Re: i1 Profiler (X-Rite support?)
Re: i1 Profiler (X-Rite support?)
- Subject: Re: i1 Profiler (X-Rite support?)
- From: Tom Lianza <email@hidden>
- Date: Fri, 11 May 2012 11:36:13 -0400
- Thread-topic: i1 Profiler (X-Rite support?)
Hi guys,
As someone who works closely with the teams in this area I can say that we
get the reports, but it is rare that we get enough information to actually
debug a specific failure. There are three windows operating systems, each
with a 64 bit version and 32 bit version. When someone says they had a
crash during profiling on a dual display system, we need all the information
including the Display Driver information and all the basic configuration
information as well. Even with that information, we probably can't recreate
the crash because we don't know the other software you may have running.
Keep in mind that there are tens of thousands dual display systems out that
are working, so your particular problem is probably configuration related.
Hardware crashes are nearly impossible to cure in the field. Recently, my
2006 Mac Pro started to crash. I spent hours searching for the cause and
it finally came down to an obsolete piece of VPN software that started at
boot time.
Supporting multiple operating systems is a nightmare. Anything that involves
a video card or video driver is a real problem. If you are having a video
issue with our software under Vista, please make sure that you have upgraded
to the latest video drivers. Vista was a particularly unstable environment
through out it's short life.
On the other hand, crashing with PM5 targets re-measured in i1P should be a
solvable problem if we have the proper data. We are working very hard at
improving our customer response efforts, but the complexity and diversities
of the systems we are running on makes this a real challenge.
Regards,
Tom Lianza
On 5/11/12 10:38 AM, "Robert Rock" <email@hidden> wrote:
> Jeff,
> I have found that once I've worked with an individual at X-Rite, I hang on
> to their email address for future reference and use. When I contact them
> directly again in the future, assuming they still work there, I usually get
> instant answers, as opposed to contacting their main support address. My
> most recent issue has been with regard to my i1io Scanning Table. Michelle
> Hamm was very helpful. I don't know if she can help you on your particular
> issue, but you might try her. Even if she refers you over to someone else,
> the result might be quicker than going through normal channels. Her address
> is: email@hidden
> I hope that she doesn't mind me passing on her contact info. Be nice to her.
>
> Regards,
> Bob
>
> -----Original Message-----
> From: colorsync-users-bounces+rock=email@hidden
> [mailto:colorsync-users-bounces+rock=email@hidden] On Behalf
> Of Jeffrey Cunningham
> Sent: Friday, May 11, 2012 10:19 AM
> To: email@hidden
> Subject: Re: i1 Profiler (X-Rite support?)
>
> Are others out there getting satisfactory support from X-Rite? If so, how?
> If not, is this or the Luminous Landscape forum the best place to go for
> help? I'm having multiple issues from crashing during dual-display
> profiling on Vista to crashing during profiling with PM5 targets
> (re-measured in i1P). If I'm lucky, I get a reply from X-Rite tech support
> asking for more information (data files, logs, etc.), but then I never hear
> from them again. When I run into a problem, I just revert back to PM5, so
> I'm never dead in the water, but it does make it hard for me to recommend to
> partners. Is it just me?
>
> Jeff Cunningham
> ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
> Jeffrey Cunningham
>
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