ColorGATE

Welcome to the FAQ area

We gathered all the frequently asked questions in our FAQ area to establish a “navigation aid” for our visitors. The goal is to ensure a simple and fast way to lead you to your wanted information.

With the search option you can narrow the FAQ catalog down to question with relevant matter.

The FAQ area includes all topics concerning ColorGATE. It doesn´t matter if are an end user oder a sales partner or if you are just interested in getting an information. You will find here a fast and simple solution to get to your wanted information.

Customer Service

How can I contact ColorGATE?

You can send us an inquiry by filling in our contact form. Our Customer Service Team will come back to you.

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How can I get an offer?

On our homepage you have the possibility to configure your product and calculate a nonbinding offer. Please choose your product family by clicking the menu item RIP Software and follow the instructions. Further, you are kindly invited to send us your inquiry via our contact form. Our Sales and Customer Service Team will answer your questions referring to your configuration.

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How long is software´s delivery time?

If you are already customer and you just need to have a new keycode, please provide all order related information. If we do have all relevant details, you can expect the consignment by email within a semi working day within our business hours. Physical deliveries within Germany shall be delivered within 48 hours after dispatch. Deliveries within Europe normally have a lead time of 4 – 5 working days. Global shipments vary individually. Our Customer Service Team inform about the approximate delivery date within the order confirmation.

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How long is the delivery time of Color Management Devices?

In our warehouse in Hanover we always have Color Management Devices on stock to dispatch your order as soon as possible. For this reason, deliveries inside Germany shall be delivered within 48 hours after dispatch. Deliveries within Europe normally have a lead time of 4 – 5 working days. Global shipments vary individually. If we do not have your product on stock the delivery times prolongs. Our Customer Service Team inform about the approximate delivery date within the order confirmation.

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Are there any particularities within the order process?

If you are a customer from inside Europe and you received a delivery from us, please fill in the Entry Certificate on the Delivery note and send back the entire document as soon as possible. Please use an email or fax it to +49 511 942 93 40.

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What can I do if my Dongle is broken?

Please contact us immediately if you realize a defect. If your Dongle is not older than one year we will replace it free of charge. If your Dongle is older than one year we will send a new one for a 50 EUR fee plus freight charges. Please always return defective Dongles. Please be informed that we only will consign the unlimited keycode after having received your broken dongle.

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What can I do if I still have an old Parallel-Port-Dongle?

If you like to update your software and you want to buy an upgrade we will replace the dongle free of charge. If you just like to change your Parallel-Port-Dongle we will send a new one for 50 EUR fee plus freight charges. Please always return your old Parallel-Port-Dongles. Please be informed that we only will consign the unlimited keycode after having received your Parallel-Port-Dongle. Please contact us via our contact form.

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What can I do in case of loss or theft?

The licensee is solely liable and responsible in the event of loss and theft to the Dongles provided. In such cases, ColorGATE will neither provide reimbursement nor replacement, irrespective of the production of a police theft report. We recommend, purchasing suitable insurance policies covering the risk of theft, break-in or loss. Please contact us in this case  via our contact form.

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How long is Media´s delivery time?

In our warehouse in Hanover we always have Media on stock to dispatch your order as soon as possible. For this reason, deliveries inside Germany shall be delivered within 48 hours after dispatch. Deliveries within Europe normally have a lead time of 4 – 5 working days. Global shipments vary individually. If we do not have your product on stock the delivery times prolongs. Our Customer Service Team inform about the approximate delivery date within the order confirmation.

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Is it possible to trade in my current RIP software?

If you have decided to buy one of ColorGATE´s RIP software products, we accept your current competitive but comparable product as a Trade-In. You can send us your Trade-In inquiry by filling in our contact form. Our Customer Service Team will come back to you.

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For how long Version 8 extensions will be available or be supported?

All Version 8 Extensions (OMS, driver, modules etc.) will be available until 31th of December 2014 including the accustomed comprehensive support. In the period between 1st of January 2015 and the 30th of

June 2015 a purchase of Version 8 Extensions will be limited to individual cases. The overall support of Version 8 Extension will end with the 30th of June 2015. With the release of Version 8 ColorGATE is

focusing its efforts to ensure the best possible performance of the new product line for its customers. Furthermore, the customers can secure their investments and software by purchasing a Value Pack, which

will keep the software up-to-date to the latest release version.

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For which RIP Software products is the Value Pack available?

