{"id":39,"date":"2023-02-24T08:05:16","date_gmt":"2023-02-24T07:05:16","guid":{"rendered":"https:\/\/newblog.colorgate.com\/en\/2023\/02\/24\/575-create-support-info-file\/"},"modified":"2026-01-15T14:30:49","modified_gmt":"2026-01-15T13:30:49","slug":"575-create-support-info-file","status":"publish","type":"post","link":"https:\/\/blog.colorgate.com\/en\/575-create-support-info-file\/","title":{"rendered":"How to Create a Support Info File (SIF)"},"content":{"rendered":"\n<p>&nbsp;You have a support case, have already created a web ticket in the <a href=\"https:\/\/www.colorgate.com\/support\/en\/\" rel=\"noopener\">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 V22.10 or in an older Version.<\/p>\n\n\n\n<p>If you want to create a SIF using V23 or a newer version, click <a href=\"\/en\/create-support-info-file-v23\">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 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\"><span data-contrast=\"auto\">What Are the Benefits of a Support Info File<\/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><strong><span data-contrast=\"auto\">Note<\/span><\/strong><strong><span data-contrast=\"auto\">:&nbsp;<\/span><\/strong><span data-ccp-props=\"{&quot;134245417&quot;:false,&quot;335559738&quot;:240}\"> <\/span><span data-contrast=\"auto\">Before you create a support info file, you must create a web ticket. To learn how to create a web ticket, click <a href=\"\/en\/creating-webtickets-technical-support-at-colorgate\" rel=\"noopener\">here<\/a><\/span><span data-contrast=\"auto\">.&nbsp;<\/span><span data-ccp-props=\"{&quot;134245417&quot;:false}\"> <br><\/span><span data-contrast=\"auto\">In some cases, you may be asked by our Professional Services team to configure an error diagnostic before creating a support info file. You will learn how to do this at the end of this blog article.<\/span><span data-ccp-props=\"{&quot;134245417&quot;:false}\">&nbsp;<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span data-contrast=\"auto\">How to Create a Support Info File<\/span><\/h3>\n\n\n\n<ol class=\"wp-block-list\">\n<li><span data-contrast=\"auto\">Start the ColorGATE software.<\/span><span data-ccp-props=\"{&quot;134245417&quot;:false,&quot;335559738&quot;:149}\">&nbsp;<br><\/span><\/li>\n\n\n\n<li><span data-contrast=\"auto\">Optionally, you can select the job with which the problem occurred. You can also select multiple jobs or a container.<\/span><span data-ccp-props=\"{&quot;134245417&quot;:false,&quot;335559738&quot;:149}\"> <br><\/span><strong><span data-contrast=\"auto\">Note<\/span><\/strong><span data-contrast=\"auto\">: 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.<br><\/span><\/li>\n\n\n\n<li><span data-contrast=\"auto\"><span data-contrast=\"auto\" lang=\"DE-DE\">Click <\/span><em><span data-contrast=\"auto\" lang=\"DE-DE\">Help<\/span><\/em><span data-contrast=\"auto\" lang=\"DE-DE\"> &gt; <\/span><em><span data-contrast=\"auto\" lang=\"DE-DE\">Support<\/span><\/em><span data-contrast=\"auto\" lang=\"DE-DE\"> &gt; <\/span><em><span data-contrast=\"auto\" lang=\"DE-DE\">Create Support Info File&#8230;<\/span><\/em><span data-contrast=\"auto\" lang=\"DE-DE\">.<\/span><span data-contrast=\"auto\" lang=\"DE-DE\"><figure><img decoding=\"async\" loading=\"lazy\" width=\"789\" height=\"311\" style=\"height: auto;max-width: 100%;width: 789px\" src=\"https:\/\/blog.colorgate.com\/en\/wp-content\/uploads\/sites\/2\/2025\/12\/Create-support-Info-file-.png\" alt=\"Create support Info file-\"><\/figure><br><\/span><\/span><span data-contrast=\"auto\"><span data-contrast=\"auto\" lang=\"DE-DE\">The <em>Create Support Info File<\/em> dialog opens.<br><\/span><\/span><\/li>\n\n\n\n<li><span data-contrast=\"auto\"><span data-contrast=\"auto\" lang=\"DE-DE\">Enter your <em>Web ticket number<\/em>.&nbsp;<br><figure><img decoding=\"async\" loading=\"lazy\" width=\"605\" height=\"465\" style=\"height: auto;max-width: 100%;width: 605px\" src=\"https:\/\/blog.colorgate.com\/en\/wp-content\/uploads\/sites\/2\/2025\/12\/websupport-ticket_rahmen.png\" alt=\"websupport-ticket_rahmen\"><\/figure><br><\/span><\/span><\/li>\n\n\n\n<li><span data-contrast=\"auto\">If our Professional Services employee has asked you to include the print data in the SIF, please check the <\/span><i><span data-contrast=\"auto\">Add print data<\/span><\/i><span data-contrast=\"auto\"> <\/span><span data-contrast=\"auto\">checkbox<\/span><i><span data-contrast=\"auto\">.