ISSUE: CAMERA | BLURRY PHOTOS / PHOTO QUALITY
RESOLUTION:
Occasionnally, the settings on cameras will become changed from the system default causing blurry photos.
- Insure that lens has been wiped clean of any dust, fingerprints and debris.
- Verify that the camera quality is set to the highest resolution:
- Press "Q. Menu" button, select "16M" from list of quality options.
- Verify that the camera Rec Mode is set to accommodate movement:
- Press "Mode" button, select "Sports" mode.
EMAIL SUPPORT
Usually Reply Same Business Day
HOURS:
Monday-Friday
7:00AM - 12:00AM (Pacific)
10:00AM - 3:00AM (Eastern)
EMAIL: support@phototouchinc.com
PHONE | REGULAR HOURS:
Usually Reply Within 1 Hour
HOURS:
Monday-Friday
9:00AM - 5:00PM (Pacific)
12:00PM - 8:00PM (Eastern)
PHONE: (858) 683-1560
PHONE | URGENT REQUEST:
Usually Reply Within 15 Minutes
HOURS:
Monday-Friday
7:00AM - 12:00AM (Pacific)
10:00AM - 3:00AM (Eastern)
PHONE: (877) 767-4686 opt 3
ISSUE: CAMERA | ERROR MSG: SYSTEM ERROR ZOOM
RESOLUTION:
Camera errors vary depending on what model camera is being used at your location.
If you are using a Panasonic Lumix TS25 or TS30 (the devices provided by PhotoTouch) and receive an error such as “System Error (Zoom)” your camera will need to be returned for maintenance. To obtain a replacement from PhotoTouch you will need to contact technical support and provide the color and serial number of the broken camera.
EMAIL SUPPORT
Usually Reply Same Business Day
HOURS:
Monday-Friday
7:00AM - 12:00AM (Pacific)
10:00AM - 3:00AM (Eastern)
EMAIL: support@phototouchinc.com
PHONE | REGULAR HOURS:
Usually Reply Within 1 Hour
HOURS:
Monday-Friday
9:00AM - 5:00PM (Pacific)
12:00PM - 8:00PM (Eastern)
PHONE: (858) 683-1560
PHONE | URGENT REQUEST:
Usually Reply Within 15 Minutes
HOURS:
Monday-Friday
7:00AM - 12:00AM (Pacific)
10:00AM - 3:00AM (Eastern)
PHONE: (877) 767-4686 opt 3
ISSUE: CAMERA | BATTERY SWOLLEN
RESOLUTION:
Various battery components age and decompose at different rates. As batteries age, the electrochemical performance of the battery is degraded and may produce a 'puffy' or 'swollen' battery. Ofthen, this is a normal sign of aging; but, your batteries should be replaced.
DO NOT ATTEMPT TO FORCE A SWOLLEN/PUFFY BATTERY INTO A CAMERA
If your batteries begin to become 'puffy' or there is noticeable 'swelling' - please contact support.
EMAIL SUPPORT
Usually Reply Same Business Day
HOURS:
Monday-Friday
7:00AM - 12:00AM (Pacific)
10:00AM - 3:00AM (Eastern)
EMAIL: support@phototouchinc.com
PHONE | REGULAR HOURS:
Usually Reply Within 1 Hour
HOURS:
Monday-Friday
9:00AM - 5:00PM (Pacific)
12:00PM - 8:00PM (Eastern)
PHONE: (858) 683-1560
PHONE | URGENT REQUEST:
Usually Reply Within 15 Minutes
HOURS:
Monday-Friday
7:00AM - 12:00AM (Pacific)
10:00AM - 3:00AM (Eastern)
PHONE: (877) 767-4686 opt 3
ISSUE: CAMERA | STUCK MEMORY CARD
RESOLUTION:
Memory cards may be untentionally forced into a camera causing it to become stuck.
If you are using a Panasonic Lumix TS25 or TS30 (the devices provided by PhotoTouch) and this should happen” your camera will likely need to be returned for maintenance. You may attempt to remove the memory card; but be careful not to damage the camera any further.
To obtain a replacement from PhotoTouch you will need to contact technical support and provide the color and serial number of the broken camera.
