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FAQ:Most Frequently Asked Tech Support Questions
This FAQ answers some of the most common tech support questions asked by customers.

How to update a dongle?
How do I order and install a TBYB (Try Before You Buy) for the Rasterize-it RIP?
How can I upload files to your FTP?
The PrePage-it 4D Client is not starting. What can I do?
The web browser is not showing the PrePage-it Web GUI correctly?
Are Windows 7 Pro and Windows Server 2008 supported? Both 32-bit and 64-bit?
How do I add a calibration/compensation/tone curve to my workflow?
What can I do if I get VMerrors? Renderbands errors? TrapPro memory errors? jobs taking an extremely long time to process?
Polkadots applications produce errors while trying to access (i.e. read/write) remote mapped drives?

How to update a dongle?
A dongle update is required to go from a temporary software license to an unlimited (permanent) one, to upgrade to new versions or builds, or to enable additional software modules or features.

Updating the dongle consists of activating the Polkadots' hardware dongle with the license key update file supplied to you by your Polkadots dealer, as follows:



Note that in order for an update to take effect in the PrePage-it Client, all Clients have to be closed and the 4D Server: PrePage it Client service has to be restarted.

NOTE: If the dongle update procedure does not work, a security feature such as Windows' DEP (Data Execution Prevention) may be interfering with the update. Please see the tech note Installation issues with Win XP-SP2 & 2003-SP1, available from your Polkadots dealer, for details.

More detailed information about dongle updates can be found in the PrePage-it 7 User Guide.

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How do I order and install a TBYB (Try Before You Buy) for the Rasterize-it RIP?
A TBYB permit (Try Before You Buy) enables all RIP Extras for 30 days, including: TrapPro, HDS (stochastic FM screening), ColorPro, and ProofReady for various Epson and HP printers.

To order a TBYB, provide your Polkadots dealer with the following information:



Shortly after ordering a TBYB permit (usually within 24 hours), your Polkadots dealer will send you a permit file. To install it:
  1. Copy the TBYB permit file to the RIP machine.
  2. In the Rasterize-it RIP application window, click RasterIT > Configure RIP > Extras > Try (see figures above).
  3. In the window that opens, locate and select the TBYB permit file.
  4. After being enabled, the Configure RIP Extras dialog box should look similar to the figure above, with most features shown as "Trial".
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How can I upload files to your FTP?
When requested by a Polkadots rep to upload files to our FTP for the purpose of testing, troubleshooting, etc., you can do so in the following manner:
  1. Using an FTP utility program (or on a PC, the Windows Explorer), navigate to the ftp site: ftp://ftp.polkadots.ca.
  2. Login as:
    • Username: public
    • Password: public
  3. Copy your files to the ftp folder as instructed by your Polkadots rep and let us know when it has finished uploading.
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The PrePage-it 4D Client is not starting. What can I do?
Here are the most common reasons why the PrePage-it Client does not start, along with their solutions.

First-time Mac installation?
IP address is wrong? IP has been changed? IP is dynamic (DHCP)?
4D Service is stopped?
Database is corrupt?

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First-time Mac installation?
The first time the PrePage-it Client is installed and launched on a Macintosh workstation, you will receive the message "Error #-10002: The database cannot be used".

Click OK to the "Error #-10002" message. When the Connection to 4D Server dialog box appears, go to the Custom tab. Next, type the Database Name (e.g. PrePage-it.4DC) and the Network Address i.e. IP address of server, followed by port number 19051 (e.g. 192.168.1.72, 19051). This will launch the client.



IP address is wrong? IP has been changed? IP is dynamic (DHCP)?
The IP address of the PC server (where the PrePage-it Client Engine is installed) must be static – it cannot be DHCP. When the PrePage-it Client is launched, it always searches for the same server IP address. If it does not find the server, the message "Error #-10002" will appear, as shown in the previous figure above.

Therefore begin by verifying the number of the server's IP address and its type (static or dynamic). Then re-launch the client and provide the correct IP address when prompted by the Connection to 4D Server dialog box. To know how, see First-time Mac installation? for procedure details.

