Frequently Asked Questions

DNP Printers

The warranty period begins on the date of your purchase as evidenced by a sales invoice or proof-of-purchase. This limited warranty is applicable to Customers who purchase and use the Printer in the 48 contiguous United States and/or Canada. The coverage is for Parts and Labour only. See Table below for details.

Printer Warranty Period Coverage
RX1/RX1HS The earlier of 1 Year or 30,000 prints (4×6″) Parts and Labour
DS620A The earlier of 1 Year or 60,000 prints (4×6″) Parts and Labour
DS40 The earlier of 1 Year or 40,000 prints (4×6″) Parts and Labour
DS820A The earlier of 1 Year or 15,000 prints (4×6″) Parts and Labour
DS80 The earlier of 1 Year or 10,000 prints (4×6″) Parts and Labour

General Questions

We no longer accept or process film. We’re 100% digital. 

If you’re having troubles logging into order tracking to see the status of your orders please try clearing your browsers cache/cookies. This will typically fix the problem and will allow you to log into order tracking. Below are instructions on how to do this for both MAC and PC. 

On PC

Chrome – Press Ctrl+Shift+Delete this will open the “Clear Browser Data” dialog box. Click on “Advanced” and select “Cookies and other site data”, and “Cached images and files”, and click on “Clear Data”.

FireFox – Press Ctrl+Shift+Delete, this will open the “Clear All History” dialog box. Select “Cookies”, “Cached”, and click on “Clear Now”.

Internet Explorer – Press Ctrl+Shift+Delete this will open the “Delete Browser History” dialog box. Unselect the “Preserver Favorites website data” Select “Cookies and website data”, “Temporary Internet files and website files”, and click on “Delete”.

On MAC

Chrome – Press Command⌘ + Y to open the history screen. On the left hand side click on “Clear Browser Data”. From the dialog box that will appear click on “Advanced” and select “Cookies and other site data”, and “Cached images and files”, and click on “Clear Data”.

FireFox – Command⌘ + Shift + Delete, this will open the “Clear Recent History” dialog box. Select “Cookies”, “Cache” and then click “Clear Now”.

Safari – Press Command⌘ + Y to open the history screen. In the top righthand corner click on ” Clear History…”. From the dialog box that appears select “all history” and click “Clear History”.

Getting Started

You can check the status of your orders, track shipments and see estimated completion dates using our Order Tracking system.

Once you are signed on with your email or account number and password browse to https://www.technicare.com/order-tracking/ 

Also available from the convenience of your smartphone whenever wherever! 

Also, you can browse to https://ordertracking.technicare.com just to track your order.

ImageQuix

Full-service events – Technicare sets the shipping charges. The shipping charges are $7.00 for orders up to $70.00 in value and $12.00 for anything above $70.00. When shipping full-service orders Technicare will use Canada Post standard parcel post. Air express is not an option. The funds collected for shipping full-service orders are billed back to the studio.

Full control galleries – The studio is free to add any associated costs for shipping that you would like.

Full-Service event – the studio creates a price list (your offering to the end user customer) from a selection of services that are available via a catalogue of choices. After creating your price list you upload the images, “publish” the gallery and inform your clients as to the location of the published event. All orders placed from Full-Service events automatically come into our servers and are produced the same as ROES orders. When the orders are complete we ship them directly to the end user on behalf of the studio. Full-Service is the best choice for studios that want to upload galleries and just sit back and wait for the money to “roll-in” to your bank account.

Full-Control event – the studio creates a price list for any products that you would like to offer. You are emailed the order details when the order is placed. How you fill and deliver the order is entirely up to you.

With both these events the fees that are associated with the uploads and sales remain the same; in both cases, all money transacts in Canadian funds and 100% of the collected funds are directly deposited to your studio bank account.

The internet lives in sRGB colour and uploading files in an Adobe98 colour space will hurt the vibrancy of colour your customers will see.

