Special Report: Troubleshooting QuarkXpress 6.0

We have published the special report: Troubleshooting QuarkXpress 6.0; covering the following topics and containing some previously unpublished tips and information.

• Licensing fees for multiple machines, new plan coming
• PDF Issues: Adding a virtual PostScript printer; using Jaws RIP; Limitations
• Validation codes causing crashes; new codes distributed
• Runaround and text flow problems
• Solving multiple user installation issues
• Indices lost
• Opening 5.x, 4.x created files
• Tech support provisions and cost
• Disabling the "Command-Tab" application switcher for proper Quark function

{MacFixIt_StoryBox}

Licensing fees for multiple machines, new plan coming

Quark has taken a controversial tact in its licensing scheme for Xpress 6.0, requiring that each machine where the software is being installed carry its own specific license. This means that, technically, if you want to use Quark Xpress 6.0 on both your desktop and laptop, you will have to buy two separate licenses at around US$900 each.

One MacFixIt reader describes his plight with the current licensing situation: "I have been a Quark Xpress user since about 1988 and have had two copies - I always upgraded both. I think that is fair for them as I use two computers side by side. At home I have a PowerMac G4 DP/800 and a 15" PowerBook G4. I frequently work with both at the same time then copy to the portable then go to the office. I am a plastic surgeon, and I do my own brochures and office forms on Quark . My office desktop is an older PowerMac G4/500. When I travel I need a smaller 12" PowerBook. That is all, 4 computers, one user.

"I had one copy of Quark on the two portables and the other copy of Quark on the two desktops. I just put Quark Xpress 6.0 on the 15" PowerBook G4 and another copy on the PowerMac G4 DP/800. I cannot put any copies on the other 12 PowerBook or the office PowerMac G4/500. I called Quark . They said I would have to buy 2 more copies, another US$2,000 worth of Quark . Does this make sense? One user and four computers at two different locations needing US$4,000 worth of Quark to function?"

Another reader, Mark Sticht adds "Just received my upgrade CD of 6.0. Installed on my desktop machine with no problem. Then It required an Internet connection in order to enable the application. No problem here either. However, when I went to install it on my PowerBook G4, the enabling function failed, saying that I already had enabled the maximum number of copies! Again, I am a single user wanting to utilize Xpress on both my desktop and laptop. Being only a single person, I would obviously never run the program simultaneously on two machines at the same time. After a call to Tech Support, I was told you can only install Quark Xpress one time one machine. The only solution is to buy additional copies."

The marketing department at Quark is working on a program to accommodate the installation of a single user copy onto several machines. A note from a technical support representative from Quark offers details of the upcoming program as well as confirmation that it will exist.

"Quark is in the process of setting up a special program for users who want to use QuarkXPress on both their desktop and laptop computers. The program will have additional fees and services to accommodate such users. If you are interested in participating in this program, please provide the following information so we can contact you when program details are determined (within 90 days):

• Company name
• Contact name
• Address
• City, State, ZIP
• Phone number
• Fax number
• E-mail address

"Please feel free to purchase your upgrade to QuarkXPress 6.0 now, and we will move you into this program later, if you so desire. "

PDF Issues: Adding a virtual PostScript printer; using Jaws RIP; PDF problems

Some users of Quark Xpress 6.0 have had problems creating PDF (portable document file) documents using the standard "Save as PDF..." option in Mac OS X's print dialog. These users are presented with an error message stating that a LaswerWriter 7 or better needs to be connected to the machine.

If you are experiencing this problem, try setting up a virtual PostScript printer. Apple Knowledge Base document #34886 has instructions for doing so:

[Open Print Center, choose Add Printer from the Printers menu, and choose "LPR Printers using IP" (or "IP printing") from the pop-up menu. Type "localhost" (no quotation marks) in the LPR Printer's Address field, choose a printer from the Printer Model pop-up menu, and click Add.

To save a PostScript file, choose the printer named "localhost" in the Print dialog and set the Output Options to save a PostScript file.

