I recently received a D1 printer for Christmas. After setting it up it refused to pull yellow ink and various components were missing parts. I have been in touch with customer service but keep getting the runaround. Does anybody have any ideas? I’ve changed the damper, manually primed the head, and cleaned it multiple times and I’m still getting nothing.
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Hello, @matthewg1981 
Welcome to the community!
If your DTF printer isn’t pulling yellow ink, it’s usually a clog, air bubble, or setting issue, requiring a nozzle check, head cleaning, priming the yellow line with a syringe (pulling ink through the damper), checking dampers/capping station, or verifying RIP software color profiles to resolve. Start with basic maintenance and escalate to manual ink line priming and deeper head cleaning if basic steps fail, as inactivity often causes yellow clogs.
As for customer service, they’ll probably want an order number, and probably a video, so they can see the condition of the printer. So if you received the printer as a gift, be sure to get in touch with the one who ordered it to get the order number. However, I suggest trying the above first. If it doesn’t work, then get in touch with customer service with that order number and video.
I hope you get it sorted out, and your printer starts working properly. If you still can’t get it to work, come back here and we’ll see if we can figure it out. Also, if it does work, let us know, as it may help others who may be having the same issue. Have a wonderful day! 
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I have done all these things, the only thing no one has suggested is the rip color profile (if anyone has a video or instructions how to do this it would be greatly appreciated as the software is not that user friendly) Customer service only comes after midnight and the phone customer service is a joke, live chat never has anyone available. I have literally sent over 10 emails to customer service along with pictures and videos. I’ve reached a point where I truly believe this company has no interest in helping and am beginning to think about litigation because request for either a tech or a new machine have been denied in an effort to run out the 30 day grace period and I have been cheated out of $3000. I ordered it as gift from my wife, all of the order numbers have been provided multiple times. My machine has not worked since day one.
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Ok, customer service is on a different time zone as they’re not located in the US. So they will respond during their hours of operation. They are usually very good at helping. It may be because they are on a small vacation because of the holidays. I believe they’ll be returning to normal on the 4th of January. I know it’s frustrating to get a machine and it not work properly, but from my experience with them, and seeing others experience issues that were resolved with satisfaction, I’m sure they will make it right. They do take these matters seriously, and they do care about their customers. Please, be patient and allow them time to return to normal business operations.
Until then, let’s see if @rinsky or @BellethehowtoGuru has any tips that may help.
RIP Software/Color Profile: Convert RGB designs to CMYK, and verify your RIP software’s color slot settings match your physical printer’s colors.
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Yes all of those things match but was introduced to me as an ICC profile not rip software and are being done through the RIIN software.
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Yes, RIP is Raster Image Processor which is the RIIN.
Let’s try this then.
ICC Profile: Reinstall or update the specific ICC profile for your HTVRONT printer.
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I never changed anything in the ICC profile, none of the solution list are check marked. Does this mean you want me to uninstall the RIIN software and reinstall it? If not can you direct me as to where to find these settings because I do not see them. And thank you I finally feel like I’m getting somewhere
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You’re very welcome. I’m happy to help.
No, generally you do not need to uninstall and reinstall the RIIN software just to uninstall and reinstall the ICC profiles. The ICC profiles are system-level files that your operating system and printing software access independently.
The Standard Procedure
Reinstalling an ICC profile primarily involves managing files within your operating system’s color management folder and selecting the correct profile within the RIIN software’s settings.
Here are the typical steps:
- Uninstall (or remove) the old profile: You can manage this through your computer’s “Color Management” settings (in Windows, this is found in the Control Panel).
- Install the new/correct profile: Right-click the
.iccfile and select “Install Profile”. This places the file in the correct system folder (C:\Windows\System32\spool\drivers\coloron Windows). - Assign the profile in RIIN: Open your RIIN software, navigate to the color management or media settings, and select the newly installed ICC profile from the dropdown list.
- Restart (if needed): While often not necessary for modern software, restarting the computer or the RIIN software can ensure the changes are fully registered.
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unfortunately, none of that worked
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Well, durn. Ok, that’s about all I can suggest. Let’s wait and see if those I tagged above can add to the discussion. I just ask that you please be patient until they’re able to comment. Maybe, @Cory_Barger has some tips for you, as well.
However, if nothing works, your printer is under a 1 year warranty, so I would definitely keep trying customer support. Let them know you’ve done everything suggested to fix the problem and nothing worked. I’m sure they’ll make things right, whether that’s sending a replacement or offering another solution that works for you.
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Thank you Samantha, you have truly been a help. I’m sorry none of the suggestions worked. I don’t know if you work for them but at least I feel a little better.
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You’re very welcome, Matthew. It’s not your fault, at all. No, I don’t work for them, I just enjoy helping fellow creatives. I hope you can get it up and running properly. I know the DTF printer is an amazing machine and can be a game changer for small business owners. However, we can sometimes run into a bad machine, but from what I’ve seen the company does do it’s best to find a solution to the problem. Wishing you the best of luck in this matter and all of your creative endeavors, as well.
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Thanks for looping me in @Samantha_Bryant.
@matthewg1981, welcome to the community. I know @Samantha_Bryant offered a lot of suggestions that didn’t seem to help. Here are a few other items that you might try.