<\/span><\/i><span data-ccp-props=\"{&quot;134245417&quot;:false,&quot;335559738&quot;:149}\">\u00a0<br><\/span><\/li>\n\n\n\n<li><span data-contrast=\"auto\" lang=\"DE-DE\"><span>C<\/span><span>lick <\/span><\/span><em><span data-contrast=\"auto\" lang=\"DE-DE\">OK<\/span><\/em><span data-contrast=\"auto\" lang=\"DE-DE\"><\/span><span data-contrast=\"auto\" lang=\"DE-DE\"><span> to save<\/span><span> <\/span><span>the support<\/span><span> <\/span><span>info <\/span><span>file <\/span><span>in a <\/span><span>specified <\/span><span>folder<\/span><span>, and <\/span><span>then <\/span><span>click<\/span><\/span><em><span data-contrast=\"auto\" lang=\"DE-DE\"> <\/span><\/em><em><span data-contrast=\"auto\" lang=\"DE-DE\">Yes<\/span><\/em><span data-contrast=\"auto\" lang=\"DE-DE\"><span> <\/span><\/span><span data-contrast=\"auto\" lang=\"DE-DE\"><span>to <\/span><span>upload <\/span><span>it <\/span><span>to <\/span><span>the <\/span><span>ColorGATE <\/span><span>server<\/span><span>.<\/span><\/span><span><span>\u00a0<br><figure><img decoding=\"async\" loading=\"lazy\" width=\"409\" height=\"211\" style=\"height: auto;max-width: 100%;width: 409px\" src=\"https:\/\/blog.colorgate.com\/en\/wp-content\/uploads\/sites\/2\/2025\/12\/Upload_to_PS.png\" alt=\"Upload_to_PS\"><\/figure><br><\/span><\/span><p><span data-contrast=\"auto\">Once the upload process is complete, you will get a notification. You will also receive an email confirmation, that the support info file has been uploaded to Professional Services Team. <\/span><span data-ccp-props=\"{&quot;134245417&quot;:false,&quot;335559685&quot;:930}\">\u00a0<\/span><\/p><p><strong><span data-contrast=\"auto\">Note<\/span><\/strong><span data-contrast=\"auto\">: Alternatively, you can save the SIF locally on your computer and upload it later or from another computer. The file in zip format is located at <\/span>C:\/Users\/username\/AppData\/Local\/Temp\/CGSupport<span data-contrast=\"auto\">. To upload, open the appropriate web ticket i<span data-contrast=\"none\" lang=\"DE-DE\">n the <\/span><a href=\"https:\/\/www.colorgate.com\/support\/en\/support\/web-support\" target=\"_blank\" rel=\"noreferrer noopener\"><span data-contrast=\"none\" lang=\"DE-DE\">ColorGATE web support area\u00a0<\/span><\/a>and click <\/span><i><span data-contrast=\"auto\">Upload support info file<\/span><\/i><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;134245417&quot;:false,&quot;335559685&quot;:930}\">\u00a0<br><img decoding=\"async\" loading=\"lazy\" width=\"752\" height=\"264\" style=\"height: auto;max-width: 100%;width: 752px\" src=\"https:\/\/blog.colorgate.com\/en\/wp-content\/uploads\/sites\/2\/2025\/12\/Upload-support-info-file_roter_rahmen.png\" alt=\"Upload support info file_roter_rahmen\"><br><\/span><\/p><\/li>\n\n\n\n<li><span data-ccp-props=\"{&quot;134245417&quot;:false,&quot;335559685&quot;:930}\"><span data-contrast=\"auto\" lang=\"DE-DE\">Please let us know via the corresponding web ticket that you have created and uploaded a support info file. <\/span>\u00a0<br><span data-contrast=\"auto\" lang=\"DE-DE\">To do this, you can either manually switch to the <a href=\"https:\/\/www.colorgate.com\/support\/en\/support\/web-support\" rel=\"noopener\">web support area\u00a0of our support site<\/a> <\/span><span data-contrast=\"auto\" lang=\"DE-DE\">or click <\/span><span data-contrast=\"auto\" lang=\"DE-DE\" style=\"font-style: italic\">Yes<\/span><span data-contrast=\"auto\" lang=\"DE-DE\"> <\/span><span data-contrast=\"auto\" lang=\"DE-DE\">in the dialog that appears after you have uploaded the SIF to be redirected directly to the web support area.<br><figure><img decoding=\"async\" loading=\"lazy\" width=\"412\" height=\"172\" style=\"height: auto;max-width: 100%;width: 412px\" src=\"https:\/\/blog.colorgate.com\/en\/wp-content\/uploads\/sites\/2\/2025\/12\/to_web_ticket.png\" alt=\"to_web_ticket\"><\/figure><br><\/span><\/span><\/li>\n\n\n\n<li><span data-contrast=\"auto\">In the web support area, open the appropriate web ticket and click <\/span><i><span data-contrast=\"auto\">Add comment <\/span><\/i><span data-contrast=\"auto\">in order to notify us of the uploaded SIF.