ONYX Training Services Page 1 Basic Troubleshooting Guide

RIP-Queue Workflow
Problem Possible Cause Things to Try
Job does not move on ƒ Status = Wait for media ƒ Make sure the page size is large enough to fit the
to print stage ƒ Status = Busy image, marks, tiling overlap, and placement.
ƒ Status = On Hold ƒ Make sure the paper type for the job matches the
current settings for the printer in the queue.
ƒ Make sure the job is not “Busy” in Preflight.
ƒ Select the job and click the hold button.
Job waits to print ƒ Hold setting in workflow ƒ Edit settings in quickset(s) to remove Hold for
ƒ Incorrect placement settings Operator.
ƒ Change Placement settings so jobs print
automatically.
ƒ Click on the “Print Now” button.
Job does not wait to ƒ No hold setting in workflow ƒ Edit settings in quickset(s) to include Hold for
print ƒ Incorrect placement settings Operator.
ƒ Change placement settings so it does not
automatically print.
Queue will not re-open ƒ Server error or hung up while ƒ Close the Rip Queue and browse to the Work folder
after Server.exe error processing one or more job for the print queue that had the job(s) in process, and
files then delete all files associated with that job.
ƒ Look for files stuck in the “Input\printer” folder
PostScript RIP
Problem Possible Cause Things to Try
Rip Error ƒ Font missing from Font ƒ Add the fonts needed into the Font Manager.
Manager ƒ Remove any bad fonts from the Font Manager.
ƒ Bad font in Font Manager ƒ Run AutoUpdate to ensure the rip is up to date.
ƒ Need to upgrade the rip with ƒ Make sure there is at least 10 GB free on all hard
auto update drives.
ƒ Not enough memory (ram or ƒ Make sure there is at least 1 GB ram per CPU.
hard drive space)
Image did not rip ƒ Transparency effect in image ƒ Run AutoUpdate to ensure the rip is up to date.
correctly causing issues during rip ƒ Turn on “transparency” in the Postscript rip
ƒ Missing elements or incorrect configuration dialog.
rendering ƒ Turn on “CCADL” in the Postscript rip configuration
ƒ Drop shadow rendered dialog.
incorrectly ƒ Adjust the “MAXFLAT” and “MINFLAT” settings in the
Postscript rip configuration dialog.
ƒ Turn on “Two stage Processing” or “Antialiasing” in
the quickset advanced options.
ƒ Export original file as a different file type (.eps.ps.pdf).
Only one rip opens at a ƒ Only one CPU in the system ƒ Verify that the system has 2 physical processors
time ƒ Only one Rip is enabled in installed and working properly (not Hyperthreading).
the Rip Queue options ƒ Enable 2nd Rip in General Settings options in Rip
Queue.

ONYX Graphics, Inc. 6915 High Tech Drive Salt Lake City, Utah 84047 USA
Phone: 801.568.9900 Fax: 801.568.9990 www.onyxgfx.com [email protected]
 ONYX Training Services Page 2 Basic Troubleshooting Guide

