Hi -
I just downloaded the program today and have been loving it, but had a horrible experience with chat customer service who told me it's not possible to print the colors I designed. I'm running Mac OS Sierra on a 2012 Macbook Pro.
Here's the issue:
I have a file that is exporting perfectly except for one page, which is exporting black text instead of the aqua text that shows when indesign is open. Any ideas on why this would happen? I've tried changing output settings to no profile.
I would also like to export my PDF as CMYK instead of RGB. Is it possible? The original is to the right, and the print ouput is to the left, smaller.
Here is the chat transcript so you can see what I tried:
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info: You are now chatting with Yadwinder Sidhu.
Please don’t close the chat window or browser tab since it will end our chat session.
Yadwinder Sidhu: Hello. Welcome to Adobe Technical Support.
Yadwinder Sidhu: Please allow me 3-4 minutes while I review your issue.
kellie lin knott: thank you
kellie lin knott: Your file was successfully uploaded: flip__W166_QT91641683_kellie_knott (1).pdf.
kellie lin knott: here is the pdf - upper right hand corner is showing black text
kellie lin knott: it should be aqua green, like in this screenshot
Yadwinder Sidhu: May i know the version of Indesign?
kellie lin knott: Your file was successfully uploaded: Screen Shot 2016-12-06 at 6.43.18 PM.png.
kellie lin knott: i downloaded it today - i am using the creative suite
kellie lin knott: the online version
Yadwinder Sidhu: ok
kellie lin knott: thank you
Yadwinder Sidhu: Are you using windows or mac?
kellie lin knott: mac
Yadwinder Sidhu: File>export>save , then a box will open, click on output on the left side and click on color converstion as "No color conversion " and same with profile as dont include profile and export it.
kellie lin knott: Your file was successfully uploaded: Screen Shot 2016-12-06 at 6.49.29 PM.png.
kellie lin knott: can't change for profile
Yadwinder Sidhu: let me check.
kellie lin knott: I was able to do it, but the print out still shows black instead of the aqua
kellie lin knott: hmmmm
Yadwinder Sidhu: allow me 2-3 minutes to check it.
kellie lin knott: ok, thank you
Yadwinder Sidhu: You are welcome.
kellie lin knott: let me know if you want to try a screenshare
Yadwinder Sidhu: Please close your personal files/folders before sharing the screen.
kellie lin knott: ok
Yadwinder Sidhu: Please click here
kellie lin knott: Your file was successfully uploaded: flip__W166_QT91641683_kellie_knott (1).indd.
Yadwinder Sidhu: let me check
kellie lin knott: Your file was successfully uploaded: flip__W166_QT91641683_kellie_knott (1).indd.
Yadwinder Sidhu: thanks
kellie lin knott: ok
Yadwinder Sidhu: .
kellie lin knott: thank you
Yadwinder Sidhu: you are welcome.
Yadwinder Sidhu: can you package the file and send it to me?
kellie lin knott: do you mean save it as a zip file?
Yadwinder Sidhu: File > package.
kellie lin knott: Your file was successfully uploaded: flip__W166_QT91641683_kellie_knott (1).indd.
Yadwinder Sidhu: let me check. allow me 3-4 minutes
kellie lin knott: thank you
Yadwinder Sidhu: You are welcome.
Yadwinder Sidhu: can you show the text color which is changing?
kellie lin knott: Your file was successfully uploaded: Screen Shot 2016-12-06 at 7.12.58 PM.png.
kellie lin knott: this aqua is turning to black when printed
Yadwinder Sidhu: can you show it, i have the remote.
Yadwinder Sidhu: It is black on my end in Indesign file
kellie lin knott: on my end it is aqua
kellie lin knott: not black
kellie lin knott: can you see it here? when i enlarge it?
kellie lin knott: it's not black
Yadwinder Sidhu: Yes i see it but i see the black text on my side in Indesign file.
kellie lin knott: ok
kellie lin knott: any other ideas?
Yadwinder Sidhu: Sorry the file appears to be normal on my side.
kellie lin knott: ok, so I purchased a faulty product today when I bought this software?
kellie lin knott: it's not possible to print this color that I need, correct?
kellie lin knott: is there anyone else that can take a look?
kellie lin knott: this is not really acceptable for a professional product.
kellie lin knott: i appreciate your help but it's not acceptable that the file can't be printed as designed.
info: Your chat transcript will be sent to kellielinknott@gmail.com at the end of your chat.
Yadwinder Sidhu: it is not a product issue, it is an issue with the file.
kellie lin knott: you just told me the file was normal.
kellie lin knott: I will troubleshoot on my own from here. Let's please discontinue the chat.
kellie lin knott: thank you for trying.
kellie lin knott: can you please disconnect from my computer now?
Yadwinder Sidhu: i told you the file appears to be normal on my side as the text is black
Yadwinder Sidhu: on your side you are saying it is blue, it is not an issue with the program but the file.
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