A Guide to Troubleshooting - Planet Quark · quark, the quark affiliated companies and/or their licensors make no warranties, either express or implied, regarding the software, its

A Guide to Troubleshooting

ACKNOWLEDGMENTSQuark, Inc. acknowledges with gratitude the efforts and contributions of all the teammembers and departments involved in producing QuarkXPress™ software and docu-mentation, including: Technical Support, Document Production, Product Management,Technical Writers, Quality Assurance, and Research and Development.

This manual was produced using QuarkXPress Passport™ software.

This manual may not, in whole or in part, be copied, photocopied, reproduced, translated,or converted to any electronic or machine-readable form for distribution to anyone out-side the organization covered in your end user’s license agreement without prior writtenconsent of Quark Technology Partnership or its licensee, Quark, Inc.

Information in this document is subject to change without notice and does not representa commitment on the part of Quark Technology Partnership or its licensee, Quark, Inc.

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Acknowledgements

LEGAL NOTICES©1986–2000 by Quark Technology Partnership. All rights reserved.

©2000 Quark Technology Partnership as to the content and arrangement of this material.All rights reserved.

Quark, QuarkXPress, QuarkXTensions, XTensions and QuarkXPress Passport are trade-marks of Quark, Inc. and all applicable affiliated companies, Reg. U.S. Pat. & Tm. Off. andin many other countries. The Quark logo is a trademark of Quark, Inc. and all applicableaffiliated companies.

Microsoft is a registered trademarks of Microsoft Corporation.

All other trademarks are the properties of their respective owners.

APPLE DISCLAIMERThe following disclaimer is required by Apple Computer, Inc. It applies only to Applesoftware. All other software is covered by Quark’s limited warranty.

APPLE COMPUTER, INC. (“APPLE”) MAKES NO WARRANTIES, EXPRESS ORIMPLIED, INCLUDING WITHOUT LIMITATION THE IMPLIED WARRANTIES OFMERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, REGARDINGTHE APPLE SOFTWARE. APPLE DOES NOT WARRANT, GUARANTEE OR MAKEANY REPRESENTATIONS REGARDING THE USE OR THE RESULTS OF THE USEOF THE APPLE SOFTWARE IN TERMS OF ITS CORRECTNESS, ACCURACY, RELIA-BILITY, CURRENTNESS OR OTHERWISE. THE ENTIRE RISK AS TO THE RESULTSAND PERFORMANCE OF THE APPLE SOFTWARE IS ASSUMED BY YOU. THEEXCLUSION OF IMPLIED WARRANTIES IS NOT PERMITTED BY SOME STATES.THE ABOVE EXCLUSION MAY NOT APPLY TO YOU.

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Legal Notices

QUARK, THE QUARK AFFILIATED COMPANIES AND/OR THEIR LICENSORSMAKE NO WARRANTIES, EITHER EXPRESS OR IMPLIED, REGARDING THESOFTWARE, ITS MERCHANTABILITY, OR ITS FITNESS FOR A PARTICULAR PUR-POSE. QUARK, THE QUARK AFFILIATED COMPANIES AND THEIR LICENSORSDISCLAIM ALL WARRANTIES RELATING TO THE SOFTWARE. ALL OTHER WAR-RANTIES AND CONDITIONS, WHETHER EXPRESS, IMPLIED, OR COLLATERAL, ANDWHETHER MADE BY THE DISTRIBUTORS, RETAILERS OR DEVELOPERS OF THESOFTWARE ARE DISCLAIMED BY QUARK., THE QUARK AFFILIATED COMPANIESAND THEIR LICENSORS, INCLUDING WITHOUT LIMITATION, ANY WARRANTY OFNON-INFRINGEMENT, COMPATIBILITY, OR THAT THE SOFTWARE IS ERROR-FREEOR THAT ERRORS CAN OR WILL BE CORRECTED. SOME JURISDICTIONS, STATESOR PROVINCES DO NOT ALLOW LIMITATIONS ON IMPLIED WARRANTIES,SO THE ABOVE LIMITATION MAY NOT APPLY TO PARTICULAR USERS.

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Legal Notices

Introduction

About this Book vi

1 What is Troubleshooting?

The Process of Troubleshooting 1

How Do I Troubleshoot? 2

The Three-World Model 2

The Binary Method 3

Troubleshooting Random Problems 4

2 Crashing, Quitting, Freezes and GPFs

Crashing in a Document 6

Crashing at Application Launch 12

Testing QuarkXPress on Mac OS 14

Testing QuarkXPress on Windows 16

Testing the System 19

3 Printing

Changing the Printer Driver 22

PostScript Errors 23

Common Printing Problems 25

Font Substitution in Printed Output 28

4 Error Messages

Messages Associated with Damaged Documents 31

Recovering Damaged Documents 33

Other Error Messages and Alerts 34

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Table of Contents

Introduction

This troubleshooting guide was created to assist you in solving problems you might

encounter with QuarkXPress or QuarkXPress Passport. The guide contains three specific

troubleshooting topics: crashing, printing, and error messages. You may want to review

the general information at the beginning of each section, as it contains information and

troubleshooting steps relevant to both platforms. Any platform-specific information is

at the end of the section.

Before you begin testing your problem, please take a moment to read Chapter 1,

“What is Troubleshooting?” as it contains a number of concepts that will be useful

to you in any testing and are referred to throughout the guide.

This guide assumes that you are familiar with the basic operations of Mac OS or

Windows, including printing and managing fonts, and the basic functionality of

QuarkXPress or QuarkXPress Passport.

ABOUT THIS BOOK

A Guide to Troubleshooting is designed so that you can look things up quickly, findout what you need to know, and get on with your work. However, it also providesmore comprehensive information about troubleshooting.

WHAT WE’RE ASSUMING ABOUT YOU

In writing this book, it is assumed that you are familiar with your computer andknow how to:

• Launch an application

• Open, save, and close files

• Use menus, dialog boxes, and palettes

• Use the mouse, keyboard commands, and modifier keys

• Print documents

• Use font management utilities

If you need help in any of these areas, consult the documentationresources provided with your computer, or refer to other documentationor educational resources.

Introduction

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About this Book

WHERE TO LOOK FOR INFORMATION

Each chapter focuses on a general area where you might be having problems.For example, if you have problems printing, turn to Chapter 4, “Printing.” If youare crashing, refer to Chapter 1, “Crashing, Quitting, Freezing, and GPFs.”

INDEX

The index to A Guide to Troubleshooting allows you to quickly locate theinformation you need.

WHAT YOU’LL SEE

This book uses various conventions (styles) to help you find information quickly:

BOLD TYPE STYLE

The names of QuarkXPress menu commands, dialog boxes, and other controlsare set in bold type. For example: “Choose Print from the File menu.”

REFERENCES AND ARROWS

Whenever a feature is mentioned, a reference shows how to access that feature.For example: “The Usage dialog box (Utilities menu) lets you view the fontsand pictures used in the document.” In some cases, arrows represent the menupath to a feature. For example: “Choose Utilities & Usage & Fonts to viewthe fonts used in the document.”

NOTES AND T IPS

∫ Notes provide helpful information about particular features.

å Tips provide extra information about particular features and general techniquesfor troubleshooting.

Introduction

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About this Book

Chapter 1: What is Troubleshooting?

Troubleshooting is the process of systematically eliminating variables to determinethe cause of a problem. Troubleshooting can be used for any situation from fixing acar to solving computer-related problems.

THE PROCESS OF TROUBLESHOOTING

If you’ve never troubleshot a computer problem before, don’t be intimidated.We often perform troubleshooting in our daily lives, and chances are you’veseen troubleshooting in action more often than you realize.

If you’ve ever had someone repair your home or car, you have experiencedtroubleshooting. For example, assume that you have a leaky sink. Your repairprofessional will first ask you where the leak is (from the faucet? from thehandle?), how it leaks (a drop or two? a flood?), how often it leaks (everyday? only after you water the garden?), and when it began to leak. Once youhave answered these questions, the repair professional may move on to a dif-ferent series of questions based on the information you have provided. If theleak began suddenly, he or she may ask if you recently made any changes toyour sink or pipes. Next, he or she will probably perform a series of tests suchas turning other faucets on, tightening or loosening screws, or removingfaucets. Using these questions and test results, based on the information youprovided, the repair professional can make a diagnosis of rotted packingaround the faucet threads or a problem with the pipes. He or she may performor recommend further tests or prescribe specific remedies such as replacing thepacking or changing the pipe connectors. The leak may disappear forever orappear again later.

When you are testing a computer- or software-related problem, you assumethe role of the repair professional, performing tests to determine what theproblem is, narrowing your focus to find the probable cause, and then findinga temporary or permanent solution.


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The Process of Troubleshooting

HOW DO I TROUBLESHOOT?

Troubleshooting is a very logical process that often requires asking andanswering questions. Below is a general overview of troubleshooting.

Before you can determine what causes the problem, you must get a clearunderstanding of what the problem is. If your document prints poorly, whatdoes “poorly” mean? Is the color wrong or missing? Are the fonts incorrect?Are big black lines appearing on the page?

