Free shipping on all orders over $75
PhotoCake For Cake Decorations

PhotoCake IV® Frequently Asked Questions

We're Here to Help

Quickly find answers to common questions with your PhotoCake Print on Demand System.


PRINTER - Epson XP-Series Printer

How do I change Ink Cartridges on the Epson XP-Series Printer?

From the printer’s touchscreen select 'Setup', choose 'Maintenance', then select 'Ink Cartridge Replacement', and press 'OK'. This will move the printer carriage over for you. You can then open the cover and replace your ink cartridge(s). Continue to follow the on-screen prompts to complete the replacement process.

How often should I perform maintenance on my Epson XP-Series Printer?

The best way to maintain your Epson XP-Series Printer is to print every day. If you do not have any pending PhotoCake Image orders, you also have the option of printing a color test to ensure the ink continues to flow properly.

Do the Epson XP-Series Printers have a removable printhead?

No. The Epson XP-Series Printers do not have removable printheads. We recommend keeping the PhotoCake printhead cleaning kit on hand to clean the printhead. Download the PhotoCake Ink, Supplies & Media Guide (pdf) to find the supplies needed for your printer.

How do I clean the printhead on the Epson XP-Series Printer?

The Epson XP-Series Printers use the PhotoCake printhead cleaning kit to clean the printhead. The PhotoCake printhead cleaning kit is installed in the same way you install your ink cartridges. Once you have inserted the PhotoCake printhead cleaning kit cartridges, select ‘Settings’ from the PhotoCake IV system touchscreen, select 'Printer Maintenance', then 'Printhead Cleaning', and ‘Print'. Follow the on-screen instructions until completion.

My colors are not printing correctly. How do I fix this?

If you are experiencing this situation, it may be due to a clogged nozzle in the printhead. The first step is to figure out which nozzle might be clogged by printing a color test from the ‘Printer Maintenance’ menu of your PhotoCake IV system. If your color test has gaps in any of the lines, this indicates which color is having the issue. You can perform a deep cleaning to help clear any possible clogs, or try changing the ink cartridge that is experiencing intermittent flow.

My edible paper is not feeding through my Epson XP-Series Printer correctly. How do I fix this?
  • Make sure your edible paper is inserted evenly into the printer and your input tray is attached. Adjust the gray paper guide to fit snugly against the left edge of the edible paper. This will help keep your edible paper straight as it goes through the printer.
  • Always ensure your edible paper settings within the PhotoCake IV system match the edible paper you are currently using.
Why am I getting smudges at the end of my edible paper when printing on my Epson XP-Series Printer?

  • Ensure your input tray and stationary output tray are fully extended and adjusted correctly. To stop any print head striking, always have your removable output tray installed.
  • Always ensure your edible paper settings within the PhotoCake IV system match the edible paper you are currently using.
The Ink on my Epson XP-Series Printer is not being recognized but the cartridge is new. How can I fix this?

  • A number of factors could be causing this:
    • Each ink cartridge has a yellow tab marked ‘PULL’. Ensure all PULL tabs have been removed.
    • Ensure the ink cartridges are in the corresponding slots within the printer. For your convenience, there is a color guide on the ink carriage as well.
    • Try another ink cartridge from a different box. If the second cartridge is recognized, there might be an issue with the first cartridge. If this is the case, simply contact the PhotoCake Technical Support at 1-800-644-1228 for a replacement. For faster service, have the ink cartridge lot number readily available when calling.
I replaced the inks in my Epson XP-Series Printer but now my colors are not printing correctly. Why?

After replacing an ink cartridge, it is important to perform a color test and a print head cleaning from your PhotoCake IV system to prime the ink cartridges. To print a color test, insert a plain piece of paper into the Epson XP-Series Printer, select ‘Settings’ from the PhotoCake IV system touchscreen, select ‘Printer Maintenance’, then ‘Color Test’, and touch ‘Print’. To perform a printhead cleaning, select ‘Printhead Cleaning’ from the ‘Printer Maintenance’ menu, then touch ‘Print’. When the printhead cleaning has finished, the printer will print another color test. At this point, your inks should be flowing correctly.

