Q: When my customer tries to access the photo upload page, the screen is entirely white, and/or there are no buttons to upload photos. What are some causes for this issue?
A: The first thing a customer will need to do is confirm they are using the latest version of their browser as well as confirm they have installed Silverlight. In most cases, the problem is that Silverlight has not been installed. If Silverlight is not currently installed, it may be downloaded from the Windows Update site.
**Note: Customers using a Mac must be using an Intel-based system in order to use the Photo Finale website due to Silverlight requirements.
Q: My customer is unable to login to their account even though their username and password are correct. What might be causing the problem?
A: If the customer has recently changed their password, they may have their old credentials saved in cookies in their browser. The first step would be to verify that the correct information is being entered.
Next, try to look up their user account in Lab 50 and confirm they only have one account setup with their email address. Once you have found their account, check which membership plan they have signed up for and the start date of that plan. Most basic membership plans end one year after the start date, so if there is a time limit on your memberships, they may need to renew their plan. You can update their account by changing the start date in Lab 50. Alternatively, the customer may renew their membership plan via the Membership sign-up page on your Photo Finale website.
Q: My new categories of products are not being displayed on the website. How do I fix this?
A: If you have recently added new categories to your web catalog, it may take up to 2 hours to update on the website. If you have waited this long and there has been no update, confirm that the categories were added to your default web catalog. The default web catalog is whichever catalog appears in your product catalog with the blue checkmark icon next to it.
**Note: Your default catalog may or may not be named Default.
Q: I enabled the borders option for web, but they are not displaying on the website. How do I make borders work correctly?
A: By default, border templates are not included in the Lab 50 installation or Photo Finale Web. In order to make use of the borders option, you will need to create and upload border templates to Lab 50. Please see the section on Adding Templates for more information.
Q: I added folio products to my website, but there are no actual layout designs to select to build an order. Why?
A: Online folio products are available as an Add-On option for Photo Finale Web. If this option has been purchased, you will see products available in the product catalog under "Online Creative Products". The products found within this category are the products that should be added to your web catalog rather than those listed under Folio Products. Not all folio products are available online at this time, but the products that are available will be displayed under "Online Creative Products".