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Frequently Asked Questions
1. What are the options for accessing Tech Support?
Technical Support by phone is normally available Weekdays, from 8:30am to 5:00pm, Eastern Time.
At other times, or if the phone is busy, please leave a detailed description of the problem (Click here) and we will call you back as soon as possible.
At other times, or if the phone is busy, please leave a detailed description of the problem (Click here) and we will call you back as soon as possible.
2. How do I return a printer for repair?
Practical Automation RMA Procedures
Click here to fill in an on-line form. You will need the following information:
If you have questions, call Practical Automation (203) 882-5640, Ext 159
Email: rma@practicalautomation.com
Click here to fill in an on-line form. You will need the following information:
- Company Name
- Company Billing & Shipping Address
- Company phone number and fax number
- Name of caller
- Company printer bought from
- Number of printers to be serviced
- Model number, such as A15-_____, or B15-____
- Model name, such as ITX+3002CF
- Model serial number, such as W___
- Failure problem
- Method of payment such as credit card, COD, cash in advance or purchase order number
- Method of return shipping such as UPS Red, Blue, or Ground
- Please include customer ticket stock for final testing of the repaired printer.
- Re-attach any missing doors or covers.
- Please write the RMA number on outside of shipping box. Boxes without RMA numbers may not be processed promptly.
If you have questions, call Practical Automation (203) 882-5640, Ext 159
Email: rma@practicalautomation.com
3. Do the ITX+ and ITL+ Ticket Printers have the EURO symbol?
All ITX+/ITL+ printers have the Euro symbol.
The Euro Symbol is implemented in 12 of the 13 printer fonts (not in font 12).
It is located at character position 128(DEC), 80(HEX).
The Euro Symbol is implemented in 12 of the 13 printer fonts (not in font 12).
It is located at character position 128(DEC), 80(HEX).
4. How do I decode the Error Beeps?
5 Beeps
L-S-S-S-S = 1 = MPU/System Error
S-L-S-S-S = 2 = RAM Fault Error
L-L-S-S-S = 3 = EEPROM Checksum Error
S-S-L-S-S = 4 = FLASH Memory Error
L-S-L-S-S = 5 = Character Generator Memory Error
S-L-L-S-S = 6 = IMAGE Memory Error
L-L-L-S-S = 7 = Analog to Digital Converter Error
S-S-S-L-S = 8 = FPGA/ASIC Error
L-S-S-L-S = 9 = Voltage Error
S-L-S-L-S = 10 = Printhead Thermistor Error
L-L-S-L-S = 11 = Printhead Print Resistor Error
S-S-L-L-S = 12 = Printhead Data Error
L-S-L-L-S = 13 = Cutter Initialization Error
S-L-L-L-S = 14 = Configuration Strap Error
L-L-L-L-S = 15 = Miscellaneous Error
4 Beeps
L-S-S-S = 1 = Paper Path Jam / Error
S-L-S-S = 2 = Cutter Operational Error
L-L-S-S = 3 = Transport Presenter Error
S-S-L-S = 4 = Paper Output Error
L-S-L-S = 5 = Registration Mark Detection Error
S-L-L-S = 6 = Printhead Pressure Release Lever Error
L-L-L-S = 7 = Out of Paper Error
S-S-S-L = 8 = Interface Data Error
3 Blinks (no beeps)
L-S-S = 1 = Ticket Not Taken Condition
S-L-S = 2 = Ticket Not Presented
L-L-S = 3 = Printhead Too Hot/Cold
S-S-L = 4 = Power Supply Wait
L-S-L = 5 = Data Communication Warning
L-S-S-S-S = 1 = MPU/System Error
S-L-S-S-S = 2 = RAM Fault Error
L-L-S-S-S = 3 = EEPROM Checksum Error
S-S-L-S-S = 4 = FLASH Memory Error
L-S-L-S-S = 5 = Character Generator Memory Error
S-L-L-S-S = 6 = IMAGE Memory Error
L-L-L-S-S = 7 = Analog to Digital Converter Error
S-S-S-L-S = 8 = FPGA/ASIC Error
L-S-S-L-S = 9 = Voltage Error
S-L-S-L-S = 10 = Printhead Thermistor Error
L-L-S-L-S = 11 = Printhead Print Resistor Error
