Answer on Support Ticket

Dhouse

How long does it take to get an issue resolved on a KNK Support Ticket? I did get a response about part of the issue, but not the main problem. I did respond back “above the line” as the email suggested, but haven’t heard back in a few days. I’m using the MA and ZA by USB cable connection since the Bluetooth and Com ports are dysfunctional.

Liz_A

@Dhouse - can you post your question on one of the KNK FB pages? This is not specifically a KNK forum, more of Make The Cut! although we do resolve issues for KNK cutters here. You will get quicker results there, or contact KNK directly by calling them in Florida.

SandyMcC

If you provide me your ticket number, I can poke someone to check on it.  

Crazy_Mr_Zing

Just a thought , I have a feeling it not related to you issue but here goes
Are you using the little dongle that was supplied with the machine if so just withdraw it slightly from the socket on you computer . The dongle i had had exposed solder blobs that was shorting on the socket which was causing issues

I moved to usb connection using a long usb cable and have never had a issue
I think it 6-8 ft long
Though i think that would be close to the maximum as even cable has limits as well

Dhouse

KNK got back with me and believes it is not the machine, but possibly an MTC issue. He said that is why they went with true Wi-Fi on the new Orbit. I wished I had known there was a problem, I think it might have made a difference in my decisions. I now have two machines that have Bluetooth capability and both have to be connected by cable to work properly. And I am not computer savvy to understand all the Bluetooth dynamics. I guess I’ll just have to use the cables. It works that way.

Crazy_Mr_Zing

Just another thought is the driver for your computer bluetooth device up to date

Dhouse

Yeah. I just reinstalled all current drivers. The suggestion was to do that and it really didn’t make a difference. It’s just a little aggravating when something is designed to work a certain way and it doesn’t. I just wished I understood better how it all comes together and I’d know what must be missing.

Crazy_Mr_Zing

is the cutter showing a paired in the bluetooth application ?
is it showing as connected in the make the cut cutting window?

Dhouse

Yes. I do a test connection, everything looks good. The cutter takes off and sometimes makes it almost through the design, then gets hung up in “buffering” and never recovers.

Crazy_Mr_Zing

Is your design large and or detailed ?

Dhouse

Not a large file, only 26k. Not a lot of detail either.