Common Tickets

Some questions will be asked constantly.  Here are a few of the frequently asked OR weird occurences:

“Projects disappeared”

-Check external hard drive

-Spotlight or My Computer search for .fsd

-Find file path by going to View > Open Dashboard from top menu of the software.

-Create specific folder in documents OR project folder with project images

--->v6 defaults to Documents

 

“Suddenly in Trial Mode”

-Check licenses

-Multiple emails?

-Update software (v6)

-Log out and log back in (both)

 

“BW images look wrong”

-Greyscale Macro

-Images need to be in RGB, not greyscale

 

“Can’t rotate images/distorted”

-Metadata macro

 

“Logo issues”

-Must be under 1000x1000 pixels

 

“Auto Design put everything on the same page”

-Issue with date stamp, no time difference = no auto design

-Happens when downloaded as a file/group/album

-Some softwares will adjust time stamp (lightroom individually)

-Grouping photos before design can help keep them together

 

“Why is my software so slow?”

-Anti virus software (especially Malware Bytes, Avast, and Avira)

-Add Fundy Designer to firewall exceptions.

-Reset app database (macro)

-Toggle Speed vs Color Corrected. 

-Toggle off high res filmstrip view

 

“NilObjectException”

-Trying to pull data that doesn’t exist

-Check for blank drop zones, no cover

 

“Export Freezes”

-Same spread every time?

-Check for large file sizes (over 10,000 pixels)

-Empty drop zones?

-Special character in project name

-Images stored externally

 

“Proofer says I’m Inactive”

-Check payment details

-“Reactivate Subscription” in Chargify

 

“I need to add another computer”

-Send download link

-”Multiple Computers” macro

 

“Maximum license warning”

-Clear machines

-Max license macro

 

“Can I order a sample album through direct?”

Finao:  NO

Lush:  NO

Millers:  Yes

Renaissance:  NO

 

“api-ms-win-crt-runtime-l1-1-0-dll-is-missing”

-Missing .dll means a driver in your operating system needs to be updated.  This site is helpful:  https://support.microsoft.com/en-us/kb/2999226

-Redownload software after any available computer updates

 

“Proofer won’t accept my cover”

-Is it a photo wrap?  They have a higher width to account for the book’s spine.  Take the cover into Photoshop and cut it exactly in half, then re upload.  

 

“Not exporting PSD”

First:

http://support.fundydesigner.com/hc/en-us/articles/223850668-Export-to-PSD

Second:

-Check for .json and .jsx files

- .jsx “Open with” Photoshop

- Set Photoshop as default

*Adobe sets Dreamweaver or other script readers as default*

 

“Fundy Screen is pixelated”

-Check for screen resolution

-Retina display

 

“My Screen Flashes Black and White Shapes” OR is all white

- Graphics card

-shift~ will help temporarily

  • Start by making sure you have installed any outstanding updates to your Windows OS (not upgrading to W10, just installing any updates they may have released.  Windows 8 http://windows.microsoft.com/en-us/windows-8/windows-update-faq and in Windows 7 http://windows.microsoft.com/en-us/windows/is-computer-up-to-date#1TC=windows-7).  
  • Then, we recommend making sure that you've backed up your system prior to investigating and installing any updates to your graphics card drivers.  Due to the nature of the driver updates I'd like to reiterate that we strongly advise backing up your system prior to the following step if at all possible.  
  • You’ll first want to identify what kind of Graphics Card is included in your system’s hardware.  
  • Once you’ve identified the company that produced your graphics card (Nvidia, Intel, etc.) go to Google and search their name, "graphics card", and the term "drivers" (ie. Intel Graphics Card Drivers), and there should be information on what the most recently released drivers are, when they were released, etc.  There may even be a tool you can download that will run a check on your drivers and let you know if they are in need of updating.

“Photoshop opens but the image doesn’t”

-Special characters in file name OR file path

-Try to save images locally (C drive, desktop, etc)

-Connection between Fundy > Photoshop > Images might be too far apart/disconnected

 

“Says there is no disc is drive”

-Computer > Manage > Disk Management > Find that Disk > Right Click > Eject

-Change drive letter:  https://www.lifewire.com/how-to-change-a-drive-letter-2626069

 

“What is a good size for a Client Room?”

-2800px wide

-small file size, like a web export

 

“Images are missing from the exported spreads”

-What version?

-v6 = UPDATE

 

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