S-S-L-L-S = 12 = Printhead Data Error
L-S-L-L-S = 13 = Cutter Initialization Error
S-L-L-L-S = 14 = Configuration Strap Error
L-L-L-L-S = 15 = Miscellaneous Error
4 Beeps
L-S-S-S = 1 = Paper Path Jam / Error
S-L-S-S = 2 = Cutter Operational Error
L-L-S-S = 3 = Transport Presenter Error
S-S-L-S = 4 = Paper Output Error
L-S-L-S = 5 = Registration Mark Detection Error
S-L-L-S = 6 = Printhead Pressure Release Lever Error
L-L-L-S = 7 = Out of Paper Error
S-S-S-L = 8 = Interface Data Error
3 Blinks (no beeps)
L-S-S = 1 = Ticket Not Taken Condition
S-L-S = 2 = Ticket Not Presented
L-L-S = 3 = Printhead Too Hot/Cold
S-S-L = 4 = Power Supply Wait
L-S-L = 5 = Data Communication Warning
5. What is the procedure for loading the Printer Driver for a USB Interface Printer?
The Printer Driver can be installed by following the procedure outlined in the Driver Intallation document
6. Can I cut on the perforation?
It is not recommended to cut on the perforation.
The cutter needs to apply a shearing force to the paper as it cuts. If the blades cut directly on the perforation the perforation can cause the paper to fold and defeat the shearing action. This can lead to incomplete cuts and paper jams
The cut position must be adjusted to be just behind ~ 1/16" (~1.6 mm) the perforation.
When the document/ticket emerges from the printer, if it has been cut behind the perforation, the perforation will be seen on the trailing edge of the document with a very small paper segment attached by the perforation.
If the leading edge of the document emerges with a small paper segment and then perforation it means that cutting is being done before the perforation. Adjustment should be made to correct this to cut behind.
Refer to the ITX+ & ITL+Configuration Guide for instructions for adjusting the cut position to insure cutting is behind the perforation. Although some customers have experienced relatively good success when cutting directly on the perforation, it is a practice that is not recommended for reliable long term operation.
The cutter needs to apply a shearing force to the paper as it cuts. If the blades cut directly on the perforation the perforation can cause the paper to fold and defeat the shearing action. This can lead to incomplete cuts and paper jams
The cut position must be adjusted to be just behind ~ 1/16" (~1.6 mm) the perforation.
When the document/ticket emerges from the printer, if it has been cut behind the perforation, the perforation will be seen on the trailing edge of the document with a very small paper segment attached by the perforation.
If the leading edge of the document emerges with a small paper segment and then perforation it means that cutting is being done before the perforation. Adjustment should be made to correct this to cut behind.
Refer to the ITX+ & ITL+Configuration Guide for instructions for adjusting the cut position to insure cutting is behind the perforation. Although some customers have experienced relatively good success when cutting directly on the perforation, it is a practice that is not recommended for reliable long term operation.
7. What is the location for the registration marks on the ITX+ and ITL+ Ticket Printers?
REGISTRATION MARK LOCATION: ITX+ and ITL+ PRINTERS
NOTE: The registration mark sensors on the ITX+ and ITL+ ticket printers are located below and to the left side of the ticket when looking at the printer. The distance from the cut line to the cut position sensor is factory set to 6.7".The following formula must be used to determine the location of the registration mark relative to the leading edge of the ticket. Refer to the drawing below for dimensions.
