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White Master
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Copyright 2009 Adobe Systems Incorporated. All rights reserved. Adobe confidential. 1
Color Management
System - Scenarios
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Topics Covered
Topics that will be covered are:
Categorize issues.
Troubleshooting & Resources
Keywords by which we are going to look for the answers.
Discussion on some of the issues we face on calls.
Role plays for practical practice.
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Categorize Issue
How can we categorize anissue on call?
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Categorize Issue
First & the most importing think that we need to do on calls is to
identify what is the issue that is the customer calling us for:
Does he needs our help in how to use the application?
Does he need our help in fixing the application?
Whether is he not able to use that particular feature/tool?
No matter how many calls we get, all of them land under one of
the above mentioned scenarios.
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Categorize Issue
The best way to categorize issue is by Summarizing & Paraphrasing the customersissue back to the customer to check if we have understood the issue correctly or not.
After paraphrasing the customers issue, it is the best to Reproduce the same issue on ourmachine to check if the customer is actually doing the job correctly or not.
Another thing that helps in identifying the issue is by asking Probing Questions.
Probing Questions help us in understanding the customers concern & also, determining
the next step to be taken.
If make it a habit of asking appropriate probing questions it will certainly make out job mucheasier thus helping us in fixing the customers issue.
After asking the appropriate probing questions, we must identify the Keywords inside the
answers given the customer to our probing questions.
These keywords help us in searching for a resolution from our resources.
Note:Identifying keywords is the key to success.
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Resources
What are the different resources that wehave while we are on a call with some
Printing or Color Management issue?
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Resources
IKBS If there is any troubleshooting that needs to be done.
Help Files If the customer wants to use the color settings.
Adobe.com To download different color profile & other related material.
Product itself To reproduce the issue at our end.
Adobe Forums Checking if there is any known issue.
Adobe Labs If there is any patch or update suppose to be released.
Case Note Search If anyone have dealt with this sort of an issue.
Third Party Search Engine If nothing else is able to resolve the issue.
Senior Agent After exhausting all the available resources.
Note: Make sure that we do not provide the customer with any untested solution without theconsent of our Supervisor.
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Identifying Keywords
How can we identify Keywordsfrom the customers statement?
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Identify Keywords
The best way of identifying keywords from the customers statement are:
Active Listening
Rephrasing
Asking for the error message
Knowing which product is the customer using
Asking for the workflow
Note down the words which are related to the product.
Identifying the main concepts in the statement.
Have a good product knowledge.
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Exercise
Customers issue:
Before continuing on to the next page, pen down the information for the followingquestions:
What keywords would you use to search for information?
Where would you look for the answers?
I am unable to print from my Photoshop CS4.
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Compare Your Answers
Customers Statement:
I am unable to print from my PhotoshopCS4
Question: Keywords that we will use to search for the information?
Answer: Print Photoshop or Printing Problem Photoshop
Question : Where will we look for answer?
Answer : IKBS, Forums, Product.
By this exercise you must have got the information as to how can we get thekeywords from the customers statement & where do we need to search for
with the keywords indentified.
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Most Commonly used Probing Questions
For most customers issue in regards to Color Management or Printing, we need to make
sure that we get the answers for all the relevant questions mentioned below:
Which Adobe application are you using when you are trying to print?
Have you calibrated your monitor?
What profile is imbedded in the image?
What is printer make and model, and printer driver version (and if its the most recent
version)?
Did it ever print correctly from this printer?
Have you checked your Ink? How much Ink do you have remaining?Have tried printing from a non-color management application?
What version of Operating System and Photoshop are you using?
Have you chosen to let the Printer or Photoshop manage the colors?
What is your working color space?
What do images look like on screen?
Did you try printing by selecting Photoshop Manages Colors to see if that prints images
with the same results?
Did you turn off color management inside the printer driver (if Photoshop manages color
only)?
Did you choose the printer profile that is appropriate for the printer, paper type, and ink?