Value Pack is available for all ColorGATE RIP Software products: Productionserver, Filmgate, Plategate, Proofgate and the addtionally for the Industrial Printing OS SmartControl. Value Pack is only available for the latest version of the mentioned software. For end users running prior RIP Software versions we recommend to gain access to Value Pack via our unique and attractivly priced and Step-ups Value Pack. 

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ColorGATE Solutions Portfolio

Can I configure my own version of a ColorGATE RIP Software product?

The ColorGATE product configurator enables you to customize your own ColorGATE RIP Software product, which suits your inidivudual needs and requirements. Modules and components can be combined freely. When you are done, you will receive and PDF with your individual configuration, which you can submit directly to your Sales Partner. With the following link you will forwarded to  the overview of our RIP Software family. From there, you can choose a product and start the configuration process.

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Where do I find the price of a ColorGATE RIP Software product?

The official manufacturer's price for ColorGATE RIP Sofware products can be found on the respective product page: Productionserver, Filmgate, Plategate, Proofgate. With the product configurator you can configure your individual ColorGATE RIP Software version. At the end of the configuration process, you will receive a PDF document regarding all prices of your configuration. You can submit this document directly to you ColorGATE Sales Partner.

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Where can I get an official quotation for a ColorGATE RIP Software product?

With our product configurator you can customize your on ColorGATE RIP Software product. At the end of the configuration process, you will receive a PDF document regarding all prices which can be regarded as an official quotation. You can submit this document to any ColorGATE Sales Partner.

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Where can I find a complete overview of all functions of the ColorGATE RIP Software?

With our function overview you fill find all functions of the entire RIP Software family at a glance. You can compare all products against each other and by that you will get a specific overview of all our software solutions.

 

 

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Which upgrade options do I have, running an older version of a ColorGATE RIP Software product?

ColorGATE offers with the Step-ups Value Pack an attractive way for existing customers to "step-up" from their older to the latest version of our RIP Software. All information on that matter can be found in our Step-ups Value Pack area. 

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Where do I find my ColorGATE Sales Partner?

To ensure the best possible service and support at site, ColorGATE solutions are sold by our experienced and competent Sales Partners all around the world. Here you can find your Sales Partner. You can filter our Sales Partner list according to countries, zip codes (only for Germany) and products.

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Where can I get the actual ColorGATE Software?

As a registered user with access to our support area, you can easily download the latest software from our homepage. Besides that, our Customer Service Team will also send you our latest software by post.

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Do I have the possibility to test the latest ColorGATE software free of charge?

Of course it is possible to test our software. On our homepage please click the menu item ColorGATE Test Drive. Please choose the product you like to test and fill in the provided contact form. Our Sales and Customer Service Team will come back to you.

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Where can I get the software´s manual?

As a registered user with access to our support area, you can easily download the latest manual from our homepage. Furthermore we always provide the latest manual with the purchase of a new license.

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Will my device be supported?

On our homepage you can find a list of all supported printers, cutting devices and color measurement tools. Please click for this the menu item Supported Devices.

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What can I do if my printer is not supported?

Please contact us – it might be the case that your printer driver needed is currently getting developed.

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How can I register my product?

In the support area on our website, please click the menu item To product registration. Here, please log in as a new customer or as an already registered user. To register your product, please follow the instructions on the screen. After having successfully registered your product,you will receive the confirmation by email. As soon as your keyfile is available you will receive a second email from us.

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How do I upload the keyfile?

You will receive an email if your keyfile is available. Please follow the instructions.

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How I can get access to the support area on the website?

By registering a product on our website you automatically get access to the support area.

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Where can I get technical support?

If you are an end user of ColorGATE´s software who need technical support please contact the sales partner who sold our software. You can also open a web ticket for further assistance.

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How does the Web Ticket System works?

As a registered user with access to our support area, please click the menu item Service Support and here Web - Support. Please fill in the form provided as detailed as possible; our Technical Service Team will take care of your request.Please be informed that all users who have a Value Pack will preferentially be supported.

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What are Value Packs?

Value Packs are software maintenance and support solutions that ensure the actuality of your software. Besides preferential technical support, owner of a Value Pack have access to special promotions. For further detailed information please visit us on our website: Menu item RIP Software and here Value Packs.

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Is it possible to receive printing samples and/or samples of CG Media products?

Printing samples or samples of CG Media products can be obtained via our Sales Partners. You can find your Sales Partner here on our website.

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How long does it take to receive a keyfile?

