FAQ
General Information
Q, Do I need an Internet connection?
A, Yes. Roland DG Connect is an application that runs in a web browser and requires an Internet connection.
Q, Is Roland DG Connect available for all models?
A, The following models have limited functionality.
LEC2-300, LEF-12i, LEF-200/300, LEF2-200/300/300D, SF-200,
LEC-540/330, VS-640i/540i/300i, SP-540i/300i, RT-640, XT-640, RF-640/640A, XR-640, EJ-640, BN-20/20A/20D, GS2-24
Supported models will be expanded. Please use the latest firmware.
For more information, please see "Models with limited functionality".
Q, What languages are supported by Roland DG Connect?
A, Roland DG Connect is available in eight languages: Japanese, English, Spanish, German, French, Italian, Portuguese, and Korean. Roland DG Connect Hub supports Japanese and English.
Q, Where can I find the Terms of Service?
A, Please refer to the Terms in the left menu of Roland DG Connect.
Troubleshooting
Q, Roland DG Connect HUB cannot connect to the printer.
A, Please ensure that Roland DG Connect HUB is running or that you are signed in to Roland DG Connect HUB.
Q, Printer does not appear in Roland DG Connect.
A, Please check if the printer is connected to Roland DG Connect HUB.
Q, Any printers are not connected to Roland DG Connect HUB.
A, It is possible that your security software settings are affecting the connection. Please refer to the following links to check your firewall and security software settings:
[Microsoft Defender Firewall setting] Watch the video here [How to exclude the Roland DG Connect Hub from virus search]
Q, Manual maintenance is not reflected in Roland DG Connect.
A, Only manual cleaning information will be immediately reflected in the Health Check grade after cleaning. Other manual maintenance, such as parts replacement, will be reflected and updated on the following day after the maintenance is performed. For more details, please refer to the link below:
Health check information:[https://support.rolanddg.com/hc/ja-us/articles/22316443918617-Health-Check-Device-Menu-]
Q, Mobile app shows that the printer is not connected.
A, Please check if Roland DG Connect HUB is running or that you are signed in to Roland DG Connect HUB.
Also, make sure that the printer is connected to Roland DG Connect HUB.
Q, Downloading firmware from Roland DG Connect is failed.
A, Please ensure that Roland DG Connect HUB is running or that you are signed in to Roland DG Connect HUB.
Also, check if the printer is connected to Roland DG Connect HUB.
Q, Can user export machine log data?
A, No, log data cannot exported.
Q, Are there Setup guide or any document of Roland DG Connect app to end-user?
A, We have published the Initial Setup Master Guide on the Download Center for your reference.
Please take a look at it here: https://support.rolanddg.com/hc/en-us/articles/43642210630297
Additionally, we have prepared a manual for the Roland DG Connect web application.
You can view it at the following URL:
https://support.rolanddg.com/hc/en-us/categories/6469527154585-Roland-DG-Connect
Q, I would like to change the email address associated with my account because I entered the wrong email address during the account creation.
A, Unfortunately, it is not possible to change the email address or company name associated with an account. Please create a new account using your correct email address. After creating the new account, sign in to the Roland DG Connect HUB using the new account and proceed with the device registration.
"How to change Email (company ID account) of Roland DG Connect":
https://support.rolanddg.com/hc/en-us/articles/8240332295065-How-to-change-Email-company-ID-account-of-Roland-DG-Connect
Q, I would like to get emails about print start/end information.
A, Roland DG Connect does not offer email notifications.
Currently, we aim to enhance your convenience by utilizing pop-up notifications on your smartphone, which allows you to receive notifications wherever you are.
Q, I want to download VersaWorks 6.
A, You can download the VersaWorks 6 installer from Roland DG Connect HUB. Please launch Roland DG Connect HUB and check for the download option there.
For downloading the updater, please visit the Download Center.
You can access the Download Center through the following URL:
https://downloadcenter.rolanddg.com/VersaWorks6#software
Q, I'm having trouble setting up VersaWorks 6 or cutting with it.
A, We have documents such as user manuals and installation guides available on our Download Center.
They contain instructions and manuals for setting up VersaWorks 6.
Please take a look at them here:
https://downloadcenter.rolanddg.com/VersaWorks6
Q, I would like to have the VersaWorks updater.
A, The updater is available on “Download Center”. Please go to “Download Center” from the following URL and download the updater.
Download Center
Additionally, VersaWorks itself has a popup notification feature that alerts you to updates.
The steps to enable the notification feature are as follows:
1. Click "Edit (E)" from the menu bar of VersaWorks.
2. Choose "Preferences."
3. The Preferences screen will open. Select the "Roland@NET" tab.
4. Check the "Check for Updates Automatically and Notify" checkbox.
5. Click the “OK” button at the bottom of the “Preferences” screen to save the settings.
Q, BN-20 is not shown on Roland DG Connect HUB.
A, Please follow the steps below to see if the connection can be established.
