Eyedropper selects incorrect color from Color Library

[phwilson]

The blue color in my color library is #024DA1. When I use the eyedropper to select this color from the color themes toolbar, it produces a different blue (#1C4E9B). While the colors look visually similar, they will not suffice as I must adhere to brand guidelines and use correct colors at all times.

(Image left: The eyedropper is currently over the color theme blue, though it disappeared during the screenshot. As you can see the color is incorrect)

(Image right: The blue color in the color theme tab is clearly correct in the system.)

[PatrickPML]

TLDR: Ensure system display color profile is set to default. Adobe just can't help.

Want your color picker to select the EXACT swatch value from your libraries panel? Check your monitor or screen color profile, and ensure it is set to your system's DEFAULT color profile. This is the only way to fix this issue. If it's set to ANY other color profile, it will pick a color based on the colors displayed (Not the swatch value within the libraries panel). You may think by defining the swatch using RGB, Hex or Pantone values within your libraries, that Adobe's color picker will automatically pick the value as it's defined within the program. That's just not the case! All adobe color pickers are DEPENDENT on your screen's color profile.

I've been in contact with adobe's customer care team. Based on their syntax, Adobe's representatives are indian and so getting any official support is through a language and understanding barrier. I personally find this model destined for failure. Adobe is set on shrugging their shoulders over anything no matter what. They controlled my screen for hours updating programs, uninstalling programs, installing earlier versions of programs... Prying for irrelevant details like OS versions, graphics capacity and device information. That's all irrelevant to this issue, but still they will probably stress those points as much as possible to blame the user for just about anything. They may even tell you that you ** MUST ** update to the latest OS & program edition.

*** YOU DO NOT HAVE TO UPDATE ANYTHING. ***

If you go updating all your software to the latest, you may encounter legacy issues with your device. Mac devices become obsolete if you go upgrading software while using an older device. Windows devices just crash and burn if they are new OS on an old device. You'll basically throw away your computer by updating software. Always consult an expert before updating your computer's software and determine the risks and benefits. Adobe support is NOT an expert!

What's funny is Adobe literally never helped me arrive at the solution, after all the correspondance I've had over this issue, still never having received a clear explanation for anything. I had to review all 40 or so different color profiles on my own device, testing the color picker again and again. Once I determined this is the only way to make the color picker work, I shared my findings in detail via an email. The response I received was essentially a verbal shoulder shrug in broken english. 

"For the After effects color picker or color picker in Premiere pro or any application they usually picks or caliberates the color from display or OS usually that is why most of the colorist caliberates their displays to get the accurate and precise results."

Honestly, what does that even mean?? That's their idea of being helpful. Then, when I replied calling out their non-answer (as to which way exactly that the color picker works) a different adobe rep sent me MY OWN RESEARCH FINDINGS with a "hope that helps" sort of delivery.

The lesson is: they really can't help you, so you will have to help yourself.

[Kevin-Monahan]

Hello @PatrickPML,

Thanks very much for the post. I apologize that our assisted support team did not provide a satisfactory solution. I asked the product team and they acknowledged that this might be related to a recent bug. It is under investigation. The product manager said he apologizes and asked to use https://adobe.ly/3DjRx7v while the bug is being fixed. Not the best solution, for sure. I hope the issue is fixed shortly. I apologize for the disruption.

Thanks,
Kevin

[PatrickPML]

@Kevin-MonahanThanks for the apology but I don't think it's necessary. I have recently raised concern over this issue, so I am aware there are personnel investigating this issue, particularly in the newest version. However, as you can see from this FAQ page, this issue is not new at all. In fact, I would describe it more closely to a feature of your programs rather than a bug, given the current status. I think the language both you and the team in India are using to describe this issue frames it as an anomaly that only appeared recently, which is misleading. We are literally ON the FAQ page for this extensively documented issue right now. Anyone who calls it a new problem is gaslighting.

Users who calibrate their screens (or "colorists" as the office in india uses to describe those experiencing this issue) simply will have to decide between calibrating the color of their display OR use the default mode and access colors in the library panel. As I see it, users just can't have both those things, they just have to pick. Do I think it's fair? No, not at all. Will anything be doe to remedy this? Well, it's been 6+ years and still going strong, so you tell me.