dazu ein etwas längerer mailverkehr mit der Fa. Quark:
Dear Ritu,
I don´t really know what your problems are with your database. I installed several XPress and registered them online. I send you a scan of the Validation Code which is inside the Amaray Box.
- validation code: Yes, we are still facing the same problems because we didn´t get any information from your side how to solve this problem. Contact our IT-Manager, Christian Gehr
(christian.gehr@herold.at) if you have any suggestions how to solve this problem.
- We can make pdfs our ps-files out of Xpress - unless we don´t use the font Euro Sans Bold.
- This problem occures with any document using Euro Sans Bold. I checked the font with "Font Doctor" from Extensis and the result: no problems.
- We are using OS X and therefore we don´t have Simple Text (which is OS 9). I send you a pdf from TextEdit with Euro Sans Bold.
- Status: see screenshot "usage_xpress".
- Yes, we are working with data in our network. But we also face this problem when creating a file on the local harddrive.
- We are using the OS postcript driver which should be the latest and we are using the latest ppd from Canon for the CLC3200.
- It´s Type 1 Postscript (see screenshot usage_xpress)
- We use Suitcase and Suitcase Server (and I´m the Serveradmin).
- Updated PPD Manager - same as before.
- As mentioned above we are using Extensis Suitcase Server and useres aren´t allowed to install fonts on their local harddrive. All fonts are provided by a server and therefore in a cache.
I hope you understand all my answers cause I´m not really used to discuss technical stuff in english.
>>> European Tech Support
<eurotechsupp@quark.co.in> - 13.10.2004 13:44 Uhr >>>
Dear Gunther,
Thank you for contacting Quark Technical Support.
Gunther, I checked in my database but the serial number provided by you is not registered at our end. Could you please provide me your other serial number so that I could register this copy of QuarkXPress into the same id.
Are you still facing any problems with the validation code.
I would like to have some more information in order to get into the root of the problem
* Are you able to make pdf correctly from QuarkXPress?
* Are you facing this problem with all the documents or some specific documents (like legacy documents)?
* Are you able to print those fonts from other applications? Please try to use the above fonts specifically in Simple Text, Word, etc.
* What is the status of the font that you see in Utilities > Usage > Fonts?
* What workflow are you employing? Are you working across the network?
* Are you using latest postscript printer driver and PPD file for your printer?
* What is the font format like Postscript or True Type?
* Are you using any font management utility?
In case you are using the latest version of printer driver and PPD, I suggest you to check whether QuarkXPress is able to access the PPD on your system. You can check this by launching QuarkXPress and going to the Utilities - PPD Manager.
If the PPD(compatible with your printer) appears in the PPD Manager, I suggest you perform the update by clicking the Update button in the PPD Manager window. Does the problem still persist?
In the mean time I would suggest you to please check if the specific font is available at the below given locations or not
QuarkXPress accesses the fonts from the following locations on a MAC
1. Users/[user name]/Library/Fonts
2. Library/Fonts
3. Network/Library/Fonts
4. System/Library/Fonts
5. System Folder/Fonts
6. Font Management Utility
Have a nice day!
Warm Regards,
Ritu
Quark Technical Support
**If you reply to this email please keep the contents of email intact**
-----Original Message-----
From: Gunther Gamsjaeger
Sent: Tuesday, October 12, 2004 3:46 PM
To: European Tech Support
Subject: Fwd: RE: online email support request
As quick as expected I get no response from Quak!
1.: Again a screenshot of a registered Quark XPress 6.1.
2.: Why can I "work", or let me say try to do my work, with XPress, when I´m using an unregistered copy in our company? Since XPress 6 you have to register your copy online - which I did with 8 other copies - about a month ago. But maybe your database isn´t updated that often (maybe you need more time to do some things - like bringing up a new quark online forum which is down since August 2003!!!!!).
3.: For months I complanied about wrong validation codes - with no response from your side. So I asked our chef of IT to contact you - but - no wonder for me - without any results.
From: European Tech Support
<eurotechsupp@quark.co.in> TO: Gunther Gamsjaeger
CC:
Date: Tue Oct 05, 2004 09:51:22 AM CEST
Subject: RE: online email support request
Hello,
Thank you for contacting Quark Technical Support.
Quark policies for online support require that your product be registered, and that you have a valid support plan in place before we can provide you with technical support. I checked our database and given serial number is not registered.
The serial number in your message is not registered with Quark. You can call Quark Customer Services (800-1787-8275 [toll free] or +41-32-720-1414) to register. Registering your product makes you eligible for some free warranty support by either phone or e-mail.
Once you are registered, I will provide you with the link that you need in order to download the Xtension that goes with QuarkXPress 6.0. Also, you can get support by calling Quark Technical Support (800-1787-8275), or by submitting another support request through our Web site.
Have a nice day!
Warm Regards,
Ritu
Quark Technical Support
**If you reply to this email please keep the contents of email intact**
-----Original Message-----
From: Gunther Gamsjaeger
Sent: Monday, October 04, 2004 10:19 AM
To: European Tech Support
Subject: RE: online email support request
See serial attachet as screenshot.
I thought the HG of Quark is in Switzerland and therefore I thought, that you understand German.
My question is: Why is it in QuarkXPress NOT possible to print out documents with the font "Euro Sans Bold" (Canon CLC 3200 or even writing a ps-file); Adobe Indesign has NO problems at all with this font.
Gunther Gamsjäger
On Friday, October 01, 2004, at 10:32PM, European Tech Support
<eurotechsupp@quark.co.in> wrote:
>Hello,
>
>Thank you for contacting Quark Technical Support.
>
>Quark policies for online support require that your product be
>registered, and that you have a valid support plan in place before we
>can provide you with technical support.
>
>Since you did not include a serial number in your message, we were
>unable to determine if your product has been registered, and if you
>have a valid support plan.
>
>Macintosh
>*************
>To find your serial number, with QuarkXPress running on Mac, hold down
>the Option key and select About QuarkXPress from the Apple menu
>(QuarkXPress menu in case of QuarkXPress 6.0) . A window called
"QuarkXPress Environment"
>will open. The third item on the left in the QuarkXPress Environment
>window should be the serial number.
>
>Could you please write your email in English or French because our
>Technical Support is limited these given languages.
>
>Have a nice day!
>
>Warm Regards,
>Ritu
>Quark Technical Support
>
>**If you reply to this email please keep the contents of email intact**
>
>________________________________
>
>From:
>Sent: Friday, October 01, 2004 12:13 PM
>To:
techsupp@quark.co.in >Subject: online email support request
>
>
>Gunther Gamsjäger submitted the following online support request.
>
>Serial Number: lköjsadfjjpksdjpisdfkjsdjkpo
>Product: XPress 6.1
>Operating System: 10.3.2_later
>Description: Dokumente mit dfer Schrift Euro Sans Bold können nicht
>ausgedruckt werden
>
>
Gunther Gamsjaeger