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Frequently Asked Questions

16. Trouble shooting

16.1. An exclamation mark is warning me that my photos are low-resolution. How do I increase the quality of my photos?

It is not possible to increase the resolution of your photos. The resolution of each photo is determined by the camera and image settings on the camera used to take the photo.

  • You have the choice to make your image smaller on the layout you have created in order to improve the quality
  • Or you can choose to ignore the warning and go ahead with printing even though the image size is not optimal

*Take note – images sent and received on e-mail or saved from Facebook may be lower resolution versions of the original images. It is better to obtain the original images to get the best quality possible.

*Take note – these low resolution messages are a useful tool to warn you against low quality images but you can choose to go ahead and print after checking the quality.

*NB

If you have pre-processed your photos to a smaller size, it would be worth sourcing the original photos directly from the camera to get the best quality possible.

 

16.2. I am having a problem uploading my project.

What does the error message ‘Cannot Connect to Server’ mean?

If you receive this error message or your upload does not start or keeps restarting, this means that you most likely have a firewall restriction on your computer preventing the upload. If you are using a work network, it will most likely have a firewall in place.

You would need to contact your network administrator to see if they can make an exception in the network firewall to allow you to upload. Otherwise the alternative would be to upload from home.

To resolve the firewall issue, follow the below steps:

  • Go to START > Control Panel
  • Click on ‘Security Centre’
  • Click on ‘Windows Firewall’ or ‘Allow a Program through Windows Firewall’
  • Click the ‘Exceptions’ tab, or click the ‘Change Settings’ option
  • Highlight ‘Create & Print‘ and click ‘OK’

This will now allow your software to access the internet for upload.

If our software is not showing in the drop down list, you may need to click on ‘Add Program’ or ‘Allow Another Program’ and select it from the second drop down list that comes up.

*NB If you are using a 3rd party firewall such as Norton, Avast or McAffe please consult their website for instructions on how to create an exception.

 

16.3. I am having a problem uploading my project. The upload started but has stalled and not completed or keeps stopping and starting.

Firewall

This issue is most likely caused by your firewall kicking in and stalling the upload. Please follow the steps below to disarm the firewall and this should resolve the issue.

NB* Make sure that the software is allowed full internet access within the firewall settings because the software requires full outbound and inbound internet access.

To resolve the firewall issue, follow the below steps:

  • Go to START > Control Panel
  • Click on ‘Security Centre’
  • Click on ‘Windows Firewall’ or ‘Allow a Program through Windows Firewall’
  • Click the ‘Exceptions’ tab, or click the ‘Change Settings’ option
  • Highlight ‘Create & Print‘ and click ‘OK’

This will now allow your software to access the internet for upload.

Internet connection

It could also be because you are connecting from a wireless connection. Wireless connections can be unreliable for uploading files.

We recommend connecting your computer directly to the modem and starting the upload again.

 

16.4. I am getting a ‘Missing Photos’ warning? How do I fix this?

The ‘Missing Photos’ warning means that the software is unable to locate your images. In other words the software can’t find the ‘path’ to the images you used in your project.

You will still see the images in the thumbnail preview but you will need to locate the original images so that the software can load them.

How did this happen?

  • Are your images saved on USB, External drive or CD? You will need to plug in the USB or external drive or CD so that the software can source the images. To avoid this happening we suggest that you save a folder with all the images directly to your computer instead. It is best to save this folder in ‘my documents’ and NOT on your desktop to avoid it getting deleted by mistake.
  • Have you moved the photos from their original location? This will mean that the software can no longer find the path to the images.
  • Have you renamed the folder or any of the images within the folder? This will mean that the software can no longer find the path to the images.

How do I get my images back in my project?

