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
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.
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 (firstname.lastname@example.org).
The official manufacturer's price for ColorGATE solutions can be found in the respective product in the configurator: Productionserver, Filmgate, Proofgate. 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 your ColorGATE Sales Partner.
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 email@example.com or fax it to +49 511 942 93 40.
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.
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.
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.
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 (firstname.lastname@example.org).
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.
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 web ticket.
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.
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.
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.
There are two 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. The license can be transferred so that it can be used on another computer if required.
- 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.
- 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).
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.
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 Account & Registration you will then find the item Product Registration. Please follow the instructions.
After successful product registration you will receive a confirmation e-mail. You will receive another e-mail as soon as your keyfile is available.
Please read the FAQ "How long is the delivery time of software?"
For software-based licenses (SHL-SW), you need an activation code when you first start the software.
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.
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.
While we recommend using our software-based licenses in an online environment, this might not always be possible. Software-based licenses can therefore be used offline, too. If you do decide for it, there are some things to keep in mind. You can find a detailled description in our Blog.
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.
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.
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.
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.
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 a valid Value Pack.
You will receive your access directly after user registration.
You can find our web ticket system in the Service and Support area: Registered users with a valid Value Pack can open a web ticket under the menu item Support > Web Support, which will be processed by our Professional Services Team. In addition, you can use the webticket system directly from the software.
You can find instructions on how to use the web ticket system on our tech blog.
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 (email@example.com).
In our Techblog you will find detailed instructions on how to create web tickets. In addition, the advantages of the ticket system are explained.
Click here to go directly to the web ticket system on the Service and Support Site (login required). Alternatively, you can use the web ticket system directly from the software.
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.
The function can be found in the software under Help -> Advanced Support Options -> Create Support Info File. Please note that the job must be marked before selecting the option. Alternatively, you can create a Support Info File by calling the web ticket system from within the software.
Further information can be found in our Techblog.
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:
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 ticket.
If the printer is not on this list feel free to contact us.
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.
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.
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.
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.
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.
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.
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.
In our Techblog you will find for each major version an article "Backup & Restore: Ensure a smooth transition from V xx to V yy" (e.g. this article for an upgrade to V23.10). It explains how to back up and then restore your software settings.
Since V23.10, you can also use the Setup Assistant to easily import the system configuration of an earlier version. How to do this is shown in this video.
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.
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.
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.
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.
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.
To get access to the sales partner area, you must be registered as partner in our Service & Support area. After successful registration, you will receive access to price lists, marketing materials, videos, podcasts and presentations, among other things.
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.