FAQs about Image Hosting and Digital Image Managment in Preview Gallery System

FAQ's and Answers

The following are some of the more frequently asked questions we receive. While we are more than happy to answer your question personally, either by email, or on the phone, we feel this may be a quicker way to find the answers you are looking for. Especially late at night or on weekends, when we are not available to help you.

Before you go to much further, did you click EVERY button, and menu item in the program to see what they do or say? That is the way to learn about any computer program. Run your mouse over a button, click the buttons, see what happens. You can't hurt anything, loose anything you have done, or delete anything. Unless you created an album page and you decide to delete it. Otherwise you are safe to do anything in the program.

Did you watch our videos? They are extremely helpful. Did you read our instructions?
How to Video Library

Do you know that if you contact us with certain questions we actually know whether or not you read our instruction or watched our videos. We think we offer the best customer service in the industry, but you have to meet us half way. Watch the videos, read the instructions, and the following FAQ's. If you are still stumped, contact us, we will be glad to help you.

On a final note. YOU ARE NOT STUPID. Stop thinking you are supposed to know how all of this digital "stuff" works. It is new to everyone, photographers, labs, equipment manufacturers, software developers...and is it not settled down yet. You were not supposed to know how all this works, it is a whole new world for us photographers.

BUT...you have to be open to learning. You can't run around willy/nilly crying about how confusing it is. Buy a book about Windows, read our instructions, watch our videos. EXPERIMENT!!! TEST!!! PLAY!!!

We even have a short video about how Windows works. To often when we get calls from users about their problems, we find the real problem is that they didn't take the time to learn how their computer works. We are only responsible to help you with our software. We understand there is a crossover, but you have to do your part.

If these FAQ's don't solve your problem, do not hesitate to contact us.

General Questions
1- How many images will the program open?
2- Can I open multiple image directories to create one order.
5- Can I accidentally DELETE my images?
6- How can I delete, or remove images from the Image Organizer Bar?
10- What images do I retouch, when my order is ready for the lab?
9- If I close the program in the middle of an order, how do I SAVE the order?
10- I can't find the SAVE button.
11- Can I print Proof Sheets of any of my images, not just Album Layouts?
18- How do I open my images in Photoshop directly from the program?
23- What are the operating specifications to use the program?
24- I have a MAC, what can I do?
27- Can I move the Order and Output Folders to another drive?
28- Can I work on a "Network".
41- Where did the Color Controls go in my new Presentation Gold/ Lite Program?
42- If I have an order I created with a Lab's Config File, can I send that order to a different Partner Lab?
43- Can I use Album Templates in Presentation Gold, that I purchased elsewhere?
48- My thumbnail images are "jumping around" in the when I click on them.

Creating CD's
14- How do I save my order to a CD to send to a lab?

Creating Folders
8- I can't find my Orders. Where did they go?
9-There aren't any images in my Order Folder. Where are they?

Creating Orders
2- Can I open multiple image directories to create one order.
7- I can't seem to be able to drag my images to the Image Organizer Bar.
8- I can't find my Orders. Where did they go?
9- There aren't any images in my Order Folder. Where are they?
10- What images do I retouch, when my order is ready for the lab?
9- If I close the program in the middle of an order, how do I SAVE the order?
10- I can't find the SAVE button.
17- I am trying to open my LAB ORDER folder and the program won't let me.
20- I created an album and the images are not appearing in the openings of the pages when they move to the Viewer on the right side of the screen.
25-I have a large Proof Order and it won't fit on one CD, what should I do?
26- Can I open an order to add or removes items?
42- If I have an order I created with a Lab's Config File, can I send that order to a different Partner Lab?

FTP System
15- How do I FTP my order to my Lab?
16- I can't get the FTP connection to work, I can't send my orders.
42- If I have an order I created with a Lab's Config File, can I send that order to a different Partner Lab?

