Frequently Asked Questions

PRODUCTS

Selecting products
Creating products
- On the website
- With the 'ExtraFilm Designer' software
Ordering products
Quality
Prices

Selecting products
- What products can I order from Extrafilm?
  
  All our products are listed in our products overview page. Click on the ‘Products’ tab to see the product categories.
  We offer the following: Photo Books, Fun Ideas, Canvas – Solid Poster – Collage, Cards, Calendars, Agendas, Prints – Posters (and the ExtraBox – voucher). Product details, such as formats, prices, options, etc. are found on the product page.
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- Which products can I create on the website and which need to be created using the 'ExtraFilm Designer' software?
  
  Photo Books and Agendas can be created and ordered using the ‘ExtraFilm Designer’ software. After creating your product, you will need to upload your pictures at the ordering stage.
  
  All our other products can be created and ordered on our website. You will have to upload your pictures online into an album before creating your product.
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- Where can I find all the product options?
  
  The ‘Options’ tab on each product page contains all the information you need about the available options. Options are offered for the following product categories: Cards & Photo Books.
  
  These options can only be ordered with the purchase of your product.
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- Which design should I choose?
  
  With a wide range of products and over 120 different designs for each one, you can be as creative as you want to be. Click on your design choice to confirm or browse a wealth of design options by changing your selection on the left hand side. Check out our Occasions & Recommendations pages for your special requirements: these pages can be found on the right hand side of the Product overview page (click on the ‘Products tab’).
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- How many photos can I put in my Photo Book?
  
  Every Photo Book has a standard number of pages. If you have more photos, just add more pages. As an alternative, you can change the layout of your Photo Book. For example, instead of 1 photo per page, why not have 6? The standard number of pictures for each Photo Book is given on the dedicated product pages.
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Creating products
- On the website
  - What type of files can I upload?
    
    You can only upload JPG (JPEG) files to our photo services. JPG is a file format that enables high quality images to be saved as relatively small files. We do not accept other formats because we cannot guarantee that the results will be of a sufficiently high standard.
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  - Which uploading method should I choose?
    We offer you a choice of methods because not every browser is the same.
    - ExtraFilm Image Uploader
      
      - If you are using Internet Explorer, you will be asked to install the ExtraFilm Image Uploader. To do this you have to click on the yellow bar at the top of the page.
      
      - If you are using a different browser, you need to have the latest version of Java. You can find this on the website of sun (www.sun.com/getjava).
    - Photo by photo
      
      If the above methods do not work, you can always use the Photo by Photo method.
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  - How long does it take to upload images?
    
    The time necessary to upload images depends on the size of the images and the speed of your internet connection. Loading larger files might take a while.
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  - What should I do if the upload fails?
    
    Many companies block the installation of Active X and Java files. It is preferable to prepare your order and to send it to us through your own pc.
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  - How can I edit my product?
    
    Click on the photo OR the Edit Tab at the left hand side to change your product composition.
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- With the 'ExtraFilm Designer' software
  - How do I select the photos I want for my Photo Book?
    
    Once you have chosen your occasion, design and cover, you will come to the ‘Select photos’ page. Click on the blue button “Add photos”. Select the folder containing your photos. Click on “Show these photos”. If you want to fill up your Photo Book immediately, then make your selection here. Select the photos you do not want in the Photo Book and click on “Remove from selection”. You can of course add more photos from another folder on your computer. Click on “Add photos” again and select the folder. These photos will be added at the end of your selection. If you want to change the order of the photos in your Photo Book, drag the photo to another position in the list.
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  - How do I place my photos in my Photo Book?
    
    You can put all your photos in the right sequence when you select them and then let your Photo Book fill up automatically. Or you can begin with an empty Photo Book and place each of your photos individually. The fastest method is to make a final selection on the ‘Select photos’ page. Drag your photo to another place, or right-click to duplicate, rotate, remove or edit the photo. You can also select a number of photos and click “Remove from selection” at the bottom of the page. If you then select ‘Fill up automatically’, most of the work has already been done. You can obviously still edit your Photo Book: e.g., add other photos, remove photos, manipulate or move them, and even change the order of pages.
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  - How do I select a different background?
    
    We have designed various backgrounds for each occasion. We have ensured that there are many variations to choose from but you can always personalise your Photo Book. Click the ‘Backgrounds’ tab (top left) and select the background that enhances your photos. If you double-click on the background of your choice, it is displayed on both pages. If you only want it on one side, then click on one of the buttons in the bottom left hand side. You can also use one background for all pages in your Photo Book. Right-click on the background and select ‘Apply on all pages’. If you want to delete the selected background, then right-click on the page and choose ‘Remove background’. This will give you a white background. You can then simply add another background.
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  - How do I choose my own photo as a background?
    
