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DirectAdvantage FAQs

Packing and Shipping

Software Issues

Printer Issues

Error Messages

Print Quality

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What is the SHOCKWATCH?Photo of Shockwatch Red (activated)

The SHOCKWATCH is the indicator affixed to both the external packing and to the side of your DirectAdvantage® Printer.  It is activated when the shipment is dropped or jarred while in transit. 

When you receive your DirectAdvantage Printer, please be sure to inspect the box for external damage and ensure that the SHOCKWATCH is not red or missing.

If box is damaged or the SHOCKWATCH is RED as shown in Diagram 1 or missing completely, refuse the shipment and file a claim with the shipper. 

What should I do with the packaging material? 

In the event that the printer will need to be repaired or replaced, we recommend that you retain all original packaging material to minimize the risk of damage during transport.  Replacement packing materials may be provided at a cost to you. 

I have to send my printer in for service, how do I prepare it for shipping?

 

The standard warranty for the DirectAdvantage is 12 months from the original purchase date.  During this time, we will service your printer at no cost.  To do so, you will be asked to prepare your printer to be shipped back to our facility using the original packing material.  You will then have to secure the printer to a pallet.  When the printer is ready, please call us at +44 (0)114 231 6887 so that we can coordinate the pickup for you. 

 

Instructions for Preparing the Printer for Shipment can be found here.

Why won't the Advantage Queue or Advantage Printer install? 

In order to install our Direct Advantage Queue Software, you must have the Recommended System Requirements. What are the Software Requirements?

If your PC is on a network, you must have Administrative rights to install software/drivers.  This can be granted by your Network/System Administrator. 

What are the Software Requirements?

  • Operating System: Windows 2000 or XP with Service Pack 2
  • Pentium 4 – 3.0GHz Processor
  • 1GB System memory
  • 80 GB Hard Drive
  • USB 2.0  

 I sent a job to the Advantage Queue, and nothing happened. Why is it not in the Queue?

  • Make sure they have a Sawgrass Folder in their C Drive. 
  • If not, create the following folders, and resend the job to the Queue.
    • C:\Sawgrass\Advantage Queue\Job Files
  • Customer must have administrative privileges on their machine which can be granted by their Network/System Administrator

Why does it appear there is no power?

If there is nothing on either the Sawgrass LCD or the printer LCD, check the following:

  1. Make sure that the power cable is plugged into the back of the printer and into a power source.
  2. Ensure that the green switch in the back is turned on and illuminated.
  3. Make sure the Red Emergency Stop Button is pulled out.
  4. Ensure the Power Button on the Epson Printer is pressed in. 
  5. Ensure that the printer is not up against a wall, or have some other obstruction  so that the shirt platen has plenty of room to move all the way back.  

Why does my Advantage Queue say "Communication Error" next to the Advantage Printer?" 

  1. Ensure you have the USB cable plugged into the PC and to the MAIN port on the printer.
  2. In the Direct Advantage Queue, right click on the Advantage Printer and go to Properties, then the Control Tab. 
  3. If it does not “find” 1 printer and it still says “Communication Error:”
    1. Make sure that the Advantage Queue is assigned to the AQP Port
    2. Make sure the Advantage Printer is assigned to the correct USB Port.
    3. Make sure the Direct Advantage Queue “finds” a printer on a COM port:
  4. Check the Device Manager. Make sure there is a the USB Serial (COM) port (under Ports (COM & LPT) and the USB Serial Converter (under Universal Serial Bus Controllers).

I have checked my Device Manager and I don't see the USB Serial Port.  What do I do?

 

If you DO NOT have a COM port and/or the USB Serial Converter, check the following:

