The analytics show only data that was captured within the Deployment time range that you have set in your Deployment settings (see Create a new Deployment). Make sure the Deployment time range of the affected analytics are for is correct. You can also https://upreach.atlassian.net/wiki/spaces/UHC/pages/81461253/Change+analytics+time+frame+temporarily.

There can be several reasons:

1. Your internet connection is too slow. Try a different Wi-Fi/network, restart your router or contact your local network administrator.

2. Your browser or computer is overloaded. Try to reload the page, restart your browser, restart your computer or try a different browser.

3. The UpReach Cloud is currently being updated or temporarily not available. Try again later.

Please restart the device (see Restart or shut down the Photo System) and wait until the UpReach App is started automatically. Do not try to open it manually!

If this does not solve the issue, please reinstall the latest version of the UpReach app: Update the UpReach App

If the background removal does not work well, parts of the people are removed or it’s in general very noisy/pixelated, you might have to correct your Chroma Keying color adjustments. Usually the “default” setting does pretty well as it automatically adapts to changing conditions.

Another reason could be bad lighting - as Chroma Keying heavily depends on the color of your backdrop/background, good and even lighting is required to make it work well. Shadows, sunlight or any other irregularities will decrease the quality of the result.

There can be several reasons for this:

1. The user has entered an invalid email address or phone number. Make sure to always enter correct data (watch out for typos!) or use the QR code sharing instead (if included in your Config).

2. Your internet connection is not good enough. Please try a different network or wait until there is a better connection available (all photos will be sent automatically when the connection is good enough again, see Upload queue (automatic offline mode)).

3. The UpReach Cloud is temporarily down due to an update or some other issue. Please be patient - when the Cloud is available again all users will automatically receive their photos.

4. If the solutions above do not help please contact the 👩‍💻 UpReach Support.

1. Use a local Wi-Fi network: Connect to Wi-Fi

2. Use a local LAN/Ethernet connection: Connect to LAN/Ethernet

3. Don’t do either of the above options to use the device’s backup mobile LTE connection.

4. If the mobile LTE connection is not working, try unplugging the System’s power connection, wait for 15 seconds and then reconnect it to power to start it again (this reboots the LTE router). But as the mobile connection heavily relies on the mobile reception on your location we cannot guarantee availability.

5. If none of the above options help there is not much left to do - please contact the 👩‍💻 UpReach Support for next steps.

The UpReach App is a performance-heavy image processing software which consumes lots of computer resources. Due to this there can be many reasons why the App runs slower than usual. Try the following steps one after another to speed up the processing again:

1. Restart or shut down the Photo System. This helps in most cases.

2. Quit all unnecessary background processes and apps

   1. quit TeamViewer & Dropbox

   2. pause/cancel all Windows updates

   3. quit all other softwares that might be running in the background

3. Change your Configuration settings to reduce the process load

   1. disable color filters

   2. reduce the photo and/or layout sizes

   3. reduce the number of frames in your animation

   4. reduce the animation/video duration

   5. disable chroma keying

4. Update the UpReach App to the latest version

5. If none of the above options help there is not much left to do. Please contact the 👩‍💻 UpReach Support for next steps.

• Make sure that email attachments are enabled in the 7. Sharing Settings of your Configuration.

• If you use an Advanced HTML email design, make sure you’ve set up your HTML correctly.

• Microsoft Outlook does not support video or animated .gif files in emails. Try opening your email in a different email client.

• Make sure to read our advices for positioning the system and lighting conditions in the FAQ 🇬🇧.

• Adjust the in-app Camera settings manually or use our default settings to improve image quality.

• Increase the resolution of the Layouts/Scenes in your Config and upload designs with an according resolution

• The system starts when its set up and connected to a power source as described in the FAQ 🇬🇧.

• If the system is not starting please check:

  • Is the system plugged in and the wall-mount/power-source active? Test the power source first with a different device to be 100% sure it’s working.

  • Is there any visible damage to the cables and plugs?

  • Is the light around the camera active, but the display is black? This might hint to a computer or cable issue, please contact the 👩‍💻 UpReach Support.

The reasons for your system not printing can be caused by different causes, please follow these questions to identify the error:

• Is paper and ribbon correctly inserted into the printer? Please reference the guide for inserting paper Reload/insert printer consumables or use the manual that came with your system.

• Is the printer and booth switched on and are the LEDs on front of the printer active?

• Is the printer jammed? If so please use the guide on Unclog jammed printer to un-clog the printer

• Make sure the Booth and Print terminal are both connected to a power source.

• Check if the USB Cable between Booth and Print terminal is plugged in

• Check if the power cable and the USB-Cable on the back of the printer are loosened or not plugged in. Detach the housing of the upper part of the print terminal to do so.

• Make sure there is no visible damage to any of the power or USB-cables

Under certain circumstances the paper or ribbon in the printer might jam, causing the print to fail. Follow this guide to Unclog jammed printer.