App Studio offers a variety of support plans to meet your needs. A Bronze Support Plan is included by default with all App Studio plans and provides access to the Knowledge Base, documentation and forums for instant answers 24x7.
Note that personalized support through tickets and Live Chat is only available with Silver and Gold Support Plans – purchasable separately.
If you purchased a Silver or Gold App Studio Support Plan, your Support Center Account will be setup for you by our team within 48 business hours of your plan purchase. An email will be sent to you containing a password reset link, which you need to click on. Please remember to check your Spam folder in the event you do not receive your email.
IMPORTANT: Your Support Center Account is separate to any existing App Studio accounts you may have created in the App Studio Portal. Those login credentials will not work with the Support Center, you will have to be signed up for Support plan to login.
App Studio is the leading cloud-based HTML5 solution that turns print into interactive award-winning tablet and smartphone experiences.
Our support team is here to answer all your questions about Quark products including QuarkXPress and Quark Enterprise Solutions. Check out our online knowledge base, documentation site and forums for instant answers 24x7.
If you have a current maintenance plan or are within your free support period you can also contact us directly through our online chat as well as My Support where you can submit tickets and fully manage and track your support history.
If you are a Quark customer and have a current maintenance or support contract we already have your support account setup for you. Please check out our knowledge base article for details on how to get started.
Any new purchase of QuarkXPress includes 60 days of free support and access to the support portal. To get your 60 days of free support you must first register, click here to register your copy of QuarkXPress. Note that it can take 2-3 hours for your support account to activate after registering QuarkXPress. Once active, you will be notified via email.
Welcome to Quark's IT Help Desk your single point of contact for assistance with IT related queries. You can create a help desk ticket which will be routed to the appropriate IT Help Desk engineer to research and correct your issue.
Quark's IT Help Desk is committed to providing the support you need to make the most of your every day work experience.
To log a Help Desk ticket, please use the sign in option at the top of the page.
Quark IT Support
Below are scenarios that will cause a failure to connect to the QLA Server and how to address each one.
Information in the QLAClient.properties file is incorrect.
The QLAClient.properties file lists the IP address and port number that QuarkXPress is using to contact the QLA Server. If this information is different from the IP address and port number of the QLA Server, the call is being sent to the wrong IP address or port number. To fix this:
1. Open the QLAClient.properties file (located at the root level of the QuarkXPress folder).
2. Change the IP Address and Port Number listings to the correct values.
3. Save and Close the QLAClient.properties file.
4. Launch QuarkXPress to see if you can connect to the QLA Server.
A software firewall is activated on the computer where you are launching QuarkXPress. If this is the case, you need to deactivate the software firewall in order to receive a response from the QLA Server. To do so:
For Mac OS X Leopard:
1. Open the System Preferences and click on Security.
2. In the Security System Preference, click on the Firewall pane.
3. For the Firewall settings choose Allow all incoming connections.
For Mac OS X Tiger:
1. Open the System Preferences and click on File Sharing.
2. In the File Sharing System Preferences, click on the Firewall pane.
3. Turn off the Firewall.
1. Go to Control Panel > Windows Firewall.
2. Turn off the firewall.
Note!: If it is not possible to disable the software firewall on your workstation, you can also choose to open a port in the firewall for the QLA service. If this is not possible, the best option is to generate a remote license file for the workstation. You can also temporarily turn off the firewall in order to check out an Extended License.
The Extended License file in the QuarkXPress folder has expired. An Extended License file is named for the version of QuarkXPress supported (for example, 'XPress8.0.dat'). If the Extended License expires, it remains in the QuarkXPress folder and must be deleted before QuarkXPress can correctly send and receive calls from the QLA Server. Simply delete this file in order to address this issue.
An Emergency Key has expired or is damaged. For more information on the Emergency (backup) key, please see Knowledge Base Solution - QuarkXPress Emergency License File (.qxpelf) Functionality
QLAClient.properties file is not available at the correct location. The correct location of QLAClient.properties is as follows:
WINDOWS XP/SERVER 2003:
WINDOWS VISTA/7/SERVER 2007:
MAC HD >> Applications >> Quark >> QuarkXPress.
When QuarkXPress (or any other QLA-aware application) launches, the QLA Libraries in QuarkXPress send a call to the QLA Server requesting a license. However, there are several different reasons QuarkXPress may not be able to connect with the QLA Server. These can range from not having the correct information in the QLAClient.properties file to having a local firewall turned on, thus preventing a response by the QLA Server from reaching QuarkXPress.