  1. Ensure the SHOCKWATCH was not red upon receipt of the printer.   
  2. Ensure you are using Windows XP Service Pack 2.
  3. If you are using a HUB, or print server, try to connect directly from PC to Printer.
  4. If the USB serial port (COMxx) is not visible, then have the customer perform the following steps from the Device Manager:
    1. Click “+” beside Universal Serial Bus controllers
    2. Right click USB serial converter Click properties
    3. Click advanced tab
    4. Check load VCP box
    5. Click OK Remove USB cable from either the printer or the computer
    6. Reinsert USB cable: the computer should now install a USB serial port (COMxx) for the printer.  NOTE: If the Found New Hardware Wizard is prompts you browse your system for files, they can be found in the following folder: C:\Program Files\Sawgrass\Direct Advantage\CDM 2.00.00)
    7. Safely remove any other USB Devices, especially a SmartCard(or other FTDI device) or another Epson 4800 printer. This can create conflict when trying to install.
    8. If the above Steps fail, you may want to:
      1. Plug the USB Cable into another USB port on the PC.
      2. Try another 2.0 USB cable.
      3. Plug the printer into another PC (ie borrow a laptop)
      4. Contact Sawgrass Technical Support

The printer says Service Req 0001001E. What do I do?

The most common reason for this error is that the "paper cutter" has been turned on and will need to be turned off.  I have attached a picture of the display, showing how the printer should read before you print.  If your display does not look like this, you will need to press the left arrow and scroll through the 3 options until you get to the Roll paper icon. 

The only way to recover from a Service Req error is to power the printer off completely and remove all documents from the Advantage Queue and Printer Drivers as outlined below:

  1. Switch off the green power switch on the back of the printer 
  2. You should also disconnect the USB cable.
  3. While the power is off and unplugged, go into your list of printers and faxes.  (Start Menu>Control Panel>Printers and Faxes or Printers and Other Hardware) and cancel any documents that may be in the Advantage Printer and/or the Advantage Queue. 
  4. Go into the DirectAdvantage Queue and double Click on the Advantage Printer line at the bottom that probably says "Communication Error."  This will open a new window. Delete any jobs that are on that list and then close the window. 
  5. Reconnect the USB cable back in.
  6. Plug the power cable back into its source.
  7. Ensure you have removed the thumb screws and pulled out the green tab to unlock the printer.   
  8. Ensure that there is has enough room to move from front to back, if there is a wall behind the printer and the platen hits it, it can prevent the printer from initializing, cause Service Required errors or possibly printer damage.
  9. Switch on the green switch and pull the emergency stop button. 
  10. Go through the usual start up sequence.  You may need to start up printer with the jig off, or on if it was off.
  11. When the printer display says ready, check the Paper Selection option on the Epson display to see if it is set to roll paper.
  12. Run the auto height process to set the jig at the correct height
  13. Print the ColorSure palette. 
  14. If this prints correctly, send a job to the printer.
  15. If this works then the process is complete. 
  16. If this does not work, and you get a service required error again, you will have to power off and back on as outlined above and try the following:
    1. Test what happens when you print another image or file.
    2. Test what happens when you print through another design program.(Corel, Photoshop)

I have been instructed by Sawgrass to do a Belt Tension Adjustment.  How do I do that?

We do have instructions for adjusting the belt tension.  To obtain that, you will need to contact Sawgrass Technical Support at  +44 (0)114 231 6887.

 

The Sawgrass Display says "Head Clearance Error." What do I do?

  

A head clearance error means that the height sensors have been activated by either a wrinkle or seam in the garment, or some other obstruction.  The printer will not allow you to print, if there is potential for anything to come in contact with the printhead. 

You will have to press "Load" to return the jig to the Loading position and smooth the wrinkle or seam. 

You may also need to raise the printer up, by pressing the Up Arrow button to avoid this sensor from activating.

I have a message on my Printer LCD, what does it mean? 

There are several different messages that may be displayed on the Printer LCD panel.  Here is a list of the most common messages and their possible resolutions. 

SET INK CRTG 

This is an ink cartridge chip error:

  1. Remove the cartridge
  2. Gently go over the chip with a pencil eraser
  3. Clean the chip with and alcohol swap
  4. Return the cartridge to the printer
  5. Hold down the Pause button on the printer for 5 seconds.
  6. Replace the cartridge. 
  7. Positioning issues

SER REQ

Service Request errors in the range 00010004 - 000101D are related to a carriage movement problem. In some instances like paper jams, the carriage locking tab may be partially pushed in, causing the carriage locking mechanism to put a drag on the carriage or lock the carriage completely. This will cause a carriage error. Make sure the carriage locking tab is pulled to the left. Then turn the printer’s power off and release the carriage by pushing down on the cutter blade. Slide the carriage to the left and look for any paper that also may be restricting the carriage from moving freely.

