Lab Printing-Newborn

[Sarah Neese]

Hi Damien,  

I use a Spyder Elite to calibrate monthly, compare against my test shots and all is perfect (even on my new computer I purchased at the beginning of the new year).  I submitted a print order last week and my client said that the prints are dark and orange.  Obviously, its not how the photos were edited.  I contacted the lab and they went through making sure settings were right.  The only difference was in the color settings it didn't save the settings to North American 2 but it was custom.  Would this be the reason for the orange prints?  I went to go into ROES (lab print ordering software) and noticed that the photos have an orange tint but when opened in PS they don't).  

[Damien Symonds]

Are you still on those Custom settings? Or have you changed back to NAGP2?  If you're still on Custom, may I see a screenshot of them?

[Sarah Neese]

I took a pic when I was on them.  Here it is. 

[Damien Symonds]

That's fine. That is NAGP2, nothing has changed.  Anyway, it was always very unlikely that those settings would have caused this problem.

Have you checked that your files were sRGB?  https://www.damiensymonds.net/art_tscs000.html

[Sarah Neese]

Yep, I double checked bridge and the document profile.  Both are sRGB.  I also want to add I was checking other sessions edited around the same time.  They load into ROES without any orange tint and match the edit in PS.  I hadn't recalibrated in between or changed any settings between those sessions.  

[Damien Symonds]

1 minute ago, Sarah Neese said:

I also want to add I was checking other sessions edited around the same time.  They load into ROES without any orange tint and match the edit in PS.

VERY interesting.  Are you able to re-create that to show me screenshots?

[Sarah Neese]

Never mind...I'm obviously delirious from this flu.  They all have more of an orangey-red tone to them in ROES but my screen and test prints are matching...

[Damien Symonds]

Yes.  ROES is not colour-managed, so it never matches Photoshop.

Have you seen the client's prints with your own eyes?

[Sarah Neese]

She sent me a picture of them but I have not seen them in person.  She orders all the time and this is the first time we've ever had a problem.  

Edited February 20, 2018 by Sarah Neese

[Damien Symonds]

Bummer.  That'll make this difficult.

I don't know what to tell you, sorry. Until you can compare those prints with your screen, I don't see how you can get reprints at this stage.

[Sarah Neese]

The lab is going to reprint them in case it is a printer error and send them out so we will see what happens.  I appreciate your help!  

[Damien Symonds]

Gosh, that's very good of them.

[Sarah Neese]

They have excellent customer service!  Since all of my settings were what they needed to be at they offered to reprint for us.  

[Sarah Neese]

Printer error!  I ordered some and they came back fine as well as my clients!  

[Damien Symonds]

Phew!  Yay!