{"id":32,"date":"2023-06-14T08:25:41","date_gmt":"2023-06-14T06:25:41","guid":{"rendered":"https:\/\/newblog.colorgate.com\/en\/2023\/06\/14\/create-support-info-file-v23\/"},"modified":"2026-01-15T12:38:39","modified_gmt":"2026-01-15T11:38:39","slug":"create-support-info-file-v23","status":"publish","type":"post","link":"https:\/\/blog.colorgate.com\/en\/create-support-info-file-v23\/","title":{"rendered":"How to create a Support Info File as of Version 23"},"content":{"rendered":"\n<p>You have a support case, have already created a web ticket in the <a href=\"https:\/\/www.colorgate.com\/support\/en\/\">ColorGATE web support<\/a> and have now been asked by our Professional Services team to create a support info file (SIF)? In this blog article, you will learn what a support info file actually is, how it helps to solve your support case quickly and easily, and how to create it in V23 or in a newer Version.<\/p>\n\n\n\n<p>If you want to create a SIF using V22.10 or an older version, click <a href=\"https:\/\/blog.colorgate.com\/en\/575-create-support-info-file\/\" data-type=\"link\" data-id=\"https:\/\/blog.colorgate.com\/en\/575-create-support-info-file\/\">here<\/a><\/p>\n\n\n\n<!--more-->\n\n\n\n<h3 class=\"wp-block-heading\"><strong><span data-contrast=\"auto\">What Is a Support Info File<\/span><\/strong><\/h3>\n\n\n\n<p><span data-contrast=\"auto\">For some support requests, our specialists need as much information as possible in order to to localize the problem precisely, and thus solve it faster. The support info file helps here: It contains all the data we need to understand the problem.<\/span><span data-ccp-props=\"{&quot;134245417&quot;:false}\">&nbsp;<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong><span data-contrast=\"auto\">What are the benefits of a support info file<\/span><\/strong><span data-ccp-props=\"{&quot;134245417&quot;:false,&quot;335559685&quot;:244,&quot;335559738&quot;:240}\">&nbsp;<\/span><\/h3>\n\n\n\n<p><span data-contrast=\"none\">With a SIF, <\/span><span data-contrast=\"auto\">you can send all <\/span><span data-contrast=\"none\">files to us with just one click. This way, our Professional Services team receives all the information they need. The following files are provided to us:<\/span><span data-ccp-props=\"{&quot;134245417&quot;:false}\">&nbsp;<\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span data-contrast=\"auto\">Program settings (.INI)<\/span><\/li>\n\n\n\n<li>Printer definitions<span data-ccp-props=\"{&quot;134245417&quot;:false}\"><span data-ccp-props=\"{&quot;134245417&quot;:false}\"> (.COS)<\/span><\/span><\/li>\n\n\n\n<li><span data-contrast=\"auto\">Log files<\/span><span data-ccp-props=\"{&quot;134245417&quot;:false}\">&nbsp;<\/span><\/li>\n\n\n\n<li><span data-contrast=\"auto\">License number<\/span><span data-ccp-props=\"{&quot;134245417&quot;:false}\">&nbsp;<\/span><\/li>\n\n\n\n<li><span data-contrast=\"auto\">Selected jobs (.CJB)<\/span><span data-ccp-props=\"{&quot;134245417&quot;:false}\">&nbsp;<\/span><\/li>\n\n\n\n<li><span data-contrast=\"auto\">Profiles and linearizations used by the selected jobs<\/span><span data-ccp-props=\"{&quot;134245417&quot;:false}\">&nbsp;<\/span><\/li>\n\n\n\n<li><span data-contrast=\"auto\">Print data for selected jobs<\/span><\/li>\n\n\n\n<li><span data-contrast=\"auto\">Printer related settings<\/span><span data-ccp-props=\"{&quot;134245417&quot;:false}\">&nbsp;<\/span><\/li>\n<\/ul>\n\n\n\n<p>In some cases, you may be asked by our Professional Services team to perform an error diagnostic before creating a support info file. You will learn how to do this <a href=\"#diagnose\" rel=\"noopener\">furtherdown<\/a> in this blog article.