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Troubleshooting — File Upload Failures and Artwork Errors

Troubleshooting — File Upload Failures and Artwork Errors

Applies To: [ All Licenses ]

Overview

This guide covers the most common causes of file upload failures and artwork errors during order placement, including what to check on both the admin and customer sides.

Customer Cannot Upload a File

File type not accepted:

  1. Confirm the file type is in the list of accepted formats (PDF, EPS, AI, PSD, TIFF, JPG, PNG are common defaults).

  2. If the customer's file type is not accepted but should be, adjust the accepted file types under the product or global upload settings. See Customize Available File Upload Types (Hub Only) and Adjust upload file options.

File size too large:

  1. Check the maximum upload size configured in your upload settings.

  2. Ask the customer to compress or downscale the file if it exceeds the limit.

  3. Alternatively, increase the maximum file size limit in the admin settings if appropriate.

Upload fails or hangs:

  1. Ask the customer to try a different browser (Chrome or Firefox recommended).

  2. Check that the customer does not have a browser extension blocking uploads.

  3. A slow internet connection can cause large file uploads to time out — ask the customer to try on a faster connection.

Uploaded File Not Visible in the Admin

If a customer reports uploading a file but it is not visible on the job:

  1. Navigate to the order and open the job detail.

  2. Click Job Artwork to review attached files.

  3. If the file is missing, check whether the customer completed the order — files attached mid-session but not submitted with the order may not be saved.

  4. Contact the customer to resubmit if necessary.

Preflight Errors on Uploaded Files

If the preflight tool flags an issue with a customer's file:

  1. Navigate to the job and review the preflight report.

  2. Common preflight flags include: low resolution (below 300 DPI), wrong color mode (RGB instead of CMYK), missing bleed, or incorrect dimensions.

  3. Contact the customer with the specific issue and request a corrected file.

  4. Once a new file is uploaded, run the preflight check again before advancing the job.

See Preflight Tool for admin configuration details.

Notes / Tips

  • Disabling artwork upload on a product is intentional for products that do not require files (e.g. mailing services). If artwork upload is unexpectedly disabled on a product, check the Disable Artwork Upload toggle on the product settings.

  • The View Storage Area section in the admin allows review of files stored on the platform. See View Storage Area.

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