DCRM = 6.7" - (TL x m)
where:
DCRM = the distance from the cut line to the leading edge of the registration mark
TL = the ticket length in inches
6.7" = the physical distance from the cut line to the cut position sensor on the printer
m = 6.7" / TL (multiple of tickets within 6.7"; integer value)
Examples:
TL = 2.0"
m = 6.7" / 2.0 = 3
DCRM = 6.7" - (2.0" x 3) = 0.7"
TL = 5.5"
m = 6.7" / 5.5 = 1
DCRM = 6.7" - (5.5" x 1) = 1.2"
Common ticket lengths with resulting DCRM's
2.0"0.7"
2.5"1.7"
3.0"0.7"
3.5"3.2"
4.0"2.7"
4.5"2.2"
5.0"1.7"
5.5"1.2"
6.0"0.7"
6.5"0.2"
7.0"6.7"Note: For all tickets 6.7" and longer the DCRM is 6.7".
Note:
NOTE: The registration mark sensors on the ITX+ and ITL+ ticket printers are located below and to the left side of the ticket when looking at the printer. The distance from the cut line to the cut position sensor is factory set to 6.7".The following formula must be used to determine the location of the registration mark relative to the leading edge of the ticket. Refer to the drawing below for dimensions.
DCRM = 6.7" - (TL x m)
where:
DCRM = the distance from the cut line to the leading edge of the registration mark
TL = the ticket length in inches
6.7" = the physical distance from the cut line to the cut position sensor on the printer
m = 6.7" / TL (multiple of tickets within 6.7"; integer value)
Examples:
TL = 2.0"
m = 6.7" / 2.0 = 3
DCRM = 6.7" - (2.0" x 3) = 0.7"
TL = 5.5"
m = 6.7" / 5.5 = 1
DCRM = 6.7" - (5.5" x 1) = 1.2"
Common ticket lengths with resulting DCRM's
2.0"0.7"
2.5"1.7"
3.0"0.7"
3.5"3.2"
4.0"2.7"
4.5"2.2"
5.0"1.7"
5.5"1.2"
6.0"0.7"
6.5"0.2"
7.0"6.7"Note: For all tickets 6.7" and longer the DCRM is 6.7".
Note:
- The Registration Mark Width (in the print direction axis) is: 0.250" min; 0.375" typical; 0.750" max.
- In applications where both fixed width model printers (ETX2000, GTX2000, ITX2000 and ITX3000) and the adjustable width model printers (GTX 3004A, ITX2003A and ITX3003A) have been deployed, a ticket, common to both can be made by printing the registration mark across the full width of the ticket. Alternatively, a second registration mark can be printed along the opposite edge of the ticket.
8. How do I change the printer's internal EEPROM parameter settings?
Note: This method is common to all Practical Automation Printers.
- With paper in the printer, turn power on while continuously holding the F3 switch.
- Wait for the first beep (this can take several seconds).
- Release the F3 switch.
- Wait for a second beep (this can take several seconds, occurring after the paper is registered).
- Press the F3 switch, twice (approximately 1 second apart), holding the second press until the change mode is entered (a menu printout will occur).
- Once in the change mode, follow the printed menu's instructions to move the cursor and change the required parameters. When done cycle the power to resume normal printer operation. Please refer to the specific printer's User's Manual or Menu Guide for more detailed information.
9. Which firmware (G or FGL) do I need loaded in to my ITX+ or ITL+ Printer?
FGL Firmware:
If the application software is using the FGL image generation resources of the ITX+/ITL+ Printer by sending FGL commands directly to the printer to accomplish its ticket printing task, then the printer should be loaded with the FGL firmware. If you have been using Boca FGL printers, you should use the FGL firmware.
G Firmware:
If the application software will be using the image generation resources of the Windows Operating System environment to generate the image for the ticket and using our Windows Printer Driver to render this image and send its data to the ITX+/ITL+ Printers to accomplish its ticket-printing task, then the printer should be loaded with the G firmware.
If you have been using a Windows Printer Driver, you should use the G firmware. Remember to install the latest Windows Printer Driver.
Can I change from one to the other?
Out ITX+ and ITL+ printers can be toggled between FGL and G settings. Please refer to the ITX+ & ITL+
Configuration Guide for more information on how to accomplish this.
