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Support
RTI includes 90 days of free technical support included with every new software purchase

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.

WebEx Online Assisted Support allows RTI to quickly diagnose issues with your RIP or workflow using a high speed internet connection.

Billable Technical Support Call with WEBEX Online Support

RTI includes 90 days worth of free technical support via webex online assisted support, telephone, email, fax or online chat. During this 90 day period, we try to help users understand how the RIP and Prepress Workflow should be configured. After the initial 90 days of free technical support, support becomes available at a rate of $150 for the first hour. Each additional hour of support will be billed at $100 per hour. The total charge is based on contact time spent on the issue. RTI does not charge for time spent researching or testing the issue at our facility once the support call is opened.

Annual Support Contract

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 and Workflow must be the same version as is currently shipping. Customers using an older version (excluding minor revisions) of the software 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 includes support 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).

The RTI Annual Support Contract costs $995 per RIP license per year. The RTI Annual Support Contract includes:
Free software upgrades for the RTI Harlequin RIP and Prepress Workflow including minor and major releases
Migration of software from older version to newer version
Unlimited technical support during normal support hours

Users with annual support contracts will automatically receive software upgrades for the RTI Harlequin RIP 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 to (941) 924-0699 or email support@rti-rips.com.


Support Procedure

When contacting RTI’s technical support group, please 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 Information
Operating System of the RIP or Workflow Computer

RTI can often assist with technical support even if you own another Harlequin RIP (PrintersRIP, ECRM Harlequin RIP, Presstek PearlRIP, Heidelberg Harlequin RIP, Heidelberg Harlequin QuickRIP, GIT Graphics Pro (Graphics Integration Technology) Harlequin RIP, GIL (Graphics Integration Limited) Harlequin RIP, Xitron Navigator Harlequin RIP, Highwater Torrent Harlequin RIP, SDP-RIP, DI-RIP, GrafixRIP Harlequin Software, GIL Graphics Professionals, Scriptworks Harlequin RIP, Kodak HQ Harlequin RIP, Screen HQ Harlequin RIP, Screen HQ-510, Presstek Momentum Harlequin RIP, Ultre Harlequin RIP, UltreRIP). Certain restrictions apply.

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). View directions and download the necessary files.


Tips & Tricks for the Harlequin RIP

Creating Page Setups. Page setups are used to configure output devices.
TIFF Page Setup for Separating Files at the RIP
Imagesetter InRIPSep Page Setup
Inkjet Page Setup
Inkjet Page Setup for Separations

Sharing Printers. Creating shared printers gives users on your network the ability to print directly to the software.
Sharing Printers from a Windows RIP (also called NT Print or NT Input)
Sharing Printers from a Macintosh RIP (Appletalk)
Sharing Printers from a Macintosh or Windows RIP (TCP/IP or Socket Input)
Download the RTI PPD (32-bit/64-bit Macintosh and Windows compatible)

Installing the RTI PPD. When adding a new printer to a Windows or Macintosh computer, you will be prompted to select a PPD or INF file for the Manufacturer and Model of the printer you are adding. This Postscript Printer Description (PPD) is used to describe the features and capabilities of a printer to the design application (Quark, InDesign, Illustrator, etc.). The PPD can describe supported paper sizes and Postscript Language Level compatibility. The RTI PPD is a universal PPD that is both 32 bit and 64 bit compatible so it can work with almost any operating system including Windows 2000, 2003, XP, Vista and Windows 7 along with Macintosh OS 9 or X including Snow Leopard. The RTI PPD can be used for any device that the RIP is capable of outputting to.
Download the RTI PPD (32-bit/64-bit Macintosh and Windows compatible)
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

Installing Appletalk on Windows XP. For customers that print from Macinotsh OS 8.5 through 10.5 computers to the Windows version of the RIP running on Windows XP Professional, this allows you to install Appletalk directly on Windows XP Professional. Instructions and Files for Installing the Appletalk Protocol on Windows XP. For customers printing from 10.6, Appletalk is no longer included with the 10.6 release of the Macintosh Opearting System therefore you will need to create shared Windows printers or Socket Input Channels on your RIP computer.

Speeding up and Cleaning out Temporary Files in your Harlequin RIP. If you start your Harlequin RIP and it locks up or boots slow, it is usually due to a bad page buffer or possibly a build up of temporary page buffers. Events such as a system crash can cause the RIP to generate a corrupt page buffer file. To regain your RIP's original startup speed and also clear out any corrupted page buffers you can clean out the page buffers that have built up in your RIP. Doing this will delete any jobs that are stored in the RIP's Active Queue and Held Queue. To delete the page buffers you will need to quit the RIP then open the Hard Drive \ RTI \ SW \ PageBuffer folder. Delete all of the items (including all files and folders) that are inside the PageBuffer folder. Do not delete the Page Buffers folder but delete everything inside the PageBuffer folder. Be careful that you only delete the items in your PageBuffer folder. If you delete delete other files you may cause the RIP to become unoperational. After deleting the Page Buffer files you should be able to start the RIP software.

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 \ Page Features 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.

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).

Video Tutorials
Video tutorials require Adobe's Flash Player. To download the player visit: http://www.adobe.com/products/flashplayer/
Using the Advanced Media Saving feature
Using the ROAM feature
Creating a Shared Windows Printer at the RIP (also called NT Input / NT Print)
Creating a Shared Printer (Socket TCP/IP Input) on a Macintosh RIP