Once you have clearly identified the problem, you can begin systematicallyeliminating variables. If the problem is color, have you tried using a differentprinter? Can you print from other applications? Can you print from otherQuarkXPress documents? Does the problem disappear when you print withoutfonts or graphics? You can see that clearly identifying the problem will lead youto eliminate different variables and enable you to focus on the problem. If youdo not initially identify the problem, your tests will be confused and you mayget off track.

Continue to systematically eliminate variables. When you begin to get meaning-ful results, you can form a reasonably strong suspicion of the problem and testfurther until you have proven your theory.

Once your theory is proven, you can then find a remedy, preferably one that willpermanently fix the problem. Once you have applied the remedy, you are usuallydone troubleshooting that problem. However, if you apply a workaround or ashort-term solution, the problem is not completely resolved and you may endup troubleshooting again, so try to use permanent solutions whenever possible.

THE THREE-WORLD MODEL

When you are testing problems related to QuarkXPress, it can be very helpfulto follow the “three-world” model. This model divides testing into three areas,or “worlds”: document, application, and operating system. The three-worldmodel works best on problems that are reproducible.

Let’s say you have a recurrent crashing problem. Try testing the documentworld first by creating a new document and repeating the action that causedthe problem. If the problem does not occur in a new document, then theproblem is unique to the original document. You will need to test the problemdocument further.

If the problem occurs in a new document, move on to testing the applicationworld. Does the problem occur when the QuarkXPress application is isolated?(Instructions for isolating QuarkXPress are located in “Crashing at ApplicationLaunch” in Chapter 2, “Crashing, Quitting, Freezing, and GPFs.”) If it does not,test the XTensions software and other auxiliary files in the QuarkXPress folder.


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How Do I Troubleshoot?

You can use the binary method, described in “The Binary Method” later in thischapter, to locate the source of the problem. If it continues to occur, it’s time totest the system world.

To test the system world, disable fonts, system extensions, TSRs, start-up items,and any other items controlled by the system, such as video drivers. Does theproblem happen now? If it does not, there is a system-level component con-tributing to the problem. If it continues to happen, try testing the QuarkXPressapplication on another system.

The advantage of using the three-world model is that it provides you witha structure for testing and can help to identify the source of your problemrelatively quickly. The three-world model works in most situations. Theexception would be known issues for which a solution or workaroundalready exists. Although the three-world model would still identify thesource of the problem, the testing has already been done for you in thecase of a known issue, so it would be more prudent to verify the knownissue and its solution or workaround.

THE BINARY METHOD

If you have called or written to technical support in the past, you mayhave encountered the binary method. The binary method is often used totroubleshoot system extensions, fonts, or XTensions software.

Let’s assume you have determined that a damaged font that causes a problembut you don’t know which one it is. Using the binary method, you would dis-able half the fonts and repeat the action that caused the problem. This tells youwhich half the problem font is in. If the problem happens again, the problemfont is in the enabled set. If it does not, the problem font is in the disabled set.Once you’ve identified the group that contains the problematic font, you canthen enable or disable fonts by smaller and smaller halves until you find thecause of the problem.

This is the binary method; it saves a great deal of time when you are testingbecause 50% of the suspect fonts (or whatever files you are testing) can beeliminated from your test immediately. It can be used with any applicationand any groups of files or system components.


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The Three-World Model

TROUBLESHOOTING RANDOM PROBLEMS

Random problems are problems that have no discernible pattern. Because it’shard to tell what causes them, they can be very difficult to test.

The three-world model and binary method work very well for reproducibleproblems. Reproducible problems are problems that you can recreate by follow-ing the same steps every time. For example,if you crash every time you pressF10, that is a reproducible problem.

However, random problems are more difficult to test. Because different actionsmay cause the same result, isolating the cause may take much longer. For exam-ple, if your computer frequently crashes or freezes in different documents whileusing different tools, it’s hard to know where to start. Begin by testing to see ifthe problem is at all reproducible. If it is not, try keeping a list of every crash orfreeze that notes what time it happened, what document you were working on,what action you were performing, and what other applications were open at thetime. You may begin to see a pattern. Perhaps your computer freezes only whena specific application is open in the background, or within a certain time frame.You may also discover that all of the crashes are related to graphics or to fonts.

If you can find even the smallest connection between your crashes, you shouldbegin testing. If you cannot find any connections, you can still test using thethree-world model, but it will be more difficult and time-consuming to verifywhat caused the problem.

å As you are testing, it may be helpful to take notes on what tests you have triedso far and what the results have been. This can be a valuable tool in organizingyour tests, particularly if you have to perform several different tests.


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Troubleshooting Random Problems

Chapter 2: Crashing, Quitting, Freezes,and GPFs

Troubleshooting unexpected crashes, quits, freezes, and GPFs requires a logical,

systematic process. First, determine if the problem can be reproduced. Be aware

of the steps taken to reproduce the problem. Then troubleshoot the source of the

problem by systematically eliminating variables and repeating the steps that

reproduce the problem, until a particular item is isolated as the cause.

Quits, crashes, freezes, and GPFs can often be classified as a document-level or

application-level issue. If the problem only occurs in one document, then it is a

document-level problem.

At the application level, such a problem may be caused by an item in the

QuarkXPress folder, such as XTensions software, the “XPress Preferences” file, or

other supplementary files. System-level problems may be caused by a resource at

the system-level, such as an extension, control panel, TSR, or font.

If the problem occurs when you launch QuarkXPress (without opening a document),

it is not a document-level problem and you should refer to “Testing QuarkXPress on

Mac OS” or “Testing QuarkXPress on Windows,” both located in this chapter.

Chapter 2: Crashing, Quitting, Freezes and GPFs

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CRASHING IN A DOCUMENT

Document-level crashing is specific to one document or a group of documents.Document-level problems can be caused by something in the document itself, such as apicture, font, or QuarkXPress element (such as text boxes, picture boxes, Bézier boxes,rules or frames). The first step in solving the problem is to determine the category it fallsinto. To begin, restart your computer and bring your computer to the state it was inbefore the crash. Create a new document. Then repeat the actions performed when thecrash, quit, freeze, or GPF last occurred. If the problem can be reproduced, you will seea pattern and can determine whether it occurs when opening or working in a documentor when printing.

GRAPHICS

CRASHING WHILE PRINTING

Some pictures can cause crashes or freezes. If the problem occurs when printing,try printing the document without pictures. To do so:

1 Choose File & Print. Click the Options tab.

2 In the Pictures area, choose Rough from the Output pop-up menu. If thedocument prints with Rough chosen, a damaged picture may be causingthe crash.

If this is the case, continue with the next steps to determine which pictureis causing the problem:

3 Return to the Output pop-up menu and choose Normal.

4 Choose Utilities & Usage and click the Pictures tab.

5 Press Shift and select all the picture names in the Name column. Click thePrint menu and select No to remove all the checkmarks; this suppressesthe printout of all pictures.

You can then check one picture at a time and try to print, or you can use thebinary method to test the pictures. When the print job unexpectedly quits, thelast unsuppressed picture or group of pictures are the probable cause. Once youlocate the problem picture, first try reimporting it into a new document andprinting. If the problem recurs, try opening the picture in its source applicationand saving it with a new name or a new file format. Import the new pictureand try to print the document again. If this does not solve the problem, thenthe picture may be damaged and you might need to re-create and reimport it.

å Before re-creating the picture, you may want to open it in your image-editingapplication, copy all its contents, paste them into a new file, save it, and thenimport the file into your QuarkXPress document.


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Crashing in a Document

CRASHING WHEN SCROLLING

If you notice that you are crashing or freezing when you scroll to a certainarea of a document, this could also be a symptom of a damaged picture. Thisproblem can also be caused by damaged picture previews. If you suspect thatmore than one preview is damaged, choose File & Open and navigate to thedocument. While clicking on Open, press C (Mac OS) or Ctrl (Windows).This will build new previews for TIFFs and JPEGs and reimport previews forthe EPS files.

If reimporting the previews does not work, you will need to test for damagedpictures. To test a document for damaged pictures, start by greeking all picturesin the document. To do so:

1 Choose Edit & Preferences & Preferences & General pane and checkGreek Pictures. This will prevent all the pictures in your document fromdisplaying until you click on them. Instead of the picture preview, you willsee a gray box.

2 Once the pictures are greeked, continue scrolling through or working in the doc-ument, repeating the actions that preceded the crash or freeze. If you crash orfreeze with the pictures greeked, you may need to test the fonts or QuarkXPresselements. To test these elements, see the “Fonts” and “QuarkXPress Elements”sections later in this chapter.

If you are able to scroll through or work in your document with the picturesgreeked, the source of your problem is probably a damaged picture preview or apicture itself. It may also be a damaged picture box. You can scroll through thedocument, clicking on each picture in turn to display it. If you experience acrash immediately after displaying a particular picture, that picture is probablythe source of the problem. You may need to delete the picture box and reimportthe picture. If that does not work, try creating a new picture box and reimport-ing the picture.

