Support

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Customer Services

If you have any customer service related issues regarding the harlequin.com store e.g. payment problems, password not received, no email confirmation, please read the following FAQ’s first.

If you are still having problems, please contact Global Graphics store@harlequin.com

Product Support

Try Before You Buy
A Try Before You Buy (TBYB) option allows you to try out a RIP option for up to 30 days so you can decide whether it meets your needs.
If you have ordered a TBYB option you will receive an email from Global Graphics confirming how to enable your TBYB option. The email will also confirm your level of technical support and where you can obtain this from, if needed. Please note that Global Graphics uses its OEM Partners and their dealers to provide technical support. Users should expect to receive technical support via email.
Technical support during the 30 day TBYB evaluation period involves providing help with the following general usage questions:
  • How to install the TBYB option if you are having difficulties,
  • How the product functions,
  • How it is configured,
  • How it works with the Harlequin RIP.

When the TBYB period expires you will have to purchase the option to use it again.

Click here to see our TBYB FAQ.
Products purchased from harlequin.com
If you have purchased a product from harlequin.com you will receive technical support for a period of 60 days from the date of purchase. You will receive an email confirmation of the order from Global Graphics. The email will also confirm your level of technical support and where you can obtain this from, if needed. Please note that Global Graphics uses its OEM Partners and their dealers to provide technical support.
Technical support during the 60 day period involves providing help with the following getting started support issues:
  • Installation difficulties,
  • How the product functions (i.e. basic usage questions),
  • How it is configured,
  • How it works with the Harlequin RIP
  • Troubleshooting.

During the 60 day technical support period, users should expect to receive technical assistance via email, or at the OEM Partners/dealers option via web-ex, or phone.

If you require additional support packages you will be able to purchase these packages directly from your OEM Partner or dealer. For more information, or to purchase an additional support package, please contact the OEM Partner or dealer referenced on your email order acknowledgement.
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Webmaster

If you have identified a problem with the harlequin store e.g. a link not working, or if you have a general comment about the harlequin store, please contact webmaster@harlequin.com
Pictures of dongles you might have for your Harlequin RIP

A dongle is an external hardware security device.

Dongles

The dongle must be plugged into your computer before attempting to start the Harlequin RIP and whenever the Harlequin RIP is running. The dongle needs to be plugged into your parallel or USB port depending on which dongle you have received.

The Harlequin RIP, nor any of its Product Options, will run if the dongle is not connected to your computer.

Global Graphics uses Sentinel Security Products that are available as Universal Serial Bus (USB dongles) or 5-pin parallel port dongles.

Where to find your dongle numbers heading image

Dongle numbers can be found using the following methods:

In v6.4 (or later) of the Harlequin RIP (supplied with a Harlequin License Server (HLS) and License Manager):

  • Preferably, unplug the dongle from the port on the machine. The security number and dongle serial number will be printed on the body of the dongle.
  • If you cannot get to the dongle or the printing is not visible, you can use the License Manager application supplied with your RIP. When started, the security number and the dongle serial number are displayed in the "Dongle info" area.

In v6.3 (or earlier) of the Harlequin RIP (no HLS or License Manager)

  • Preferably, unplug the dongle from the port on the machine. The security number and dongle serial number will be printed on the body of the dongle.
  • If you cannot get to the dongle or the printing is not visible, a RIP serial number is displayed in the RIP message (monitor) window when the RIP is started. This number is actually the dongle security number (apologies for the confusion).

Note that in this case the dongle serial number is only available on the dongle itself.

The serial number is usually 5 digits. For example: 12345

The security number (or RIP serial number) is usually 5 plus 2 digits. For example: 12345-12

Your dongle was not accepted heading

When asked to provide my dongle numbers they have been rejected.

  • Make sure that you have typed the full and correct numbers.
  • The dongle serial number is usually 5 digits. For example: 12345
  • The dongle security number is usually 5 plus 2 digits. For example: 12345-12
  • Make sure that you have typed the numbers in the correct boxes e.g. check that you haven't typed the serial number in the security number box
  • Make sure you include any dashes between numbers.
  • Make sure that you type a zero "0" and not the letter "O"

Note: If you are having difficulty finding your dongle serial and security numbers, please see “Finding my dongle security and serial number?"

If you are still having difficulty, please email store@harlequin.com