FREQUENTLY ASKED QUESTIONS


1. How should I install the software?

Click on the Download tab on the website, then on the Software page choose the PC or Mac version to download. You are prompted to Run or Save the installation programme. Click the run button if you wish to download and install the programme in one step, or click the save button if you prefer to save the setup file to your hard disc for installation at a later time.

Once the downloading process is completed successfully you may be prompted if you want to install the software. Click “Yes” to start the installation, or locate the installation file, and double click it if you have saved it to your hard drive first.

Mac users should double click file called Smiley_Hippo_Photobooks_Mac.dmg. Then just follow the instructions provided by the install program to complete the installation. The installation software will prompt you to specify a file path for your installation folder. Do not modify this unless you feel it is necessary and are sure you will remember where you placed the install files!

How can I remove the software?

Our software can be removed from your computer as follows: Windows 2000/XP/:
- Go to "Start" > "Control Panel"
- Select "Add or Remove Programs"
- Select the software you wish to remove and select "Uninstall" Windows Vista/ Vista/Win 7:

How to install the downloaded software on a Mac

1. Double click the Smiley_Hippo_Photobooks_Mac.dmg file

2. You will then be presented with a new window. Drag the Smiley Hippo Photobooks icon from the left onto the Applications icon on the right

3. Go to your application folder and launch the program

Troubleshooting

When opening, if the application is taking a much longer time than normal, check to see if the application has frozen. You can do this by right clicking (or option click for one button users) the application while in your dock, and seeing if the “force quit” option is available. If it is, choose this option. If you don't get a force quit option, make sure the application is running. You'll be able to tell this by seeing if there is a glowing blue orb under the docked application. If there isn't, repeat step 2. After you force quit, you'll need to restart your computer After the restart, launch Smiley Hippo from your application folder. It should now open. If not please call support for more assistance.

Cannot Create Application Support Directory:

The issue here is that the file path the software is looking for on your computer is not there. The best way we have found to overcome this is to create a new user account on your computer and download the software under that account. This should then work perfectly for you. What is the Maximum or Minimum number of photos per page?

There are no limits on the amount of photos you can have per page.

Can I add additional pages?

Yes, to add more pages to a project, either right click and then click add page, or in the tab called pages at the top of the screen, you can also add page.

Can I add change the running order to my Photobook?

Yes, in the tab called pages at the top of the screen, you can also change the order to your Photobook.

What file formats does the software support?

The following file formats are compatible with the Smiley Hippo software: jpeg, jpg, png and tiff. Other file formats can be converted (prior to use) into one of the above formats, using image editing software such as Photoshop or other image editing software. The pictures can be RGB, sRGB, CMYK, greyscale or black and white.

Is my digital camera compatible with the software?

We recommend using the highest image quality setting when taking pictures with your digital camera, particularly if you intend using any of the A3 size items from our range of products. For the A3 items you should use 6 megapixel setting or above to avoid resolution warning messages.

What requirements should my computer have to run the software?

Minimum Requirements Include:

Windows XP, Vista, Windows 7, 32 bit or 64 bit OS. The software is compatible with older hardware, but runs more efficiently with at least 2GB of ram and multi-core processors. Mac users need an Intel chip based machine running OS10.5 or later with 2GB of RAM and sufficient disc space. Tablet devices and mobile applications running Android and IOS currently not supported.

Will the frame be printed if I don't place any text or photograph in it?

Image placeholders and text fields are not printed on the background if the frame does not contain a photograph or text. Additionally, the lines around the image placeholders and text fields will not be printed. – only if a border has been applied.

What is the running order of my Photobook?

All our Photobooks start with Page 1, this is a right hand page. Page 2 and 3 face each other followed by 4 and 5, 6 and 7 etc.

Covers are shown complete, the front cover is on the right hand side, back cover on the left.

Can I create my own page templates?

You can create your own template but these will only work within the project you are currently working on.

Can I create my own Scrapbook or background items?

You can create your own Scrapbook and background items, these can be saved and used in any future projects. These items will need to be saves as Jpegs.

What can I do about image resolution warning messages?

‘When I go to order my project, I see resolution warning messages in the flight check. This message warns of images that are below the ideal recommended print resolution. The threshold for this warning message is 150 dpi. It is possible to continue on and ignore the warning; however the affected images may begin to lack sharpness, or produce a pixilated result when printed. You may want to use a picture from a camera phone, or a scan of an old picture where the resolution may not be very high. By all means include them in your project, however we are not in a position to guarantee the results.

Missing Images Warning:

This will occur if the original image location has been changed since the image was uploaded into the software or if the original image was on a removable storage disc that is no longer connected to the computer. If there are missing photos it will identify them when you open up the project. Click the button “Find Images”, highlight one of the missing images and select “Update”. You can then go to where the original photo is, highlight it and select it. It will now be re-linked. If other images are in the same folder it will often recognise this fact and ask if you wish to re-link all the other images. Continue to do this until all the images are linked.

