I have trouble uploading or ordering my project, what can I do?

Error messages which indicate an upload issue:
- "Bad Gateway (eclHTTPerror)"
- "Failed to upload product: HTTP/1.0 502 Bad Gateway"
- "Redirect (Can't connect to browser)"

There can be multiple causes when experiencing trouble uploading your order. We kindly ask you to try the following solutions one by one.

1. Check your internet connection. If you are experiencing wifi issues, we suggest disabling other devices or try another wifi connection.
2. To help you with uploading your product from our app, we would like to ask you to make sure you are using the latest version of our app. You can do this by going to the App Store and searching for the Photobox app. If it indicates that there is an update available, please select "Update" to install it. After you have installed the latest version of the app, please restart your device. Now only open the app on your device and try and place your order again.
3. If you still experience issues ordering your photo product, it could be due to there being insufficient storage space on your device. We kindly ask you to delete some data from other applications on your device and free up some available space.

Still not working?
We kindly ask you to fill in our contact form with the following information:

1. Which version of the Photobox application do you have? (Tap on "My account" in the bottom right corner. You can find the app version below the text.)
2. What is the version of your phone's OS? Click here if you don't know which version you are using.
3. Please add a short description of the issue.
4. Please send the log files.

Error messages which indicate an upload issue:
- "Socket error"
- "Bad Gateway (eclHTTPerror)"
- "Failed to upload product: HTTP/1.0 502 Bad Gateway"
- "Redirect (Can't connect to browser)"

When you experience trouble when uploading your order, this can have multiple causes. We kindly ask you to try the following solutions one by one.
1. Check your internet connection and use a cable to connect to your router, if possible.
2. Check if you have set a standard browser. We recommend using Google Chrome.
3. To protect your computer, most software programs are routinely blocked by the Windows firewall. To be able to order something from Photobox, you must grant our creator tool access to the internet. Most problems with uploading are caused by the Windows firewall. We kindly ask you to edit your Windows firewall settings accordingly.
Please note: if you are using Kaspersky, Norton Symantec antivirus or any other additional antivirus, you need to adjust it as well.
In addition, we advise you to temporarily disconnect a "proxy server" if you have one.
If you have applied an internet filter, we ask you to adjust your filter. This filter blocks the connection between your internet connection and our creator tool. If you cannot change this independently, we ask you to contact your provider for support.
4. If you can try uploading your photo product from another computer, please do so.
How can I continue working on my book on another device?

Still not working?

We kindly ask you to fill in our contact form with the following information:
1. What version of Windows are you working on? Click here if you do not know which operating system you are using.
2. What version of our creator tool are you working on?
3. Attach all log files of our editor.
4. Please indicate in brief what problem you are experiencing and which error message you receive.
5. Mention that you have already tried all steps in this FAQ.

Error messages which indicate an upload issue:
- "Bad Gateway (eclHTTPerror)"
- "Failed to upload product: HTTP/1.0 502 Bad Gateway"
- "Can't connect to print service (Mac)"
- "Redirect (Can't connect to browser)"

When you experience trouble when uploading your order, this can have multiple causes. We kindly ask you to try the following solutions one by one.
1. Check your internet connection and use a cable if possible.
2. Please reset your modem or router by disconnecting the cable for 15 seconds. After the time, you can reconnect the cable. Once completed please wait 5 minutes so that your modem or router is fully booted up.
3. If possible, try uploading your photo product from another computer.
How can I continue working on my book on another device?
4. To protect your computer, most software programs are routinely blocked by the Mac firewall. To be able to order something from Photobox, you have to grant our creator tool access to the internet. Most problems with uploading are caused by the Mac firewall. We kindly ask you to edit your Mac firewall settings accordingly.

Still not working?
We kindly ask you to fill in our contact form with the following information:
1. What version of Mac OS are you working on? Click here if you do not know which operating system you are using.
2. What version of our creator tool are you working on?
3. Attach the following files of our creator tool:
    - "Diagnostics Package"
4. To help determine where the issue is stemming from, please try uploading a new, blank photo book. Please inform us of what occurred in the next step. 
5. Provide a brief description of the problem you are experiencing, which error message you receive. As well as mentioning the  steps in this FAQ.

Error messages which indicate an upload issue:
- "Bad Gateway (eclHTTPerror)"
- "Failed to upload product: HTTP/1.0 502 Bad Gateway"

All products

When you experience trouble uploading a product that you created online, this most likely has to do with your internet connection or your browser. We kindly ask you to try the following solutions one by one.

1. Check your internet connection and use a cable if possible.
2. Try using Incognito or Private mode.
3. Clear your browser cookies. Not sure how? See how can I allow or delete cookies.
4. We kindly ask you to try placing the order in another browser (we recommend Google Chrome as a browser because we know from experience that this browser works the best with our website). 
5. It could also help to log out and log in again at the top right of your screen. Please save your project first.
6. Lastly, the issues uploading could be a result of the photo(s) being to larger. Please follow the instructions under Resizing.

Wall art

Please check the size of your photo(s). If the photo(s) meet these requirements, try to order using Google Chrome and a wired Internet connection. Uploading photos bigger than 4 MB is not possible in Internet Explorer.
Max. size: 128 MB per product (all photos combined).
Max. pixels: 11500 x 11500 pixels.

If the photo(s) meet these requirements, we suggest opening the photo in Paint (Windows) or Preview (Mac) or another photo editor and save the photo as a JPG or PNG file.
Please resave the photo with another name.

If the photo(s) do not meet the above requirements, we suggest resizing the image. To resize the image, please follow the steps below under Resizing

Resizing

For resizing in Paint (Windows), you can follow the following steps:

1. Open the Paint program in Windows.
2. Press 'File' > 'Open' to select the desired jpg image.
3. Click again on 'Home' and then 'Resize'.
4. Under 'Pixels' ensure and/or adjust the image to no larger than '11500' pixels.
5. Click on OK and you will see the new (adjusted) image.
6. You can now select 'File' and 'Save as', saving with a new name, so the original file is preserved.

For resizing in Preview (Mac), you can follow these steps:

1. In the Preview app on the Mac, open the file you want to modify.
2. Choose 'Extras' > 'Adjust size' and select 'Pixels' for width and height.
3. For the largest number, enter 11500 now. The new value is displayed at the bottom and you can save your picture.

Prints

It can happen that there is an error when uploading prints on our website. In this case, you will notice that the progress bar at the top of the screen freezes. Unfortunately, we cannot solve this issue. To prevent this, we kindly ask you to follow these steps when ordering prints:

1. Please use a stable and fast internet connection.
2. We kindly ask you to try placing the order in another browser. We recommend Google Chrome as a browser because we know from experience that this browser works the best with our website. Most uploading issues currently occur in Internet Explorer.
3. Try uploading smaller batches of photos at once. Place them in your shopping basket and click on "Continue shopping" to move on to the next batch. When you have placed all of them in your shopping basket, you can go forward with your order.