  • When you open your project, a window will pop-up saying ‘The following pictures are missing…’ Click on ‘Find Pictures’
  • The software will then open a ‘Find missing pictures’ window with the list of missing images
  • Click on one of the pictures and then click on ‘Update’
  • You will then be asked to select the folder where your images are stored
  • When you locate the image you want to update, select the image and click ‘ Select’
  • The software will then recognize all the other missing images that are located in the same folder and you will be asked if you would like to update all the other missing images in that particular folder. Click ‘Yes’
  • Click ‘Continue’ and you will be able to continue with your project

*NB If images are saved in different folders; you will need to relocate at least one image from each folder so that the software recognizes the path to each folder. 

 

16.5. My file did not upload completely. How do I start again without having to go through the whole ordering process?

If your project file upload did not complete, you can start it again by following the below instructions:

  • Open the software, click on ‘Open Existing Project’ button
  • Select your project from the list – ‘Click once only!’
  • Click on ‘Send Files’ button at the bottom of the widow.The Terms and Conditions will now pop-up and then you will be directed through to the upload options. Please click on ‘Upload Order’ via internet and the upload process should then start again automatically.

 

 16.6. I am uploading my project and it is extremely slow? Why?

The speed of your upload may be influenced by:

  • Your internet connection. Even if you have a fast Broadband connection, uploading files may be slower than downloading files – this is often the case. It may be a good idea to try and upload your order at night during off-peak time when the internet operates at a higher speed because there are fewer users online.
  • The number and size of the images you have used in your project may also affect the overall upload time of your order. It may be worth resizing your images if they are extremely large since this will affect the upload speed.

 

16.7. Why am I receiving an ’empty picture box’ or ’empty text box’ warning?

If you have and empty picture box or text box on a page, the software will warn you that they are there. If you can’t see the box it is possible that it is hidden under layers of images or text.

If you click on ‘file’ > ‘check project’ in your dropdown menu, you will be able to double click on any empty picture or text boxes and the software will take you directly to the page that they are on and they will automatically be selected for you so that you can delete them.

 

 

16.8.  How to enable SSL in your internet browser

 

If you do not have SSL enabled on your browser the site may not display as designed. To enable your browser for SSL follow the steps that apply to the browser you are using.

PC Users

Internet Explorer 5.5 and above

  1. From Tools select Internet Options
  2. Select the Advanced tab
  3. For each of the options under Security ensure ‘Use SSL 2.0’ and ‘Use SSL 3.0’ are ticked
  4. Click OK

Firefox 1.0.x

  1. From Tools select Options
  2. Select the Advanced icon
  3. For each of the options under Security ensure ‘Use SSL 2.0’ and ‘Use SSL 3.0’ are ticked
  4. Click OK

Mozilla 1.7.x

  1. From Edit select Preferences
  2. From the left hand side menu click on + to open Privacy and Security
  3. Under SSL, ensure ‘Enable SSL version 2’ and ‘Enable SSL version 3’ are ticked
  4. Click OK

Opera 8.x

  1. From Tools select Preferences
  2. Select the Advanced tab
  3. From the left hand side menu select Security, and click on ‘Security Protocols’
  4. Ensure ‘Enable SSL 2’ and ‘Enable SSL 3’ are ticked
  5. Click OK
  6. Click OK again

Netscape 7.x

  1. From Edit select Preferences
  2. From the left hand side menu select SSL
  3. Ensure ‘Enable SSL version 2’ and ‘Enable SSL version 3’ are ticked
  4. Click OK

Mac Users

Opera 8.x

  1. From Opera select Preferences
  2. Under Security select the option ‘Security protocols’
  3. Ensure ‘Enable SSL 2’ and ‘Enable SSL 3’ are ticked
  4. Click OK
  5. Click OK again

 

16.9.  My Create & Print application looks ‘blurry’ on my MacBook Pro Retina. Why?

 

When Apple released the MacBook Pro with Retina display this time last year (2014), they raised the bar for laptop display technology. The only issue they created was a software one: suddenly apps designed for non-Retina screens looked blurry.

The problem isn’t only with third-party apps but also some of Apple’s own bundled software. While many of these have had the Retina update they so deserved, some apps haven’t and others never will. This is why older software displays blurry and of inferior quality.

