Joe, thanks for the excellent suggestions. I'll check things out and also try to work things out with Kodak.  :cool:

Quote from: Joe on June 09, 2010, 10:16:11 PMOn the Acrobat issue...Are you sure Prinergy 5.1 is compatible with XP. I'm running workshop with the plugins installed in Acrobat 9 on Windows 7 and it all seems to be running OK.

I think for some reason Kodak doesn't believe there is anything wrong with the NIC. Do they have remote access available on your Matchprint PC just like they do for the Prinergy server? Was that PC supplied by Kodak?

Spending time on the phone for tech support is something that comes with the territory. Hours at a time seems a bit excessive though.

Prinergy 5.1 is compatible with XP and the pc meets the hardware requirements as well.

The matchprint pc was supplied by Kodak and it has remote access. (Kodak originally didn't think the nic was bad on the prinergy server last year either but it was.) Even though kodak has remote access enabled our tech had to provide screenshots of error messages. He was also asked to put in a static ip address when kodak already did so when it was set up. Just like last year, on the prinergy server, he was told to restart until we are up and running.  Our tech has kept everyone informed.

The matchprint proofer client software residing on the matchprint computer starts up with a red X stating that its disconnected. It is the same disconnect message we see on the mac and pc workstations. Nothing proofs.

Quote from: hotmetal on June 09, 2010, 10:53:25 PMgood thread here tonight, Joe is my networking hero, he not only knows his stuff, but he also writes very well

......... The Great Yellow Father has been a difficult supplier of needed materials and technology for a very, very long time, long before Postscript ever reared its ugly little head...

I agree that Joe knows his stuff....... a kodak manager recently indicated that with our senior tech working with the response center that support would improve......

Acrobat won't launch with the plug-ins installed. XP updated through Service Pack 3. Acrobat fully updated. We have not tried a new account with admin privileges. We ran the "Repair Acrobat" under the Help menu in Acrobat. We looked for help on ecentral but found none.

My understanding is that Kodak is required AND SHOULD WANT TO WORK ON AND REPLACE FAILING PARTS FOR ALL CUSTOMERS especially those with a service agreement. I have no idea why kodak hasn't replaced a $20 part.

My tech doesn't understand why he has to spend hours on the phone when they are supposed to be able to dial in online, diagnose, and fix problems. He says he doesn't have that kind of time - he really doesn't - especially when the problems are not resolved. This response center has increased downtime by deleting workshop, failing to solve problems and doesn't welcome helpful suggestions in solving the problem.

Kodak service brochure:
...backed by the unrivalled expertise of Kodak's extensive service team. Your calls are given priority response to ensure prompt resolution and maximize uptime.

I'm all for prompt resolution and maximizing uptime. :cool:

The pc crashing acrobat is different than the matchprint computer.

Workshop was reinstalled on that pc, operating system is windows xp with acrobat 9.

With a Kodak service agreement it is up to kodak to replace parts. The nic has not been replaced. The event viewer says 'your computer's network interface card or driver is not functioning correctly.'

Quote from: digital@sig-1.com on May 27, 2010, 08:05:26 AMUnfortunately, with Kodak, you have to stay on them. I had a Preps issue for 6 months that just got resolved. It involved me getting a bunch of free shit, so obviously they didn't want to just hand it over. Post your displeasure on the GUA forums. They will take note of that and expedite your case.

That's great you got a solution. :smiley:   We still have unresolved problems. :sad:

Quote from: Farabomb on May 27, 2010, 09:19:27 AMThe 4th Fuji guy just left. Everything is ok processor wise. The night crew ran all night on the same plate. Instead of changing it out as soon as it went "blind" they cleaned it as per the instructions given when we first had the issue. Day guy is still bitching about the plates and how they suck.  :rolleyes:

At least the night crew is happy.  :smiley:   The unresolved problems we have no one can work around or solve. :sad:

After 3 weeks a Kodak field engineer reinstalled workshop with pc. Unfortunately, reinstalling workshop with preps on the macs solve the prinergy plugin problem on the macs but not the pc. The recurring down since march on the matchprint computer continues.....log files fail to solve the problem again...... We are down most of the day, restarting as many times as it takes......  With a service agreement Kodak is supposed to replace parts, but none have been replaced yet.

Last year, at one point when Kodak techs failed to solve the problem a Kodak manager told me to do whatever I needed to do to get a solution. I assume he was trying to be helpful and really didn't know what else to do.  Kodak can never complain about customers asking for help on forums or anywhere else for that matter. We are just trying to get the job out the door on time......

Kodak makes no bones about monitoring forums, maybe they should spend less time monitoring forums and spend more time monitoring their own techs making sure they return calls and solve problems. Just a thought.......

If anyone has any suggestions on how solve the prinergy plugin problem crashing acrobat please let me know. No crashes without plugins.

Kodak response center deleted workshop with preps on the pc. When trying to reinstall it just hangs - no error messages.

No solution for the recurring down on the matchprint computer either.

Everything but solving the problem seems to matter. 

Any suggestions on what else I can do to get problems resolved?

