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.
Frequently Asked Questions
The password 09876 will give 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.
- The engraver relocks itself when you’re done.
If no light or sound is emitted when the machine is switched on:
- Check the electrical connections: Ensure the connector at the back of the machine is oriented with its flat side up and pushed in until it clicks into the jack.
- Inspect the power transformer: The transformer’s light should glow blue and be tightly connected to the wire inside the machine’s display base.
- Press the power button: If the machine has a round power button, press and hold it for a few seconds until you hear two short beeps. Afterwards, the internal light should glow, signaling that the machine is booting up.
This error message indicates that the machine requires the 5-year maintenance service from MyFamily Canada.
- Book a service: Contact technical support to schedule the 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.
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.
- Contact technical support to schedule service at (514) 360-1945 EXT 226
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.
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 Machine Update page for further instruction on how to update the database
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.
This typically happens when new tag models are introduced that aren't in the engraver's database. Install the latest tags database update to resolve this, or use the HELP button on the HOME screen for guidance on engraving new tag models without an update.