If you are already customer and you just need to have a new keycode, please provide all order related information. If we do have all relevant details, you can expect the consignment by email within a semi working day within our business hours. Physical deliveries within Germany shall be delivered within 48 hours after dispatch. Deliveries within Europe normally have a lead time of 4 – 5 working days. Global shipments vary individually. Our Customer Service Team inform about the approximate delivery date within the order confirmation.

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Which system requirements are needed?

On our homepage, please choose your base product by clicking the menu item RIP Software. You can find the system requirements in the specific product description.

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For how long Version 8 extensions will be available or be supported?

All Version 8 Extensions (OMS, driver, modules etc.) will be available until 31th of December 2014 including the accustomed comprehensive support. In the period between 1st of January 2015 and the 30th of

June 2015 a purchase of Version 8 Extensions will be limited to individual cases. The overall support of Version 8 Extension will end with the 30th of June 2015. With the release of Version 8 ColorGATE is

focusing its efforts to ensure the best possible performance of the new product line for its customers. Furthermore, the customers can secure their investments and software by purchasing a Value Pack, which

will keep the software up-to-date to the latest release version.

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Marketing and communication

Does ColorGATE provide extra material for the press regarding ColorGATE press releases?

ColorGATE provides photos, product images and brochures for editors of specialist press. With the following link you will be forwarded to our press images section. Read here the latest press release.

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Where do I find actual ColorGATE brochures?

Our ColorGATE solutions folder can be found right on our homepage. The solutions folder is covering the entire ColorGATE solutions portfolio. Additionally, we provide brochures and flyers for single solutions which you can find in our brochures section. Needless to say, the solution folder can be found there too.

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Technical Service

Where can I find a complete overview of all functions of the ColorGATE RIP Software?

With our function overview you fill find all functions of the entire RIP Software family at a glance. You can compare all products against each other and by that you will get a specific overview of all our software solutions.

 

 

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Where do I find the minimum system requirements for the RIP Software?

The system requirements can be found in our function overview.

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Where do I find demo versions?

All ColorGATE RIP software products are equipped with a "Test Drive mode". With this special mode you can test all functions of the RIP software product. On our Test Drive website you can find additonal information about this topic. Furthermore, you can choose a specific product which you would like to test. Information about the procedure can be found there too.

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Where do I find the MIM for my printer?

You can download our complere MIM offering in our support area. Please be advised that you must be logged in to the technical site to reach the download area.

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Where can I download the HTM/PB module?

You can find the latest HTM- and PB modules in our technical download area.

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Can I use my MIMs from older Version in my current installation?

MIM´s are generally compatable with new Versions.

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Will there be color shifts between versions ?

Generally we do not have color shifts between different versions, there are however times this may happen. One example is when the color engine has been improved which can expand the color space which can introduce small color shifts. This is not the norm however.

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Can I run older versions with my current dongle?

It is always possible to start the last release of the previous version with your dongle. For instance version 8.11 can be driven with a version 9 dongle whereas version 7 cannot be driven with a version 9 dongle. You can find the according update in our dowload area. Please be advised that you must be logged in to the technical site to reach the download area.

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Why is Module XY not active?

If you are using a dealer dongle please go to Options, Versions, Modules and see if the module you need is activated. If not please activate and after a re-start of the program it will be active. If the Module is not present on your dongle please contact Customer Service.

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Is printer XY supported?

Please check our list of supported printers. If the printer is not on this list feel free to contact us.

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When will the driver for printer XY be released?

Please use our contact form provided on our website.

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Will Productionserver 7/8 run under Windows XP?

Windows XP was not supported with Version 7 already. Nontheless it was still possible to work with it. Due to new functionalities, Version 8 is not compatible with Windows XP anymore. Please note: On April 8th Microsoft will discontinue the support for Windows XP. To continue using the OS will cause severe security risks.

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How can I see which versions of what printer drivers have been released?

A complete list of all supported printers including the release builds where they have been released can be found here.

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What is the mimimal system requirement?