Program Installation and Re-Installation
29- I need to install a new program on a new computer, or I need to-reinstall a program on my existing computer, or I am upgrading my program. What do I do?
35- I installed the program but I am having problems opening the program.
36- I need to re-install new program, will my data and orders be lost?
37- If I upgrade to Presentation Gold, can I use the Config File Price Groups I already have, in the new program?
38- Can I move my Config Files from one computer to another computer?

Processing Orders
8- I can't find my Orders. Where did they go?
9- There aren't any images in my Order Folder. Where are they?
14- How do I save my order to a CD to send to a lab?
17- I am trying to open my LAB ORDER folder and the program won't let me.
25- I have a large Proof Order and it won't fit on one CD, what should I do?
42- If I have an order I created with a Lab's Config File, can I send that order to a different Partner Lab?

Preview Gallery
30- I Can't read the numbers of the images in the order I received back from the Gallery.
31- The prices are not showing on my Gallery.
32- Can I use different prices for each event?
33- I password protected my entire Gallery site, what should I do to fix it?
38- My images are uploading, but they are rotated incorrectly. What should I do?
39-The Main Page Slide Show upload is missing from my back office, where did it go?
40- I am uploading events and they do not appear in my Preview Gallery on the web.
41- I am getting an message when I try and open my Preview Gallery. It says I need to install a "PGR" file. What is it and where do I find it?
45- I need a new PGR file. What do I do?

Receiving Orders From Preview Gallery
50- I am not receiving my email orders from my Preview Gallery orders.
51- My orders are not in my Web Order folder. Where are they?

Sales and Marketing FAQ's
3- Can I print an Invoice?
4- Can I create different prices for different types of photography, such as Portraits and Weddings?
34- I was preparing an event for presentation to my clients, the program closed and I lost all of my work, what should I do to recover it?

Technical Problems
29- I need to install a new program on a new computer, or I need to-reinstall a program on my existing computer, or I am upgrading my program. What do I do?
12- I am trying to Rotate my images and the program is crashing?
13- Why can't I work with Images from a CD?
19- I can't read the numbers on the thumbnails in the Viewer.
20- I created an album and the images are not appearing in the openings of the pages when they move to the Viewer on the right side of the screen.
21- I received an album order back from my lab and some of the images did not appear in the template openings.
22- I created an insert album order. When the order came back from the lab some of the prints were missing.
23- What are the operating specifications to use the program?
24- I have a MAC, what can I do?

Contact us at:

techsupport@performerpro.com

Answers...

Q- How many images will the program open?

A- There is no limit to how many images you can open. But you can only open images in one image folder/directory.

Q- Can I open multiple image directories to create one order.

No. When we designed the program we never saw a need to group images together from multiple directories. But, as we have seen, there are many other concepts that have been presented to us for using the program in ways we never envisioned. The ability to open multiple directories is on out wish list, and we hope will be functioning in a few months.

If you want to add images to an order you are working on you need to:

1- close your order
2- go to Windows Explorer
3- add the new images to the directory you are working with.
4- re-open the order and the new images will appear.

Be sure the new images are not using the same names as the original images.

Q- Can I print an Invoice?

A- You can print a simple invoice for your clients. It will only contain information about individual prints, not album ordered prints. We are creating a complete business workflow solution right now. We expect to release it in late 2004.

Q- Can I create different prices for different types of photography, such as Portraits and Weddings?

A- Yes, go to View/Preferences in the program. You will find the Items/Prices tab. You can create packages, add and remove items and create price groups. Video Instructions

Q- Can I accidentally DELETE my images?

A- Absolutely NOT. Our programs have no "Delete" functions to actually delete images. With other programs you will find little warning message screens pop up as you use some of the features, like...rotate, delete, save.

We removed all of these "time wasting" screens. There is no real delete function. If you "Delete" an image from the Thumbnail Bar the image is moved to a folder that was instantly created in the original image directory you were using.

If you Delete an image from the Image Organizer...it was never really there anyway...it was just there as "data".

