Chapter 4 - Troubleshooting

4.0 Introduction

This chapter consists of two parts. Section 4.1 presents solutions to problems you might occasionally encounter when using PhotoGrav. Section 4.2 specifies how to get technical support for any further difficulties you might have with PhotoGrav.

4.1 Solutions to PhotoGrav Problems

4.1.1.1 Problem

    I click the PhotoGrav icon (the twirled star) to start PhotoGrav and absolutely nothing happens.

4.1.1.2 Solution

    There is probably another copy of PhotoGrav currently running in a minimized window. Check the Windows TaskBar for any minimized PhotoGrav icons and close any running versions that you find. Then try again to start PhotoGrav. If this does not solve the problem, seek technical support as specified in Sec. 4.2.



4.1.2.1 Problem

    I tried to "Print" directly to my engraver from the PhotoGrav program and it did not work. Why not?

4.1.2.2 Solution

    PhotoGrav does not currently recommend trying to print directly to the specific "Printer" drivers supplied with most laser engravers. To engrave, save PhotoGrav's "Engraved Image" to disk and use the program that you normally use for engraving (for example, CorelDraw), to send that image to the engraver. The "Engraved Image" produced by PhotoGrav is a binary image and should NOT be resized nor rotated once produced.



4.1.3.1 Problem

    Occasionally one of my engraved images from PhotoGrav has a funny checked pattern.

4.1.3.2 Solution

    This problem is probably caused by one of two conditions: (1) Your image dpi does not match your engraver dpi, or (2) Your image has areas of solid gray tones, a common occurrence for exported clip art, and PhotoGrav's processing causes repetitive patterns in these solid areas.

    To correct the problem: (1) Change the dpi of the input image and/or make sure the machine dpi is set correctly OR, (2) Use the PhotoGrav "Noise Gain" function (see Sec. 3.4.3) to break up any patterns.



4.1.4.1 Problem

    The PhotoGrav installation program will not run to completion. It complains about some file not available because it is currently being used by some other program.

4.1.4.2 Solution

    Make sure that you have closed all running programs before attempting to install PhotoGrav. If you are on a network, log off the network before beginning the installation. Novell networks in particular seem to cause installation problems for some programs.

4.2 Technical Support

    Before requesting technical support, please:

• Check the preceding section, Sec. 4.1, for the possibility that your problem is already addressed in that section.
   
• Check the appropriate section of the user guide for detailed information about the PhotoGrav component that is causing you difficulty. Chapters 2 and 3 are essentially reference chapters and contain very detailed information that you might have overlooked in your first perusal of the document.
  

    When you have determined that you definitely need technical support, the most efficient manner in which to receive that support is via email. The next most efficient means of requesting support is by FAX. However, if you need an immediate response, or if the email or FAX response is for any reason inadequate, then call one of the appropriate numbers listed below. Technical support is available Monday through Friday, 9:00 a.m.. to 5:00 p.m. (Eastern Standard Time). 

    When requesting technical support, whether by email, FAX, or phone, please have available the following information:

• Your full name and the name of the registered user, if different.
   
• Your street address, phone and fax number, and email address.
   
• The version number and the serial number of your copy of PhotoGrav.
  
  Both of these numbers should be available in the "About PhotoGrav" dialog box accessible on the Help menus while executing the program. The serial number should also be available at the bottom of page i of the PhotoGrav User Guide.
   
• As much of the following system information for the computer you are using as possible:
  

  • Make and model of the machine
  • Operating system
  • Quantity of memory

• If you are have difficulty getting good engraving results then also have your laser engraver information ready as well (i.e. make, model, max speed, max power and the resolution (dpi) that you are engraving). Refer to Appendix 1—Engraving Tips.
   
• A detailed description of the problem. Please try to list the steps and conditions which led to the problem and any error messages that were encountered.
  

    For support with the PhotoGrav program itself, e.g., something doesn't seem to work right when PhotoGrav is executed or some sort of error is reported during execution, contact:
 

Email:     [email protected]
Web:       www.photograv.com
FAX:      (574) 534-5047
Phone:    (574) 534-0906
Address: See our web site for current address

    Comments about PhotoGrav's current performance and suggestions for improvements and additions to future versions would be appreciated and can be emailed or mailed to the address provided on our web site at www.photograv.com.