WORKING WITH “UNDELETABLE” ITEMS

If you are unable to delete the picture or the picture box, you may want totry the “palette trick.” Although this procedure works with any QuarkXPressdefault palette, the most commonly used palettes are the Colors paletteand the Document Layout palette. The idea is to “hide” the page behindthe palette. If there is a damaged picture or picture preview that causes thecrash, it is not drawn on-screen and you should be able to delete the picture.

1 Make a copy of the document.

2 Launch QuarkXPress without opening any documents.

3 Choose View & Colors.

4 Move and resize the Colors palette so that it covers the entire screen.


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5 Open the copy of the problematic document. The document and its pictureswill display behind the Colors palette. If the document continues to crash atthis point, it is probably not a display issue. If it doesn’t crash, you can starttesting the file.

If the crashing is caused by a damaged item, the palette acts as a mask, prevent-ing the damaged item from being drawn on the monitor. You can remove orchange the damaged item without the document crashing. If you can open thedocument behind the palette, you have a good chance of recovering the file.

You can roughly determine which picture was about to display using these steps:

1 With the Colors palette open (covering the entire document, as in thepreceding section), choose Utilities & Usage & Pictures to select thesuspect picture.

2 Click Show. This selects the picture, but will not display it because the pictureis covered by the palette.

3 Close the Usage window. Press Delete. The picture is now gone. If you had theItem tool e selected, the box is gone too.

4 Slowly resize or shrink the palette a small amount at a time; if you selected theright item, the document will no longer crash.

FONTS

If you were able to determine that pictures are not the cause of your problem(for instance, you still crashed after testing the pictures), you can start testingfonts. You can either test fonts associated with a particular document or testall of the fonts associated with your system.

To test document-specific fonts, you can either disable the fonts before youlaunch QuarkXPress or replace the fonts in the document.

To replace fonts in a QuarkXPress document:

1 Make a copy of the document you are testing. (This ensures you can returnto the original document.)

2 Open the copy and choose Utilities & Usage & Fonts. Select all the listedfonts and click Replace. Replace the fonts with a “standard” font, such asTimes, Helvetica, or Arial, or with any font that you know is working properly.

∫ When you replace all of the document fonts with your selected testing font, fontsused in imported Encapsulated PostScript (EPS) pictures will not be affected.

3 Click Close. Try scrolling through or printing the document again. If the crashor freeze does not occur, there was probably a damaged font in the document.


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If the document still exhibits the same problem, you may want to look at theprevious section on pictures or the next section on QuarkXPress elements.

If you discover you have a damaged font in a document, you may want to usethe binary method to discover which font it is. Either make a copy of the origi-nal document or return to the previous copy. Change half of the fonts to thefonts you were originally using and leave the other half in the test font. Thenprint or scroll through the document again. If the problem occurs again, thedamaged font is in the unchanged font group. If it does not occur, the problemis in the fonts you changed to the test font. Continue replacing fonts by halvesuntil you locate the damaged font.

Once you locate the damaged font, remove it from your system and reinstall itfrom the original disks or CD-ROMs.

For instructions on testing the fonts associated with your system, please see“Testing QuarkXPress on Mac OS” or “Testing QuarkXPress on Windows”later in this chapter.

QUARKXPRESS ELEMENTS

If you are having difficulties printing or working in a QuarkXPress document,and you have determined that the pictures and fonts are not the issue, theremay be some element in the document that is causing the problem.

QuarkXPress elements include text boxes, picture boxes, Bézier boxes, lines,frames, style sheets, hyphenation and justification specifications, tables,and pages.

To test QuarkXPress elements, make a copy of the document. Working inthe copy, systematically delete elements or pages from the document untilthe problem disappears. The binary method can assist you in finding theproblem element.

PPDS

If a document continues to crash when you print and you have eliminated pic-tures, fonts, and QuarkXPress elements, try changing the PPD (PostScript PrinterDescription) that the document uses. A PPD describes the capabilities of theprinter to the printer driver. For example, the PPD can describe the printer ashaving color and tabloid capabilities. When the document is sent to the printer,the printer driver will use this information to assist in outputting the document.If the PPD is damaged, it can result in a crash during printing.

To change the PPD that a document uses:

1 Choose File & Print and click the Setup tab.

2 From the Printer Description pop-up menu, and change your PPD toGeneric B&W, Generic Color, or Generic Imagesetter for testing. If the


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document prints with the new PPD, there is a problem with the original PPD.You can reinstall it or get an updated version from the printer manufacturer.

∫ PPDs are created by printer manufacturers and are usually supplied withPostScript printers. Contact the appropriate printer manufacturer formore information.

DRAGGING PAGES BETWEEN DOCUMENTS IN THUMBNAILS VIEW

If testing the pictures, fonts, QuarkXPress elements, and PPDs did notreveal the source of your problem, you may want to try dragging pagesbetween documents in thumbnails view (also called a “thumbnail drag” or“dragging thumbnails”).

Dragging thumbnails is helpful for recovering pages of damaged documents, aswell as copying master pages to a new document. Dragging thumbnails copiesexisting elements and pages to a new document structure. The document youare dragging pages from is referred to as the “source document”; the documentyou are dragging pages to is referred to as the “target document.”

DRAGGING THUMBNAILS

To drag thumbnails:

1 Open the source document and take note of the document setup (File &Document Setup).

2 Create a new (target) document with the same document setup (facingor nonfacing pages, page size, margins, and number of columns) as thesource document.

∫ An alert will display if you try to drag pages to a document with a smaller pagesize or if you try to drag facing pages to a nonfacing-page document.

3 In both documents, choose View & Thumbnails.

On Mac OS, choose View & Windows & Tile Documents to arrangethe documents in tiles on-screen. On Windows, choose Window & TileHorizontally (or Window & Tile Vertically) for each document.

4 Select the page(s) you want to move in the source document as follows:

• To select one page, click on that page.

• To select a range of pages, click on the first page, press Shift and click on thelast page in the range.

• On Mac OS, you can select nonsequential pages by pressing C and clickingon each page.


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• On Windows, you can select nonsequential pages by pressing Ctrl and clickingon each page.

5 Drag the pages to the desired location in the target document.

∫ When you drag thumbnails from the source document to the target document,the arrow pointer will change at the point where you are able to place the pages.If placing the new pages will not force existing pages to move, one of three pageicon pointers (single-sided 4, left-facing 2, or right-facing 1) will display. Ifplacing the new pages will force existing pages to move, one of three arrowpointers (force left -, force right _, or force down +) will be displayed. You willnot be able to drag the pages unless you see one of these icons.

6 If you are dragging thumbnails to recover pages from a damaged document,delete the blank page that was the original first page of the target document(Page & Delete), since this page is no longer needed.

7 Save the new document and try to print, scroll through, or work in it. If thedocument no longer crashes, the problem was in the original documentstructure. However, the page structure remains the same, so if your documenthad damaged pages, it may still crash.

∫ Any style sheets, colors, dashes and stripes, or hyphenation and justificationspecifications used in any items in the source document are added to the targetdocument. However, lists are not copied from the source document to the targetdocument. To copy the lists from the source document to the target document,choose File & Append in the target document.

If any of the source document’s specifications have the same name as the spec-ification in the target document, the target document’s specifications are used.(For example, if a color has the same name but is defined differently, the itemwill be the color specified in the target document.)

If the Nonmatching Preferences alert displays when you open the source docu-ment, clicking Keep Document Settings may result in different preferencesettings in the source and target documents, which may cause text reflow inthe target document.


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∫ Master pages cannot be seen in Thumbnails view. However, when you dragdocument pages, any master pages applied to those document pages are copiedinto the target document. If a master page in the source document has the samename as a master page in the target document, the master page will be renamedafter it is copied. To rename or delete a master page, display the DocumentLayout palette if it is not already visible (View & Show Document Layout).To rename a master page, click the master page name and enter the new name.To delete a master page, click the master page to select it and then click theDelete button.

CRASHING AT APPLICATION LAUNCH

If you have determined that your crash, quit, freeze, or GPF is not document-related,you can start testing the QuarkXPress application. Generally, if you crash when youlaunch QuarkXPress and not when opening a specific document, the problem is relatedto the application in some way. These types of crashes may be caused by an item inthe QuarkXPress folder or a system-level file.

ISOLATING QUARKXPRESS

If you are having difficulties launching the QuarkXPress application, theremay be an auxiliary file loading and causing the problem when launchingQuarkXPress. These can include QuarkXTensions™ software or third-partyXTensions software, the “XPress Dictionary” file, “XPress Preferences” file, orother items in the QuarkXPress application folder. To determine whetherthe problem is in the QuarkXPress application folder, you will need toisolate QuarkXPress.

To isolate QuarkXPress:

1 Create a new folder on the desktop.

2 Move or copy the QuarkXPress application to the new folder. You will also needto copy the “Required Components” folder, as QuarkXPress will not launch ifthe required components are not present.

3 Launch the application again. If it successfully launches, an item in theQuarkXPress folder is probably causing the crash or GPF and you can begintroubleshooting the other items in the folder.

