Darkroom or Photoreflect Orders Showing Error Status in Customer's Software
Darkroom and Photoreflect Studio orders can error INSTEAD OF sending to the lab for many reasons. Always check to see if the error status order came through to us or not before trying to resend.
Here's a list of possible reasons an order might error sending to the lab:
1 - Check the error message
Select the order and then scroll to the end of the order summary at the bottom.
Error messages can give you an idea of what's wrong.
2 - Using an old version of Darkroom and submitting images a second time
If using an old version of Darkroom (e.g. 8.9), there is a known error where previously submitted images cannot be resubmitted in a new order (i.e. reorders cannot be completed)
Need to rename image files to unique name
e.g. If original image sent was IMG_1234.jpg rename image to IMG_1234-1.jpg
Re-associate image with product in Order Proofing
Right-click on order and send to print
3 - McAfee Antivirus is installed on the computer or another firewall is enabled
McAfee Antivirus in particular can block orders from accessing the FTP (necessary to send). Try disabling McAfee and sending again. If this fails, you may need to uninstall McAfee and try to send. If any other firewalls are enabled, including Windows Firewall, try disabling and sending.
4 - The upload speed is too slow
The upload attempt could be timing out if internet upload speed is too slow.
Check the upload speed using this link https://www.speakeasy.net/speedtest/.
Internet upload speeds can range anywhere from 0.5 megabits/second with a Satellite to 880 megabits/second. If the upload speed isn't at least 2 mb/s the order transmission will most like time out.
Exactly how slow the upload speed can be without timing out does depend on how big the file/files are. If this is a chronic problem, contact the internet service provider about upgrading the upload speed.
5 - A PUBLIC WIFI or GUEST NETWORK IS USED
Sometimes this will produce an error asking to "rename the order" when attempting to send an order. Since many public or free wifi connections are set up to block ftp transfers, this prevents orders from being submitted through those networks. Seek out a private network connection for sending the order.
If none of these solutions work, please contact Customer Service.