To give the printer a better name, deselect "Use Default Queue on Server" and type a name in the Queue Name field when you add the printer. Leave the address as "localhost."]

Quark XPress 6.0 has the Jaws RIP built into it for creating PDF's directly from Quark XPress.If you use the standard Save as PDF from Mac OS X's print dialog box, you will get poor PDF's completely unsuitable for production use. That path asks Quark XPress to print using QuickDraw (since it doesn't use Quartz directly), which then has Quartz produce a low resolution file.

The Jaws PDF Library is a library of routines that accepts PostScript language file input into either a PDF file or a PostScript language file. Configuration of most aspects of PostScript language file and PDF output is possible.

However, the PDF import/export functionality in Quark Xpress 6.0 has the following known flaws:

• Quark XPress will fail to import a PDF version 1.5 file
• If you import a Quark XPress PDF file that contains an imported monotone, duotone, or multi-tone EPS file, a PostScript error occurs when you print the layout as composite; if you print separations, a blank document prints. To avoid this problem, use the Save Page as EPS feature, rather then the PDF Export feature, when you want to export a page that contains a monotone, duotone, or multi-tone EPS file.
• If you export a layout as PDF with Embed all fonts unchecked in the PDF Export Options dialog box Job Options tab, and then import the resulting PDF file into a Quark XPress picture box, all fonts are substituted upon output, even if the fonts are installed on the computer.
• If you export a PDF file that contains more than 28 characters in its file name, an erroneous error message displays stating that Quark XPress is unable to create the file. Please note that when this occurs, Quark XPress does successfully export the PDF file.

In addition, PDF Exports doesn't support the creation of "sets" for various kinds of output settings; and it's not currently possible to export PDF/X-1a for blind transfers for print (used by major publishers).

One MacFixIt reader writes "If QuarkXPress did accept PDF 1.5 that would be questionable because it is a premature standard. A lot of testing is needed before supporting new versions of the PDF spec for print purposes. PDF/X-1a:2003, PDF/X-2:2003, and PDF/X-3:2003 to be published this August will implement PDF 1.4. It will likely be 2005 before we see PDF 1.5 used for any of the PDF/X implementations."

Validation code issues; new codes

Some readers who have no problems with installation are unable to ever launch Quark Xpress 6.0. The application simply delivers an "unexpectedly quit" message, and delivers the following to Mac OS X's crash log:

• Exception:  EXC_BAD_ACCESS
• Codes:      KERN_PROTECTION_FAILURE

or

• Exception:  EXC_BAD_ACCESS
• Codes:      KERN_INVALID_ADDRESS

Quark technical representatives say that this problem is being reported frequently and that it has to do with problems with validation codes.

Quark (as expected) is now providing new validation codes to users, resolving the issue upon re-installation. Anne Garland writes:

"The Quark technical support representative I spoke with yesterday returned my call today and e-mailed me a new validation code. He told me to uninstall the previous copy (simply trashing the Quark 6 folder from my Applications folder) and reinstall from the CD. Fortunately, I was able to copy and paste the new code in the installation process. This time the application launched without a problem.

"I also asked when Quark expects the user-to-user forum to be online again, and was told that they're having 'technical difficulties' and don't have a projected launch date."

Runaround and text flow problems

David Fenza reports that there seems to be a problem with runaround and text flow in Quark Xpress 6.0: "Even though a picture box may be selected as an item with runaround, the text may flow under the box. This happens intermittently, and it's maddening, as the work-arounds are time-consuming (making a 3 column page, 2 columns, etc.).

The disappearance of runaround seems to happen often when boxes are grouped. "Sometimes, if you ungroup the boxes, the runaround will work again. [...] The disappearance of runaround happens more frequently when your using an old layout. We were directed, by Quark support staff, to create new layouts in 6 and then drag and drop, from the thumbnail view, our old components (from version 4.11 files, in our case) into the new layout.

