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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 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 for a serial number enter the serial number from your MY ACCOUNT page and sign in to your iLok account. 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 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.

Still Not Working?

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

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.

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 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:

Still Not Working?

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

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.

Still Not Working?

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

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.

Still Not Working?

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

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Submit a Tech Ticket

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