Home Ordering FAQ & Troubleshooting

1. Q: Do I need broadband internet connection to use Home Ordering?
   A: Yes, Broadband is required to use Home Ordering..
2. Q: Do I need to be on-line when I use Home Ordering?
   A: Yes, you need to be connected to the internet to use Home Ordering. .
3. Q: How do I pay for my order and is it safe?
   A: Home Ordering use’s PayPal for all payment transactions. PayPal is the world’s
   largest on-line payment service and offers safe and secure credit card transactions
   when finalising your order.
4. Q: I am installing the software and it appears to be taking too long, is this normal?
   A: The installation process takes between 10 and 20 minutes depending on your computers specification.
5. Q: During installation the progress bar has stopped for about 10 minutes. Does this mean the install has stopped?
   A: No the install process has not stopped. It is normal for the installation to hold on any part of the progress bar for up to 10 minutes. Reference: Fig 1.1
   
   
   Fig 1.1
6. Q: I appear to be getting errors on the install and I can not proceed, what is wrong?
   A:There are many factors that can cause error’s on install. These can include a Faulty CD, Faulty CD drive, low computer specifications, incompatible operating system. It is recommended that you firstly try another CD to install and if the installation is not successful it may mean your computer is not compatible.
7. Q:Can I install Home Ordering software if I have a Windows Vista or Mac Computer?
   A:Unfortuntately at this stage Windows Vista and Mac Computers are not supported. Home Ordering software can be used with Windows 2000, Windows 2003 and Windows XP.
8. Q: I am getting a socket error 11004 when I try to open Home Ordering. What is wrong?
   A: This error means either you are not connected to the internet or there is a internet connection issue or speed issue with your computer.
   
   
   Fig 1.2
9. Q: Each time I open Home Ordering it appears to connect to the internet first is this correct?
   A: Every time Home Ordering is opened there is a connection made to our secure servers. This is to obtain all of the latest prices, services and to check for any new products that are available. This usually takes around 1 minute depending on your internet connection speed.
   
   
   Fig 1.3
10. Q: When I’m selecting photos can I use images that are already on my computer?
    A: Yes when you select the "My Pictures" icon this allows you to browse and select photos on you computer. By default "My Pictures" folder will be opened first however you can browse to any folder on your computer (see Figure 1.5).
    
    
    Fig 1.5
11. Q:I have selected “The Deliver To Home” option but it’s asking me to select a store.
    Why do I still need to select a store?
    A:The product will be sent directly to your house, however, the job still needs to be assigned to a store for billing purposes (See Figure 1.6).
    
    
    Fig 1.6
12. Q: Can I save my order and finish it another time?
    A: Unfortunately orders can not be saved. This feature will be available in future releases. The software can remain open for as long as you wish to finalise orders.
13. Q:I have finished placing my order. How does the order get to the store?
    A:Once your order has been completed, the order is then sent from your computer to the store or lab for fulfilment. You may notice another programme opened called “Home Ordering Uploader” This is the programme used to send your orders. Do not close this until your order has been sent.
14. Q: My order is not sending. What is wrong?
    A: Within 2 minutes of completing your order it should start sending. If it does not send there are a few things to be check. Ensure your internet is active and is not disconnected. There is also a setting that can be changed. Please note this is usually only required when you are using a computer inside a secure network or VPN and the order will not send on the standard settings. With the "Home Ordering Uploader" open click on menu and then click on "Firewall Settings". Select Passive On and then press OK (see Figure 1.7).
    
    
    
    
    Fig 1.7
15. Q:How do I know that my order has been sent and received?
    A: With "Home Ordering Uploader" there is a column called "Uploaded" Once there is a date and time entered into this field it means your order has been successfully sent (see figure 1.8). Please note that this does not mean the order has arrived on our network. You will receive an email confirmation once your order has arrived on our network. The email will include an order number which you can quote if you have difficulties.
    
    
    Fig 1.8
16. Q: I created an order and notice there are two files in the "Uploader" Does this mean my order was sent twice?
    A: No. For products like Gift, Photo Books and Canvas there is one file that is sent to the Photo Create Lab and one file sent to Administration. This notifies the team of your order details, should there be any enquiries.
    
    
17. Q: I have received my order back and I would like to order the same again. Does this mean I have to do a new order or can I have this order produced again?
    A:Unfortunately you will need to do the order again through the Home Ordering software.