\u00a0<a data-hs-anchor=\"true\" id=\"SIF-Webticket\"><\/a><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong><span data-contrast=\"auto\">How to create and upload a support info file directly in the software&nbsp;<\/span><\/strong><\/h3>\n\n\n\n<p>As of version 23<span style=\"font-size: 9px\">,&nbsp; <\/span>you can create and upload a support info file conveniently from within a web ticket directly in the software. This is the easiest and fastest way to create a support info file.<\/p>\n\n\n\n<p>If your RIP computer has no internet access, you can also create a SIF and upload it to the web ticket system on our Service &amp; Support area afterwards. Please read section <a href=\"#A1\" rel=\"noopener\">How to create and upload a support info file without internet access<\/a> <span id=\"hs_cos_wrapper_post_body\" data-hs-cos-general-type=\"meta_field\" data-hs-cos-type=\"rich_text\"><span data-contrast=\"auto\">at the end of this blog article<\/span><\/span> to learn how you can do this.<\/p>\n\n\n\n<p><span style=\"font-weight: bold\">Note<\/span>: Please note, that you need to create a web ticket first, before creating a support info file. In the blog article <a href=\"creating-webtickets-technical-support-at-colorgate\">ColorGATE Web Support &#8211; Creating Web tickets<\/a> we show you how to create a web ticket. In order to create a web ticket, you must have registered once as a user on the ColorGATE Service and Support Site. You can find out how to do this <a href=\"https:\/\/www.colorgate.com\/support\/en\/\" rel=\"noopener\">here<\/a>.<\/p>\n\n\n\n<p>Please follow the next steps to create and upload support info files from within a web ticket in the software<span style=\"font-size: 9px\">.<\/span><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Click <em>Help<\/em> &gt; <em>Web tickets&#8230;<\/em>.<\/li>\n\n\n\n<li><span style=\"font-size: 9px\"><\/span>In the dialog that now opens, click on <em>Login with your ColorGATE account credentials<\/em>.<br><figure><img decoding=\"async\" loading=\"lazy\" width=\"605\" height=\"387\" style=\"height: auto;max-width: 100%;width: 605px\" src=\"https:\/\/blog.colorgate.com\/en\/wp-content\/uploads\/sites\/2\/2025\/12\/Web_tickets_login.png\" alt=\"Web_tickets_login\"><\/figure><br><\/li>\n\n\n\n<li><span><span style=\"color: black;text-decoration: none\"> <\/span><\/span><span style=\"color: #4f4f4e\"><span style=\"text-decoration: none\">Enter your ColorGATE access data and click <em>OK<\/em>.<\/span><\/span><\/li>\n\n\n\n<li><span><span style=\"text-decoration: none\"> <\/span><\/span><span style=\"color: #000000\"><span style=\"color: #4f4f4e\">Click <em>Create ticket<\/em> to create a new web ticket or select an existing ticket. For more information on how to create a new ticket, please read our blog article<\/span> <\/span><a href=\"creating-webtickets-technical-support-at-colorgate\">ColorGATE Web Support &#8211; Creating Web tickets<\/a><span>.<\/span><\/li>\n\n\n\n<li>Click <em>Upload support info file<\/em> to create and upload a support info file.<br><figure><img decoding=\"async\" loading=\"lazy\" width=\"806\" height=\"284\" style=\"height: auto;max-width: 100%;width: 806px\" src=\"https:\/\/blog.colorgate.com\/en\/wp-content\/uploads\/sites\/2\/2025\/12\/create_and_uplad_sif_rot.png\" alt=\"create_and_uplad_sif_rot\"><\/figure><br><span style=\"font-size: 16px\">The dialog <em>Ticket Nr.: Upload support info file<\/em> opens.