So...if you delete a real image from the thumb bar...it goes into the delete folder in the image directory. Delete one from the image Organizer bar...and it vanishes.

Q- How can I delete, or remove images from the Image Organizer Bar?

A- Click the image and use the "Delete" key on your keyboard.

Q- I can't seem to be able to drag my images to the Image Organizer Bar.

A- We have heard from a few users about this issue. When we actually speak with them on the phone we discover that when the clicked the Image Organizer button in the toolbar...they didn't realize the Image Organizer bar just appeared above the Thumbnail Bar. They thought the large view panes, or the Light Table was the Organizer. Video Instructions

Q- I can't find my Orders. Where did they go?

A- Your orders are placed, by default, in the C:/Preview Order or Presentation Orders folder that we created in your C drive when we installed the programs.

Your Lab Order folder is in C:/ Preview or Presentation Orders

Q- There aren't any images in my Order Folder. Where are they.

A- In our original programs we moved all the ordered images to the "Order Folder". Later we realized we were wasting a lot of space and causing a bit of confusion about which images were to be retouched.

Now we give you the option, do you want to move every ordered image to the order folder, or not? Your choice.

We suggest you do not, unless you are working with orders or events that may require you to do so. For the most part, the average wedding/portrait orders do not need to have the ordered images moved to the Order Folder.

You will find the button to save the images to the order folder in the "Options" menu dropdown.

Q- What images do I retouch, when my order is ready for the lab?

A- You decide. You can retouch the images in your original image directory, or you can "Process" your order and the ordered images will be moved to the "Lab Order Folder". You can retouch the ones in the Lab Order Folder, then save them back to your original image directory/folder and overwrite the unretouched images.

The reason we suggest this....it is easier to open Photoshop after you processed the order, and open the Lab Order Folder, and your ordered images are all there. No need to find each image in the original image folder and take the chance of selecting and retouching an un-ordered image. Video Instructions

Q- If I close the program in the middle of an order, how do I SAVE the order?

A- Everything you create in our programs is saved as you create it. Once you create an "Order", that means you order 1 print or create 1 album page, your work is saved. Even if you open an image directory, rotate and color correct your images without creating an actual order, the information is saved as data. If you open your original image directory after rotating and image, you will find the rotation position recorded in the "Crop.dat" file. Do not attempt to change any information in the dat files themselves. one wrong character entry can ruin the entire file.

There are no "Save" commands in our program, everything is saved as you go. The exception of course is when you are creating templates in the template maker in Presentation Gold. You will be asked to save the template and give it a name. Maybe we should say...your albums and orders are always saved as you create them....

Q- I can't find the SAVE button.

A- We don't have a "Save" command for most of the functions-everything is saved as you create it. All print orders and album layouts are saved as you create them. If for any reason you close the program or your computer, or if you have a crash, or power failure, you can re-open the order you were working on and continue to work on the order.

Q- Can I open an order and add or remove items?

A- Yes. You can open an album layout and add or delete pages. The same with a print order. You remove items from print orders in the "Process Order Screen". You can add items the same way you create a regular print order.

Q- I opened my order and it was not there, where is it?

A- you probably didn't open the order, you opened your original image directory. Be sure you select "Open Order" from the file menu, or click the second icon from the left side to open an existing order.

Q- How do I delete old orders?

A- After your order is complete (back from the lab and you verify it is correct), you go to C:/Presentation, or Preview Orders IN WINDOWS EXPLORER, and delete the old orders, same with the Lab Order Folders.

Here is a helpful hint....if you don't select the option to move your ordered images to the order folder, your order folder will only contain data files. These files are very small and don't really take up much space. I would suggest you delete the lab orders and keep the "Order" folders. You can open an order at any time and re-create a lab order. It is the Lab Order folders that take up all the space in your hard drives.

Q- Can I move the Order and Output folders to another drive?

A- Yes. We place them in your C:/ drive because we know everyone has a C drive on their system. We don't know what other drives you have. You can place them wherever you like.

