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Error Messages |
When an issue occurs, DigitalWorks Pro-Direct often produces an Error message. This message provides valuable details which may help to identify and resolve the cause of the issue.
Discussed below are some common errors, their cause and possible remedies: |
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Communications Error
An error is displayed after clicking start on the initial screen.The issue you are experiencing is likely to be caused by a firewall blocking DigitalWorks Pro-Online's Internet communications.
Product specific instructions for configuring your firewall software should be available in the user manual, or from the support website for your product.
Alternatively, if you are ordering from your workplace or an educational facility, please try our web-based version. It is a little slower, however it does avoid many issues common to these environments.
LEAD upload error code: -13 Combine: Invalid parameter passed
& LEAD error: invalid bitmap error
Error occurs during upload step.
This issue can occur when there are Greyscale (Black & White) images in the order and the "Fit-in" option has been chosen. We are working on a fix for the issue, but we regret at this time you will need to start your order over.
Reason: The fit option combines the original image with a white background to avoid all cropping. The error occurs when the colour modes of the original and the background do not match.
The white background uses 24bit RGB Colour mode which is standard for colour digital images ( 3 x 8bits channels. Red+Green+Blue) whereas Greyscale is a single channel 8 bit image and is therefore incompatible.
Solutions:
- Set Greyscale (Black & White) images to the "Fill" option to avoid this issue.
- Convert the Greyscale (Black & White) images to RGB colour mode using an image editing program such as Adobe Photoshop, Lightroom etc.
Please also see Quick Overview for more information on file preparation.
Time Out Error
Part way through placing an order this error occurs preventing order completion.Occasionally, a time-out error occurs and the software cannot proceed.
You should receive an error message alerting you to the time-out, otherwise allow 15 minutes to be sure a time-out has occurred.
This error usually occurs when entering the Payment Stage and is usually caused by the program being unable to connect to the iSec Secure Server.
When a Time-out occurs:
- Click OK to any error message you may have received.
- Click ONCE on the previous button
In the case where an error message DID NOT appear, it may seem as though the button cannot be clicked, but after a few moments DigitalWorks Pro-Direct will become responsive again. - Please exit DigitalWorks Pro-Direct and choose to save your order when prompted.
- Please restart your computer and try DigitalWorks Pro-Direct again.
If the issue persists:
- Try clicking this link. (your browser should return the word TEST ) at the top of the page.
This confirms that a connection to the secure server can be established and that the sever can return a response. - You may be operating through a network. Try connecting your computer directly to your modem.
- A firewall may be blocking the program accessing the secure link.
In the case it does not return "Test"
After trying the above and the issue still persists, please contact Digital Works support
This error message is usually the result of an expired or non existent promotion code.
- Remove the promotion code you are using and leave any promo code fields blank.
- Click Start (or Next)
Please contact Digital Works if you believe a mistake has been made with the expiry date of your promotion code.
Variation Index Out of bounds
Error occurs after adding images and trying to proceed to contact details screen.This issue occurs when the DigitalWorks Pro-Direct software is interrupted during the image loading process.
The reason for this interruption is unknown. Can also be caused when Adding files other than jpg images.
The following steps will allow you to continue with your order:
- Clear the error message by clicking OK.
(if you have not already done so) - Exit DigitalWorks Pro-Direct.
Please SAVE your order when prompted to do so. - Restart your computer.
- Open DigitalWorks Pro-Direct again.
- Your order will be resumed automatically and the images causing the issue should now be removed.
After checking your images, missing images can be added back into your order if you wish.
Lead Image Original : Code 0 : processing not allowed, function not successful
Possible causes and remedes- Computer is low in memory Cache. Increase computers memory Cache
- The image has Guide lines. Remove Guide Lines
- Check the image is saved as Jpg baseline "standard"(not as Progressive or Optimized)
- Open the image, rotate and save with a different file name.
Lead Image :Invalid floating point operation error
Possible cause, Corrupted Thumbnail image (this may point to a wider problem with your computer)- Please restart DigitalWorks Pro-Direct
- Start a new order.
- After adding your images, please check each image has loaded in the thumbnails before proceeding.
- If you find an image still displaying the loading message, close the program using the X in the top right corner.
- DigitalWorks Pro-Direct will ask you if you want to save your order please do so,
- Restart the program.
- The images causing the issue should now be removed and you can continue with your order as normal.
- Open it in photoshop.
- If the image loads into photoshop OK rotate the image
- Make sure the image is in RGB mode, sRGB colour space and 8 bits per channel etc.
- Save with a different file name
- Now load into DigitalWorks Pro-Direct and make sure the new image loads properly.
(i.e. you can see the problem image thumbnail and large image in the Preview pages' top panel when you click the image thumbnail) - In Windows go Start > My Documents
- You should see a folder called " My DigitalWorks Pro-Direct Files "
- Right click on this Folder and choose [ Delete ]
(this is the folder which holds your order information and may be corrupted)
(If there are any other " DigitalWorks files " folders, Delete them also.) - Re-Start DigitalWorks Direct and re-load your images again.
- repeat the previous step (Delete "MY DigitalWorks Pro-Direct Files")
- In Windows Go > Start > Control Panel > Add/Remove Programs or Vista choose Program and Features
- Choose DigitalWorks Pro-Direct then [ Remove ] [Uninstall ]
(If there are any other DigitalWorks programs Remove them also.) - Download and re-install the DigitalWorks Pro-Direct program.
If you can locate the image causing the problem
