ArtCAM's Frequently Asked Questions...

To help you make the right decision when buying your CADCAM software and to help troubleshoot any problems that you may encounter either pre-or post purchase, we have compiled a list of frequently asked questions. To find the answers to your questions as quickly as possible we have broken these down into specific areas. Please see below:

• Hardware Requirements
• Supported File Formats
• Supported CNC Machines
• Design
• Purchasing ArtCAM
• Delivery & Handling Fees
• Installation
• Dongle Issues
• Support

If you cannot find what you are looking for in the questions and answers below you can e-mail: online-support@artcam.com.

(Please note that this is for general enquiries only. If you require technical support, information about the level of support available with ArtCAM Express can be found on the support and training page.)

Hardware Requirements

File Formats

ArtCAM Express can import a range of file types including triangle and surface models. Below is a complete list of supported file formats according to their class:

If you need to work with other file formats not mentioned above, further file import options are available with the File Import module. This will give you the complete import options that are available in our advanced CADCAM software package, ArtCAM Pro and enable you to work with all files from higher end CAD packages.

Supported CNC machines

Q: What CNC routers does ArtCAM Express work with?
ArtCAM Express supports CNC routers made by almost 100 router manufacturing companies worldwide and continually works to develop additional posts for new or additional CNC machines and manufacturers. ArtCAM also supports G code, should you require a generic code to be adapted to work with your machine.

To see a list of the CNC router manufacturers that ArtCAM currently works with, please click here. Alternatively you can download the trial version of the ArtCAM Express software and machine one of the demo files. To download your ArtCAM Express trial software click here.

If you cannot find a make you are looking for, Delcam can create the necessary post for your CNC machine. To make an enquiry about a specific post please e-mail: online-support@artcam.com.

Q: Can you make custom post processors if I can’t find the one I am looking for?
If you can’t find the post processor you require from ArtCAM’s extensive post processor database we can create one for you. Delcam has vast experience in this field to ensure that you get the post processors you need, when you need them. To enquire about a custom post processor, please e-mail: online-support@artcam.com. (Please note that a nominal fee will be charged for this service).

Design

Q: Can ArtCAM Express create any three dimensional shapes?

ArtCAM Express can only work with imported 3D models or those in the Relief Clipart Library. If you wish to create your own array of three dimensional shapes, then either our introductory 3D modelling package ArtCAM Insignia or our advanced ArtCAM Pro package is for you.

Purchasing ArtCAM

Q: What payment methods do you accept for ArtCAM Express and its modules?

Q: Who do I talk to if I have an issue with purchasing online?

If for any reason you experience a problem purchasing ArtCAM Express and/or its modules, please e-mail: online-support@artcam.com. So that we can resolve the issue as quickly as possible, please ensure that you provide us with your contact details, such as telephone number, the e-mail address you would like to receive any correspondence to, and if you are an existing customer, your dongle ID and customer number.

Q: What happens if I decide I want to purchase a module after I have bought ArtCAM Express?

Don’t worry purchasing ArtCAM Express modules is simple. You can select any module of your choice directly from your ArtCAM Express software and then be directed to the online store. Alternatively, if you do not have direct access to the internet from the computer that ArtCAM Express is installed on you can go directly to the ArtCAM online store, enter in your details and then purchase your required modules that way.

Q: How easy is it to upgrade to the other ArtCAM products?

Upgrading to other products in the range is quick and simple. If you wish to upgrade to one of the modules, this can be done directly through your ArtCAM Express 2011 software. To upgrade to Insignia this can either be done via the ArtCAM online store or your local sales partner. To upgrade to our advanced CADCAM software, ArtCAM Pro you will need to contact your local reseller or e-mail: info@artcam.com with your contact details. Once you have contacted us we can get you up and running with the new software, by sending you the licence files electronically so that you can start work straight away.

Delivery & Handling Fees

Q: How will my software be delivered?

If you are purchasing ArtCAM Express for the first time and you purchase your software from our online store, your software will be delivered by courier. Delivery times varying according to your geographic location and the delivery time you have selected. All deliveries will need to be signed for. If you have any specific delivery requests please ensure that they are added to the additional information box when you are placing your order. (This information, where possible, will then be passed onto the courier company. Please note. Specific times cannot be requested unless in the US or Canada. For more information please see the section below.)

If you already own ArtCAM Express 2011 and have purchased an additional module, this will be sent to you electronically. Please allow up to 30 minutes from the time of your module purchase to receive your download, this is to allow for any potential mail server delays.

Please note: Delivery details for your ArtCAM Express software will be different if purchased together with a CNC router from one of our CAM partners. Please speak to your CNC router supplier for specific details.

Q: How long does delivery take & how much will it cost?

The time it takes for you to receive your software and cost of delivery and handling will depend on where in the world we are shipping to and the level of service required. For All UK and International delivery charges (excluding US and Canada) we use priority services to ensure that you receive your software as quickly as possible.

Below is a list of delivery services and their cost:

Please note:

- Deliveries will be from Monday to Friday and exclude weekends and public holidays. Deliveries excluding US and Canada will be shipped from the U.K. and will therefore be subject to both the U.K. public holidays and those of your country.

- This information is to act as a guide only. Once you have placed your order you will be provided with the courier’s contact details & your shipping information, should you have any queries or require more accurate timings.

Q: What happens if I am not there for the delivery of my software?

Once you have bought ArtCAM Express you will be sent an e-mail containing all the necessary contact details for your courier. If you should miss your courier for whatever reason, you can use these contact details to make alternative arrangements. (Please note: If you have only purchased a module, this will be sent electronically).

Q: Do you deliver to P.O. Box addresses?

Not all couriers accept delivery to P.O. box addresses. To guarantee delivery, please use an alternative address when placing your order.

Installation

Q: What happens if I have trouble installing my module?

There are a number of places that you can go to, to install your module. On the right hand side of your ArtCAM Express software you should see your modules tab. Once you have purchased your module, an install button should appear which you can then click to install it. Alternatively you can go to the help button on the top toolbar and click install module. If you still experience problems, you can
e-mail: online-support@artcam.com

Q: How do I download patches and updates?

From time to time Delcam will issue patches and updates for your ArtCAM Express software. These can easily be downloaded and installed from the ‘Check for ArtCAM updates’ option in the ArtCAM Express help menu. This will direct you to the ArtCAM Advantage site, where you can click on ‘Software Updates and Patches’ in the left side column to access the page. You will be able to download any patches required to run your version of ArtCAM. Once downloaded, you will need to ensure that you install the patch.

Dongle Issues

Q: What happens if I lose my Dongle or it gets broken?

Delcam strongly recommend that you take out insurance on any Dongle against theft, loss or breakages. If you’re unfortunate enough to break or lose your dongle, you will need to purchase a new licence of ArtCAM Express. To do so you can e-mail: online-support@artcam.com. Please bear in mind that this will take time as the product will need to be shipped to you.

Q: What happens if my Dongle is faulty?

To help you determine if your Dongle is faulty we provide you with a checklist that you can run through to ensure that the problem cannot be resolved quickly. Alternatively you can call us and we will run through the process with you. If the dongle is genuinely faulty, we will reimburse all call charges and arrange the replacement of your Dongle. (Please note you will need to send the faulty dongle back to us).

Support

Q: Does Delcam still offer the ArtCAM Advantage Package?

So that we could provide you with the most cost effective CADCAM solution we changed the way we support our entry level software. Instead of offering the ArtCAM Advantage package we now offer a number of support options. For more information please click here.