4 Return the QuarkXPress application and “Required Components” folder to theiroriginal folder and try removing other items from the folder (starting with the“XPress Preferences” file) one at a time or using the binary method.

5 Launch QuarkXPress again. Repeat this testing process until you have isolatedthe cause of the problem.


12


While testing, you may want to create another folder on the desktop to hold theitems you are removing from the QuarkXPress folder. This will help to organizethe files you are testing.

Once you locate the problem, you can either copy the same file from theQuarkXPress CD-ROM (as in the case of the “XPress Dictionary” file), reinstall it,or remove it if you do not use it.

∫ If you suspect that a required component is the cause of your problem, do notremove it from its folder; instead, reinstall it from the QuarkXPress CD-ROM.

XPRESS PREFERENCES

If the “XPress Preferences” file is the cause of the problem, you should replace itwith a backup copy (if you have one) so you can preserve any custom settings(such as style sheets, colors, hyphenation and justification specifications,hyphenation exceptions, frames, and kerning and tracking tables).

∫ QuarkXPress will generate a new set of preferences if it does not detect one inthe QuarkXPress folder at launch. However, this automatically generated setof preferences will use default settings, so any custom settings will be lost andyou will need to reset them. Once you reset your preferences, it’s a good ideato make a backup copy of the “XPress Preferences” file for future use. To makea backup copy, simply copy the file to any volume or drive, preferably not thesame volume where your QuarkXPress application is located.

TROUBLESHOOTING XTENSIONS

To disable XTensions software:

1 Choose Utilities & XTensions Manager. From the Set pop-up menu, chooseAll XTensions Disabled.

2 Quit and relaunch QuarkXPress. If the problem ceases, XTensions modulesare likely the source. You can then use the binary method with the XTensionsManager (Utilities menu) to discover which XTensions module is causingthe problem.

∫ Some XTensions modules cannot be disabled using the XTensions Manager; youmay need to drag the entire “XTension” folder out of the QuarkXPress folder.When you launch QuarkXPress without an “XTension” folder, it will createa new, empty “XTension” folder. You can then manually move XTensionsmodules back into this folder and continue testing.


13

Crashing at Application Launch

TESTING QUARKXPRESS ON MAC OS

If isolating QuarkXPress does not solve your crash at launch problem, you can starttesting system-related files. Before testing, be sure to return your QuarkXPress applica-tion to its original location and make sure the auxiliary files are back in place.

SYSTEM EXTENSIONS AND CONTROL PANELS

System extensions and control panels, like any other files, can become damagedand cause QuarkXPress to crash at launch. Sometimes the extensions or controlpanels are not damaged, but conflict with QuarkXPress, which can also causea crash.

To test your system extensions and control panels:

1 Press Shift while restarting your computer. Continue to press Shift until you seethe alert “Welcome to Macintosh. Extensions Disabled.” (The message mayalso say “Extensions Off.”) Pressing Shift during restart will prevent systemextensions and control panels from loading.

2 Launch QuarkXPress. If it launches successfully, try a process of eliminationwith your system extensions and control panels. Use the Extensions Manager(Apple Menu & Control Panels & Extensions Manager) to disable groupsof extensions at a time and restart your computer. Continue this process untilthe problem is found.

∫ Do not manually drag system extensions to the desktop or testing folders;you could end up with a non-functioning system. Also, your ExtensionsManager may not be able to activate extensions if they are moved outside ofcertain folders. Always use the Extensions Manager to test system extensionsand control panels. The Extensions Manager is installed by default on mostMac OS computers.

Once you locate the problem, you can reinstall the extension or controlpanel or disable it. You may also want to contact the manufacturer to see ifthere is an update that might help. You can also contact Quark TechnicalSupport to find out if there is a known issue with that particular systemextension or control panel.

The “AppleScript Lib” file is required for QuarkXPress to run on a PowerPCMac OS computer, so either copy it to the QuarkXPress folder or do not disablethis extension.

å Before you start to troubleshoot your system extensions, create a copy of thecurrently running extension set. This will help in the event you need to go backto the original extension set.


14

Testing QuarkXPress on Mac OS

FONTS

If a font is damaged or poorly constructed, it may cause QuarkXPress to crash atlaunch. To test for a damaged font, you can disable the fonts through the systemor through any font utility you are using.

To disable fonts using the system:

1 Navigate to the “Fonts” folder inside the System Folder.

2 Drag the entire “Fonts” folder to the desktop.

3 Restart your computer and launch QuarkXPress.

To disable fonts using a font management utility such as ATM Deluxeor Suitcase:

1 Disable the font management utility to prevent fonts managed by the utilityfrom loading. You can usually use your Extensions Manager to disable any fontutilities, or the utility may have an on/off button.

2 Restart your Macintosh and launch QuarkXPress.

If QuarkXPress launches with fonts disabled, you may have a damaged font.To find out which font is causing the problem:

1 Place the “Fonts” folder back into the System Folder, letting it replace theempty “Fonts” folder. Be certain that you are replacing the empty folderwith the full one.

2 Create a new folder on the desktop.

3 Open the “Fonts” folder and drag approximately half of all the fonts tothe desktop.

4 Restart your computer and launch QuarkXPress. If it launches, the problematicfont is in the folder on the desktop. If it crashes, the problematic font is stillenabled through the “Fonts” folder. You can then use the binary method tolocate the problematic font. Once you locate the font, you can reinstall it fromthe original disk or CD-ROM. You can also disable or delete it.

If you are using a font management utility, you can perform the same process ofelimination by turning off sets using the binary method. Once you have foundthe problem font, you can reinstall it or try creating a new set for that font,in case the set is the problem.

PPDS

If testing system extensions, control panels, and fonts did not reveal the sourceof the problem, you can also test the PPDs (PostScript Printer Descriptions).When you launch QuarkXPress, it loads the PPDs. If a PPD is damaged orconflicts with QuarkXPress, it can cause a crash.


15


To test the PPDs:

1 Open the “Printer Descriptions” folder (located within the “Extensions” folderin the System Folder).

2 Move the “Printer Descriptions” folder to the desktop and restart your computer.If you can successfully launch QuarkXPress, one of the PPD files is causingthe problem. You can use the binary method to locate the problem PPD.

å If the PPD is for a printer that you do not have or use, you might considerdeleting it from your system.


TESTING QUARKXPRESS ON WINDOWS

If isolating QuarkXPress does not solve your crash at launch problem, you can thenstart testing system-related files. Before testing, be sure to return your QuarkXPressapplication to its original location and make sure the auxiliary files are back in place.

SAFE MODE

Starting Windows in Safe Mode bypasses the current configuration andloads a minimal protected-mode configuration, disabling Windows devicedrivers and using the standard VGA display adapter. Safe Mode will alsodisable network access.

To start Windows 95 in Safe Mode:

1 Restart the computer. When you see the words “Starting Windows 95”, pressthe F5 key to enter Safe Mode. You must press the F5 key before any imagesdisplay on the screen.

2 Windows will continue starting up. You may receive an alert informing you thatWindows is running in Safe Mode. This should not harm or affect any softwareor hardware that you have installed. Click OK. Your desktop may look muchlarger than usual. This is because Windows is using the standard VGA driver(640x480 resolution) and is only temporary.

å To choose Safe Mode with network access, press F8 instead of F5 during startupand choose Safe Mode with Network Access from the menu that displays.


16


To start Windows 98 in Safe Mode:

1 Restart the computer in MS-DOS mode by clicking the Start button on theWindows taskbar and choosing Shut Down & Restart in MS-DOS mode.

2 When the computer restarts, enter win/d:m at the Command prompt. Thiscommand displays the Microsoft Windows 98 start-up menu; choose 3 forSafe Mode and continue.

∫ If you are running Windows NT, choose VGA Mode when you startthe computer.

With Windows in Safe Mode or VGA Mode, launch QuarkXPress and see ifthe problem can be reproduced. If the problem does not occur, then a systemcomponent is likely contributing to the problem. If the problem continues tooccur, you may want to try testing on another computer, if possible. To exitSafe Mode or VGA Mode, simply restart the computer as you normally do.

System components such as video drivers, TSRs (Terminate and Stay Resident pro-grams) or start-up items may cause conflicts or other problems with QuarkXPress.To identify what type of system component is causing the problem, first identifythe problem. If there is a display problem, such as greens appearing orange, avideo driver may be involved. If the problem is more general, such as a crashwhen you launch QuarkXPress, then it is possible that TSRs (sometimes referredto as background applications) or start-up items are involved.

To see if start-up items are present:

1 Click the Start button on the Windows taskbar and choose Programs &StartUp.

2 If any applications or utilities are listed here, and you think they may be causingthe problem, you can temporarily disable them by selecting your hard drive andnavigating to Windows & Start Menu & Programs & StartUp.

3 Move any items in the “StartUp” folder to a new folder on the desktop andrestart Windows as usual. See if you can reproduce the problem. If the problemdoes not occur, one of the start-up items was causing the problem. You canreinstall the application or utility or temporarily disable it.

