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Technical Support and Repair Services

FAQs

General

I seem to be getting rejects while burning.
Try lowering the burn speed and see if the amount of rejects stops. Try a different brand/better grade of media. Some brands work better than others and most brands have different quality grades.

New job I am trying to copy is giving me errors.
Make sure your master disc is free of scratches/dust. Make sure there is enough room on your target media to correctly copy the disc. Try a master that has previously worked, to see if there is a problem with your current master.

How Do I remove the printer driver?
Go to Start->Control Panel->Printers & Faxes->Select the printer and delete. Once deleted, On the Printers & Faxes window, go to File->Server Properties->Click the Drivers tab. Select the driver of the printer that was just deleted and select remove. Click Yes on the window asking if you want to remove the driver from the system. (If it tells you it is in use, make sure all applications that use the printer are closed. If it still will not let you remove, reboot the machine and try again) Click ok on Print Server Properties once it is removed.

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Hera

I turn on the power and the system hangs at the autoloader screen
Solution Make sure autoloader is powered on and serial cables are connected tightly. Turn off the machine. Turn on Tower first then the Autoloader.

How do I use the tower manually?
Solution If your tower only has two buttons, hold down the Mode button until it beeps then let go to enter the Setup Menu. Press the Go button until you come to Autoloader – Class 2. Press the mode to change it to Autoloader – No. Press Go until you reach the Setup Menu again. Press and hold Mode until it beeps. Turn the tower off and on to use the new settings.

I think I have a drive going bad on the tower
Solution if a drive is failing to burn discs or not detecting media. Turn off the tower and autoloader. Open the side cover of the drive tower. Unplug only the IDE ribbon cable from the back of the suspected bad drive and a good drive. Switch cables and plug into the drives. Turn on the tower and autoloader and test. If problem stays with the suspected bad drive then we know it is the drive. If problem moves to the good drive, try replacing that IDE ribbon cable.

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DiscJuggler

DJ says it is not registered.
Solution go to Help -> Register DiscJuggler -> Enter in the serial number on the back of the sleeve. Make sure not to confuse the number one and the letter I

DJ only shows support for 1 drive
Solution DJ is in demo mode, go to Help -> Register DiscJuggler -> Enter in the serial number on the back of the sleeve. Make sure not to confuse the number one and the letter I

When doing a Print only task I get an error “No compatible destination devices found”
Solution 1)close DJ. Run Drive Assigner, select at least 1 burning drive and make sure to select the correct printer port that you want to use. Click Update and then OK. Run DJ
2) if same error try shutting down system, make sure all cables are tight and turn on in this order Printer, drives, autoloader, computer. You should notice printer tray ejects when autoloader is turned on. Repeat step 1.

During a Burn and Print task the autoloader does not move disc to the printer to print
Solution Make sure in the action drop down bar of the task to select Write & Print, then click the autoloader tab and enter the location of your PRN file into the Good Label box.

I seem to be getting buffer under runs every so often.
Solution Make sure to be using the same media every time you load the machine. Do not load different types of media together in the bin. In DiscJuggler go to Tools->Options click the I/O tab and raise the L2 Cache to 256MB. If problem persists try a better brand & grade of media.

After reinstalling my software I only have support for 7 drives not 9.
Solution close DiscJuggler. Make sure to extract the patch file located on the disc. Copy the file to the DiscJuggler install folder and overwrite it. Default location: C:\Program Files\Padus\DiscJuggler\

Why do I have more than 1 firewire card?
Solution All the firewire cards sent with the system are meant to be used together. 1 firewire card per cable coming out of the drive tower. Plugging 2 to 3 cables into 1 firewire card will damage/destroy the firewire card & drives. Also if the card comes with a power cable make sure all cards are powered before using.

Can I send a print only job over .NET or Queue multiple print only jobs in .NET
Unfortunately, this is not possible.

How do I use batch mode in DJ?
Solution select “Copy CDs and DVDs from the same burner task” when loading discs layer the discs blanks, master, blanks, master. Set number of copies to AUTO

EX: you have masters called Video1 and Video 2. To make 5 copies of Video 2 and 10 copies of Video 1, put five blanks in the bin first Then the master Video 2 on top. Then 10 blanks and put the master Video 1 on top.

How do I use batch mode to burn and print in DJ?
Solution make sure to select Write and Print in the action drop down box. Click the Autoloader tab and in the good label box enter the following: label%m.prn|1|

Label is the name of your label file
%m is the # to be incremented
|1| is the number to start with (1 in this case)

So for the first master you will have to create a label file we’ll call label1.prn
The second master will use label2.prn and so forth. All the labels need to be in the same directory.

Put your masters in the correct order and click start. Each time it gets to a new master it will switch the print label to the next one.

How do I export the DiscJuggler log?
Go up to File->Export and choose the location to save the text file.

