Please Note:

All direct to film white ink is subject to separation if left unattended for too long. It is critical that any white ink is agitated in a timely manner, especially ink outside of the printer. 


DO NOT STOP AGITATING WHITE INK OR PERFORMING DAILY MAINTENANCE ACTIONS WHILE WAITING FOR CUSTOMER SUPPORT. STAGNATION OF WHITE INK CAN CAUSE FURTHER ISSUES OR WORSEN EXISTING ONES.


For reasons & solutions, click the problem/question or plus sign to the right.

Problem: My white ink is not printing.

Reason: Pooling, running, or bleeding ink is most likely caused by:

- Print mode settings

- Incompatible film and ink set

- Film PET coating defect

- Expired/separated ink 


Solution: Do not use third party ink or film. 

- Check white ink is not expired. 

- Verify print mode and media settings on the queue and job tab underneath the preview window in Digital Factory. Settings should reflect current ink and film in use. 

- If necessary, reduce white ink density. 


If issue persists after reducing density, contact support. 

Problem: My colors are not coming out correctly (after printing).

Reason: Colors issues can be caused by any number of variables in the printing process. With experience you will to come to recognize what causes discoloration or off colors in a given situation. 

Solution: Do not use third party ink or film. Our print modes are tested exclusively with film and ink we endorse. Using third party ink or film will affect print quality and may void your warranty. 

- Print nozzle check pattern. 
- Verify the correct print queue and mode are selected on the queue and job tabs underneath the preview window in Digital Factory. 
- Perform damper function test of channel that appears most affected. 

If issue persists, contact support. 

Problem: My colors are not coming out correctly (after curing or transferring).

Reason: Discoloration during the curing or transfer processes is typically caused by excessive or improper temperature settings or defective film coating.


Solution: Verify you are using the correct time and temperature requirements for your method of curing (heat press, oven, dryer). If issue has not previously occurred and your process has not changed, then the film is the most probable cause. Perform 2-3 test prints and cures. If issue persists, contact support. 

Problem: I'm getting streak/track marks on the film.

Reason: Multiple Causes. 

- Printhead Strike 

- Internal Roller dirty/debris inside printer

- Damaged/dirty encoder strip


Solution: Special attention must be paid to the direction of the smearing or track marks. 

- If they are horizontal (i.e. the direction the print head travels) a head strike is the most likely cause. See head strike instructions below. 

- Vertical marks indicate a dirty internal roller. This can be cleaned with the included cleaning solution and cleaning swabs. 

- If the marks appear to be in a random pattern or localized to one specifc area across different prints, visually inspect encoder strip for damage/dirt. Encoder strip can be cleaned with included cloth and isopropyl alcohol. 


If issue persists, contact support. 

Need further assistance? Contact your dealer for further support.