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rti-rips.com (RTI) offers an annual support contract for the RTI Harlequin RIP. Users can initiate an annual support contract at any time. In order to initiate an annual support contract the RIP must be the same version as is currently shipping. Customers using an older version (excluding minor revisions) of the RIP must upgrade to the current version before purchasing a support contract. Annual support contracts begin on the date of purchase and last for 12 months. We offer annual support members the following methods of communication during normal technical support hours (Monday through Thursday 8:30a.m. to 5:00p.m. and Friday 8:30a.m. to 4:00p.m. Eastern Time) excluding holidays:
Annual support costs $500 per RIP license per year (or $250 with a new RIP purchase or RIP upgrade) and includes the following:
• Free software upgrades for the RTI Harlequin RIP including minor and major releases
Users with annual support contracts will automatically receive software upgrades for the RTI Harlequin RIP released during the contract term. Unless otherwise expressly stated, the licensing and use of upgrades shall be subject to the original Harlequin RIP license terms. Hardware upgrades such as computer hardware upgrades, dongle upgrades and interface card upgrades are not included.
Additional terms and conditions
LIMITED WARRANTIES, DISCLAIMERS AND LIMITATIONS. RTI warrants that the annual support contract will be provided in a good and workmanlike manner and by qualified individuals with suitable experience to perform the services. RTI can not and will not guarantee that an upgrade will be released during the annual support term. RTI does not guarantee that every issue presented by you can or will be resolved. NOTWITHSTANDING THE FOREGOING, RTI MAKES NO WARRANTY OR REPRESENTATION EITHER EXPRESS OR IMPLIED WITH RESPECT TO THE SUPPORT SERVICES PROVIDED HEREUNDER, INCLUDING WITHOUT LIMITATION, THEIR QUALITY, PERFORMANCE, MERCHANABILITY OR FITNESS FOR A PARTICULAR PURPOSE. IN NO EVENT WILL RTI OR ITS SUPPLIERS BE LIABLE FOR ANY SPECIAL, INDIRECT, INCIDENTAL, OR CONSEQUENSIAL DAMAGES, INCLUDING WITHOUT LIMITATION, DAMAGES FOR LOSS OF BUSINESS, PROFITS, BUSINESS INTERRUPTION, AND/OR LOSS OF BUSINESS INFORMATION ARISING OUT OF THE USE OF OR THE INABILITY TO USE THE SOFTWARE OR SERVICES EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. IN NO EVENT SHALL RTI’S LIABILITY EXCEED THE AMOUNT PAID BY YOU UNDER THIS ANNUAL SUPPORT CONTRACT. SOME JURISDICTION STATES OR PROVINCES DO NOT ALLOW LIMITATIONS ON IMPLIED WARRANTIES, SO THE ABOVE LIMITATIONS MAY NOT APPLY TO PARTICULAR CUSTOMERS.
EXCLUSIONS AND RESTRICTIONS. RTI shall have no obligation to support: (a) altered, damaged or modified software; (b) software that is not the then current release; (c) errors caused by your negligence, non-RTI related hardware and software issues; or other causes beyond the reasonable control of RTI; (d) RIP product(s) installed in a hardware or operating environment not supported by RTI; (e) third party software not licensed through RTI or approved by RTI.
RTI reserves the right to cancel an annual support contract at its sole discretion and refund a prorated amount for the remainder of the contract term. Annual support contracts must be paid in full before they become effective. Upgrades may require you to agree to additional or alternative terms and conditions other than as set out in this annual support contract. If you do not agree to the terms and conditions of any upgrade, RTI may decline to provide you with such upgrade. In the event RTI does not provide additional terms and conditions for the relevant upgrade, the terms and conditions of your original license agreement for the Harlequin RIP shall apply to the upgrade. This annual support contract shall be construed, interpreted and enforced in accordance with the laws of the State of Florida.
For more information or to purchase a support agreement, send a fax with your contact details to 941-924-0699 or email firstname.lastname@example.org. NOTE: By purchasing an annual support contract and paying the applicable annual fee you agree to be bound by the terms and conditions of this annual contract as set forth above, a copy of which will also be emailed to you prior to you purchasing your annual support contract.
While we offer annual support for customers that wish to receive unlimited technical support along with free Harlequin RIP software upgrades, we also offer billable support for customers that wish to pay for support by the hour. If you are not enrolled in annual support, technical support is available at a rate of $150 per hour after the initial 90 days of free technical support has past. Please have your Dongle Serial Number and Security Number (printed on the dongle) available when contacting our support team. It will also save time if you already have TeamViewer downloaded and installed on the systems you need assistance with.
When calling in for support we ask that you first download and install TeamViewer Quick Support. Please install TeamViewer on any computers 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 be easily accessed by Windows 2000, Windows XP, Windows Vista, Windows 7, Windows 8 or Windows 8.1 systems as well as Macintosh OS 10.3 through 10.10 (Yosemite) systems. This package includes the following:
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.
'Scriptworks Channel Not Running' Message. If you are receiving a 'Scriptworks Channel Not Running' message at the RIP, one or more of your input channels or shared printers may have an issue. Scriptworks channels are older input formats that were used on previous versions of the RIP. Our Printer Setup Package which is available for purchase at the top of this page gives detailed instructions along with the necessary files to create newer input channels and printers on your existing RIP. The Printer Setup Package will also walk you through removing the 'Scriptworks Channel Not Running' message.
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.
No PB2 Card Found. "No PB2 card found" or "PB2 card not found" errors at the RIP often mean that the RIP computer has lost communication or may not be able to communicate with the interface box at the time your job was released from the RIP. Some operating systems including Windows 7 may power down USB functions on the motherboard to save energy but this may also shut down the communication between the interface box and the computer. We recommend the following: (1) Unplug the blue box and move it to a different USB port. We recommend using a USB port on the back of the computer. This will force the operating system to reload the firmware and driver for the blue box. (2) Go into Power Settings and turn off selective USB controls. To do this you will need to go to Start (Windows logo) and click on Control Panel. Open the Control Panel in "Large icons" or "Small icons" view by clicking on the VIEW BY drop down menu within the Control Panel of Windows. Next click on the Power Options icon. Click on the "Change plan settings" link. Normally you will be changing the power plan that you have selected as your default power plan. Next, click on the "Change advanced power settings" link. Click on the "Change settings that are currently unavailable link." NOTE: You will need to be logged in as an administrator account to be able to click on this option. This option allows you to change the power plan settings that are grayed out by default. Click on "USB Settings" and change "Selective Suspend" to DISABLE. Click the Apply button and then OK out of the windows to save your settings.
Calibration. Fore more information on calibrating your Harlequin RIP please visit our RIP calibration page.
Eliminating Moiré. The RTI Harlequin RIP 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. Unfortunately you cannot use the RIP's preview as a judge for moiré, you must output the film or plates to see if you have resolved the issue. Do not simply drag a 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).