The problem may also be related to TSRs, which run in the background and cantake up a large amount of system resources as well as causing conflicts withother programs. To turn off TSRs in Windows 95, Windows 98 and Windows NT:

1 Press Ctrl+Alt+Delete once to display the Task Manager.


17

Testing QuarkXPress on Windows

2 Once in the Task Manager, end task on all applications running exceptExplorer and Systray. (To end task, click the application to select it and thenclick End Task.)

3 Once the TSRs have been turned off, launch QuarkXPress and see if yourproblem goes away. If the problem went away, then one of the TSRs runningin the background may have been conflicting with QuarkXPress.

∫ This method may not remove all DLL (Dynamic Link Library) files that arecurrently in memory.

FONTS

On Windows, Type 1 (PostScript) fonts are managed through ATM(Adobe Type Manager). If you suspect a font is causing your problem andyou are using Type 1 fonts:

1 Turn ATM off.

2 Quit and relaunch QuarkXPress. If the problem does not recur, you can system-atically disable fonts or font sets in ATM until you locate the problem. Once youfind the problem font, you can reinstall it or try creating a new set for that font,in case the set is the problem.

Although TrueType fonts can be loaded through ATM, they can also be managedby the Fonts control panel. If the Type 1 fonts were not the problem or you donot use Type 1 fonts, you can test the fonts in the Fonts control panel:

1 Create a new folder on your desktop.

2 Open the Fonts control panel. Select only the fonts with a blue “TT” symbol andmove them to the new folder. Use the binary method to locate the problemfont. Once you find it, you can reinstall it from the original disks or CD-ROM.

∫ Do not remove any fonts that have a small red A. These are system fonts andare required for your system to run properly. If you remove these, you mayhave to reinstall Windows.

å If you are running Windows NT, Adobe does not recommend removingTrueType fonts if ATM for Windows NT is installed.


18

Testing QuarkXPress on Windows

TESTING THE SYSTEM

If testing documents, isolating QuarkXPress, and testing QuarkXPress on eithersystem using the steps described above has not solved your problem, there may be asystem issue. To verify that the problem is in the system, try performing the sametest on another system, preferably an identical system. One way to do this is to startthe computer from an alternate system. An alternate system generally contains onlythe minimum files needed to run the operating system and has the advantage ofbeing “clean,” meaning that it does not contain damaged or conflicting files.

STARTING FROM AN ALTERNATE SYSTEM ON MAC OS

You can use a system CD, such as the one that you originally used to installthe current operating system, or you can use an emergency boot disk if yourcomputer and operating system support this.

∫ Before you begin, locate the “AppleScriptLib” file in the System Folder. Moveor copy this file to the desktop. This file is a resource that QuarkXPress needsto launch.

To start from an alternate system:

1 If you have a system CD, insert the CD and choose Special & Restart.

2 While restarting, press “C”. This will cause the computer to use the CD’s systemas the start-up system.

3 Once your computer has restarted, you should see the CD icon in the upperright corner of the desktop. This indicates that the computer has successfullystarted from the CD. You can then release the “C” key.

å You can also insert the CD and open the Startup Disk control panel. Select theCD as your start-up disk, close the control panel, and restart the computer.

If you are starting from a floppy disk:

1 Insert the disk and choose Special & Restart.

2 When the computer restarts, it will automatically eject the disk. Push thedisk back in immediately and the computer should continue to start fromthe operating system on the disk.


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Testing the System

Once your alternate system is running, repeat the test. If the problem does notrecur, there is a system component on your original system that was causing theproblem. If you already tested system extensions, control panels and fonts, theproblem may be in a damaged preferences file or other system component. Atthis point, you know that the problem does not happen with a “clean” system,but it does happen with yours. You may want to run some diagnostics ormaintenance utilities. If the problem persists, you may need to contact AppleComputer, Inc. for assistance.

If the problem continues to occur on a new system, you may need to reinstallQuarkXPress. For assistance with installing QuarkXPress, please contactQuark Technical Support.

STARTING FROM AN ALTERNATE SYSTEM ON WINDOWS 95 AND

WINDOWS 98

Before you begin, you will need an emergency boot disk. You can create one byfollowing these steps:

1 Click the Start button on the Windows taskbar.

2 Choose Settings & Control Panels & Add/Remove Hardware. ClickStartup Disk.

3 Insert a floppy disk and click the Create Disk tab. This will create a minimalsystem that you can use to test QuarkXPress.

Once the disk is created, insert it in the floppy drive and restart the computer.Windows should start using the system on the disk. If you are runningWindows 98, when the alternate system starts , you will be able to choosewhether the CD-ROM drivers load, thus enabling you to read CD-ROMs.

Repeat the test. If the problem does not recur, there is a system component onyour original system that was causing the problem. If you already tested start-upitems, TSRs, drivers, and fonts, the problem may be in a damaged preferencesfile or other system component. At this point, you know that the problem doesnot happen with a “clean” system, but it does happen with yours. You maywant to run some diagnostics or maintenance utilities. If the problem persists,you may need to contact Microsoft Corp. for assistance.

If the problem continues to occur on a new system, then you may need to rein-stall QuarkXPress. For assistance with installing QuarkXPress, please contactQuark Technical Support.


20

Testing the System

STARTING FROM AN ALTERNATE SYSTEM ON WINDOWS NT

Starting from an alternate system on Windows NT may involve complexadjustments as well as specific privileges. Since each workflow may have verydifferent configurations, there is no universal method for starting from analternate system. If you need to start from an alternate Windows NT system,please contact your systems or network administrator for assistance.

If Windows 95 and Windows 98 have been installed on your Windows NTsystem, the initial start-up dialog box should allow you to choose Windows 95,Windows 98 or Windows NT. If you have such a system, you can use thealternate systems to test your problem.

UNABLE TO START FROM AN ALTERNATE SYSTEM

If you are unable to start from an alternate system for any reason, you can alsotry testing QuarkXPress on a similar system on another machine. If you do,remember that certain problems may be linked directly to specific versions of theoperating system and may not be reproducible on a different operating system.


21

Testing the System

Chapter 3: Printing

If you are receiving an error message (but not crashing) or unexpected output when you

print, the information in this chapter will assist you in determining the cause of the

problem. Unexpected output may include fonts printing incorrectly, pictures printing at

low resolutions, or color documents printing in black and white. This chapter also lists

common printing problems and suggestions for resolving them.

CHANGING THE PRINTER DRIVER

There may be a problem or conflict with the printer driver that you are using. To testthis, you can use another printer driver. Different printer drivers may not have exactlythe same features as your current driver, but they should be adequate for testing.

CHANGING THE PRINTER DRIVER ON MAC OS

To change the printer driver:

1 Choose Apple Menu & Chooser. In the top left area, you can choose Apple-Share (for networking) or a specific printer driver, such as LaserWriter 8.5.1.

2 Click the printer driver you want to use for testing. In the bottom left area, youshould see a list of zones if you are on a network.

3 Select the zone that contains the printer you want to use. Select the desiredprinter on the right.

4 If the printer does not have an icon next to it, click the Setup or Create buttonlocated under the list of printers. This will allow you to set up the driver to printto that printer. You may be prompted to choose a PPD. If you do not have thecorrect PPD, click Use Generic.

5 Once the desired printer has an icon next to it, close the Chooser and returnto QuarkXPress. Repeat the test. If the problem does not recur with the newprinter driver, there may be a conflict with the old driver or the old driver maybe damaged. You should be able to download or obtain a new or updated driverfrom the printer manufacturer or from Apple, or reinstall the driver from yourdisks or CD-ROMs.


Chapter 3: Printing

22

Changing the Printer Driver

CHANGING THE PRINTER ON WINDOWS

To change the printer on Windows:

1 Click the Start button on the Windows taskbar and choose Settings &Printers.

2 Right-click on the printer you want to use for testing and choose Set AsDefault. Setting the printer as your default printer means that all applicationswill automatically print to this printer, so you may want to reset your defaultprinter as soon as you are finished testing.

3 Return to QuarkXPress. Repeat the test, verifying that the printer listed in thePrint dialog box (File & Print) is the one you just set as your default printer.If the problem does not happen with the new printer driver, there may be aconflict with the old driver or the old driver may be damaged. You shouldbe able to download or obtain a new or updated driver from the printermanufacturer, or reinstall the driver from your disks or CD-ROMs.


POSTSCRIPT ERRORS

A PostScript error is a message from your printer that indicates the document cannotbe printed in its current state. PostScript errors have two parts: the error and theoffending command (abbreviated as OFC). (For example, “limitcheck; offendingcommand: stroke.”)

A PostScript error can be caused by a number of things, such as a font, a picture, or aQuarkXPress element. A PostScript error does not necessarily mean that the documentor any of its components are damaged. The error might occur due to memory conditionsor driver problems.

Generally, the exact PostScript error is not crucial to troubleshooting; using the stepsfor testing specific documents should identify the cause of the problem. However, somePostScript errors are associated with fairly specific situations, and knowing their causescan save you time in finding the problem.