Printer
Problem Possible Cause Things to Try
Print error in the Rip ƒ Printer not physically ƒ Check physical connection and power connection.
Queue Console window connected ƒ Verify that the IP address used is correct and properly
and or Print error status ƒ TCP/IP address for the printer assigned to that printer and not being used by any
for the job in the buffer incorrect other device on the network (use Ping in DOS).
ƒ Printer is offline or not ready ƒ Verify that the printer is online and ready (may need to
ƒ Something on the PC or in reset the printer, or power off and on again to clear
the network is blocking the any data stuck in the buffers).
port ƒ May need to reset any network devices in the path
ƒ USB port drivers not installed (hubs, or switches).
ƒ USB Cable length over 6 feet ƒ May need to remove any windows based printer
drivers on the same pc to unblock the port.
ƒ Use a 6 foot USB cable, no longer than 10 foot.
ƒ Ensure the proper data type or port name is selected
for TCP/IP printers.
Rip Queue shows the ƒ TCP/IP address for the printer ƒ Verify that the IP address used is correct and properly
job printing or printed incorrect assigned to that printer and not being used by any
correctly but the printer ƒ Printer received data but did other device on the network (use Ping in DOS).
never printed not print ƒ May need to reset the printer or any network devices.
ƒ Incorrect port settings ƒ Verify that the port settings are correct (Raw~0, or
ƒ More than one device on the <Port9100>).
network using that IP address ƒ If the printer received data but did not print, and a
reset did not fix the issue then, check the rip settings
against the printer setup. For example make sure you
are sending (Dye data to a printer that has Dye ink
installed).
ƒ Make sure you’ve updated the firmware on your
printer, especially on HP5000/5500 printers.
Cannot see SCSI ƒ Hardware issues such as ƒ Verify all connections are good and that the cable has
printer in port config card no damage.
ƒ O/S issues check device mgr. ƒ Verify that the SCSI Bios sees the cards and printer.
ƒ Need updated Card drivers ƒ Verify that windows sees the printer in device
ƒ Onyx has the wrong ID # manager, often shows as (1394 generic scsi printer).
ƒ Disable the (1394 generic scsi pirnter).
ƒ Make sure the Aspi layer is installed and up to date.
Cutters
Problem Possible Cause Things to Try
Unable to select the ƒ Cutter is not listed as an ƒ Need to run AutoUpdate to get the latest cutter
proper cutter in the Rip option to choose support.
Queue ƒ Contour Cutting isn’t enabled ƒ Cutter is supported as part of a larger group
on the key (Graphtec Cutter, includes several devices).
ƒ Make sure support for Contour Cutting is enabled on
the key.
Unable to select the ƒ Cutter is not listed as an ƒ Need to run AutoUpdate to get the latest cutter
proper cutter in the Cut option to choose support.
Server interface ƒ Cutter is supported under the name of a different
device.
ƒ Cutter not supported at this time (check with Onyx).
Failed to create a cut ƒ Cut contour not enabled in ƒ Verify the Quicksets are using the right “Cutter Path
file workflow Prefix”.
ƒ Verify that a cutter has been selected in the Rip
ONYX Graphics, Inc. 6915 High Tech Drive Salt Lake City, Utah 84047 USA
Phone: 801.568.9900 Fax: 801.568.9990 www.onyxgfx.com [email protected]
 ONYX Training Services Page 3 Basic Troubleshooting Guide

Queue Placement Setup.

ƒ Verify that the print reached 100% in Rip Queue
Failed to create a ƒ “Cutter Path Prefix” is ƒ Verify that the “Cutter Path Prefix” used in the
proper cut path in cut incorrect or does not match Quickset matches the Spot color used to create the
server. the image creation cut path in the image.
ƒ Image was created incorrectly ƒ Verify that the Cut path was created with a Named
ƒ PostScript or Quickset Spot color in CMYK color space. (RGB and process
settings incorrectly setup colors will not work).
ƒ Verify that 2 stage processing, and Antialiasing are
not enabled.
ƒ Verify that a path (and only a path – no fill) was used
to create the CutPath – CutServer 2.0 only
ƒ Verify that the cut path doesn’t cross or touch the
bounding box
ƒ Verify that the CutPath is on its own layer and that this
layer is placed on top of all others.
Unable to detect ƒ Marks printed too close to ƒ Print image on media such that there is at least 2-3”
alignment marks media edges white space between the alignment marks and the
ƒ Image printed too small to get media edges.
the alignment marks ƒ Print image no smaller than 10” square to provide
enough room for alignment marks.
ƒ Make sure media is loaded straight on the cutter
ƒ Make sure the cutter’s outer pinch rollers are outside
alignment marks.
Unable to communicate ƒ Incorrect port setup ƒ Load proper USB drivers, or check the Com port
with the cutter or cutter ƒ Other software or drivers settings to ensure the correct setup is used.
does not respond. blocking use ƒ For serial connections, use a cable approved by the
cutter manufacturer.
ƒ Remove any other software or drivers that may be
interfering.
ƒ Use <Port9100> when sending data TCP/IP to Roland
Cutters.
Cut accuracy ƒ Incorrect alignment when ƒ Follow cutter specific instructions when setting up to
setting up the material in the cut, and visual alignment is accurate if not using a
cutter sensor.
ƒ Incorrect adjustments ƒ Adjust pressure, speed, and media feed
compensation.
ƒ Perform a sensor offset adjustment for cutters that
support it (Summa, Graphtec, etc.)
AutoUpdate
Problem Possible Cause Things to Try
AutoUpdate fails to ƒ Firewall blocking ports or ƒ Change firewall settings to open ports 80 and 21.
update Online access ƒ Disable Windows firewall.
ƒ Need newer Autoupdate.exe ƒ Disable Popup blockers.
ƒ Need to update O/S ƒ Disable antivirus software.
ƒ Anti virus software or popup ƒ Make sure Windows O/S is up to date.
blocker ƒ Make sure Internet Explorer is up to date.
ƒ Perform an Offline update using IOU file.
ƒ Download a newer or current .IOU file from
www.onyxgfx.com.
ƒ Download a newer or current Autoupdate.exe from
www.onyxgfx.com.

