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 you 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.

ORDER & SHIPPING

How can I contact ColorGATE?

For general inquiries please fill in our contact form on our website. Our Customer Service Team will get in touch with you.
If you require technical support please contact your sales partner or open a support ticket.

Where do I find my ColorGATE Sales Partner?

To ensure the best possible service and support at site, ColorGATE solutions are sold by our 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.

How can I get an offer?

You have several options to get an offer für a ColorGATE solution:
- Sales Partner: Contact your sales partner to receive a suitable offer. Find your nearest sales partner here.
- Directly from us: You are interested in a product? Please contact us via our contact form.
- Our online configurator: You already know what you want? Then do not contact your sales partner and configure your product directly.
Our Customer Service Team supports you with your questions (customerservice@colorgate.com).

Where do I find the prices of ColorGATE solutions?

The official manufacturer's price for ColorGATE solutions can be found in the respective product in the configurator: ProductionserverFilmgateProofgate. With the product configurator you can configure your individual configuration. At the end of the configuration process, you will receive a PDF document containing all official prices of your configuration. You can submit this document directly to you ColorGATE Sales Partner.

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 send an email to cs@colorgate.com or fax it to +49 511 942 93 40.

How long is the delivery time of software?

Our delivery times vary depending on your purchase of a software or hardware license. Software licenses should be with you within 24 hours on workdays. 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. 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.

How long is the delivery time of Color Management Devices?

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 in stock the delivery times prolongs. Our Customer Service Team informs about the approximate delivery date within the order confirmation.

How long is the delivery time of media?

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.

PRODUCTS

Where do I find current software versions?

Registered users find the current versions of Productionserver, Filmgate and Proofgate in our Service & Support area. By request you can get our software on a data medium. Please select "Hardware licensing" during the order process or contact our Customer Service Team.

Where do I find a demo version of ColorGATE software?

You can try out ColorGATE software with a trial license. Please use our contact form to request a trial license.

Can I configure my own version of a ColorGATE software product?

With the ColorGATE product configurator you are able to customize your own ColorGATE Software product. Our software is set up on a modular basis and can be adapted to your inidivudual needs and existing workflows. You can add drivers, accessoires and modules. When you are done, you will receive a PDF with your individual configuration, which you can submit directly to your sales partner. You can also purchase your individual configuration directly in our online shop. Just click "Add to cart" in the last step of the configuration.

Will my device be supported?

On our website you can find a list of all supported devices: Supported Devices. There you can see which printers, cutting devices and color measurement tools are supported. Your device is not listed? Please contact us via our contact form. It may be that the driver you require is currently under development. If you are already a ColorGATE customer, contact us by means of a support ticket.u item .

Where can I find technical documentation for the software?

Our Getting Started Guides support you when you setup your software. You can also access the online help anywhere in the software by pressing F1. Furthermore, you can download the online help as a PDF manual in our service and support area via Download > Documentation. There you can also display other documents like profiler guides and training presentations. Please note that you have to be logged in to access the download area.

What are Value Packs?

Value Packs are maintenance and support solutions that ensure that your software is always up to date You will receive upgrades and updates free of charge. As an owner of a Value Pack you receive upgrades and updates as well as access to technical support. For further detailed information please visit: Value Packs. Please note that you have to be logged in to access Value Packs.

For which products is a Value Pack available?

The Value Pack is available for our software products: Productionserver, Filmgate and Proofgate. A Value Pack is only available for the latest version of the mentioned software.
You have an older software version and would like to upgrade? With the purchase of a Value Pack you will receive the latest version automatically.

I run an older version of a ColorGATE software product. Which upgrade options do I have?

With an active Value Pack you can upgrade to the latest version free of charge. Check out the upgrade configurator to see which options you have. We are also happy to propose an offer for your upgrade.

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.

LICENSING

Which licensing options are available?

There are three different license types available for ColorGATE's version 20 software products:
- Single Host License / Software (SHL-SW): Software-based license for use on a single computer. The software is activated with an activation code that binds the license to the respective computer via the ColorGATE license server.
- Single Host License / Hardware (SHL-HW): Hardware-based license for use on a single computer. The license is verified by a USB dongle and a key file.
- Multi Host License / Software (MHL-SW): Software-based license for use on multiple computers. MHL-SW licenses use an additional tool, the Floating License Manager (FLM), for license management via the local network.

What requirements should I meet for the different licensing options?

- Single Host License / Software (SHL-SW): A permanent internet connection is required to connect to the license server (the software needs to connect to the license server about once a day).
- Single Host License / Hardware (SHL-HW): A free USB port for the dongle is required (must remain plugged in during operation). Please note that this licensing option is not available in China.
- Multi Host License / Software (MHL-SW). An additional software tool, the Floating License Manager, is required. The computer running the FLM requires a permanent internet connection. The RIP computer must be able to connect to the FLM computer via a local network.