EMAIL SUPPORT
Usually Reply Same Business Day
HOURS:
Monday-Friday
7:00AM - 12:00AM (Pacific)
10:00AM - 3:00AM (Eastern)
EMAIL: support@phototouchinc.com
PHONE | REGULAR HOURS:
Usually Reply Within 1 Hour
HOURS:
Monday-Friday
9:00AM - 5:00PM (Pacific)
12:00PM - 8:00PM (Eastern)
PHONE: (858) 683-1560
PHONE | URGENT REQUEST:
Usually Reply Within 15 Minutes
HOURS:
Monday-Friday
7:00AM - 12:00AM (Pacific)
10:00AM - 3:00AM (Eastern)
PHONE: (877) 767-4686 opt 3
ISSUE: CAMERA | PHOTOS ARE SAVED TO INTERNAL MEMORY OF CAMERA
RESOLUTION:
It is possible for you or your staff to take photos without a memory card being in the camera.
Should this occur, it will be necessary to save the photos to a memory card; then, load your images onto your computer.
HELPFUL RESOURCES
PHONE | URGENT REQUEST:
Usually Reply Within 15 Minutes
HOURS:
Monday-Friday
7:00AM - 12:00AM (Pacific)
10:00AM - 3:00AM (Eastern)
PHONE: (877) 767-4686 opt 3
PHONE | REGULAR HOURS:
Usually Reply Within 1 Hour
HOURS:
Monday-Friday
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12:00PM - 8:00PM (Eastern)
PHONE: (858) 683-1560
EMAIL SUPPORT
Usually Reply Same Business Day
HOURS:
Monday-Friday
7:00AM - 12:00AM (Pacific)
10:00AM - 3:00AM (Eastern)
EMAIL: support@phototouchinc.com
ISSUE: LOADING IMAGES | MEMORY CARD READER NOT WORKING (IMAGES NOT TRANSFERRING TO COMPUTER)
RESOLUTION:
This is most commonly caused by a loose cable connection, either the USB cable has been jiggled loose from the card reader or from the back of the mac mini.
The easiest solution to this problem is to unplug the USB cable from the reader and back of the computer then plug the cable back in insuring that the connections are secure to both devices. To optimize transfer speeds and reliability it is also suggested to format your memory card to your camera device once every couple of weeks.
Should you continue to experience issues, you may need to use the USB cord to connect your computer to your camera and transfer photos directly from the camera.
If neither solution works, you may need to restart your computer.
- Click ont the Apple logo (upper left-hand corner of your screen)
- Click on "Restart"
- Your computer will begin the restart process and should return to the startup screen
HELPFUL RESOURCES
PHONE | URGENT REQUEST:
Usually Reply Within 15 Minutes
HOURS:
Monday-Friday
7:00AM - 12:00AM (Pacific)
10:00AM - 3:00AM (Eastern)
PHONE: (877) 767-4686 opt 3
PHONE | REGULAR HOURS:
Usually Reply Within 1 Hour
HOURS:
Monday-Friday
9:00AM - 5:00PM (Pacific)
12:00PM - 8:00PM (Eastern)
PHONE: (858) 683-1560
EMAIL SUPPORT
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HOURS:
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EMAIL: support@phototouchinc.com
ISSUE: LOADING IMAGES | REOCCURRING ERROR MSG: "Error Transferring Images"
RESOLUTION:
This is most commonly caused by a loose cable connection, either the USB cable has been jiggled loose from the card reader or from the back of the mac mini.
- If image transfer stops abruptly:
-
Verify all connections from the card reader to the computer by unplugging and replugging each side of the USB. Note both connections should fit snugly into each device, if there is any significant wiggling while connected, the cable or port is likely damaged and will require maintenance or replacement.
- If image transfer stalls repeatedly at a certain %:
-
There is likely corrupt data on the memory card that cannot be transferred into Vortex. Contact Technical support to move files safely to the computer and reformat SD card.
