Original Files allow you to offer full resolution file downloads from your PhotoBiz account. You may run into an issue where your clients are reporting that their files are being compressed, this is a troubleshooting guide that covers the most common issues our Passionate Support team has encountered with Original Files.
File Was Upload Prior To Original Files Was Added
If you uploaded a file prior to adding the Original Files option, you'll need to reupload the file so the full resolution size image is stored on your account. Images that have the Original File version on your account will display a OR on the top right thumbnail on your control panel. Any images that are smaller than 4MB or uploaded prior to adding Original Files will not have an OR on the thumbnail so you can see the difference between the two types.
With Original Files, there is no compression on your images. Your images will be uploaded exactly as they are. You will be able to keep image files up to 50MB each. This is a great solution for digital downloads and for having backups of your images.
Check To Make Sure Digital Image Downloads Are Set For Original File Resolution
If you're offering free or paid digital images or digital packages, double check to make sure the version of the file that is included is the Original File option and not the Web Resolution or High Resolution option.
Check Your File Size On Your Computer/Device Prior to Upload and Compare With Original File Download Size.
When you upload with Original Files there's zero compression and the file is uploaded as is. Files larger than 50MB will not be uploaded. If you've confirmed that the file was upload after you added Original Files to your account and your download settings are configured properly. The next thing to check is the size of the file that is being downloaded vs. the size of the image prior to upload. If the file you have on your device is smaller than intended, you'll want to reupload once you've got it ready.
Make Sure Your Client Has Unzipped Their Digital File Download
When your client receives their original file download, it will be in a .ZIP file format. They'll need to unzip (extract) that file to decompress the downloaded zip file and have access to the original file that you uploaded to your account. You can find instructions on how to Unzip files for both Windows and Mac (Apple) users below:
Original Files Was Cancelled Prior To Client Download
If you cancel the Original Files option on your account, the original file size version of your images are automatically removed from the servers. To reinstate the original file size of images after Original Files is cancelled, you'll have to reupload the images.
Client Downloaded an Individual File on Their Phone
When clients download an individual image from their gallery on a phone, the image may be compressed, meaning they won't get the original resolution. To ensure full-quality downloads on a mobile device, clients should use the download icon in the upper right of the gallery to download all images at once. This will generate a .zip file that can be saved to the phone's files app. After unzipping the file, clients will find a folder containing the original resolution images, which they can then save to their camera roll.
If they prefer to download individual files in original resolution, they should access the gallery from a computer.