Frequently Asked Questions

Need help? We've got you covered.

Who to Contact

To resolve your issue, you will need to contact our support center. Contact details can be located at the contact section of this website.


Warranty

Please see the below comparison table:

Miscut Warranty
Wrong device selected Poor Installation
Wrong material selected Bubbles still visible after 48 hours
Cut was abnormal, not to specifications Dirt or dust under shield
A portion of the cut was not on the blank cut Shield lifting because of a case being used
The film slipped on the mat while cutting
The machine did not cut all the way through

From the home menu of the ISOD app select either miscut or warranty.
Select the miscut or warranty reason (from above table).
Select the required device and cut as normal.


Cutting

You can request a new device to be added to the app by following the step by step instruction within the Request Device section of this website. To avail of this, you also need our design board which is available from your distributor.

A cut for a tablet is like a cut for a phone. The film should be placed in the right hand corner of the mat (in landscape position) on the first square and then proceed as per a phone cut.
To perform a cut for a laptop an XL mat is required which you can order from your authorised distributor.

* Please note video instruction is now available within the ISOD app *

The barcode that is required for scanning via the app can be located both inside the film packaging and on the plastic, wrapping containing the film.

*Please note the barcode expires after 10 or 25 uses depending on the film size*

ISOD film has been tested and is suitable for use with fingerprint scanners. We recommend that the user re-register their fingerprints on the device after the Zagg protector has been installed. This will calibrate the fingerprint sensor for the user again.

If you experience this issue, please contact our support center for further assistance. Details can be found on the Contact Us section of this website

Every store is set up with one Store ID and one password. If there are multiple machines situated in the store the machines may be set up with multiple user names. To record cuts for each individual machine please follow the below process.

Login to the machine with your normal Store ID and password. From within the App select the User icon located above the Home icon. Select the relevant user name which will need appear in the cut report.

Remove the machine from its packaging and place it on flat, stable surface close to two power outlets. (additional outlet required to facilitate charging of the tablet) In order for the machine to cut correctly it needs 20 to 25cm of available space behind it. This is required so the cutting mat can pass cleanly through the machine.

Check for a blade. A blade should already have been installed in the blade housing (blue capsule). Check by pressing the button on the top of the housing unit. The pre-installed blade should the extend from the bottom of the unit. If the blade is not installed, please follow the instructions in the How do I replace a blade FAQ.

Insert the blade housing into the housing cradle. Loosen the large silver screw located on the right hand side of the machine to allow the housing unit to be placed into the housing cradle. Once the blade housing is in place, hand tighten the silver screw to secure.

Secure the tablet to the machine. The tablet which is already secured to the bracket should be mounted to the machine by unscrewing the two nuts located on the top of the machine and installing the table bracket onto the bolts. Secure the bracket by hand tightening the bolts to the tablet.

Insert the cables. Plug in the power cable to the machine and the power outlet and USB cable to the tablet and machine if not using Bluetooth connectivity.

Turn on the machine by pressing the power button on the right-hand side of the machine. Turn on the tablet by pressing the power button on the top the tablet.

Connect the tablet to WIFI.

Connect to Bluetooth using the step by step guide found in the connectivity section of this website.

Open the ISOD App from the home screen. Enter your Store ID and password as supplied by Zagg.

You are now ready to make a cut.

* Please note video instruction on how to make a cut is now available within the ISOD app *

Power off the machine by pressing and releasing the power button.
Follow the steps for replacing a blade.
To ensure the blade is at the correct depth, rotate the top of the blade capsule until the blade depth is about the thickness of 1 blank film.

* Please note video instruction is now available within the ISOD app under blade replacement*

If you experience this issue, please contact our support center for further assistance. Details can be found on the contact section of this website.

If you have clicked the "menu" button located on the right-hand side of the cutting machine and "blue connect" or "blue off" does not appear, your machine may not be Bluetooth enabled. To confirm that your machine is not Bluetooth enabled, turn it off and on again. During the boot sequence "eclips2 V1.1B2.0" is displayed on the screen. If your machine does not display this boot code, contact support for a hardware upgrade.

To stop this pop up from regularly appearing, select allow or enable BT from within the tablet settings menu.


Maintenance

These need to be ordered via your authorized distributor or by contacting your company HQ.

These will need to be ordered via your authorized distributor or by contacting your company HQ.

Replace the mat if warped, damaged, torn, cuts on curved edges. Rotate the mat 90 degrees after the mat 90 degrees after each cut to maximise lifespan.

Power off the machine by pressing and releasing the power button.
Remove the blade housing unit (blue capsule) from the machine by turning the retention screw (large screw in front of the housing) anti clockwise.
Remove the blade from the capsule housing unit by pressing on the plunger and carefully pulling out the blade.
Tighten the blade housing.
Insert the new blade into the blade housing unit.
To adjust the blade cut depth rotate the housing of the capsule until the blade length is about the thickness of 1 blank film.
If required use the 2mm Allen key (provided in the box with the machine) to gently loosen/tighten the blade capsule.
Power on the machine.

* Please note video instruction is now available within the ISOD app*

The new Android tablet provides 8 hours of battery life so to avoid any cutting delays the tablet will require daily charging.


Troubleshooting

To reinstall the ISOD app to your device please follow the step by step installation guide located in the Android or iOS sections of this website.

Please ensure the machine supports Bluetooth by clicking into the settings option from within the app. If the machine does not support Bluetooth, then the only option available will be USB.

If Bluetooth is available you must pair with your device by following the step by step guide located in the Android or IOS sections of this website.

* Please note if the USB cable is connected, then the App will always default to the cable option *

Firstly, disable Wi-Fi on your Android tablet, to do this, navigate to the Settings app > select Wi-Fi > Turn off. Once Wi-Fi has been disabled, navigate to the Bluetooth menu located in the > Settings app > Bluetooth. Scroll down through the list of available Bluetooth devices and select either "CUTTER" or "CUTTER-BLE" – Refresh the list of available devices if you cannot see either "CUTTER" or "CUTTER-BLE".

Click the "menu" button located within the centre of the control panel on the right-hand side of the cutting machine until "blue connect" is displayed on the screen. If "blue off" is displayed on the screen, you can enable it by simply pressing the right or left arrow buttons thus enabling the machines Bluetooth, displaying "blue connect" on screen. The cutting machine is now in pairing mode. From the android tablet, navigate to the Bluetooth menu, located in the > Settings app > Bluetooth. Scroll down through the list of available Bluetooth devices and select either "CUTTER" or "CUTTER-BLE" to pair. If you are asked for a pin, it will be either 1234 or 0000.

If you are using a Huawei tablet on a non-Bluetooth machine the USB cable is used to communicate with the ISOD App and as a result the USB port cannot be used to charge the tablet. If possible, it is best to charge the tablet daily outside operational hours.

Step 1 - Power off the machine.

Step 2 - Slide the cutter head (the piece of equipment that moves the blade left to right) to the center of the machine.

Step 3 - There is a spring loaded button located inside the machine on the right and left hand side which will be visible. When the cutter head is moved. The cap of the button will be either black or red in color.

Step 4 - Hold the right spring loaded button (limit switch) left arrow button (from the menu display) and power button (also located in the menu display) at the same time.

Step 5 - Reset will then appear on the menu display.

Step 6 - Machine is now reset.

Click here to see the video instructions (also available within the ISOD app under machine maintenance)