Operating Systems: Microsoft Windows Vista (Business, Ultimate), Windows 7 (Professional, Enterprise, Ultimate), Windows 8 (Pro, Enterprise), Windows 10 (Pro, Enterprise), Windows Server 2008, Windows Server 2012; (Apple Mac OS X 10.5.2 or later with Parallels Desktop 4.0 or later for Mac)

Installation and operation: DVD Drive for installation USB Port for Dongle LAN Adapter; TCP/IP for network access

Minimum requirements: Processor: Intel Pentium 4 / AMD Athlon 64 3 GHz, RAM: minimum 1 GB, Free Hard Disk Space: 10 GB

Single Printer Workstation Processor: Intel or AMD Dual-Core 2 GHz+, RAM: minimum 2 GB, Free Hard Disk Space: 40 GB

Multi Printer Workstation Processor: Intel or AMD Quad-Core 2 GHz+, RAM: 4 GB, Free Hard Disk Space: 80 GB, use Raid 0 for higher performance

Interfaces: Parallel; Ethernet; TCP/IP; USB; Serial; SCSI; FireWire; TWAIN

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Does the Epson Spectro proofer require a separate driver?

No, all drivers needed for the Epson SpectroProofer measurement device is delivered standard standard in our software. It is possible to use the measurement device right out of the box.

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Where can I find a manual in the software?

You can access the online manual by pressing F1. This activates the help for all relevant functions for the area of the software that you are in.

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How can I open a Ticket?

Please find a detailed manual which describes how to open tickets in our Techblog. In addition the benefits of using our ticket system are explained.

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Where can I find technical news and information?

In addition to our Support area you will find further technical content on our TechBlog. It contains articles about new functions and several hints for our users. Further information about current releases (builds, hotfixes) and available MIMs will be posted.

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Can I create a backup of my RIP Software files?

The system configuration of the RIP Software has been enhanced to create backups of a system. You can find an instruction for this feature in our ColorGATE TechBlog.

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My Printer is connected via SCSI. Is this supported?

Adaptec only supported the necessary ASPI layer for the SCSI interface until Windows XP. If you are using a printer with SCSI interface e.g. Seiko ColorPainter SIIT IP-6600 ColorGATE recommends not to upgrade to a newer Windows version than Windows XP, in order to preserve SCSI support.

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Which measurement device is required for Filmgate linearization & density?

For Filmgate linearization and density measuring , you need a transmitted-light densitometer, for example the X-Rite 361T. Are you interested in an individual offer? Then you are more than welcome to contact us.

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Is it possible to run V9 with a V10 dongle?

Yes, V9 and V8.11 or newer versions can be used with a V10 dongle.

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Is it possible to run two different versions on the same computer??

Yes, this is possible. Please note that the versions can be installed on one system, but should not be used at the same time. If you want to change between both installed versions, administrave rights are required. It is also important that both versions do not use the same printer definitions, archives and hotfolder.

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Sales Partner

How do I become a ColorGATE Sales Partner and what are the advantages of becoming one?

Your can find all information about the ColorGATE Sales Partner program here. ColorGATE is offering its Sales Partner e.g. attractive conditions, in-depth trainings, technical support in english and support for marketing activities and at trade-shows and events.

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How do I get access to the ColorGATE Sales Partner Area?

To get access to our Sales Partner Area you have to fill out the form on this website. After a sucessfull registration you will get access to price lists, marketing material, videos, podcasts and presentations.

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Where do I find the current ColorGATE Newsletter for Sales Partners?

Our ColorGATE Sales Partner Newsletter can be found here (PDF).

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Where do I find actual price lists?

Our actual price lists can be found here.

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Where do I find actual logos, graphics, packshots and icons of ColorGATE products?

Logos, graphics, packshots and icons can be found together with additional MarCom material in the Sales Partner Area.

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Does ColorGATE provide trade-show support material for Sales Partners?

Sales Partners can download actual Banner designs (85x200 cm) and displays (Din A4) in various languages. These files are print ready for any trade-show application.

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Do I have to follow certain guidelines when presenting ColorGATE products?

As a ColorGATE Sales Partner you have to use our graphics, logos and product names according to our ColorGATE Design-Guidelines when presenting or offering ColorGATE products.

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Where do I find actual presentation concering ColorGATE solutions?

Sales Partner can download actual presentations to various ColorGATE solutions here. Additonally, you can download the template for alle ColorGATE presentations for your own ColorGATE related presentations.

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Where do I find information about recent and upcoming trainings for Sales Partners?

Actual training dates and the appropriate participation form can be found here.

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Does ColorGATE support events where ColorGATE products will be presented by Sales Partners?

ColorGATE is offering ist an effective support for any presentation of ColorGATE products at trade-shows, Open Houses etc. From marketing material, to ColorGATE Experts on site, right up to coverage of the event on Facebool. Follow this link for more information an to our event support form.

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