HELIOS ImageServer User manual

10 Technical support

If your ImageServer 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 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 ImageServer.
• 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
• Printouts or screenshots that illustrate the problem
• Additional information (e.g. about workarounds you may have tried)

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 ImageServer 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?