Retina display technology means your MacBook is capable of outputting twice the resolution of a traditional MacBook.

Even though the display appears to be 1440×900 by default, in actual fact the Retina version is displaying double that at 2880×1800 pixels.

There are two thing you can try to resolve the blurriness…yet this will only work with certain applications:

Download retinizer, a free Mac app for converting outdated UI elements from rendering at 1x to rendering at 2x. This fixes many app widgets, text, buttons and other UI elements, but please bear in mind it is dependent on the app.

The second will be to go to Applications > Locate the Create & Print Application > Right Click ‘Get Info’ > Deselect ‘Open in low resolution’

 

16.10 I downloaded / installed the Create & Print  software but it installed in German?  How to I change the language that the software operates in?

 

The Create & Print software will by default display in the language that the local operating system is using, if it is supported.  Otherwise English will be used.  In some situations it may be necessary to change the language that the Create & Print software uses.

 

Solution:

 

If you wish to change the language the Create & Print Software uses, then you will need to change the language settings of your machine.

 

WINDOWS:

 

1)    Go to Control Panels -> Region and Language Options

2)    On the Formats Tab, Click on the Current Format drop down list.

3)    Select the format that you wish to use from the list and click OK.

 

MAC OS

 

1)    Open the System Preferences and click on International.

2)    On the Language Tab, drag the language you want to use to the top of the list.

3)    To change the language to the selection made choose Log off from the apple menu. Once logged off, log-in again and you will notice the menus are in the language you selected.

4)    Run Create & Print and you will see the selected language.

 

Applies to:

 

Windows XP / Windows Vista / Windows 7         32 Bit /  64 Bit

Tiger(10.4.x) / Leopard(10.5.x) / Snow Leopard(10.6.x)

The settings on newer operating system will differ slightly yet the same principals still apply.

 

16.11  Create & Print Installation Error

 

“The version of this file is not compatible with the version of Windows you’re running.  Check your computer’s system information to see whether you need an x86 (32-bit) or x64 (64-bit) version of the program and then contact the software publisher.”

installation-error

Cause:

 

  • Wrong / corrupt installer

 

Solution:

 

  • Please download the software again.

 

 

16.12 I get the following error while uploading my project:  (err:  ‘Could not transfer the file “manifest”.  Operation timed out.)

 

 

manifest-error

 

 

Reason for the error:

When an order is created, the Create & Print Designer creates a file that contains a list of every file that will be uploaded; this file is called ‘The Manifest.’

During the Create & Print order upload process, the Manifest is the first file to be uploaded to the Create & Print Server.

Some common problem which could prevent the upload from working are;

  • No/limited connection to the internet;
  • A faulty router;
  • A  firewall;
  • Antivirus or anti-malware software;
  • Or a combination of these factors.

Please note. The manifest file is not damaged; the file should still be intact, but one/more of the reasons above could be causing the error.

 

Possible solutions:

 

Please test the following:

  • Do you have a connection to the Internet? Can you connect to a webpage using your web browser? Preferable not a cached website, something different;
  • Does your internet router/firewall allow FTP (21) connections to the internet?;
  • Check the logs on the firewall to see if there is an entry concerning Create & Print. If there are any logs, is the firewall is blocking the software?;
  • Does your  firewall allow connections using the Create & Print application?;
    • Does it allow FTP transfers on port 21? Create & Print requires a connection through port 21 for FTP.
  • Is your Anti-malware software blocking the file transfer?
  • Do you use a proxy in order to connect to the internet?

 

16.13 I get the following error while saving my project:  (Error… The error ‘File Locked’ occurred while saving .)

 

 

The error is caused due to the Create & Print Designer not being able to write data to the project (.prj) file / folder.