Move them to the drive you wish to use, then go to View Preferences/File Locations and browse to the folders and select them. Then your program will know where they are.

Q- Can I work on a "network".

A- You need an individual Program on each of your computers. You can store your images on a central "server".

Keep in mind, you cannot create an order in one computer and process it in another computer. You can work on it, but you can't process it it on a second computer. You must go back to the computer that was used to create the original order, to process it.

Network systems vary in concept. we suggest you create print and album orders, have them processed and see if everything worked correctly.

Q-Can I print Proof Sheets of any of my images, not just Album Layouts?

A- In Preview ProLab you can only print Album Layouts, in Presentation Gold you can print album layouts, any images in any category in the Image Organizer, or all of your images in your image directories. You can make images up to 4x5 on any layout.

With Presentation Gold Universal Output version you can print to inkjet or any lab, and make your images any size.

Q- I am trying to Rotate my images and the program is crashing?

A- You are probably working with images on a CD. Since our programs work with data created as you perform operations...rotate, crop, color correct, and we never effect your original images, we need a place to save this data. The data is saved in files in your original image directories. Since we can't "write" back to the CD, where would the data go?

So...you can't work from CD's. Move your images to a folder on your hard drive.

Q- Why can't I work on Images from a CD?

A- Since our programs work with data created as you perform operations...rotate, crop, color correct, and we never effect your original images, we need a place to save this data. The data is saved in files in your original image directories. Since we can't "write" back to the CD, where would the data go?

So...you can't work from CD's. Move your images to a folder on your hard drive.

Q- How do I save my order to a CD to send to a lab?

A- You may have noticed an Icon in the Process Order Screen that says CD Burner. It is not operational yet. You need to use your regular CD program to burn a CD of your order.

1- Open your CD burning program.
2- Browse to your "Output" folder location.
3- Select the order you want to send to the lab.
4- Burn the CD and take or send it to the lab.

Q- I have a large proof order, it won't fit on one CD, what do I do?

A- Burn 2 CD's. Make a second folder for your order. Call the second folder-"Jones (customer name) Part 2".
Put the additional images that didn't fit on the first CD on the second one, in the Part 2 folder.
Be sure you have the Lab Order folder on the CD with the first set of images that fit on the first CD.
When the order gets to the lab they will move the Part 2 images into the Lab Order Folder and re-assemble the order.

Be sure to check with your lab and ask if this is the procedure they would like you to follow.

Q- How do I FTP my order to my Lab?

A- It couldn't be easier. First be sure your lab has established an FTP connection and they are including it in our system.

Then, make an order, print or album. Go to the Process Order screen, click the button with the Green Arrow. Your order will be on it's way...after you click the upload button when the FTP screen opens.

When your order arrives at the lab, you will receive an email confirming they received it.

Q- I can't get the FTP connection to work, I can't send my orders.

A- A few possible solutions:

1- Be sure your internet connection is working
2- In some cases you my have to turn off or establish with your "Fire Wall" software that you want to send orders to the designated FTP site.
3- You may need a new router. We recently discovered that some older model routers are not working properly with our program and others like it. Do not purchase a new router until you contact us and we verify that you may have that problem. It is very rare. We discovered it in 3 out of 2000 users.

Q- I am trying to open my LAB ORDER folder and the program won't let me.

A- You can't open a Lab Order in the program. Call it a "safety" feature. We wouldn't want you to accidentally remove images or make changes to an order you created. All adjustments to orders have to be done in the "Order Folder", not the Lab Order Folder.

Q- How do I open my images in Photoshop directly from the program?

A- Go to View/Preferences/File Locations. You will see a browse box for Editing Programs. Browse to Photoshop in the Program Files and link to it. Video Instructions

Q- I can't read the numbers on the thumbnails in the Viewer.