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Publisher

I get an error telling me the License Key has expired.
Solution: Find the disc that is labeled Publisher Software. On the disc, open the folder called License and find the file labeled License.txt. Copy down the license. Open Publisher, Click OK on the License has expired error. You should have a new window open that is asking for a license. Paste your license, Click Apply and OK.

It tells me the autoloader could not be detected Please set up the hardware
Solution: This is due mainly to a loosely connected serial cable or drive hardware has changed. Make sure the serial cable is tightly connected to the autoloader and motherboard. Click ok to select hardware. Make sure autoloader says All Pro Solutions and click the setup button. Now add each drive that is to be used for the system. Click Apply and Ok when finished

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Printers

Rimage Prism Plus

My Prism Printer is blinking 13 times and not printing

Solution go to Start->Control Panel->Printers & Faxes-> right click the printer and choose Properties-> click the Device Settings tab-> click Installed Ribbon and change to match the ribbon type installed in your printer

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Pro 3 Printer

My printer is not printing to the disc
Solution
Go to Printers and Faxes
Right Click on Printer
Select Properties
Click the General Tab
Select Printing Preferences
Click on the Advanced button

For good printing use the following settings – if necessary adjust strobe in increments of 5 .

****Do Not set strobe above 80!! This can damage the print head and is not covered under warranty****


Under Graphic:
Print Quality: 300X600
Under Document Options:
Halftoning: Dither 6X6
Under Printer Features:
Intensity 9+
Strobe 50 (recommended for Silver discs. 55 for White discs)


My printer can still not print
Solution try a better grade or different type of media as the current disc surface may not be compatible with the ribbon.

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Teac P55


I get what looks like tearing or white spots at the 12 and 6 o’clock positions of the disc. Solution the media you are using is not compatible enough for the ribbon to stick. Try a better grade or different type of media. Alternatively you can also try using a Versamax ribbon. Contact dealer for information.

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Primera Signature Z6

The light just blinks and printer is unresponsive.
Solution take out cartridges, make sure there isn’t any ink on the contacts on either the printer or the cartridges, also make sure the blue, red, black color barcode at the bottom of the cartridges isn’t damaged. Reinsert cartridges, if same error try new cartridges.

I get a printer error when I try to print
Solution set cartridge type to the type of cartridge you are using with the printer *Note PRN files also store this information when created. If you try to use a photo PRN and have only black the label will not print.

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Autoloader

The autoloader unloads the printer and tries to unload the printer again/The autoloader takes disc from input bin and as it is rotating drops the disc
Solution: Disc Presence sensor needs adjusting. Usually the sensor needs to be lowered a little because as it is rotating it trips the sensor making it think it lost the disc. Also make sure disc is being picked correctly (all the way up on the picker and is held horizontally).

Autoloader pushes down on stack of discs and makes grinding noise.
Solution: Make sure discs are aligned and that there are not gaps between the disc. Make sure no strong light (sun light/spotlights). To check they can turn off the lights or rotate the machine or lift up the stack of discs so they are slightly tilted (eliminating gaps between discs where the IR can be seen). If it is external light, block the source. If it is the gaps eliminate the media and use media with stacking rings. If none of the above, try bending the metal tab/optic sensor located by the vertical belts. You want to bend it slightly towards the top of the picker.

Arm only drops down an inch and moves to next bin and repeats same thing.
Solution: Broken Harness/Flex/Optic sensor. Check the harness cable where arm twists and see if wires stretch do to broken wire. Replace with external harness cable and check, replace flex and check, replace both and check.

Arm intermittently picking disc from 1 bin/Arm can’t pick from bin or drops down only an inch on one bin/Arm can pick from input but not output or vice versa
Solution: Break in the Harness at a certain point where when it rotates it makes contact allowing it to work and when it rotates away it won’t allow it to pick.

Arm grabs disc from input but as it is moving up it drops disc/Disc scraping rods
Solution: The disc is scraping the rods. Adjustments can be made, please contact All Pro Solutions.

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Optional

What graphic formats are supported by CD Designer?

· Rimage recommends using BMP, TIF, WMF, and JPG files. All files, including JPG files, should be saved at 300 DPI.

· TIF files must be in an RGB color model without LZW compression. If a CYMK TIF file is the only file available, convert the file to an RGB format with a graphics application.

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Primera

CD-DVD Label Graphic Design Tips for Beginners and Professionals.
Whether you contract your graphic design or do it yourself, these guidelines will help you get the best quality discs out of your Disc Publisher.

1. Image Size/Shape. The image should be a 4.72 x 4.72 (120mm) square. Circular images are not necessary since the print driver crops the outer margin and inner circle based the measurements specified in the printing preferences. If the image is circular the outer margin or inner circle size may not be adjustable.

