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Technical Support FAQ's

 

What is Quark Promote ?

Quark Promote is an online service that helps owners and employees of small and mid-sized businesses promote their products and services easily and professionally. In just a few steps, you can create and order professional brochures, postcards, and more and then order affordable, high-quality printed materials by mail or for pickup at a printer near you.

What are the minimum system requirements for Quark Promote ?

See system requirements.

How does it work?

For instructions on how to use Quark Promote , see Quark Promote Instructions.

Quark Promote accepts Visa, MasterCard, and American Express.

Note: The Quark Promote application is currently supported on Windows XP and later.

How do I remove a text box or picture box from a template?

For instructions on how to use Quark Promote , see Quark Promote Instructions.

How much does printing cost?

You can do a test print from your home or office printer (a watermark will appear on the test page). And you can order prints from a professional printer directly through Quark Promote at standard, affordable rates.

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How do I contact Quark Promote if I have any questions or concerns?

For any queries, please visit the FAQ and Knowledge Base section of the Quark Promote Web site. You can also contact our Customer Support representatives 24x5 Monday 12:00 AM – Friday 7:00 PM MST, via chat at http://quarkpromote.quark.com/CustomerService.aspx or via e-mail at quarkpromote@quark.com.

Read more: http://quarkpromote.quark.com/CustomerService.aspx

How do I place an order?

For instructions on how to use Quark Promote , see http://quarkpromote.quark.com/Instructions.apsx

Do you offer matching themes to ensure consistency in marketing collateral?

We offer entire matching template sets with brochures, business cards, flyers, letterheads, envelope designs, and postcards to ensure consistency across your marketing collateral.

Can I get a physical proof before I order?

Quark Promote lets you make a test print from your home or office printer before you order. To create a test print, click Test Print or go to File > Test Print.

How long does it take to receive printed materials by mail?

On average, the time from order to delivery is between 7 and 10 business days (via standard FedEx Ground delivery). This includes the time required for printing your job. When you order is shipped, you will receive an e-mail with tracking information.

For expedited shipping options, certain addresses in rural areas or in Alaska and Hawaii may require additional delivery time. Check with FedEx customer support at http://www.fedex.com/us/services/us/?tsid=s5&tssect=app9 to verify shipping options.

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How can I get an invoice and order confirmation?

You should receive an order confirmation via e-mail shortly after you order. If you do not, first check your spam or junk mail folder. If you do not find the e-mail, contact Customer Support 24x5 Monday 12:00 AM – Friday 7:00 PM MST, via chat or e-mail.

Which countries do you ship to?

We are currently shipping only within the USA and only via FedEx.

Which picture file formats are supported by Quark Promote Promote?

You can add PNG, TIFF, and JPEG picture files. For best results, pictures should be in CMYK mode and have a resolution of 300 dpi. (To find out the resolution of an image, see the answer to “How do I find the DPI resolution of an image?” in this FAQ.)

If you use an image that is less than 300 dpi, a warning icon will display on the picture in the print preview under the Buy Prints tab within Quark Promote.

How do I continue editing a document that I started customizing and then saved?

For instructions on how to use Quark Promote, see Quark Promote Instructions.

How can I print the marketing materials I created in Quark Promote?

For instructions on how to use Quark Promote, see http://quarkpromote.quark.com/Instructions.aspx.

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Are the colors shown on the preview screen accurate?

Quark Promote does not guarantee that the colors of the printed materials will match the preview as it appears on your monitor. We cannot compensate for color variation between different customers’ screens. We work with all participating printers to standardize colors through industry best practices, and our prebuilt designs and colors are compliant with these standards. However, color variations can occur among your monitor, your home or office printer, and the final printed materials from our partners. Also, your logos and photos may not be optimized for professional print.

I am on Windows 7 using Firefox 3.5.2 (or later), and the application will not download or install when I click the Download or Customize buttons on the Web page – what should I do?

The Quark Promote installation process checks to see if you have Microsoft .NET 3.5 SP1, which is a required component. In order to check your configuration, Firefox requires the plug-in “Microsoft .NET Framework Assistant.” Windows 7 does not have this plugin, even though it comes with the right version of .NET.

To install the plug-in, go to https://addons.mozilla.org/en-US/firefox/search?q=Microsoft+.Net+Framework+Assistant&cat=all.

You can also choose Tools > Add-ons, then click Get Add-ons and search for “Microsoft .NET Framework Assistant.” Alternatively, you can go to the Firefox Add-in page, search for “ClickOnce,” and select the Microsoft .NET Framework Assistant.

Follow the Firefox installation instructions, restart Firefox, and then return to http://quarkpromote.quark.com and initiate the download again.

Quark stands behind the quality of its products. If you are not completely satisfied with the quality of your order, please contact Customer Service. Please note that Quark cannot be responsible for design errors, spelling errors, or image selections made by customers. Please visit Satisfaction Guaranteed to read our refund policy.

Quark stands behind the quality of its products. If you are not completely satisfied with the quality of your order, please contact Customer Service. Please note that Quark cannot be responsible for design errors, spelling errors, or image selections made by customers. Please visit the following URL to read our refund policy.

Why do I get an “image resolution warning” after I select Add to cart?