    Wouldn’t it be nice to use one of your own photos as a background in your Photo Book? Select a photo in the left photo list. Right-click on the photo and select ‘Use photo as background’. Then choose whether you want it on the left or right page, on both pages, across 2 pages, or on all pages of your Photo Book.
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  - How can I rotate photos?
    
    Select the photo(s) you want to rotate in the list on the left, or on the ‘Select photos’ page and right-click on a photo. Select ‘Turn left’ or ‘Turn right’. The selected photos will be rotated.
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Ordering products
- How do I order a product?
  - STEP 1:
    Select your desired product.
  - STEP 2:
    Click on the product with your preferred design.
  - STEP 3:
    You will see a preview of your product at the create stage.
  - STEP 4:
    By clicking ‘Add to Shopping Cart’ you will start the actual payment procedure for your order
  - Note: If you have chosen a Photo Book or an Agenda you will be guided through the same steps using our ‘ExtraFilm Designer’ software.
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- How can I order prints?
  
  If you click on ‘continue’ on the prints product page, you are offered the option to either order simple prints or to collect your pictures in a Photo Book Explore. The Photo Book Explore is not obligatory. You can just click ‘No, thank you’ and continue ordering prints.
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- Can I order different products at the same time?
  
  Using the ‘ExtraFilm Designer’ software, you can order and create your Photo Books and Agendas and combine them in 1 order. ExtraFilm has many other products on the website which you can also combine in 1 order. However, products created through the ‘ExtraFilm Designer’ software may not be combined in 1 order with products from our website.
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- Do I have to create an account to be able to place an order?
  
  To purchase ExtraFilm products we need certain personal details such as your name, address and e-mail. This information is essential to the correct transfer and receipt of your order.
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- Is it possible to change my order after I’ve sent it through?
  
  You cannot make any changes to your order after sending it through. Grouping different orders is not possible either.
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- Where can I check my order status?
  - On the website
    - After you have logged in, go to My ExtraFilm and click on My Orders. There you will see the status of your order. You will also receive a confirmation e-mail.
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  - Within the ‘ExtraFilm Designer’ software
    - If you click on the ‘Order Status’ link you will see a list of all the orders you have placed with the ‘ExtraFilm Designer’ software. If the status says ‘Ready’, then everything is okay. We have received your photos and can process your order. If the status says ‘Waiting in line’ or ‘Try again’ then more photos still have to be sent through. Leave your pc (and Internet connection) on until we have received everything.
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Quality
- Does ExtraFilm check the quality of your product(s)?
  
  ExtraFilm always focuses on the quality of its product(s) but to ensure the highest standard possible we created an extra level of quality control for the Photo Books. Your Photo Book is checked by our quality control department after it is produced. When approved, your Photo Book will be accompanied by our quality check cardboard label. On that label you will find a link to our Quality page.
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- Do I have a product guarantee at ExtraFilm?
  
  Yes, you can find all the necessary information about our guarantee on our Conditions page.
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- Can there be a difference in the print quality of my images and the quality on my screen?
  
  Your product is based on the information you send us. The pictures are finished as naturally as possible. Please keep in mind that computer screens are not usually calibrated and that there can be a difference between an image on the screen and the actual files.
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- Can there be a difference in colour between my images and an enlargement of the same images?
  
  Pictures are printed on our specialised photo printers. Our enlargements are printed on a different type of printer with a different type of paper, which can lead to minimal colour differences.
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- How can I be sure that no part of my photo will be missing on my product?
  
  At the create stage of your product you can place one or more photos on a product. You will see a red dotted line around it. The part outside the red dotted line could be cut off during production.
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Prices
- Where can I find the different formats and prices of the products?
  
  Click on the Details tab of a product page to see the different formats and the corresponding prices. You can also find an overview of this on the pricelist.
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- Can I get a quantity discount?
  
  There are several quantity discounts that depend on the product. You will find an overview of the different products with their prices and quantity discounts on our pricelist.
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- Do the prices mentioned include VAT?
  
  Yes, all of our prices are inclusive of tax. You can see the amount of tax included in the price of your product in the Shopping Cart. The ‘Total VAT’ is also mentioned separately, for your information.
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'EXTRAFILM DESIGNER' Software

How do I know if my order was sent through correctly BY the ‘ExtraFilm designer’ software?
What should I do if the order is not completely uploaded in the ‘ExtraFilm designer’ software?