Please refer to your network administrator for help with IP addressing.

4D Service is stopped?
The 4D Server: Prepage-it Client service must be started in order for the PrePage-it Client to be launched. Verify this from the Start menu on the PC server by navigating to Start > Administrative Tools > Services or Computer Management. If the 4D Server: Prepage-it Client service is stopped, right-click on it and select Start.


Afterwards, try to re-launch the PrePage-it Client.

TIP: Need help with the procedure for re-launching the PrePage-it Client ? See First-time Mac installation?.

NOTE: If the 4D Server: Prepage-it Client service refuses to start, then try running the application Prepage it Server.exe instead. See Database is corrupt? for procedure details.

Database is corrupt?
If you suspect the database to be corrupt, then you can try running the application Prepage it Server.exe and verifying: (a) does it display any error messages? (b) does it run? (c) if it runs, can you successfully launch the PrePage-it Client ? The following procedure can also be tried if the service (4D Server: Prepage-it Client) refuses to start or if for any other undetermined reason the PrePage-it Client can't be launched.

Warning: Running the Prepage-it Server.exe application and/or repairing a corrupt database requires a solid understanding of the Windows OS and the PrePage-it Client software and hence should be performed by a knowledgeable technical specialist.

To run the Prepage it Server.exe application and verify the database:
  1. Make sure the 4D Server: Prepage-it Client service is stopped. You can do this from the PC server by navigating to Start > Administrative Tools > Services or Computer Management, then right-clicking on the service and selecting Stop.

  2. Now navigate to the folder C:\Program Files\Polkadots Software\Prepage-it Client Engine.

  3. Next, launch Prepage it Server.exe.
  4. Finally, verify the following:
    • When the executable program Prepage it Server.exe opens, does it display any error messages?
    • If a "database corrupted" message appears, then use 4D Tools to attempt a repair of the database. This procedure is explained in detail in the tech note 4D Tools - Repairing a database, available from your Polkadots dealer.

    • If the executable program runs with no error, are you able to launch the PrePage-it Client?
    • If the PrePage-it Client can be launched while the server application is running (Prepage-it Server.exe) but not while the service is running (4D Server: Prepage-it Client), then it sounds like there is an issue with the service but the database is ok.

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The web browser is not showing the PrePage-it Web GUI correctly?
Does the PrePage it Web GUI contain objects which are misaligned or missing altogether? Is it displaying old data or an old version of an item which you updated? There are a number of possible factors which may cause a web page such as the PrePage it Web GUI to be displayed incorrectly.

Some basic solutions, suggestions and tips regarding the correct display of the PrePage-it Web GUI are listed below:
  • make sure you are using a recent version of your web browser

  • try to reload/refresh the web page using the web browser's Reload or Refresh command



  • try clearing the web browser's cache (temporary internet files) and cookies - look in the web browser menus for commands like Clear Recent History, Delete Browsing History, Reset Safari or similar

  • check if pop-up blockers and other security settings are activated in your web browser – these can prevent some PrePage-it Web windows from being displayed

  • if you see the message "PrePage-it is not started!" appearing in red & yellow at the top of the PrePage-it Web window, you must launch the PrePage-it Viewer application - failure to do so will cause a number of PrePage-it Web features to not work properly, especially those relating to the listing of queues


  • NOTE: The PrePage-it Viewer is located on the server machine and can only be turned on from there by double-clicking the PrePage-it Viewer desktop icon.

Troubleshooting TIP: Try viewing the PrePage-it Web GUI on a different web browser and/or workstation, if possible, and see if the same issue occurs. This will help determine whether the issue is isolated to a particular web browser brand/version or to a particular workstation (due to operating system configuration, system preferences, etc.).

TIP: Avoid adding extra toolbars and add-ons (e.g. Google toolbar, etc.) – these may interfere with the proper functioning of PrePage-it Web.

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Are Windows 7 Pro and Windows Server 2008 supported? Both 32-bit and 64-bit?
Yes, Windows 7 Pro and Windows Server 2008 Standard Edition are supported by current versions of the software i.e. Rasterize it v.8.1, PrePage-it Viewer v.7.1 and Move-it v.2.2. Both 32-bit and 64-bit versions are supported.

