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Frequently Asked Questions
General FAQ
Why is my shopping cart empty?
2019 has been a busy year for Digital Media Warehouse: we upgraded the site, updated products, started a blog, added Facebook and Instagram, and added a monthly email campaign.
With these updates come problems and sometimes we don't know a problem exists until a customer lets us know. We are trying our best to test every feature as updates come through, but some fall through the cracks unnoticed. If you are having problems try switching your browser and/or reload the site using the buttons CTR + F5. If you are still experiencing problems feel free to reach out via the Live Chat Feature, Contact Us Page, or at marketing@digitalmediawarehouse.com and we will respond as fast as we can.
Do I have to have a PayPal Account to Pay?
You do not have to have a PayPal account to purchase from our website. When you go to the Checkout page from our website you should see a PayPal login screen. Directly below the Login section will be a section that says Pay With a Credit Card. Click that and you will be able to checkout.
Why is PayPal not allowing me to Checkout?
As we continue to make updates on our site we have noticed some issues with PayPal not working for everyone. We are working with PayPal to figure out what the Problem actually is. PayPal wants to see the issue you are having. IF you are having an issue with PayPal working please do the following steps and email to us at marketing@digitalmediawarehouse.com
If PayPal doesn't work we have created a seperate payment option during checkout. When you get to Payment & Other Information you will see Payment Type section. Select Offline Payment Generation and we will email you a payment link manually when the order is placed.
Why are there not any shipping options being returned?
As we continue to make updates on our site we have noticed some issues with FedEx not returning Shipping Values for everyone. We are working with FedEx to figure out what the Problem actually is.
Until the Problem can be solved please use the Other Shipping Options in your Delivery Information section. It uses the average shipping for the state you are in. If you believe the shipping fee is too high feel free to use the Live Chat Feature, Contact Us Page, or email us at marketing@digitalmediawarehouse.com
Can you help me find a product?
Yes we would be happy to help you find a product or similar product. Please use the Live Chat Feature, Contact Us Page, Call Us at 800.576.8182, or email us at marketing@digitalmediawarehouse.com and we will respond as soon as we can.
For the fastest response use the Live Chat Feature Monday-Friday 8 am - 5pm CST
If I can't find a product does that mean you don't have it?
If you cannot find a product it doesn't mean that we do not carry it. Some products may not be active on the site due to us trying to keep the website products at a minimum. We have also been making a lot of changes and some of the product Skus, Names, and Descriptions have changed in order to keep the content fresh and up to date.
Please use the Live Chat Feature, Contact Us Page, Call Us at 800.576.8182, or email us at marketing@digitalmediawarehouse.com and we will help you find the product you are looking for or a similar option.
If I order in bulk will you work with me on pricing?
We have many customers who order in bulk or in bigger quantities.
Please reach out to us via the Live Chat Feature, Contact Us Page, Call Us at 800.576.8182, or email us at marketing@digitalmediawarehouse.com and we will work with you on product costs, purchasing options, and ordering frequency.
When will I get a tracking code?
Most of our Products ship same day if you order before 3:30 pm CST. If you have ordered before our Same Day cut off time you will usually get a tracking code the next morning.
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If you have questions or concerns about your order please utilize the Live Chat Feature, Contact Us Page, or email us at marketing@digitalmediawarehouse.com
Does the Free Printer Program really give you a Printer for free?
Yes it does!
By agreeing to order a specific amount of supplies per month we offer a Free Printer and Free Service. You can see more on the Free Printer Program Page. Get more information about this offer by calling 800.576.81.82.
Why can I not find the Product I previously ordered?
We have been making updates on our website and part of that process was weeding out duplicate and incorrect product skus.
We more than likely have the same product, but just listed under a different sku. Feel free to try and find it yourself; however, the option is always available to reach out to us using the Live Chat Feature, Contact Us Page, Call Us at 800.576.8182, or you can always email us at marketing@digitalmediawarehouse.com
How do I know which media is Solvent, Aqueous, or Latex?
To make the shopping experience a little easier we have devided the Media Options into 3 main categories: Solvent, Aqueous, and Latex.
If you need help or would like to ask a quesion about the material please use the Live Chat Feature, Contact Us Page, Call Us at 800.576.8182, or you can always email us at marketing@digitalmediawarehouse.com
Technical FAQ
If any of the troubleshooting methods listed below do not work it may be time to call for support. 800.576.8182
Why does my HP DesignJet and/or HP Latex Printer keep getting an 08:11?
