Klic-N-Kut.com Message Board

Klic-N-Kut Support community

1. 

   ScrapFX
   Member

   Hi I'm new to the forum though have had my KNK XL for well over a year and a half now though it hasn't worked for well over a year. I have tried contacting CADLink, and Support through the old forum as well as the person I bought the machine off and still it doesn't work. CADLink and support ignored my request for assistance, the retailer at least attempted to sort the problem, though to no avail. I am hoping that I can get some assistance here as at the moment I'm sick of having an NZD$1800 incredibly large paperweight sitting on my desk doing nothing.

   I originally installed the software onto my old XP laptop and everything worked ok until the laptop died. In October 2008 I bought a new laptop with Vista and installed everything strictly following the instructions in the manual included in the box. I think it may have worked once, but then never again.

   I have uninstalled and re-installed the software several times, as has the person I bought the machine from. And still it doesn't work.

   I have had a myriad of different error messages which I have duly noted down and forwarded for assistance. Refer above comment re lack of response.

   The latest attempt (five minutes ago) I originally received an error message "Error locating security device 429496795" which asked me to replace the security device. It then automatically opened the Security PDF entitled "Security Device Issues".

   I duly followed the steps listed on this and checked the Dongle serial number, the last digit showed as "0" indicating no Dongle error. I then tried the next step of repeating an image at least eight times to see if this generated another error but nothing happened.

   Having plugged the machine in and turned it on,I ran the "Test" directly from the machine and it drew a small box as expected. This indicates to me that the KNK XL itself is working as it should be (though I could be wrong).

   I then went into the cut menu and attempted to cut something and nothing happened. I did not get the pop-up box to indicate that the software was sending information to the KNK XL machine. This has been the ongoing problem since I installed it onto my new laptop.

   I have checked that my Vista is 32-bit, so what do I do next other than throw the damn thing out the door and write it off as a poor investment... something I would really really REALLY not like to have to do.

   Many thanks Paula Lynne

   Posted 6 months ago #
2. 

   Paperthreads
   Member

   It sounds like you have a series of things that could be happening. Are you able to call to the US to get help over the phone?

   Let's deal with one issue at a time...to try to help you!

   First...lets deal with the Security device error. Open the software, and a new blank page, and insert 2-3 shapes onto it. After about the 3rd shape, if your dongle (security) device isn't being read properly you will get an error. If you don't get an error, then it's possible it was a fluke issue, and it's resolved, but if you do get an error...then you need to open your ORIGINAL disk that has your unique license files, (right click on the disk to open the files, don't "run" the disk).

   Once you open the disk to view the files, you will find two files named "products". Copy these two files, then go to your main drive on your computer, and find your Klic-N-Kut folder, and PASTE these two files to your KNK folder.

   Then, I recommend shutting your computer off, restarting, open up the KNK program, and again try to place shapes on the page. If you can do it 4 or more times, then most likely it's resolved, if you get the security device error again, then please post back here.

   Posted 6 months ago #
3. 

   ScrapFX
   Member

   Hi,

   To answer your first question, yes I probably can phone the US but need to know what timezone you are based in to work our when to phone. Also is there a charge over and above toll call?

   Have run through what was suggested about and experienced no dongle errors this time, so that seems to ahve resolved itself, so onwards and upwards to next issue... not software not speaking to KNK XL machine.

   Next suggestion???

   Thanks Paula

   Posted 6 months ago #
4. 

   Paperthreads
   Member

   I'm not sure how the phone charges work. Here in the US, when I call international I get charged a per minute charge, and my plan is very expensive, so I don't call international! If you don't have an international plan, then it would probably be pretty costly.

   Ok. since the security key is no longer an issue....the next thing is to set your ports up, to make sure it all matches.

   First make sure your machine is plugged into your computer and turned on.

   Then, go to your control panel on your computer (START MENU, CONTROL PANEL)

   In Windows Vista you will see an item in the control panel called DEVICE MANAGER.

   Click on DEVICE MANAGER to open it. In there, you will see an item called PORTS (COM & LPT) and under this section, and devices should be listed, and you should see the one for your machine. At the end of it, in parenthesis, it has the COM for that device listed. For example, it may say (COM4). WRITE THIS INFORMATION DOWN! IF the COM listed is some number HIGHER than 9, then you need to change your COM. We'll assume, though that it is some number between 2 and 9.

   Once you note what the COM is, then you have to go into your KNK Studio software....so open that up.

   Once in the KNK Studio Software, click on the CUT menu, and choose Plotting Defaults.

   In the Plotting Defaults menu, click on the SETUP button in the upper right corner of the menu box.

   That will open a new menu box, click on the menu call PORT. and on the RIGHT hand side, you will see PORT LOCATION. In the menu of the port location, you should see a COM#. IT must match the one you wrote down. IF it does not, then you need to click the drop down menu, and find it (it is not in any order, so it may be at the bottom of the menu!)

   Then, click APPLY, Then OK, and then, back at the Plotting Defaults Menu, click CLOSE.

   Now, try to cut something...see if it works.

   ((IT AT ANY POINT ABOVE, YOU CAN NOT DO A TASK BECAUSE IT IS NOT AS DESCRIBED, PLEASE POST BACK HERE WITH WHAT YOU ARE SEEING DIFFERENTLY!))

   Posted 6 months ago #
5. 

   ScrapFX
   Member

   My apologies for not replying sooner. I've been sick and knew there was no point my trying to understand the above instructions in that condition ;-).

   I plugged in the device and went to the device manager which is where I have struck my first problem. My laptop has three USB ports. When I checked them the machine showed as being in ports 12, 13 AND 14... none of which falls between 2 and 9. Could this be the source of the problem? If it is how do I go about renaming the port? Is that even possible?

   I know how to change the port number inside the software, but don't want to try that just yet if the actual number of the port is causing the problem.

   Many thanks

   Paula

   Posted 6 months ago #
6. 

   ScrapFX
   Member

   Ok, think I was able to answer my own question thanks to reading another message thread and watching the very informative video thanks to Sandy Mcc's comment. Have re-named the port as instructed and have been able to at least now draw an item. Will try cutting something shortly after some more test drawing.

   Thank you for all your help and a huge thank you to Sandy for the good timing on the response and a really clear video. It was easy to understand, and more importantly, it worked!!!

   Will update this thread if I have any further problems.

   Many thanks
   Paula

   Posted 6 months ago #
7. 

   Paperthreads
   Member

   I'm sorry...for some reason, your post 3 days ago never showed up on my new reply listing!

   Glad you sorted it all out!

   Posted 6 months ago #
8. 

   SandyMcc
   Independent reseller

   You're welcome, Paula!

   Posted 6 months ago #

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