FAQs - TECHNICAL SUPPORT
Gem’s highly experienced and knowledgeable field technicians and support staff provide industry-leading technical support for its customers. If you don’t find the answer to your question below, contact our tech support team.
Can I install one of your printers at my workplace without a Gem technician?
A customer has the option to install a printer without Gem’s assistance but we only recommend this if the buyer fully understands the installation process. Most customers that are new to CIJ printing elect to use Gem’s trained technical staff for new installations as well as to provide training to staff members who will operate and conduct maintenance on the printers. Using a Gem technician ensures a worry-free installation and start-up.
Is it easy to setup a new printer?
The level of difficulty when setting up a printer depends on the application. However, without a solid understanding of the printer’s functions and controls, the setup process can be very challenging. Gem’s experienced service technician team can assist you in maximizing the full functionality of the printer.
What maintenance requirements should I expect for a new printer?
There is both daily maintenance and routine longer-term preventive maintenance that is required to ensure a consistent worry-free operation. There are several steps involved in the routine maintenance of our printers, including the replacement of the ink system’s filters. Please contact a member of our sales or service team for more information on Gem’s Preventive Service Contract.
What level of consistency and high quality can I expect when printing codes on my products?
When a printing system is used, maintained, and operating correctly, you can expect to get consistent, high-quality code printing. The quality of code printing will vary depending on several variables including the application, the substrate, and line speed.
How fast can a printer apply codes on my products?
Maximum printing speeds vary depending on production line speed, printed character size, message length, and the substrate. Gem has specific customer applications that run at over 1600 fpm. Our sales and technical staff can provide an estimate of the expected top speed a printer can achieve, based on the details of its specific application.
What is the temperature range for operating a printer?
The operating range of the hardware is 41°F to 113°F (5°C to 45°C). Printers and printing inks may require more frequent cleaning and intervention at the extreme edges of this range.
How fast does the ink dry?
Ink drying times will vary based on the type of ink being used and the substrate. For example, an ultra violet ink will take longer since it must pass through UV light in order to dry and adhere to a product. A solvent-based ink can dry in seconds. Highly pigmented inks typically take longer to dry than a solvent-based ink.
Is there any surface that the ink won’t adhere to?
While Gem offers a wide range of ink that will adhere to many different materials, we recommend running a printing sample for unique products that may present adherence challenges.
What are the benefits and differences of each Gem printer?
Our printers offer a wide range of benefits, such as speed, reliability, and ease of use. A tempo model printer will allow you to print at higher production line speeds. An Evo model printer allows you to detach the screen and move it to a desired location. Our traditional printing equipment has a proven track record for long-term performance.
Can a Gem printer be setup to communicate with another printer?
Yes, we have multiple channels and software packages to make this possible. Contact us for more information on multiple printer synchronization.
What technology requirements should I expect when using a Gem printer?
The technology requirements will depend on the application(s) that are being used and if you will integrate it with other machinery or software.
Can I only use one ink color per printer?
Only one color ink can be applied at a time, however different colored inks can be used with one printer after the system has been flushed and the filter has been changed.
Can my printer be “over-used” or used to often?
No. In fact, with CIJ technology, the ink system is exercised when the printer is in use – this results in an improvement in the general performance of the printer. Printers that are not used frequently should be cycled to jet run and exercised once a week, at a minimum. Printers used on an extremely infrequent basis should have the ink system properly flushed between printing sessions to prevent damage that can occur by dried ink evaporation over a longer period.
What are the top 5 steps to take to keep a printer trouble free?
- When the printer is empty of solvent, replace the solvent as quickly as reasonably possible. We recommend doing this within 30 minutes or less.
- Before starting or stopping the ink jet, raise the print head flap. The flap is only designed to be in the closed position between the time that the jet starts and stops.
- Ensure that the print head is cleaned thoroughly and properly within a minimum of every 8 hours of operation. Thorough and routine cleaning sessions are vital to maximum printer performance.
- A correct and uninterrupted printer shutdown process should be performed when taking the printer out of operation. If this is within 8 hours or longer of non-use, a printer can be cycled down correctly by opening the head flap, cycling down the printer, rinsing the gutter, allowing for the shutdown to be accomplished. The printer can be powered off for dye-based inks or placed on standby mode for opaque ink types.
- Ensure that infrequently used printers are cycled on to the “ink on” or “jet run” state to allow ink systems to flow and exercise once per week for 4 hours minimum. This will allow the printer to maintain its own vital ink viscosity and maintain readiness for good performance at the next printing interval.