You can use the Quark PostScript Error Handler to quickly identify theproblem. To use the Quark PostScript Error Handler:

1 Choose File & Print and click the Options tab.

2 Check Quark PostScript Error Handler. If this is checked, your documentwill print normally until it encounters a problem. The document stops printingimmediately before the problem element, but will print one more page. This

Chapter 3: Printing

23

Changing the Printer Driver

page will display a bounding box encompassing the problem element. The topof the page will identify whether the error came from a picture box, a text box,a line, or another element. This allows you to identify and determine how todeal with the element.

COMMON POSTSCRIPT ERRORS

Below are some common PostScript errors and suggestions for preventing oraddressing them.

• “limitcheck; ofc: image or colorimage”

This error is generally caused by a TIFF picture. If the error occurs with a colorTIFF image, the error will be “ofc: colorimage.” Decrease the lpi (lines per inch)using the Frequency pop-up menu (File & Print & Output) or decrease theTIFF’s dpi (dots per inch) in its source application or by using the Resolutionpop-up menu (File & Print & Output). You can also try unchecking FullResolution TIFFs (File & Print & Output).

• “limitcheck; ofc: clip”

This error is usually caused by an EPS picture with an embedded clippingpath. Open the EPS file in the program that created it and simplify the path orincrease its flatness. If you have created a QuarkXPress clipping path using thecontrols in the Item & Clipping tab, you can also increase the Smoothness(Item & Clipping tab) of the clipping path, manually reduce its number ofpoints, or both.

• “limitcheck; ofc: stroke or fill”

This error is usually caused by a complex EPS file. Open the EPS file in itssource application and simplify it. Several applications allow you to increasethe flatness value of the EPS file or split long paths.

VMERRORS

Every PostScript output device has a built-in processor that translates PostScriptcommands to the actual printed page. The processor in a printer relies on its owninternal RAM (Random Access Memory) to complete the translation. DifferentPostScript printers have different amounts of installed RAM. If the printer doesnot have enough RAM to render the page, a “VMerror” occurs. Generally, thesolution to a “VMerror” is to simplify the page, reduce the size of the media(paper or film), or send the document to an output device with more memory.

PRINTING TRUETYPE FONTS (WINDOWS 95 ONLY)

Downloading TrueType fonts as bitmaps to a PostScript printer underWindows 95 may result in a PostScript error. Downloading the fonts as outlinescan sometimes fix this problem. To set fonts to download as outlines:

1 Right-click on the printer in the Printers control panel, choose Propertiesand click Fonts.

Chapter 3: Printing

24

PostScript Errors

2 Click Send Fonts As and choose Outlines from the pop-up menu.

3 Click OK. Print your QuarkXPress document as usual.

OPTIMIZE FOR PORTABIL ITY WHEN PRINTING (WINDOWS 95 AND WINDOWS 98 ONLY)

If you are printing to a PostScript printer from Windows 95 or Windows 98,there are a number of different PostScript options that can be set for the printer.If Optimize for Portability — ADSC is chosen, a PostScript error may occur.Choosing Optimize for Speed in the PostScript options of the printer can fixthis problem. To do so:

1 Right-click on the PostScript printer in the Printers control panel, chooseProperties and click PostScript.

2 Under PostScript output format, choose Optimize for Speed.

3 Click OK. Print your QuarkXPress document as usual.

COMMON PRINTING PROBLEMS

This section lists a number of common printing problems and offers suggestions foraddressing them. These solutions do not replace troubleshooting; rather, they are stepsto take before embarking on involved testing.

GRAPHICS PRINT AT LOW RESOLUTION

If you find that a particular picture is printing at lower resolution than expected,or if several pictures are printing at low resolution, first try printing that picturein a new document. If the picture prints correctly in a new document, you maywant to try replacing the picture in the original document.

If the picture does not print correctly in the new document:

1 Choose File & Page Setup & Output tab.

2 Check the Resolution field. If the resolution is set correctly, you maywant to rescan the picture (if applicable) and reimport it into yourQuarkXPress document.

∫ Remember that the maximum resolution for printing is determined by theresolution of the printer. If the printer’s maximum resolution is 600 dpi(dots per inch), you cannot print at 1200 dpi.

If the picture is an EPS file:

1 Verify that the picture is printing to a PostScript printer.

2 Verify that you are using a PostScript driver. EPS pictures are intended for out-put to PostScript printers (using PostScript drivers). If you print an EPS file to

Chapter 3: Printing

25

PostScript Errors

a non-PostScript printer, it will print with a low-resolution preview (72 dpi onMac OS and 96 dpi on Windows).

å Your lpi setting may also affect the apparent resolution of your printed graphics.

ORIENTATION PRINTS INCORRECTLY TO POSTSCRIPT PRINTERS

If a document is printing with an incorrect orientation, first try a new documentto see if the results can be reproduced in the new document. If the new docu-ment prints correctly, check the settings in the original document by choosingFile & Page Setup & Setup. Make sure the correct orientation is selected.

If the settings are correct and the document still does not print correctly, trychanging the PPD. To change the PPD that a document uses:

1 Choose File & Print & Setup tab.

2 In the Printer Description pop-up menu, change your PPD to GenericB&W, Generic Color, or Generic Imagesetter for testing. If the documentprints with the new PPD, there may be a problem with the original PPD.


COLOR DOCUMENTS PRINT BLACK AND WHITE

This problem will often manifest itself as EPS files printing in color witheverything else in the document printing as black and white. This happensbecause the contents of an EPS file cannot be manipulated by QuarkXPress,but QuarkXPress can affect the contents of TIFFs in some ways. If you areexperiencing this problem:

1 Choose File & Print & Setup tab.

2 Choose the Printer Description pop-up menu and make sure the PPD listedis a color PPD. If the PPD listed is color, try changing to Generic Color as a test.If the Generic Color PPD works, there may be a problem with the originalPPD. You can contact the printer manufacturer to obtain a new or updated copyof that PPD.

SLOW PRINTING TO NON-POSTSCRIPT PRINTERS

When QuarkXPress prints to a non-PostScript printer, it cannot use PostScript,so it uses system components to rasterize the page for output. If there is notenough memory to rasterize the page or enough drive space to store the result-ing raster file and send it to the printer, it can take a long time to print.

Chapter 3: Printing

26

Common Printing Problems

SLOW PRINTING ON MAC OS

When you print QuarkXPress documents to a non-PostScript printer on Mac OS,QuarkXPress and QuickDraw each rasterize certain elements. The resulting rasterfile must be stored (temporarily) on the hard drive and sent to the printer.

To help speed non-PostScript printing on Mac OS:

1 Verify that as much drive space is available as possible, so that there is roomto store the raster file.

2 Make sure that other applications are not open, since open applications takeup RAM needed to send the file to the printer.

SLOW PRINTING ON WINDOWS

When an application is running on Windows, it creates a temporary file witha .tmp (pronounced “temp”) extension. This file behaves almost as virtualmemory does, holding and shuffling changes as you work. When the applica-tion shuts down, the temporary files should be deleted automatically. However,sometimes these files are not deleted. If there are many temporary files on yoursystem, it can significantly slow non-PostScript printing.

To remove temporary files:

1 Quit all open applications.

2 Click the Start button on your taskbar and choose Find Files or Folders.In the Named field, enter *.tmp. This will locate all files with a “.tmp”file extension.

3 Click Find Now. If the number of temporary files found is large (over 25),select the found files in the Find window and delete them. However, youmay not want to delete any folders that may appear, as they may be thedefault temporary directory.

If deleting the temporary files did not help, try defragmenting your harddrive. When QuarkXPress rasterizes the pages, it may need a large amount ofcontinuous free space in order to create and send the raster file. If the driveis fragmented, there may not be enough continuous free space to create thefiles. Defragmenting the drive may create enough space for this to occur.Additionally, defragmenting the drive is good maintenance.

To defragment your drive:

1 Exit all open applications. Click the Start button on the taskbar and choosePrograms & Accessories & System Tools & Disk Defragmenter.

Chapter 3: Printing

27


2 Select the drive you want to defragment and click OK. You may receive an alertstating that the drive is at a low level of fragmentation and doesn’t need to bedefragmented now. Continue defragmenting; even if the fragmentation is low(5% or less) it could affect your printing.

Defragmentation may take some time, and it is not a good idea to run anyapplications while the drive is being defragmented, so you may want to startthe process before a lunch break or meeting.

FONT SUBSTITUTION IN PRINTED OUTPUT

When printing to a PostScript device, Type 1 PostScript fonts that are not resident in theprinter’s memory must be downloaded to the printer. If the necessary Type 1 PostScriptfont is not downloaded, one of the following types of font substitution — also known asCourier substitution — may occur:

FONT SUBSTITUTION WHEN PRINTING A DOCUMENT WITH

MISSING FONTS

When the alert “‘document_name.qxd’ uses fonts not installed on your system”displays, you have two choices: List Fonts or Continue. Clicking the ListFonts button allows you to replace any missing fonts with fonts installed onyour system. Clicking Continue preserves the missing font information incase the document is transferred to another computer with the necessary fontsor you install the fonts at a later time. However, if you print the documentwithout replacing the missing fonts, the printer-resident Courier font willprint in its place.