100% of the funds (Cdn$) collected are uploaded into your studio account (a Technicare Direct Deposit form must be completed). Technicare will bill your current Technicare studio account for the associated fees and in the case of full-service orders, the print production and shipping.

 

Payment Profiles

You must ensure the card entered in your Payment Profile has enough available credit to transact your ongoing invoices. Using a secured portal to transact payments is not a free service to Technicare. All transactions, whether approved come at a price; it is a cost of doing business in today’s environment. Unfortunately, we cannot absorb this cost when transactions are declined. A $1.00 charge will be added to open work orders when transactions are declined by your card provider. We will do our best to contact you should there be a problem but this will ultimately delay orders being shipped and could cause temporary suspension of your account.

No, once your payment profile has been activated, the Bambora System and the card issuing company recognize this as authorization for use and expiry dates are no longer considered.

Updating your contact information in Payment Profiles is only for the purpose of transacting payments with the card you have on file. Updates to this area are sent directly to Bambora’s secured servers and do not act as updates for our accounting and shipping software. If your contact information changes please contact us or alternatively the Client Services/Account Management/Contact Information. Edits made in this area will notify us of your change request and will ensure all of our systems are kept current.

We only take credit card numbers for accounts over the phone. If you wish to update your credit card on account please give us a call at 800-897-1844 or 780-424-7161. 

Payment profiles can only be deleted by authorized Technicare Management. If you wish to have your profile taken off this system please contact your Account Manager and within 24 hours this information will be permanently removed. Your account with Technicare will continue to be active.

No, our Payment System can only accept one card number per account. If you need to change a card number please call 800.897.1844.

Yes, feel free to give us a call (we can set-up your payment profile in just a few minutes) or go on-line, download and fax the credit card authorization form. Card information is fully encrypted and stored on dedicated PCI compliant servers.

Within minutes of completing a transaction, you will be notified by email. This email will contain the dollar value of the transaction along with the invoice number, as such, you may want to print or store this for future reference. A detailed invoice will be included when goods are shipped or are picked up.

Printing & Colour Calibration

Fine Art Canvas is inkjet printed directly onto canvas, Fine Art Premium Canvas is inkjet printed directly onto canvas and then either a matte or satin laminate is added for additional protection. For canvasses going into high traffic areas we recommend the Premium canvas with laminate. We use archival wide format inkjet Epson printers for this process. 
 
Traditional Canvas prints are produced on Kodak Endura silver halide paper. The photo emulsion is laminated with a satin finish, stripped away from its paper base and, under high pressure, bonded to museum quality artist’s canvas. Traditional canvas lends nicely to images with high contrast or lots of colour. 

Both canvasses look great, and neither one is necessarily “better” than the other. It just comes down to a matter of personal preference. 

For most products we can indeed print custom sizes. To order a custom size choose the next size up that would fit the size you need. Include a note in your special instructions requesting that custom size and we’ll make the necessary adjustments before printing.

Kodak boasts over 100 years before noticeable fading in typical home display; over 200 years before noticeable fading in dark storage. Below are links to Kodaks white papers on this subject. 

http://imaging.kodakalaris.com/sites/uat/files/wysiwyg/pro/ENDURAImagePermanenceWhitePaper_LTR_EN.pdf

http://imaging.kodakalaris.com/sites/uat/files/wysiwyg/pro/enduraWhitePaper.pdf

For monitor calibration we recommend using the X-Rite i1 Display Pro with the following numbers.

5500K or D55 for the White Point
2.0 Gamma
Luminance of 100CD/M2

These numbers should get you a close match to our output. But the best way to make sure is to submit a test order, and then check the prints against your monitor. Good test images would include images that shows fine highlight/shadow detail and skin tones.

For print viewing ideally you would be viewing the prints under the same color of light as you’ve calibrated your monitor too – 5500k. This will get you the closest screen to print match. Using daylight or window light is not recommended since the color of daylight can change drastically over the course of a day.