 

Possible causes:

 

  • The antivirus or malware software is blocking the Create & Print designer from writing data to the .prj file;

 

  • The .prj file only has read permissions –  for the designer to be able to save the file it needs read and write access / permission;

 

Check whether the user has permissions on the .prj file:

 

  • browse to the .prj file using explorer –  e.g. Documents> Create & Print Projects> Project name> project name.prj;
  • right click on the .prj file and select properties;
  • Select security;
  • Select the current user;
  • Ensure the current user has full control;
  • To change this:  select edit and tick full control, hit apply then OK;

 

 

  1. The antivirus software is interfering and not allowing the Create & Print designer to write to the .prj file;

 

Check if this is the issue:

 

  • Try creating the project using another user account or another computer that does not have the antivirus or malware installed;
  • Temporarily stop folder monitoring within the antivirus;
  • Allow an exception for Create & Print within the antivirus.

 

16.14  What does ‘Could not allocate the memory for picture’ error mean?

 

 

Issue

When uploading an order you get an error ‘Could not allocate the memory for picture …’.

 

Technical Information:

This message means that the image is trying to use more memory than is available on the system. Typically this is due to the size (in pixels) of the picture.

 

Solution:

Make the image smaller and check that the DPI does not exceed 300.

 

Applies to:

All Operating Systems

13.15  What is the maximum size of a project?

 

Issue

Create and Print restricts the DPI resolution on products, which exceed certain dimensions.

 

Technical Information

Create and Print imposes a 190mb memory limitation to prevent errors and optimize performance. This is the equivalent of 199229440 Bytes.

Each pixel in an RGBA image requires 4 Bytes. Therefore the maximum image size Create and Print can produce is 49807360 Pixels. (199229440/4).

The maximum product size is the equivalent of approximately 50MP. Therefore a square product would have a maximum size of  (approximately) 7057×7057 pixels.

The maximum pixel width we can produce is 13000 pixels; as the maximum size we can produce is 50MP, the maximum height of a product with a width of 13000 would be 3831.

 

Solutions

Formula:

Pixels / DPI = Inches.

Examples:

Largest Square Product at 300DPI:

7057pixels/300DPI = 23.52”

Therefore: 23.52” x 25.52” or 597.4mmx 597.4mm

 

16.16  Create & Print Properties – WIN 10 – Compatibility mode

 

  • Locate the Create & Print Desktop icon;
  • Right click the icon and choose properties from the context menu:

compatibility-001

  • In the Properties window click on Compatibility:

compatibility-002

Automatic Troubleshooting
  • We recommend to run the Compatibility Troubleshooter if you are experiencing difficulty with running Create & Print on your WIN 10 computer;

compatibility-003

  • When the scan is done, choose the ‘Try Recommended Settings’:

compatibility-004

  • Windows will apply the changes for you;
  • Launch the Create & Print software and see whether the software performs as it should;

 

Manual Troubleshooting
  • Select the preferred compatible operating system manually;
  • We recommend choosing the OS closes to WIN 10 alternatively choose the OS that you upgraded from;
  • Tick ‘Run this program in compatibility mode for’ under Compatibility Mode;
  • Choose the preferred OS;
  • Click OK and then Apply

compatibility-005

 

16.17  Create & Print and Microsoft OneDrive: important info

 

What is Microsoft OneDrive?

OneDrive is an Internet-based storage platform with a significant chunk of space offered for free by Microsoft to anyone with a Microsoft account.

Think of it as a hard drive in the cloud, which you can share, with a few extra benefits thrown in.

  WARNING

Many people find OneDrive — at least the Windows 7, 8, and 10 versions of OneDrive — very confusing because, in essence, OneDrive keeps two sets of ‘documents’.(Windows 8.1 OneDrive, by contrast is quite upfront about the whole process.)

In Windows 10’s OneDrive, there’s the whole OneDrive enchilada stored on the web. But there’s a second, shadow, subset of OneDrive folders that are stored on your computer.

 

Having OneDrive installed on your computer, may cause Create & Print to not function as it should, due to the second, shadow subset of Documents.

How to turn off or uninstall OneDrive

If you don’t want to use OneDrive, the easiest solution is to un-link it. 

