Windows - Offline creator tool
Mac - Offline creator tool
Online creator tool
Smartphone / tablet app
Windows - Offline creator tool
Issues that occur during startup of our creator tool can be due to problems with uploads or incorrect downloads.
1. Please make sure that you are on a stable Internet connection. If possible, try connecting your device to a cable instead of wifi.
2. If this does not resolve your issue, please try a complete reinstall of the creator tool.
Please note: any saved photo books you have on your computer will still be saved there even if you do a reinstall of the creator tool.
- Save your project and close the creator tool.
- Uninstall the creator tool (show instructions for Windows 7 or Windows 10).
- Restart your computer.
- Go to our website to download our creator tool again.
- Install our creator tool on your computer.
- Try opening our creator tool again.
Still doesn't work?
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 (Where can I find the log files as requested by your technical support?)
4. Please indicate in brief what problem you are experiencing and which error message you receive.
Mac - Offline creator tool
Issues that occur during startup of our creator tool can be due to problems with uploads or incorrect downloads.
1. Please make sure that you are on a stable Internet connection. If possible, try with a cable instead of WIFI.
2. If this does not resolve your issue, please perform a reset of the creator tool.
Please note: any saved photo books you have on your computer will still be saved there even if you do a reinstall of the creator tool.
- Save your project and close the creator tool.
- Open the First Aid Screen.
- Select “Partial reset”.
- Close the First Aid Screen and try again.
- If this did not resolve your issue, open the First Aid Screen again.
- This time select “Full reset”.
- Close the First Aid Screen and try again.
Still doesn't work?
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 (Where can I find the First Aid files as requested by your technical support?).
- "System profile"
- "Application log"
4. Please indicate in brief what problem you are experiencing and which error message you receive.
Online creator tool
1. Please make sure that your browser is up to date. For further instructions on how to update your browser, click on one of the links below:
- Firefox
- Google Chrome
- Safari
- Microsoft Edge
Please note: We do not recommend using Internet Explorer. The browser is no longer supported and although many sites work well, developers generally no longer test for Internet Explorer.
2. Allow third party cookies in your browser.
3. Delete cookies from your browser.
4. Try opening our creator tool in incognito / private mode.
Still doesn't work?
We kindly ask you to fill in our contact form with the following information:
1. Which browser (and what version) did you use to make the album? Click here if you don't know which browser you are using.
2. Did it work before?
3. Did you try the steps as mentioned in this FAQ?
4. Attach a screenshot of the creator tool showing that it does not open.
Smartphone / tablet app
If you have no saved projects in the app, we recommend to uninstall the app and reinstall it after.
Please note: If you delete the app, you will lose all saved projects!
If you do have saved projects in the app, please check the following:
1. Is there enough storage space?
2. Is your phone up to date? If not, please update to the latest OS version.
Still doesn't work?
We kindly ask you to fill in our contact form with the following information:
1. What is the version of your phone's OS? Click here if you don't know which version you are using.
2. Did it work before and since when are you experiencing this issue?
3. Please add a short description of the issue.
4. Attach a screenshot of the creator tool showing that it does not open.