<\/span><span data-ccp-props=\"{&quot;134245417&quot;:false,&quot;335559738&quot;:149}\">\u00a0<\/span><\/li>\n<\/ol>\n\n\n\n<p><span data-ccp-props=\"{&quot;134245417&quot;:false,&quot;335559738&quot;:149}\"><span data-contrast=\"auto\" lang=\"DE-DE\">You have successfully created a support info file, uploaded it to our server, and notified us via the corresponding web ticket. <br>You can view the status of your ticket at any time in the <a href=\"https:\/\/www.colorgate.com\/support\/en\/support\/web-support\" rel=\"noopener\">web support area of our support site<\/a><\/span><span data-contrast=\"auto\" lang=\"DE-DE\">.<\/span><\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span data-contrast=\"auto\">Configure Error Diagnostics<\/span><\/h3>\n\n\n\n<p><span data-contrast=\"auto\">In some cases, you may be asked by our Professional Services team to enable <\/span><span data-contrast=\"auto\">an error diagnostic<\/span><span data-contrast=\"auto\">s 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.<\/span><span data-ccp-props=\"{&quot;134245417&quot;:false,&quot;335559738&quot;:240}\">&nbsp;<\/span><\/p>\n\n\n\n<p><strong><span data-contrast=\"auto\">Note<\/span><\/strong><span data-contrast=\"auto\">: Please activate the <\/span><i><span data-contrast=\"auto\">Configure Diagnostics<\/span><\/i><span data-contrast=\"auto\"> <\/span><span data-contrast=\"auto\">function only when requested by a Professional Services <\/span><span data-contrast=\"none\">employee <\/span><span data-contrast=\"auto\">as this may reduce the performance of your system. For regular operation, the function should be deactivated again.<\/span><span data-ccp-props=\"{&quot;134245417&quot;:false,&quot;335559685&quot;:244,&quot;335559738&quot;:240}\">\u00a0<\/span><\/p>\n\n\n\n<p><span data-contrast=\"auto\">To enable error diagnostics, perform the following steps:<\/span><span data-ccp-props=\"{&quot;134245417&quot;:false,&quot;335559685&quot;:244,&quot;335559738&quot;:240}\">&nbsp;<\/span><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><span data-contrast=\"auto\">Click <\/span><i><span data-contrast=\"auto\">Help<\/span><\/i><span data-contrast=\"auto\"><\/span><span data-contrast=\"auto\">&gt; <\/span><i><span data-contrast=\"auto\">Support<\/span><\/i><span data-contrast=\"auto\">&gt; <\/span><i><span data-contrast=\"auto\">Configure Diagnostics&#8230;. <\/span><\/i><span data-contrast=\"auto\">The <\/span><i><span data-contrast=\"auto\">Configure Diagnostics<\/span><\/i><span data-contrast=\"auto\"><\/span> <span data-contrast=\"auto\">dialog opens.<br><figure><img decoding=\"async\" loading=\"lazy\" width=\"408\" height=\"188\" style=\"height: auto;max-width: 100%;width: 408px\" src=\"https:\/\/blog.colorgate.com\/en\/wp-content\/uploads\/sites\/2\/2025\/12\/Configure_Diagnostics.png\" alt=\"Configure_Diagnostics\"><\/figure><br><\/span><\/li>\n\n\n\n<li>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.<span data-ccp-props=\"{&quot;134245417&quot;:false,&quot;335559738&quot;:149}\">&nbsp;<br><\/span><\/li>\n\n\n\n<li><span data-contrast=\"auto\">Click <\/span><i><span data-contrast=\"auto\">OK<\/span><\/i><span data-contrast=\"auto\">. Logging is started and the data of the selected components is integrated into the support info file created next.<\/span><span data-ccp-props=\"{&quot;134245417&quot;:false,&quot;335559738&quot;:149}\">&nbsp;<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":187,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[195,5,191,193],"class_list":["post-39","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-allgemein","tag-configure-diagnostics","tag-knowledge-base","tag-sif","tag-support-info-file"],"_links":{"self":[{"href":"https:\/\/blog.colorgate.com\/en\/wp-json\/wp\/v2\/posts\/39","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=39"}],"version-history":[{"count":22,"href":"https:\/\/blog.colorgate.com\/en\/wp-json\/wp\/v2\/posts\/39\/revisions"}],"predecessor-version":[{"id":1169,"href":"https:\/\/blog.colorgate.com\/en\/wp-json\/wp\/v2\/posts\/39\/revisions\/1169"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/blog.colorgate.com\/en\/wp-json\/wp\/v2\/media\/187"}],"wp:attachment":[{"href":"https:\/\/blog.colorgate.com\/en\/wp-json\/wp\/v2\/media?parent=39"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.colorgate.com\/en\/wp-json\/wp\/v2\/categories?post=39"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.colorgate.com\/en\/wp-json\/wp\/v2\/tags?post=39"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}