Which port is required for the connection to the license server?

The software must be able to establish an https connection to gls.codefusion.technology via port 443. Please make sure that this port is unblocked and not blocked by your firewall.

How does the product registration work?

For product registration, please go to our Service & Support area. There you log in, or, as a new customer, first create a user account.
Under Users & Products you will then find the item Product Registration. Please follow the instructions.
Our video on product registration will help you with any questions you may have.
After successful product registration you will receive a confirmation e-mail. You will receive another e-mail as soon as your keyfile is available.

How long does it take to get a keyfile (SHL-HW only)?

Please read the FAQ "How long is the delivery time of software?"

Where can I find my activation code (software-based licenses only)?

For software-based licenses, you need an activation code when you first start the software (SHL-SW) or when you set up the Floating License Manager (MHL-SW).
You can find it in the Service & Support area in your user profile. Open the Licenses tab there and select your license. In the license details you will find your activation code.

 

How to load the keyfile? (SHL-HW)

After you have registered a SHL-HW license, you will be notified by e-mail when your keyfile is ready for you. Please follow the instructions in the e-mail.

Where can I find the Floating License Manager (MHL-SW)?

For MHL-SW licenses you need an additional software tool, the Floating License Manager (FLM). You can download the FLM in our Service & Support area under Download > Software & Updates > Floating License Manager. Please note that a login is required to access the download area.

What do I do if my dongle is defective?

Please contact us​​​​​​​ immediately if you notice a defect in your dongle. If your dongle is not older than one year, we will send you a replacement free of charge. For older dongles, we will send you a new dongle for a replacement fee of 50 EUR plus delivery costs. In any case, please return the defective dongle to us. You will receive the unlimited keycode only after we have received the defective dongle. You also have the possibility to switch to our software licensing. In this case, please send us your defective dongle as well. Upon receipt we will send you the unlimited keycode for your software license. The exchange fee does not apply here.

What do I do if the dongle is lost or stolen?

In the event of loss or theft of dongles provided, the licensee is solely liable and responsible. In such cases, ColorGATE will neither reimburse nor replace the dongle, irrespective of the existence of police reports of theft. We recommend taking out appropriate insurance to cover the risk of theft, burglary or loss. In any case, contact us via the contact form.

SUPPORT

Are there any requirements to get web support?

To use our web support, you must have an active Value Pack.

What services are included in the support?

Our support solves technical problems whose origin lies in our software i.e. bugs, installation problems, etc.  We also explain to our customers if a button has been operated incorrectly, or we sometimes clarify if the customer has caused his problem himself with an incorrect option setting or an unfavorable file.

Where can I find support?

Your first point of contact for support is your sales partner. If necessary, they will send a request to us.
If you have purchased your software directly from us and have an active Value Pack, please use our web ticket system to report your support case.

How do I get access to the support area on the web?

In our support area you can register products and customize your user data. You have the possibility to download information and manuals about our products as well as MIMs.
You can also open support tickets - if you have an active Value Pack.
You will receive your access directly after user registration.

How does the ticket system work?

You can find our ticket system in the support area. Registered users with an active Value Pack can open a ticket under the menu item Service Support -> Websupport, which will be processed by our Professional Services Team.

Where do I find current software versions?

Registered users find the current versions of Productionserver, Filmgate and Proofgate in our service and support area. By request you can get our software on a data medium. Please select "Hardware licensing" during the order process or contact our Customer Service Team.

How can I create a ticket?

In our Techblog you will find detailed instructions on how to create web tickets. In addition, the advantages of the ticket system are explained.

Here you can go directly to the ticket system (login required).

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.

How can I create a Support-Info-File (SIF file)?

The function can be found in the software under Help -> Support-> Create Support Info File. Please note that the job must be marked before selecting the option. Further information can be found in our Techblog.

How can I use the dongle with a remote desktop connection?

In order for the system to recognize the dongle during a remote desktop connection, not only the corresponding driver must be installed, but also the "Sentinel Protection Services" must be started. However, these are not automatically restarted after a Windows update.
You must restart the following services yourself, see Windows Services:
Sentinel Keys Server
Sentinel LDK License Manager
Sentinel Protection Server
Sentinel Security Runtime

You can find the latest dongle drivers here:

supportportal.thalesgroup.com/csm

SOFTWARE RELATED

Which system requirements are needed?

You can find detailed system requirements on each product site and here.

Is printer XY supported?

On our website you can find the list of supported devices. Here you can see which printers we support.
Your device is not listed? Contact us. Maybe the printer driver you need is under development.
If you are already a customer, the best way is to contact us with a web support ticket.
If the printer is not on this list feel free to contact us.

Is Productionserver running under older Windows versions?

Since version 20 Productionserver is no longer compatible with Windows 7. Please note: Microsoft discontinued the support for Windows 7. To continue using this operating system will cause severe security risks.
Please visit this site to check which operating systems are compatible with Productionserver.

