Technical Support    

FTP Troubleshooting help for Pro Photo Imaging Online

The figure below illustrates how a typical FTP session should look, when uploading images to our server. Please note that there are three open Internet Explorer Windows at the time of upload. One is for your images (blue outline), the second is for our FTP server (green outline), and the third is the original window that you are using to create your order( red outline). The best method is to resize the windows to fit them all on your screen at the same time, like the sample below, and click and drag or copy and paste your images to begin your upload to our server.

  • Please make sure that you are dragging only JPG images into the FTP window. Do not drag folders or a folder containing JPG's. This will change the structure of your oder's folder and your images will not print. We have you place all of your images into folder 0001 inside your order folder, which is inside your customer number folder. We have designed it so that it will create an error if you attempt to upload a folder.
  • Certain FTP settings might cause possible timeout errors to our FTP website due to Firewall or Popup-blocking settings. We recommend that if you are having an issue while connecting to our FTP server to upload your images, that you:
  1. Open a new Microsoft Internet Explorer window.
  2. Go to Tools->Internet Options, click on the Advanced tab.
  3. Click on the restore defaults button at the bottom of the Internet options window.
  4. Click OK until you return to the web browser.
  5. Close all Internet Explorer windows and then log back into Pro Photo Imaging Online.

This fix above will normally solve most connection problems with our FTP site.
Due to the increasing security risks that have plagued the Internet, Microsoft has released a new Service Pack for Windows XP. If you use Windows XP and have downloaded Service Pack 2, you may find yourself "Locked out" of Pro Photo Imaging Online. Please follow these instructions for fixing issues that are related to our web site and the use of this service pack.

  1. Open a new Microsoft Internet Explorer window.
  2. Go to Tools->Internet Options, click on the Security tab.
  3. Click on the trusted sites icon and then the Sites button.
  4. Uncheck the check box that says Require server verification (https:) for all sites in this zone.
  5. In the Add this web site to the zone text box type http://prophotoimaging.com
  6. Click the Add Button
  7. Click OK until you return to the web browser.

Apple Support for FTP

Macintosh users will need to download Fetch from www.FetchSoftworks.com.  Please call us for our Server IP address, you will need this to access our web server to upload your images.  In the preference settings for Fetch, you will need to go to the Firewall preferences and uncheck the Use Passive Mode Transfer (PASV).  To create a new online order, login to our website with Internet Explorer and start creating your order.  When you get up to the “Open FTP” process, do not click this button, but instead open fetch and login to our server.  You will need to navigate to the folder that matches the online reference number that you just created when you created a new order.  This is that ten-digit number that first appeared when you clicked to create a new online order.  Once inside that folder you will see a folder 0001, you will have to navigate inside this folder and “PUT” your JPEG images here.  Once you have completed transferring or uploading your images, you can close Fetch completely, and go back to your original explorer window with the open FTP button and the continue button.  You want to now click on the Continue button and complete the order through Internet Explorer.  Use Fetch only while transferring your files from your computer to our computer.

If you need further assistance, please feel free to call us for technical support.  

Thank you,
The Pro Photo Imaging Team