1. Why do upload errors happen?

2. How can I double check the upload is finished?
3. What does this mean for my clients and their galleries?
4. How do I fix an error?

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  1. Why do upload errors happen?

The uploader has two steps:

Step #1 - Upload all of the web-sized photos to the gallery
Step #2 - Upload all of the hi-res photos in the background 

After step #1 is complete (this happens really quickly), you gallery will be fully populated with all of the thumbnail images. You can continue creating (and even send) your gallery. 

For step #2 to be completed, your computer needs to...

  • Stay awake 
  • Be connected to wifi
  • The files (and folders) need to stay in the same location 
  • The files (and folders) involved in your upload need to keep the same file names

If this connection gets interrupted, the upload will stop. If the location of the files and the filenames all remain the same, the uploader will automatically continue once your computer is again connected to wifi. 

However, if the files have been moved (ex. if a hard drive is no longer connected), the uploader cannot finish it's job. When this happens, the uploader will display an error.

2. How can I double check the upload is finished?

Great question! You can do this in a few ways...

  1. Check to see if the upload bar at the top of your screen has disappeared 
  2. Check to see if your uploader icon is black. If it is green, that means your uploader is still working. 
  3. Preview the gallery. Click "download all" and see if the photos are available for download 

3. What does this mean for my clients and their galleries?

If the uploader hasn't finished uploading the hi-res photos, your clients will not be able to download all the hi-res photos. They will be asked to put in their email, and will be notified once the hi-res upload is complete. 

4. How do I fix an error?

If you experience an upload error, there are a few things to try:

  1. Do your best to re-create the file path. If you had a hard drive connected, make sure you plug it back in before you select retry. 
  2. Cancel the errors and re-upload the photos. Pass+ will scan your gallery and check for duplicates before uploading the photos. This can overwrite some of the errors. 
  3. If neither of those things work, shoot us a message! We can reset your upload from our end and it will get those errors squared away. 

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