1. Download the Windows driver and Utility software from the following link:
Roland Software Package for BN-20
2. Install the Windows driver and Utility software following the instructions in the manual:
First Step Guide
3. Check the connection with VersaWorks.
Please refer to the connection procedure with VersaWorks in the manual below:
Installation Guide ; Connecting the Printer
4. Check the connection with Roland DG Connect.
Q, Each time I press sheet cut on the machine's menu, a mark is printed before cutting begins
A, This mark is printed when the "Media inventory management" function is enabled.
When "Media inventory management" is enabled, the printer automatically prints the remaining media length and an ID mark on the remaining media after performing sheet cutting from the machine’s panel. The next time the media is set up, the machine automatically reads the ID marks and recognizes the remaining media length and media setup information and displays it on the panel.
* "Media inventory management" supported models: VG3-640/540, SG3-540/300 (firmware version 2.4 or later)
* Media supported by "Media inventory management": Transparent media and other media for which the sensor cannot read the remaining media ID mark are not supported.
Q, I want to disable the "Media inventory management" feature.
A, To disable the "Media inventory management" feature, tap "Setup" on the printer panel to open the "Remaining Media Management" menu and disable "Remaining Media Management".
Also, please refer to the following URL for the manual about the "Media inventory management" feature.
Media Inventory Media Inventory Management: How to use Media Inventory Management feature
Q, I cannot add another printer.
A, Please check the following:
- Ensure that the Roland DG Connect HUB is running. If it is not, please sign in to Roland DG Connect HUB and start it.
- Confirm if the printer in question is connected to the same network. Also, verify if the IP address is set within the same network.
- There may be potential issues related to firewall or security software settings. Please review those settings as well.
For firewall settings, please refer to the "Microsoft Defender Firewall setting" guide:
Microsoft Defender Firewall setting
And for security software settings, please refer to the "How to exclude the Roland DG Connect Hub from virus search" guide:
How to exclude the Roland DG Connect Hub from virus search
About ID/email address
Q, Do I need to create an ID to use Roland DG Connect?
A, Yes. You will need to create a Connect ID, which is created during the Roland DG Connect HUB installation.
Q, I forgot my registered ID. Can you reissue it?
A, Your Roland DG Connect ID is the same as your email address. Please enter your registered email address. If you forget your registered email address, you will need to create a new ID.
The information from your old ID cannot be transferred to the new ID.
Q, Can I change my password?
A, You can change your password from "Forgot Password" on the login screen.
Q, I forgot my password.
A, You can change your password from "Forgot Password" on the login screen.
Q, I am outputting from multiple PCs to a single printer. Do I need to create an ID for each PC?
A, No, you don' need to create an ID for each PC. You can share an ID for multiple PCs.
About Roland DG Connect HUB
Q, What is Roland DG Connect HUB? Is it different from Roland DG Connect?
A, Roland DG Connect HUB is a Windows/Mac application. Once installed on your PC, it connects your device to your PC and allows you to view information about your device in Roland DG Connect.
Roland DG Connect can be launched from the Roland DG Connect HUB Window. The Roland DG Connect HUB Window also allows you to download and launch other applications such as VersaWorks.
https://support.rolanddg.com/hc/en-us/articles/25005222056473-What-is-Roland-DG-Connect
Q, Is Roland DG Connect HUB installation required?
A, Yes, required, Roland DG Connect HUB uploads product and VersaWorks information to the cloud, so please install Roland DG Connect HUB on the PC on which VersaWorks is installed. We recommend that all PCs on the same network use the same ID.
Q, How many devices can be connected to Roland DG Connect HUB?
A, There is no limit to the number of devices, but we recommend no more than 10, as connecting more than 10 units may slow down the operation of the PC.
Q, How do I register my device?
A, When you install Roland DG Connect HUB, the device on your network will be automatically registered. If automatic registration is not possible, you can register your device manually.
Q, I received a notification for an update of the Roland DG Connect HUB, do I need to update it?
A, We recommend that you update Roland DG Connect HUB to take advantage of the latest features.
About Subscription
Q, How do I purchase a subscription?
A, You can subscribe to each add-on on "Get Add-ons" page of Roland DG Connect. To get started, log in to Roland DG Connect and visit the "Get Add-ons" page. https://connect.rolanddg.com/#/subscription
Q, How can I pay for my subscription?
A, Payment is only accepted by credit card. Visa, Master Card, American Express, and JCB are accepted.
Q, Can I make an annual payment?
A, Annual payments are not available.
Q, What currencies are supported?
A, The following currencies are supported. To change your currency, please select your country on the purchase screen.
AUD, BRL, CAD, CHF, CLP, CNY, COP, CZK, DKK, EUR, GBP, HKD, INR, JPY, KRW, MXN, NZD, POL, RUB, USD, ZAR
Q, Do you charge sales or use tax?
A, In addition to the prices shown, sales or use tax may be charged depending on your country or region; please check the actual prices on the Payment page.