How do I know if my order was sent through correctly BY the ‘ExtraFilm designer’ software?

Before your order reaches us, a few things have to happen. You place the order and confirm it. The order is prepared. During this process, the ExtraFilm Designer must remain open for us to process your order. Please wait until the status bar is 100% complete.

The order is sent to us. You will receive a confirmation that the order has been sent. Now the pictures still have to be sent to us. This will happen in the background so you can now close the ‘ExtraFilm Designer’ software. But if you turn off your computer, or stop the online connection, the order will cease to go through. The next time you switch on your computer, or reconnect to the Internet, the transfer will restart, without you noticing. We can only process your order when we have received everything. If you want to know the status of your order, then click on the ‘Order Status’ link in the top right hand corner of the ‘ExtraFilm Designer’ software. If it says ‘Ready’, your order has been sent through. You will receive a confirmation e-mail with an order number within 24 hrs. This means your order has been sent through correctly.
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What should I do if the order is not completely uploaded in the ‘ExtraFilm designer’ software?
If you notice in the order status bar that the order is not (completely) uploaded, do the following.

Restart your upload service
- STEP 1: Click the start button
- STEP 2: Click ‘run’
- STEP 3: Enter ‘services.msc’
- STEP 4: Select “ExtraFilm upload service”
- STEP 5: Click “Restart the service”
Run the Upload service under your account
- STEP 1: Right click the “ExtraFilm upload service”
- STEP 2: Select Properties
- STEP 3: Go to ‘Log On’ tab
- STEP 4: Select ‘this account’ and enter your data
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PAYMENT

Payment methods
Action codes

Payment methods
- Which payment methods can I use?
  
  All orders can be paid for by Visa, MasterCard or Pay pal. You can also pay by direct transfer for orders up to a maximum of €100. Your bank transfer will accompany your order.
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- Am I obliged to pay using a credit card?
  There are a number of situations in which you cannot pay with a bank transfer and have to pay by credit card:
  - - If your payment is over €100.
  - - If you are sending your order to several addresses or to a separate address to the invoicing address.
  - - If you have unpaid invoices.
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- Is your payment secure?
  
  The entire payment is handled by an external company, Ogone (see www.ogone.be). Ogone specializes in secure payment transactions. All data is transmitted using high encryption standards to ensure a safe transaction. None of your credit card data is stored on our servers.
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Action codes
- How can I use my action code(s)?
  
  Create your product(s) and click on ‘Add to Shopping Cart’. Enter your Action Code and click on “Apply code”. Below you will see your discount amount in green next to Discount (action code).
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- What should I do if my action code doesn’t work?
  
  The code is only applicable to the product(s) and quantity mentioned in our promotion. Action codes are not cumulative. Every action has its validity date mentioned. Some codes only function on the partner sites and others only on our website. Some codes are only for new customers or can only be used once. You can find all the necessary information about these specifications in the legal text located at the bottom of the e-mail that provides you with your action code.
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- Can I still apply my action code after ordering a product?
  
  Unfortunately not. You cannot alter your order after it has been dispatched to us. However, the action code may still be used for your next order. Please note that action codes have an expiry date.
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DELIVERY & SHIPMENT

Delivery of my order / product(s)
- Shipment and postal information
- Delivery information
Shipment costs for my order / product(s)

Delivery of my order / product(s)
- Shipment and postal information
  - How do I track my order?
    
    ExtraFilm will send you a confirmation e-mail as soon as your order has been produced and shipped. The e-mail provides you with a link to your local postal service. There you can track your order. Please keep in mind that we cannot follow up on your order ourselves once it is in the hands of your local postal service.
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  - What should I do if I only received a part of my order?
    
    We dispatch each part of your order as soon as it is ready. This means that you may receive your order in separate parcels. The detailed order overview will be added to the last package sent to you.
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  - Where can I find the different production and delivery timings?
    
    The last tab on every product page is the delivery tab. Here you will find specific production and delivery timings.
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- Delivery information
  - What should I do if my address input is not accepted?
    
    Please check that you filled in all the necessary fields correctly. It is possible that you forgot to fill one in, or that you missed a number.
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  - What should I do if I specified an incorrect delivery address?
    
    Unfortunately, it is not possible to change anything once you have sent through your order. Your order will be delivered to the address you filled in.
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  - Can I order a product and HAVE IT delivered to friends?
    
