I. InSite Hints
1. The Troubleshooting Routine has difficulty in distinguishing Windows XP. It will say it is not supported or that it is not recognized or that your OS is Windows NT 5.1. InSite will work properly and you can ignore this Message.
2. If you have an older version of Sun Java installed on your PC, prior to 1.2.4, you must remove it before installing the new version. If you install 1.2.4 w/o uninstalling the older version, neither version will work.
3. Uploads and downloads depend on the Windows cache for default location. This cannot be adjusted. The upload window defaults to the last location.
4. If your browser hangs, try to restart it at least once. This fixes problems where Java is stuck in a loop. If restarting the browser does not work, then restart the machine. This is a rare problem and is a Java problem.
5. When you name a job, be descriptive but short.
6. When naming a file, use part of the job name and then the page or side (e.g., bigskibroch_frnt or Sum_Acct_Cat_pp1-8)
7. Job Code is optional but can only be entered by the customer and cannot be changed.
8. .Make sure the “Block Pop=ups is not selected on Safari.
9. Project Code is optional and can be entered by the customer and modified by the staff at any time. However, it never displays anywhere and is a useless field at this time.
10. On MAC OS 10, choose “Yes” not “Always” when the Creo authentication comes up. This is a bug with Apple’s Java and not Creo’s application.
II. InSite Troubleshooting
A. PROBLEM: When you try to upload a file, the Upload dialog box is blank or will not appear on the screen.
1. REASON: You are not using the correct version of Sun Java on your PC.
a) SOLUTION: Insure you are using the correct version of Sun Java on a Windows PC.
b) Follow the instructions on the Troubleshooting page if it tells you have the incorrect Java version.
2. REASON: You selected “Always” on the authentication dialog box and you are using a Mac. Apple moved the certificate from the Java Plug-In for 10.3.2 and didn't update the documentation.
a) SOLUTION: On a Mac, do not select “Always” when the authentication dialog box appears. Select “Yes.”
b) To fix it when the signature prompt or dialog box won’t appear.
(1) Run the "Keychain Access" application found in the "/Applications/Utilities/" folder.
(2) Find the item where:
(a) Name = "Creo Inc."
(b) Kind = "certificate"
(3) Select it and hit the delete button.
(4) The prompt will come back the next time you run Safari and a signed Applet.
3. REASON: You have “Block Pop-ups” selected on your Safari Browser
a) SOLUTION: Uncheck the “Block Pop-ups” under the Safari menu.
b) Pop-ups are Java scripts so they must not be blocked for InSite to work.
c) Restart your browser.
B. PROBLEM: Smart Review opens slowly.
1. REASON: Your Internet Connection is Slow
a) SOLUTION: Run the speed test at the bottom of the troubleshooting page.
b) This page appears when you first open proof.colorworldprinters.com.
c) Determine if you are getting 2/3 or more of your stated bandwidth.
d) If not, call your ISP.
2. REASON: Your Internet connection is corrupted.
a) SOLUTION: Run the speed test on the troubleshooting page.
b) Call your ISP. It may be your network is compromised.
3. REASON: Your Computer has too many applications in RAM.
a) SOLUTION: Close all applications, reboot and go into InSite and SmartReview as your only main application.
b) Purchase more RAM if you are having a problem with other applications.
C. PROBLEM: Color Management Icon in Smart Review is disabled.
1. REASON: This can only be set up by color calibrating your monitor.
a) SOLUTION: Set the Color Management Icon. Follow the instructions found in your “How to Use InSite Guidelines”
D. PROBLEM: Annotation tools are disabled in Smart Review.
1. REASON: Someone else is logged into the page and has control.
a) SOLUTION: Look at the left hand side of the page and look for who has the “control hand”. This person is either reviewing the file or is still logged in. You have to wait until they are done or contact them.
2. REASON: You do not have annotation permissions.
a) SOLUTION: Your system administrator did not give you permission to annotate a page. You have to contact the system administrator.
E. PROBLEM: The troubleshooting page shows an error.
1. REASON: You are using Windows XP.
a) SOLUTION: Windows XP will not always show up as the correct OS. Ignore this error.
2. REASON: You do not have the correct version of Java on your PC
a) SOLUTION: Follow the instructions on the troubleshooting page to download and install the newest version of Sun Java.
3. REASON: You are using MAC 0S 10.2.8
a) SOLUTION: This version of the OS will occasionally show an error on the troubleshooting page. Just ignore the error.
III. Prepare Hints
A. Some changes can be made to a PDF that comes through InSite. While Color World has tools to make some changes, we always recommend you make the changes in the native file and resend a new page or a new file through Prepare and then through InSite.
B. The file you upload is automatically downloaded into our Brisque workflow. It is then processed by the Brisque. However, the file cannot be automatically uploaded back to the InSite server under the current version. This means someone at Color World will manually upload the file for review or approval.
C. When you make a change to your native file and want to upload the changed file, you have two options.
1. The preferred option is to upload only the pages that have changed and call the file something like “HamBroR2_P2-3”. Make it short but clear.
2. You can also upload an entirely new file. This would be advantageous when the file is basically small. In this case, you should give the file name “ABCBroR2.”
D. Prepare Directives
1. We give you a set of Color World Printers directives.
2. Follow the install instructions under the documentation “How to Install InSite and Prepare”.
3. We provide additional directives or defaults that can be used as appropriate.
E. You must disable or remove the Quark custom bleeds extension.
F. Use the Creo LaunchPad to use Prepare with Quark; it automatically defines all printer settings for you. All other programs you will have to define your print settings and select "Send2Prepare" for the printer, using "CreoRefiner" as the ppd.
IV.Prepare Troubleshooting
A. PROBLEM: Prepare will not install. The spinning wheel just spins.
1. REASON: There is an issue in the installer software when running Mac OS 10.3.x and using a network. The installer looks over the entire network for any past mounted drive.
2. SOLUTION: Unplug the Ethernet connection from your computer and go through the install process again. This will work when the mounted drive problem exists.
3. REASON: The installer simply will not work on your machine.
4. SOLUTION: Prepare can be manually installed.
a) Copy the following items from a MAC with Prepare installed. If you don’t have one, contact Color World Printers.
(1) The Prepare Folder.
(2) If using Quark 5, copy the Synapse Prepare XTension, the Launchpad XT and the Creo Tiffixer
(3) If using Quark 6, copy the Synapse Prepare XTension and the Launchpad XT
(4) If using InDesign 3.0, copy the Creo Folder.
(5) From Users > Shared > Acrobat 6 > Startup > copy the Creo Distiller Assistant.
(6) Copy the CUPS back end installer (from the desktop of a previous install.
B. PROBLEM: Prepare locks up when installing after selecting the type of applications I use.
1. REASON: You selected an application you don’t have installed on this MAC.
a) SOLUTION: Prepare will not install if you select an application like Quark 5 and don’t have it.
b) Rerun the installation and select the correct applications
2. REASON: You selected InDesign 2.2 but you have InDesign 3.0
a) SOLUTION: Rerun the install and don’t select InDesign 2.2
C. PROBLEM: Prepare ran but did not bring up the Error Report.
1. REASON: The file did not have any errors so only the PDF will open. You do not get an error report.
D. PROBLEM: Quark can’t find the Creo Refiner.
1. REASON: You have asked Quark to look for PPDs in a location other than the default.
a) SOLUTION: Copy “Creo Refiner” to the new location.
E. PROBLEM: PDF disappears when printing from Quark 6.1.
1. REASON: Bug
a) SOLUTION: Instead of closing your PDF document when in Acrobat viewing the file, do a “Save As” from Acrobat to a different location.
