What to Do When Problems Arise
What to do in Panic Situations?
When things start to go wrong, it is always a good to learn what immediate steps to take to stop the plotter. This is especially true when the vinyl is about being ruined. When this happens:
TURN THE PLOTTER OFF!
Or
The plotter can simply be turned off unlike a computer, which requires following a procedure before you can turn it off. When starting cut only the group of graphics that needs to be re-cut.
Why does the plotter continue to plot even after the buffer has been cleared?
This is because the computer is still sending the data to the plotter. In this case, even with repeated attempts to clear the data from the buffer, the software will continue to fill the buffer with data. To remedy this, stop the data flow from the software first, then the data can be cleared from the buffer. The procedure for clearing the data is as follows:
- Stop the plotter by pressing PAUSE, or if in need of quick action, turn it off.
- Stop the software from sending the data to the cutter.
- Check your software manual on how this can be done.
- Press PAUSE (or TURN ON the cutter if it has been turned off).
- Press BUTTON 2 for CLR BUF.
- Press BUTTON 2 for CLEAR.
If something goes wrong?
First troubleshoot the problem
Figuring out how to correct a problem can sometimes create confusion. Questions arise such as, "What do I do first? When do I call technical support? Whom do I call first: my dealer or the manufacturer? How do I describe the problem?" To minimize the confusion we have compiled the following information to provide some direction and to help you find a solution. Each section below is numbered sequentially.
Tip: Start a notebook of helpful reminders. Divide each page into two sections: Situations and Solutions. Write down and list all the details of the situation. List all the steps you have tried to do in order to solve the problem, including the steps listed below. Once a solution is found, write it down in the "Solution" column. This will take some time but the following benefits are worthwhile:
- When listing the details of the situation, you may discover the solution yourself.
- When calling the technical support department, you will be able to tell them in detail the situation as well as the things you tried.
- This can become a quick reference manual for future use when a situation repeats itself.
- This will also provide your new employees with a quick reference.
1. Try the obvious solution.
Try all the quick-fix solutions. For instance, if the plotter will not run when sending a job down from the computer, first check if the cable is plugged in and/or check to see if the communication settings are correct. Below are some examples of situations and possible quick-fix solutions.
If the cutter is not responding when the job is sent from the computer:
Is the cable plugged in? Is the cable damaged?
Is the software driver correct?
Are the settings in the software, such as communications for the driver, correct?
Are the settings on the plotter correct, such as the communication settings?
If the plotter is having difficulties with cutting:
Is the blade broken?
Is the blade worn?
Check the cut settings (FORCE, SPEED, or OFFSET).
Check if you are in the correct condition that was set up for the actual material being used.
This gives you an idea of what to start thinking about. Obviously we cannot cover every situation, but the idea is to check the simple solutions first. If the problem persists, then try to isolate the problem.
2. Isolate the problem
Isolating the problem is a dilemma that drives even the best technical support teams crazy. The best way to resolve this issue is to perform a selection of tests. These tests are not complicated and can be performed on your own before you call for help.
Test the plotter. If there are issues with cutting, try doing some test cuts using the plotters test functions without the use of the computer.
- Load the cutter with vinyl.
- Press the TEST button and choose the CUTTING PRO.
- This test will check the internal programming. If the output is poor, the problem lies with the plotter, blade, or the plotterÕs menu setting. If the output is good, the issue most likely lies in the cable, the computer, or the software. The next step to check would be the cable.
To check the cable, you can, through your software, create a plot file and send it to the plotter through DOS. If you are familiar with this operation please proceed. If not, we can supply you with a file (via disk or email) to perform this operation. This will test the plotter for any issues with the cable. If it plots correctly, then the issue has been narrowed down to the computer or software. In any case, call us for the proper action to take.
3. If you can't troubleshoot the problem, whom should you call?
Call your dealer. They are whom you want to call first since they, in most cases, are local and put your system together. They would know how to solve the problem more quickly since they are familiar with the ins and outs of the system you currently own. If they do not have the answer, they will usually take it upon themselves to call the vendors of the products to discuss and resolve the issue you are facing.
Call us directly. Before you call Signmaster make sure you have the following information:
Your NAME, PHONE NUMBER |
Your RETURN FAX or EMAIL address |
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The MODEL number of your cutter |
The SERIAL NUMBER of your cutter |
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The SOFTWARE you are using and version number |
The DEALER you purchased the cutter from |
Our phone number is 0845 1305565. With your solution notebook in hand, you can describe the symptoms you have and what you have done thus far.
Fax or email us directly. You can do this with your dealer as well. On a sheet of paper, describe all the symptoms your system is having, what you have done thus far, and fax/email the information to us. This helps because we can look into the situation before we contact you. Our fax number is 01630 698111.
About our Technical Support
Our technical support line is available from 8:00am to 4:30pm
Our technical staff realizes that not everybody has the same software. That is why we have taken it upon ourselves to have most of the software packages at our site. This will help us to troubleshoot your problem. Thus, when calling our technical support, state what package and version you have at the beginning of the call.
If the unit needs to be returned please do the following:
Call us for an RMA#. This enables us to keep track of where your cutter is at all times.
Note: Always obtain an RMA # when returning the cutter or any part thereof. When the RMA# is obtained, it must be clearly identifiable either on outside of the shipping box or on your enclosed detailed description.
When obtaining a RMA# you will also be faxed a Packaging Requirement sheet giving you instruction on how to ship the device.
Write a detailed description of the problem you are experiencing, include samples, and enclose them in the box where they can be easily seen once the box is open. For instance, place on top of the cutter after the cutter has be loaded into the shipping box. This way, when the technician opens the box, it will be the first thing he sees.
Always insure the shipment. |