<\/span><br><figure><img decoding=\"async\" loading=\"lazy\" width=\"611\" height=\"483\" style=\"height: auto;max-width: 100%;width: 611px\" src=\"https:\/\/blog.colorgate.com\/en\/wp-content\/uploads\/sites\/2\/2025\/12\/SIF_to_ticket.png\" alt=\"SIF_to_ticket\"><\/figure><br><span style=\"font-size: 16px\"><\/span><\/li>\n\n\n\n<li>Optionally, you can add the job (or the container or even multiple jobs) with which the problem occurred. To do this, please click on the relevant job in the job archive, before you start to create a support info file and then enable the option <em>Include selected jobs<\/em>.<br><strong>Note<\/strong>: When you select a job or container, the corresponding print data is integrated into the support info file. This has the benefit that our Professional Services team receives additional and more detailed information for troubleshooting. However, you also have the option to generate a SIF without first selecting a job. In this case, no job-specific data is transferred.<\/li>\n\n\n\n<li>If our Professional Services employee has asked you to include the print data in the SIF, please check the <em>Add print data<\/em> checkbox<em>.<\/em><\/li>\n\n\n\n<li>Optionally, you can leave a message about the uploaded data in the field under <em>Message (optional).<\/em><\/li>\n\n\n\n<li>Click <em>OK.<\/em><a data-hs-anchor=\"true\" id=\"diagnose\"><\/a><\/li>\n<\/ol>\n\n\n\n<h3 class=\"wp-block-heading\"><span>How to configure error diagnostics&nbsp;<\/span><\/h3>\n\n\n\n<p><span>In some cases, you may be asked by our Professional Services team to perform an error diagnostic before creating a support info file. This increases the logging and thus facilitates and improves the ColorGATE support. In addition, it is possible to modify the tracing without restarting the system.&nbsp;<\/span><\/p>\n\n\n\n<p><span><strong>Note<\/strong>: Please activate the <em>Configure Diagnostics<\/em> function only when requested by a Professional Services employee as this may reduce the performance of your system. For regular operation, the function should be deactivated again.<\/span><\/p>\n\n\n\n<p><span>To configure error diagnostics, perform the following steps:<\/span><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><span style=\"font-size: 16px\">Click <em>Help<\/em> &gt; <em>Configure Diagnostics&#8230;. <\/em>The <em>Configure Diagnostics<\/em> dialog opens.<br><figure><img decoding=\"async\" loading=\"lazy\" width=\"416\" height=\"248\" style=\"height: auto;max-width: 100%;width: 416px\" src=\"https:\/\/blog.colorgate.com\/en\/wp-content\/uploads\/sites\/2\/2025\/12\/Configure_Diagnostics.webp\" alt=\"Configure_Diagnostics\"><\/figure><br><\/span><\/li>\n\n\n\n<li><span style=\"font-size: 16px\">Select which components of the program should be logged: <em>Frontend<\/em>, <em>RIP Server<\/em>, <em>Print Server<\/em>. The required components have been previously mentioned to you by our Professional Services employee.&nbsp;<\/span><\/li>\n\n\n\n<li><span style=\"font-size: 12px\"><span style=\"font-size: 16px\">Click <em>OK<\/em>. Logging is started and the data of the selected components is integrated into the support info file created next<\/span>.\u00a0<\/span><a data-hs-anchor=\"true\" id=\"A1\"><\/a><\/li>\n<\/ol>\n\n\n\n<h3 class=\"wp-block-heading\">How to create and upload a support info file without internet access<\/h3>\n\n\n\n<p><span style=\"font-size: 16px\">We recommend that you create support info files from within a web ticket directly in the software (<a href=\"#SIF-Webticket\" rel=\"noopener\">see above<\/a>). In rare cases, for example if your RIP computer has no internet connection, you can also create a SIF and upload it to the web ticket system on our Service &amp; Support area afterwards.