ONYX Graphics, Inc. 6915 High Tech Drive Salt Lake City, Utah 84047 USA
Phone: 801.568.9900 Fax: 801.568.9990 www.onyxgfx.com [email protected]
 ONYX Training Services Page 4 Basic Troubleshooting Guide

Auto Update Fails to ƒ Need newer Autoupdate.exe ƒ Disable Popup blocker.

Update Offline ƒ Need newer IOU file ƒ Disable antivirus Software.
ƒ Anti virus software of popup ƒ Make sure Windows O/S is up to date.
blocker ƒ Make sure Internet Explorer is up to date.
ƒ Need to update O/S ƒ Download a newer or current .IOU file from
www.onyxgfx.com.
ƒ Download a newer or current Autoupdate.exe from
www.onyxgfx.com.
Registration
Problem Possible Cause Things to Try
Registration fails ƒ PC not connected to Internet ƒ Contact your IT manager to open Port 80 for use by
ƒ Registration code entered PosterShop.exe.
incorrectly ƒ Copy and paste the registration code into PosterShop.
ƒ Oem windows version ƒ Try a manual registration at
causing issues www.onyxgfx.com/register.
ƒ Local firewall / security ƒ Call Onyx Tech support.
blocking port 80
Mac to PC connectivity
Problem Possible Cause Things to Try
Unable to send files ƒ Network connectivity in ƒ Contact your IT manager to verify connections.
from the MAC to rip on general ƒ O/S on the pc should be Win XP Pro if using O/S X, or
the PC. ƒ O/S incompatability Win 2K server, if using O/S 9 on the Mac.
ƒ Permissions and Shares ƒ Use PCMacLan (if using OS 9) or other to provide
connectivity.
ƒ Verify that the Mac and PC Shares have full
permissions enabled.
Unable to print from the ƒ Using Mac O/S 9.2.2 ƒ Use a newer Mac O/S such as O/SX.
Mac to PC via the ƒ Using incorrect PPD files ƒ Use the PPD files from the Mac directory in Onyx
Virtual Printer. ƒ Long Share names (Onyx Graphics\PosterShop\server\PPD\Mac)
ƒ Verify that the Virtual printer share name is 12
characters or less.
ƒ Use Samba, or IP printing connections, (see white
papers for more info).
Color
Problem Possible Cause Things to Try
Unexpected color shift ƒ Incorrect Input ICC profiles ƒ Verify that the Input ICC profiles used to rip the image
(overall green or red ƒ Incorrect Media selection are the same color space the image was created in.
tint) ƒ Physical print issue like print ƒ Verify that the Ink and Media selections used to rip the
head failure image are the correct setting for the material used.
ƒ Need to recalibrate or ƒ Verify that the printer and print heads are functioning
relinearize to account for properly.
environmental or material ƒ Recalibrate by printing a linearization and reading in
changes with a densitometer (in Media Manager).
ƒ Verify that you’re selecting a resolution/dot pattern
that has been profiled.
Pantone Accuracy ƒ Spot color table not enabled ƒ Enable the Spot color replacement table in Quicksets.
ƒ Need to recalibrate or ƒ Recalibrate by printing a linearization and reading in
relinearize to account for with a densitometer (in Media Manager).
environmental or material If desired Spot color or Pantone is out of gamut for that
changes specific Printer, Ink, and Media to hit then the only option
ƒ Desired color is out of gamut is to choose a different Spot color or a different media
combination.
ONYX Graphics, Inc. 6915 High Tech Drive Salt Lake City, Utah 84047 USA
Phone: 801.568.9900 Fax: 801.568.9990 www.onyxgfx.com [email protected]
 ONYX Training Services Page 5 Basic Troubleshooting Guide

Preflight
Problem Possible Cause Things to Try
Image is grainy or ƒ Image Preview not applied ƒ Set the appropriate size and magnification in the
appears low-resolution Preview and size tab then press the Apply button the
image will be processed and should display well.
Color replacement not ƒ Incorrect order of operations, ƒ The proper order is to choose media and input ICC,
applied properly need to apply profiles first then size and then press the apply button. Then color
correct and press the apply button again.
Unable to size image ƒ Page size setting is too small ƒ Change the page size or print area reduction in the
larger than page ƒ Tiling is not enabled Preview and Size tab. Select a larger page size.
dimensions ƒ In the Tiling tab check the box to Enable Tiling, and
then setup a default or custom tile size.

ONYX Graphics, Inc. 6915 High Tech Drive Salt Lake City, Utah 84047 USA
Phone: 801.568.9900 Fax: 801.568.9990 www.onyxgfx.com [email protected]