Windows - Offline creator tool
Most of the time, trouble with saving projects has to do with the storage on your computer.
1. Please check if you have enough storage space. We recommend at least 2 GB of free storage space.
2. Try saving your product somewhere else by using the "Save as.." option (we recommend trying your desktop or a USB / external disk).
Do you receive an error message / report? Please visit this FAQ.
Still doesn't work?
We kindly ask you to fill in our contact form with the following information:
1. What version of our creator tool are you working on?
2. When did you first start creating your photo book?
3. When did you last save your photo book?
4. Please describe step-by-step how the issue occurs. We would like to try and replicate the issue ourselves whenever possible, so please be as detailed as you can.
Examples: Where in the editor did this happen? What actions did you do right before the issue occurred? 5. Did you get an error message?
6. Attach a screenshot of the error message or status of the editor at the time of the issue.
7. Attach all log files as well (Where can I find the log files as requested by your technical support?)
Mac - Offline creator tool
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. What is the location where you saved the album? Is this on your local drive or desktop?
4. Where did you store the album last? (Was this on your desktop, on an external hard drive, in your documents folder, Dropbox or iCloud?) Did you move the book to another location?
5. Can you duplicate the album? You do this by going to 'File'> 'Duplicate' at the top left of the menu.
6. Please describe step-by-step how the issue occurs. Examples: Where in the editor did this happen? What actions did you do right before the issue occurred? Did you get an error message?
7. Attach a screenshot of the error message or status of the editor at the time of the issue.
8. Attach the "Diagnostic package" (Where can I find the log files as requested by your technical support?).
Online creator tool
If you cannot save the book, proceed with the following steps:
1. Click through every page in your photo book in the normal edit view and make sure all elements on all pages in the book are properly loaded in the current session.
2. Press the “shift”-key on your keyboard and click on the editor-button “Save”.
3. The photobook will now be downloaded as a ‘PAP###.albx’ file.
4. Refresh your browser or open a new browser (we usually recommend the browser Google Chrome).
5. Open up an empty photo book in our editor (please note that it doesn’t have to be the same size/type book as originally created).
6. Press and hold the “shift”-key on your keyboard and click on the editor-button “Open”.
7. A new window will pop up, allowing you to load the file you downloaded previously.
(In windows the file will standard be located on C:\users\ <username> \Downloads)
(In Mac OS the file will be located on the desktop)
8. Your design should now open. Please try and save your book again.
Smartphone / tablet app
Our app saves your projects automatically. If any errors occur, please send us the support info package.
