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FAQ

Having trouble engraving twist cap pens on the GEM-RX?

If you are having a problem with the cap on twist cap pen rotating when you try to engrave on the cap, the solution is as follows : Try turning the pen around and putting the cap in the left hand side of the GEM rotary (the driven end). If this is not possible, wrap a piece of masking tape between were the cap joins the barrel, this will stop it rotating separately.

The Dongle or USB to Serial Converter will not work together

On some Computers although you may have 2 or more USB Ports, you may find that when you have some, or all of them populated certain devices plugged into them will not work. The reason for this is that although you may have a number of Ports, they may all share the same internal power source, this will have a current limit. Modern Scanners, USB to Serial Converters, Printers and Dongle take their power from the USB Port, once the current limit is exceeded, they will cease to work correctly. The only solution if this occurs is to obtain a Powered Hub, these plug into the main to give extra current and are available from most Computer Stores

The PC will not recognize the Security Device (Dongle).

Ensure that you have not plugged the Dongle into you PC, before you have installed the GEM-RX Engraving Software. If you have you may be able to switch off your PC with the Dongle removed., then switch the PC back on again and replace the Dongle in the USB Port, Windows should then be able to find the correct driver.

The vice is not centred in the "X" axis on my GEM.

Make sure you have loaded the correct driver for your machine, i.e. GEM 1 for a GEM 1, GEM 2 for a GEM 2 etc. If you are in doubt you can check the model from the Serial No. Plate, located on the back of your machine.

I only have 20 Font and should have the Extra Font Pack.

The Extra Fonts are an additional Software Package, that has to be purchased separately. You have to enter a Code obtainable from your supplier, in the Registration Dialogue Box, within the U-MARQ Engraving Software, for more information see your Quick Start Guide.

My Engraving Machine runs erratically.

You need to check that you have selected the correct voltage setting for your Country, for more information see your Quick Start Guide.

Sometimes my Machine slows down or stops.

On your PC you should disable any screen savers and all power management. These can affect communications between your PC and your U-MARQ Engraving Machine. If you are in doubt about how to do this, you should consult your PC Supplier.

USB to Serial Connection not working properly.

If you having problems connecting a Notebook or other PC to your U-MARQ Engraving Machine because it has no serial connection, you have to use a USB to Serial Converter. This device is plugged into a free USB Port and it creates a virtual serial port on your PC. For further information on configuration and use see your Quick Start Guide.

I Can't access the my scanner in the GEM-RX Software.

The Scanning and Logo Generation is an additional Software Package, that has to be purchase separately. You have to enter a Code obtainable from your supplier, in the Registration Dialogue Box, within the GEM-RX Engraving Software, for more information see your Quick Start Guide.

The machine only moves backwards and forwards in one axis.

You have selected the Rotary Mode instead of Centre Vice, this will also be indicated by the background Machine Bed colour being Magenta, instead of Dark Green. You need to Right Click on the Workspace, then select "Workspace" and change the Mode to Centre Vice.

I have opened an Adobe Illustrator file, the object is solid

Your customer has saved a bitmap as an adobe illustrator file, contact your customer and tell them you need the image as a vector image, not a bitmap saved as an Adobe Illustrator image.

I cannot open a customers artwork from their disk. Why ?

Ensure that the disk is PC compatible and not Apple Mac format, to be certain ask your customer.

When doing complicated jobs, my Computer crashes.

Computers are strange beasts, too much information and they give up. When doing complex work that may take time, save the job occasionally, two seconds spent saving a job, is a lot better than repeating the work.

When importing a bitmap there are parts I don't want.

Left Click On the "Ignore Groups" Icon then select the parts you do not need., then Press "Delete" on your keyboard.

The machine isn't doing what I want. What's wrong ?

You are sending the machine the wrong information from your computer. Press "Home" on the controller. Check that you have set the job up correctly and try again. Both the computer and Engraving Machine, will only do what you the operator tells them.

The machine still isn't doing what I want. What can I do now?

If the problem persists, shut off your engraving machine and terminate the engraver icon located in the lower right hand portion of your screen (system tray). Turn your machine back on and try to engrave again. When prompted to delete the job already in place, click yes and proceed.

What's is the difference between the diamond drag graver and carbide cutters?

The diamonds are used primarily to scratch the surface of the material. Carbide cutters are used to deep engrave items, removing material from the cut. These cutters are used primarily to engrave plastic, wood or soap.

What do I do if I want to practice the engraving on the item

Use pen tester (SST-PEN 11/64), place a piece of scotch tape on your item. Use pen tester in place of your diamond drag graver and it will show you in pen what your engraving will look like.

How do I remove the cutter knob?

Both the brass cutter knob and the light touch work on a reverse thread, to remove turn clockwise, to put on turn anti-clockwise. Click here for detailed explanation.

How do I register extra software packages?

To unlock the extra font pack or any other software upgrade. Launch the GEM Engraving Software, Click On Help, Click On "Register" and enter the code, its case sensitive, Click On 'OK', you should get a message "Code Accepted". The new functions will not take affect until you close the program down and re-start.

I am in the middle of engraving and then the engraver stops and all the lights are either blinking or on, what happened?

Check to make sure that your machine is still connected to your computer. If the connection is still good then you have put in parameters that your machine doesn’t understand. First, you may have engraving outside of the white engraving space on your computer screen; make sure that all the engraving is inside of the white. Second you may have the dimensions of your product incorrect. If you have put in dimensions that are too big for your machine, the machine will start to blink. If you don’t have enough space for your diamond drag to move up and down (retract) the machine will start to blink. Sometime the best thing to do is to send the machine home and start a new job. Making sure all of you measurements are correct and then try again.