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| Frequently Asked Questions Please click on the area of interest. Installing Please note that this application is not supported on Windows Vista or Windows XP with Internet Explorer 7. Q How long does it take to download the "Install.exe" file? A This depends on your modem speed and other traffic passing through your Internet Service Provider. Around 20 minutes is usually needed to download the full install using a 56k modem. Q I am a business user. The IT department installed my software using Windows NT Administrator privileges. When I try to run the software I get warning messages that the software is an old version. Why is this? A This is because the version settings have been set up under the NT Administrator username, and are not available to other users. You should reinstall the software using your own username. Q As a Mac user is there a version of the software that I can use? A A version is not available at this time for the Mac, this is currently being investigated. Q I'm a Windows 2000 user and I'm trying to install the software's ''Install.exe'' file but the installation fails with an error message. Why is this? A To install software on Windows 2000 you must have Administrator Rights. Contact your system administrator to allow your username to have Administrator Rights. Q I have installed the software on Windows 2000 and it works fine for me. However other users experience problems when trying to run the software. Why is this? A Software installations on Windows 2000 will only run for the user that installed it, which is why the software runs fine under your username but not for anyone else that logs on to your PC under a different username. Q Will I need to restart my computer once the software has been installed? A Yes, once the software is installed it will ask you if you wish to reboot now or later. If you have any un-saved work then select 'no', save any work and then manually restart your machine. ^ Click here to go back to top of page ^
Q When opening the software I get an 'DC120V15_32.DLL' error message. A It appears that the dll in question is getting renamed on installation to a 8.3 filename under certain circumstances. To fix the problem you need to rename the 8.3 file to the full filename. Depending on the platform, the file will be located in:- The 8.3 filename will be DC120V~n.dll where n is the number of copies of the file that have been copied into the folder. Under normal circumstances we would expect this to be 1. Therefore you must rename DC120V~1.DLL to DC120V15_32.DLL. If you have re-installed then you may find that you have 2 files, one called DC120V~1.dll and one called DC120V~2.dll. In this instance you will need to re-name the latest version of the file which will be DC120V~2.dll. To rename the file click once on the name so that it is highlighted. Then click on the name again so that it is only the text that is highlighted. Then change the name. Q During the installation I get the error message 'REGSVR32.EXE' program was missing. A This is due to a missing file in your Windows system. To retrieve the file please carry out the following:
Q I get the Error message: http:send request.exe could not be found in the dynamic link library.wininnet.dll A It is most likely the case that you do not have Internet Explorer installed on your machine. You will need to install it. (Note that it will need to be higher than 4.02) ^ Click here to go back to top of page ^
Creating an order Q How do I start the software? A The easiest way for first time users is to click on the desktop icon or go through 'Start-Programs'. Q Having moved to the Shopping Basket screen, how do I get my pictures into the order? A Either click on the 'Add' button to go to the Choose Product screen.
Or click on the 'Quick Add' button which automatically selects the default product and takes you directly to the Pictures screen.
Q How do I get photos from my digital camera into the software? A Select the Add or Quick Add button from the Shopping Basket screen and go to the Pictures screen. Remove the memory card from your camera and insert the card into the card reader on your PC. The memory card will be automatically detected and a thumbnail view of the most recent folder from the card will be displayed. Alternatively, insert the card at any time. Go to the Pictures screen and locate the card's drive letter in the folder list. Locate the folder on the card that contains your images and click on it to display the pictures. Select the images you want printed and click on the 'Next step: Add selection to order'. This will copy the selected pictures from the card into your order. Use Windows Explorer if you wish to copy your pictures from the card to your PCs hard disk. ^ Click here to go back to top of page ^
Creating an order- troubleshooting Q Sometimes my images display with a red border or with a red border and an exclamation mark. What does this mean? A This relates to the print quality for the chosen image size. A red border means that the print quality may not be satisfactory. The red border and exclamation mark mean that the print quality will be poor. Q Can I change the product/print size for all the pictures in my order at once? A Yes. From the Shopping Basket screen, select the items you wish to change (use the Control or Shift key in conjunction with mouse to make multiple selections). Select the 'Product' button and select the new product from the Choose Product screen. Q Can I add more than one image at a time to my Shopping Basket? A Yes. From the Shopping Basket screen, select 'Add' or 'Quick Add' and, if necessary, select a product from the Choose Product screen and then move to the Pictures screen. Select the pictures you wish to print and select 'Add to order'. One product for every picture that you selected will be added to your shopping basket. Q Is there any way I can extend the layout area to view my images more clearly or to extend the order item list? A You can expand the application window to full screen size by clicking the maximise