Have you tried printing a solid color image from Photoshop?
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Probing Questions Summary
The reason why we ask so many questions to the customer is to identify
the possibilities & narrowing down the issue.
In regards to Color Management & Printing issues, we need to identifywhether the issue is:
Product Specific
File Specific Printer Specific Monitor Specific
If we identify that the issue is specific to our product, then we can trysearching for a resolution in IKBS & troubleshoot the issue accordingly.
If the issue lie under the rest of the three categories, try to help thecustomer with other profiles & then ask the customer to consult therespective manufacturer.
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Scenario 1
Customer: When I open my images in Photoshop, all of them have a magentatint.
Before continuing on to the next page, pen down the information for thefollowing questions:
What all probing questions would you ask?
What keywords would you use to search for information?
Where would you look for the answers?
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Probing Questions
What version of Operating System and Photoshop are you using?
Have you tried opening the same image on any other application?
What profile is imbedded in the image?
What is your working color space?
Is it happening with all the files?
Any specific format with which you are facing this issue?
Have you tried creating a new file, filling it with blue solid color & how does it look like?
Have you tried opening the same file on a different system?
Have you calibrated your monitor?
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Compare Your Answers
Customers Statement:
When I open my images in Photoshop, all of them have a magenta tint.
Question: Keywords that we will use to search for the information?
Answer: Color Management Photoshop
Question : Where will we look for answer?
Answer : Photoshop Online Help, Forums, Product
Useful Documents-
Understanding Color -Photoshop CS5 Help>Color Fundamentals>AboutColor>Understanding Color
Color ModesPhotoshop CS5 Help>Color Fundamentals>Color Modes
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Scenario 2
Customer: When I try to print from Photoshop, it has a red cast.
Before continuing on to the next page, pen down the information for thefollowing questions:
What all probing questions would you ask?
What keywords would you use to search for information?
Where would you look for the answers?
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Probing Questions
Have you calibrated your monitor?
What profile is imbedded in the image?
What is printer make and model, and printer driver version (and if its the most recent
version)?
Did it ever print correctly from this printer?
Have you checked your Ink? How much Ink do you have remaining?
Have tried printing from a non-color management application?
What version of Operating System and Photoshop are you using?
Have you chosen to let the Printer or Photoshop manage the colors?What is your working color space?
What do images look like on screen?
Did you try printing by selecting Photoshop Manages Colors to see if that prints images
with the same results?
Did you turn off color management inside the printer driver (if Photoshop manages color
only)?Did you choose the printer profile that is appropriate for the printer, paper type, and ink?
Have you tried printing a solid color image from Photoshop?
Did you try printing from another printer?
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Compare Your Answers
Customers Statement:
When I try to print from Photoshop, it has a red cast.
Question : Keywords that we will use to search for the information?
Answer : Print issue Photoshop or Color Cast
Question : Where will we look for answer?
Answer : IKBS, Photoshop Online Help, Forums.
Useful Documents-
Common Print issues and Troubleshooting techniques - cpsid_84285
Images printed to an Epson Stylus printer are too dark or have a magenta or greencolor castkb400878
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Scenario 3
Customer: When I open Lightroom, all my images are grey.
Before continuing on to the next page, pen down the information for thefollowing questions:
What all probing questions would you ask?
What keywords would you use to search for information?
Where would you look for the answers?
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Probing Questions
What do you mean by the images are grey? Are you unable to see the previews?
What is workflow that you are following?
What profile is imbedded in the image?
What version of Operating System and Lightroom are you using?
What is your working color space?
How is the result when you are trying to open the same image in any other application?
Is there any specific file format that is causing such an issue?
Have you calibrated your monitor?
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Compare Your Answers
Customers Statement:When I open Lightroom, all my images are grey.
Question : Keywords that we will use to search for the information?
Answer : Grey Photos Lightroom
Question : Where will we look for answer?
