Epic 950 Thermal Ticket Printer — Tech Support Guide | Wild Rock Gaming

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Apr 10
9 min read

Wild Rock Gaming is proud to provide this FREE technical support reference guide for the Epic 950 Thermal Ticket Printer. This guide covers troubleshooting, maintenance, firmware, sensors, DIP switches, and more — everything you need to keep your Epic 950 running at peak performance. Wild Rock Gaming, based in Houston, TX, is your trusted source for used slot machines and gaming equipment with over 18 years of industry experience.

Contact Information & Technical Support

Wild Rock Gaming & Technologies is proud to provide this technical support reference guide for the Epic 950 Thermal Ticket Printer. Originally manufactured by TransAct Technologies, the Epic 950 is one of the most widely used ticket printers in the gaming industry.

Manufacturer Information

TransAct Technologies Incorporated is the manufacturer of Ithaca brand POS, Banking, and Food Safety receipt printers, and Epic brand Gaming printers.

Technical Support Phone: 877.748.4222

When calling the toll free number above, enter Option 2 for Parts and RMAs, or enter Option 3 for Technical Support.

E-mail Technical Support at: TechSupport@transact-tech.com

Online RMA form: www.transact-tech.com/tsg/rma.htm

Additional product support: www.transact-tech.com/drivers/epic-950

FTP Site for Downloads

TransAct maintains an FTP site for downloading documentation, utilities and firmware files:

FTP Address: ftp://ftp.transact-tech.com | User ID: gaming | Password: CAs1no123 | Direct URL: ftp://gaming:CAs1no123@ftp.transact-tech.com

Wild Rock Gaming Support

For additional assistance with your Epic 950 printer or any gaming equipment needs, contact Wild Rock Gaming & Technologies: Website: wildrockgaming.com | Location: Houston, TX

Serial Plate Information

Date Code Identification

The serial plate on your Epic 950 printer contains a date code that identifies when the unit was manufactured.

Month Codes — The first letter denotes the month built: A = January, B = February, C = March, D = April, E = May, F = June, G = July, H = August, I = September, J = October, K = November, L = December.

Year Codes — The two numbers following the month letter denote the last two digits of the year built (e.g., 04 = 2004, 05 = 2005, etc.).

NOTE: Standard Warranty is 2 years from the build date.

Printing Self-Test Ticket

A self-test ticket provides useful information regarding loaded firmware version and configured baud rate settings, in addition to performing mechanical testing.

Method 1: Quick Self-Test

Press and hold the FEED button for approximately 5 seconds, then release. The self-test ticket will print.

Method 2: Full Self-Test

1. Un-rack the Inner Chassis. 2. Open the Ticket Cover. Do not remove the currently loaded ticket. 3. Press and hold the FEED button until the Open LED goes out, then release the button. 4. Close the Ticket Cover and the self-test ticket will print. 5. Close the Inner Chassis to resume normal operation.

NOTE: The self-test ticket shows the firmware version currently loaded in the printer and other useful configuration information including baud rate and server port settings.

Printer Status and Bezel Light LEDs

The printer has been outfitted with an LED panel system that provides the condition of the printer by using solid or blinking status LEDs to communicate status information.

Status LED Table

Unit Ready: Ready=ON, Paper=OFF, Open=OFF, Fault=OFF | Cover Open: Ready=ON, Paper=OFF, Open=ON, Fault=OFF | Chassis Open: Ready=ON, Paper=OFF, Open=BLINK, Fault=OFF | Ticket Out: Ready=ON, Paper=ON, Open=OFF, Fault=OFF | Ticket Low: Ready=ON, Paper=BLINK, Open=OFF, Fault=OFF | Head Temp Error: Ready=BLINK, Paper=OFF, Open=OFF, Fault=BLINK | Paper Jam: Ready=ON, Paper=OFF, Open=OFF, Fault=BLINK | RAM Error: Ready=2-BLINK, Paper=OFF, Open=OFF, Fault=ON | CRC Checksum Error: Ready=4-BLINK, Paper=OFF, Open=OFF, Fault=ON | EEPROM Error: Ready=5-BLINK, Paper=OFF, Open=OFF, Fault=ON | Boot Load Mode: Ready=BLINK, Paper=OFF, Open=OFF, Fault=ON | Config Mode: Ready=BLINK, Paper=OFF, Open=OFF, Fault=OFF

Bezel Status Lamp

Steady: Online and Ready | Blinking Rapidly: Ticket is being printed | Blinking Medium: Ticket in ticket taken sensor / Ticket Low / Chassis open / Cover open | Blinking Slowly: Ticket not loaded (TOF) / Ticket jam error

DIP Switch Settings

Switch 1 is the furthest to the rear of the printer. The Active position is toward the outside edge of the printer.

