7 Replies Latest reply: Dec 14, 2011 7:46 AM by stonepier RSS

    Photoshop file not visible when opened.

    thomkreg

      Hello,

       

      I have a somewhat strange issue with opening a .psd file.

       

      The file consists of 3 layers, some created in illustrator and then painted in photoshop. The file opens and displays absolutely perfectly on my mac, however, when I send it to the clien they have reported back that when they open the file themselves, all they see is a blank image. Ive tried resaving and resending the file, but the problem still persists.

       

      Any help would be mssively appriciated as I'm on a tight deadline!

       

      Thanks again!

       

      Tom.

        • 1. Re: Photoshop file not visible when opened.
          Chris Cox Adobe Employee

          What application are they using to view the file?

          And can they open any other documents on their system?  Have they updated the video card drivers on their system (from the GPU maker, not Microsoft)?

          • 2. Re: Photoshop file not visible when opened.
            thomkreg Community Member

            They are opening it in Photoshop as well. As far as I am aware there are no other issues with opening documents The client is quite a big company so I'm assuming there are no issues with video cards.

             

            cheers

             

            tom

            • 3. Re: Photoshop file not visible when opened.
              Chris Cox Adobe Employee

              If they're not seeing the document - something is very wrong on their end.

               

              Are they using the same version of Photoshop, or maybe a much older version?

               

              Have they tried disabling OpenGL drawing (because GL driver bugs can lead to "blank" document windows)?

              • 4. Re: Photoshop file not visible when opened.
                thomkreg Community Member

                I've managed to sort out the visibility issue, but now they are reporting another!

                 

                The image I'm sending has been exported at 300dpi in A3 size. When I check the dimensions they are exactly what I see and the quality is perfect.

                When they are opening it their end, they say that image is 72dpi and all layers have been flattened.

                As the file is to be printed on clothing it obviously needs to be at a high dpi. I can't for the life of me figure out how the dpi they are seeing and the dpi I'm seeing are different?

                The image was originally hand drawn, scanned into manga studio, inked, and then exported as a photoshop file. I've since live traced the image and turned it into a vector, placed it into photoshop and then added a gradient. There should surely be no issues right?

                 

                Thanks for your help!

                 

                Tom.

                • 5. Re: Photoshop file not visible when opened.
                  Chris Cox Adobe Employee

                  >> When they are opening it their end, they say that image is 72dpi and all layers have been flattened.

                  That sounds like they might be opening the file in another image editor that doesn't understand layers or metadata.

                  What file format are you sending them?

                  • 6. Re: Photoshop file not visible when opened.
                    Community Member

                    Tom,

                     

                    Are you by any chance using Apple's Mail program to send the files?  If so, try making an archive of the files (zipping them) and send them a ".zip" file instead.  Alternatively, use a free service such as http://www.yousendit.com to transfer the files.

                     

                    Apple's Mail does all kind of things to image files, including downsizing them.

                     

                     

                    ____________

                    Wo Tai Lao Le

                    我太老了

                    • 7. Re: Photoshop file not visible when opened.
                      stonepier

                      Good advice for all Adobe products and all emails. I zip everything except PDFs. Takes two seconds and takes out any email variables.