How do I clear a paper jam on my Epson XP-Series Printer?
  • Open the lid of the Epson XP-Series Printer and inspect it for any visible obstructions that could be causing the paper jam. If located, remove any obstructions. Restart the printer and see if the error message has disappeared.
  • If you are still receiving a paper jam error, please contact PhotoCake Technical Support at 1-800-644-1228.
I installed new ink cartridges and now I am receiving a 'You have not installed genuine Epson Ink Cartridges' error on the touch screen of my printer. What do I do?

This message appears because you are using edible ink cartridges instead of OEM (original equipment manufacturer) ink. This is a standard message and you can continue using the edible inks. Continue to select 'OK' until the printer asks you if you would like to continue using this ink, then select 'Yes'.

Why is my image printing off-center?
  • Check your edible paper settings to verify the settings match the edible paper you are currently using. This information is located under the settings tab within the PhotoCake IV system software.
  • Make sure your edible paper is inserted evenly into the printer and your input tray is extended. Adjust the gray paper guide to fit snugly against the left edge of the edible paper. This will help keep your edible paper straight as it goes through the printer.

PRINTER - Canon IP4820

I replaced the ink cartridges in my Canon iP4820 Printer, but the colors are not printing correctly. Why?
  • The ink cartridges may not be installed properly. Open the lid of the printer to verify the ink cartridges are installed in the corresponding slots within the printer. For your convenience, there is a color guide on the ink carriage showing the correct location for each ink cartridge.
  • Make sure the ink cartridges are not expired. Inspect each ink cartridge for the 'BEST IF USED BY' date.
  • Check to ensure the yellow tab affixed to each cartridge has been removed. If these are not removed, it will prevent the ink from flowing properly through the printer.
Why are the indicator lights on my ink cartridges flashing?

A flashing indicator light means your ink cartridge is low or empty. Please monitor your ink levels so you are replacing your ink cartridges when needed.

Why are the indicator lights on my ink cartridges not on?
  • Your ink cartridge might not be installed correctly. Try removing and re-inserting the ink cartridge. Ensure that the gray lever has been lowered before inserting each ink cartridge.
  • Always ensure your printhead is inserted properly prior to inserting your ink cartridges. The indicator lights on the ink cartridges must be illuminated in order for your printer to work properly.
My edible paper is not feeding through my Canon iP4820 Printer correctly. How do I fix this?
  • Make sure your edible paper is inserted evenly into the printer and your input tray is attached. Adjust the gray paper guide to fit snugly against the left edge of the edible paper. This will help keep your edible paper straight as it goes through the printer.
  • Always ensure your edible paper settings within the PhotoCake IV system match the edible paper you are currently using.
I am trying to replace my ink cartridges, but the ink carriage on my Canon iP4820 Printer does not move over when I open the cover. How do I get the carriage to move?

Close the cover of the printer, power the printer off and then power it back on. Wait for the power light stay at a solid green. Then open the cover and wait for the carriage to move over. If the problem persists, please contact PhotoCake Technical Support for more assistance.

Why is there a flashing orange light on my Canon iP4820 Printer?

A flashing orange light indicates an error with your printer. The number and pattern of the orange flashes can alert you to the type of error. For your reference, below is a list of common error messages. If you are unable to recognize the pattern of orange flashes or the error message itself, contact PhotoCake Technical Support at 1-800-644-1228 for more assistance.