300 dpi (dots per inch) is the maximum our printers can output at. For larger orders of smaller prints it’s recommended that clients reduce the size of their files to 300 dpi at size. This will help reduce uploading times and prevent corrupt orders.

As an example if you were ordering 4×6 prints the largest file size we’d need would be 1200 x 1800 pixels (4 inches @ 300dpi = 1200 pixels & 6 inches @ 300 dpi = 1800 pixels).

To reduce the size of a large amount of images at once try using the “Image Processors” in Photoshop. It can be found in File-Scripts-Image Processor. This tool will allow you to select a folder of images and quickly resize them to any dimensions you wish.

Files can have any profile you wish embedded – sRGB, Adobe98, Prophoto.

Please note is that files using a profile other than sRGB will not preview correctly in ROES. But this only the preview, your files will print as you see them in Photoshop.

ROES accepts RGB 8bit JPEGs. Files in CMYK or Indexed color must be converted to RGB before using ROES.

300 dpi (dots per inch) is the maximum our printers can output at. For larger orders of smaller prints it’s recommended that clients reduce the size of their files to 300 dpi at size. This will help reduce uploading times and prevent corrupt orders.

Product Customization

For engraved products, acceptable file formats: .eps, .ai, .psd, .pdf only. For other products, acceptable file formats: .jpg, .gif, .tif, .tiff, .eps, .ai, .bmp, .psd, .pdf and other common image formats only.

Laser Engraving is the act of stripping the anodized coating to reveal the metal underneath. The logo, clipart or other artwork will show up in a whiteish/metallic tint. Colour information will be engraved whitish, the white information inside the file is disregarded.

ROES Troubleshooting

During installation of the native install on a Windows platform the error is thrown when the install is at the “removing backup files” point.

Error 1001: Exception occurred while initializing the installation.

System.Argument Exception: String cannot have a zero length..

Acknowledging the error then removes the application.

The error is caused by files left over from a previous, other client installation. These files are located in

C:\Users\\AppData\Local\Temp\ NOTE: AppData is a hidden folder

Three files can be present. RWSCleanup.dll, RWSCleanup.InstallState and RWSCleanup.txt.

Delete all three and then run the install again.

Deleting the files will not impact existing installations.

To find your external hard drive in the ROES interface click the “Add Images” button and navigate to your Macintosh HD from the drop down menu. Scroll down to the “Volumes” folder and double click to access any external drives that may be connected.

To clear all folders in the thumbnails pane, hold the ALT key (OPT on Mac) and click the X on the left-most folder to close all at once.

You may want to un-check the box for Search Enclosed Folders in the Home pane under Preferences to help prevent this in the future.

  • File names must not contain characters other than letters, numbers and underscores. Avoid the use of characters such as… ” ^ & * = | < > ? ( ) ‘ ~ [ ]
  • File names must be less than 31 characters long. Spaces are considered characters. Long file names will be truncated, and can result in the incorrect printing of images. 
  • Files must be in 8bit, RGB, Jpeg format.
  • When saving Jpegs in Photoshop use “Baseline Standard”. Avoid using “Progressive”. 
  • Files can be tagged with any major colour profile. ie sRGB, ProPhoto and Adobe98.
  • Max output is 300dpi. Files with resolution over 300dpi can be sent, but there’s no advantage to this and will only result in longer upload times. 

ROES won’t preview images with profiles other than sRGB correctly. Meaning if your image are tagged with Adobe98 or ProPhoto they will not preview accurately in ROES. But this will not affect the final print, just the preview during ordering. Effectively trust the colours you see in Photoshop over what you see in the ROES application.

If you’re getting an error message stating “Error Message – Packing our order failed due to… (The system cannot find the file specified)” it means that your images have been moved from the location you originally had them at when you first started placing the order. ROES can now not find the images to complete the order.