<\/span><\/p>\n\n\n\n<p><span data-contrast=\"auto\" style=\"font-size: 16px\">To do this, please follow these steps:<\/span><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Click <em>Help<\/em> &gt; <em>Configure Diagnostics&#8230;. <\/em>The <em>Configure Diagnostics<\/em> dialog opens.<\/li>\n\n\n\n<li><span style=\"font-size: 16px\">Activate <em>Show advanced support options menu <\/em>and click <em>OK. <\/em>You will be prompted to restart the software to activate the changes.<br><figure><img decoding=\"async\" loading=\"lazy\" width=\"416\" height=\"248\" style=\"height: auto;max-width: 100%;width: 416px\" src=\"https:\/\/blog.colorgate.com\/en\/wp-content\/uploads\/sites\/2\/2025\/12\/Configure_Diagnostics_rot.png\" alt=\"Configure_Diagnostics_rot\"><\/figure><br><\/span><\/li>\n\n\n\n<li><span style=\"font-size: 12px\"><\/span><span style=\"font-size: 16px\">Click <em>Help<\/em> <em>&gt; Advanced support options<\/em> &gt; <em>Create Support Info File&#8230;<br><figure><img decoding=\"async\" loading=\"lazy\" width=\"804\" height=\"240\" style=\"height: auto;max-width: 100%;width: 804px\" src=\"https:\/\/blog.colorgate.com\/en\/wp-content\/uploads\/sites\/2\/2025\/12\/SIF.png\" alt=\"SIF\"><\/figure><br><\/em><p><br><span style=\"font-size: 16px\">The <em>Create Support Info File<\/em> dialog opens.<br><img decoding=\"async\" loading=\"lazy\" width=\"611\" height=\"356\" style=\"height: auto;max-width: 100%;width: 611px\" src=\"https:\/\/blog.colorgate.com\/en\/wp-content\/uploads\/sites\/2\/2025\/12\/Create_Support_Info_File.png\" alt=\"Create_Support_Info_File\"><br><\/span><\/p><\/span><\/li>\n\n\n\n<li><span> <\/span><span>Optionally, you can select the job with which the problem occurred. You can also select multiple jobs or a container. <\/span>To do this, please click on the relevant job in t<span style=\"color: #4f4f4e\">he job archive, b<\/span>efore you start to create a support info file, and enable the option <em>Include selected jobs<\/em>.<br><strong>Note<\/strong><span>: When you select a job or container, the corresponding print data is integrated into the support info file. This has the benefit that our Professional Services team receives additional and more detailed information for troubleshooting. However, you also have the option to generate a SIF without first selecting a job. In this case, no job-specific data is transferred.<\/span><\/li>\n\n\n\n<li><span>If our Professional Services employee has asked you to include the print data in the SIF, please check the <em>Add print data<\/em> checkbox<em>.<\/em><\/span><\/li>\n\n\n\n<li><span style=\"font-size: 16px\">Click <em>OK<\/em>. The file will be saved in zip format locally on your computer at <em>C:\/Users\/username\/AppData\/Local\/Temp\/CGSupport<\/em>.<\/span><br><span style=\"font-size: 16px\"><\/span><\/li>\n\n\n\n<li><span style=\"font-size: 16px\">To <\/span> upload the support info file in the <a href=\"https:\/\/www.colorgate.com\/support\/de\/support\/websupport\">ColorGATE web support area\u00a0<\/a>g<span style=\"color: windowtext\"><span style=\"color: #4f4f4e\">o to <\/span><\/span><a href=\"https:\/\/www.colorgate.com\/support\/en\" rel=\"noopener\">https:\/\/www.colorgate.com\/support\/en <\/a><span style=\"color: windowtext\"><span style=\"color: #4f4f4e\">and login with you access data.<\/span><\/span><\/li>\n\n\n\n<li><span style=\"color: #4f4f4e\">Click <em>Menu<\/em> &gt; <em>Web Support<\/em>.<\/span><\/li>\n\n\n\n<li><span style=\"color: #4f4f4e;font-size: 16px\">Click <em>Create ticket<\/em> to create a new web ticket or select an existing ticket.