COURIER SUBSTITUTION IN EPS PICTURES

An Encapsulated PostScript (EPS) file contains code that enables a PostScriptdevice to print the file at a high resolution. EPS files may also include informa-tion about the fonts used within the file. If a Type 1 PostScript font referencedin the EPS cannot be located on either the computer or printer, Couriersubstitution will occur.

When you import an EPS file into QuarkXPress, it is represented on-screenby a low-resolution preview — you’re not actually viewing the PostScriptinformation. Even though your preview may display correctly on-screen,Courier substitution can still occur when printing.

å QuarkXPress versions 2.12 and later automatically scan imported EPS picturesand will inform you of missing fonts when printing the file.

Chapter 3: Printing

28


UNLIMITED DOWNLOADABLE FONTS (MAC OS ONLY)

If Unlimited Downloadable Fonts (UDF) is turned on in your printer driver,Courier substitution will sometimes occur with the text that appears in importedEPS files, when printing from QuarkXPress. This is because QuarkXPress looks atthe fonts that are being used in the EPS file, and downloads the fonts that arenot resident to the printer.

When UDF is selected, the previous font is flushed as each new one isdownloaded. Thus, when this process is finished, only the last font down-loaded remains in the printer’s memory, any other fonts used in the EPS fileundergo Courier substitution. Let’s say your EPS file contains Times, Futura,and Palatino. When the document with the EPS picture is printed, Timeswill be downloaded, and then flushed as Helvetica is downloaded. Helveticais then flushed as Palatino is downloaded. Now the only font remaining inthe printer’s memory is Palatino, so Times or Helvetica will be substitutedbecause they are not in the printer’s memory.

The solution is to turn Unlimited Downloadable Fonts off. The exact locationof this option may vary with the printer driver, but generally, you will find it bychoosing File & Print & Page Setup button and then choosing Options orPostScript Options in the printer driver interface.

COURIER SUBSTITUTION ON WINDOWS

If you are experiencing Courier substitution on Windows, start by generatinga list of fonts used within your document. To do so:

1 Open the problem document.

2 Choose File & Collect for Output. In the Collect for Output dialog box,click Report Only. This will generate a report containing useful informationabout your document. The report will be created as an XPress Tags file.

3 After generating the report, import the XPress Tags file into a newQuarkXPress document.

4 Refer to the “Document Fonts” section for a list of the fonts used in yourdocument as well as in any imported EPS pictures.

å If you are unfamiliar with the Collect for Output feature, please refer to AGuide to QuarkXPress.

You also can determine the fonts used within a document by choosingUtilities & Usage & Fonts tab. All fonts used in the document will be listedhere. This list includes fonts used in style sheets, even if the style sheets are notapplied, but it does not provide information about fonts used within EPS files.

Chapter 3: Printing

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Font Substitution in Printed Output

Once you have a list, make sure all the fonts used in your document arecorrectly installed on your system. If you are using a font utility to manageyour fonts, consult the utility’s documentation for instructions on installingand opening fonts.

If Courier substitution still occurs, the printer font files may be damaged.You may need to reinstall the fonts from the manufacturer’s original disk(s)or CD-ROMs.

COURIER SUBSTITUTION AND THE WIN. IN I

It’s a good idea to be aware of the size of your Win.ini file. Initialization files(which have the file extension .ini) have a maximum size of 65,536 bytes (64K).However, if the size of your Win.ini file exceeds 50K, Courier substitution mayoccur when printing.

Under Windows 95 and Windows 98, TrueType font information is stored inthe System Registry rather than the Win.ini file. As a result, removing TrueTypefonts will have no effect on the size of your Win.ini file. However, Type 1 fontinformation may be stored in the Win.ini file. Using Adobe Type Manager toremove a few Type 1 fonts can reduce the size of the Win.ini file.

Ensure that the paths to your Type 1 font files are listed in your Win.ini file.Your Win.ini file contains PostScript sections (for instance, [PostScript,LPT1])that include the path to your Type 1 PostScript font files. These sections corre-spond to the port to which your printer driver is connected ([PostScript,LPT1],[PostScript,File], and so on). Fonts are listed in this section only if they are notalready resident within the printer’s memory. If the paths to your Type 1 Post-Script font files are not listed, Courier substitution will occur. For example, ifyou are printing to the LPT1 port and the paths to the Type 1 printer font filesare not listed in the [PostScript,LPT1] section of your Win.ini, Courier will beprinted instead.

The Microsoft PostScript printer driver (Pscript.drv) references the Win.inifile for this information, while the Adobe PostScript driver (Adobeps.drv)references the ATM.ini file for this same information. If you are using theAdobe PostScript driver, check the ATM.ini file to ensure that the properpath to your printer font files is listed.

After installing new printers, you may need to update the paths to the Type 1fonts, so that the new printers are referencing the same location.

To quickly update or rebuild the paths to the Type 1 fonts, deactivate and thenreactivate fonts or font sets in Adobe Type Manager (ATM). Since incorrect ormissing paths are frequently a cause of Courier substitution, rebuilding thepaths can often fix this problem. If you are unfamiliar with ATM, please consultthe ATM documentation for instructions on working with fonts and font sets.

Chapter 3: Printing

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Font Substitution in Printed Output

Chapter 4: Error Messages

This section chapter explains some common error messages and how to deal with them.

If you are experiencing PostScript errors while printing, please see the “PostScript Errors”

section in Chapter 3, “Printing.”

MESSAGES ASSOCIATED WITH DAMAGED DOCUMENTS

QuarkXPress documents, like any form of electronically stored data, can becomedamaged. The damage can generate a wide variety of symptoms, but the problem isthe same: the data cannot be interpreted by the application or the operating system.

All of the data that makes up a document is susceptible to damage, from objects the filecontains, such as the picture previews or QuarkXPress elements, to the file structureitself, such as the header information or the Mac OS resource fork.

Whether a file can be recovered depends on where the damage lies. If the damage isto the essential document structure, chances are slim; if the damage lies in an objectwithin the file, the chances are better.

You can get an idea of what type of damage you’re dealing with by checking the errormessage. Any of the following messages are usually an indication of structure damage:

• Bad File Format [70]

• Unexpected end of file encountered [-39]

• Out of Memory [-108]

BAD FILE FORMAT [-70]

This is a system-level error message that indicates a file header has becomedamaged. This usually occurs due to an incomplete save. Document damageat this level is very difficult to overcome.

Bad File Format [-70] occurs during an incomplete save. An incomplete savecan be caused by crashing while saving or if there is a network problem whileyou are saving your document across the network.

As always, prevention is the best cure. Keep regular backups under a separatename. Run a clean system, using only safe, commercially available extensionsand control panels. Allocate adequate memory to QuarkXPress. If a documentexhibits strange behavior, try a thumbnail drag.


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Messages Associated with Damaged Documents

You can also try opening the document in QuarkXPress on another platform.Since QuarkXPress for Mac OS and QuarkXPress for Windows access the fileheader differently, you may be able to open the document on one platformand not the other.

If the document will not open on another platform, you may want to contactMarkzware Software. Markzware distributes XTensions software that mayenable you to recover some or all of the document.

OUT OF MEMORY [-108]

Out of Memory [-108] can be somewhat deceptive. It may actually mean thatthe application does not have enough memory to open the document. Thiscould occur if the application does not have enough memory allocated, therewas not system memory to allocate, or the computer simply does not have thememory to accommodate the application or document.

This error message can also mean that the document is damaged. QuarkXPressidentifies the file and begins to open the document, but then encounters anerror condition and cycles continuously through the document until the avail-able memory is used up. The error condition can occur in any portion of thefile: an item or its contents, the page level data, or in the essential documentstructure itself.

This error message can sometimes be caused by a damaged font.

On Mac OS, try increasing the memory first. If that doesn’t work, try disablingthe fonts and then opening the document.

UNEXPECTED END OF FILE ENCOUNTERED [-39]

An unexpected end of file encountered [-39] means that either the end of filemarker is damaged or missing, or the end of file data does not reach the locationdefined by the end of file marker.

Unfortunately, document damage at this level is very difficult to overcome.If the file size after you receive the error message is dramatically lower thanthe original size, the chances of recovery are minimal. You should use abackup copy if one is available.

You can also try copying the file to a different volume, such as a floppy disk,Zip disk, or network volume. Also, try opening the file on the other platform.This will sometimes rewrite the header information on the new volume.


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Messages Associated with Damaged Documents

RECOVERING DAMAGED DOCUMENTS

Most damaged files are the result of an incomplete save. An incomplete save may occurif an error occurs or the application or system crashes while saving a document or if thenetwork “goes down” or “times out” while saving a document to a network drive. Filesalso can become damaged if you save a document to damaged media or if the mediabecomes damaged at a later point in time. Depending on the cause of the damage ordegree of damage, you may be able to recover the document.

