YR Customer Support

ISSUE

POSSIBLE FAULT

HOW TO RESOLVE  

Heat press not switching on.

• No power at source.

• Power supply cable not fully inserted.

• Fault with the heat press.

• Turn the heat press off, check power cable is fully inserted, turn the heat press on.  

• Check there is power to the supply, seek advise of facilities management/store team.

Heat press not hot/ heating up, despite being on.

• Has entered power-save mode

• No power at source.

• Power supply cable not fully inserted.

• Fault with the heat press

• Lower handle and heat press will begin heating again

• Contact support if the heat press fails to operate, ensuring the heat press is switched off and the power supply is unplugged. 

Touch Screen (design or print) no display

• No Power at source.

• Display cable not fully inserted

• Computer not turned on.

• Computer faulty.

• Touch screen broken.

• Check power supply cable is fully inserted.  

• Check screen is turned on.

• Check display cable is fully inserted at both ends.

• Confirm touch screen working by connecting to known working server. 

• Confirm the Server working by connecting to know working screen. 

Touch screen not responding to touch

• USB cable connection issue 

• Port failure on touch screen.

• Windows Pen & Touch driver issue.

• Check USB  cable is correctly inserted to the touch screen and YR Server.

• Confirm USB cable is working by connecting to know working server and screen.

• Replace cable.

Issue with Design or Print software; failure to load application, error messages, on screen content failings.

• Fault with system software.

• Fault with design software.

• Hardware fault.

• Restart the Print Manager application.

• Restart the Server by holding power button for 3 seconds, allow system to fully shutdown,  wait 10 seconds and repress power button once to turn back on. 

Docket Printer not working

• No power at source

• USB cable connection  issue.

• No paper.

• Turn on and off at source

• Check power supply is properly connected.

• Check USB cable is connected to the Server (Print Manager)

• Check paper and install if necessary. See Epson Printer user manual.

New designs (saved from design terminals) not appearing in Print manager queue system.

• Check queue folder is on ‘Today.’

• System software network sharing issue.

• Software issues.

• Check network cables are fully inserted.
• Restart YR server connected to 27” touchscreen used by customer. 
• Contact support.    

Printer issue

• Refer to Brother GTX User Manual. 

• Refer to Brother GTX User Manual. 

Sending image to print not arriving at printer

• USB cable connection issue.

• Printer settings issue.

• Software issue.

• Check Check USB cable is connected to the Server (Print Manager)
• Restart the Print Manager application.