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  • 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: –

    NIST: https://nvd.nist.gov/vuln/detail/CVE-2021-44228
    Apache: https://logging.apache.org/log4j/2.x/security.html

    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
    not affected.

    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.

  • 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 support@onyxgfx.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 sales@onyxgfx.com

  • 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 sales@onyxgfx.com

  • For license-related issues contact your ONYX Sales Representative or email support@onyxgfx.com

  • 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:

    • Sign in to your account
    • Click ‘Manage subscriptions’

    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:

    • Select the new product you want to switch to
    • Confirm the change

    That’s it!

    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 sales@onyxgfx.com

  • Yes, the following models apply:

    • Upgrade from ONYX Go Lite to ONYX Go Plus: The remaining balance of the ONYX Go Lite subscription is pro-rated and applied to the first month of ONYX Go Plus. (The billing date is reset to the start of the ONYX Go Plus subscription).
    • Downgrade from ONYX Go Plus to ONYX Go Lite: Your license will remain an ONYX Go Plus license until the next month where it will be downgraded to an ONYX Go Lite license. Your billing amount will also be reduced to match the new ONYX Go Lite monthly price.
  • 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 sales@onyxgfx.com 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 sales@onyxgfx.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:

    • Navigate to “Programs > ONYX > License Manager” and open the program.
    • Select the “Key update” button and then “Apply Updates”. Wait for the updates to apply.
    • Next run the ONYX installation “.exe” file and click the “Update or Repair” button.

    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 support@onyxgfx.com

  • 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:

    • RIP-Queue – This is the heart of the Thrive software. It’s in this program that jobs are ripped, nested, and printed.
    • Job Editor – Provides the ability to change job settings such as media, color management settings, size, tiling, and color correction. The changes apply only to a single job.
    • Layout Tool – This manual nesting tool provides the ability to adjust nests of jobs, change sizes, color correct, and more. Jobs can be sent to RIP-Queue or directly to the printer.
    • CUT-Server – This program communicates to your cutters.
    • Media Manager – This program provides options to create or recalibrate media profiles.
  • Onyx Graphics offers a catalog of training options to suit the needs of your ONYX users for the entire suite of ONYX software solutions. Visit the Training Center to browse courses designed for ONYX users such as business owners, production managers, and print operators. We also offer ONYX reseller training to ensure technicians have the skills necessary to help print businesses set up and start using ONYX.

    Visit the Training Center here

     

     

  • Business Tools such as ONYX Hub require a browser to open, whereas RIP and Print Workflow software requires minimum system specs. These are to allow ONYX software to run smoothly. These are:

    • OS: Windows 10 Pro 64-Bit
    • Processor: Intel or AMD multi-core
    • Memory: 16GB minimum, 32-64 GB recommended
    • Storage: 250GB
    • Display: 1240 x 1024 minimum
    • Hardware: USB ports, ports for printers, cutters, color devices
    • Power: Windows setting to high performance

     

     

  • Yes. Onyx Graphics offers a free 30 day trial of ONYX products which includes 30 days free phone support to ensure you get the most out of your trial period before purchasing. To get a trial, click the downloads button at the top of this website and select trials to visit the trial page. Select your chosen product and follow the steps.

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