<\/span><\/li>\n\n\n\n<li><span style=\"color: #4f4f4e\">To upload the support info file, open the appropriate web ticket in the <a style=\"color: #4f4f4e\" href=\"https:\/\/www.colorgate.com\/support\/en\/support\/web-support\"><span style=\"text-decoration: none\">ColorGATE web support area\u00a0<\/span><\/a>and click <span style=\"font-style: italic\">Upload support info file<\/span>.<br><\/span><figure><img decoding=\"async\" loading=\"lazy\" width=\"492\" height=\"119\" style=\"height: auto;max-width: 100%;width: 492px\" src=\"https:\/\/blog.colorgate.com\/en\/wp-content\/uploads\/sites\/2\/2025\/12\/upload_sif_markiert_rot.png\" alt=\"upload_sif_markiert_rot\"><\/figure><br><span style=\"color: #4f4f4e\"><\/span><\/li>\n\n\n\n<li>Please let us know via the corresponding web ticket that you have created and uploaded a support info file. To do this, you can either manually switch to the <a href=\"https:\/\/www.colorgate.com\/support\/en\/support\/web-support\"><span>web support area of our support site<\/span><\/a> or click <em>Yes<\/em> in the dialog that appears after you have uploaded the SIF to be redirected directly to the web support area.<\/li>\n\n\n\n<li>In the web support area, open the appropriate web ticket and click <em>Add comment<\/em> in order to notify us of the uploaded SIF.<span data-ccp-props=\"{&quot;134245417&quot;:false,&quot;335559738&quot;:149}\"><br><\/span><\/li>\n<\/ol>\n\n\n\n<p><span data-contrast=\"auto\">We hope we could give you all information to create a support info file and to enable error diagnostics. If you have any questions about this, please contact us at <\/span><a href=\"mailto:contact@colorgate.com\" rel=\"noopener\">contact@colorgate.com<\/a><span data-contrast=\"auto\">. <\/span><\/p>\n\n\n\n<p><span data-contrast=\"auto\">If you would like to create a web ticket, please click <\/span><a href=\"https:\/\/www.colorgate.com\/support\/en\/support\/web-support\"><span data-contrast=\"none\">here<\/span><\/a><span data-contrast=\"auto\">.&nbsp;<\/span><span data-ccp-props=\"{&quot;134245417&quot;:false,&quot;335559738&quot;:4}\">&nbsp;<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>This article explains how a support info file (SIF) is created and how it helps to solve your support case quickly and easily.<\/p>\n","protected":false},"author":10,"featured_media":177,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[5],"class_list":["post-32","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-allgemein","tag-knowledge-base"],"_links":{"self":[{"href":"https:\/\/blog.colorgate.com\/en\/wp-json\/wp\/v2\/posts\/32","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blog.colorgate.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.colorgate.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.colorgate.com\/en\/wp-json\/wp\/v2\/users\/10"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.colorgate.com\/en\/wp-json\/wp\/v2\/comments?post=32"}],"version-history":[{"count":24,"href":"https:\/\/blog.colorgate.com\/en\/wp-json\/wp\/v2\/posts\/32\/revisions"}],"predecessor-version":[{"id":1125,"href":"https:\/\/blog.colorgate.com\/en\/wp-json\/wp\/v2\/posts\/32\/revisions\/1125"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/blog.colorgate.com\/en\/wp-json\/wp\/v2\/media\/177"}],"wp:attachment":[{"href":"https:\/\/blog.colorgate.com\/en\/wp-json\/wp\/v2\/media?parent=32"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.colorgate.com\/en\/wp-json\/wp\/v2\/categories?post=32"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.colorgate.com\/en\/wp-json\/wp\/v2\/tags?post=32"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}