- Your computer may need to be restarted:
- Click on the Apple logo (upper left-hand corner of your screen)
- Click on "Restart"
- Your computer will begin the restart process and should return to the startup screen
PHONE | URGENT REQUEST:
Usually Reply Within 15 Minutes
HOURS:
Monday-Friday
7:00AM - 12:00AM (Pacific)
10:00AM - 3:00AM (Eastern)
PHONE: (877) 767-4686 opt 3
PHONE | REGULAR HOURS:
Usually Reply Within 1 Hour
HOURS:
Monday-Friday
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12:00PM - 8:00PM (Eastern)
PHONE: (858) 683-1560
EMAIL SUPPORT
Usually Reply Same Business Day
HOURS:
Monday-Friday
7:00AM - 12:00AM (Pacific)
10:00AM - 3:00AM (Eastern)
EMAIL: support@phototouchinc.com
ISSUE: LOADING IMAGES | ERROR MSG: "Error Deleting Images"
RESOLUTION:
After loading your camera PC card, you may receive a warning that the images were not be able to be deleted from the PC Card Volume.
There are a few different possible solutions to this:
- Often times, the Memory Card will be 'locked'
- Remove the Camera Card from the card reader / camera
- Make sure the sliding portion is not set to 'locked' and is firmly in the 'unlocked' state
- It's possible that one (or more) photos on the camera card have become damaged or locked.
- Insert the memory card into your camera device and format your memory card
- Equipment that needs to be replaced.
- If the issue continues happening on one memory card, it's possible that the card needs to be replaced.
- Please use the "Email Support" option below to request replacement memory card(s).
Please leave a detailed description of the issue so we can evaluate and prioritze the need
- If the issue continues happening on multiple memory cards, it's possible that the card reader needs to be replaced.
- Please use the "Email Support" option below to request replacement card reader.
Please leave a detailed description of the issue so we can evaluate and prioritze the need
PHONE | URGENT REQUEST:
Usually Reply Within 15 Minutes
HOURS:
Monday-Friday
7:00AM - 12:00AM (Pacific)
10:00AM - 3:00AM (Eastern)
PHONE: (877) 767-4686 opt 3
PHONE | REGULAR HOURS:
Usually Reply Within 1 Hour
HOURS:
Monday-Friday
9:00AM - 5:00PM (Pacific)
12:00PM - 8:00PM (Eastern)
PHONE: (858) 683-1560
EMAIL SUPPORT
Usually Reply Same Business Day
HOURS:
Monday-Friday
7:00AM - 12:00AM (Pacific)
10:00AM - 3:00AM (Eastern)
EMAIL: support@phototouchinc.com
ISSUE: PRINTER | NEED A NEW PRINTER SET UP
RESOLUTION:
If you have recently purchased a new printer and are trying to set it up; you'll likely require administrative access. The computer will need to install a printer driver to print to your selected printer.
PHONE | REGULAR HOURS:
Usually Reply Within 1 Hour
HOURS:
Monday-Friday
9:00AM - 5:00PM (Pacific)
12:00PM - 8:00PM (Eastern)
PHONE: (858) 683-1560
EMAIL SUPPORT
Usually Reply Same Business Day
HOURS:
Monday-Friday
7:00AM - 12:00AM (Pacific)
10:00AM - 3:00AM (Eastern)
EMAIL: support@phototouchinc.com
PHONE | URGENT REQUEST:
Usually Reply Within 15 Minutes
HOURS:
Monday-Friday
7:00AM - 12:00AM (Pacific)
10:00AM - 3:00AM (Eastern)
PHONE: (877) 767-4686 opt 3
ISSUE: PRINTER | NOT PRINTING RECEIPTS / PRINT LABEL
RESOLUTION:
If your printer was working but now is not; odds are the printer has become unplugged or disconnected.
- If the printer is plugged in using a usb cord, unplug the cable and plug it back in.
- If the printer is connected from wifi (not recommended), restart your router
- Restart the Printer
- Restart the Computer
PHONE | URGENT REQUEST:
Usually Reply Within 15 Minutes
HOURS:
Monday-Friday
7:00AM - 12:00AM (Pacific)
10:00AM - 3:00AM (Eastern)
PHONE: (877) 767-4686 opt 3
PHONE | REGULAR HOURS:
Usually Reply Within 1 Hour
HOURS:
Monday-Friday
9:00AM - 5:00PM (Pacific)
12:00PM - 8:00PM (Eastern)
PHONE: (858) 683-1560
EMAIL SUPPORT
Usually Reply Same Business Day
HOURS:
Monday-Friday
7:00AM - 12:00AM (Pacific)
10:00AM - 3:00AM (Eastern)
EMAIL: support@phototouchinc.com
ISSUE: COMPUTER | COMPUTER RUNNING SLOWLY
RESOLUTION:
Your PhotoTouch computer is not set to automatically restart, this is to insure that all uploads will be completed and system maintenance can be done at any time. Typically, the longer it’s been since the computer has been restarted the slower the computer will be to respond.