LOAD SHEET PAPER

For Direct Advantage 1.0

  1. Ensure that you have the paper selection on the Sheet
  2. Ensure you are using the latest and correct version of the Direct Advantage Queue Software for the Direct Advantage 1.0

For Direct Advantage 1.5

  1. Ensure that you have the paper selection on the Roll
  2. Ensure you are using the latest and correct version of the Direct Advantage Queue Software for the Direct Advantage 1.5

RELOAD PAPER

For Direct Advantage 1.0

  1. Ensure that you have the paper selection on the Sheet
  2. Ensure you are using the latest and correct version of the Direct Advantage Queue Software for the Direct Advantage 1.0

For Direct Advantage 1.5

  1. Ensure that you have the paper selection on the Roll
  2. Ensure you are using the latest and correct version of the Direct Advantage Queue Software for the Direct Advantage 1.5

If the correct paper type is showing on the printer and the error will not go away, you may have to perform the following:

  1. Start the printer up as normal and when the printer comes up with RELOAD paper (instead of READY) press Load. 
  2. Lay a sheet of paper on the jig (like you would when doing a nozzle check and perform an AUTO height.)
  3. Press Load twice, like you would when printing a shirt. (if you get a Head Clearance Error, you can do an AUTO Height with nothing on the jig and once you send the jig to the back, lay the paper on it from behind.)
  4. Power the Epson printer off and then back on.  You will notice that when it powers up, the printhead will move over the paper and shine a white light down on the page and then move the jig forward until it “sees” the paper and then say READY. 
  5. You will then want to go into the Menu of the printer and turn the sensors off as follows:
    1. Hit Menu Twice for Printer Setup
    2. Down arrow to PPR ALIGN CHECK
    3. Hit Menu, should say *ON
    4. Hit the Down arrow to OFF
    5. Hit Menu, should say *OFF (there must be an asterisk [*] next to OFF, for the setting to take effect)
    6. Hit the left arrow back to PPR ALIGN CHK and then the down arrow and repeat for PPR SIZE CHK, SHEET SIZE CHK, AUTO NZL CHK, AUTO CLEANING and set them all to OFF. 

POWER CLEAN? 

This error should be accompanied with a Y (right arrow) or N (left arrow) Press the left arrow to answer No to the Power Clean.

AUTO NOZZLE CHECK?

 

This error should be accompanied with a Y (right arrow) or N (left arrow) Press the left arrow to answer No to the Auto Nozzle Check.

INK LOW

 

Ink cartridge is nearly empty.  You will be able to continue printing, but make sure you have a replacement. 

INK OUT

 

Ink cartridge is empty.  Printing will stop until you replace the cartridge. 

INVALID INK CARTRIDGE 

You have tried to install the wrong cartridges.  If this is the first time, verify with your distributor that you have received the correct cartridges.  If this is a replacement cartridge, be sure that it has the same label and bar code type as the older cartridge.

LOWER/RAISE INK LEVERS (L OR R) 

Raise or Lower the Right or Left Cartridge levers.

MTN TNK NEAR FULL 

The maintenance tank is near full.  You will still be able to continue printing.  You can purchase it from Epson.com. They currently cost approximately $40.

MNT TNK FULL 

The maintenance tank is full.  The printer will no longer print until you replace the maintenance tank from Epson.  You can purchase it from Epson.com.

NO MNT TANK 

The maintenance tank is not installed, or not seated properly.  Install the maintenance tank or pull it out and push it all the way back in.

NOZZLES STILL CLOGGED 

This error occurs when the Auto Nozzle check option is selected.  Hold down the Pause button to RESET the printer, or power off and on. 

NO INK CARTRIDGE 

 There is no cartridge installed, or it is not seated properly.  Install the cartridge or pull it out, push it back in until it clicks and lower the cartridge lever.  If this doesn’t work then:

  1. Remove the cartridge
  2. Gently go over the chip with a pencil eraser
  3. Clean the chip with an alcohol swab
  4. Return the cartridge to the printer
  5. Hold down the Pause button on the printer for 5 seconds.
  6. Replace the cartridge.   

Why isn't the image printing in the correct position on the shirt?