A- your image names are to long. A common practice with photographers new to digital is to put actual "names" on their images. While we never wrote customers names on negatives, for some reason photographers are putting long names on each image. As you begin to see how the workflow progresses with our software, you will see why this concept of naming images is unnecessary.

If you name the folder that contains the images, the same way you named an envelope or box of negatives, with the clients name on it, and you simply use small numbers to name your images, and considering you will send the order to the lab under the clients name, and the order will return from the lab, in a package with that clients name, and you only work on one job at a time, nothing should get mixed up.

We are real photographers, just like you. We are not computer geeks telling you something we don't really know about. This is how we do it. We have no problems with this system.

Q- I created an album and the images are not appearing in the openings of the pages when they move to the Viewer on the right side of the screen.

A- As we have mentioned numerous times in our instructions, you cannot work with images, templates, order folders, output folders, or anything else associated with our programs, and use "My Documents" or the "Desktop" as a storage facility.

DO NOT USE "MY DOCUMENTS" OR THE "DESKTOP" TO STORE IMAGE FOLDERS, OR TEMPLATES!!!

Also- keep your paths to folders short and sweet. There is a tremendous amount of "data" being moved around very rapidly in our program. Long paths can cause problems.

Q- I received an album order back from my lab and some of the images did not appear in the template openings.

DO NOT USE "MY DOCUMENTS" OR THE "DESKTOP" TO STORE IMAGE FOLDERS, OR TEMPLATES!!!

Also- keep your paths to folders short and sweet. There is a tremendous amount of "data" being moved around very rapidly in our program. Long paths can cause problems.

Q- I created an insert album order. When the order came back from the lab some of the prints were missing.

DO NOT USE "MY DOCUMENTS" OR THE "DESKTOP" TO STORE IMAGE FOLDERS, OR TEMPLATES!!!

Also- keep your paths to folders short and sweet. There is a tremendous amount of "data" being moved around very rapidly in our program. Long paths can cause problems.

Q- What are the operating specifications to use the program.

A- There are no specific requirements. Any computer with Windows XP, or 2000 should work fine. The "size" and speed of your processor will only determine how fast things happen in the program. An older computer, or a Celeron processor may work a "bit" slower than a Pentium.

A Windows 98 may work, but may not work for all the features in the program. As we create new features, the tools we use to create the features are all on Win XP platforms. Install win XP and eliminate potential problems. Same for Millennium. It does not work at all. Install XP.

If your computer is over 5 years old, you may not want to spend the time upgrading to XP. You computer probably has a slow processor and not much ram.

You can buy a new computer that is much faster than a 5 year old model for as little as $500. We designed our programs to work on any "speed" computers. You don't need to purchase an expensive super hi speed/hi capacity operating system to run our software.

You will need sufficient storage space for your images, but that kind of storage space is cheap.

Q- I have a MAC, what can I do?

A- But the tool that does the job you need done. Buy a PC.

Before you go ballistic, hear me out. At every convention we attend someone comes by and watches our demos. They comment that our program has everything they were looking for. They have been to every other booth and we have what they need.

Then the magic question: "Does it work in a Mac?".

When we tell them no, they get an attitude, comment to us that "When it works in a Mac, we can call them".

So...here is how we see it. We created a tool that works. It is constantly being upgraded and improved while no one else is even bothering to make anything close to what we have for Mac. Are their other program that are similar to ours that work in Mac, yes, but they don't have all the features and functionality we have, and they can't respond to the needs of the user like we can...because a Visual Basic PC program can do more...that's it.

I equate this to a photographer saying "I have a great set of studio strobes, but the manufacturer does not make a portable one, so I won't buy one from another manufacturer, because I like the brand I am using in my studio".

As we have mentioned many times in our instructions and emails- WE ARE REAL PHOTOGRAPHERS HERE!!!!

We use this program in a PC everyday. It works perfectly. It saves us hundreds of hours of wasted time, we used to spend before we had this program. A PC costs $500. We save thousands of $$$ in labor costs. Our "quality of life" has been tremendously improved since we stopped spending hours looking for images, cropping in Photoshop, designing albums in Photoshop, etc...

