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App and Computer Problems

Start here when the problem is the app or the computer rather than the camera, printer or uploads. Problems are ordered by how often operators report them. The operator menu lists most of these under Before you start when it opens.

The app will not download or install​

On screen: A browser or Windows warning, such as Windows SmartScreen's "Windows protected your PC".

Also described as: "download diblokir, katanya unsafe download", "tidak bisa download aplikasi di Windows", "can't install the app".

Check first: You downloaded the installer from pixture.io/download, and the computer is a Mac on macOS 13 or later or a 64-bit Windows 10 or 11 PC.

Fix:

  1. Windows SmartScreen: click More info, then Run anyway. The Windows installer is not code-signed yet, so SmartScreen warns the first time.
  2. macOS: open Pixture Photobooth from Applications and click Open when macOS asks to confirm.
  3. General tip: if the browser flags the download, choose to keep the file. Only do this for the installer from pixture.io.

Still stuck: Send support the operating system version and a screenshot of the warning. See Installation.

The app sits in a window, not full screen​

On screen: The app shows in a normal window with a title bar.

Also described as: "aplikasi tidak full layar", "cara agar aplikasi booth full screen".

Check first: Is the computer paired? The login and pairing screen is a normal window by design.

Fix:

  1. Pair the computer. The booth goes full screen once it is in use.
  2. A paired booth still in a window: operator menu, Exit, Exit App, then open Pixture Photobooth again.
  3. A design that looks cut off or banded is a UI project setting. See Templates and Screens Problems.

Still stuck: Send support the app version and a photo of the screen.

The operator menu shows a Clock warning​

On screen: Clock: "This computer's clock is 5 min behind. Fix the date and time in the system settings. Photos and payments are timed by it." The amount and "behind" or "ahead" follow your clock.

Also described as: "jam komputer salah", "clock warning".

Check first: The computer's date, time and time zone.

Fix:

  1. Set the date and time to automatic in the operating system's settings.
  2. Reopen the operator menu. The warning clears when the clock is within 2 minutes.

Still stuck: Send support the app version.

Storage running low or almost full​

On screen: Storage running low (under 3 GB free) or Storage almost full (under 1 GB), with "Photos and printing can fail when the disk is full." and Free Up Space.

Also described as: "storage penuh", "disk full".

Check first: The menu footer Uploads line. Photos that have not uploaded are never cleaned away.

Fix:

  1. Tap Free Up Space, then Clean storage in the Admin Panel. It removes local copies of photos that have already uploaded.
  2. Below 1 GB the booth also cleans up by itself.
  3. If the Admin Panel says it has nothing left to clean, delete other files on the computer.

Still stuck: Send support the free space shown and the Uploads line.

The app freezes or closes by itself​

On screen: The app stops responding, or disappears.

Also described as: "aplikasi hang", "aplikasi tertutup sendiri", "app crashed".

Check first: Free disk space, other programs running, and the app version.

Fix:

  1. Restart the app: operator menu, Exit, Exit App, then open it again. If the menu does not open, restart the computer.
  2. Close other programs, and check free disk space.
  3. Update to the current version with Check for Updates in the menu footer.
  4. Check the computer meets the System Requirements: 8 GB of RAM at least.

Still stuck: Send support the time it happened, the app version and the logs. See Where the Logs Are.

The app did not come back after a power cut​

On screen: The computer restarted to its desktop, without the booth.

Also described as: "setelah mati listrik aplikasi tidak jalan", "app doesn't start automatically".

Check first: Admin Panel > Start on boot.

Fix:

  1. Turn on Start on boot in the Admin Panel. The app then opens whenever the computer starts.
  2. Open Pixture Photobooth now by hand.

Still stuck: Send support the app version and the operating system.

The app opens by itself every time the computer starts​

On screen: Pixture Photobooth opens on its own after every restart, also on a computer you use for other work.

Also described as: "setiap restart komputer langsung otomatis terbuka photoboothnya", "sudah dinonaktifkan di startup tapi tetap terbuka", "how do I stop the app from starting automatically".

Check first: Admin Panel > Start on boot. It is on by default.

Fix:

  1. Open the operator menu (two taps top-right, then the PIN if one is set) and tap Admin Panel.
  2. Turn Start on boot off.
  3. Restart the computer to check. The app no longer opens by itself.

Turning it off only in the Windows Startup list (Task Manager > Startup apps) or in macOS Login Items does not last: the app re-applies the Start on boot setting every time it opens, and adds itself back.

Still stuck: Send support the app version and the operating system.

The computer sleeps during an event​

On screen: The screen goes dark, or the camera disconnects after the booth has been idle.

Also described as: "laptop sleep sendiri", "layar mati sendiri".

Check first: The computer's power and sleep settings.

Fix:

  1. Plug the computer into power and switch off sleep for the day.
  2. General tip: set the display to never turn off, and on Windows turn off USB selective suspend in the power plan so the camera is not cut when idle.

Still stuck: See Booth Operations Checklist.