Q: What are the minimum system requirements for onPrint?

A: On a Windows-based platform, the minimum requirements are a Pentium 3 processor at 500 MHz, 256MB of RAM, and Windows 98 or higher OS (XP is strongly recommended!). For the Macintosh, minimum requirements are a G3 400 MHz, 256 MB RAM and OS 10.1 or higher.
Also, the Web Ordering System requires a high-speed internet connection (T-1, DSL/Cable) to transmit files via the web. Alternatively, the program will allow you to send files via CD.

Q: Why won't my images load in onPrint?

A: All images that are loaded into the web ordering software must be .jpg file type. The system will not load .tif, .psd (layered) or RAW format files.

Q: My onPrint client crashed! Can I recover my order?

A: It’s very likely that your order information still exists, even though the client crashed. Follow these steps to recover your data:

1. Force-quit the onPrint application by hitting Ctrl-Alt-Delete...then highlight onPrint and select "End Task". A window will probably pop up saying "Send error report to Microsoft?" -- click yes or no; it's your choice.

2. Open your C: Drive folder, then Documents and Settings, then Your Username, then .ACIROES.

3. In the .ACIROES folder, find the Autosave.xml.enc file. Make a copy of it by right-clicking, then selecting "Copy" and "Paste" .

4. Drag Copy of Autosave.xml.enc to your desktop.

5. Open onPrint again. 

6. After clicking through any opening pop-ups, a window may appear reading, "Load AutoSave file?". Click yes. Check to see that the info in your Order Review menu is what you're looking for. if not, go to step 7.

7. If no Autosave dialog box appears, or if the info in your order review screen isn't what you were just working on, then click "Open and Save" (bottom left corner of onPrint) and "Open an Incomplete Order".

8. In the Open menu, navigate to your Copy of Autosave.xml.enc file your desktop, and open it. This should be the data you just lost.

Q: Why might the colors on my processed photos look different than the images on my computer screen?

A. Slight color differences will appear if you use a color format other than sRGB. Digital photo must be in RGB format and shot in sRGB color space if they’re camera files. If you've altered the .jpg in a photo editor (such as PhotoShop), be sure to save the file in or if you are working in Photoshop have sRGB color space imbedded.

Q: Why does my order take forever to upload?

A. You may have more resolution in your files than you need. Files need only be submitted at 250 dpi - rather than 400 dpi - like was needed in the previous version of WEB Ordering.
If you’re sending a large proof order we suggest sizing your images down to the size proof needed. This will greatly reduce the size of the upload you’re sending to the lab.
Unless you have prints larger than 16x20 ordered, there is no need to have file sizes larger than 8x10 at 250 dpi. Once the file arrives at the lab it’s sized up. This will greatly help the amount of time your job takes to upload
You need to make sure you have enough space on your hard drive to accommodate at least twice the size of the job you are trying to upload. A good rule of thumb is that you should always have at least 2 GB of disk space free. NOTE: If your hard drive gets too full it may not be able to create the order correctly, in which case it will error out when it gets to American Color.

Q: Why does my Web Ordering System run slowly?

A: Your computer may not meet the minimum system requirements (see above).
You may have too many applications open. Try closing out of any other open applications to free up RAM. Older operating systems such as Windows 98 need more RAM than newer operating systems for the program to run fast.

Q: Why won't my image files load at the lab?

A: This problem primarily occurs for users of PhotoShop 7.0, which renders .jpg's improperly. The 7.0.1 patch corrects this problem, and can be downloaded for free from the Adobe website.

Q: Why do I receive an error message when I send black and white photos?

A: All black & white images must be in RGB format.

Q: Why didn’t I get an e-mail back with my order number?

A: There are several things that need to be checked. 

  • Click on the customer information button in your web ordering window. Make sure your e-mail address is correct and your account number is entered correctly. NOTE: If your account number is 4 digits, you must add a zero in front to make it 5 digits.
  • Some e-mail accounts have a limited amount of space available. If you have no space left - you can’t receive e-mails. Make sure to delete old e-mail on a regular basis.
    The ‘name’ field must be the actual name of the studio.
  • Your e-mail account may have expired and or was changed to a different address, and wasn’t updated in the customer information in your web ordering window. We strongly recommend having a permanent e-mail account.

Q: My web ordering screen doesn’t display correctly.

A: If you are running a MAC, after the application is opened the first time, you need to close the application and then open it again. If buttons are overlapping each other, then the resolution on your monitor is set too low. Monitor resolution needs to be at a minimum of 1024x768.

Occasionally it’s possible to end up with two versions of JAVA running at the same time. Make sure you only have one version each of Java Web Start and Java Runtime. To do this go to your start - control panels - add /remove programs - scroll down to java to see if you have two versions. If you do have two, click the change remove button.

There can also be some problems if there are two ordering windows running at the same time. This happens sometimes if you’re not sure the application is opening and click the icon a second time. To avoid this problem, make sure and wait at least 15-20 seconds for the window to open - before clicking again.

Q: Why can't I download onPrint? 

A: The security settings may be set too high in your browser.

  • MAC: Go to edit - preferences - security, adjust to low for the download, then set security settings back up.
  • PC: Tools - Internet options - security tab - scroll to java permissions - click low safety. Set safety back up after download.   Also, some browsers have difficulties with downloading this application MSN without the latest updates and some versions of Netscape - before 4.7 and 6.0. We strongly recommend however that you use the latest version of Internet Explorer.
Q: How do I keep my onPrint Client up-to-date? 

A: When you open onPrint while connected to the internet, onPrint automatically installs the latest catalogs and program upgrades. If two weeks have elapsed since your last web session with onPrint, the program will require you to connect to the internet with onPrint to obtain updates.