Note: You won’t lose files or data by disabling or uninstalling OneDrive on your computer. You can always access your files by signing in to OneDrive.com after you’ve unlinked it.

Unlink OneDrive
  • In the Notifications area on the bottom of the Windows screen, right-click the OneDrive icon. You might have to click the Show Hidden Icons arrow to find OneDrive;

one-drive-1

  • Click Settings and on the Account tab, click Unlink this PC and then Unlink account.

On some versions of Windows, you can also hide or uninstall OneDrive. You can also uninstall the OneDrive mobile app from Android and iOS devices.

Hide OneDrive

OneDrive is built in to some versions of Windows and can’t be uninstalled, however you can hide it and stop the sync process, so it stays hidden.

To do this turn off all the OneDrive settings and remove the OneDrive folder from File Explorer.

WINDOWS 10
  • In the Notifications area on the bottom of the Windows screen, right-click the OneDrive icon. You might have to click the Show Hidden Icons arrow to find OneDrive;

one-drive-1

  • Click Settings, and on the Settings tab, uncheck all the boxes under General;
  • On the Auto save tab, set the Documents and Pictures lists to This PC only, and uncheck the other boxes;
  • On the Account tab, click Choose folders;
  • In the Sync your OneDrive files to this PC box, check and uncheck the box at Sync all files and folders in my OneDrive. (The first check selects all the boxes, then the uncheck clears them all.) Click OK to close the box and return to settings;
  • This step removes all OneDrive files from your computer, but leaves them on OneDrive.com
  • Click OK to save your changes in the Settings box;
  • Open the Settings box again: In the Notifications area, right-click the OneDrive icon, click Settings. On the Account tab, click Unlink OneDrive. Close the Welcome to OneDrive box that appears;
  • Open File Explorer, right-click OneDrive, and then click Properties;
  • On the General tab, next to Attributes, check the Hidden box. This hides OneDrive from File Explorer;
  • One more time, back in the Notifications area, right-click the OneDrive icon and click Exit. This removes the OneDrive icon from the Notifications area.
WINDOWS 8.1
  • In your computer’s Start menu, press and hold or right-click the OneDrive tile, and then tap or click Unpin from Start;
  • Go to PC Settings, using the PC Settings tile in the Start menu, or swipe in from the right edge of the screen, tap Settings, and then tap Change PC settings;
  • Under PC settings, tap or click OneDrive;
  • On the File Storage tab, turn off the switch at Save documents to OneDrive by default;
  • On the Camera roll tab, select Don’t upload photos and turn off the switch at Automatically upload videos to OneDrive;
  • On the Sync settings tab, under Sync settings with OneDrive, turn off the switch at Sync your settings on this PC;
  • On the Metered connections tab, turn off all the switches;
  • To hide OneDrive from File Explorer, open File Explorer and in the folder list on the left, right-click OneDrive and then click Properties;

    On the General tab, at Attributes, check the Hidden box.

Uninstall OneDrive
 

The OneDrive app comes with Windows 8.1 and Windows RT 8.1 and cannot be uninstalled, but you can uninstall OneDrive from Windows 7, Windows Vista and some versions of Windows 10. OneDrive cannot be uninstalled from Windows 10 phones.

If it’s uninstalled, your OneDrive folder will stop syncing, but any files or data you have in OneDrive will still be available when you sign in at OneDrive.com

Windows 10
  1. Select the Start button, type Programs in the search box, and then select Add or remove programs in the list of results.
  2. Under Apps & features, find and select Microsoft OneDrive, and then select Uninstall. If you’re prompted for an administrator password or confirmation, type the password or provide confirmation.
Windows 7 or Windows Vista
  1. Click the Start button, then in the search box, type Programs, and then, in the list of results, click Programs and Features.
  2. Click Microsoft OneDrive, and then click Uninstall. If you’re prompted for an administrator password or confirmation, type the password or provide confirmation.

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