InSite discrepancy

[lnivin]

Uploaded PDF had white type with drop shadow. The white type didn't show after processing, only the drop shadows. Pitstop says the type is a mask with no fill.

Our customer downloaded a 72dpi JPG and the type is white. I downloaded on Mac and PC but the white type is not there.

The customer supplied thei downloaded JPG and it's named correctly, and has white type. History shows they did download it.

Why are they getting white type, which is what they approved and we can't? The processed file does not have the white type, only the dropped shadows.

[lnivin]

We figured out where things went wrong. We used Pitstop's "Remove Printer Marks" action and it removed the type along with the printer marks. We were able to repeat it.