If the application software is using the FGL image generation resources of the ITX+/ITL+ Printer by sending FGL commands directly to the printer to accomplish its ticket printing task, then the printer should be loaded with the FGL firmware. If you have been using Boca FGL printers, you should use the FGL firmware.
G Firmware:
If the application software will be using the image generation resources of the Windows Operating System environment to generate the image for the ticket and using our Windows Printer Driver to render this image and send its data to the ITX+/ITL+ Printers to accomplish its ticket-printing task, then the printer should be loaded with the G firmware.
If you have been using a Windows Printer Driver, you should use the G firmware. Remember to install the latest Windows Printer Driver.
Can I change from one to the other?
Out ITX+ and ITL+ printers can be toggled between FGL and G settings. Please refer to the ITX+ & ITL+
Configuration Guide for more information on how to accomplish this.
10. What Causes a Registration Error?
General:
All Practical Automation printers that use a Registration Mark (Black Mark) paper/ticket stock can have a Registration error occur. The specific error code (beeps, flashes, status data, etc.) may vary for each printer model. The printer's User's Manual should be consulted.
A Registration Error indicates that the printer was unable to find or freely move the Registration Mark on the paper/ticket stock over the detection sensor while driving the paper advance motor.
What can cause a Registration Error to occur?
All Practical Automation printers that use a Registration Mark (Black Mark) paper/ticket stock can have a Registration error occur. The specific error code (beeps, flashes, status data, etc.) may vary for each printer model. The printer's User's Manual should be consulted.
A Registration Error indicates that the printer was unable to find or freely move the Registration Mark on the paper/ticket stock over the detection sensor while driving the paper advance motor.
What can cause a Registration Error to occur?
- During the paper loading process:
- if the paper/ticket stock is loaded incorrectly into the printer, such that the registration mark is not on the side where the detection sensor is located, the printer will not be able to find the mark. It will seek the mark, by driving the paper/ticket stock forward and then indicate a registration error.
- if the printer is initially setup for Registration Mark operation, but however the printer is using continuous, non-registration marked paper, the result will be as noted in -1-.
- if the detection sensor is covered with paper dust or dirt it may not be able to see the registration mark reliably.
- During printer operation:
- if there is a restriction in the free movement of the paper/ticket stock along its paper path. This could be due to obstructions in the way the paper/ticket stock is lead into the printer's paper input throat, where it has to pull over sharp edges, etc. Also it can be due to the paper/ticket stock being incorrectly sized for the printer, too wide, and it doesn't move freely and it occasionally binds.
- if the Registration Marks are poor quality varying in printed blackness.
- if the paper sensor(s) are dirty/dusty..
- if the Registration Marks are improperly sized or located.
- if there is pre-printing in the area between the Registration Marks that passes over the sensor. Note: Only infrared reflecting ink can be used in this area if printing must be in this designated clear zone.
11. What causes a fine white line (or lines) in the print out?
A fine white line(s) that runs in the direction of paper movement through the printer is usually caused by a dot failure of the printhead. If a printhead dot fails to transfer its thermal energy to the paper, a white line will appear where its printed dots were to have been located.
A printhead dot can fail for several reasons:
Dot cycle and Abrasive wear: (1; 2) are normal wear factors for any printhead. As the dots cycle on and off to print the image, and as paper is forced under pressure to travel under the printhead's active dot image line, over time these factors will cause the loss of dot(s). The printheads are, however, very durable and this typically will not occur for many hundreds of thousands of printed documents.
Abrasive damage (3) can occur if the environment is unclean and dirt particles are picked up by the paper media and transferred under the printhead, or if the thermal media has abrasive characteristics. Direct thermal printing puts the media in direct contact with the paper and it must be under force to maintain this intimate contact. If debris gets trapped on the paper's surfaces and carried under the printhead, it can scar the print surface and cause damage. Insuring that the paper input supply to the printer does not pick up dirt and debris will prevent this damage. Thermal media must have a high quality, smooth finish. Media that has abrasive thermal side press printed inks, or other damaging abrasive characteristics, must be avoided to insure long printhead life.