NOTE: The Web/Enterprise/Datacenter editions of Windows Server 2008 are not supported.

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How do I add a calibration/compensation/tone curve to my workflow?
You can create and assign various types of curves to PrePage-it Viewer queues:
  • Device Calibration curve → to linearize output devices (CTP, imagesetter)
  • Printing Press curve → to compensate for dot gain on a printing press
  • Tone curve → to compensate / make adjustments / resolve special situations, problematic cases or temporary circumstances
The process for creating and assigning a Device Calibration curve is summarized here. Printing Press and Tone curves follow a similar procedure. More detailed information about this topic can be obtained from the Calibration Procedure & Guidelines tech note as well as the Rasterize-it User Guide.

TIP: When creating a Tone curve, you enter the values that you would like to obtain from your output rather than measured densitometer values. For example: if "for the 30% dot, you would actually like to get 34%", then you enter the value 34%. Tone curves behave in the opposite sense to Device Calibration and Printing Press curves.

Calibration Procedure
  1. Print your calibration target file directly to the PrePage-it Viewer queue that you want to calibrate. In a standard Polkadots configuration, curves are normally assigned to a 1-bit TIFF assembly queue (typically called Flats_Assembly or Pairs), which is where files are usually screened. To know more on printing a calibration target, including a time-saving shortcut for advanced users, see How to print a calibration target to a PrePage-it queue.

  2. Produce a film/plate using this calibration target file. Then using a densitometer, measure the dot values from the film/plate in percentages.

  3. Create a new calibration curve with the measured dot values that you obtained from your densitometer. Then assign this new calibration curve to the queue/page setup you are calibrating. To know how, see How to create a calibration curve.

  4. Reprint your calibration target file back to the same PrePage-it Viewer queue, which should now be configured with the new calibration curve. Again, make a film/plate and measure the dot values. If the values are linear, the procedure is complete.

  5. If the values from the previous step are not all linear: go back and open the Calibration Manager window (to know how, see How to create a calibration curve). Then select the calibration curve and this time click Edit from calibrated target.


  6. In the Edit calibrated target dialog box, add only the measured values that are not linear and click OK. The RIP will automatically adjust the calibration set.

  7. Repeat steps 4-6 until the output is linear.
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How to print a calibration target to a PrePage-it queue
  1. Obtain or create a calibration target file using a design application (e.g. Quark, InDesign). The target file should contain the same dot values as a standard Harlequin RIP calibration target (for e.g. Monochrome curves contain the values: 0%, 2%, 4%, 6%, etc.).
  2. NOTE: Dot values for a Monochrome calibration target are different from a CMYK calibration target.



  1. Print this file to the required PrePage-it hotfolder while performing the calibration. In a standard Polkadots configuration, this usually corresponds to the 1-bit TIFF queues where impositions are assembled and screened (typically called Flats_Assembly or Pairs).

  2. Important time-saving TIP (for advanced users): As an alternative to creating your own calibration target file, you may use the RIP's Print Calibration tool to print a calibration target to a Harlequin TIFF Page Setup. This saves you the work of creating your own calibration target file, but you have to create a Harlequin TIFF Page Setup with similar settings (resolution, screening frequency, etc.) to the PrePage-it queue that you want to calibrate. After creating the Harlequin TIFF Page Setup, do the following:

    1. use this Harlequin TIFF Page Setup to establish your calibration curve instead of using a PrePage-it queue – do the entire calibration procedure using the Harlequin TIFF Page Setup

    2. after the calibration curve has been completed for the Harlequin TIFF queue, transfer (i.e. re-enter) the calibration dot values from the TIFF device into a new calibration curve for the Prepage_it device – this will allow you to assign the curve to the appropriate PrePage-it Viewer queue, typically the Flats_Assembly or Pairs queue

Back to Calibration Procedure

How to create a calibration curve
  1. Make sure the RIP is started. If it isn't, then launch it from the PrePage-it Viewer by clicking the Start RIP button in the toolbar. When the RIP is launched, the PrePage-it Viewer looks like this:



  2. Now from the PrePage-it Viewer toolbar: Stop Inputs, then launch the Page Setup Manager. Next open (Edit) the page setup that you want to calibrate e.g. Flats_Assembly.