  • 1 Flash, or Green and Orange lights both flashing - Carriage Error - Contact PhotoCake Technical Support at 1-800-644-1228.
  • 2 Flashes - Out Of Paper - Insert the edible paper, then press the resume button to the left of the orange light to continue printing.
  • 3 Flashes - Paper Jam - Open the lid of the Canon iP4820 Printer and inspect it for any visible obstructions that could be causing the paper jam. If located, remove any obstructions. Restart the printer and see if the error message has disappeared.
  • 4 Flashes - Ink Tank Missing/Empty – Open the lid of the printer to ensure you have each ink cartridge inserted. If one or more of the ink cartridges are empty, please replace them, close the lid of the printer, and wait for the printer power light to return to a solid green.
  • 5 Flashes - Printhead Defective or Not Installed – Open the lid of the printer and see if the printhead is inserted into the ink carriage. If the printhead is in the carriage, all the light indicators will be illuminated on the ink cartridges. Once this is verified, if the error continues, please replace the printhead.
  • 6 Flashes - Inner Cover Is Open - Close the inner cover, power the printer off and then power it back on.
  • 7 Flashes - Ink Tank Not Installed Correctly – Open the lid of the printer and check for the flashing indicator lights on your ink cartridges. If any are flashing, they may be in the incorrect slot. Please refer to the color guide label on the carriage.
  • If you have eight (8) or more orange flashes on your Canon iP4820 Printer, please contact PhotoCake Technical Support at 1-800-644-1228.
Why am I getting smudges at the end of my edible paper when printing with my Canon iP4820 Printer?
  • Ensure your input tray and stationary output tray are fully extended and adjusted correctly. To stop any printhead striking, always have your removable output tray installed.
  • Always ensure your edible paper settings within the PhotoCake IV system match the edible paper you are currently using.
Why is my Image off-center when I print on my Canon iP4820 Printer?
  • Check your edible paper settings to verify the settings match the edible paper you are currently using. This information is located under the settings tab within the PhotoCake IV system software.
  • Make sure your edible paper is inserted evenly into the printer and your input tray is attached. Adjust the gray paper guide to fit snugly against the left edge of the edible paper. This will help keep your edible paper straight as it goes through the printer.

PRINTER - Canon IP3500

Should the paper thickness switch on the left side of my Canon iP3500 Printer be set to paper or envelope?

The paper thickness switch should always be set to envelope. This will help eliminate streaking on your Images by keeping the paper rollers open to accept the edible paper.

I replaced the ink cartridges in my Canon iP3500 Printer, but the colors are not printing correctly. Why?
  • The ink cartridges may not be installed properly. Open the lid of the printer to verify the ink cartridges are installed in the corresponding slots within the printer. For your convenience, there is a color guide on the ink carriage showing the correct location for each ink cartridge.
  • Make sure the ink cartridges are not expired. Inspect each ink cartridge for the 'BEST IF USED BY' date.
  • Check to ensure the yellow tab affixed to each cartridge is removed. If these are not removed, it will prevent the ink cartridge from flowing properly within the printer.
Why are the indicator lights on my ink cartridges flashing?

A flashing indicator light means your ink cartridge is low or empty. Please monitor your ink levels so you are replacing your ink cartridges when needed.

Why are the indicator lights on my ink cartridges not on?
  • Your ink cartridge might not be installed correctly. Try removing and re-inserting the ink cartridge. Ensure that the gray lever has been lowered before inserting each ink cartridge.
  • Always ensure your printhead is inserted properly prior to inserting your ink cartridges. The indicator lights on the ink cartridges must be illuminated in order for your printer to work properly.
My edible paper is not feeding through my Canon iP3500 Printer correctly. How do I fix this?
  • Make sure your edible paper is inserted evenly into the printer and your input tray is attached. Adjust the gray paper guide to fit snugly against the left edge of the edible paper. This will help keep your edible paper straight as it goes through the printer.
  • Always ensure your edible paper settings within the PhotoCake IV system match the edible paper you are currently using.
I am trying to replace my Ink Cartridges, but the ink carriage on my Canon iP3500 Printer does not move over when I open the cover. How do I get the carriage to move?

Close the cover of the printer, power the printer off and then power it back on. Wait for the power light to stay at a solid green. Then open the cover and wait for the carriage to move over. If the problem persists, please contact PhotoCake Technical Support for further assistance.

Why is there a flashing orange light on my Canon iP3500 Printer?

A flashing orange light indicates an error with your Printer. The number and pattern of the orange flashes can alert you to the type of error. For your reference, below is a list of the error messages. If you are unable to recognize the pattern of orange flashes or the error message itself, simply contact PhotoCake Technical Support and we will be happy to help!

