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Troubleshooting + FAQ
How do I get an Enable Code?
To get an enable code fill out the Warranty Registration Form. It is located in the Service section of the website and can be submitted online. If you are having difficulties doing so online, please copy and paste your answers into an email addressed to service@tigerstop.com. You may also call TigerStop’s Service Department +1 (360) 448 6102.
You will need to obtain and enter an enable code before you can start using your new TigerStop machine. Your enable code is associated with your machine’s serial number. To find your serial number watch the below video.
How Do I Setup My Printer When Connected to a Tablet?
When installing a printer with your tablet package there are a couple steps we’ll want to take
- First, let’s start by making sure all of our connections are made
- You’ll have a power cable that goes from the printer to a wall outlet
- You’ll have a USB a-to-b cable that connects from the back of the printer to the USB-hub included with the tablet
- Next, we’ll start by making sure the print settings are turned on in Tigertouch
- Launch Tigertouch
- Along the top row, select Options
- Next, in the middle column is an option called Amp Printer
- You will have two settings here. Print Type and Print Cuts. Print Type we will set to an index value based off the width of your labels (you will be prompted for your password which by default is your serial number). Select the correct index based off of your label width.
- For Print Cuts: What print cuts does is cause the length and quantity to be printed on the top of each label. Select 0 to disable this, 1 for standard font size, 2 for large font size. Select your desired value here
- Now that we have printing turned on in Tigertouch, we need to make sure the printer is properly selected in Windows. First close Tigertouch to get back to the desktop.
- Next, in the windows search bar type “Printers & Scanners” without the quotes and hit enter. This opens up a window for printers and scanners on the system. Scroll down until you see your printer.
- If you do not see your printer, make sure you are connected to the internet, then unplug the USB cable from the printer and plug it back in. Windows should then pick up on it and automatically install the necessary drivers.
- Next, uncheck the box that says “Let Windows manage my default printer”
- Then click on your zebra printer and select “Manage”. On the next screen, select “Set as default”
- Next, we will calibrate your labels for the printer. On this same page shown above, select “Printing Preferences”
- This takes you to a window similar to the one shown below.
- Next, see the area marked in red. Enter your label dimensions into the Size area
- Next, along to top, click the button marked in blue above called Tools
- You’ll be taken to a screen that looks like the below. Make sure Command type is Action and Command Name is Calibrate Media.
- Hit Send near the bottom
- You’ll have multiple labels spit out as the printer calibrates to your particular media
- Once done, close out of everything and relaunch Tigertouch.
The printer should now be set as the default, your labels should be calibrated, and printing should be turned on in Tigertouch. If you have any issues, contact Tigerstop’s support team at service@tigerstop.com or 360-448-6102.
Also for further instructions on how to set up what is printed on your labels, see our video on configuring Tigerlink 6
How Do I Create Custom Buttons in TigerTouch?
You can create custom buttons in TigerTouch.
These buttons can be used to either:
- Move to a position – For example, if you have a common position you continually move to
- Add and Move – You can add a value and then move by that value
- For example, if we’re currently at 50 and set a value of 10 for Add and Move. It will move to 60 inches after we press our button
- This can be a positive or negative value to dictate which direction to move
- Does not factor in kerf
- Apply Offset – You can quickly offset your calibration in the positive or negative direction. To remove any offsets, hit the clear button
- Apply Increment – You can program a button to increment by a specific value each time
- Can be positive or negative
- This factors in your kerf for every movement
How to Program Custom Buttons in TigerTouch:
- First we must launch TigerTouch as an Administrator
- After the software has finished loading, along the top row, select Move
- After selecting move, you’ll want to look for and click one of the little circles near the bottom of the page
- Now you should have a blank page where you can start creating your buttons
- Right click on an empty button and you’ll be presented with the following menu options. Here you can choose the name of the button, color of the button the type of action as well as the value.
- You can also browse to an image and have an image for your button icon.
- Tested image formats: jpg and png
- YOU MUST NAVIGATE TO A VALID IMAGE FILE OR YOU WILL CRASH
- Here is an example of some created buttons. Once created, simply press them to perform the programmed action
How Do I Setup a Replacement Tablet for my Machine?
Installing a Replacement Tablet
If you have to replace the surface pro tablet on your machine and did not purchase it directly from Tigerstop there are a few different steps needed to get back and running. If you did purchase the replacement directly from Tigerstop, you do not need to re-download everything and you can skip to the end of this document.
There are three main items we need to install to get back and running
Tigertouch download (https://www.tigerstop.com/?s=tigertouch+setup)
This link will take you to a search page where you can download the latest version of Tigertouch. You will want to download the full setup version (if you were previously running on Tigertouch 1.x, you will need to contact Tigerstop customer support).
- First thing we’ll want to do after starting our download above is create an empty folder on the desktop, call it what you want, something like “Tigertouch Database” works fine.
- Now, we’ll go to our freshly downloaded Tigertouch Full Setup file, extract it and run the installer.
- Once the installer initializes, it will eventually get to a screen that looks like the following:
-
- When we arrive at this screen, hit browse and navigate to our freshly created “Tigertouch Database” folder from step 1
- After selecting your folder, hit Ok to continue in the installation process- The first page that pops up is License Terms, check the box that says I accept the license terms and click next- Hit next on the Microsoft updates page- Let the installer continue until it gets to Feature Selection. Make sure Database Engine Services and SQL Client Connectivity SDK are checked and hit next
-
- On the instance configuration page, ensure the named instance is SQLEXPRESS and click next
- On the server configuration click Next
- Next is the user configuration (see image below):
- We are adding admin privileges for the database to windows user accounts here. It defaults to the current user account, but if you need to add in other user accounts, do so here.