SW-1 (Reserved): Must be in the Disabled position. If activated, the printer will be held in rest. | SW-2 (Ticket Low): Configures Ticket Low detection. The Disabled position prevents ticket low from being detected. | SW-3 through SW-6: Reserved. | SW-7 (Smart Suite): Activates the Smart Suite features. Must be active to use the status features of the Bench Test utility. | SW-8 (2-Color Operation): Activates 2-color operation (color ticket media required).

Game Interface Options

The Epic 950 supports multiple communication interfaces. The Inner Chassis is compatible with all firmware versions.

Serial (RS-232) — Part #95-04998L: Communication board with 14-pin connector. | Netplex — Part #95-05001L: Communication board with 10-pin connector. Powered through 8-pin pigtail connector. | USB — Part #95-05472L: Communication board with 4-pin USB connector and 6-pin Netplex connection. Powered through 8-pin pigtail connector.

Printer Firmware Versions

Firmware Naming Convention

Each firmware file is named with a prefix and number that signify specific information about the firmware. The Family Mask is indicative of backwards compatible firmware.

F xxx = Factory Test (Must be re-flashed!) | S xxx = TransAct Template Language (Serial PCB) | N xxx = WMS - IGT Netplex Protocol (Serial PCB) | V xxx = IGT - Netplex Protocol (Netplex PCB) | H xxx = GSA - GDS Printer Protocol (USB PCB) | U xxx = TransAct Template Language (USB PCB) | IUN xxx = IGT - Ithaca Universal Netplex (USB PCB) | IUU xxx = IGT - Ithaca Universal USB (USB PCB)

Obtaining Printer Firmware

Firmware files (*.cbt) are available for download from the TransAct Gaming FTP site (see Contact Information section). After logging in, browse to the Epic 950/Firmware folder. Select the interface type and firmware version to download.

WARNING — FIRMWARE DISCLAIMER: The firmware within all gaming ticket printers is subject to regulatory approval. It is the casino's responsibility to ensure that only approved firmware for the specific game platform is installed to avoid potential fines imposed by the regulatory body. Please contact the game manufacturer and/or regulatory agency to confirm the approval status prior to using any new printer firmware version(s) in your games.

Racking/Un-Racking the Inner Chassis

To Remove the Inner Chassis

Pull on the Ticket Cover to release the rear detents, pulling the Inner Chassis towards you until its latches catch the forward detent slots. Push the Inner Chassis back in slightly, pull on the Release Lever, and pull forward on the Inner Chassis to un-dock it from the Outer Chassis.

To Return the Inner Chassis

Align the base of the Inner Chassis with the outer walls of the Outer Chassis, seating it within side walls A and B as shown. Make certain it is straight so the Inner Chassis does not damage the flex cable. While pulling outwards on the Release Lever, slide the Inner Chassis towards the rear of the Outer Chassis. Push the Inner Chassis all the way to the back until it stops. When fully seated, the front metal plate of the Inner Chassis and the front left edge of the Outer Chassis are flush.

WARNING: INTERCONNECT PC BOARD ASSEMBLY must be latched in position. Check by trying to move the board by hand prior to racking. MAKE SURE IT IS LATCHED before racking.

Preventive Maintenance

Cleaning Instructions

1. Remove Inner Chassis as described in the Racking/Un-Racking section. 2. Open top cover all the way to allow airflow between printhead and platen roller. 3. Remove any loose particles using compressed air. 4. Clean ticket burst area (under top cover) with a lint-free cloth. 5. Supply power to the printer either by reinstalling it back into a game or using the Download Kit's power supply. 6. Open cleaning card pouch and remove cleaning card. 7. Insert cleaning card into feed path while applying some tension, thereby cleaning the entire surface of the platen roller. 8. Open the top cover and remove the cleaning card. 9. Repeat process if necessary. 10. Properly dispose of used cleaning card.

Waffletechnology Cleaning Cards

Insert cleaning card into feed path with the notches towards the leading edge and use the FEED button to feed it through 2x.

Warnings

WARNING: IPA solvents can damage rubber rollers with frequent use. TransAct recommends a maximum usage of 2x annually.

WARNING: The thermal printhead's life can be reduced with excessive friction. When cleaning the component directly, TransAct recommends using IPA solvent on non-abrasive lint-free cloth.