-
Quit all open applications
- When you click the Red "X" on Apple computers, the application continues to run.
- To "Quit" the applications, click the name of the application (found next to the Apple logo in the menu bar); then click on "Quit 'application name' "
-
Restart the mac mini
- Click On the "Apple Logo" (upper left-hand corner of the computer)
- Click On the "Restart"
PHONE | URGENT REQUEST:
Usually Reply Within 15 Minutes
HOURS:
Monday-Friday
7:00AM - 12:00AM (Pacific)
10:00AM - 3:00AM (Eastern)
PHONE: (877) 767-4686 opt 3
PHONE | REGULAR HOURS:
Usually Reply Within 1 Hour
HOURS:
Monday-Friday
9:00AM - 5:00PM (Pacific)
12:00PM - 8:00PM (Eastern)
PHONE: (858) 683-1560
EMAIL SUPPORT
Usually Reply Same Business Day
HOURS:
Monday-Friday
7:00AM - 12:00AM (Pacific)
10:00AM - 3:00AM (Eastern)
EMAIL: support@phototouchinc.com
ISSUE: COMPUTER | LOGIN SCREEN THAT ASKS FOR A PASSWORD
RESOLUTION:
Your computer may display a 'log in' window with a username and a blank password field. This often happens with someone has accidentally selected "log out"
-
Should this happen, restart the mac mini to log back in.
- On the login window, Click On "Restart"
- Alternatively, on the login window, you may need to click "cancel" first and then click on "Restart"
PHONE | URGENT REQUEST:
Usually Reply Within 15 Minutes
HOURS:
Monday-Friday
7:00AM - 12:00AM (Pacific)
10:00AM - 3:00AM (Eastern)
PHONE: (877) 767-4686 opt 3
PHONE | REGULAR HOURS:
Usually Reply Within 1 Hour
HOURS:
Monday-Friday
9:00AM - 5:00PM (Pacific)
12:00PM - 8:00PM (Eastern)
PHONE: (858) 683-1560
EMAIL SUPPORT
Usually Reply Same Business Day
HOURS:
Monday-Friday
7:00AM - 12:00AM (Pacific)
10:00AM - 3:00AM (Eastern)
EMAIL: support@phototouchinc.com
ISSUE: DISPLAYING IMAGES | Why are my party rooms showing what I see on the monitor (Mirrored displays)?
RESOLUTION:
This usually happens when the communication between the computer and displays have been disrupted. Verify that all your screens are still connected and getting a signal. Usually a loose cable connection will be the cause, often times reconnecting the devices will allow the mac mini to reidentify the screens and revert them back to normal.
- If all screens are visible but are still displaying in mirror mode
- Use the finder to navigate to the “Display Preferences” in the “System Preferences” application
(Finder>Applications>System Preferences>Displays)
- In the “Displays” preferences menu, select the “Arrangement” tab
- Uncheck the “Mirror Displays” option returning the monitors to normal
- Quit & Relaunch the Slideshow Application (TEPS-VideoWall)
PHONE | URGENT REQUEST:
Usually Reply Within 15 Minutes
HOURS:
Monday-Friday
7:00AM - 12:00AM (Pacific)
10:00AM - 3:00AM (Eastern)
PHONE: (877) 767-4686 opt 3
PHONE | REGULAR HOURS:
Usually Reply Within 1 Hour
HOURS:
Monday-Friday
9:00AM - 5:00PM (Pacific)
12:00PM - 8:00PM (Eastern)
PHONE: (858) 683-1560
EMAIL SUPPORT
Usually Reply Same Business Day
HOURS:
Monday-Friday
7:00AM - 12:00AM (Pacific)
10:00AM - 3:00AM (Eastern)
EMAIL: support@phototouchinc.com
ISSUE: DISPLAYING IMAGES | Why are my parties not playing in the correct room (party room names swapped)?
