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How do I schedule a service call?
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To have one of our local field service engineers assist you, please call us at 1-800-626-3464 to schedule an appointment. Our technicians can generaly respond to your call within two hours after making the call. Should this be an emergency, please listen to the operator for further instructions.
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Where do I send my printer for repair?
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After having received your RMA number and making it visible on the packing slip or the outside of the box, please ship your unit to the following address:
Norwood Marking Systems
Attention: Technical Support
2538 Wisconsin Avenue
Downers Grove, IL 60515
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How do I check the status of my repair?
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A repair status is given via email to the person who requests the RMA. An arrival notification along with an approval for repair and finally shipping information are communicated by our technical support personnel via email. Should you need to contact our repair specialists, please have your RMA number handy before contacting our technical support deparment at 1-800-626-3464 - C.T.S 8:00 a.m – 4:30 p.m.
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What is Norwood's correspondence address?
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Our business address is the following:
Norwood Marking Systems
2538 Wisconsin Avenue
Downers Grove, IL 60515
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How do I request a copy of my invoice?
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Please call us at 1-800-626-3464 and dial extension 3061 to speak with our accounts payable department.
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Do I need an RMA before sending my unit in for repair?
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To better assist you an RMA number is provided as a reference when requesting a return or repair status. Therefore, any item sent to our company must be accomponied by an authorization number.
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What is the turn around time for an in-house repair?
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We continually strive to offer you better service. Currently our average turnaround time stands at three business days. We can however offer you an emergency repair option, if interested, please call us at 1-800-626-3464 for more details.
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How do I place an order for ribbon, type, and parts?
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To place an order for parts/type, please dial 1-800-626-3464 and press (4) to reach the parts department.
To place an order for ribbon, please dial 1-800-626-3464 and press (3) to reach the ribbon department.
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What causes streaks across an image?
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Usually a streak can be remedied by properly cleaning your thermal bar. Should the streaks not dissapear after cleaning the printhead, possibilities are that the thermal bar has been irreversibly damaged either by .
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Where do I download the Sentinel driver?
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Please go to our download page or visit SuperPro driver to download the driver from a list. |
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What is the cause of a "not connected" error?
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Typically a "Not connected" error is due to a break between the Print Engine and the hand set
(PR1, PR5).
Technical Note: If you will be replacing interface cables or wires make a conscientious effort to properly label components before removing. The wires inside the control box are color coded which should help with labeling. When servicing the unit the following steps should be taken:
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Eliminate power to the print engine.
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Use a cheat sheet to record the position and color code of each wire.
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Replace damaged connectors.
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Secure the new connector and wire harnesses to the control box body or print engine.
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Carefully review your cheat sheet for proper wire location.
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Test your work by turning on the control box power switch.
Should you need further assistance, please contact our technical support group at 1-800-626-3464.
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What is the cause of a "print head one" error?
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"Print head one error" - Occurs when there is an interruption between CPU board and thermistor of the thermal transfer bar (Print head).
Check the following:
Flat 20 pin data cable – Check for damage to the data cable insulation. Verify that the connector has not come loose – Reseat connector and use wire ties to secure connector ends. PCB Board – Check for damage to socket pins and replace board, if broken or evidence of surface corrosion is found. Should you need further assistance, please contact our technical support group at 1-800-626-3464.
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Please provide the COM port settings for the 53LT model - (this is the same for 53XL80, 52I, 106L and 55 sst Printers).
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How far should my print engine be from the backup pad?
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The printing gap must be between 2 – 3mm or .078 -.118in (Point of reference - peel roller assembly)
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Where is the resistance value entered in the PR-5 (handset)?
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In the main menu scroll to Options →Setup →Print Head Resistor – Note: Resistance values can be in the range of (1074 ohms up to 1476 ohms). The resistance value appears on a white label affixed to the bottom of the print head, example: R=XXXX
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Why does my print keep rubbing off?
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Electrical energy passes through a linear array of microscopic resistive elements. Heat from these energized dots releases ink from the fast response thermal transfer ribbon onto the substrate. For this event to result in a quality imprint the following settings must be adjusted according to your application needs:
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Adjust your contrast setting.
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Always set to the lowest contrast setting to produce a good quality print
*Refer to printing parameters sheet*
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Print speed.
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This setting will be determined by the host’s throughput (bags/minute) and the time it takes for the printer to recover for the next print command.
*Refer to printing parameters sheet*
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Clean print head.
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Please refer to your “ Preventative maintenance” instructional guide.
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Clean silicon rubber pad with a rag dipped in Isopropyl alcohol or replace if damaged.
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Air pressure setting for most applications should be set between 2 BAR and 3.5 BAR
* Refer to regulator document*
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Please refer to the ribbon selection guide.
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The finish of a label or substrate determines what ribbon formulation works best. Please contact Norwood at 1-800-225-8283 to determine the correct fast response thermal ribbon formulation.
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What is causing my image to not be completely printed on my film?
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There are numerous factors that can affect your print quality, so let’s first focus on the basics.
Air pressure: It is crucial that the air flow to your print engine is consistent and uninterrupted. Also this air must be clean and dry – no lubrication needed. Our thermal transfer units will perform at 3 – 5 bars of air; if you are wondering one bar is equivalent to 14.5 psi.
Print speed: Most applications utilizing a wax/resin ribbon formulation can reach print speeds of up to 1000 mm/sec. In some instances when using full resin ribbons this speed is capped to a maximum of 250 mm/sec. If you are not certain about the settings needed for your application, feel free to reach our product specialists at 1-800-626-3464.
Density: As current flows through the resistive elements of the print head they become heated, with this energy the dry ink from the thermal transfer ink ribbon can liquefy and adhere to your film. Depending on your environmental conditions and print speed this setting may have to be adjusted accordingly.
Mechanical settings: We recommend your printing gap to be between 2 – 3 millimeters or 0.078” – 0.118”from the backup pad. Please refer to the picture below,
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Can I get replacement parts for my Kingsley machine?
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It is going to be dependent on machine model. Many machines have been obsolete for sometime and therefore parts are no longer available. However, we can supply ribbon, type and typewheels for most machines.
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Do you have manuals for the Kingsley machine?
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We have a limited library on the Kingsley machines. Many of the machines are similar in operation as well as parts. If we do not have the exact model, we may be able to assist with a similar model. Again parts for these machines may no longer be available.
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Do you support the Kingsley machines that mark on bibles, cards, ribbon, etc?
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Unfortunetly, that product line was discontinued many years ago. Our current machines are for industrial use and not for the decorative printing market. You can contact some of Kingsley competitors in this market for assistance.
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What Kingsley machines would you recommend for marking on plastic parts and components?
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We have a few machines that we can recommend depending on budget, production volume and need. Please contact our sales department for further information
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Do you sell Kingsley foils in different colors?
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We have different formulations, however, we only sell ribbon in black and white.
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