I will be blunt- if you want to stand on your soapbox and scream and yell about why we are not addressing the Mac users, enjoy yourselves. I am spending 5 hours on weddings now. You are spending 35 hours. I'm enjoying my life, you have no life. I am out riding my bike, you are sitting in front of the computer pouting because we don't care about Mac computers.

You decide...sorry, have to run. Time to go fishing.

Q- I have to install a new program on my computer, or, I have to re-install a new program on my existing computer, or I bought a new computer and I need a program installed...

If for ANY reason at all you need to install a new program....any reason....computer crash, new hard drive, new computer...any reason at all.

You do NOT have to contact us.

1- you purchased a new computer and you need to install a new program. You need to install a new program and insert a new Registration code.

Go to Downloads on our website and follow the links and install a new program as you did the first time. Register your program.

2- your lab gave you a CD with our program on it. You lost the CD and you need to install a new program.

Go to Downloads on our website and follow the links and install a new program as you did the first time. Register your program.

3- your lab gave you a CD with our program on it. You need to re-install the program, or you want to install it on a new computer. We suggest you go to our website and install a new program so you have the latest version.

Go to Downloads on our website and follow the links and install a new program as you did the first time. Register your program.

In almost ANY case- just install a new program from our website.

35- I installed the program but I am having problems opening the program.

1.Registering your program
Go to the Help/ Register screen and see if the registration code is in the bottom box. If not, go back to our website, follow the instructions to install a program. Fill out the Registration form and follow the instructions on the screen. You will be given a registration code to insert in the box.

2. Program screen opens but program is not functioning.
If the program install properly, and the main screen opens, you may not have registered the program. Go to the Help/ Register screen and see if the registration code is in the bottom box. If not, go back to our website, follow the instructions to install a program. Fill out the Registration form and follow the instructions on the screen. You will be given a registration code to insert in the box.

3. You computer crashed, or you bought a new computer and the Registration code from your original installation does not work.
The registration code for our purchased programs are generated from data retrieved from the computer's hard drive. Each hard drive has a different number. If you install a new hard drive or buy a new computer you must call us for a new Registration code.

4. Trial Version v Full Version
All of program are full working versions. The function as fully working versions for a specified time period and then they shut off if you decide not to purchase the program. Once you make your payment arrangements, you will receive a Registration or release code from us by email. You copy and paste the code in the bottom box in the Help/Registration screen. If you install a program and you do not register it for a long time, you will probably find that a newer version is available on our website. Install the newer version before registering.

These are the most common problems we encounter with installations. If you have a problem and it does not seem to apply to either one of these issue, don't hesitate to contact us immediately.

Q- I was preparing an event for presentation to my clients and the program closed and the work I did was lost.

A- Not really. When you opened the image folder the first time to rotate, crop, organize, color correct your images, the "data" for all of these processes was stored right inside the image folder. Just open the program, open the image folder and open the image organizer. Select a category you were working with and all your images will appear. Everything you do in our programs is stored as you do it.

Q- If I have an order I created with a Lab's config file, can I send that order to a different Partner Lab?

A- No. You cannot send orders to labs with different Config Files. Partner Labs cannot handle orders created with other Lab's Config Files.

If you are using the Universal Output version of our programs, you can create an order that any lab can process. But even if the lab is a Partner, you will not be able to use the built in FTP upload module. You will have to use the Lab's own FTP system.

Q- Can I use Album Templates in Gold, that I purchased elsewhere?

A- Yes. We suggest you watch the video about "How to Make Templates". The part to pay attention to is where you are instructed to save the templates as TIFF's, then open them in our program and they will be converted to our format and they will work in our program.

A few more things:

1- be sure the templates you have are at least 250 DPI.
2- if any openings overlap, be sure to make the openings different colors as described in the video.