Can I Preview my Photobook before ordering?

We recommend you complete a Preview of your Photobook before ordering. The preview is a very close representation of your printed Photobook. (Screen quality dependant)

How to Order:

Once you have completed your photobook you will need to save it and the click on the green shopping cart icon towards the top right hand corner of the screen. This will take you through a flight check and then you will be asked to read and tick the disclaimer box. If this is the first time you have placed an order with us you will be asked to create an account. Once this is done you will be taken to the payment screen where payment details are taken and any voucher code can be inserted and redeemed. You will then need to upload your photobook project to us by following the prompts on screen. Depending upon your internet connection speed this will take between 5 - 15 minutes. If the upload time is in excess of 1 hour, we recommend you re-start the upload after a machine re-start, or you try and alternative method of sending us the files (see File transfer spec sheet)

Internet Connection Issues

If no connection to the internet is made, i.e. you have not been connected to an internet page to create your account and continue with your order, please try the following: You need to set up a default Web Browser On PC Set to Internet Explorer - Tools - Internet Options - Programmes - Default Browser If you still cannot connect, you will need to look at your Pop up Blocker or any firewall setting you have which are not allowing you to connect to a web page from software. If you are trying to upload from a work place with built in firewalls or security the Smiley Hippo software will require access to PORT80 AND PORT21. Please note, Smiley Hippo do not support Proxy servers

Can I burn my project to CD and sent it to you in the post, or by a different transfer method?

Yes, the software asks if you want to Upload or Save. If you choose the save option it creates a Folder file called; order_ smileyhippo……….. We recommend you save this file to a location you will later remember. Burn this file to CD or DVD using your preferred CD burning software, and post to the following address: Smiley Hippo Photobooks Unit 8, Longs Business Centre 232 Fakenham Road Taverham Norwich Norfolk NR8 6QW If you want to send the files via a different online method, please download our Transfer Files Spec sheet for more details. I have just placed my order.

When will I receive my product?

Your product will be dispatched in approximately 6 to 9 working days, from receipt of uploaded files. We also have 2 express options to obtain faster turnarounds.

I placed an order but I didn't receive a confirmation by e-mail. Why?

It may be possible that you entered an incorrect e-mail address. If you entered an incorrect or different e-mail address then the order confirmation e-mail will be sent to the wrong address. As this process is fully automated we cannot resend the e-mail. However, your order will be processed and shipped.

Do you offer a discount when I order 10 or more products?

If you wish to order 10 or more identical photobooks, please contact us by email: support@2mphotooks.com

Using Vouchers

If you are using a pre purchased voucher to order your product. Please ensure correct book type is chosen to match the voucher you have and all details are entered carefully. Click set to achieve the discount. Orders using vouchers are restricted to 1 copy. If more copies are required see below.

I would like to get another copy of my product. What should I do?

In order to print another copy of your product we need you to place a new order. Please do so by reopening your product in the software using the Open Existing Projects Button. Highlight the order in the list you want more of, click once. Then same screen bottom left click the Duplicate Project button. You will have to slightly re-name the new project. A duplicate copy will be created, you can then amend and order or just order another copy. This allows us process the new file and prevents any confusion with the previous order. You will also have to use this method is you wish to send additional items to different shipment addresses.

I just received my order, but something seems not correct. What should I do?

When your product doesn't have the quality that you might expect, check your project file: were some of these errors in the original file you sent to us? You can check the file sent for printing by checking the album. In this case, there is not much we can do. The software is simply a design tool: it cannot make a quality book without your input and effort. However, if you believe that there were errors in the finished product that do not exist in your project file, please contact us by email. We will try to investigate what went wrong, determine if the error occurred during production, and try to find a satisfactory solution.

Please be aware, if errors have been made in our production to your order we will always reprint and re supply.

Can I make changes to my album after having placed my order?

Unfortunately, it is not possible to make changes after you have uploaded your album file, proceeded on through the payment stage. For this reason, it is imperative that you must check and double-check your album before making your order.

Forgotten User name/Password?

If you have forgotten your Password but know your user name, please use the forgotten password feature in the software. If you have forgotten your user name or user name and password, please contact customer services on 01603 262038 or email support@2mphotobooks.com

I need help, who do I contact?

You can contact us on 01603 262038 Monday to Friday 9am to 5pm, or email support@2mphotobooks.com

Can I cancel my order?

Once you've uploaded your order and completed the payment procedure, you're order is automatically taken into production. It may not be possible to cancel your order at this point. Please contact us via email to see if you order has been processed. Not satisfied? Return your product to us and we will investigate the problem. If you experience difficulties with payment or ordering, please contact us via email: support@2mphotobooks.com