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Annual Support Packages
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Technical Support including TeamViewer Remote Support
While we offer Annual Support Packages for customers that wish to receive minor or major revision upgrades at no charge, we also offer billable support for customers that are not on an Annual Support Package. If you need support for your RTI Harlequin RIP, please have your RIP Security Number available when contacting our support team.
It will also save time if you already have TeamViewer downloaded and installed on any systems that require remote assistance. Below you will find links to the latest versions of TeamViewer Quick Support. Once you have installed and run the TeamViewer application it will give you an ID and Password which can then be given to an RTI Support Representative over the phone or through our online chat application. If you are using an older operating system you may need to download a previous version of TeamViewer directly from the TeamViewer Website.
Are you having problems connecting and printing to your Harlequin RIP from certain computers on your network? Are you adding a new page setup and need to be able to print to the RIP from other computers on your network? Are you adding a new computer to your network and need to print to your Harlequin RIP? Are you getting a Scriptworks Channel Not Running message at the RIP? If you answered yes to any of these questions then this printer software package is what you need. This Package allows users to create new shared printers, which can then be easily accessed by Windows XP and later Windows operating systems as well as Macintosh OS 10.2 and later Macintosh operating systems. This package includes the following:
• Printer Installation and Configuration Instructions for both the RIP and design computers
• Latest Universal Postscript Printer Description for Windows and Macintosh
• Macintosh Printer App for quickly adding Harlequin RIP printers to any Macintosh OS X machine
With this package you will receive our latest Universal PPD and INF files necessary for installation on both Windows and Macintosh Operating Systems. Our new printer app allows users to quickly and easily add printers on Macintosh systems. This software is compatible with any Harlequin RIP v.5 or later.
You are licensed to run the printer setup software application on your Macintosh and Windows Systems. The printer setup software is not time limited so you may use the software as many times as you like while on your own network. The software may not be distributed or uploaded for any other use. You may not sell or otherwise distribute copies of this software, disk or any part herein.
Backup/Restore the Harlequin RIP. Once your RIP has been installed and configured, RTI recommends making a backup of the entire RIP folder. This folder can then be used to restore your RIP to its original configuration in case something happens to the computer or operating system on your RIP Station. Before making your backup of the RIP folder you should empty the Active and Held Queues in the RIP monitor so that you free up any extra space inside the RTI folder. Next, you will need to ZIP or Compress the RTI folder. This keeps the files and folders from getting truncated when burning to a CD or DVD. Next, copy the zipped RTI folder from your hard drive (e.g.: C:\RTI.zip or RTI RIP-Kit.zip) to a CD or DVD.
Job Names within the RIP. Not all postscript applications send the job name using Adobe's Document Structure therefore the job name reported in the RIP’s active and held queues may not represent the job’s title. Because the RIP is not being supplied the information that it needs to report the correct name you may see job numbers or untitled documents in the RIP queues. RTI has written a couple Page Features that locate alternate job name information within the file and use it when placing jobs in the RIP queues. RTI recommends using these page features only if the job names are not showing up correctly within the RIP. If you are not having a problem with job names on the RIP we suggest that you do not use these page features. Also it is important to note that a common reason for the job mame from a Macintosh not appearing correctly at the RIP is that the Macintosh computer has no name assigned to it. To install the page features download the following file: PageFeatures.zip. Once the file has been downloaded, unzip the folder. Copy the contents (files with the PageFeatures folder) to the Hard Drive\RTI\SW\PageFeatures folder. Place the files into the Page Features folder. Next, you will need to edit your Page Setup by going to the RTI RIP-Kit or File menu and scrolling down to Page Setup Manager. Edit your page setup and then check 'Enable Feature' and select one of the newly installed page features. Click OK to exit all of the windows. Resend your job and see if the name appears in the queue. If it does not, you can test changing the page feature to the other page feature and repeating the process. Remember, you will have resend the job in order to test the naming because the original file would have used the old page feature.
Eliminate Moiré. The RTI Harlequin RIP-Kit includes a feature called Harlequin Precision Screening (HPS) which is designed to alter both angle and line screen in order to achieve moiré free output. If you are having an issue with moiré we would first suggest turning this feature on to see if the issue goes away. To enable Harlequin Precision Screening, you would go to the RTI RIP-Kit or File menu and scroll down to Page Setup Manager. Edit the page setup that you are using. In the page setup click on the hand pointing to the four color pages to the right of the Style drop down menu. This will open the Separations Manager. Edit your Separation Style and at the bottom of the window you will see a checkbox for 'Enable Harlequin Precision Screening'. If this unchecked, check the box and then click OK out of all of the windows. ReRIP your job and then output the file. Do not simply drag an old job from the held queue to the active queue as this would have your old screening information in the file, you must reRIP the job to the same page setup. If enabling Harlequin Precision Screening does not resolve the moiré you can also try increasing the resolution in the page setup (leaving the angles unchanged) or increasing the resolution in the page setup (with alternate angles entered).