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Original File Download Troubleshooting

Jun 25 2026 | By: PhotoBiz Knowledge Base

Troubleshooting Original Files in PhotoBiz

Overview

Original Files allow you to store and deliver full-resolution image downloads from your PhotoBiz account. This is helpful when you want clients to receive the highest-quality version of their purchased or free digital images.

If a client says their downloaded images look compressed, the most common issue is that they are viewing or saving the images before unzipping the download file. PhotoBiz image downloads are delivered as a ZIP file, and clients must unzip the file before accessing the original-resolution images inside.

This guide walks you through the most common reasons a client may not be seeing the expected original-resolution files and how to troubleshoot each issue.

Start Here: Ask Your Client to Unzip the Download File

PhotoBiz image downloads are delivered as a ZIP file. A ZIP file is a compressed folder that contains the downloaded images. Your client must unzip, extract, or expand the ZIP file before opening or saving the images.

If your client opens the ZIP file preview without extracting it, saves images directly from a preview, or downloads images on a mobile device without unzipping the file, the images may appear smaller than expected.

Ask your client to fully unzip the downloaded file first, then open the image files from the unzipped folder.

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Confirm Original Files Is Active

Original Files must be active on your account before PhotoBiz can store original-resolution versions of your uploaded images. With Original Files, you can upload image files up to 50MB.

Without Original Files, your Website Package allows files as large as 4MB to be uploaded. Files larger than 4MB require the Original Files upgrade.

Original Files only applies to files uploaded after the upgrade is active. If an image was uploaded before Original Files was added to your account, the original-resolution version was not stored. You will need to reupload the image after Original Files is active.

Check for the OR Badge

Images with an original-resolution file stored in PhotoBiz display an OR badge in the top-right corner of the thumbnail.

If an image does not show the OR badge, it may mean one of the following:

  • The image file is 4MB or smaller.
  • The image was uploaded before Original Files was active.
  • The original-resolution version is not stored on the account.

If the image was uploaded before Original Files was added, reupload the file after Original Files is active.

Confirm the Download Resolution Setting

If you are offering free or paid digital images or digital packages, check the download resolution setting. The download must be set to Original File Resolution for the client to receive the original-resolution version.

If the download is set to Web Resolution or High Resolution, the client will not receive the original file.

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Compare the Uploaded File Size to the Downloaded File Size

The downloaded Original File should match the file that was uploaded, as long as the file was uploaded after Original Files was active and the download is set to Original File Resolution.

If the uploaded file was already compressed, resized, or exported at a smaller size before uploading, the downloaded file will match that smaller file.

Before reuploading, confirm the file size on your computer. If the original file is smaller than expected, re-export it from your editing software at the correct size and quality, then upload the new file to PhotoBiz.

Ask How the Client Downloaded the File

For best results, clients should download original-resolution images from a computer. This makes it easier to download the ZIP file, unzip it, and access the full-resolution images.

If a client downloads an individual image from a Client Gallery on a mobile phone, the image may not download the same way as a full ZIP download.

If your client is using a phone, ask them to use the Download All option in the gallery. This downloads the images as a ZIP file. They can then unzip the file in the Files app and save the images to their camera roll.

Check Whether Original Files Was Cancelled

If the Original Files add-on is cancelled, all original-resolution versions stored through Original Files are deleted from PhotoBiz servers.

This does not delete the standard versions of your images from your account, but it does remove the stored original-resolution files.

To offer original-resolution downloads again, you must reactivate Original Files and reupload the images after the add-on is active.

Troubleshooting FAQs

Why does my client think the files are compressed?

The most common reason is that the client has not unzipped the downloaded ZIP file. Ask them to extract or expand the ZIP file first, then open the image files from the unzipped folder.

Why does the downloaded file not match the original image on my computer?

Confirm that the image was uploaded after Original Files was active. Also confirm that the download setting is set to Original File Resolution. If the image was uploaded before Original Files was active, you will need to reupload it.

Why does an image not show the OR badge?

An image may not show the OR badge if it is under 4MB, if it was uploaded before Original Files was active, or if the original-resolution version is not stored on the account.

What happens if I cancel Original Files?

Cancelling Original Files deletes the original-resolution versions from PhotoBiz servers. To restore original-resolution downloads, reactivate Original Files and reupload the images.

Should clients download from a phone or computer?

A computer is recommended for original-resolution downloads. If the client is using a phone, ask them to use the Download All option, unzip the ZIP file in the Files app, and then save the images to their camera roll.

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