Issues that occur during the start-up of our creator tool can be due to problems with uploads or incorrect downloads.

Please follow each step below to resolve:

1. Please make sure that you have a stable internet connection. If possible, try connecting your device to your router instead of using wifi.

2. If this does not resolve your issue, please reinstall 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.

Please note: any saved photo books you have on your computer will remain saved even if you reinstall the creator tool.

Still not working?
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. If you are operating on a personal or work computer.
3. What version of our creator tool are you working on?
4. Attach all log files of our editor (Where can I find the log files in the offline creator tool (Windows)?) 
5. Please indicate in brief what problem you are experiencing and which error message you receive.

Issues that occur during the start-up 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 reset 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 not working?
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?).
    - "Diagnostics package"
4. Please indicate in brief what problem you are experiencing and which error message you receive.

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 not working?
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 project? Click here if you do not 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.

If you have no saved projects in the app, please 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? The amount of space will differ for each device. We kindly ask you to delete some data from other applications on your device and free up some available space.
2. Is the bonusprint app up to date? See what is the latest version of the bonusprint creator tool?
3. Is your phone up to date? If not, please update to the latest OS version.

Still not working?
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. Please send the log files. See where can I find the log files in the app (smartphone and tablet)?
3. Please add a short description of the issue, including what was being worked on prior to experiencing the issue.
4. Attach a screenshot of the creator tool showing that it does not open.