  3. For Advanced Users: The whole process of creating and assigning curves to PrePage-it Viewer queues can actually be performed directly in the Rasterize-it RIP application window. This window can be launched with the Show RIP command. However note that completing the calibration process directly from the RIP window requires a sufficiently thorough knowledge of the Harlequin RIP.



  4. Open the Calibration Manager, then select Color Space = Monochrome and Device = Prepage_it. Next, click New to create a new calibration curve.



  5. NOTE** If you've already created a calibration curve: use Edit from uncalibrated target when entering dot values from your 1st calibration target run and Edit from calibrated target for subsequent calibration runs (i.e. 2nd, 3rd, etc.).
    TIP: In many cases, Monochrome curves are adequate. CMYK curves are required when there is a difference in calibration values between one color separation and another.

  6. Enter the dot values that were read from the plate/film into the calibration curve. If it's a new calibration curve: specify any other relevant values, give the calibration curve a name and click OK until you are back at the Page Setup window.



  7. Assign this calibration curve to the required page setup by selecting it from the Calibration dropdown list.

  8. Click OK to close all windows –- this will return you to the PrePage-it Viewer. Finally Start Inputs again.


Back to Calibration Procedure

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What can I do if I get VMerrors? Renderbands errors? TrapPro memory errors? jobs taking an extremely long time to process?
The errors mentioned above can all occur when there is not enough memory available for the Rasterize-it RIP application. Although there are several other possible causes, insufficient available memory is often partly or wholly responsible.

When this occurs, here is a list of suggestions you can try:
Changing the RIP's memory settings
Increasing the server's physical memory (RAM)
Configuring the Windows OS to make more memory available to applications
Decreasing the number of applications running on the same server

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Changing the RIP's memory settings
The RIP's memory settings can be accessed from the RIP Commands toolbar in the PrePage-it Viewer:
(i) make sure the RIP is started (ii) Stop Inputs (iii) click Configure RIP.



Important: Before making any changes, note down your current RIP memory settings. This way you can revert back to your original memory settings should you experience any problems after changing the memory settings.

To know how you should configure the memory settings, see the Rasterize-it RIP v.8 Memory Settings tech note, available from your Polkadots dealer.

Increasing the server's physical memory (RAM)
Important: Increasing the server's RAM does not automatically guarantee the elimination of memory errors.

Most workflows work well with 2-4 GB of RAM. If you experience memory errors, upgrading the RIP server machine with up to 4 GB of memory may improve performance and reduce memory errors. However this does not automatically guarantee the elimination of memory errors. How much benefit you will get from upgrading the RAM depends on several factors, most notably: Windows OS version? Windows OS configuration (e.g. /3GB switch)? RIP version?

Windows OS version?
  • regardless how much physical RAM is installed, each Windows version has an upper limit on the amount of memory that the software applications on a server machine are able to use
  • example: the maximum usable memory for applications is different on a 32-bit version of Windows vs. a 64-bit version of Windows
  • please consult a Windows specialist to determine the best combination of Windows OS version & installed RAM
Windows OS configuration?
By default, Windows systems are often set up to not allow applications to use more than 2 GB of RAM. Depending on your Windows version, you may be able to increase this memory limit beyond 2 GB. Please see Configuring the Windows OS to make more memory available to applications below for more information on this topic.

RIP version?
The RIP version 8.1 can use up to a maximum of approximately 3.5 GB of physical memory to process jobs, regardless how much RAM or which OS is installed. Each previous version has a different upper limit, for example the RIP v.7.1 is limited to less than 3 GB.