Purchasing Cleaning Cards

Cleaning cards are available through TransAct. Description: 2.5 inch x 6 inch Cleaning Cards (qty 15) — TransAct Part Number: 200-00155

Sensors and Switches

Ticket Low Sensor: Optically senses when 5-10 tickets remain in ticket supply bucket. Reports ticket low to game in status byte. | Top of Form Sensor / Ticket Out Sensor: Senses and aligns to black dot on right edge of ticket. | Ticket Taken Sensors: Used to determine when customer has removed the printed ticket. | Audible Alarm: The audible alarm will activate upon printer reset. Other alarms are under control of the game. | Chassis Open Sensor: Located on Main Controller Board. Determines if printer Inner Chassis is racked out or open. | Ticket Burst Sensor: Used to verify that the ticket perforations have been separated during the burst operation. | Cover Open Switch: When activated, returns a cover open status to the host and inhibits the ticket printing operation until the Ticket Cover is closed.

Flex Cable Replacement

Installation Procedure

When installing the cable into the Outer Chassis, make the rear connection first. Then create a loop in the cable so that it can be easily slipped over the clip closest to the connector, then repeat for remaining clips. Release the sliding connector board latches by lifting up on the two levers and push the board towards the rear to allow enough slack to mate the front connection. Now mate the front connection to the sliding board and pull the sliding board forward until it is firmly latched.

WARNING: If reinstalling a used cable, care must be taken to ensure that the cable bow protrudes in the correct direction as shown in the original documentation.

Replacement Part

Description: Flex Cable — TransAct Part Number: 98-06499L

Troubleshooting

Use the following guide to diagnose and resolve common Epic 950 printer issues:

Unknown / Not Working: Check Main Controller Board connections. Check printer Status LEDs - Ready should be ON, all others OFF. | Strange Errors: Most problems can be resolved by blowing out with compressed air (open cover). Verify printer firmware via Self-Test ticket. | COMM Error: Check printer dip-switch #7 position (affects how status is provided to EGM). Verify the port settings if the printer is unable to communicate. | Ticket Fails to Print: Verify the printer boot loader is v1.13 or greater. If the ticket fails to print out, update firmware. | Restore Defaults: If all else fails, load the printer with factory firmware (STST24.cbt) to restore additional default settings.

Quick Troubleshooting Tips

Verify the port settings if the printer is unable to communicate. Verify the printer boot loader is v1.13 or greater if the ticket fails to print. If all else fails, load the printer with factory firmware (STST24.cbt) to restore default settings.

Download and Test Hardware

Required Download Hardware

To download printer firmware into an Epic 950 printer requires some additional hardware available for purchase from TransAct or their distributors. 100-06693L — Single Download Kit includes the download cable and software. 100-06935L — Includes an Outer Chassis with a Serial interface needed to dock and power the printer.

imPort Firmware Download Port

The Epic 950 printer features an imPort firmware and graphics download port. This port uses a 4-pin Molex connector with an RS-232 interface for connecting with a PC at a fixed baud rate of 115,200 bps. WARNING: Do NOT plug power into the imPort connector.

Making the Connections

Attach the hardware included in the Single Download Kit as shown in the original documentation. Power can be supplied to the printer from: a slot machine, from the 4-pin power connector on a USB Interface PCB, or via the Communication/Power Adaptor when attached to an Outer Chassis with a 14-pin Serial Interface connector.

Flashing Printer Firmware

Enter Printer Boot Load Mode

1. Un-rack and open the printer top cover as described in the Racking section. 2. Hold the FEED button while applying power to the printer. 3. Verify status LED panel: READY should be Flashing and Fault should be ON.

NOTE: The printer will reset and print a test ticket when download completes if you rack-in, close top cover with tickets loaded.

Download Utility Setup (One-Time)

1. Select the assigned COMM Port number from the pull-down. 2. Right-click on the utility title bar and check-mark XON/XOFF. 3. Slide the Serial Performance slider to 115,200 bps.

Flashing Firmware Steps

1. Click Get Printer Info button. The boxes below the button should populate. This also verifies bidirectional communication. 2. Click Select file to Download button and choose a firmware file. 3. Click Download Now button to begin downloading. 4. Wait until Flash Update DONE is displayed. 5. Close the cover and chassis, then power cycle the printer.

WARNING: Watch the LEDs on the printer. When the firmware download operation is completed, only the READY LED will be flashing a short blink once every second.

NOTE: The Single Download utility (Download.exe) is available on the CD included with the Download Kit or from the FTP site.

Contact Wild Rock Gaming today — call, email, or visit wildrockgaming.com. With 18 years of experience in the gaming industry, we are your trusted partner for used slot machines, gaming equipment, and technical support. We carry premium brands including Aristocrat, IGT, Konami, and Bally at wholesale B2B pricing. Located in Houston, TX — we ship worldwide.