Evolis has found an incompatibility issue with some versions of Evolis Premium Suite and some printer firmware versions. Affected users will see an “offline” printer and can correct the issue by following the Evolis Premium Suite update instructions below.
Symptoms:
The printer appears as “offline” in the supervision mode in the Evolis Print Center. Communication with the printer and printing are not possible.
Printers affected:
- Evolis Zenius
- Evolis Primacy
- Evolis Elypso
- Evolis KC200 et Evolis KC200B
Evolis Premium Suite versions affected:
- 6.18.0.688 (Published 10-July-2015)
- 6.18.3.733 (Published 27-Aug-2015)
- 6.18.4.750 (Published 25-Sept-2015)
- 6.20.0.758 (Published 14-Oct-2015)
- 6.21.0.800 (Published 19-Nov-2015)
Printer firmware versions affected:
- 1607 (or above)
Beginning with Evolis Premium Suite version “6.22.0.838” (published 13-Jan-2016), Evolis has solved this incompatibility error.
Evolis recommends updating Evolis Premium Suite in case the printer appears to be “Offline” in the Evolis Print Center, or in any instance of a client running one of the driver or firmware versions identified above. Following this recommendation will solve the incompatibility problem and may prevent it before it starts.
Clients should use the “Update Verification Wizard”, available from Evolis Print Center | Tools | Update Verification Wizard, to install the latest version of Evolis Premium Suite, and the latest printer firmware. The Update Verification Wizard requires access to the internet so it can connect to and retrieve the most recent updates from the Evolis website. If the host PC is not connected to the internet or you have any trouble following these instructions, please contact Safe-Card ID Services for assistance in retrieving and applying the necessary updates.
These kinds of compatibility issues are why we offer free lifetime support for a printer purchased from us! Our support technicians are available at +1 704.535.5200, or toll-free from the US and Canada at +1 888.485.4696.