button in the top right of the window. Alternatively, you can drag the bottom right hand corner of the window to expand it. Q When I click the Price List button, I get an Internet connection error. Why does this happen and how can I prevent it? A The software uses a standard Windows dial-up connection. A few Internet Service Providers do not use Windows dial-up. In this case you will need to make a connection first before using the software. Q I seem to have strange graphics when using the software. Why is this and how can I correct the problem? A This may be due to your colour settings. Try changing the settings to 24 bit or 32 bit under Start-Settings-Control Panel-Display. This should solve the problem. Q The message boxes seem to be partially cut off. Why is this A This problem occurs when the PC font size is a non-standard setting. Check the font size setting on Control Panel-Display and change the setting to 'Small Font'. Q How do I find out which version of the software I'm using? A You will find the version number at the botton of the Welcome screen. The will need to quote the version number in any correspondence. ^ Click here to go back to top of page ^
Editing and picture enhancing Q Should I enhance or sharpen my pictures before sending? Does your software carry out automatic enhancement which may conflict with any editing I have done? A The software does not carry out automatic picture enhancement. The Pictures as displayed in the Edit Layout screen are what is printed. Basic image editing facilities are available in the Enhance screen and there are picture placement facilities available in the Edit Layout screen. Please make sure that the computer monitor is correctly calibrated when making your own adjustments to pictures. Q In the Shopping Basket screen I have noticed that the top and bottom of my original image have been cut off. Why is this? How can I define the area of my image to be printed? A This is because the image fills the print area of the selected product completely to ensure there are no blank areas left around the edges. If the image aspect ratio does not match the print area aspect ratio, some information will be lost. To define the area to be printed, select an item from the Shopping Basket and then select the Edit button. Use the picture placement buttons to move the picture around within the print area. Q Having selected some pictures to go in an order, I have changed my mind. How can I remove them? A If you are unhappy with any chosen picture you have the option in the Shopping Basket to delete the item. Simply select the item in the list and click the Delete button. Q Can I order multiple copies of the same print during one order transaction? A Yes, you can specify how many copies you would like of each print. In the Shopping Basket screen, select one or more items and then click on the arrows on the copies box or type the number of copies in the box. Q Can I send copies of my order to more than one address? A Yes, you can send your order to as many addresses as you wish. From the Delivery Details screen, select the Address Book button and select the addresses to which you want to send your order. If you havn't yet entered your delivery addresses into the Address Book, select the New Address button and enter the address details. You can add as many addresses as you like. ^ Click here to go back to top of page ^
Payment and specifications Q Can I get a discount for different photos at the same size? A Yes, a discount is available for a quantity of photos at the same size. They can be the same photo or different ones. So for example:
Q What is the quality of the finished prints? A The photographs are printed on high quality photographic industry paper. The paper and processing machine used are exactly the same paper and machine used in normal film developing and printing. Q What is the optimum image resolution for each of the print sizes? A The printer resolution is 300 dpi, hence the optimum image sizes are: 6x4 1800x1200 Q Do you offer a Black and White printing service for Black and White Images? A The processing machine for the prints is full colour and is not particularly suitable for Black and White printing. The printer that processes the other products is more suitable for monochrome output. Q What method of payment can I use? A You can easily pay for your order with either Visa or Mastercard credit cards and Switch debit cards. We're sorry, but no cash, cheques, debit cards (except Switch) or money orders are accepted. Q I would like to use the
A Credit card details are encrypted before transmission over the Internet and are sent to a secure server. The company is an authorised credit card merchant and is experienced in handling credit card details at all stages of order processing. Q Do you have terms and conditions for the service? A Yes, please see our terms and the privacy policy. ^ Click here to go back to top of page ^ Preparing and sending my order Q What does the 'Asterisk' next to the address fields represent? A The 'Asterisk' indicates that those address fields are mandatory and must be completed before you can move to the next step. Q It takes a long time to process and send my order. Can I speed this up? A A) The speed with which the pictures are prepared for transmission depends on your computer's specification. The minimum requirement is at least a Pentium 133 Processor with 48Mb memory, particularly for 10x8 pictures. Q My original pictures were large files but I have noticed that the size of the order being sent is smaller. Is some information lost during the upload? What are the file sizes of the processed images? A The order preparation process includes converting the pictures to JPEG. This is a high quality setting so little picture information is lost. The actual size of the JPEG file depends on the picture content so precise file sizes and transmission times will vary. Q What are typical upload times for different sizes of orders? A Upload times depend on a number of factors, as indicated above. The following figures are an indicative guide.
