Not only do we have a great technical support group here to assist you with your software; we also have the equipment and tools necessary to give you the service you deserve.

Support Policy

RTI offers 90 days worth of free technical support (via telephone, fax, email and online chat). During this 90-day period, we try to help users better understand how the RIP should be configured and how the RIP functions. After 90 days, RTI’s support policy is $150 per incident. While RTI offers an annual support contract, RTI does not bill per hour for technical support. If you need assistance reinstalling the RIP software after the free 90 day technical support period we have a reinstall package for $250 which includes assisting users over the phone with reinstalling the RIP software, necessary plugins, recreating page setups and input channels.

If you are an RTI customer who purchased software from a local dealer and need assistance, it is advisable to contact your dealer first.

Anuual Support Contracts

RTI offers an annual support contract for the RTI Harlequin RIP and Print Production Manager. 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.

An RTI annual support contract offers the following methods of communication during normal technical support hours (Monday through Friday 8:30a.m. to 5:00p.m. and Friday 8:30a.m. to 4:00p.m. Eastern Time) excluding holidays:

  • Telephone
  • WebEx (web based remote diagnostics)
  • Email
  • Online Chat
  • Fax

The RTI Annual Support Contract costs $1,495 per RIP license and annual renewals will be available at a cost of $995 per year. The RTI Annual Support Contract includes:

  • Free software upgrades including minor and major releases
  • Unlimited technical support during normal technical support hours

Users with annual support contracts will automatically receive software upgrades for the RTI Harlequin RIP and/or Print Production Manager released during the contract term. This includes minor and major product releases. Hardware upgrades such as computer upgrades, dongle upgrades and interface card upgrades are not included.

RTI reserves the right to cancel an annual support contract at our sole discretion and refund a prorated amount for the remainder of the contract. Annual support contracts must be paid in full before they become effective. For more information or to purchase a support agreement, fax the RTI Annual Support Contract (PDF) to 941-924-0699 or email support@rti-rips.com.

Support Procedure

When contacting RTI’s technical support group, please be prepared to provide the following information:

  • Dongle Serial Number (printed on the dongle)
  • Dongle Security Number (printed on the dongle and last number mentioned in the RIP monitor when the RIP starts up)
  • Product and Version Number
  • Operating System of the RIP Computer

RTI offers the following technical support options if you own another manufacturer of Harlequin RIP (ECRM Harlequin RIP, Heidelberg Harlequin RIP, GIT Pro Harlequin RIP, Xitron Navigator Harlequin RIP, Highwater Torrent Harlequin RIP):

  • Technical Support Calls for another manufacturer's Harlequin RIP are billed at $250 per incident. *Certain restrictions apply. Call RTI for details.


Important Updates

IMPORTANT UPDATE FOR VERSION 5.5 USERS: RTI is offering a Page Feature for v.5.5r0 that will repair a font exclusion issue. RTI is also offering a new patch for v.5.5r1 users (only necessary for users before CD#149). Click here to view directions and download the necessary files.


PrePress Library

Imagesetter Brochures & Specs

Platesetter Brochures & Specs

Printing Press Brochures & Specs

Harlequin RIP Manuals & Documentation

Version 8 Documenation

Sharing Printers. The PPD is used to describe the features and capabilities of a printer to the design application (Quark, InDesign, Illustrator, etc.). PPDs can describe supported paper sizes and Postscript Language compatibility. You will need to follow the instructions listed below and may need to follow the configuration instructions below as well.

  • Macintosh OS 8 and 9 Users: PPDs get loaded into the System / Extensions / Printer Descriptions folder.
  • Macintosh OS X Users: PPDs get loaded into the Library / Printers / PPDs / Contents / Resources / en.lproj folder.
  • Windows Users: PPDs get loaded into the C: \ Winnt \ system32 \ spool \ drivers \ w32x86 \ 3 folder. When you create or add a new printer to a Windows computer, you will be prompted to select a Manufacturer and Model for the printer you are adding. This is where you will need to browse and select the RTI PPD.

Calibrating the RIP. If you are going to calibrate your imagesetter or platesetter, you will need to know the exposure range of your particular imagesetter or platesetter.

Backing Up the 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. To make the backup, empty the Active and Held Queues in the RIP monitor so that you free up any extra space in the RTI folder. Next, copy the RTI folder on your hard drive (e.g.: RTI RIP-Kit) to the computer where you will be backing up the RIP folder. RTI recommends backing the folder to another computer or CD. If you are going to burn this to a CD, it is recommended that you zip the folder.