Freehand Fanatical Support

Answers to Frequently Asked Questions

Prior to submitting a Tech Support Ticket, review the top user questions and answers. These proven resolves include step-by-step instructions and/or video links.

AccuRIP Black Pearl™ Software

AccuRIP Black Pearl™
Microsoft Operating Systems: Windows 10 • Windows 8.1 • Windows 8 • Windows 7
Apple Operating Systems: Mojave • High Sierra • Sierra • El Cap

When Microsoft and/or Apple no longer support their OS, Freehand support for the OS will also end.
If your OS is not listed then it is not supported.

AccuRIP Black Pearl™
(Mac) Go to the AccuRIP Menu > About AccuRIP. It is displayed in the Version/Build Window.
(Windows) Go to the Help Menu > About AccuRIP. It is displayed in the Version/Build Window.

Submit a Tech Ticket if the serial number is not displayed.

Avoid downtime. Free, fully-functional trials keep you operating when outside of support hours. Login to your My Account, Download and Install the latest version.

Current shipping versions can be moved to another computer. Older version users can upgrade to the latest version.

How to Transfer AccuRIP Black Pearl™  Software
Before transferring away from the original host computer be sure you have the newest version installed on the host computer before deactivating. If the blue FREE update download arrow appears in the main software window click it to update. If not, you are up-to-date. 

Restart the computer then open AccuRIP Black Pearl . From the Licensing Menu choose Deactivate Serial Number. Already showing as deactivated? Reactivate then Deactivate. The License is now ready for Activation on another computer within the Operating System range for your software License. Download software to the next computer, Install and enter serial number when prompted.

Important: If you deactivate an EOL (end of life) version you will no longer have access to the older version, and this action will trigger the need to Upgrade.

Video: AccuRIP Black Pearl Transfer

There are two unique errors: “Unable to Connect to Ripcore” and “Lost Connection to Ripcore” although Mac users may not see an error message displayed.
See Video links at bottom.

Windows Only:
“Unable to Connect to Ripcore” message appears when OPENING AccuRIP. AccuRIP closes when you click the message. Check if the Ripcore Service has been turned off whether by a firewall software setting, or by a user. From the RUN accessory press and hold the Windows keyboard button and the letter “R” simultaneously, enter “services.msc.” Locate the Ripcore Service and START the service if it is not on. Open AccuRIP. Note: if it was ON follow the video instructions.

Mac Only:
You only can see the AccuRIP Menu (no others appear). AccuRIP does NOT open. You may see an error message. Follow video instructions.

“Lost Connect to Ripcore” message appears on screen each time you print a file. AccuRIP OPENS. This indicates the problem is with the FILE and not the software. A PostScript error is crashing the engine. Locate and resolve the file’s PostScript error. Tips: Close and reopen AccuRIP, resetting the software. From the File Menu print a TEST PAGE to prove the RIP is operational. Still need to print the same file? Copy and paste the file contents to a new blank document, and convert all fonts to curves or outlines. If it does not print, recreate the art and simplify the design.

Video: (Mac) Unable to Connect to Ripcore
Video: (Windows) Unable to Connect to Ripcore

Avoid downtime by first using a Free, fully-functional trial to keep working. Trials are available in your My Account / Downloads.

Error 6900 indicates that you are operating either an out-of-date software version that has gone End of Life (EOL), or an earlier version. Users of AccuRIP 1.03 and earlier Upgrade in the Shop ($195). Current AccuRIP Black PEarl users can update to the latest version by downloading and running the currently posted Installer located in your My Account.

Software does not create streaking or banding issues. It is related to incorrect settings within a RIP, inefficient ink/film brand combinations, clogs, improperly built files and more. AccuRIP has an exclusive feature the “Droplet Weight Density Test Print.”  It is designed to allow you to print a test print for each resolution setting. All 15 droplet weights are then printed on one film. Expose that film and wash it out. Your eyes may have deceived you.

Proven and trusted inkjet supplies are available in the Shop. Superior film and inkjet dye means superior screen exposure.

Video: Droplet Weight Density Test Print

Note: if you are working AccuRIP 1.03 or earlier and are no longer printing, upgrade to the current version ($195). You may have temporarily survived an OS upgrade that has subsequently become unstable as new updates release. Support for previous versions has ended.