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Configuring the Windows OS to make more memory available to applications
As mentioned previously, your Windows system may be configured (by default) with an upper limit of 2 GB of RAM memory accessible by your applications. OSes such as Windows XP Pro/2003 32-bit can be configured (by setting the /3GB switch in the boot.ini file) so that this memory limit increases from 2 to 3 GB. The RIP then needs to be set to recognize that 3 GB of memory is available. A detailed procedure showing how to set this up can be found in the tech note Increasing RIP Memory Limit, available from your Polkadots dealer.

In more recent operating systems such as Windows 7 Pro/2008 the memory limit can be increased via a command-line configuration – please consult your Windows documentation or a qualified computer technician for more information.

Warning: Increasing the memory limit, whether via the boot.ini file or some command-line configuration, should be done by a qualified computer technician. Misconfiguration of memory can cause serious problems with your computer, including the inability to reboot.

Decreasing the number of applications running on the same server
Transferring all non-essential programs to another computer, such as those not related to the Polkadots workflow, may be helpful. In addition, if your server runs quite a few Polkadots applications and/or multiple RIPs, consider splitting them between two servers. This will distribute the workload and improve the performance, especially when coupled with Move-it's Load Balancing feature.

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Polkadots applications produce errors while trying to access (i.e. read/write) remote mapped drives?
Since the Move-it, PrePage-it Viewer and PrePage-it Client applications are sometimes configured to input/output to remote mapped drives, these operations may occasionally result in network-related errors. The most common causes, along with their solutions, are listed below.

Polkadots applications don't have the rights/permissions to read/write/delete on a remote drive?
Disconnected mapped drives?
Network traffic/slowdowns/interruptions?

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Polkadots applications don't have the rights/permissions to read/write/delete on a remote drive?
Each Polkadots application that has to access files on a remote mapped drive has to be configured with the required rights/permissions. Here is how to accomplish this configuration of Move-it / PrePage-it Viewer / PrePage-it Client:
  1. Create a user account with Administrator rights on the Polkadots server machine and also every other machine where Polkadots applications need to input/output files:
    • the user account (username/password) must be identical on every machine
    • this user account must have a password (it cannot be blank)
    • password is case-sensitive
    • the user account should be a member of the Administrators group (or have equivalent rights/permissions)
  2. Make sure that all shared remote folders where a Polkadots application needs to input/output files are configured so that the administrator account created in step 1 has full read/write access (e.g. has Administrator or Full Control access in the Share Permissions and Security Permissions).
  3. For all required Polkadots Services, specify that the administrator account Log On As > This Account.


  4. The required Windows Services are:



  5. For Move-it only: As an alternative to configuring the Move-it 2 Service as described in the step 3, you can instead specify the administrator account directly in the Move-it 2 interface. To do so:
    1. Open the Move-it menu Server > Settings > User Logins.
    2. Add the administrator account that you created in step 1 into the Move-it Server Settings.
    3. Select this user account as the Default User Login.


NOTE: Direct communication between Polkadots modules (i.e. the PrePage-it Viewer, Move-it and PrePage-it Web) is accomplished through an internal mechanism and therefore does not require any drive mapping or additional user account rights. The procedure described above is only required when a Polkadots module needs to access a remote folder.

Disconnected mapped drives?
Check if all the mapped drives on the Polkadots server are connected. A mapped drive may become disconnected for a variety of reasons, for example because the remote computer was shut down or rebooted. Or a mapped drive may not automatically reconnect after the Polkadots server has been restarted. In either case, re-mapping the drive(s) and re-establishing the connection(s) will stop the errors.

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Network traffic/slowdowns/interruptions?
Network issues such as interruptions in network transfers, network slowdowns, etc., may cause applications like Move-it and PrePage-it Viewer to produce errors when trying to input/output to remote drives.

For Move-it errors, the stabilization time can be adjusted to reduce or possibly eliminate these types of network errors. However this will not resolve anything with the network itself - please consult a network specialist for help with this topic. To adjust the stabilization time, change the time value (i.e. number of seconds) in the option Files are considered stable after x seconds of inactivity. This option is set in the Wait For File or Download FTP File inputs.


See the Move-it 2 User Guide for more information on this topic.

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This FAQ last updated October 2010