The 08:11 error is a communication error between the front panel and formatter board. Depending on the model you can try turning the power off on the back of the printer, remove the power cord, and let it sit for 1 minute. For the T series model you can reseat the formatter pca (the board that the ethernet cable plugs into). Once you try these turn the power back on and see if the problem has been resolved.
If the problem continues you may have a problem with the front panel, formatter, hard drive, or main pcia.
Why does my HP DesignJet and/or HP Latex Printer keep getting a 23:10?
The 23:10 error code is an air pressurization failure and can be caused from faulty ink cartridges. Turn the power off at the back of the printer and then remove all ink cartridges. Carefully inspect each ink cartridge and make sure you do not see any issues. Turn the power back on and let the printer boot all of the way up. Once its turned on go ahead and go through ink replacement process. Insert each cartridge one at a time and verify that the machine recognizes each one.
If problem continues you may have issues with the ink tubes, air pressure assembly, or printmech pca.
Why does my HP DesignJet and/or HP Latex Printer keep getting a 24:10?
The 24:10 error code is a broken bag detection and can be caused from faulty ink cartridges. Turn the power off on the backside of the printer and remove all ink cartridge. Try rebooting without any ink inserted into the printer. While the printer is rebooted inspect each ink cartridge and see if you notice any leaking ink. If the machine boots up without an error replace the ink cartridge that caused the error and insert ink back into printer.
If the problem continues you might have an issue with the ink tube assembly or pressure system.
Why does my HP DesignJet and/or HP Latex Printer keep getting a 26.1:01, 26.2:01, 26.3:01, 26.4:01, or 26.5:01, 26.6:01, or 26.7:01?
The above errors are ink cartridge errors. Each number corresponds to an ink cartridge; ie, 26.1:01 is the Ligh Magenta.
Try reinserting the ink cartridge causing the issue and if problem continues you may have a faulty cartridge.
Why does my HP DesignJet and/or HP Latex Printer keep getting a 27.1:01, 27.2:01, 27.3:01, 27.4:01, or 27.5:01, 27.6:01, 27.07:01, or 27.8:01?
The above errors are printhead calibration errors. Each number corresponds to a printhead slot; ie, 27.1:01 is the Magenta/Yellow Printhead.
The calibration failed due to poor performance of the Printhead and may cause print quality issues. If the print quality becomes unnaceptable try cleaing the printheads and then replace if it still doesn't work.
Why does my HP DesignJet and/or HP Latex Printer keep getting a 79:04?
The 79:04 error code is a generic firmware error and the most common resolution would be to upgrade firmware. Turn the power off on the backside of the printer and remove the power cable. Reconnect the power and turn the printer back on. Check the firmware version and verify that it is the most up to date version and if it isn't download the firmware and update. If you are using a RIP the problem could be related to the driver inside the RIP being corrupt. Try reinstalling the printer driver and test the same print again. Also try a different file to print and make sure it isn't a bad file causing the error.
Problem could be caused from corrupted hard drive space or a bad hard drive.
Why does my HP DesignJet and/or HP Latex Printer keep getting an 86:01?
The 86:01 error is a carriage movement error. First thing to do would be to check your Carriage Belt and see if it is Frayed from age or usage. If the belt looks fine then maybe a piece of paper is stuck under the carriage causing issues with movement. Try switching the machine power off and pull out the maintenance cartridge. Now you should be able to move the carriage manually, if you cannot then there is probably something stopping the movement.
If you cannot find anything that is blocking the movement it might be time to call for service. The carriage motor, carriage, or something else entirely could be wrong.
Why does my HP DesignJet and/or HP Latex Printer stop initializing at 94%?
The machine not booting up and getting stuck at 94% is possibly a bad consumable inside your printer. The easiest thing to do would be to turn the power off on the backside of the printer and remove the power cable. Once the printer is fully shutdown remove all ink cartridges, paper, and printheads from the printer. Now try rebooting and let the machine boot all of the way up to ready. Once rebooted go throught the ink cartridge replacement process and see if you get an error for bad ink. If not then continue to the printhead replacement process and see if you get a Printhead error.
More than likely you have a bad printhead causing the issue, but it could be related to a bad hard drive, power supply, or main pca.