Solving multiple user installation issues

It seems that the Quark Xpress 6.0 installation is user-specific, unlike most other installers. This means that if Quark is installed under the administrator user, other users on the same computer can't use it. If you try to launch Quark , you receive an error message that Quark can't be launched "from a locked volume.

One MacFixIt reader writes "This is awful, because we have interns, part-timers, who need the same apps and who share the same machine, and it's best for each user to have their own login privileges."

Bryan Schappel suggests applying full read/write permissions for all users, which is accomplished by using this Terminal command: su chmod 777 /Applications/" Quark Xpress 6.0"

This is by no means ideal but will allow one installation be used by all users of the Mac. Apparently this needs to be done because Quark Xpress must read and write to items within its installation folder while running. It's also necessary so that users can enable and disable "XTensions".

Quark Xpress 4 and 5 also display problems in Classic mode on systems that are configured for multiple users. The problem is in the way Quark handles it's preference files. Unlike most applications, Quark keeps it's preferences inside the Quark Xpress application folder. Under OS X, the first user to launch Quark is assigned ownership of the preference file. When another user logs in and attempts to launch Quark , they receive a permissions related error.

John Goodchild writes "The only solution I have for this situation is to move the entire Quark Xpress application folder to another volume that has privileges disabled."

Indices lost

Aside from the serious issues users are experiencing opening files created in previous releases of Quark Xpress 6.0 (noted here), it also appears that when opening documents from Quark Xpress versions 4 and 5, all indices are lost.

However when you open Quark Xpress 4 documents with indices in InDesign 2, the index is preserved intact.

Opening 5.x, 4.x created files

Some users of QuarkXpress 6 are having problems opening files created in version 4.x and 5.x of the program. Users experiencing the problem receive the following error message:

"Unknown Error [ - 9589 ]"

The error is accompanied by no explanation.

People experiencing this problem have also, in some instances, been unable to copy sections (text and/or graphics) from previous releases and paste them into version 6.0.

Based on an analysis of reports we have received at MacFixIt, it seems that there is some typography settings or other content-related issue at work. This is indicated by the fact that an empty document created in Quark Xpress 5.0 will usually open without a hitch in Quark Xpress 6.0.

Though unconfirmed, we have corroborated reports from a few readers that Quark's technical support team is telling customers that they cannot guarantee Quark Xpress 6.0's capability to open version 4.0 created files.

Tech support provisions and cost

With the purchase of a Quark Xpress 6.0 (a US$ 900 product), you will receive one free technical support call. After your initial call, there are a few options for support.

For e-mail only support, the single-incident plan is priced at US$ 15 and lets you correspond with a Quark technician to resolve a single technical support problem. Under this plan,correspondence continues until the problem is successfully resolved; it is not limited to a single submission and response.

A one-year plan priced at US$ 129 gives you unlimited technical support through e-mail for 1 year from the date the plan is purchased.

For telephone support, the prices are significantly higher. The single-incident plan is US$ 39 and similarly lets you talk to a Quark technician to resolve a single technical support problem. Under this plan, telephone calls continue until the problem is successfully resolved; it is not limited to a single telephone call.

There is a 90-day, unlimited call phone plan for US$ 95, and a 1-year plan priced at US$ 229.

Disabling the "Command-Tab" application switcher for proper Quark function

The keyboard combination "Command-Tab" is used in Mac OS X to switch between currently running applications in a successive fashion. However, this keystroke is also utilized by some third-party applications like Adobe Illustrator and Quark Xpress (depending on your configuration) to switch between toolsets and perform other functions.

Fortunately, there is a two-punch shareware combination that will disable the "Command-Tab" function, allowing it to be freely used by other apps.

PullTab is an Application Enhancer module (APE) for Unsanity's APE system allows you to reclaim the Command-Tab and Command-Shift-Tab keystrokes from the MacOS X Dock. You must have Unsanity APE installed to use PullTab.

Resources

PullTab

APE

More from Late-Breakers