To ensure that you do not lose valuable data, be sure to back up your documentsat regular intervals, preferably to external media or a different drive on yoursystem. You can also do the following to reduce the likelihood of file damage:

1 Allocate adequate memory to QuarkXPress for Mac OS, especially if you areworking with complex documents. This will decrease the likelihood of acrash while saving.

2 If a document exhibits strange behavior, try performing a thumbnail drag.

3 Perform regular disk maintenance on your hard drive or other media using adisk utility. Windows users should defragment their drive(s) regularly.

RECOVERING A DAMAGED DOCUMENT

If you do not have a backup copy of your document and want to try recoveringthe document, you can try these steps below as well as the steps suggested foreach error message.

1 You can try isolating QuarkXPress. For instructions, see “Crashing at ApplicationLaunch” in Chapter 2, “Crashing, Quitting, Freezing, and GPFs.”

2 You can also try opening a copy of the document in a word processing applica-tion such as Microsoft Word. This will strip out all layout and graphics, but mayretain some usable text.

3 You can try the steps outlined in “Crashing in a Document” in Chapter 2,“Crashing, Quitting, Freezing, and GPFs.” Not all steps may apply to yourdamaged document.

4 (Mac OS only) Allocate as much memory as you have available to QuarkXPressand then try to open the document. (To allocate more memory to the applica-tion, quit the application; click the application icon once to select it, and thenchoose File & Get Info in the Finder. Increase the value in the PreferredSize field. Close the Info window and relaunch QuarkXPress.)


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Recovering Damaged Documents

OTHER ERROR MESSAGES AND ALERTS

THIS DOCUMENT CAN’T BE OPENED BY THIS VERSION OF

QUARKXPRESS. [17]

The error message “This document can’t be opened by this version ofQuarkXPress.[17]” will display under one of the following circumstances. Inmost cases, you can open the document with the proper version of QuarkXPress.

MULTIPLE LANGUAGE DOCUMENT

A document saved in QuarkXPress Passport in multiple-language format (File &Save & Format & Multiple Languages) will not open in a single-languageversion of QuarkXPress. To open a QuarkXPress Passport document with a single-language version of QuarkXPress, you must save it from QuarkXPress Passportin single-language format (File & Save As & Format & Single Language).

DIFFERENT LANGUAGE VERSION

A document saved in an East Asian language version of QuarkXPress (Japanese,Korean, Simplified Chinese, or Traditional Chinese) cannot be opened by non-East Asian language versions of QuarkXPress or QuarkXPress Passport.

2-byte (East Asian) versions of QuarkXPress can open 1-byte (non-East Asian)documents. QuarkXPress will convert a 1-byte document to a 2-byte documentto open it.

∫ If you choose to convert, you will not be able to open the new 2-byte documentin the 1-byte version of QuarkXPress or QuarkXPress Passport.

å East Asian language software, fonts, and operating systems are known as“2-byte” software because they require two bytes of data to describe theirfont character sets.

NON-QUARKXPRESS DOCUMENT

In QuarkXPress for Windows, you will receive the error message “This documentcan’t be opened by this version of QuarkXPress.[17]” if you attempt to open anon-QuarkXPress document using File & Open. You also may receive thiserror message if you double-click a non-QuarkXPress document that was inad-vertently named with a QuarkXPress file extension, such as “.qxd”or “.qxt”.

See the File Type field in the File & Open dialog box to make sure the docu-ment you are attempting to open is indeed a QuarkXPress document.

å A document saved in QuarkXPress for Windows may not display in the File &Open dialog box if it does not have the correct three-character extension.


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Other Error Messages and Alerts

A non-QuarkXPress document inadvertently saved on the Windows platformwith a QuarkXPress extension, such as “.qxd” or .”qxt”, may be assigned aQuarkXPress document type and creator code when copied onto a Mac OScomputer or when copied to a Windows NT server. When you attempt to openthis document in QuarkXPress for Mac OS, you will receive the error message“This document can’t be opened by this version of QuarkXPress.[17].”

COMPRESSED F ILE

Files are often encoded or compressed for transmission over the Internet or toconserve space when copying to a diskette. If you try to open a compressed orencoded file in QuarkXPress, you will receive the error message “This documentcan’t be opened by this version of QuarkXPress. [17].” Be sure to decompress ordecode files before you attempt to open them.

DAMAGED DOCUMENT

Damaged documents can cause any number of error messages or alerts todisplay, including the error message “This document can’t be opened by thisversion of QuarkXPress.[17].” You can try the steps in “Recovering damageddocuments” earlier in this chapter to try to recover the document.

DEMONSTRATION VERSION OF XTENSIONS SOFTWARE INSTALLED

A fully functional version of QuarkXPress may launch in demo mode if ademonstration or evaluation copy of XTensions software is loaded. (An alertwill display if QuarkXPress is launched in demo mode.) Documents saved whileQuarkXPress is in demo mode will not open in a fully-functional version ofQuarkXPress. However, you can reopen the documents with the same demon-stration XTensions software loaded.

For complete details on how demonstration XTensions software willfunction with QuarkXPress, consult the manufacturer or the XTensionssoftware documentation.

DOCUMENT SAVED IN NEWER VERSION OF QUARKXPRESS

Documents saved in later versions of QuarkXPress cannot be opened usingearlier versions. However, this does not apply to minor revisions and patchesmade for a particular version.

For example, a QuarkXPress 4.11 document could be opened inQuarkXPress 4.04 (or vice versa), but a QuarkXPress 5.0 document cannotbe opened in QuarkXPress 4.0.


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“SOME SETTINGS SAVED WITH THIS DOCUMENT ARE DIFFERENT

FROM THOSE IN THE XPRESS PREFERENCES FILE” (NONMATCHING

PREFERENCES ALERT)

When you open a document that contains kerning table or tracking tableinformation, hyphenation exceptions, or frame data that does not match thecurrent settings in the “XPress Preferences” file, QuarkXPress displays theNonmatching Preferences alert.

Settings in the following areas will trigger the Nonmatching Preferencesalert if they do not match the settings in the “XPress Preferences” file:

• Customized kerning/tracking table information (Utilities & Kerning TableEdit or Utilities & Tracking Edit)

• Customized hyphenation exceptions (Utilities & Hyphenation Exceptions)

• Customized dashes and stripes (Edit & Dashes and Stripes)

Discrepancies in Application or Document preferences settings (Edit &Preferences) should not trigger the Nonmatching Preferences alert.

The top portion of the alert indicates which preference settings do notmatch the current “XPress Preferences” file. For example, it may display“Some settings saved with this document are different from those in the‘XPress Preferences’ file:”

• Kerning/tracking does not match.

• Hyphenation exceptions do not match.

The lower portion of this dialog box offers two options:

• Use XPress Preferences. This option uses the information in the active“XPress Preferences” file. Any custom settings (including custom frames) previ-ously stored in the document will be discarded once the document is saved.This may cause text within the document to reflow. Any changes made to thekerning table, tracking table, and hyphenation exceptions will be saved to the“XPress Preferences” file and will be available for use with other documents.

• Keep Document Settings. This option uses the preference settings storedwithin the document. All custom settings will be retained and text flow willremain the same. In addition, any changes made to the kerning table, trackingtable, and hyphenation exceptions will be saved with that document only andnot in the “XPress Preferences” file.

If nonmatching preferences create a problem in your workflow, you mightwant to create a master “XPress Preferences” file and distribute it to everyonein your group. Instruct all users to not modify the kerning or tracking tables,the hyphenation exceptions, or the custom frame data. Also, be sure to keepa backup copy of this master “XPress Preferences” file.


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QuarkXPress creates an “XPress Preferences” file with default settings if it can’tfind an “XPress Preferences” file in its own folder’s “Preferences” folder.

MAC OS ONLY — “THE DOCUMENT ‘DOCUMENT_NAME.QXD’ COULD

NOT BE OPENED, BECAUSE THE APPLICATION ‘QUARKXPRESS’ COULD

NOT BE FOUND. COULD NOT FIND A TRANSLATION EXTENSION WITH

APPROPRIATE TRANSLATORS.”

This error message can occur when you double-click to open a document. It mayalso manifest itself as file icons that appear generic. It usually occurs because thefile associations need to be rebuilt or updated.

File associations are used to tell Mac OS to launch QuarkXPress when youdouble-click a QuarkXPress document, or SimpleText when you double-clicka text document. The Mac OS stores information about applications, icons,and file associations in the desktop file. If the computer has been crashingfrequently, or if you have recently installed an application, you shouldrebuild the desktop file.

To rebuild the desktop:

1 Press C+Option while restarting the computer, until you see the alert “Are yousure you want to rebuild the desktop on (name of hard drive)?”

2 Click OK, and the desktop file will be rebuilt. It may take a few minutes. Afteryou’ve rebuilt the desktop, you should be able to double-click files to open themor launch the application again.

∫ If you have a partitioned drive, you will receive the alert for each partitionyou have.

å Rebuilding the desktop is good preventive maintenance and should be doneanywhere from once a week to once a month, depending on your workflow.

There are also third-party utilities available that will rebuild your desktop.


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