AccuRIP Black Pearl Software

Windows Users Only:
AccuRIP Black Pearl software has the intelligence to identify and setup/connect to a GENUINE Epson printer driver. Windows users can experience FLASE DRIVERS. These generic drivers will NOT print properly. Identify and remove bad drivers. Epson is your source to acquire Genuine Epson Drivers. AccuRIP will connect and properly function with Genuine Epson Drivers.

Video: (Windows) Epson Driver Resolve

Windows/Mac Users:
In addition, improper connection types, unexpected IP address changes and PostScript Errors are reasons files won’t print or stop printing. AccuRIP Black Pearl’s current version has Auto Detect and Connect ability resolving unexpected (USBm WiFi and Ethernet) connection failures automatically.

Step-by-Step: Restart both the computer and printer. Using the Epson Printer Driver PRINT a TEST Page. If it fails to print, contact Epson directly. If the test passed, Open AccuRIP. From the File Menu select Test Print. If that prints, open a new (blank) page in DRAW or Illustrator and create a simple black square. Print it to prove a successful connection and driver. Address problem files that may contain a PostScript Error. Need help? Submit a Tech Ticket.

Mac Users:
When a Mac computer repeats print jobs, fails to print, or does unexpected (odd) things it is time to simply reset the Mac Print System. Apple built in this feature for a good reason, sometimes the print “traffic cop” loses its mind, and no longer manages print files properly.

Resetting the Mac OS Print System:
It’s very easy to do. This will clear all previous printer drivers and reset the Unix CUPS System (Common Unix Print Services). FYI: The steps are the same for Mountain Lion and higher OS versions. Right-Click any printer in the Mac System Preferences/Printers. Choose Reset Print System. Restart the computer and printer. If the Genuine Epson Driver has not already been added back to the System Preferences/Printers, do that now. Test print the Epson driver.

Open AccuRIP Black Pearl and from the File Menu select Edit Configuration. Select the proper settings for your printer, then click OK. This will rebuild a new AccuRIP Print Driver.

Apple Support Info Link

The AccuRIP Blck Pearl Trial will run for 14-days. Upon expiration you will be prompted with a Window to enter the purchase serial number – fully activating the software.

Already purchased a serial number? Trial not expired?
Simply open the Trial version, go to the Licensing Menu and enter the serial number to fully activate the software. This can be done at any time during an active or expired trial.

Separation Studio 4™ Software

Spot Process Separation Studio 4™
Microsoft Operating Systems: Windows 10 • Windows 8.1 • Windows 8 • Windows 7
Apple Operating Systems: Mojave • High Sierra • Sierra • El Cap

 

When Microsoft and/or Apple no longer support their OS, Freehand support for the OS will also end.
If your OS is not listed then it is not supported.

Separation Studio™
(Mac) Go to the Separation Studio 4 Menu > About Separation Studio. It is displayed in the Version/Build Window.
(Windows) Go to the Help Menu > About Separation Studio. It is displayed in the Version/Build Window.

Submit a Tech Ticket if the serial number is not displayed.

Avoid downtime. Free, fully-functional trials keep you operating when outside of support hours. Login to your My Account, Download and Install the latest version.

Current shipping versions can be moved to another computer. Older version users can upgrade to the latest version.

How to Transfer Spot Process Separation Studio™ Software
Before transferring away from the original host computer be sure you have the newest version installed on the host computer before deactivating. If the blue FREE update download arrow appears in the main software window click it to update. If not, you are up-to-date. 

Restart the computer then open Spot Process Sep Studio 4. From the Licensing Menu choose Deactivate Serial Number. Already showing as deactivated? Reactivate then Deactivate. The License is now ready for Activation on another computer within the Operating System range for your software License. Download software to the next computer, Install and enter serial number when prompted.

Important: If you deactivate an EOL (end of life) version you will no longer have access to the older version, and this action will trigger the need to Upgrade.

Video: Sep Studio 4 Transfer

Submit a Ticket with a Live Agent

Connect to U.S. Support Agents during business hours by submitting a ticket.
Agents respond via email quickly 9 am to 6 pm EST (Monday through Friday.

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