Technical Support

Did you know that turning your machine off regularly will support the health of your machine?  
Most problems can be resolved by turning off your machine for 20 seconds and turning in back on with the power button. 

Still having trouble? We are here to support you! Please call (514) 360-1945 EXT 226 or email support@myfamily.ca

Frequently Asked Questions

The password 09876 provides temporary access to:  

  • Switching the screensaver lock on or off.  
  • Adjusting the screensaver lock’s delay.  
  • Changing the displayed language.  
  • Updating software, firmware, database.  
  • Checking the history of engraved tags.   
  • Locking the engraver's settings when finished.

If there is no light or sound when turning on the machine: 

  • Check electrical connections: Ensure the connector at the back is oriented flat side up securely clicked into place. 
  • Inspect the power transformer: Verify the blue light is glowing and the connection inside the display base is secure.
  • Press the power button: Hold for a few seconds until you hear 5 short beeps and the internal light glows, indicating the machine is booting up.

This error message indicates that the machine requires MyFamily Canada's 5-year maintenance service.

Try resolving these errors by powering off the machine using the power switch and waiting 15 seconds before turning it back on. 

For Techla 2.0 models with a round power button, use the 'Power Off' option on the screen and leave the machine off for 10 minutes before restarting.

  • Further troubleshooting: If the problem persists, consider adjusting the axes' centering. You can download detailed instructions below or contact technical support by phone at 514-360-1945 or by email at support@myfamily.ca.
  • Click here to download the Common Errors and Possible Solutions.

This error indicates that the internal USB drive may not be reading correctly.

  • Unlock the system settings, press SET, then touch the 0 next to 'Comando Di Servizio' until it turns green. 
  • Enter 9599, press return, turn off the engraver for 10-15 seconds, then switch it back on and test by engraving a tag. 
  • If the error reoccurs, the machine might require servicing or by email at support@myfamily.ca.
What if the machine engraves on the tag’s plastic case?

This issue arises if the machine is not powered down regularly or after a tag jam. Resolve it by turning off the machine and waiting 15 seconds before restarting. For Techla 2.0, use the 'Power Off' button on the screen and wait 10 minutes before restarting.

Are some tags difficult to read and/or not completely engraved? No problem, your Techla engraving machine is adjustable. 

Adjust the engraving depth. Instructions for this procedure can be downloaded from here or contact technical support to schedule service at (514) 360-1945 EXT 226

If using a thin tool to close the case through the door doesn't work due to a displaced key ring, manually open the portcullis door with your thumbs. Adjust the ring back into place, close the case, and power up the machine. If the case doesn’t eject, access the settings, wait 5 seconds, press home, and it should eject.

Update Machine: Ensure the machine was powered down recently before updating. If the update isn’t recognized, retry using the back button. Confirm that the USB drive used is 8 GB or less, that the files are decompressed, and correctly named according to the MyFamily update webpage. See Database Update page for further instruction on how to update.

Power down the machine and wait—10 minutes for Techla 2.0 or 15 seconds for other models. If unresponsive, clean the Techla 1.0's screen with a water-dampened facial tissue. Note, scratches won't affect functionality, but dents may impair touch response.

Click here to see instructions on how to download the latest update for your engraving machine.