  • 1 Flash, or Green and Orange lights both flashing - Carriage Error - Contact PhotoCake Technical Support at 1-800-644-1228.
  • 2 Flashes - Out Of Paper - Insert the edible paper, then press the 'Resume' button to the left of the orange light to continue printing.
  • 3 Flashes - Paper Jam - Open the lid of the Canon iP4820 Printer and inspect it for any visible obstructions that could be causing the paper jam. If located, remove any obstructions. Restart the printer and see if the error message has disappeared.
  • 4 Flashes - Ink Tank Missing/Empty – Open the lid of the printer to ensure you have each ink cartridge inserted. If one or more of the ink cartridges are empty, please replace them, close the lid of the printer, and wait for the printer power light to return to a solid green.
  • 5 Flashes - Printhead Defective or Not Installed – Open the lid of the printer and see if the printhead is inserted into the ink carriage. If the printhead is in the carriage, all the light indicators will be illuminated on the ink cartridges. Once this is verified, if the error continues, please replace the printhead.
  • If you have five (5) or more orange flashes on your Canon iP3500 printer, please contact PhotoCake Technical Support at 1-800-644-1228.
Why am I getting smudges at the end of my edible paper when printing with my Canon iP3500 printer?
  • Ensure your input tray and stationary output tray are fully extended and adjusted correctly. To stop any printhead striking, always have your removable output tray installed.
  • Always ensure your edible paper settings within the PhotoCake IV system match the edible paper you are currently using.
Why is my Image off-center when I print on my Canon iP3500 Printer?
  • Check your Edible Paper settings to verify the settings match the edible paper you are currently using. This information is located under the Settings tab within the PhotoCake IV system software.
  • Make sure your edible paper is inserted evenly into the printer and your input tray is extended. Adjust the gray paper guide to fit snugly against the left edge of the edible paper. This will help keep your edible paper straight as it goes through the printer.

SCANNER - LIDE 100

What USB port does the scanner plug into on the controller?

All of the USB cables are color coded; the scanner cable should have an orange label with a number 4 on it. Plug the cable into the orange port on the back of the controller.

My touchscreen is showing that my scanner is locked. How do I unlock it?

Turn the scanner over, locate the lock/unlock switch, and then move the switch to the unlock setting.

Is it necessary to have that white flatbed on the inside of the scanner lid?

Yes. This helps the scanner capture your photo better as it eliminates darker contrasts and ensures that the scanner is only capturing the photo and not the background.

Why is the photo I am trying to scan not being recognized by the scanner?

Ensure that the photo is placed face down on the scanner. If the photo is properly placed yet still not being detected by the scanner, draw a border around the image as the image may be too light to be detected without the added border.

I just received my Epson XP-Series 2-in-1 printer/scanner combo. What do I do with my current scanner?

You can store the old scanner to keep it as a back-up scanner or you can recycle it.

SCANNER - LIDE 110

What USB port does the scanner plug into on the controller?

All of the USB cables are color coded; the scanner cable should have an orange label with a number 4 on it. Plug the cable into the orange port on the back of the controller.

Is it necessary to have that white flatbed on the inside of the Scanner lid?

Yes. This helps the scanner capture your photo better as it eliminates darker contrasts and ensures that the scanner is only capturing the photo and not the background.

My touchscreen is showing that my scanner is locked. How do I unlock it?

Turn the scanner over, locate the lock/unlock switch, and then move the switch to the unlock setting.

Why is the photo I am trying to scan not being recognized by the scanner?

Ensure that the photo is placed face down on the scanner. If the photo is properly placed yet still not being detected by the scanner, draw a border around the image as the image may be too light to be detected without the added border.

I just received my Epson XP-Series 2-in-1 printer/scanner combo. What do I do with my current scanner?

You can store the old scanner to keep it as a back-up scanner or you can recycle it.

CONTROLLER

Am I able to connect a cell phone or tablet to the controller in order to download a photo to print?

No, not at this time. However, you can transfer the photo to a memory card, or download the photo to a computer and save the file on a flash drive. Once the photo has been transferred to a supported device, you can insert that into the controller to obtain the photo you wish to print. Please note that the image must be saved as either a JPEG or TIFF file.

