ImageServer UB+ User manual

11 Technical support

If your ImageServer software does not work as expected, there are different ways of looking for help:

• Check the Printer Log Files and System Messages via HELIOS Admin for error messages.
• For errors that are reported by error messages, please read the "Error description" carefully; it may give you the very hint you need for proceeding. In case it does not, check the user manual again (pay special attention to 2.3 "Known limitations"). If the information you need is not in the manual, it might be found on the HELIOS website (www.helios.de).
• Make sure that your HELIOS software is up to date. Product updates are listed on the HELIOS website.
• Check the HELIOS support website for any "Tech Info" related to the problem.
• For problems you cannot solve on your own, you may request help from your dealer. If you do so, please note that for a fast problem localization the dealer needs some specific information from you (see Setting up an error report).

Setting up an error report

A complete error report should include:

• Contact information (such as company name, name of the person to contact, e-mail address, fax/phone number)
• Product information
• A problem description
• Printouts or screenshots that illustrate the problem
• Additional information (e.g. about workarounds you may have tried)
• Also always include the complete "Versions" file. This file can be accessed and saved from HELIOS Admin (Lists > Versions).

To allow your HELIOS dealer to solve the problem, be prepared to submit the following information in writing:

• Include the complete "Versions" file (see above)
• Specify the type of your Mac/PC and the
  Mac OS/Windows version number
• List the exact error messages - if there are any
• List the Mac/PC applications you are using (name and version number)
• Which network and printer drivers are currently installed (include version numbers)?
• Give us the settings you have entered in the HELIOS Admin dialogs (screenshots may be helpful)
• If printing does not work properly:
  • First of all - What is the problem?
  • Specify vendor and model name of your printer
  • Specify document and image file formats. Does the problem also occur with other document or image file formats?
  • Is the problem restricted to only one client computer?
  • Does the problem affect all printers or only some of them?
  • Are you able to print successfully from a different Mac/PC OPI application?
  • Does the problem persist if you place and print the high-resolution original images with no OPI settings active on the printer queue?
  • Does the problem persist if you change the resolution of the high-resolution image, the low-resolution image, or the output device?
  • Test: Does the problem persist if you print directly from QuarkXPress to a printer?
• If generating/placing layouts does not work properly:
  • First of all - What is the problem?
  • Specify the exact file name of the high-resolution image including the complete Mac/PC volume and folder path
  • How did you create the layout file?
    a): Automatically
    b): Using the "touch" or "opitouch" programs
    c): Using the "layout" program
  • Specify the file format and color mode of the image file
  • Which application has been used to create or edit the image file?
  • Have you saved your image file from a Mac, PC, or UNIX computer?
  • Test: Does the problem persist if you open the image file with Photoshop and save it under a different name?
• If color matching does not work properly:
  • First of all - What is the problem?
  • List all active profiles (scanner/image, printer, proof)
  • Specify image file formats and color modes. Does the problem also occur with other images?