2. Resolution. Resolution is measured in dots per inch or dpi. 300 dpi is sufficient to get the best possible quality from most images. A 72 DPI image will look fine on screen but WILL NOT print well. Graphics and logos found on websites are typically 72 DPI. The image below was printed from a 72 dpi image. Notice the jagged edges. Remember, print quality settings found in the printer driver will have no effect on improving a low dpi source image.
On the other hand, resolutions higher than 300 dpi will not produce better quality but may require more RAM to print and hard drive space to store. They could even slow down the print process.

72 DPI Image printed with the Bravo
3. Image File Format. Most graphics are created in a graphic application. Since this graphic application is not usually on the same computer as the Disc Publisher doing the printing, it is necessary to export the graphic into universal format that can be read by other programs. We recommend TIF and BMP files for graphics. These formats are uncompressed. JPG files also work well for graphics that include photographs. All three formats can be imported into the SureThing application (PC) or the Discribe Application (Mac)

4. Color Mode. Set the color mode in the source graphic application to CMYK. In most cases this will produce the most accurate color reproduction of the image on screen. However, if CMYK is not producing the desired color matching try changing the source image to RGB and then exporting the image again in one of the universal formats mentioned above. Click here to learn more about color modes.

5. Text. Use white text or inversed logos or graphics for guaranteed sharp printing and ink conservation. Since printing white on a disc means not printing, the text or graphics will be extremely clear and ink consumption will be zero. See the images below for an example.

6. Importing. If you are using SureThing exclusively to design your labels you will not need to worry about the first four items on this list. SureThing automatically sets this up correctly. However, if you are importing images into SureThing you will still need to follow the guidelines set out above.

Note: Often it is useful to request that your graphic designer provide you with several different formats for you to try printing. For example you could request your image in six different formats: A JPG, BMP, and TIF in RGB color mode and a JPG, BMP and TIF in CMYK color mode.

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Copy Pro

PowerPro 1 and II Frequently Asked Questions

1) Three blink error coming out of ‘Status’ LED on PowerPro II printer when it goes to print or "CD not Clamped" in LCD of PowerPro 1

This error means there was no CD detected when the print file was sent to the printer. Either:

a. picker is not dropping the disc correctly into the printer
b. The media has difficulty clamping, it ‘pops out’ of printer tray
c. A malfuction the the clamp itself or sensor associated with it is causing an erroneous CD not clamped condition.

On PowerPro II try manually putting a CD in the tray, press ‘start’ button on printer, then ‘print’ button on printer. If it prints it is most likely a or maybe b.

Check alignment of printer. CD is not getting properly seated in printer tray. Make sure CDs are not warped. If printer indicates CD not Clamped when it obviously is clamped printer might have mechanical problems.

Both Powerpro 1 and Powerpro 2 work the same way to determine if the CD is clamped or not. There is a mechanism that physically clamps the disc. That mechanism has a flag that can interrupt a photosensor. When the tray is retracted a predetermined distance, that sensor status is checked. If the beam is still being interupted, the CD is not clamped. If the beam is not being interrupted, the CD is clamped.

On the PowerPro 1, the entire clamping mechanism can ‘stretch’ causing the CD to indicate not clamped. It is usually the L shaped clamping pin getting bent so the ‘hook’ not longer has a 90-degree bend. There is also a piece of sheet metal that transfers the force around the hole in the center of the tray. Remove the plate on the underside of the print tray to expose this piece. If this piece ‘stretches’ it can cause erroneous CD not clamped messages.

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On PowerPro 2 the problem can have more causes. They can be, but not limited to:

A. Loose set screws on pulleys that turn gear to advance tray in and out.
B. Clamping mechanism on tray defective.
C. Bad placement of the ‘home’ sensor.
D. Defective photosensor at clamping position.

The above list is in order of likelihood. Call CopyPro Technical Support at (925) 689 - 1200 Mon-Fri between 9am and 5pm PST for additional assistance

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2) PowerPro series Printer doesn’t print when printing from applications

· Make sure printer powered on and 'ready' light is on solid.
· Make sure PowerPro driver is selected as the target printer or is 'Set as Default' in printers folder under control panel
· Take printer off ‘auto’ strobe setting and force a value like 35.
· If the active light comes on when sending a print file but printer doesn’t print try changing the parallel port mode in the computer Bios. The settings that work are ECP and Normal (output only). EPP and ECP+EPP do not work. Some faster computers only seem to print in ECP mode.

Also see PowerPro manual for additional setup tips.

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3) Printing is faded, has 'smudges', or has vertical or horizontal unprinted lines in it.