^ Click here to go back to top of page ^ Sending an order - General Troubleshooting Q Each time I try to send an order an error message is returned. Can you advise why this is happening and how I can resolve the problem? A The problem may be a result of one of the following:
Q The software gets as far as 'Generating Full Size Image' then stops. What should I do? A This will occur if you are trying to send a large (10x8) picture using a computer with less than 40Mb RAM. If you are able to, install the software on a higher specification machine, or alternatively only send small pictures. Q I seem to be using up a lot of disk space since using the software to order my prints. Why is this and is there anything I can do to conserve disk space? A Software that manages photographic quality images uses a lot of hard disk space. To conserve disk space we recommend that you delete your orders from the software once you have received your prints. Q When I order 15x10 print sizes the program is very slow processing and sending the order. Why is this? A The optimum image sizes are generated prior to uploading the order. A 15x10 print size is rather large hence why the process is slow especially if you are using a low specification machine with a limited amount of free disk space. On very low specification machines the software will not be able to process the picture. For orders including this print size we recommend you use a high specification machine with ample free disk space on your hard drive. ^ Click here to go back to top of page ^
Sending an Order - Connection problems Q Sometimes the order transmission stops and the software becomes inactive. What should I do? A Due to the high volume of data being sent, an unexpected pause in transmission occasionally happens. Please be patient, the transmission should resume after a few minutes. Q I lost my connection before the order had finished being sent. Has the order been partially received, and will my credit card be debited? A If the connection is broken the order will not have been received. Credit card details are sent at the end of the order once the pictures have been sent. Just resubmit your order. Q I keep getting the error messages "Error, There was an error processing your order. The Internet, or the connection to the server, is unavailable. Please check that you are connected. If your Internet Service Provider is busy or not Operational, please try later." A
Q When I'm sending a large order, my Internet connection times out unless I cancel it. If I'm not in front of my PC when the message appears, it times out automatically and I lose the connection. Why is this? A Modems can be configured to time out after a period of inactivity. Because you are uploading an order (instead of the usual downloading of information), the modem does not detect any activity and assumes that the link is idle. To switch this off, or to extend the time period, go to 'Start - Settings - Control Panel - Modems - Properties' and select the 'Connection' tab. Untick or increase the time for the 'Disconnect a call if idle for more than ...' option. Q My Internet Service Provider is Compuserve and I get the dial up connection box repeatedly displayed when I try to send an order. What do I need to do? A Some Internet Service Providers have specific system configurations that can conflict with the service. For CompuServe, go to CompuServe Properties', click on the 'Define Advanced Settings' button and untick the 'Enable Carrier Detect' option. Q The order is failing near the end of the transmission A If the software fails whilst sending payment details it may be due to the non-default security settings on your PC. Click on Start - Settings - Control Panel - Internet Options - Advanced and select 'Restore Defaults'. It may be due to a 'custom' setting on the security tab of Internet properties (in Control Panel), or a custom use of Certificates (on the Content tab). Most importantly on the 'Advanced' tab, Use of SSL 2.0 and Use of SSL 3.0 needs to be ticked. Do they become ticked when 'Restore defaults' is selected? It could be that your modem timed out. As you are uploading an order (instead of the usual downloading of information), the modem does not detect any activity and assumes that the link is idle. To switch this off or extend the time period, go to 'Start-Settings-Control Panel- Modems-Properties' and select the 'Connection' tab. UN-tick or increase the time for the 'Disconnect a call if idle for more than …' option. ^ Click here to go back to top of page ^