Since upgrading to prinergy 5.1 we have experienced acrobat crashes with prinergy 5.1 plugins. We have a full service agreement with remote response times within hours and onsite the next day. Kodak managers explain that the kodak response center can dial in and fix most problems quickly and easily.
 
One of our prepress techs (a prepress veteran with over 20 years knowledge and experience belonging to national professional associations) placed a call to the kodak response center and their tech decided to delete workshop through a webex on 5/7/10. When he could not reinstall he blamed our administrator passwords, then our security settings and asked us to completely disable. Our tech explained that all our programs have been installed successfully with our administrator passwords and security settings in place. Our tech then put in an escalation request to get workshop reinstalled  from a field engineer - which successfully installed workshop on this computer in the first place several years ago without any problems - and got no response.
 
Our tech heard back from the kodak response center 5/17/10 asking for another webex. He  agreed to let him try again and received the webex info 5/20/10. Kodak tech failed again and then blamed our pc hardware. Our tech explained there is nothing wrong with the hardware and requested that kodak come onsite to reinstall. The kodak tech then argued with our tech and said we would be billed for coming onsite if kodak had trouble!
 
Our district manager called 5/21/10 stating that since according to the kodak response center our pc hardware is the problem we would be charged for the trip if kodak had trouble reinstalling workshop.
 
Basically, our view is that since kodak deleted workshop kodak should INSIST on reinstalling it along with resolving the problem with the kodak prinergy plug ins but clearly that is not the case. 
 
 
In another case our matchprint computer is experiencing a recurring downs in the form of a loss of connection. We tried chkdsk and restarts on our own in march but the problem has continued to happen every few weeks. There have been 2 calls placed to the kodak response center and they have insisted that getting their log files reviewed would provide a solution but we have never heard back with a solution in either case. The last one being 5/11/10.
 
The response center complained in an email that when our tech made suggestions like "replace parts as needed"  that was antagonistic and then used his helpful suggestion as an excuse for failing solving the problem. Apparently it doesn't matter that recurring downs interfere with getting jobs done.
 
The response center also stated that our tech was uncooperative, for example our tech did not put in the ip address for the matchprint computer when asked - our tech explained he couldn't because kodak already did so when it was set up as this is a requirement. Shouldn't the kodak response center already know this?
 
Last year we had the same problem with with prinergy dell server – recurring loss of connection. Kodak checked log files, our electric, our network, ip addresses but failed to solve the problem after a month. I contacted Dell and the Dell Tech explained these were symptoms of nic (network interface card) failure and it needs to be replaced. The Dell tech also explained that he did not use log files because they can be misleading and unreliable. I explained this to Kodak and about 2 months after I opened the first case a Dell technician came in and replaced the nic board located on the motherboard on the prinergy dell server and the recurring loss of connection stopped.
 
Dell, HP, Epson, Xerox, Canon, Heidelberg and others all replace parts quickly for intermittent ongoing problems - without the use of log files. Why is this an acceptable excuse for kodak techs for not solving the problem?
 
Our tech kept detailed case notes and emails. Does kodak ever look at results?
 
i kid you not, this is all unbelievable to us! Any helpful suggestions would be appreciated.
 

As it turns out it wasn't a simple solution but I will post it anyway. Xerox techs tried reloading software then it stopped scanning 2 weeks later. Then they ended up replacing all of the fiery rip parts but the hard drive. Our district service manager was very responsive and helpful in getting the problem resolved asap!  :cool:

The scanning function stopped working on the Xerox 700. Anyone have this problem, if so what was the solution?

We have a Creo or Kodak platesetter and have had 2 hardware problems first diagnosed by the experts in the Creodak response center as software problems.  Other printers then accurately diagnosed the problem - the last one being Beermonster last month. Field engineers later disagreed with the experts - basically agreeing with Beermonster. It takes a major effort to get parts replaced. I have no idea why.........


The Presstek Compass looks like a Magnus to me - expect the same support:
http://graphics.kodak.com/US/en/Product/computer_to_plate/4_Page_CTP/default.htm

http://www.presstek.com/products-ctp-compass.htm

Quote from: beermonster on February 18, 2010, 04:55:17 AMhello sammie and welcome

in prinergy can you preview the artwork/sheet layouts? does it show up in prinergy? if it DOES it isnt a plate issue

if it doesnt then its possibly a laser issue - but first you need to narrow down where the fault lies

It was the laser.  The Kodak response center first diagnosed it as a software problem. It took a lot of calls to Kodak to get the same solution. One post here and I got a solution. You rock! :cool:

Does anyone use the RGB conversion settings in Prinergy successfully? If so, please share info.
thanks!

The preview in Prinergy is ok even on the virtual proof. Also, the missing images move around the plate from one plate to the next.

Are these the symptoms of a laser problem?

As the kodak thermal direct plate comes out (landscape) of the trendsetter there is a 1" missing image bar/band down the middle and 3" missing image bar/band down the right side top to bottom on every size plate. We tried different batches of plates but the same bar/band shows up on all plates. Prinergy is the rip. Any ideas on what is causing this and what the solution would be?