Answer : IKBS, Forums, Lightroom Online Help
Useful Documents-
Photos are black or gray in Adobe Photoshop Lightroomkb402376
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Scenario 4
Customer: I do not have No Color Management option in the print dialog box ofPhotoshop CS5.
Before continuing on to the next page, pen down the information for thefollowing questions:
What keywords would you use to search for information?
Where would you look for the answers?
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Compare Your Answers
Customers Statement:
I do not have No Color Management option in the print dialog box ofPhotoshop CS5.
Question : Keywords that we will use to search for the information?
Answer : No Color Management Photoshop
Question : Where will we look for answer?
Answer : IKBS, Forums.
Useful Documents-
No Color Management option is gone when printing in Photoshop CS5cpsid_83497
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Important Information
The option for No Color Management is no longer listed in the Color Handling pop-up
menu in the Photoshop CS5 Print dialog box.
What we basically need to do in this case is, make sure that the customer is selecting
the option of Printer Manages Color in the print dialog box & they do disable the
Color Management option from their printer driver.
How to perform the steps to disable the Color Management option from the printer
driver, go through the below mentioned link:
http://kb2.stage.adobe.com/cps/834/cpsid_83497.html
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Copyright 2009 Adobe Systems Incorporated. All rights reserved. Adobe confidential. 26
Scenario 5
Customer: The images look different in the different applications of Adobe
Before continuing on to the next page, pen down the information for thefollowing questions:
What all probing questions would you ask?
What keywords would you use to search for information?
Where would you look for the answers?
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Compare Your Answers
Customers Statement:The images look different in the different applications of Adobe
Question : Keywords that we will use to search for the information?
Answer : Creative suite color settings
Question : Where will we look for answer?
Answer : IKBS, Help Files
Useful Documents-
Cpsid_51164shows a video to deploy the same settings.
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Probing Questions
What are the different applications that you are using?
What are the color settings in the different applications that you are using?
Are you using a suite or the point products?
How is the result if you open the same image in another application apart from Adobe?
What profile is imbedded in the image?
What version of Operating System are you using?
What is your working color space?
Have you tried opening the same file in bridge and what is the result?
Have you calibrated your monitor?
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Important Information
Tell the customer in order to get the same color settings in all the Adobe Applications, he
needs to synchronize the color settings from bridge which can be reflected in all
applications.
To do so, in Bridge go to Edit> Creative Suite Color Settings and synchronize the
settings by choosing the different available profiles.
Also educate the customer that they can create the customized working space profiles
for the different applications or for the entire suite.
Cpsid_ 52512 can be used to deploy the custom color settings file(CSF) in the system.
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Scenario 6
Customer: The printouts do not have the proper saturation and contrast that Iam looking on the screen
Before continuing on to the next page, pen down the information for thefollowing questions:
What all probing questions would you ask?
What keywords would you use to search for information?
Where would you look for the answers?
C
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Compare Your Answers
Customers Statement:The printouts do not have the proper saturation and contrast that I am looking
on the screen
Question : Keywords that we will use to search for the information?
Answer : Troubleshooting printing issues, Color management
Question : Where will we look for answer?
Answer : IKBS, Help Files
Useful Documents-
Cpsid_51164shows a video to deploy the same settings.
P bi Q i
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Probing Questions
What profile is imbedded in the image?
What is your working color space?
How is the result when you are trying to open the same image in any other application?
Is there any specific file format that is causing such an issue?
Have you calibrated your monitor?
What is the make and model of your printer?
Have you tried taking the print by choosing Photoshop manage colors or Printer
manage colors?
Have you turned off the color management in printer settings when choosing Photoshop
manage colors in Photoshop?
I I f i
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Important Information
Tell the customer that Photoshop has the feature in the print window that can be utilized
for taking the print keeping focus on saturation.
To do so, in the print window for Photoshop, choose Saturation in the Rendering Intent
drop down menu.
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Thank You