The fix is to put your images back to exactly where they were when you first started placing the order. Doing so will make this error message go away.

If ROES won’t launch simply try the following steps below. Most of the time this will fix it, but if it still won’t open please don’t hesitate to give us a call 1-800-897-1844

For Mac Users

  1. Open a Finder window
  2. In the file menu bar click on “Go”
  3. Then select “Go to Folder”
  4. Then type in the address ~/.TechnicareClassicNew or ~/.TechnicareSchoolSport or ~/.TechnicareAlbum delete the applicable folder.
  5. Then delete all the files that show up in your finder window. These are the saved settings files for the application that can over time get corrupted.
  6. Repeat steps 1,2,3 but then type ~/.ROESCache and ~/.ROESEngineCache and delete those folders as well
  7. Try re-launching the application.

Warning – doing this will delete any saved orders or favorites/packages that you have built. If you’re worried about losing these make a copy of these folders on your desktop before trying this.

For PC Users

  1. Go to C:\Users
  2. There will be a folder with your user name, open it.
  3. In there you will see folders labelled .TechnicareClassicNew or .TechnicareSchoolSport or.TechnicareAlbum  – delete the applicable folder.
  4. Go to C:\ProgramData\SWRoes and delete everything in the folder.
  5. Try relaunching ROES.

Warning – doing this will delete any saved orders or favorites/packages that you have built. If you’re worried about losing these make a copy of these folders on your desktop before trying this.

Shipping Options

Our Boutique Packaging Service is designed to impress and enhance the presentation of your finished work.

Prints up to 16″ x 20″ unframed are sealed in clear acetate bags, wrapped in colour-coordinated tissue and placed in black presentation boxes. A ribbon around the box adds the finishing touch.

Boutique packaged orders can be drop shipped directly to your customer or shipped to your studio location. 

Price for Boutique packaging is a flat rate of $5.00 per order and is now available as a separate order option.

We also carry a wide range of professional presentation products. Products can be ordered by selecting the eStore tab on our website. There will be an additional freight charge applied to your invoice when shipping all merchandise. Cost of freight is calculated based on weight, size, and ship-to location. eStore orders can also be tracked using our Order Tracking System.

Yes, we do. Our Dropship program can save time and simplify workflow by having orders sent directly to your clients. All invoices and Technicare branded paperwork are removed from drop shipped orders.

No, you have to pay for this extra service. See below for a description of each option.

Ship -Letter Rate (Canada and USA): This service is designed for smaller print orders that can be sent in sturdy cardboard mailers up to a maximum print size of 8″x12″ and weight of 500 grams. Orders can
be sent to any address in Canada for $6.50 and anywhere in the USA for $9.50. Completed packages will always indicate your studio location for a return address. This service, using Canada Post, is the most
economical but is not traceable and no guarantee of delivery is provided. Costs associated for reprinting orders that fail delivery falls on the studio.

Drop Ship -Parcel Rate Canada: This Drop Ship service is fully traceable and comes with guaranteed delivery. The cost of Parcel shipping is based on order content (size, weight and value) and is calculated on the checkout screen when the order is being prepared for submission. Prices start at $11.50. 

Drop Ship -Parcel Rate USA: This Drop Ship service is also fully traceable and comes with guaranteed delivery. The cost of Parcel shipping is based on order content (size, weight and value) and is calculated on the checkout screen when the order is being prepared for submission. Prices start at $22.00.

Studios achieving annual sales in lab services greater than $6,000.00 are eligible to receive complimentary shipping. For details regarding our complimentary shipping program please contact customer service.

Below are details for the available Shipping Options when placing lab service orders:
• Ship – Ground
• Ship – use hold option
• Ship – Express (Canada only)
• UPS Store Pick up (Canada only)
• Ship –Letter Rate Canada (Max. 8″x12″ 500grams)
• Ship –Letter Rate USA (Max. 8″x12″ 500grams

Here is the link to our Shipping Guide and Options