RESOLUTION:
When a slideshow’s display connection is interrupted, it is not uncommon for party rooms to swap names. This can be caused by power outages or display cables being disconnected.
- In the slideshow app, select the “Open Prefs button
- Select the party room displays, “
Display 2”, “Display 3” and sometimes “Display 4” (depending on the number of party rooms)
- Rename your party rooms accordingly
- After any modifications, be sure to Quit & Relaunch the slideshow app to apply the changes.
- TIP Click "Identify All" to identify your party room display's current name
- TIP You must "Quit & Relaunch" for the changes to be applied.
HELPFUL RESOURCES
PHONE | URGENT REQUEST:
Usually Reply Within 15 Minutes
HOURS:
Monday-Friday
7:00AM - 12:00AM (Pacific)
10:00AM - 3:00AM (Eastern)
PHONE: (877) 767-4686 opt 3
PHONE | REGULAR HOURS:
Usually Reply Within 1 Hour
HOURS:
Monday-Friday
9:00AM - 5:00PM (Pacific)
12:00PM - 8:00PM (Eastern)
PHONE: (858) 683-1560
EMAIL SUPPORT
Usually Reply Same Business Day
HOURS:
Monday-Friday
7:00AM - 12:00AM (Pacific)
10:00AM - 3:00AM (Eastern)
EMAIL: support@phototouchinc.com
ISSUE: DISPLAYING IMAGES | Why am I missing a party room in slideshow app?
RESOLUTION:
The slideshow application will only list the names of active display connections.
- Check the black “HDLink” sender box (located behind the computer) for the power and signal
- NEW HDLinks HL13 ONLY HAVE 1 LIGHT
- If the light is not illuminated, the power cord to the HDLink has likely come unplugged or is not receiving power.
- If the light is illuminated, the display cable from the computer to the sender is likely loose or unplugged.
- OLDER HDLinks: the power (Red) and signal (Blue or Green) lights.
- If the (Red) power light is not illuminated, the power cord to the HDLink has come unplugged or is not receiving power.
- If the (Green or Blue) signal light is not illuminated, the display cable from the computer to the sender is loose or unplugged.
- Quit & Relaunch” the slideshow app to refresh the display list
PHONE | URGENT REQUEST:
Usually Reply Within 15 Minutes
HOURS:
Monday-Friday
7:00AM - 12:00AM (Pacific)
10:00AM - 3:00AM (Eastern)
PHONE: (877) 767-4686 opt 3
PHONE | REGULAR HOURS:
Usually Reply Within 1 Hour
HOURS:
Monday-Friday
9:00AM - 5:00PM (Pacific)
12:00PM - 8:00PM (Eastern)
PHONE: (858) 683-1560
EMAIL SUPPORT
Usually Reply Same Business Day
HOURS:
Monday-Friday
7:00AM - 12:00AM (Pacific)
10:00AM - 3:00AM (Eastern)
EMAIL: support@phototouchinc.com
ISSUE: DISPLAYING IMAGES | Why am I getting a “no signal” message on my party room TV?
RESOLUTION:
There are a few possible causes for receiving this message in your party room. Most commonly the HDMI input has accidentally been changed to a different source.
To verify that you have the correct input selected, locate where the HDMI cable is plugged into on the back of the television, the port will be labeled to the corresponding input (HDMI1, HDMI2, or HDMI3).
If the message continues to display while the correct input is selected, it is likely that a loose display connection is causing the problem.
- Check the black “HDLink” receiver box (located behind the television) for the power and signal
- NEW HDLinks HL13 ONLY HAVE 1 LIGHT
- If the light is not illuminated, the power cord to the HDLink has likely come unplugged or is not receiving power.
- If the light is illuminated, the television is not receiving information from computer and it will need to be checked for loose cables.
- OLDER HDLinks: the power (Red) and signal (Blue or Green) lights.
- If the (Red) power light is not illuminated, the power cord to the HDLink has come unplugged or is not receiving power.
- If the (Green or Blue) signal light is not illuminated, the television is not receiving information from computer and it will need to be checked for loose cables.
