When experiencing issues with the RIP crashing, contacting support is often a requirement. However, there are a few things you can check and/or do to fix or help us get to the root of the issue more quickly. Below are steps on how to gather log files and some common causes of crashes that you can check before reaching out.
Including Log Files in Your Support Request
To help us diagnose the issue more quickly, you can include the following log files in your support request:
Crash Reports: These provide valuable information about what caused the software to crash.
PrintFactory Logs: You can find these logs at the following locations:
Windows: C:/Users/Public/PrintFactory/Logs
macOS: /Users/Shared/PrintFactory/Logs
Attaching these files to your support request allows us to get to the root of the issue more efficiently.
Common Crash Causes and Quick Fixes
- Removing the Last Job Attempted: Sometimes, a problematic job can cause repeated crashes. By removing the last job you tried to print from your work folder, you may clear the issue and prevent further crashes.
- Checking Hard Drive Space:
- Work folder Hard Drive: Insufficient space on your computer’s hard drive can cause the software to crash. Ensure you have enough free space on your local drive to handle the job you're trying to print. The default location for the work folder listed here however you may have this setup on another drive and if that is the case, check that location.
- Windows: C:/Users/Public/PrintFactory/Work
- macOS: /Users/Shared/PrintFactory/Work
- Printing to External Drives: If you’re printing to an external drive or a network location, make sure there is enough space on that drive as well.
- Printer's Digital Front End Hard Drive: If your printer has a front end with its own hard drive, check that it isn’t full. A full hard drive on the front end can cause the files to crash during the print process.
Including log files and performing these quick checks can save time and help resolve issues faster. If the problem persists after trying these steps, don’t hesitate to contact support with your findings.
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