Here you can find the most common technical errors and possible solutions that you can try before asking Exception for help.

• Windows
  

  Error message "This product has not been made with bonusprint", what can I do?

  X  

  "This product has not been made with bonusprint"

  This error message sometimes occurs under the name "Contains no data". Which normally appears when opening a project created in an older version of our software.

  To resolve this as quickly as possible, please send us the information below via the contact form. Our technical team will review the files and contact you with further instructions.
  
  

  We kindly ask you to fill in our contact form with the following information:

  1. Which version of the bonusprint software do you have? (Go to "File" and click on "About").
  2. Attach all .ALB files (Where can I find the .ALB files in the offline creator tool (Windows)?)
  3. Attach all log files as well (Where can I find the log files in the offline creator tool (Windows)?)

  Error message "Could not make order file: Not enough storage is available", what can I do?

  X  

  "Could not make order file: Not enough storage is available"

  You will need to check if there is enough storage space available on the C-drive. This is where the order file will be created no matter the storage location of the album. We recommend at least 2 GB or 20% of the overall storage space to be free.

  Error message “Error in apc.exe” in the offline creator tool, what can I do?

  X  

  “Error in apc.exe”

  This error message may be due to a problem that occurred during the installation of our program. We therefore advise you to remove and reinstall our program.

  You can safely carry out the reinstallation without losing your saved projects.

  1. Go to the "Control Panel" on your computer
  2. Search for "Add / Remove Programs"
  3. Select "Bonusprint Photo Books" and delete this program
  4. Download the program again on our website.

   

  Did our technical team ask you to do a firm reinstall? Read more

  
  1. Using your right mouse button, click on the bonusprint icon on your desktop and select "Open file location". A new window will open, showing all the files associated with the software. Please keep this window open.
  - You can also manually access the location by going to:
  C:\Users[your username]\appdata\local*
  - If you don't see any folders at this location, you may have "*Show hidden files" disabled on your computer.
  In order to turn this off, go to "Control Panel" > "File Explorer Options" > "View" > "Show hidden files, folders and drives".
  2. Click on the Windows Start button in the left lower corner of your screen.
  3. Go to "Control Panel" > "Programs" > "Uninstall a Program". This is where you can go to delete all of the settings and system files that also include the files that caused the problem for your program. Execute this for the bonusprint creator tool.
  4. Go back to the window you opened in step "1".
  5. Click CTRL + A to select all files.
  6. Right-click to find the option to delete these files.

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  Error message "error displaying object ..." in the offline creator tool, what can I do?

  X  

  "error displaying object ..."

  This error occurs generally when the source file of one or multiple images cannot be found in the photo book folder on your computer. This error message will appear for any missing images. In this case, we advise you to click on "OK" or press enter on your keyboard until the error message(s) disappear. The images will need to be added back into the photo book. 

  If you open your photo book and all the images are missing, this means that the creator tool can no longer locate the image files that were used. When you place your images in your photo book, the software saves a copy of the image in your photo book folder under: "Documents" ▸ "Bonusprint" ▸ <Title of your book>.

  Please check this folder to see if the image files are saved there. They should be saved under the names “_1”, “_2”, “_3”, “_4” etc.

  If the image files are no longer in this folder, the error message pops up when opening your photo book.

  How can I search for the files on my computer?
  It may happen that the image files are stored in a different location. This means that the creator tool can no longer find the images. You can check if the images are still on your computer in the following way:

  
  1. Click  from your Windows toolbar. 
  2. Enter "_1" and search.
  3. When you have created several photo books, multiple images with the name "_1" will be displayed. In that case, check which image is the right one. Right-click on the found image and choose "Open file location". The location of the image files will now be visible.
  4. Copy all the images that are in this folder and paste them in "Documents" ▸ "Bonusprint" ▸ <Title of your book>. After this you should be able to open your photo book with all the images in it, without getting the same error message.

  If you can no longer find your image files via the search function on your computer, the only possible solution is to manually place the original images in your photo book again.

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• Mac
  
  Close

  Error message "Unable to save due to a corrupted image", what can I do?

  X  

  "Unable to save due to a corrupted image"

  You will need delete that image, and then re-add the image. This should fix the issue. Unsure which images are corrupted? Send us the log files and we can find the image for you.

  Error message "Unable to order, unstable connection", what can I do?

  X  

  "Unable to order, unstable connection"

  This error message indicates either that there is insufficient rights on the Mac or that there is a issue with the bandwidth.

  1. Bandwidth: Please try to upload a new empty book, if this works its a issue with your bandwidth. Please try to connect via ethernet cable, or use another internet connection if possible.

  2. If it a work computer, this often causes issues. Please check in with your IT department.

   

  Error: Not seeing added photo's on the left side when adding, what can I do?

  X  

  "Not seeing images added"

  The reason for this is often that images are less than 10KB. This is most often related to iCloud and the iCloud setting. If you change the settings in your iCloud to "download original to Mac", that should solve the issue. Note that the download might take some time.