- Quit & Relaunch” the slideshow app to refresh the display list
PHONE | URGENT REQUEST:
Usually Reply Within 15 Minutes
HOURS:
Monday-Friday
7:00AM - 12:00AM (Pacific)
10:00AM - 3:00AM (Eastern)
PHONE: (877) 767-4686 opt 3
PHONE | REGULAR HOURS:
Usually Reply Within 1 Hour
HOURS:
Monday-Friday
9:00AM - 5:00PM (Pacific)
12:00PM - 8:00PM (Eastern)
PHONE: (858) 683-1560
EMAIL SUPPORT
Usually Reply Same Business Day
HOURS:
Monday-Friday
7:00AM - 12:00AM (Pacific)
10:00AM - 3:00AM (Eastern)
EMAIL: support@phototouchinc.com
ISSUE: PARTY PHOTOS | How long are party room photos online?
RESOLUTION:
Party Photos are online for 180 days from the date they were uploaded.
Images can be accessed for 180 days before being completely removed from the PhotoTouch system.
We DO NOT have a way of obtaining the photos after that time.
ISSUE: PARTY PHOTOS | How do I find old party images?
RESOLUTION:
Viewing or finding a party’s images from a previous day can be done by accessing your administrator account on
singular.phototouchinc.com.
The “View Pics” option on the administrator page will allow you to view the images uploaded to a party’s code or view all the images loaded between a specified date and time range.
Note: Images can be accessed for 180 days before being completely removed from the PhotoTouch system.
ISSUE: PARTY PHOTOS | How to I reassign photos (Photos on Wrong Party Code)?
RESOLUTION:
Photos are sometimes uploaded to the wrong/incorrect photo code.
NOTICED THE ISSUE ON THE SAME DAY
- Open the Slide Show App
- Click on the Party Room that has the additional photos.
- Click "Reassign Code"
- Locate the photos from the incorrect party.
- Select those photos (either by clicking the mouse button and dragging to the end of the set of photos; or by selecting the images one at a time; or by clicking on the first photo in the sequence, pressing and holding the shift button, and then click the last photo in the sequence).
- Drag the photos from the left window to the right window
- Select the party from the dropdown list that you are moving the photos to
- Click "Reassign"
NEED TO MOVE PHOTOS FROM A CODE ON ONE DAY TO A DIFFERENT DAY'S CODE
- Signin to your administrator account on singular.phototouchinc.com.
- Click on "Mange Files"
- Find the party that has the 'extra' photos /photos that do not belong.
If that party is unknown, you can click the "Load Stats" button next to the word "Files"
Doing so will show the number of images on all the parties. Often times, the codes that have more than one party with have a much large number of images
- Click on the party code that has the 'extra' photos /photos that do not belong
- Click on the checkbox next to the photos that need to be reassigned.
Helpful Tip: change your "View by" from "List" to "Thumbnails"
- Once all the photos that need to be reassigned have been selected; type in the correct code in "New Code" box located at the bottom of the screen.
- Then, click "Reassign"
NOTICED THE ISSUE AFTER THE PARTY / DIFFERENT DAY
NOTE: This process refers to steps that are not yet available in all locations.
If your slideshow application does not have a date option in the upper-right hand corner, do not follow these steps.
Note: Images can be accessed for 180 days before being completely removed from the PhotoTouch system.
NOTE: If your location does not have the updated slideshow app, please note we are in the process of updating the apps. Your location will be receiving the updated app in the future.
ISSUE: PARTY PHOTOS | Why are photos not showing online (Customer cannot access photos)?
RESOLUTION:
Occasionally photos will either be uploaded to the incorrect code or may not have been uploaded at all.
Uploaded to the Incorrect code
-
Determine what photo code the incorrect photos were uploaded with.
- If unknown, log in to your singular account
- Click on "Manage Files"
- Search the desired date
- Click the "Load Stats" button & often the party with an abnormally large number of photos will be the party containing the incorrect code.
-
Then see the "How do I reassign photos (Photos on Wrong Party Code)?"
Not Uploaded
ISSUE: ADMIN | PHOTO SYSTEM OVERVIEW
ISSUE: ADMIN | UPDATE PAYMENT METHOD
