Gray displayed and printed as yellow

[KD952]

Hello!

We have the following problem in our company:

We have around 50 licenses. On 40 computers the program runs normally. On the rest the colour grey is displayed as yellow.

• It is not only an display issue. When you print the document on paper the colour grey is printed as yellow.

• It is not an document issue. When you open an "afflicted" document on a normal running computer there are no issues. (grey=grey)

Attached are three test files.

Page one of the documents. -> on a "normal" computer everything should appear as white (grey)
Page two of the documents. -> screenshot taken on an "afflicted" computer -> grey is yellow
Page three of the documents. -> screenshot taken of the properties on an "afflicted" computer

Printed_with_PDF-XChange.pdf

Printed_with_other_pdf-printer.pdf

Example_02.pdf

__________________________________________

"Afflicted" -> operating System: Windows 10 (+ 1 old computer with windows 7)
First known issue appeared in build 380 (only got the program recently) -> also persists in build 384

What I tried: reinstalling the program | updating to latest build.
Thank you for your help.
Kind regards,
Daniel

[Paul - Tracker Supp]

Hi, KD952

the first thing to check is whether those 10 have "Document Color Override" enabled and turn it off is so:

image.png

Let me know how that goes?

Kind regards,
Paul - Tracker Supp

[KD952]

Hello Paul!

I checked. "Document Color Override" is not active.

Kind regards,
Daniel

[Dimitar - Tracker Supp]

Hello Daniel,


Please try to following:

Go to this folder:

C:\Windows\System32\spool\drivers\color\

...and temporally move all of the color profiles you see there ( all the ICM and ICC files) to some folder.

The system will not allow you to move all of them but this is OK. Just move the ones you can.

Then please check if everything is OK with the colors.


Regards.

[KD952]

Hallo Dimitar!

Your solution fixed the problem!

Attached are two screenshots. One before removing all removable files and one after removing all removable files.

before.PNG

after.PNG

Aperently removing the files:

• B24W-7 LED.icm

• B24W-7_LED.icm

did the trick...

Is it fine to permanently remove these files to fix this issue??

Kind regards,
Daniel

[Tracker Supp-Stefan]

Hello KD952,

You should be fine with removing those two files - unless you need some specific colour calibration for that device as part of your work.
If those files are needed by some application - they would likely be recreated - and this time not interfere with our Editor's colour rendering, so it should be safe to keep them removed for now.

Kind regards,
Stefan

[KD952]

Thank you Stefan!

[Tracker Supp-Stefan]