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54 Inch cutter cuts off

#1 wonderstitch6567 3 years ago

We have had this equipment since November 2019. It has never worked as advertised since day one. It either cuts off the the left and gets progressively worse or when you simply just cut the sizes are not what you have sent We are using Flexi 19. In an 8 foot length the cut can be anywhere from 1/2 inch to 1 3/4 inches short. We have had numerous visits from the dealer with no positive results other than being told to just make the object longer(all by guesswork).

I am completely disappointed with this machine and would like to get it running properly. You have no idea what this has cost us in ruined jobs and materials.We are almost at a point to junk this rip and print system as our support from the dealer is almost non-existent as almost always our calls go non-returned or only returned days or weeks later with no answers.

In a last ditch effort we thought we would try to get support from HP directly.

Please contact me by e-mail to see how we can go forward.

#2 HP Daniela Ciolompea 3 years ago

Hi @wonderstitch6567,

In order to investigate this further, can you please drop me an email at, confirming your country, email address and a phone number where we can reach you. I would like to address this request to the right contact of the region.

It seems like you have currently installed the edition 19... please check if the build is: #3260. Regarding the issue itself, what I can suggest is:

  • Try to use the printer option "finishing for cutting"; it can be accessible from printer FP inside substrate handling options
  • Use the proper media preset keeping in mind which substrate is loaded into the printer and use the certified media oms.
  • Try by using a different substrate vendor; in some cases, it works for print but doesn't work perfectly for cutting purposes.

Additionally, it would be great if you could send some pictures to investigate deeper into this issue internally with the help of the specific region's HP support.

Looking forward to your reply.

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