FREQUENTLY ASKED QUESTIONS
How do I find my serial number?
Both your software box and dongle are labeled with your Wasatch Serial Number. If your dongle is attached to your computer, you can also find your serial number by clicking on "Help" in the main window of SoftRIP, and select "About This Program". The serial number is typically a four-to-seven digit numeric value and may include characters.
What are the recommended specifications for my computer to properly run Wasatch SoftRIP?
To get the most out of Wasatch SoftRIP, we recommend running the software on a fast and reliable computer. System requirements to properly run SoftRIP can be found here.
How do I contact Wasatch Technical Support?
Only users with an active service contract can access our technical support team. Please include your serial number with all service requests. To check to see if you have an active service contract, click here. If you do not have an active service contract and need to purchase one, click here.
- Email: firstname.lastname@example.org
- Callers in the United States can dial 1-800-683-8214 for toll-free technical support.
- Callers outside of the United States can dial +1-801-575-8043 for technical support.
Our hours of operation are Monday – Friday 8:30 AM-5:30 PM Mountain Standard Time. We are closed Saturday and Sunday. Depending on your geographical location, our technical support team typically will respond to service requests in 2-4 hours, and no more than 24 hours, during regular business hours.
What is a Service Data Uploader and how do I use this feature?
Any user with a valid service contract can take advantage of our Service Data Uploader (SDU). The Service Data Uploader creates a ZIP file that contains system data that is easy for our technical department to inspect. The file can simply be attached to an email or can be uploaded directly via FTP. An SDU is often asked for by our technical department and allows you to quickly send key system configuration and settings. Creating an SDU is simple and can dramatically increase the speed and reliability in which your problems can be analyzed and solved.
For instructions on how to create a Service Data Uploader, click here.
Are there free trial versions of Wasatch SoftRIP?
Wasatch offers a free 30-day trial for specialty add-on products with an active service contract. Wasatch also offers a 60-day money back guarantee on every new product sale. For more information, click here.
Why is updating my copy of SoftRIP so important?
Updating Wasatch SoftRIP is beneficial for many reasons. Updates give you product enhancements that improve the program’s performance, new printer drivers, and added features. Staying up-to-date with SoftRIP also helps keep it in tune with the Windows platform.
How do I update Wasatch SoftRIP to the latest version?
All updates of Wasatch SoftRIP can be conveniently downloaded. After the service renewal or update has been paid for you will receive an email from us with detailed instructions on how to download the latest version of SoftRIP. Ensure you follow the download instructions before entering in your new codes. If instructions for updating SoftRIP are not followed properly, a Hardware Error 297 or 298 may appear on the screen.
If you are interested in receiving a service renewal quote or want to start the updating process, fill out the form found on this page.
Should I make a backup of Wasatch SoftRIP?
Making a backup to Wasatch SoftRIP is very important. Wasatch only supports the latest version and cannot provide older versions of SoftRIP. Your computer could experience a hardware failure or viruses, which could result in losing or corrupting your current version of SoftRIP. Creating a backup of your SoftRIP program and registration codes on an external drive is a good way to protect your investment.
Why don’t we resell old versions of Wasatch SoftRIP?
We are continuously making enhancements and improvements to Wasatch SoftRIP. For this reason, older versions are not supported.
If I re-install Wasatch SoftRIP, do I need new codes?
If you are re-installing the same version of SoftRIP, you do not need new codes but will need the codes issued to you for that specific version of SoftRIP. If you are upgrading to a newer version of SoftRIP, you will need to enter the new codes that you received with your download instructions. Codes from older versions of SoftRIP will not work.
What happens if I lose my dongle or the dongle breaks?
The dongle is the key to your software. Without a dongle, all of your prints will be defaced and SoftRIP will not run properly. There is no replacement for a dongle key that has been lost or stolen and a new software license must be purchased. Wasatch recommends that you safeguard your software and dongle through your insurance policy.
Users can replace their existing dongle if it is damaged. Dongle exchanges can be requested by contacting Wasatch. All dongle exchanges are free with an active service contract.
Why is the use of a dongle emulator not supported by Wasatch?
A dongle emulator is a software product that will allow you to run certain software without a dongle key. For security reasons, Wasatch SoftRIP will not run reliably without a dongle connected directly to your computer. It is also recommended to remove the dongle emulator program from your computer. An error message associated with emulators is often Hardware Error 358.
Why is my copy of Wasatch SoftRIP showing up as unregistered?
There could be a couple of reasons why your software is showing as unregistered. First, check to make sure the dongle wasn’t knocked or hit loose which could result in an unregistered error. If a light on the dongle is on, the dongle is recognized. If your software is still showing as unregistered, check to make sure you have the most current USB driver installed on your computer. You can typically find the latest driver from your computer’s manufacturing website.