MagTek Support Services for details), the card personalization software which creates transactions must encrypt them using the same key.

  • Page 68: How To Enable / Disable Touchscreen Unlock

    Figure 6-2 on page Status 27. If QueueDisplay is False, the default page will look like Figure 6-3 on page 28. Status ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 68...

  • Page 69: Troubleshooting

    3) Check to see if there is a card in the image printer. If there is, remove it and the device’s status should change to “Ready.” 4) If the device still shows “Offline,” restart the device (see section 6.2 Powering On, Shutting Down for details). ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 69...

  • Page 70: Troubleshooting Not Responding To Incoming Transactions

    In the latter case, the EC2000 will produce a loud grinding noise when toggling between hoppers. ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 70...

  • Page 71: Troubleshooting Print Quality Problems

    Aligning Embossed and Printed Characters to re-align where the embosser places characters. 2) If images are consistently printing off the edges of card stock, contact MagTek Support Services. 3) If images are not printing squarely on the card stock, contact MagTek Support Services.

  • Page 72: Troubleshooting Tipping

    9 - Troubleshooting 5) If these steps do not resolve the ribbon breakage issue, contact MagTek Support Services. 9.12 Troubleshooting Tipping Tipping problems can have different causes:  The card design. If you are using a new, untested design, it is possible the characters are spaced too close together.
  • Page 73 Reboot the system and if this does not clear Error Getting Display the error verify that the USB cable is connected to the rear of the image printer and the motherboard. ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 73...
  • Page 74 Get Modelnumber Could not retrieve the model number of the controller board. Possible cable disconnection from board to PC. ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 74...
  • Page 75 There is no network connection. Make sure the patch cable to the Renewed, Error Code: 82 device is connected and verify connectivity to the network. ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 75...
  • Page 76 Queued transactions are not supported for smart card and independent commands. The immediate transaction or queued transaction was sent to the web interface incorrectly. ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 76...

  • Page 77: How To Remove Stuck Cards

    5) Create a sample card to make sure the EC2000 is now operating properly. 6) If this does not solve the problem or if you encounter problems performing these steps, contact MagTek Support Services. ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 77...
  • Page 78 9 - Troubleshooting ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 78...

  • Page 79: Appendix A Supplies

    Pack of 50 pre-saturated cards for cleaning the card path. 1 ea. EC2000 Cleaning Card 96700025 Single pre-saturated card for cleaning the card path. Minimum order of 12. ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 79...
  • Page 80 Spare tipper foil spool assembly, convenient Assembly for pre-loading foil rolls for fast swap-in. 1 ea. EC2000 Print Head Replacement image print head for EC2000. ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 80...

  • Page 81: Appendix B Technical Specifications

    0.020" (20 mil / 0.508 mm) to 0.050" (50 mil/ 1.27 mm) 50 mil cards can be used for single-sided printing only. Max. embossed relief height for returned cards is 0.019 in. (0.48 mm) ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 81...
  • Page 82 0.03 mil hologram varnish overlay ribbon, “Genuine Globes” design Embossing Characteristics The EC2000 embosser module has a wide variety of configurable settings. MagTek sets each device’s factory defaults to conform to ISO/IEC 7811 standard as described in this section. Embosser functions:...
  • Page 83 30° F to 100° F (-1.1°C to 37.8°C) Storage relative humidity: 90% or below Acoustic Characteristics Sound level, idle (standby): 64 dBA @ 1m Sound level, embossing: 70 dBA @ 1m ExpressCard 2000| Instant Issuance Card Personalization System | User Installation and Operation Manual Page 83...

  • Page 84: Appendix C Software Updates

    <ec2000_name> is generally the letters “EC-” followed by the device’s serial number. The browser will show a web page entitled “ExpressCard 2000 Main Page.” 4) Click the Upload Software link on the left side of the page. The browser will display a page like the one shown in Figure 9-1.

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