The USB port on my controller is broken. Can I take my controller to a repair shop to get it fixed?

No. Taking the controller, or any other PhotoCake component, to a repair shop may void your warranty and any troubleshooting we could provide thereafter. Please contact PhotoCake Technical Support at 1-800-644-1228 to review your options.

Do I need to shut off the controller every night?
  • You can certainly do so, however, turning the system off every night is not necessary. There is also an option on the system that will allow you to set an automatic shut off time.
  • Please ensure that when you do shut off your PhotoCake IV system that you are selecting the ‘Shutdown’ option from the touchscreen.
What type of memory format can be used to transfer images to my PhotoCake IV system?

The controller supports JPEG and TIFF files on a CD, a Compact Flash (CF) card, an xD card, a Smart Media card, a Memory Stick Card (MS card), a flash drive, or a Secure Digital (SD) card.

Why will my controller not power on?
  • Verify that the controller is plugged in, turned on, and the blue light on the power button is lit.
  • Please call PhotoCake Technical Support at 1-800-644-1228 if none of these options alleviate the issue.
Why am I receiving a ‘No Input Signal’ error message on the touchscreen?
  • Verify that the controller is plugged in, turned on, and the blue light on the power button is lit.
  • If the controller is on, check to make sure the touchscreen has a green light.
  • If both the controller and touchscreen are powered on, check to make sure that the touchscreen is set to ‘PC’ as the video option. You can select the ‘PC/AV’ button on the touchscreen and toggle until you get to ‘PC mode’.
  • If the error message persists after the above steps, please contact PhotoCake Technical Support at 1-800-644-1228 for further assistance.

TOUCHSCREEN

How can I reset the colors on the touchscreen?

Select the 'Menu' button on the touchscreen. Using the arrows (<,>) scroll to 'Reset', and select the (-, +) to highlight YES in yellow. When the highlighted area returns to NO, the reset has been completed.

Why does the touchscreen say 'No Input Signal'?
  • Verify that the controller is plugged in, turned on, and the blue light on the power button is lit.
  • Ensure the power button on the touchscreen has a green light. Select 'PC/AV' and set touchscreen to 'PC' mode.
  • Please call PhotoCake Technical Support at 1-800-644-1228 if none of these options alleviate the issue.
Why does the calibration fail on the touchscreen?

Make sure the touchscreen is clean and that you are using the stylus pen that was included with the touchscreen

How should I clean the touchscreen?

The touchscreen should be cleaned with a damp paper towel or cloth. No cleaning chemicals should be used.

SPRING/FALL UPDATES

What does the PhotoCake® Update Packet include?
  • The update packet information varies depending on the software platform you have, either PhotoCake® IV (PCIV) or PhotoCake® Online (PCO).
    • PCIV Update Packet will include: A The Magic of Cakes® (TMOC) Booklet for bakery customers to view, a software disc containing new images and software enhancements, a Cake Decorator's Reference Guide, Not Available stickers, and a list of discontinued items.
    • PCO Update Packet will include: A The Magic of Cakes® (TMOC) Booklet for bakery customers to view, Not Available stickers, and a list of discontinued items. Please note that the discontinued list can also be found on PhotoCake.com.
How does DecoPac, Inc. communicate to customers in regards to discontinued images?

Update packets includes a list of discontinued images. The Cake Decorators Reference Guide includes the discontinued dates on any of the Limited Time Offer (LTO) images. Please note that some images are subject to change at any time, without notice.

What are the Not Available stickers used for?

Not Available stickers are used by the bakery to place over specific images in the TMOC Booklet that the bakery does not carry or that are no longer available according to the discontinued list provided in the update packet.

How often are the updates sent?

Updates are sent twice a year, in Spring and Fall.

