Colorgate Support

[Eliecer Brathwaite]

Forsome support requests, our specialists need as much information as possible in order to to localize the problem precisely, and thus solve it faster. The support info file helps here: It contains all the data we need to understand the problem.

If your RIP computer has no internet access, you can also create a SIF and upload it to the web ticket system on our Service & Support area afterwards. Please read section How to create and upload a support info file without internet access at the end of this blog article to learn how you can do this.

Note: Please note, that you need to create a web ticket first, before creating a support info file. In the blog article ColorGATE Web Support - Creating Web tickets we show you how to create a web ticket. In order to create a web ticket, you must have registered once as a user on the ColorGATE Service and Support Site. You can find out how to do this here.

In some cases, you may be asked by our Professional Services team to perform an error diagnostic before creating a support info file. This increases the logging and thus facilitates and improves the ColorGATE support. In addition, it is possible to modify the tracing without restarting the system.

Note: Please activate the Configure Diagnostics function only when requested by a Professional Services employee as this may reduce the performance of your system. For regular operation, the function should be deactivated again.

We recommend that you create support info files from within a web ticket directly in the software (see above). In rare cases, for example if your RIP computer has no internet connection, you can also create a SIF and upload it to the web ticket system on our Service & Support area afterwards.

You have a support case, have already created a web ticket in the ColorGATE web support and have now been asked by our Professional Services team to create a support info file (SIF)? In this blog article, you will learn what a support info file actually is, how it helps to solve your support case quickly and easily, and how to create it in V22.10 or in an older Version.

Note: Before you create a support info file, you must create a web ticket. To learn how to create a web ticket, click here.

In some cases, you may be asked by our Professional Services team to configure an error diagnostic before creating a support info file. You will learn how to do this at the end of this blog article.

Note: Alternatively, you can save the SIF locally on your computer and upload it later or from another computer. The file in zip format is located at C:\Users\username\AppData\Local\Temp\CGSupport. To upload, open the appropriate web ticket in the ColorGATE web support area and click Upload support info file.

You have successfully created a support info file, uploaded it to our server, and notified us via the corresponding web ticket.

You can view the status of your ticket at any time in the web support area of our support site.

In some cases, you may be asked by our Professional Services team to enable an error diagnostics before creating a support info file. This increases the logging and thus facilitates and improves the ColorGATE support. In addition, it is possible to modify the tracing without restarting the system.

Note: Please activate the Configure Diagnostics function only when requested by a Professional Services employee as this may reduce the performance of your system. For regular operation, the function should be deactivated again.

Another useful function that is included in version 8.10 is the Support Helper Feature. It bundles all relevant data files used for testing and transfers them to the ColorGATE Web Support. Additionally, the help menu has been expanded by a few helpful entries.

And finally, this version includes many general improvements/bugfixes as well as new printer drivers, e.g. for new HP Latex printers of 300 series, Epson SureColor printers and Inca Digital Onset R40i printer to be found in the New Printers section.

A new feature allows users to transfer any relevant data for the technical support in a fast and convenient way. By using these data (support info file) the ColorGATE support can test and solve individual problems efficiently. So any further exchange of information will then be reduced.

This module extends the container by a new method called Trim nesting to be found in the Auto Arrange area. Its task is to position jobs in a way that they can be cut by automatic roll cutters like Flexa or Fotoba. In addition synchronization marks for these devices are enhanced to be usable in container jobs.

The Trim nesting method will then arrange jobs with the same height or width in rows. If auto-rotate is enabled for these jobs (Job settings on Job tab for single jobs) they will be rotated automatically fitting a row as best as possible. So finally jobs can be trimmed by simple horizontal and vertical cuts.

Finally, to make use of this Trim Nesting Module TNM, synchronization marks can be added. These are required since they support the optical sensors of automatic roll cutters and will be printed with the container jobs. Currently, Flexa and Fotoba cutters are supported (see 1 in the image).

Furthermore it is important to know that the selection of Flexa and Fotoba synchronization marks always switches any method to the Trim nesting method which is then fixed. Also, the distance (X/Y) used for nesting is automatically set in accordance to the size of the marks.

This module allows a straightforward adaption of existing ICC profiles to different media coloration or the illuminant. The adaption can be achieved without a time-consuming new profiling. Thus, it is possible to consider various media colorations or specific illuminants without any loss of time. Even changed profile settings can be added in the new profile.

If your product is already registered you can find your license file on the ColorGATE support site. Log into the support area and under Service Support > user profile > product, you can then download your keyfile.

You will also receive an Email when you successfully registered. In case you have not received your licence file or have any questions to your license feel free to contact customer service under C...@colorgate.com.

In this mail you will find our KeyUpdater which will allow you to manually activate without an internet connection. You will also find a link to the newest dongle driver (Sentinel Protection Installer).

Open the keyupdate.exe > Choose your license data using open license file and click update attached dongle. Afterwards your dongle should be successfully updated and you will have full access to your program.

Fujifilm offers you the choice of three exclusive software packages to match your needs. From a basic RIP with an excellent color engine to a solution with a proofing workflow and support for multiple large format presses on the same platform, we have a configuration to meet your production needs.

Did you choose your current large format RIP or do you have various RIPs that came bundled with each printer you bought? With what you know now about your production needs, how would you design your workflow? What would it look like? Ever think about having one workflow that drives everything from the aqueous proofer to the solvent roll press to the UV flatbed? And what about that cutter or the Computer to Screen device or imagesetter?

The Fujifilm edition of ColorGATE's Production Server is designed to be the center of your inkjet and screen workflow. With support for over 750 different printers, its quite likely that it can drive every proofer, printer, and finishing system in your shop. Combine this with an outstanding color management engine and Fujifilm's technical expertise in color and you have a recipe for success. Perhaps most exciting is the addition of the Adobe PDF Print Engine (APPE). This allows the RIP to interpret the native PDF file to increase speed and eliminate problems with transparencies and layers. Let us show you how Fujifilm and ColorGATE can make a difference to the quality and consistency of the work you produce. Let us show you how you can use one solution. From proof to print to cut.

We are pleased to offer three different Fujifilm Editions of Production Server to help you find a solution that best fits your needs. The Emerald Edition has all the basic tools you will need and lets you add things like proofing and the G7 module later when you need them. The Diamond Edition is more of a "power user" configuration that comes with all the modules we think you will need to produce your work. If your needs are simple and you don't plan to create your own profiles, the Ruby Edition may be the best fit for you. So pick the edition that best fits your needs and then add the proofers, printers and cutters to complete your configuration.

The Value Pack Program from ColorGATE is a full-fledged software maintenance and support contract which gives the licensee access to all updates and upgrades for a yearly fee. As a bonus for being a Value Pack customer, Colorgate will provide you preferred treatment in the case of support issues with remote support included at no extra cost.

With the ColorGate Value Pack 365 Basic, you gain a fixed term of 365 days that expires when the duration length is up. However, you have the option to agree to a Value Pack 365 again or to switch to one of the Value Pack alternatives 1,2, or 3. Value Pack 365 Basic is recommended to those who want to try ColorGate and experience the benefits of the Value Pack program without auto-renewal.

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