First — Confirm Whether It’s a Flow Issue vs. a Printhead Issue
Goal: Determine if yellow ink is even reaching the head.
Check the Ink Line for Movement
- Watch the yellow tube during:
- head clean
- ink charging
- or priming cycle
If no movement = air leak, blockage, or pump issue.
If movement stops halfway = partial blockage or weak suction.
Test the Damper Directly (Carefully!)
Since the damper was replaced, verify it’s actually flowing:
- Disconnect the yellow damper from the printhead
- Use a syringe on the damper outlet to gently pull
- If ink flows easily → damper & line are fine
- If it resists or pulls air → blockage or cracked fitting
Gentle pressure only — forcing ink can damage the head.
Inspect the Yellow Ink Line for These Issues
Look closely along the full path:
- micro-bubbles
- kinks
- loose barb fittings
- cracked plastic joints
- sticky residue inside the line
- collapsed tubing near the pump
Air leaks = no ink flow.
Even a tiny leak prevents suction.
Check the Capping Station Seal
If yellow sits at the outer side of the head, the cap may not seal fully.
Look for:
- warped cap rubber
- dried powder buildup
- dirty wiper blade
- misaligned head position
- crusted edges
If the head cannot seal → the pump cannot pull yellow ink.
Try:
- running a head clean
- while gently pressing the cap (if accessible)
If yellow starts moving — seal issue confirmed.
Verify the Ink Pump
Weak or failing pumps can selectively affect one channel.
Test:
- Run a head clean
- Look inside the waste line
If you see all colors except yellow draining, the yellow channel isn’t being pulled.
Sometimes the Y channel inside the pump fails internally.
Deep Surface Cleaning (NOT a flush)
If the yellow nozzles are dried:
- Place a lint-free pad soaked in DTF cleaning solution
- Under the head (resting on the cap)
- Let it sit 20–30 minutes
- DO NOT force liquid through the head
This softens dried ink.
Things NOT to Do
- Don’t over-prime
- Don’t repeatedly power clean back-to-back
- Don’t force-push cleaning fluid through the head
These can burn or flood the head.
Software & RIP — Extra Checks
Even if ICC profiles aren’t required to reinstall:
Confirm:
Yellow channel is ENABLED in RIIN
Ink assignment matches the physical channel
The test file actually includes yellow
Print mode isn’t CMYK-remap or grayscale
Try:
- printing a PURE #FFFF00 swatch test
If still nothing prints — it’s flow or hardware, not software.
One Last Isolation Test
If possible:
- Swap the yellow damper to another channel on the head temporarily
- If the other color fails = issue follows damper/line
- If yellow still doesn’t print = head channel likely damaged
(This is standard diagnostic practice — but only if comfortable doing so.)
I echo what @Samantha_Bryant said about customer service. They are in a different country and time zone. Unfortunately responses via email will be delayed and their Saturday is our Friday so if you are in the US, responses will typically occur between Sunday evening to Thursday evening. The contact number that I have always used for customer services is 855-908-0870. I typically call between 2:00pm EST to 3:00pm EST and someone usually answers right away. Do not get discouraged because as @Samantha_Bryant pointed out, you do have a warranty. My iEngrave stopped working after two weeks and after some back and forth I did get them to send me a new laser head. Please circle back around with us if you any luck or are able to get somewhere with customer services. It’s helpful for those of us to know what finally worked and how your issue is resolved. Again, welcome to the community.
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You’re very welcome, Cory! Thanks so much for the added insights and suggestions!
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Cory thank you for the ideas, I’ve already tried all of these except switching the channels and color order, but it did just as I thought, yellow appeared and black disappeared. I truly thank you and Samantha for all of your help. HTVront has promised to replace all the supplies I have wasted but I am waiting to hear what the next move is after sending them this newest video and pictures. Again, thank you both, neither of you even work for the company and have shown better service to me.
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Hi and welcome to the community, @matthewg1981! Congratulations on your new DTF printer, and I’m really sorry you’re running into this issue right out of the gate.
Thank you @Samantha_Bryant and @Cory_Barger for jumping in. Based on everything shared above, it does look like you may be dealing with a faulty unit. We had a very similar situation discussed here - The color doesn't come out like it's supposed to
Please keep us posted — we’re here to help you get this sorted.
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Like I said, I’m always happy to help, and this community is a wonderful place to get it. I’m happy you’re finally getting somewhere with customer support. I’m sure they will take care of you, and you’ll have your printer up and running properly soon. Feel free to drop us an update once everything is resolved. 
Thanks, again, @Cory_Barger, and thanks so much, @rinsky, for the extra details, and you’re most welcome. I just wanted Matthew to get the best help as possible, and knew you two would know exactly what to do.
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Hi @matthewg1981, any developments or updates with your issue?
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First let me say, the overwhelming support of this community is awesome. I had so many people try to help me fix my printer who don’t even know me and that is rare now. As for the printer, after 2 weeks of back and forth, the technicians could never get the yellow to print. I was finally able to call the new number I was provided and now they are just going to replace the machine. Thank you again to @Samantha_Bryant @rinsky and @BellethehowtoGuru for trying to help me when I was losing faith in this company.
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Oh, I’m so happy to hear this. Thank you so much for getting back to us with your resolution as well. I’m wishing you all the best and great success with your new machine when it arrives. 
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