The system key code is not on the disc case. Where do I find it?
  • The system key code can be found in three locations: on the Update DVD itself, on the front cover of the Cake Decorators Reference Guide, and on the first page of the printed material of your update packet.
  • If you are still unable to locate the key code, please contact PhotoCake Technical Support at 1-800-644-1228 for assistance.
How do I update my PhotoCake IV (PCIV) system?
  • Instructions on how to install an update DVD can be found on page 62 of the Cake Decorators Reference Guide.
  • If you do not have the Reference Guide available, you can simply insert the update DVD into the controller, power off your PCIV system, restart your PCIV system and follow the on-screen instructions.
  • If you are unable to successfully install the update DVD, please contact PhotoCake Technical Support at 1-800-644-1228 for assistance.
Why did I not receive an update DVD with my update packet?
  • Please take a moment to review the padded pack you received that contained the update material to see if it is still inside. If you are unable to find the update DVD, please contact PhotoCake Technical Support at 1-800-644-1228 to request a DVD.
  • Please note: If you are a PhotoCake Online user, update disks will not be included as updates are done automatically from PhotoCake.com.
How do I request extra update material? Is there a charge?

Please contact PhotoCake Technical Support at 1-800-644-1228 to request additional update material, free of charge.

ACCESSORIES

What type of accessories are available for the PhotoCake IV System?

DecoPac offers a variety of stands for your PhotoCake system, from a two-tiered countertop stand to a desk with wheels. We also offer two different styles of covers to help protect your PhotoCake IV system. These items are not included with the purchase of a PhotoCake IV system and are sold separate. You can find more details on DecoPac.com, or by calling 1-800-644-1228.

Does DecoPac sell covers for my PhotoCake IV system?

Yes. DecoPac sells two styles of covers to help protect your system when it is not in use. The exact cover you need will depend on which stand you use. Please call PhotoCake Technical Support at 1-800-644-1228 to learn about your options.

Do any of the stands come pre-assembled?

No. For shipping purposes, the stands that we offer do not come pre-assembled. However, assembly of these stands is easy and instructions are provided.

I have lost the instructions on how to assemble my stand. Where can I obtain these instructions?

Please contact PhotoCake Technical Support at 1-800-644-1228 for instructions.

I received my PhotoCake IV stand but I am missing pieces and/or hardware to assemble it. Who do I contact?

We apologize for the inconvenience. Please contact PhotoCake Technical Support at 1-800-644-1228 to notify us of this issue.

How do I obtain another Stylus Pen?

A Stylus Pen can be ordered by calling PhotoCake Technical Support or Customer Service and placing an order for item #99 – PhotoCake IV Stylus Pen.

I have lost my removable output tray for my printer. How can I order another one?

Please contact PhotoCake Technical Support at 1-800-644-1228 to order another output tray, free of charge. Ensure that you have the model of your printer readily available before calling to guarantee we are shipping the correct output tray for your printer.

Can I purchase a replacement USB and/or power cable for my printer?

Yes. A replacement USB and/or power cable can be ordered by calling PhotoCake Technical Support at 1-800-644-1228. Replacement USB and power cables are free of charge.

MARKETING MATERIALS

What type of marketing materials are included with the purchase of a PhotoCake IV System?

You will receive a complete merchandising kit with your new PhotoCake® IV system. Among the items included are: A DecoDisplay® cake, a header card, a window cling, a poster, and a small roll of Next Cake stickers that advertise ordering a PhotoCake® Image for your customer's next cake order. You will also receive The Magic of Cakes® (TMOC) display book which lists all images available for your customers to look through and decide which image they would like on their cake.

How much does it cost to order another merchandising kit?

If you would like to purchase a second merchandising kit, the cost is $15.00, plus shipping. You will only receive one (1) of each item in this kit.

Can I order extra Point of Sale (P.O.S.) materials?

Yes, these are available to order separately. Please contact PhotoCake Technical Support at 1-800-644-1228 or your DecoPac Sales Representative for more details.

What if my The Magic of Cakes® (TMOC) book is outdated and shows discontinued images?

Check the front of the book for the year and to see if it says Spring/Summer or Winter/Fall. If you do have an outdated book on display, contact PhotoCake Technical Support at 1-800-644-1228 and we can get one out to you right away.

What if I am missing materials from my PhotoCake® IV merchandising kit?

If you are missing any of the marketing materials from your PhotoCake® IV merchandising kit, please call us at 1-800-644-1228 and we will ensure the missing materials are shipped to your location as soon as possible.