Most printing issues can be fixed by doing one of the following:
· Change the 'print strobe' setting in the PowerPro printer driver. Try higher and lower
· Clean the Print Head with a Q-tip and either Rubbing Alcohol or Lighter Fluid
· Make sure the thermal ribbon is secure on the input and output spindle. A notch is removed from the cardboard tube the ribbon comes on. Make sure this notch hasn't slipped off the peg on the spindle.
· Switch to a different kind of media

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4) The Powerpro prints, then starts to print a second time lower on the disc. It 'double prints.' The PowerPro 1 Thermal printer prints about 3/4 of the disc then shows vert stepper error in the LCD and just makes noise.

The print file sent to the printer was intended for the Color ribbon and the monocolor ribbon is installed in the printer. Printer driver must be switched to monocolor.
In WINNT start/settings/printers then right click Powerpro and select Document defaults then select advanced. Set color mode to grey scale or monocolor. In WIN98 start/settings/printers right click the powerpro and choose properties. Click the graphics tab then click the Color button. Specify 'Print in Black and White only' then OK Apply OK.
In WIN2000 Start/settings/printers, right click Powerpro and select printing preferences, click advanced button then select Monocolor as color mode under Document Options.
In Win XP start/printers and faxes then right click the PowerPro and choose 'printing preferences'. Click 'advanced' button then select Monocolor as color mode under Document Options.

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5) What is "print process creation failure?" or "unable to load CdPainter.exe"
CdPainter was not able to be accessed along with the path to the label file.

Make sure CdPainter is installed in C:\program files\copypro\cdpainter. Redesign your label and save it in that directory.
If saving into other folders is desired add C:\program files\copypro\cdpainter to the path.
In win98 add Path=%path%;"c:\program files\copypro\CdPainter" to the autoexec.bat.
In NT or 2000 add ;c:\program files\copypro\cdpainter to the path under environmental variables.

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6) My label printed with the .bmp or .jpg. missing, corrupt, with errors.

The associated bmp or .jpg. was not along the same path is was when the CD label was first created. (i.e. brought over on a floppy then the floppy was removed.) Choose ‘embed all pictures’ in CdPainter prior to saving or put the .jpg files on the hard drive before you save. You can also enable the 'Embed All Pictures' under the 'Settings' menu in CdPainter. This will save the graphics into the label file.

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Common Thermal Printer Issues and Solutions

Issue Cause Possible Correction


Label is too light or too dark Strobe Setting is either to high or too low.
The Strobe Setting controls printhead heat and print density. If label is too dark decrease Strobe Setting. If label is too light increase Strobe Setting. Make changes in 5 unit increments.

Curved marks in graphic Strobe Setting is too high.
Overheated ribbon causing "wrinkle" marks in graphics. Decrease strobe setting.If needed, clean print head.

Graphics or text are not printed near CD edge or hub CD has unprintable areas near outer edge and inner hub, also check template size in CD label program Template adjustment is made from CD Label program, see Settings Menu. Adjust label template to mask unprinted areas. Template mask creates uniform boarder for crisp presentation.
Jagged or rough looking graphics or text that has been imported from other program or WebPages Low-resolution graphics appear jagged or rough. Graphics re-sized to larger size lose resolution. Create graphics sized for label at 300 DPI, then import into CD Label program. WebPage graphics at 72 DPI will become "rough" if resized.

Text appears light or faded(text created in CD label program)
Text color not optimized for CD printer From label program change text color to one of the seven solid colors. These colors are shown in Custom Colors area of Color Menu. See Optimizing Color Labels.

Graphics appear light or incomplete Some colors in graphic not optimized for CD printer Use Paint or Photo program to increase color density of graphic prior to import to the label program

Vertical line across label White vertical line through label indicates printed requires cleaning
Clean printhead, see Maintenance Section of User Manual. If cleaning does not correct issue printhead may be damaged.

Unprinted area or marks on label Possible finger print or dust disc interferes with printing
Avoid touching printable area of CD prior to printing

Straight horizontal lines accross
Disc Strobe too high or ribbon not properly installed Turn the print-strobe setting down in the printer driver and inspect ribbon for proper tension and installation.

Middle 1/3 of disc doesn't print from top to bottom
Media type set to DVD in printer driver If media type set to 'DVD' in printer driver middle 1/3 of disc from top to bottom does not print because some DVD media have a stacking ring on top. If your DVD media doesn't have a stacking ring on top set media type to CD
Tops or bottoms of letters get cut off Ribbon tension A work around is to put a period (.) at the very edge of the disc about 3-4mm above the spot that isn't printing properlyThis will bring the print head down sooner

White 'smudge' or black dots accross disc at tops of words or graphics
Media not suited for thermal printing Switch media. White residue actually wipes off. Switch to a different type of thermal ribbon

Colors don't match or arent bright enough
Bad media or printer settings Switch media. Get the latest driver from tech support. There are several settings in the printer driver that will change printer output. Strobe, intensity, ICM Color Management, ICM intent, and halftoning.

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Technical Support and Repair Services