If your EtherShare OPI software does not work as expected, there will be different ways of looking for help:
- 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 that it does not, check the user manual again (pay special attention to appendix A 5: "Known restrictions"). If the information you need is not in the manual, it might be found in the README file on the CD-ROM. This file contains the latest news and technical details about EtherShare OPI.
- Contact your dealer.
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 paragraph Setting up an error report below).
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/telephone number),
- product information,
- a problem description,
- additional information (e.g. about workarounds you may have tried),
- printouts or screenshots that illustrate the problem.
So, to allow your HELIOS dealer to solve your problem, be prepared to submit the following information in writing:
- State the serial number of your EtherShare OPI license and the machine ID of your EtherShare server.
- Specify the versions of your HELIOS products and the updates you may have installed.
- Specify your server hardware platform and UNIX version number.
- Specify the type of your Macintosh/PC and the
Mac OS/Windows version number.
- List the exact error messages - if there are any.
- List the Macintosh/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 EtherShare 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 Macintosh/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 from QuarkXPress 3.1 (or a newer version) to an Apple LaserWriter?
- 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 Macintosh "touch" program - c: using the UNIX "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 Macintosh, 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?
- Are you using the ColorSync 2 XT software for QuarkXPress? (If so, please also read appendix A 3: "Using EtherShare OPI 2.1 with ColorSync 2 XT 2.0")