Preview Gallery Answers

Q- I can't read the numbers of the images in the order I received back from the Gallery.

A- The problem is probably the names you gave the images and the Gallery Event. Some people use very long names when naming their images. Instead of a simple 001.jpg, they use Jane and Jack Wedding 3-4-04.jpg. These long names are unnecessary and cause problems throughout the entire digital process. Photographers who are new to digital haven't discovered all the problems that can occur in the lab when they use these long file names. The digital printing equipment has character limitations. Some printers can only handle 22 characters in a file name. Other problems that occur is in the printing of your images. Some printers will include your file names from the beginning of the string- with the long name I created in the example, I would get the couples name and no number on the back of my prints.

We have the same limitations the labs have. We can only handle a limited amount of characters. It's not under our control. We are limited to the conventions permitted in the "tools" we use to create the Gallery.

File naming is a major problem in our industry right now. We are constantly having to contact photographers because the labs are receiving orders with "illegal" characters in the file names, names that are to long, etc.

We all have to understand something...we can't just decide to do something because we can. The computer was not designed for photographers, and the programs we are creating for them. It works the way it works. You can understand it and work with it, or you can do what you please, only to find out it won't work.

Q- The prices are not showing on my Gallery.

A- There are a few options to look at here:

1- Did you actually go into the View/Preferences screen in Preview or Presentation and create a Price/Size group?

2- Assuming you did create the group, did you have that Config File selected when you opened your image directory?

3- If you didn't have the Prices Group active when you opened your images, did you select the Price Group later in the Preview Gallery Upload Screen (2nd screen)? When you are uploading an event, you can select a Price Group. Click the icon with the $ on it. Video Instructions

Q- Can I use different prices for each event?

A- Yes, each event is individual. You can use a different Price Group for each event, not each category in that event.

Q- I password protected my entire Gallery site, what should I do to fix it?

A- Probably our most common problem for first time users of the Gallery. When you attempted to password protect the event, after you selected the event you didn't click the button to the right side of the box that show you the event you wanted to protect. The process is in 2 steps. Select the event name, then click the button to "select" the event folder.

So...all you have to do is go into your online back office and you will find the entire Gallery listed in that box. Just go down the page a few lines and you will find the Password Protection box. "Remove" the protection and your site will be open again.
Video Instructions

Q- I was preparing an event to upload and the program closed and the work I did was lost.

Q- I need to re-install new program, will my data and orders be lost?

A- No. The data and order folder associated with your orders is saved in the actual order and original image folders. Re-installing a new program does not remove any of your files or folders. The Config Files are not removed either, so the Price Groups you created will be there when you install the new program.

Q- If I upgrade my gram, can I use the Config File Price Groups I already have, in the new program?

A- Yes, the Config Files are not removed when you un-install a program. They will still be in the Program Files directory in your C Drive. Just browse to the Config File folder that was created for the original program and select your Config Files. The new program will "copy" each Config File to the Config File folder in the new program as you select each one.

Q- Can I move my Config Files from one computer to another computer?

A-Yes. Just "Copy" the Config File folder, and replace the Config File folder that was installed with the new program in your new computer. Our you can copy the Config Files themselves and move them.

Q- My images are uploading, but they are rotated incorrectly. What should I do?

A- There are a few things you can try.

1- Remove the "crop.dat" file from the original image directory and rotate your images again. Sometimes the crop.dat file gets "corrupted" and that is the only solution.

2- In addition to step 1, you should also go to the C:/Preview or Presentation Images folder in Windows Explorer (not through our programs) and delete the "Z_Web_Event" folder. That is the temp folder that holds the images for the web event that you are uploading.

3- Check your images for "illegal" file names, check your categories for the same thing, no illegal characters.

Don't waste a lot of time trying to fix the problem by repeatedly uploading the event hoping it will correct itself. If you have done the past few fixes and after 2 attempts the problem has not corrected itself, contact us immediately by email at our tech support address.