Where can I find technical documentation for my product?

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. Furthermore, you can download the online help as PDF manual in the download area. Please note that you have to be logged in to access it.

Where do I find the MIMs / profiles for my printer?

MIM combinations (packages consisting of linearizations and profiles including print mode settings) for a lot of printers can be found in our download area. Please be advised that you must be logged in to our support site to reach the download area.

For HP Latex printers the HP profile database can be accessed directly from Productionserver to download ICC profiles with corresponding print mode settings. For Epson SureColor S-printers the Epson Dashboard can be used.

Are older MIM combinations still usable in the current installation?

Older MIMs (packages consisting of linearizations and profiles including print mode settings) are normally compatible with newer software versions. However, we recommend creating new profiles to benefit from improvements of the Profiler.

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. To benefit from the continuous improvement of our software, it is necessary to create new profiles on a regular basis.

Where can I download the Epson HTM/Canon PB module?

You can find the latest Epson HTM- and Canon PB modules in our download area. Please be advised that you must be logged in to the technical site to reach the download area. 

Why is module XY not activated?

If you are in possession of a dealer dongle, please check whether the module is activated under Options -> Versions -> Modules. If not, please activate it accordingly and restart the software.
Otherwise, please check under Options -> Update License (hardware licensing) or in your user profile (software licensing) whether the corresponding module is available.
If not, please contact our Customer Service.

Can I also run older versions with my current dongle?

The hardware dongle can always be used to start the latest release of the previous version. Accordingly, you can also run version 10.34 with the V20 dongle. You can always find the corresponding update in the download area. Please note that you have to be logged in to get access to the download area.
With a software dongle you can only operate versions from version 20.

How do I back up my software settings before an upgrade?

Our Techblog article walks you through the steps necessary to back up your software settings before a version upgrade.

Is it possible to run multiple versions simultaneously on one system?

Yes, this is possible. However, please note that the different versions may be installed in parallel, but can not be opened at the same time. Switching between the versions also requires a one-time startup with administrative rights in each case. In addition, you must make sure that the two versions do not use the same printer definitions and archives. The same hot folders can be used but will only work for the version presently operating. Please also note that you can only run version 20 or higher with a software dongle. With a dongle you can always start the last version of the previous release. I.e. with a V21 soft dongle you can also run V 20.01.9217.

What options are there for direct data exchange between external and the ColorGATE software solutions?

The JDF (Job Definition Format) interface is an industry-standard interface based on the XML markup language for direct data exchange in workflow systems. More information about our JDF module can be found here.
Our REST API Module also provides another interface between ColorGATE software. Via this HTTP-based interface, Productionserver can be embedded in a workflow controlled by third-party applications.
You can find more information on our ColorGATE Techblog or a more detailed document with examples in the download area. Please note that you have to be logged in to get access to the download area.

Which measurement device is required for Filmgate linearization & density?

You need a transmitted light densitometer for Filmgate Linearizations, e.g. the X-Rite 341C. Are you interested in an individual offer? Then please feel free to contact us.

Are there any recommendations for the installation and use of ColorGATE software solutions on high-performance PCs?

You can find detailed information on configuration and equipment in our ColorGATE Techblog.

Do I need a separate driver for the Epson SpectroProofer?

No, a separate driver is not required. When installing the printer, you can decide whether a SpectroProofer is available for the Epson printer. This measurement device will then appear in the list of supported measurement devices for various measurements.

My Printer is connected via SCSI. Is this supported?

Since we do not support Winows XP anymore, SCSI is also not supported. The necessary ASPI layer for SCSI is only supported by Adaptec up to Windows XP. If you are using a printer with a SCSI connection, e.g. Seiko ColorPainter SIIT IP-6600, ColorGATE advises against updating to a Windows version newer than Windows XP, as SCSI support is no longer guaranteed.

SALES PARTNER

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

Information about the ColorGATE sales partner program can be found here. ColorGATE offers sales partners, among other things, attractive conditions, in-depth training, support and assistance at trade shows and with marketing activities.

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

To get access to the sales partner area, you must be registered in our service & support area. After successful registration, you will receive access to price lists, marketing materials, videos, podcasts and presentations, among other things.

Where do I find current prices?

As a registered partner you can find our current prices in the ColorGATE Shop.

Where do I find information about recent and upcoming trainings for sales partners?

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

 

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

If you as a sales partner offer ColorGATE products or present them at trade shows, please use our graphics, logos, product names, etc. only in accordance with the ColorGATE Design Guidelines.

Where do I find current presentations concering ColorGATE solutions?

Sales partners can find current presentations on various ColorGATE solutions here. In addition, you can also find the basic template for the current presentations here, which you can also use for your own ColorGATE-related presentations.

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

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

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. If you need further materials, we will be happy to help you. Simply contact us.