  • Make sure you have the brass stopper in one of the holes on the jig.(1.5)
  • Be sure you are pushing the jig all the way in and have it loaded correctly. 
  • Be sure that the jig is not backwards. (brass stopper is in the front)
  • The best paper size to use in Corel or Photoshop is 17 X 22. Look at the Preview to ensure correct placement before printing. 
  • You may have to go into the Properties of the Advantage Printer or Advantage Queue to “apply” the properties if the settings selected don’t change.
  • You may want to check the Paper Size in the Advantage Queue (ie Control Panel>Printers and Faxes>Printing Preferences>Layout>Advanced>US C 17x22)
  • We do have Templates that you can download to assist in aligning the images correctly. 

 My image is blurry.  What do I do?  

  • Print the ColorSure Palette to see if it is blurry on the whole shirt or just a portion. 
  • Use a level to check if the jig is bent or uneven. 
  • Confirm that the table and platen are level.
  • Reassemble the jig to ensure all sides are level.
  • Perform an auto height to make sure the jig is in the correct position.
  • Check to see if any pockets, buttons or pouches are in the way.
  • You may even need to move the printer down a little by pressing the down arrow.

Why is there a smudge on my shirt? 

  • If you see it before press, it could be the print head striking the shirt.
    • Make sure you are performing the auto height before printing.
    • Make sure they have no wrinkles or high areas on their “substrate.” (like pockets, or buttons, or straps)
    • You may want to look at the printhead to see if their is any cotton or ink surrounding the printhead and clean it according to the Preventative Maintenance CD that came with your printer.
  • If you see it after pressing, it could be occurring during the heat press process.
    • Be careful not to bump the wet ink when moving from the printer to the heat press.
    • Ensure that the hoop is clean & free from ink.
    • Clean the heat press to ensure that no residual ink is getting on the shirt.
    • Use a full sheet of blotter paper on top of the shirt to protect the press.
  • Print the ColorSure Palette to see if it is smudge on the whole shirt or just a portion. 
    • You may need to reassemble the jig to ensure that it is level.
    • Check to see if any pockets, buttons or pouches are in the way.

 

Why is only part of the image printing? 

  • Check the customer’s system specifications to see that they are meeting the minimum requirements: What are the Software Requirements?
  • Print the Color Sure Palette to see if it prints the entire palette.
  • Ensure the Paper Size or Canvas in your design program is 17 X 22 
  • You may want to check the Paper Size in the Advantage Queue (ie Control Panel>Printers and Faxes>Printing Preferences>Layout>Advanced>US C 17x22)
  • Resend the image from the graphics application to the queue and try to print it again.
  • Print another file or artwork.
  • Print from another design program. (ie Corel, Photoshop)

Why do the colors look different from my monitor?

  • Ensure a good nozzle check. What is a nozzle check? How do I do one?
  • Ensure that you have Color Management off in their design program (see Getting Started Guide for complete instructions)
    • For Corel 10-12, go to Tools>Color Management>In the Lower Left-hand Corner, next to Style, choose Color Management Off, from the drop down menu. 
    • For Corel X3, >Color Management>In the Upper Left-hand Corner, next to Settings, choose Color Management Off, from the drop down menu. 
  • Verify that you are using appropriate settings in the Advantage Queue/Printer for Vector or Bitmap.

Guidelines for Printing Vectors:

  • Print and heat transfer the ColorSure Palette on a white T-shirt.(this is also a good benchmark for establishing print quality)
  • Load the ColorSure Palette into their design Program.
  • Use their corresponding RGB values when creating vectored art.
  • When using the ColorSure palette, be sure to “Check” the ColorSure boxes.
  • If the color you are looking for is not on the ColorSure palette, they can use the Custom Palette Utility to add colors (See Users Guide for instructions.)
  • Remember, the color on the monitor will often look very different than the color that prints.  That is why it is essential to print the ColorSure palette first, so they can design based upon the printed output.
  • Please note, checking ColorSure will limit the output to just the ColorSure palette colors, so it can cause significant banding in half-tones and gradients.

Guidelines for Bitmaps

  • Ensure the image is in RGB mode
  • You will most likely NOT want to check the ColorSure boxes when printing Bitmaps, but there may be times when certain customers prefer it.
    • Please note, checking ColorSure will limit the output to just the ColorSure palette colors, so it can cause significant banding in half-tones and gradients.
  • You may want to try different Profile Settings to account for personal preference.
  • Print a Primary Chart and a ColorSure Palette – This is a good benchmark for establishing color issues. If this looks good, you know your printer is functioning normally.