    When ordering a product, the final step is to confirm your billing and delivery address on the delivery & payment page. If you want to send your order to other people, you can click the ‘choose friends’ button. You can add or select friends as well as their personal data. Click continue and you will return to the delivery & payment page. There you can still change or (de)select a specific delivery address.
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  - Can I deliver to friends abroad?
    
    ExtraFilm can deliver to customers abroad, but it is generally advised that you go to the website serving the country concerned. This is a faster and less expensive solution. You can consult the list of countries at the bottom of the page.
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Shipment costs for my order / product(s)
- Where can I find information about the shipment costs?
  
  The last tab on every product page is the delivery tab: here you will find the specific shipment costs. You can also find this information on our pricelist.
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- What are the shipment costs when you order different photo products?
  
  Shipment costs vary depending on the combination of products and the country they are shipped to and from. You will find an overview of all the shipment charges on our local pricelist.
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- What if my received order does not correspond to the product(s) I ordered?
  
  If your ordered product does not correspond to the product you received, you should contact your local customer services by e-mail within 7 days of receipt of your order. But please make sure you have all the required information before sending your e-mail. Customer services can only confirm the error if you provide the following: your customer and order number, the reason for your complaint and photographs of damage where relevant. The confirmation e-mail you received for your order contains most of this information.
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MY EXTRAFILM

My profile
My albums (online photos)

My profile
- How do I register and create my account?
  
  You can create your own account by filling in the Registration page.
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- Where can I consult my profile and password?
  
  Once logged in, you can see your profile and change your password by clicking on My ExtraFilm and My Profile.
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- What can I do if I forget my password
  
  If you forget your password you can click the link ‘forgot password’ on the bottom of the registration page. Fill in your e-mail address and an e-mail will be sent to you with your password.
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- Where can I (un) subscribe to the newsletter?
  There are 4 ways to (un) subscribe to our newsletter:
  - - You have the option to subscribe when you register on our website.
  - - You can go to My ExtraFilm and click on My Profile to edit your choice.
  - - You can choose to unsubscribe by deselecting the option at the bottom of our newsletter.
  - - You can go to the following link: www.extrafilm.[domain]/subscribe or www.extrafilm.[domain]/unsubscribe (ex. www.extrafilm.co.uk/subscribe)
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- How does ExtraFilm protect my personal information?
  
  We require specified information from you, such as your name, address and e-mail, in order to be able to offer our services. We use this information to transfer your orders and to send you information on our new products and services. Your personal data is very important to us: we do not share your details with other companies and we fully respect and protect your privacy. Please take a look at our Conditions page for more information.
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My albums (online photos)
- Can I create an album for my online photos?
  
  If you click on the My Photos tab you will be able to see an overview of your albums and the albums of friends. You can create an album by clicking on the Add Album button on the right hand side of the page.
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- Can I rename an album?
  
  To rename one of your albums you simply activate that album and click ‘Rename Album’ on the right hand side of the page.
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- Can I move photos from one album to another?
  
  To move images from one album to another simply open an album, select the pictures you want to move and click ‘Move Photos’. You will be asked to select the destination album.
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- Can I share my album(s) with friends?
  
  To share an album with friends simply select the album and click ‘Share Album’ on the right hand side of the page. After selecting ‘Share this album’ you will have to select or add friends. Your friend(s) will receive an e-mail with a link to your album. They will be able to see your album/photos after registering on the website.
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IMAGE REQUIREMENTS

Why do my images have to be RGB and not CMYK?
How many pixels does my image need to have?
How do I know if my file has the correct resolution?
What do the aspect ratio 2:3 and 3:4 mean? Traditional or digital format?

Why do my images have to be RGB and not CMYK?

Your pictures have to be RGB images because we only work with JPEG files and JPEG uses RGB.
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How many pixels does my image need to have?

If you are planning to order prints of digital images, then please keep in mind that larger files take longer to upload while not necessarily resulting in a better image quality. The difference in quality can be unnoticeable as long as you start with a minimum amount of pixels,.

Product	Minimum Width x Height
3.9 x 5.5/5.9 in	768 x 512 pixels
5.1 x 6.7/7.5 in	900 x 765 pixels
7.9 x 10.6/11.8 in	1024 x 104 pixels
11.8 x 16.1/18.1 in	1000 x 450 pixels
16.1 x 21.3/24 in	1100 x 600 pixels
20.1 x 26.8/29.9 in	1200 x 750 pixels
24 x 31.9/35.8 in	1300 x 900 pixels
27.2 x 35.8/40.6 in	1500 x 1500 pixels
31.5 x 42.1/47.2 in	2000 x 1600 pixels

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How do I know if my file has the correct resolution?

