Here's a tough one:

[Hansoon]

Customer is making PDF's with “Adobe InDesign”. Not visible in the screen and also not visible with many different printers, but visible when being printed with a BH-C-360 with the “latest” PostScript driver is a dot grid showing a watermark with a text in German language: Ungültige Kopie (Invalid Copy).
Nobody knows where this comes from. It is obviously generated within the In-Design software.

What the customer thinks is that the problem lays in the MFP, which is in my opinion totally out of the question, of course. The same machine with a PCL driver does not show the effect, but I am convinced this watermark is being generated within the Adobe software. See attachment.

Any ideas please?

Hans

[dalewb74]

could you get a copy of the file to print on a different brand to see if it shows up that way?

[rthonpm]

Anything set in the watermark section of the Postscript driver?

[slimslob]

Sounds to me like they tried to include something in their document that they did not have permission to use. Quite possibly something that they only intended to reference but “Adobe InDesign” pulled the entire referenced document in as a hidden reference. Similar to the highlighted references in Wikipedia.The BH-C-360 is probably set to print hidden text. Have the customer try printing from the Preview screen.

[copier tech]

Since the issue only occurs on this old C360 I would try updating the firmware or explain to the client this machine is discontinued & support has ended.

[allan]

PDF are designed in layers if they can figure out what layer the watermark is on they can probably delete or hide it.

[Hansoon]

PDF are designed in layers if they can figure out what layer the watermark is on they can probably delete or hide it.

Their knowledge of PDF is very limited, as much as mine.
The lady insists that it must be a hardware issue, so why it does it not happen with all the other PDF's?
I know not only from my guts that it is Adobe. But who dares to criticize Adobe?

Hans

[BillyCarpenter]

There's no way that a copier, any copier, will put an Adobe Watermark on sheet of paper. I wouldn't waste a lot of time on it simply because the customer blames in on the MFP. Time is money and I'm with Copier Tech on this one. Tell them the MFP is old and no longer supported. On to the next call.


PS - Tell them to call Adobe for tech support.

[allan]

There's no way that a copier, any copier, will put an Adobe Watermark on sheet of paper. I wouldn't waste a lot of time on it simply because the customer blames in on the MFP. Time is money and I'm with Copier Tech on this one. Tell them the MFP is old and no longer supported. On to the next call.


PS - Tell them to call Adobe for tech support.

Those MFP's are still supported by Hansoon...

[blackcat4866]

I agree it must be coming from the Adobe software. But just to see if I can change the issue, I would try a couple of different print drivers to see if you can change or eliminate the watermark (I don't think it will help). Do you have Adobe InDesign available to you in your own office to play around with a copy of the document (I suspect no)?

Like slim, I believe that there is trademarked element buried in the specific document. It may take some trial and error to find and delete the specific offending element.

No it is not your responsibility, but I also understand that ANYTHING that passes within 3 meters of the MFP will get given to you to solve. Projects like this are time intensive. The real question is how badly do you want to keep this customer. If you want to see him gone, follow Billy's advice. =^..^=

[BillyCarpenter]

I'm curious if those that work for a larger company, do they have a policy for dealing with this type of scenario? I understand that no two customers are created equally, but just curious.

[dalewb74]

well, if it doesn't happen on all of their pdf's. i would have customer track down whoever designed it. and have that person fix it. sounds like someone doesn't know what they are doing. or maybe it is a default that is set, but they are unaware of it. maybe they replaced someone that had originally been doing that. but like everyone else said, it's not the machine, but adobe.

[PrintWhisperer]

Flatten the PDF:

[RRodgers]

Flatten the PDF:

I agree, this will "probably" fix it. Or ask them if they have someone in the office that works with PDF's and can edit the document. You NEED to find the layer that this is on. Post Script is literal... if it's there it will try to print it.