If a you are still having problems with color, it is a good idea to print another image and from another design program to ensure that it is not an isolated file or specific design application or setting.

You will also need to consider the weight, brand, and color of the 100% cotton shirt/substrate you are transferring onto.  Different brands will print & transfer differently.

Be sure you are using the correct heat press parameters.  What are the correct heat press parameters? If you are still having problems with color or quality, we may request printed samples to include:

  1. Nozzle check (on paper)
  2. Primary Chart
  3. Color Sure Palette
  4. Sample Image. 

Where do I mail the samples?

What are the correct heat press parameters?

The heat press should be at 400 degrees F, 40 psi (pounds per square inch) for 25 seconds.  Be sure you cover the entire shirt with blotter paper.

 What is a nozzle check?

A nozzle check is a tool used to determine if all of the nozzles in the print head are allowing ink to be printed on the paper.  Sometimes these tiny openings become clogged resulting in poor image quality.  This is the first place to look if you are experiencing any quality problems such as faint output, streaking or issues with color. 

Most users print a nozzle check at the beginning and even several times throughout the day to verify there is not a problem that would interfere with production.  Printing daily nozzle checks is also a recommended technique to keep the nozzles from clogging in the first place. 

How do I do a nozzle check?

For instructions to perform a nozzle check, refer to page 61 of your Getting Started Guide.

  

 I did a nozzle check and it doesn't look good, what can I do? 

If you have done a nozzle check, and  it is not complete(missing a few ticks, a whole section of color or multiple colors, try the following:

  1. Find out what colors are missing and obtain bar codes/lot numbers and install by dates from each cartridge, ensuring none have expired.
  2. Perform up to 3-5 Utility Cleanings.  Please do not do any more cleanings unless instructed by Sawgrass Technical Support, as the procedure does consume some ink.
  3. Ensure that you have more than 50% remaining in the maintenance tank and 50% left in all 8 cartridges, by looking at the Levels on the LCD Display. 
  4. Clean your capping station by following the instructions on their Preventative Maintenance Video that came with your printer, or follow the Instructions below for How do I clean the Capping Station on my Printer.
  5. Try a back up cartridge for whichever color(s) are missing. It may take several cleanings to recover all nozzles once you have installed a new cartridge
  6. If none of the above works, call Sawgrass Technical Support or your Dealer.

How do I clean the Capping Station on my printer?

  1. Power off the printer. 
  2. Open the top cover.
  3. Unlock the print carriage and move it over to left to reveal the pump/capping station assembly. (How do I unlock the print carriage?)
  4. Locate the capping station area. (Diagram and Instructions)
  5. Spray and saturate the capping station with Simple Green.  
  6. Remove the Flushing Box, by removing its screw and lifting it straight up and out. (Use a magnetic screwdriver to avoid dropping the screw into the printer.)
  7. Rinse the flushing box with HOT water until the water runs fairly clear.  You can also use a lint-free cloth to clean any ink, cotton fibers, or foreign material. 
  8. Locate the wiper blade back between the capping station and flushing box and clean thoroughly, using a foam-tipped  swap or a lint-free cloth.  Clean between the split of the two rubber squeegees. 
  9. Return the flushing box by reattaching the removed screw. 
  10. Push the carriage assembly back to the parked position and allow the print carriage to sit on the capping station for at least 20 minutes. (overnight, if possible.)

How do I unlock and move the print carriage out of the way to clean my printer?

For instructions for how to unlock the print carriage, click HERE.

How do I contact Sawgrass Technical Support?

The number to contact Sawgrass Technical Support for the Direct Advantage Printer is +44 (0)114 231 6887.

You may also email us at support@sawgrasseurope.com or by filling out the Contact Us Form.

Where do I mail my printed samples? 

Because of the visual nature of our industry, there may be times when the only way for us to help you is to request printed samples.  You can mail or ship these samples to:

Sawgrass Europe,
Jubilee House,
Claywheels Lane
Sheffield
S6 1LZ
ENGLAND

 

 

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