Impact damage (4) can occur if the printhead's image line (glass surface) comes into contact with a sharp object. When removing the printhead, care must be taken to insure that this image surface is not damaged.
Foreign Deposits (5) can be transferred to the surface of the printhead. As these deposits build they block the thermal energy from transferring to the media and printing. This build up also has a secondary damage influence factor. As the thermal energy is blocked from flowing between the printhead's thermal resistors (dots) to the media, thermal overstress will occur which will cause these dots to prematurely fail. Under normal thermal printing circumstances (plain white thermal media), the build up of deposits due to the print process will occur at a very slow rate, requiring the printhead's surface to be cleaned only after many thousands of printed documents. If, however, the media used has inks that are not thermally stable and they bleed off and bond to the printhead, this can cause damage to the printhead. Very frequent cleaning may be required - however, if this occurs, it is a red flag indicator that the media is the problem and it must be corrected! There is a small possibility that the print energy setting is set too high for the media being imaged, however, this is somewhat rare. Frequent buildup of deposits should not occur under normal printing conditions. This condition must be prevented to achieve long printhead life.
ESD damage (6) can cause printhead dots to fail or in more severe cases cause the entire printhead to fail. When handling the printhead for cleaning or jam removal, anti-static measures must be used to prevent this damage.
NOTE: Only dot cycle and abrasive wear are covered under the printer's warranty.
A printhead dot can fail for several reasons:
- dot cycle wear
- abrasive wear
- abrasive damage
- impact damage
- foreign deposits
- ESD damage
Dot cycle and Abrasive wear: (1; 2) are normal wear factors for any printhead. As the dots cycle on and off to print the image, and as paper is forced under pressure to travel under the printhead's active dot image line, over time these factors will cause the loss of dot(s). The printheads are, however, very durable and this typically will not occur for many hundreds of thousands of printed documents.
Abrasive damage (3) can occur if the environment is unclean and dirt particles are picked up by the paper media and transferred under the printhead, or if the thermal media has abrasive characteristics. Direct thermal printing puts the media in direct contact with the paper and it must be under force to maintain this intimate contact. If debris gets trapped on the paper's surfaces and carried under the printhead, it can scar the print surface and cause damage. Insuring that the paper input supply to the printer does not pick up dirt and debris will prevent this damage. Thermal media must have a high quality, smooth finish. Media that has abrasive thermal side press printed inks, or other damaging abrasive characteristics, must be avoided to insure long printhead life.
Impact damage (4) can occur if the printhead's image line (glass surface) comes into contact with a sharp object. When removing the printhead, care must be taken to insure that this image surface is not damaged.
Foreign Deposits (5) can be transferred to the surface of the printhead. As these deposits build they block the thermal energy from transferring to the media and printing. This build up also has a secondary damage influence factor. As the thermal energy is blocked from flowing between the printhead's thermal resistors (dots) to the media, thermal overstress will occur which will cause these dots to prematurely fail. Under normal thermal printing circumstances (plain white thermal media), the build up of deposits due to the print process will occur at a very slow rate, requiring the printhead's surface to be cleaned only after many thousands of printed documents. If, however, the media used has inks that are not thermally stable and they bleed off and bond to the printhead, this can cause damage to the printhead. Very frequent cleaning may be required - however, if this occurs, it is a red flag indicator that the media is the problem and it must be corrected! There is a small possibility that the print energy setting is set too high for the media being imaged, however, this is somewhat rare. Frequent buildup of deposits should not occur under normal printing conditions. This condition must be prevented to achieve long printhead life.
ESD damage (6) can cause printhead dots to fail or in more severe cases cause the entire printhead to fail. When handling the printhead for cleaning or jam removal, anti-static measures must be used to prevent this damage.
NOTE: Only dot cycle and abrasive wear are covered under the printer's warranty.
