When you are experiencing technical issues with one of our creator tools, it is possible our technical support requests you to send us the log files of the creator tool. This allows us to study the issue thoroughly and hopefully offer a suitable solution as soon as possible.
App
Customer support info
1. Open the app.
2. Within the start screen, you will see our logo at the top. Please hold this for at least 5 seconds, then release it.
3. Tab the option "Send customer logs".
4. Send the file via email to support@photobox.co.uk
- Please include a short description of the issue you are experiencing.
Mac - offline creator tool
When you are experiencing technical issues with one of our creator tools, it is possible our technical support requests you to send us the diagnostic package of the creator tool installed on your computer. This allows us to investigate the issue thoroughly and hopefully offer a suitable solution as soon as possible. To do so, please follow the steps below:
Retrieve Diagnostic Package via Help
1. Open the concerning photo book in our creator tool.
2. Repeat the steps taken to reach the error message. Make sure that the error message appears again.
3. Click on the "Help" menu and then click on "Create Diagnostic Package".
4. Save the file somewhere you can find it back easily. A ZIP file will be saved at the chosen location.
Cannot open the creator tool to retrieve log files
The tool under the "Help" menu will bundle all files our technical support needs. When you are unable to open our Photobox creator tool, you will have to retrieve them in a different way. Please make sure you forward us the Diagnostic Package via the First Aid tool.
Diagnostic Package via the First Aid tool
1. Make sure that the application is no longer running. If it is still running, click Exit in the application menu.
2. Restart the application while holding down the ALT and COMMAND keys (or OPTION and COMMAND).
3. The ‘First Aid’ screen appears.
4. Enter the contact number included in the email in the ‘Support ticket number’ field;
5. Then click on ‘Partial copy’ and select the name of the photo album from the screen that appears;
6. The programme creates a zip file and saves it on your computer's desktop;
7. Send us this file as an attachment by email;
8. Finally, give us a brief description of the problem you had and, if applicable, what error message you GOT.
Doesn't the ‘First aid’ screen appear?
The program is still active in the ‘Dock’. In this case, please stop the application as follows:
press the ‘Ctrl’ key while clicking on the icon of our software in the ‘Dock’, then click on ‘Stop’. You will then be able to open the ‘First Aid’ screen
Windows - offline creator tool
When you are experiencing technical issues with one of our creator tools, it is possible our technical support requests you to send us the log files of the creator tool installed on your computer. This allows us to investigate the issue thoroughly and hopefully offer a suitable solution as soon as possible.
Log files via the creator tool
Cannot open the creator tool to retrieve log files
Log files via the creator tool
1. Open the concerning photo book in our creator tool.
2. Go to the "File" tab.
3. Click on "Settings".
4. Click on "Troubleshooting".
5. Click on one of the following buttons, depending on which files have been requested:
- Create log file: This creates a ZIP file including all log files called "Photobox" that is stored on your desktop.
- Pack design: This creates a ZIP file including the entire created photo book that is stored on your desktop. The file has the same title as your photo book.
- Send diagnostic file: This creates a ZIP file including your system information we need to solve the problem. This file will be saved at: C:\Users\username\Documents\Photobox
Cannot open the creator tool to retrieve log files
The "File" ▸ "Settings" tool will bundle all files our technical support needs. When you are unable to open our Photobox creator tool, you will have to retrieve them yourself. Please make sure you forward us all files in the steps below (A, B and C).
A. Log files in your photo book folder
1. Navigate to the Photobox folder in the Windows File Explorer. The default location is "Documents" ▸ "Photobox UK". Read more in Where can I find my saved projects?
2. In this folder you will see other folders with the title of your saved projects. Open the one with the name of the concerning photo book.
3. Here, you can find the apc.log text files.
Tip: Our contact form only allows you to upload up to 5 files. It is possible there are more than 5 files requested by our technical support. You can work around this by merging the log files into one compressed file (ZIP).
B. Log files in the installation folder
1. Right-click on the "Photobox UK " icon on your desktop.
2. Click on "Open file location".
3. Open the folder "Logs".
Tip: Our contact form only allows you to upload up to 5 files. It is possible there are more than 5 files requested by our technical support. You can work around this by merging the log files into one compressed file (ZIP).
C. System information from your computer
1. Press both ⊞
windows + s on your keyboard to open the search field on your computer.
2. Search for "DxDiag".
3. Click on the DxDiag application ("Run command"). Now a utility opens.
4. Click on "Save All Information..." in the tool.
5. Save the "DxDiag" as a .txt file on your desktop so that you can easily find it again.