Q- The Main Page Slide Show upload is missing from my back office, where did it go?

A- We created a new Slide Show upload tool for your main page. Be sure you have our latest version of the program you are using to upload your images. If you are using Preview ProLab, you do not need to uninstall it, but, install Presentation Gold, since we no longer supply Preview ProLab to our users. After 30 days, Presentation will become Presentation Lite. There is no charge to install and use Presentation Gold for the 30 day trial period.

The instructions for using the new Slide Show upload module are located under the Preview Gallery menu on our website.

Q- I am uploading events and they do not appear in my Preview Gallery on the web. Where did they go.

A- Could be one of a few problems

1- You may be over your image upload capacity. We are installing "Meters" for you to check whenever you like, so you can see how space you have used. Go to your back office and scroll down to the bottom of your Web Page Editor/ Preview Gallery Homepage.

If you are close to your capacity, remove some events or contact us and upgrade your plan.

2- You may have a corrupt "eventlist.txt" and an "evenlinks.php" file.

Go to: C:/Program Files/Performer Software/PreviewLab or Presentation/Startup

In the Startup folder you will find these 2 files. Delete them. DO NOT delete the Vars file.

Close your program, open it again and proceed to try and upload your event.

3- In addition to step 2, you should also go to the C:/Preview or Presentation Images folder in Windows Explorer (not through our programs) and delete the "Z_Web_Event" folder. That is the temp folder that holds the images for the web event that you are uploading.

Q- I am getting an message when I try and open my Preview Gallery. It says I need to install a "PGR" file. What is it and where do I find it?

The PGR file is our own unique "linking" file that connects you to your Preview Gallery without you having to go on the web and type in a username and password every time you want to upload an event. Since the PGR file contains information that is unique to your Gallery Site, we have to "generate" the file manually after you sign up and register with us.

As soon as you sign up and we know what you Gallery name will be we can generate the PGR file. You will usually receive your PGR file the same day you sign up for your Preview Gallery.

We send the PGR file as an "attachment" in an email. All you do is "Save" the attachment to your C Drive. Our program "looks" in your C Drive the first time you open your Preview Gallery Upload Module, in our programs, and move the PGR file to the "Startup" folder in the Program files directory of the program you are using.

Once the PGR file is moved to the Program file Startup folder, you never have to worry about it again.

In some cases you may have a need to re-install the PGR file. You may install an upgrade program and the new program needs to "find" the PGR to move it to its Startup folder.

We suggest that when we send you the PGR file the first time, after you save it to your C Drive for the program to find it, you create a folder to store it in. We suggest a simple PGR File folder on your C drive. It will always be there if you need it. Then if you do need it again you can just copy it to your C Drive.

Q. I am not receiving my email orders from my Preview Gallery orders.

A. We are seeing more problems all the time with Photographers who do not use their own personal email addresses. Yahoo, AOL, Google, and other free email systems are "blocking" our order emails. They treat them as "spam" because they are computer generated and their systems can't tell the difference.

The solution is to get yourself a web site and use an email address using your company account. Mine is bob@bobkahn.com. I never have any problems receiving any email. You don't have to stop using your current email address, just set up your email in your back office of Preview Gallery with the new email address. This does not effect your PayPal account. You only change the email address you entered as your email address at the top of the set up page. If you don't have a website, we can set up an address for you. Contact us for more details. Tech Support

Q. My orders are not arriving in my Web Orders folder. Where are they?

A.1-The new system that retrieves orders from our server only works if you uploaded your event using the Version 6.1 program, or newer. You can delete your events and re-upload them with the new version if you want to use the new system.

A.2- Orders will only appear in the commuter that uploaded the event. Your computer can't find the ordered images if the order opened in a computer that does not have the images stored on it.

Q- I need a new PGR file. What do I do?

A- If your computer did not crash, you will find the PGR file in the C:/program files/performer software/presentation or preview/startup

If your computer did crash and you lost "everything", you need to contact us for a new PGR file.