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 the functionality the same for mobile apps?
A, Mobile apps are available only for free plans. You will need to create a Connect ID on your PC first. After that, install it on your smartphone or tablet and use it when you are out and about.
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.
Refer to the installation guides below:
Ethernet-connected device installation guide: [https://youtu.be/Vhfdsund1oM]
USB-connected device installation guide: [https://youtu.be/OLXPuBn73dg]
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 [YouTube]
[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.
Refer to the installation guides below:
Ethernet-connected device installation guide: [https://youtu.be/Vhfdsund1oM]
USB-connected device installation guide: [https://youtu.be/OLXPuBn73dg]
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.
Refer to the installation guides below:
Ethernet-connected device installation guide: [https://youtu.be/Vhfdsund1oM]
USB-connected device installation guide: [https://youtu.be/OLXPuBn73dg]
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://downloadcenter.rolanddg.com/contents/software_parts/connect_InstallGuide_en.pdf
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, How can I delete a device from Roland DG Connect?
A, If you still own the product, please refer to the following URL for removal instructions:
https://support.rolanddg.com/hc/en-us/articles/25187424975641
If you no longer own the product that you previously registered, please let us know the model and serial number that you would like to have removed.
As you are unable to remove the registration yourself, we will handle it on your
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
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. Please see the setup video (Roland DG Connect Installation Guide) for installation and ID creation instructions.
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.
Q, Can I view devices registered by other IDs?
A, Free plan users cannot view devices of other IDs.
"Multi-User" feature, which allows you to view the devices of other IDs, is supported only by Professional and Premium plans.
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 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.
Professional and Premium plan subscribers can also back up their VersaWorks settings from the Roland DG Connect HUB Window.
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. See the setup video (Roland DG Connect Installation Guide) for detailed instructions.
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.
Q, Does Roland DG Connect HUB support Mac OS?
A, Roland DG Connect HUB is a Windows application and does not support Mac OS. However, you can still view Roland DG Connect in a web browser. The same applies to iOS mobile apps.
About Subscription
Q, How do I purchase a subscription?
A, You can subscribe to the plan on ""Subscription"" page of Roland DG Connect. To get started, log in to Roland DG Connect and visit the ""Subscription"" page. https://connect.rolanddg.com/#/subscription
Q, Once I purchase a subscription, when can I start using the features?
A, Once you receive an application completion email, the function will be activated. The function will be activated within one business day at the most.
Q, Is the Free plan free?
A, Yes, it is free of charge. The Free Plan is an entry plan to experience our connected services.
We are currently running a 90-day free campaign for the Professional and Premium plan. Please take advantage of this offer to try out the more advanced features.
Q, What is the difference between the Professional and Premium plans?
A, With the Professional plan, you can view information for up to 3 IDs. You can also backup VersaWorks settings of up to 3 PCs in the cloud, which can be useful in case you need to replace a PC or have a sudden problem, and you can view "Business Dashboard for Subscription Plan".
With the Premium Plan, you can view information for up to 10 IDs and VersaWorks settings of up to 10 PCs can be backed up in the cloud. "Business Dashboard for Subscription Plan" allows you to download CVS file and includes features useful for advanced business strategies, such as cost analysis and totaling up of data
New features will be added to both the Professional and Premium plans in the future, so please stay tuned.
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, The price is shown in U.S. dollars, but at which point of the exchange rate will it be applied?
A, You will be charged in the supported local currency based on the exchange rate of the date of the credit card payment.
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 of the Subscription Page.
Q, Can I use all features during the 90-day free period?
A, Those who subscribe to the Professional and Premium plans during the free campaign period will be able to use all the features of the plan for which they subscribe. Please take this opportunity to subscribe.
Q, What happens after the 90-day free period ends?
A, The service is available free of charge for 90 days, and the monthly fee will be charged from the following month of the subscription purchase.
Q, Can I cancel a subscription during the 90-day free period?
A, Since this is a monthly contract, it cannot be cancelled in the middle of the monthly period. The monthly contract period is from the date of subscription purchase to the day before the same day of the following month.
Q, Can I change my plan after the 90-day free period?
A, You can change your subscription plan after 90-day free peiod. Refer to "How to change your subscription plan" to change your plan.
How to change your subscription plan (zendesk.com)
Q, What happens to my payment if I change my subscription plan in the middle of the month?
A, There are no refunds for the plan you have subscribed before the change. Payment for the new plan will begin on the date of purchase.
Q, If I purchase a subscription in the middle of the month, do I still have to pay for the whole month?
A, The subscription monthly period is not from the 1st to the last day of the month, but from the date of subscription purchase to the day before the same date of the following month. (e.g., purchase date: 12/31, monthly period starts: 12/31 - monthly period ends: 1/30)
Please inquire with your credit card company regarding credit card closing dates and debit timing.
Q, If I cancel subscription in the middle of the month, do I have to pay for the whole month?
A, You will be charged for one month. The subscription cannot be cancelled in the middle of the monthly contract period, and no pro-rated refunds will be given.
Q, What happens to my Connect ID if I cancel my subscription?
A, If you cancel your Premium or Professional Plan, your ID will be automatically transferred to the Free Plan and you can continue to use your ID. Please note that the data of the paid features used in the Premium or Professional plan will be deleted.
Q, How do I cancel the subscription?
A, Refer to "How to cancel your subscription" to cancel your subsciption.
How to cancel your subscription (zendesk.com)