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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.

Install and Click TRY

Download and install AccuRIP Emerald or Sep Studio NXT. Open the software and click TRY. Follow the on screen instructions to create an iLok account or sign in with your existing account if you have one.

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Set Up iLok

To set up and use iLok first install AccuRIP Emerald or Sep Studio NXT then launch the software. If this is your first time launching the software you will have the option to either activate or start a trial. In either case you will need to sign into your iLok account or create a new one if you do not already have an iLok account.

To create a new account follow the directions in the video below.

How to Use iLok

The iLok License Manager is your go to place to manage all your Freehand software licenses. With it you can activate and deactivate software and locations. Learn how in the video below.

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Manually Activate Your Trial with the iLok License Manager

If you receive a “Trial Activation Error: Attempt to start the trial too many times” error when attempting to start your free trial open the iLok License Manager that installed alongside AccuRIP Emerald. If you are not already signed in click sign in and enter the iLok log in credentials you created. Click the All Licenses tab at the top of the window then click and drag AccuRIP Emerald from the list to your Cloud icon on the left of the window. Click Ok on any windows that appear. Now open AccuRIP Emerald to use your free 8 day trial.

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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.

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AccuRIP Emerald

Close AccuRIP on the machine that you wish to discontinue use on. On the machine you wish to now use AccuRIP on sign into you MY ACCOUNT page and download and install AccuRIP. When asked to Activate or Try click Activate then Skip the Serial Code entry field and sign in to your iLok account. Follow the On-Screen instructions and 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.

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

Check for Updates

Start by checking AccuRIP™ for updates by navigating to the Support tab then clicking Check for Updates or Click Here. Follow the instructions to install the update if there is one to install.

Restart

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

Test Print

If the problem persists try printing a Test Print from the AccuRIP (File menu Test Print). 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 to remove some of the most common postscript issues and try to print again.

Clear All Queued Files

You might have a file that is blocking others from printing. Emerald has a Clear All feature that will remove all files from the print queue. To Clear All hold the Alt/Option key on the keyboard while you click the CLEAR button. Then print a Test Print from AccuRIP.

Turn Off Bypass Preview

Emerald has a feature to Bypass the Preview window sending prints data directly from a graphics program to the printer. If checked, uncheck this feature located under the Preferences menu. Now print your file again, if the file has a PostScript error that prevents printing a PostScript error message will appear in the preview telling you exactly what the issue is in the file. Search that error on the internet then correct the problem.

Reset Mac Print System

If you are using a Mac and are unable to print you may need to reset the Mac Print System. Open System Preferences and go to Printers and Scanners, right click the printer you are trying to print to and select Reset Print System. Restart the computer and reopen the Printers and Scanners section of System Preferences, if the print driver is no longer present re-add it. Print a test print from the printer driver. If the printer driver test print works open AccuRIP Emerald and print a Print Test.

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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 Emerald or your Printer Driver and print a Test Print (Sometimes called a Nozzle Check or 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.

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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.

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Workflow Overview

Set your media size, nesting, and halftone settings in AccuRIP prior to printing. Print from your art applications to the AccuRIP Emerald print driver. Once you send a print to AccuRIP the app will open or if it is already open the icon in the dock/task bar will bounce or flash to remind you that you must open the AccuRIP window. From the AccuRIP window you may preview your separations then send them to your printer of choice.

You Must Open Emerald to Send a Print to the Printer

As mentioned above, once you send a print to AccuRIP the app will open or if it is already open the icon in the dock/task bar will bounce or flash to remind you that you must open the AccuRIP window. From the AccuRIP window you may preview your separations then send them to your printer of choice. If you would like to bypass some of or all of this workflow read below on Bypass Settings.

Bypass Printer Selection

If you always print to the same printer and want to skip the printer selection window every time you print you may do so. Go to the Preferences drop down menu and click Bypass Select Printer. Emerald will now automatically print to your last selected supported printer when you click the print button.

Bypass AccuRIP Window Altogether

If you want AccuRIP Emerald to operate like previous versions of AccuRIP by skipping the preview and not needing to open the window you may do so. Once you’ve had a successful print go to the Preferences drop down menu and click Bypass Preview. Emerald will now automatically send all prints it receives directly to the last selected supported printer.

Want to Learn More?

AccuRIP Emerald has a comprehensive User Guide. Click the link Below to learn more.

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Minimum Screen Resolution: 1920×1080

Screen resolutions set very low (under 1080 vertically) or high resolution screens with scaling set above 100% may need to adjust their settings to see all of the Emerald User Interface.

Windows

Right click the desktop then choose Display Settings. Adjust screen scale to 100% then close and reopen AccuRIP Emerald.

An update to fix this is coming soon.

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Clear the Queue

The preview is post-process data so the settings in Emerald have already been applied before the preview is displayed. To make changes click the CLEAR button to remove the the preview then make your desired settings changes in Emerald and click Apply to lock in the new settings. Now, print a file to have these new settings applied to your print.

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Paper Carrier Film Printing

If your Epson printer is rejecting film or printing only a portion of an image the sensor is not detecting your clear film media. Fix this by making a carrier sheet from plain paper. Learn how in the video below.

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Turn Off Paper Size and Type Notices

If your Epson ET-15000 printer is asking you to make media choices every time you print you will need to make a quick change to its settings. On the printer’s display navigate to Settings, General Settings, Printer Settings, Paper Source Settings, Error Notice then turn off Paper Size Notice and Type Notice.

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All Black Ink

The All Black Ink (ABI) feature license in AccuRIP Ruby and Separation Studio 4 has been deprecated. Now “built in” to AccuRIP Emerald for select printer models this feature is once again worry free. Don’t see your printer on the compatible list? Need help now? Let our support team help you find a solution that’s right for your printer/computer environment.

Separation Studio 4

Separation Studio 4 has been improved and replaced by Separation Studio NXT coming by October 2021. Need help now? Let our support team help you find a solution that’s right for your printer/computer environment.

AccuRIP Emerald

It’s time to renew. If you are using AccuRIP Emerald 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 the following page:

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Let our support team help you. Submit a ticket to get professional support and advice.

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.

Need More Help?

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

Submit a Tech Ticket

Scroll down and click “SUBMIT A TICKET”

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