You will be warned if an image does not have the correct resolution while you are creating your product. A small yellow triangle with an exclamation mark in it will appear if your image has a resolution that is too low. If the resolution is fine, you will not see a triangle.
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What do the aspect ratio 2:3 and 3:4 mean? Traditional or digital format?

The image format is ¾ for the majority of digital cameras. The format is 2/3 for a classic analog camera or a digital reflex camera.

For example: print size 10:

If you want your digital image printed in the 2/3 format, then please select ‘Reframing’. Keep in mind that selecting this option will result in your image being trimmed. If you edit/alter your images with software such as Photoshop before you order, the prints may be sent to you in different formats (square, panoramic, etc).
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SYSTEM REQUIREMENTS

What to do if you have a JavaScript error?
What to do when the ‘ExtraFilm Designer’ software can’t connect to ExtraFilm?
What proxy do I have to use?
I work with a Mac.
What to do when I’m unable to install the software?
What to do if I have a problem during the rendering of my order?
Can I delete the ‘ExtraFilm Designer’ software?

What to do if you have a JavaScript error?

Try to delete the products.ini file and restart the ‘ExtraFilm Designer’ software.

Products.ini file can be found here:

XP: C:\Documents and Settings\All Users\Application Data\ExtraFilm\efUK

Vista: C:\ProgramData\ExtraFilm\efUK

Some versions of the ‘ExtraFilm Designer’ software have several product.ini files. Delete all the products.ini files and/or the pt_#.ini files.
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What to do when the ‘ExtraFilm Designer’ software can’t connect to ExtraFilm?

Check your internet connection. When you use a Firewall, make sure that the ‘ExtraFilm Designer’ software is added to the exceptions, so that it won’t get blocked. Because some Internet Security packs, like Kaspersky, can block the ‘ExtraFilm Designer’ software.
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What proxy do I have to use?

The ‘ExtraFilm Designer’ software uses the default internet settings you use to browse on the internet.
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I work with a Mac.
Web
- - When you work with Mac, we recommend to work with the most recent version of Safari for the best results.
ExtraFilm Designer software
- - So far, it is not possible to work with our offline software on a Mac.
- - But we are currently developing a special version of the ‘ExtraFilm Designer’ software for Mac.
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What to do when I’m unable to install the software?

Make sure you are logged in as administrator, because you need administrator rights to install the ‘ExtraFilm Designer’ software.

Check your security settings

Go to Tools > Internet Options > Security tab

JavaScript and cookies should be enabled.
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What to do if I have a problem during the rendering of my order?
After you have paid, the order is rendered. When you get an error message on this page, there are a few possible causes.
- Used photos too big
  - When you get an error on the render page, check the biggest file you used in your product. The rendering is done on your pc. It is possible that your computer doesn’t have enough memory to render certain big files. You can try to remove or replace the biggest file(s). Close all other applications so that more resources become available.
- Other problems
  - If you checked your photos and still can’t find the problem, send your log file (oos.log) to our customer service.
  - Oos.log file:
  - Vista: C:\Users\[account]\AppData\Roaming\ExtraFilm\efUK
  - XP: C:\Documents and Settings\[account]\Application Data\ExtraFilm\efUK
  - Copy the oos.log file
  - The ExtraFilm folders are in the ApplicationData folder which is hidden by default, you have to make them visible.
    Show hidden folders for Vista users:
    - 1. Click Organize > Folder and Search Options
    - 2. Click the View tab
    - 3. Activate the radio button for Show hidden files and folders.
    - 4. Uncheck the option Hide protected operating system files (see image above).
    - 5. Click Ok.
  - Show hidden folders for XP users:
    - 1. In explorer click Tools -> Folder Options -> Select Viewtab
    - 2. Activate the radio button for Show hidden files and folders.
    - 3. Uncheck the option Hide protected operating system files (see image above).
    - 4. Click Ok.
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Can I delete the ‘ExtraFilm Designer’ software?

Yes. In Explorer go to C:\Program Files\ExtraFilm Designer BE.
Double-click on Uninstall.exe. The ‘ExtraFilm Designer’ software will be deleted.

XP: C:\Program Files\ExtraFilm Designer UK\Uninstall.exe
Vista: C:\Program Files\ExtraFilm Designer IK\Uninstall.exe
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