Q What is Copyright? A All images are owned by the photographer (or artist). In old fashioned terms, only the person with the negative has the right to make a copy. Copyright does not have to be a formal matter; any picture taken by anyone is copyrighted. The person who takes (or creates) the picture owns the copyright of that image whether they know it or not. The subject of copyright comes into play when you copy someone else's image without there consent. A couple of examples of this would be: A pop star's picture may be distributed at a concert as promotional material, you do not have permission from the person (or company) who took the picture to make a copy of it. A school photo may be taken of your child and you buy one copy. You do not have the right to reproduce it, the photographer does. We are governed by the law governing this matter, in our terms and conditions we do also state that: Q Can I send images of Scanned photos? A Yes you can, as long as those pictures were taken by yourself or you have permission from the photographer. If you wish to scan professionally produced prints then you must own the negatives or have a letter explaining that you do indeed own the copyright. Q Can I send images downloaded from a website? A Even though a site may allow you to download images as screen savers etc. it doesn't mean they necessarily own the copyright to those images. If you do not have permission from the actual photographer or artist it is an offence to reproduce these images. ^ Click here to go back to top of page ^
Q When I add images to my order they seem to be cropped. Why is this? A. This is due to 'aspect ratio'. Aspect ratio is width divided by height therefore the aspect ratio of a 4x6 size print is 6 divided by 4 or 1.5. Not all print sizes have the same aspect ratio, for instance an 8x10 print has an aspect ratio of 1.25. Put simply a 4x6 print is more rectangular than an 8x10 print.
When you add an image to your order the software automatically fills the print template with your image. As your digital image is generally a fixed aspect ratio you may have parts of the image cropped when printing at certain sizes. For example - in very simplistic terms if you have a 5x6 inch image and you place it in the 4x6 inch template, then there will be ½ an inch missing from the top and bottom of the photo.
To check if any of your image has been cropped simply select it in the shopping basket and click on the 'Edit' button. The visible area of the image you see in the Edit screen is what will be sent for printing. You can however use the 'Edit' tools to move the image within the template so that you get the look you want. Q I have received my products from you but they appear to be cropped. Why is this? A This problem is due to the fact that when an image is added to the order the software automatically fills the template for the product completely to ensure you get a full size print. Your image may be cropped if the image aspect ratio does not match the print aspect ratio. ^ Click here to go back to top of page ^
Q I have received my products but they seem very dark compared to what I have on my screen. A The issue of digital colour is such a big subject and there are so many factors involved that there is no one cause as to why your prints are dark. As such you can't really compare the images you see with the images on your monitor. One example is the fact that every single display and printing device interprets colour differently unless you have a colour management system involved. If the images are ok when you print them out at home this doesn't mean than they will look the same when printed on another printer. The image brightness and contrast is not tampered with in anyway. Unlike wet film processing exposure is not a factor as the images are digital. The processing machine is calibrated almost daily, unfortunately however the problem with calibration is that different people have different perceptions as to the perfect brightness and contrast. It may be the case that your monitor may not be calibrated correctly. The quality of the image displayed on the screen depends on many factors:
A To calibrate the monitor: ^ Click here to go back to top of page ^ Acknowledgement of order and delivery Q How will I know if my order has been received. Will I receive an order acknowledgement? A Yes. An acknowledgement including a summary of your order will be sent to the e-mail address you enter in the Confirmation screen. Q My order was sent successfully and I got an order number but I haven't received an acknowledgement message. Why is that? A If the e-mail address entered on the Confirmation screen is incorrect you will not get an acknowledgement. Check the e-mail address entered on the Confirmation screen is correct before proceeding to the Upload screen. Q How long does it take for orders to be delivered? A Prints will typically be delivered within 5 working days from the date the order was placed, other products will be delivered within 10 working days and Booklets within 28 days. ^ Click here to go back to top of page ^
Q I have not received my order. A Prints will typically be delivered within 5 working days from the date the order was placed; other products will be delivered within 10 working days and Booklets within 28 days. If this time period has passed then please contact customer support below. ^ Click here to go back to top of page ^ Contacting customer support Q The FAQs have not answered my enquiry. How do I contact customer support? A You can contact us via email: digital-uk@cewecolor.co.uk -- We endeavour to respond to all enquiries within 3 working days. By Telephone: 44 (0) 1926 463103 (mon-Fri, 09:00 to 17:30 GMT) Please describe the problem in as much detail as possible, and remember to include your name and details of how to contact you. |
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