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Upload and Sharing Problems

Start here when photos do not reach the Gallery or the customer's QR link. Every photo is saved on the booth computer first and uploads from a queue, so a photo that has not uploaded yet is almost always still on that computer. Problems are ordered by how often operators report them.

caution

Never reset, reinstall, unlink or switch off a booth computer while the operator menu footer reads Uploads: N waiting. Those photos exist only on that computer until they upload.

Photos never upload although the booth is online​

On screen: The operator menu footer reads "Internet: Online" but "Uploads: N waiting" for a long time. The customer link stays on Uploading Photo. The logs show getaddrinfo ENOTFOUND.

Also described as: "foto yang sedang diupload retrying terus", "upload stuck", "QR loading lama sekali", "photos not in the gallery".

Check first: The menu footer: Internet and Uploads. On the dashboard, the booth shows Online on Booths.

Fix:

  1. Connect the booth computer to a phone hotspot or another internet connection.
  2. Open Admin Panel > Uploads and tap Upload now.
  3. If the waiting photos upload within a minute or two, the venue network was blocking Pixture's photo storage. The QR links customers already have start working; nobody needs to retake a photo.
  4. For later events at that venue, run the booth on a hotspot or 4G router, or ask the venue's IT team to allow *.r2.cloudflarestorage.com. On a home or small shop router, setting the computer's DNS to 1.1.1.1 and 8.8.8.8 can also fix it.

Still stuck: If the photos do not upload on a hotspot either, send support the booth name, the time of the session and the logs. See Where the Logs Are.

The customer's QR page keeps loading​

On screen: On the booth's Sharing screen, "No connection — your photos will appear at this link once the booth reconnects." The menu footer reads "Internet: Offline".

Also described as: "scan QR loading terus", "link foto tidak terbuka", "QR doesn't show my photos".

Check first: Is the booth computer on, with Pixture Photobooth open and online? A computer that is switched off, asleep or closed cannot upload.

Fix:

  1. Get the booth online: switch the computer on, open the app, fix the internet.
  2. Wait. The queue retries network failures for as long as it takes and drains on its own; the customer's link fills in as soon as the photos arrive.
  3. To push it straight away, tap Admin Panel > Uploads > Upload now.
  4. For a venue without internet, see Offline Mode.

Still stuck: Send support the booth name and the time of the session.

Photos are missing after the computer was reset​

On screen: Sessions taken on that computer are not in the Gallery, and the computer has since been reset, reinstalled, logged out or unlinked.

Also described as: "ada foto yang hilang", "foto tidak ada setelah reset laptop", "photos lost after reinstall".

Check first: Do not reinstall or clean anything else on that computer.

Fix:

  1. Contact support now. Photos that had not uploaded were only on that computer.
  2. If the disk was not wiped, the finished photos may still be in the upload queue folder: %APPDATA%\pix-desktopapp\offline-queue\composites on Windows, ~/Library/Application Support/pix-desktopapp/offline-queue/composites on macOS. Copy that folder somewhere safe before doing anything else.

Still stuck: Send support the booth name, the dates of the missing sessions and whether the folder above still has files.

Upload items show Failed​

On screen: Admin Panel > Uploads lists items as Failed.

Also described as: "upload gagal", "failed uploads".

Check first: Network failures never turn into Failed; they retry forever. Failed means Pixture answered and rejected the upload repeatedly.

Fix:

  1. On a stable connection, tap Retry failed.
  2. Do not tap Clear failed unless support asks you to: it discards those items.

Still stuck: If they fail again, send support the booth name, the time of the sessions and the logs.

The dashboard shows the booth Offline while it is running​

On screen: Booths or the Health page shows the booth as Offline.

Also described as: "booth offline padahal nyala", "status offline".

Check first: The booth's menu footer Internet line.

Fix:

  1. The booth checks in every 5 minutes, and the dashboard shows Offline after 12 minutes without one. Check the booth's internet.
  2. A booth just reconnected takes a few minutes to show Online again.

Still stuck: Send support the booth name and the app version.

On screen: Nothing. The QR code only shows on the Sharing screen at the end of the session.

Also described as: "minta foto lagi", "guest lost the QR", "how to get the photo again".

Check first: The session's time and booth.

Fix:

  1. Open Gallery, filter by the booth and the day, and find the session.
  2. Download the photo and send it to the customer. See Gallery.

To prevent it, Pix Pro booths on 1.2.31 or newer can show an Email button so guests send the photos to themselves. See Email My Photos, which also lists what to check when the button is missing.

Still stuck: Session not in the Gallery? See Photos are missing although uploads are up to date.

Photos are missing although uploads are up to date​

On screen: The menu footer reads "Uploads: up to date", but a session is not in the Gallery.

Also described as: "foto tidak ada di gallery", "session missing".

Check first: The Gallery filtered by booth and day. Photos are deleted automatically 60 days after the session.

Fix:

  1. Contact support now with the booth name and the time of the session.

Still stuck: Support looks it up from the booth's logs.

A photo was deleted by mistake​

On screen: The photo is gone from the Gallery.

Also described as: "foto kehapus", "deleted photo, is there a trash bin".

Check first: When it was deleted. There is no restore button in the dashboard.

Fix:

  1. Contact support within 30 days of deleting it, with the booth and roughly when the photo was taken. After 30 days it cannot be recovered.

Still stuck: See Gallery.