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Customer Support

EZ User Fixes

We make it EZ to be your own tech. Get back to full production fast. Here are the most common fast fixes. You can do this.

Use the MY ACCOUNT Page

Your Serial Number(s) can be found on your MY ACCOUNT page under the section titled “My Software Licenses and All Black Feature Codes”

Check for Mistakes

Be careful to properly enter the serial number with no mistakes. If you copy and paste the serial number be careful to avoid copying an extra space from the beginning or end of the code.

Still Not Working?

Submit a support ticket and one of our experts will respond.

AccuRIP™

Open AccuRIP™ on the machine you would like to deactivate and from the Licensing menu click Deactivate. On the machine you wish to now use AccuRIP™ on sign into you MY ACCOUNT page and download and install AccuRIP™. When asked for a serial number enter the serial number from your MY ACCOUNT page. AccuRIP™ should now be activated and ready to use.

Separation Studio

Open Separation Studio on the machine you would like to deactivate and from the Licensing menu click Deactivate Serial Number. On the machine you wish to now use Separation Studio on sign into you MY ACCOUNT page and download and install Separation Studio. When asked for a serial number enter the serial number from your MY ACCOUNT page. Separation Studio should now be activated and ready to use.

Still Not Working?

Submit a support ticket and one of our experts will respond.

Check Ink Levels First

Check the ink levels with your printer driver or if you are using a refillable system check the amount of ink in the cartridges. If they are empty replace or refill them. We have guides on how to refill our refillable systems HERE.

Check for a Clog

If you have enough ink it’s time to check your printhead for a clog, open AccuRIP™ Ruby or your Printer Driver and print a Nozzle Check (Sometimes called a Nozzle Pattern Test Print). If the test print comes out blank or with missing pieces you may have a clog or your ink tanks are empty.

If Clogged

Run a few head cleanings then print another test print. If the print head is still clogged follow one of our guides on using Amaze-Ink Clog Buster to clear the clog.

Still Not Working?

Submit a support ticket and one of our experts will respond.

Check for Updates

Start by checking AccuRIP™ for a blue UPDATE button in the top right corner of the main window. Click it and follow the onscreen instructions to install the update.

Restart

If the problem persists after updating or no UPDATE button is present turn the printer and computer on and off again.

Toggle AccuRIP™ Printing

If the problem persists after restarting the printer and computer open AccuRIP™ and turn printing off and on again by clicking and dragging the toggle switch next to the printer icon in the upper left corner of the main window to OFF (red) then ON (green) again. Anything stuck in the print queue will now print.

Test Print

If the problem persists try printing a Test Print from the AccuRIP™ menu. If the test print works create a new file in your art software (Illustrator, Corel, etc.) with a small square on the page then try to print that file with AccuRIP™. If that file prints try printing your original file again. If that fails again try moving the art from the file to a new page and convert any fonts to curves or outlines and try to print again.

Still Not Working?

Submit a support ticket and one of our experts will respond.

Reset Printer

If you are receiving an error message from your ink cartridges remove the cartridges and turn off the printer. Next unplug the printer and hold the power button for 5 seconds. Let the printer sit for 1 minute then plug in, power up the printer, and reinstall the ink tanks from left to right.

Still Not Working?

Submit a support ticket and one of our experts will respond.

Use the MY ACCOUNT Page

Redemption Codes should be entered in the Redemption Code field of your MY ACCOUNT page.

Check for Mistakes

Be careful to properly enter the code with no mistakes. If you copy and paste the code be careful to avoid copying an extra space from the beginning or end of the code.

Still Not Working?

Submit a support ticket and one of our experts will respond.

To View a List of Compatible Printers and Operating Systems Click HERE

It’s Time to Renew

If you are using Separation Stuido 4 Premium or the All Black Ink Feature and have received a message that your license has expired then it is time for you to renew your license you can do so from one of the following pages corresponding to the product you received the message from:

Still Not Working?

Submit a support ticket and one of our experts will respond.

Don’t be Down

If you are having issues outside of tech hours you can download the fully functional 14 day AccuRIP™ and Separation Studio™ trials that are always available to keep you running on computers that have not yet run a trial. Simply log in to your MY ACCOUNT, go to the “FREE SOFTWARE TRIALS” section of the website main menu above, or click the link for the software you’d like a free trial for below.

Scroll down for more Quick Solutions.

Submit a Tech Ticket

Scroll down and click “SUBMIT A TICKET”

Submit a Ticket with a Live Agent

Sales questions and technical needs are responded to quickly.
Connect to U.S. Support Agents during business hours by submitting a ticket.
Customer Service is open 9 am to 6 pm EST (Monday through Friday).

We have an expansive Video Library of How-To Guides, Tips and Tricks, and Tech Support Solutions

Spot Process™ Separation Studio™ 4

We have many tutorials and tips and tricks videos for you to learn about all the great abilities of Separation Studio™ 4

AccuRIP™ Ruby

Unable to Connect to Ripcore

The Ripcore database has become damaged by a previous bad postscript file. Install the newest version of AccuRIP™ by going to your MY ACCOUNT page then follow the directions of the video that applies to you to the right.

Still Not Working?

Submit a support ticket and one of our experts will respond to help you within minutes during normal business hours.

Ruby

Black Pearl

Copy 100%

If you’re unable to print and a file is stuck at “Copy: 100%” in the Processing Status of AccuRIP™ restart the Computer. AccuRIP™ Should be able to print again.

Still Not Working?

Submit a support ticket and one of our experts will respond to help you within minutes during normal business hours.

Unable to Install the Printer Driver

(Error Code 2)

If you’re getting an Unable to Install the Printer Driver error Windows is blocking AccuRIP™ from setting up the printer. Follow the directions in the video to quickly manually install the driver and get printing.

Still Not Working?

Submit a support ticket and one of our experts will respond to help you within minutes during normal business hours.

Submit a Ticket with a Live Agent

Sales questions and technical needs are responded to quickly.
Connect to U.S. Support Agents during business hours by submitting a ticket.
Customer Service is open 9 am to 6 pm EST (Monday through Friday).

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