When you add to cart, you will receive an “image resolution warning” if you have any images with a resolution of less than 300 dots per inch (dpi). We warn you because if we print your job with images of less than 300 dpi, they will not be as clean and crisp as they should be. To correct this problem, replace any images that are less than 300 dpi. (To find out the resolution of an image, see the answer to “How do I find the DPI resolution of an image?” in this FAQ.)

What's the best resolution for images?

For best results, we recommend pictures to be in CMYK mode and have a resolution of 300 dpi (dots per inch). All of the free stock photos included with Quark Promote are high-resolution images. Any of these images can be used for high-quality print production.

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What is the safe zone?

The safe zone is the area inside the blue dotted lines in a document. These blue dotted lines are 1/8th inch inside the trim lines (the trim lines are solid red lines that mark the physical boundary of the printed piece). Because of variations in the trimming process, text or images outside the safe zone may be cut off when the printed document is trimmed.

If the software detects that the edge of one or more text boxes or images are outside the safe zone, the software will display a Safe Zone Check message and will indicate which box or boxes are outside the safe zone.

However, there are two instances where you can ignore a Safe Zone Check message:

  1. Text box outside but text inside: The software reports a problem if any edge of the text box is outside the safe zone, but the software does not know if the text itself is inside or outside the safe zone. You can safely ignore the warning if the text itself is inside the safe zone.
  2. Image is supposed to “bleed”: If you want an image to be positioned all the way to one edge or corner of the printed piece, then you should position the image so that it “bleeds,” which means that you should position one or more edges of the image beyond the trim lines so that there is no chance of white space between the edge of the paper and the edge of the image.

What is the print quality check?

This is an automated process which checks the document for the following issues:

  • Low image resolution: The print quality check notifies you if one or more images has a resolution that is too low for high-quality printing. The recommended image resolution is 300 dpi (dots per inch).
  • Objects outside the safe zone: The print quality check notifies you if there are text or images outside the safe zone. This may result in the text or image being cut off.

These issues may be intentional or unintentional. You can choose to fix the issue or proceed with the order. (Please see the answer above for more information.)

What are the various text paper weight options?

Text weights are used for tri-fold brochures, fliers, and data sheets. The options for text weights are as follows:

  • Better: 80lb Gloss Text. This glossy paper stock is similar to that of a magazine cover. The shiny finish provides the look and feel of a quality stock. This is our standard for tri-fold brochures, fliers, and datasheets.
  • Best: 100lb Text. Our best paper option is similar in feel to the 80lb, but you will immediately notice the thicker and more substantial feel (about 25% thicker).
  • Better: 80lb Matte Text. This paper has a soft matte coating. It’s often used for books and magazines because the paper finish complements small text.
  • Best: 100lb Matte Text. For those uses when you need a heavier paper, but also a surface that accepts handwriting. You will find this paper the perfect solution.

What are the various cover paper weight options?

Cover weights are used for business cards, appointment cards, postcards, coupons, door hangers, and half-fold cards. The options for cover weights are as follows:

  • Better: 100lb Gloss Cover. Our standard offering for projects that need a heavier paper. The shiny finish adds a polish and upgraded feel to your selection. The weight is similar to that of a trading card.
  • Best: 111lb Gloss Cover. Upgrade your thick-paper projects to this option and you will have a paper that is about 25% more hefty than our 80lb product. You’ll like the sheen of the gloss as it brings out the richness of colors and provides for a quality feel.
  • Better: 100lb Matte Cover. If you prefer a matte finish for your card projects, this paper is the perfect solution, especially when creating handouts or cards that will be mailed.
  • Best: 111lb Matte Cover. This is a bright white and smooth finish paper. The matte finish provides a surface on which you can write and makes a great high-quality business card. The heavier stock will add substance to an oversized postcard that might otherwise be damaged when mailing.

What is the polyester film option?

Polyester film is used for door hangers and yard signs. The options for polyester film weights are as follows:

  • Best: 8mil Vinyl. Digital-coated polyester is a tough film that is especially created to be weather-resistant and used outdoors for projects such as door hangers, golf course signs, and yard-sale signs.

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What are the poster paper options?

The options for poster paper are as follows:

  • Better: 8mil Matte.
  • Best: 8mil Gloss.

What are the stationery paper options?

Stationery is used for letterhead. The stationery options are:

  • Better: 67 -70lb Smooth.
  • Best: 67-70lb Laid.
  • Best: 67-70lb Linen.

What are the envelope paper options?

The envelope options are:

  • Better: 24lb. This is a standard stock commonly used for envelopes, also called White Wove. The 28# is thicker and heavier than the 24#.

How do I find the dpi resolution of my image?

DPI is a measure of the resolution of graphic images. It refers to the number of pixels within a span of 1 inch. To find the resolution of an image, browse to the image in the File Explorer, right-click on the image and choose Properties, then click the Summary tab. (If you see an Advanced button on this tab, click it.)

Important: if you import an image into Quark and make it larger than its natural size, this reduces the image’s effective resolution. For example, if you import an image with a resolution of 600 dpi and a natural size of 2” x 2”, then you double its size to 4” x 4”, its effective resolution becomes 300dpi. Similarly, if you import an image with a resolution of 150 dpi and scale it to one half of its natural size, that will double its effective resolution to 300 dpi.

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