- Once you are finished with adding users, click Next
- The SQL Server installer will now continue until it is completed. Once it has finished, hit close in the database installation window, then the Tigertouch installation should finish itself
- Close out of the Tigertouch Installer
Tigerlink 6 Install (https://www.tigerstop.com/?s=tigerlink+Download)
This link above takes you to our download section where you can download the latest version of Tigerlink 6.
- Once downloaded, navigate to where it was downloaded, extract it and run the installer
- Once the install has been completed, it will automatically launch. It will try to connect to a Tigerstop, which is not needed on a tablet, so we will close out of the box that is asking us to configure a Lantronix device, then bring up the Tigerlink 6 user interface, which lives in the system tray.
- Once you have the Tigerlink 6 user interface window open, we’ll want to make sure auto-connect is unchecked as well as CSV output only
- Once you have ensured both boxes are unchecked, restart Tigerlink 6
SeaCom USB-to-Serial RS232 Adapter Drivers (https://www.sealevel.com/support/software-seacom-windows/)
This is the drivers so the usb-to-serial adapter is recognized. On this page you’ll scroll down until you see
Download this file and install it.
You should now be able to connect to your Tigerstop again.
Setting Tigerlink 6 up for your cut lists again
*The below only applies is you were doing your conversions to .tiger files at the tablet itself, if the conversions were done elsewhere, these steps do not apply.
Scenario 1 (if you still have access to files off the old tablet):
- If you do have access to the old tablet still, you’ll want to grab your configuration file called CutListLinks from the old tablet and replace the default one on your new tablet.
- To find this file, in the windows search bar type in %appdata% and hit enter
- This takes you to the appdata/roaming folder, inside here is a folder for Tigerlink 6
- Inside there is the file called CutListLinks.xml. Grab a copy of this and then place it in the same location on the new tablet, then restart Tigerlink 6.
Scenario 2 (if you do not have access to files off the old tablet):
- If you don’t have any access to the files off the old tablet, you will need to work with Tigerstop customer service to get your configuration file re-created or you can watch this video and attempt to do so yourself.
- https://www.youtube.com/watch?v=ihA2SDOv2nA
If you have any questions on any of this, contact TigerStop’s service team at service@tigerstop.com or 360-448-6102
Why Won't TigerTouch Find or Connect to my TigerStop?
There are multiple possibilities for why TigerTouch may not find your TigerStop. We’ll cover most of the causes and how to troubleshoot them
Enable Code:
- If you have never connected the two, is your machine properly enabled for TigerTouch?
- See the following page on finding your current enable code, and send it over to TigerStop Technical support at service@tigerstop.com to verify that it is properly enabled. Please see our page on how to find your existing enable code.
Tigerlink 6 Stealing Communication Port:
- This is by far the most common cause of TigerTouch not finding your TigerStop. Start by bringing up the Tigerlink 6 UI screen via double clicking the Tigerlink icon in your system tray
- Once the UI is up in front of you, we’re checking for two things:
- First is if you see a serial number under the Devices drop down menu
- Second is if auto-connect is checked.
- We do not want either of these things! TigerLink can connect directly to a Tigerstop, but since you’re using TigerTouch, we do not want Tigerlink 6 to connect as the machine has only one communication port
- If you see a serial number in devices or auto-connect is checked, uncheck auto-connect and restart Tigerlink 6.
- Now Tigerlink 6 should no longer be stealing our port, try to launch TigerTouch
Trying to launch TigerTouch while the TigerStop is moving:
- If you try to launch TigerTouch while the machine is moving, it will fail to detect a machine.
- The reasoning for this is the Tigerstop is sending information as it moves, and if it’s currently sending information out, it can’t establish the proper connection with TigerTouch.
- Wait until the TigerStop is no longer moving and is fully at rest and try to re-launch TigerTouch
Physical connection not being seen:
- To confirm this, we’ll want to launch Device Manager
- In the windows search bar, type in Device Manager and hit enter
- Once device manager is open, look for something that says Ports (COM & LPT) and expand it
- Once expanded, you’re looking for your usb-to-serial adapter to appear here. The default we include with a tablet package is the SeaLink RS232
- If you do not see Ports (COM & LPT) at all, or you don’t see your usb-to-serial adapter:
- If this was previously working, try moving the adapter to a different USB port on the USB hub
- If this is a replacement tablet going onto an existing machine, you most likely need to download the proper drivers for your usb-to-serial adapter
- Here is a link to the drivers for the SeaLink RS232 adapter that TigerStop uses
If you’ve tried all of the above and still cannot connect, please reach out to Tigerstop technical support
Enable Your Machine
To power up a brand new machine, you will need an enable code. To receive one, please scroll down and fill out the Warranty Registration Form in the next section. You will need to know your machine’s serial number to do so. Watch the below video to locate your serial number.
Your enable code will be e-mailed to you by the Customer Service Department during business hours Monday-Friday 6am-4pm PST. Your machine’s warranty begins on the date that you receive your enable code.
Warranty Registration
Your machine warranty begins on the date that you receive your enable code. To receive an enable code, please fill out the below form and click the submit button at the bottom.
TigerStop’s customer service department will verify your form and email you your enable code during business hours Monday-Friday 6am-4pm PST.