Your place for ONYX product answers
A self-help resource center for all things ONYX software
Check our self-help resources for common product questionsSelf Help
Contact our support team using the form below or call +1 801.984.5353
Get your questions answered fast!
Contact our sales team using the form below, and we’ll get back to you shortly.
Send support requests to firstname.lastname@example.org
Click to expand
Yes, you can. ONYX supports Cut-only workflows. Read these white pages for more instructions on how to use CUT-Server.
ONYX users can request a hardkey update by using the ONYX Key Update Utility.
This utility is included in your product download and will be sent in response to emailing email@example.com for a key update file.
If the utiluty is needed outside of these needs, the download link is below:
On Friday, December 10th, 2021, the National Institute for Standards and
Technologies (NIST) identified a vulnerability within the Apache Log4j
library, potentially impacting systems running Apache Log4j.
You may have read about this in the press: –
ONYX users can use the below product patch if running 21.1.1 to prevent any
impact due to the vulnerabilities with Apache Log4j. Versions before 21.1 are
To install the Security patch, an upgrade from ONYX 21.1 to ONYX 21.1.1
must be performed. The latest version of ONYX software can be found on
the downloads page of our website. For ONYX Hub users specifically,
this update will also need to be run from the update function in the
ONYX Hub controller.
It is important to note that there have been no reported issues
concerning our software. Still, we take our customer’s security
seriously, and with an abundance of caution, we provide this patch.
Deactivating a soft-license is necessary when:
For additional help, please email firstname.lastname@example.org.
No, deactivating a license allows you to move the license from one computer to another. To cancel a subscription, you will need to log in to your account, select “Manage subscriptions,” and select cancel.
The support team can be contacted using the “contact” side button and form on our website for prompt service. In addition, customers can email email@example.com or call 1 801.984.5353.
ONYX Go Lite and ONYX Go Plus are fixed packages. For information about configurable ONYX products, please contact an ONYX Sales Representative or email firstname.lastname@example.org
ONYX software products support the largest library of devices available across printers, cutters and color devices. For information about configurable ONYX products, please navigate to the “Resources > Support Devices” section of the Onyx Graphics website, contact an ONYX Sales Representative or email email@example.com
For license-related issues contact your ONYX Sales Representative or email firstname.lastname@example.org
Yes. ONYX Go subscriptions require internet access to activate the license. Temporary internet loss will not affect ONYX Go use.
Managing your ONYX subscription account for changes to your profile, payment information or subscription status is easy under the ‘account’ icon located at the top of the Onyx Graphics’ website. Simply:
From there, you can update your profile information, payment options, and under ‘Orders’ can change or cancel your subscription. Cancelled subscriptions will run until the end of the billing cycle then not renew.
To convert your ONYX subscription from one product to another, simply sign in to your account, select “Orders” or “Manage Subscriptions” under the account user icon and then click the “Manage Subscriptions” button to show your ONYX subscription.
From there, follow these steps:
Upgraded subscriptions will start a new billing cycle with added product functionality while downgraded subscriptions will take effect at the end of the current billing cycle. For additional questions please contact your ONYX Sales Representative or email email@example.com
Yes, the following models apply:
Yes. New versions of ONYX install into their own unique directory. An updated key or license will still be able to launch older versions of ONYX that are installed on the same computer. However, only one version of the software can be running at a time.
ONYX Thrive runs on flexible network licensing technology, which does require a different Hardware Key or Soft License. Please contact your local Authorized ONYX Reseller for more information on visit the ONYX Thrive product page, fill out the form, and request how to convert to your new product
ColorCheck and ONYX Hub are accessible for any ONYX Thrive user who also has an ONYX Advantage Gold maintenance agreement. These two products will be available for the duration of the ONYX Advantage term. If you currently have an ONYX Advantage Gold agreement and want to take advantage of these benefits, you can update your license key by contacting firstname.lastname@example.org and requesting a license / key update
Upgrading to the latest version is easiest by purchasing an ONYX Advantage agreement. ONYX Advantage agreement holders get the latest version software as soon as it is released by requesting a license / key update.
To purchase ONYX Advantage, customers should contact their authorized ONYX reseller or visit the ONYX Advantage product page and fill out the form for more information. Additionally, ONYX customers can contact their Authorized ONYX Reseller or email email@example.com for new license purchases.
Upgrading existing ONYX software is a two-step process that takes just a few minutes. First, check that you have the most recent version of ONYX downloaded from the Onyx Graphics website and that your key or license has been updated.
With your key plugged in (if a hardware key) and from your computer:
Once the process is complete, select “Finish” and then relaunch the RIP-Queue with your newly upgraded software. Check out the walkthrough video here:
Onyx Graphics provides a number of resources to help users get the most from their ONYX software.
For detailed product help, go to help.onyxgfx.com and select your product for how-to walkthroughs on product feature functionality. For self-help resources, this FAQ section, our online videos, and the ONYX TV YouTube channel are available free of charge.
Users also have the option to call and email our support teams when further help is required. ONYX Advantage agreement holders receive this service as part of their maintenance contract. Others may choose to pay-per-instance. Support can be reached at firstname.lastname@example.org
ONYX software has several integrated tools as part of the RIP-Queue to help users produce quality prints. A benefit to users is that they are contained within a central UI. The following are just some of these tools: