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This page contains several frequently asked questions pertaining to PRIMS 5G, purchasing, and support information. If you have additional needs or questions, please email support@kartdigital.com.
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Why do I receive "Error - Unable to Connect" when logging in?
Why won't reports or barcode labels print?
Why can't I specify a barcode printer?
How do I configure my barcode printer?
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How do I report a bug?
What does the Technical Support Package include?
How do I renew my Support Package?
Where can I get training on PRIMS?
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How do I purchase PRIMS 5G?
What is a Seat License?
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Based upon your purchase agreement with Kart Digital, Inc., you may be receiving a message "Error - Unable to Connect" whenever logging into the system. This error is due to the seat license restriction placed upon your system. For example, if you have 3 seat licenses available for use, then 3 people may be logged into the system simultaneously. Once the 4th user attempts to log into the system, they will be presented with this error message. By default, a timer has been built into the system that will allow the 4th person to log in once one of the other 3 have remained idle for a period of time, thus logging off the idle person.
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This issue is normally resolved by correctly configuring Internet Explorer's Trusted Sites. Details are found directly below, detailed in the section "Barcode Printer cannot be specified."
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One common problem encountered is that you are unable to select a barcode printer from the available list while in the "Barcode Label Configuration" section. This is normally due to invalid security settings within Internet Explorer, in which no printers are able to be located, displaying an empty list where the printers should be. To begin, please go to your Internet Properties, best found from the Tools menu within Internet Explorer. You will be presented with a window containing several tabs along the top, one of which is "Security". Please select this tab to continue.
Within the Security tab, you are presented several Web contents zones, one of which is "Trusted Sites". Please select the "Trusted Sites" option, as it is best to include PRIMS as a trusted site to your system. With the Trusted Sites option selected, a button should be available named "Sites". Click on this button to ensure that PRIMS is included as a trusted site.
If working from the primary PRIMS machine, you should be able to locate "http://127.0.0.1" within the list of Web Sites. If working from an external machine, you will need to have an entry containing the name of the primary PRIMS machine, such as "http://KDM10001". If this entry does not exist, please add the correct web address to the list. In order to add to this list, you may need to uncheck the option "Require server verification (https:) for all sites in this zone". Please do ensure that option is unchecked when pressing OK on the window.
With the PRIMS system added as a Trusted Site, return to the previous window and select button "Custom Level..." to manage its properties.
As a general rule, we suggest setting each possible option to "Enabled" where that choice is available. Doing so will ensure that all is correct, however the primary area that must be set to enabled pertains to "ActiveX controls and plug-ins". Once you have enabled all possible options, the very last option presented is User Authentication. Please set the option to "Anonymous logon". Press the OK button to continue.
All options have now been set correctly, on the primary Internet Options window, please press the OK button to close and finalize all changes. You may need to either close all instances or Internet Explorer or restart your computer before attempting to access the Barcode Printer through the configuration again.
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To configure your Zebra TLP 2824 with 2.25" X 3.00" Labels, go to the Control Panel located on your Start Menu. From here, locate and select the option "Printers and Other Hardware". After selecting this option, or possibly in place of this option, locate and select "Printers and Faxes".
This view allows you to specify and configure all printers connected to your computer. One of these will be the Zebra TLP2824. Right click on the printer and select "Printing Preferences".
Within the Layout view, ensure that the "Landscape" option is checked. Next, press the "Advanced..." button on the bottom-right corner of the view.
Several options will become available to fine-tune to the operations of the barcode printer. Please apply the following settings for optimal performance.
Paper Size: Label 2.25 x 3.00
Resolution: 200 DPI
Media: Speed 2 ips
Paper/Output: Cutter Disabled
Print Quality: Thermal Transfer
Print Density: Density 10
Metafile Spooling: On
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If you identify a bug, discrepancy, or questionable area within the system, please use our online support form to notify us of the possible problem, giving as much detail as possible.
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The basic support package, included for the first year with the purchase of PRIMS, allows for unlimited calls to our corporate office and email requests to support@kartdigital.com, free upgrades, and much more. We will continuously strive to ensure that your system is fully operational at all times.
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When your Technical Support Contract is nearing termination, a sales representative will contact you with further information on how to renew your contract. If you have not heard from a representative, please call our corporate office or email sales@kartdigital.com.
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Training is available directly from Kart Digital or through various third-party training companies. To schedule a training session or request more information, please contact a sales representative or email sales@kartdigital.com.
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At this time we require all purchases be made by contacting a sales representative within our corporate office. You may also email sales@kartdigital.com with any questions or requests to have your local sales representative contact you.
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Most PRIMS packages contain a specific number of Seat Licenses. These licenses restrict the number of concurrent users connected to the system. Any computer or terminal may be used to access the system; the restriction is only placed upon the number of connections at once.
Those packages sold with a high or unlimited number of Seat Licenses are normally accompanied by certain hardware upgrades to prevent any possible impact to the system.
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