In order to properly troubleshoot the uploader tool it is very important to be diligent in providing us with a detailed description of the problem and current setup you have. 

We know it can be frustrating to cover all these details especially if you are busy at a live event but not fixing the problem quickly is generally much worse. 


Many problems can be solved with the following steps and are worth doing in this order to save time.  

  • If you are using Auto upload and are on 3.16 you should go to  tools/Force autoupload scan
  1. Make sure your computer is set to the correct time and time zone. Uploads will be rejected if not.  The easiest way to ensure this is to enable setting time automatically.  
  2. Make sure all firewalls and antivirus are turned off
  3. Restart the tool (if that doesn't solve it move to step 3)
  4. Reboot your computer ( try tool again if not move to step 4)
  5. Restart your router and internet connection

Note that the "x' or exit button won't necessarily close the tool. You generally want to right click on the tool in the status bar and select close. 


Internet or network  trouble. 

This can be as basic as a bad internet connection and as complex as router or network problems. If you are on a new network it can be helpful to try a different internet connection. Maybe your phone can act as a hotspot or you can try on another machine. Sometimes this will help narrow down the problem quickly.


You also may need to click "Start Upload", "Refresh album list", "Fulfill requested" or "remove photos" in order to initiate a response from the tool

If your tool is trying to fulfill order that are on a network drive that is not present or is on an older machine or drive you may experience some lag. Canceling the request may be helpful


Please provide us with all of the information below ASAP
1

What kind of computer are you on?

PC or a MAC?


2

What operating system are you?

Mac example (Mavericks Mojave, Big Sur etc...) 

PC example (Windows XP, Windows 7,8,10, CE etc... )


3What tool do you currently have installed? 
We need the tool version and build date or a screen grab of the about page

PC -  You can find the information at: Help /About in the menu bar                               

MAC - You can find the information at: PhotoStock / About PhotoStock


4

What error message are you getting (what does it say exactly) 

It is often helpful to send us a screen grab or a photo or the error


5

Please describe the problem in detail

Did you drag folders to an album, what album where you trying to upload too ?

Did the tool turn off, did it freeze or crash? 

Did you make sure to select the album to upload too?

What files are you trying to upload?

etc...


6

If all else fails we will need a log file that will give us more information

If we cant find the issue with basic troubleshooting we can get more detailed information with a debug file from your tool that you need to sent to us. 


Tools/Open logs folder
You will see a list of files. We need the files that correspond to the time the issue happened. Every time you upload a new log file is created. You can send us a few if you are not certain and tell us the date and time you experienced the problem. 

    

The files can be very large if it was a large upload you will likely need to send to us with

Wetransfer. You can do so for free here. Just say no when they ask you to sign up ;-) You can send for free.