Below is a list of questions asked by our customers. The most recent questions are at the top.
Is there a maximum number of backgrounds you can offer?
No, you can offer as many backgrounds as you like
Some images are not properly displaying the head guide (aspect ratio). How do I fix this?
Artefact faces are the most common cause of head guides not displaying correctly. Remove any unintended faces (including a second subject) so that only one face remains in the image. This should allow the head guide to display correctly.
Can I change an image’s filename after it’s been imported?
No. Once an image is imported, its filename cannot be changed. Renaming it will break the database link, and the image will no longer be found. If you need a new filename, you must reimport the image under that name and remove the old version.
However, you can use Rename Refresh to switch to the image with the same name regardless of the extension (e.g., from JPG to PNG).
If your goal is to create images with alternate filenames, use Export in Images Mode (Images > Export…>Setup), which allows filenames to be generated from data fields.
How do I remove or delete Products in tsAdmin (Timestone Administrator)?
Products can be managed under the products tab of tsAdmin. To add a new package, use the green plus icon. To duplicate a product, use the blue and white rectangle icons. To remove a product, use the red X icon.
Be careful when removing products since this will remove them from any offer that they are called up in.
How can I export images as black and white?
In Images Mode, filter or select the images you want to export
Select Images > Export
Click the Setup… button
In the Color: section, select 8 bit
Set all other options as desired
Click OK to export the images as black and white
Figure 1: Selecting 8-bit (BW) jpegs
In CapturePost, how do I rotate to vertical orientation?
You can’t rotate the images in CapturePost once it has already come in. You can set the images to auto-rotate as they come in via File>Setup>Image processing. If using version 4.11 or later this also includes having it auto-rotate as per the camera’s exif rotation.
How do I duplicate a column in Details Mode?
Presumably, you want to duplicate all the data from one field to another. The easiest way is to use Populate Field.
Let’s call the column (field) you already have Original and the new field Duplicate.
Make the Duplicate field in either Details Mode (Edit > Fields) or in tsAdmin. Call it something different to the original field. We will call it Duplicate
Go to Populate Field (Subjects > Populate field)
At the top under Populate this field select the Duplicate field from the drop down list
Lower down under Fixed text, enter @Original
If needed select further options to restrict which folders or subjects’ data will be copied
Click OK to copy data from the Original field to the Duplicate field
Figure 1: Using Populate Field to duplicate a field
Why are my orders not showing in the queue?
There could be several reasons. Here’s some things to check.
Templates - are the templates available to the job? Do a Templates Report (Help>Templates Report) or have a look in Point ‘n Click Mode
Offer - is the offer set for the job? Check in File>Properties.
Reprocess the orders - go to Orders Mode and re-process orders if you fix or change templates and/or the offer
Filters - make sure your filters in Queue Mode are appropriate
Online orders - have they been downloaded and, if needed, identified? Could they have been mistakenly been set to download to Fulfill instead?
When trying to download orders into NeoPack I am getting an “Invalid URL” message.
Go to File>Options>Portal and enter the credentials for your website. These are the same as those you use to connect tsIOS, Fulfill and the Control and Service panels.
What is the ‘Cannot write file “____” to disk’ Error?
The error message ‘Cannot write file “____” to disk’ often occurs when a file name contains unintended leading or trailing spaces. This is a common issue when using subject names as part of the output file name.
In Timestone, fields such as the subject name may contain hidden spaces that are not visually apparent when working within the software. While Timestone itself does not flag these spaces as problematic, operating systems typically reject file names that begin or end with a space, causing the file write operation to fail when the system attempts to create or save the file.
TIP
Look at the listed filename carefully in the error carefully. If the Space is before the file name the user will be able to notice a small extra space between the start of the filename and the “ character, eg “ Jane Doe.jpg”. If the space is trailing the filename the user will notice a space between the filename and the extension, eg “Jane Doe .jpg”.
I am getting an error when trying to download orders into NeoPack - Unable to read orders from the server. HTTP 404 not found - Incorrect job key
This indicates the job is not online. There is no job online with the same job key as the currently open job.
What is the “Cannot Find Bitmap Image” error?
The “Cannot Find Bitmap Image” error is the system's indication that it cannot find the image. Check the image paths and make sure that the path and the images are set to the appropriate location.
If the user is using SQL jobs, then the application looks for the image paths when a job is opened. If the user is using TNJs, the apps look for the associated path when the app is opened.
Additionally, it is possible to use the “Check..” feature in Images Mode, under Images> Check, to have the system check the paths and ensure that all images are accounted for.
I'm trying to do up some ID cards for a school and they want their email address on it but when it put office@acmehigh.edu I only get office.edu. How can I fix this?
You need to put in two @ symbols like this office@@acmehigh.edu.
How can I make an image on the template partially transparent?
Use the set mask took for this, it's made for the purpose. The icon is to the left of the little stick men on the toolbar. You can load your own mask or make one at say 50%. This embeds the mask into the image hole.
It is also possible to add a mask to the image in Image Mode itself but this will make the image partially transparent wherever it is used.
Error: MySQL Error (1062) Duplicate entry ‘MFGT34D8’ for key images.Images_ImageKey
This can occur when importing or merging a TNJ into SQL. Uncheck the ‘Match Image Keys’ option at the bottom of the import/merge window. This option is generally not needed.
How do I import group names?
You do so in Names Mode of NeoGroup. Names > Import row/positions… From the pop-up window, select the Setup button to map the fields in the text file, then select your text file and hit OK.
Most commonly, the text file needs 4 fields - Folder, ID, Row, Position.
We are getting an invalid URL error message when attempting a knockout in NeoPack.
Most likely, the Host has not been entered into the NeoPack connect window when launching it or was entered incorrectly. The Host is the full address of the Cloud Agent computer, including the http:// a at the beginning and the port at the end.
The format is: http://{cloudagent}:{port}.
For example: http://192.168.5.15:8080.
More information here:
I need a Report that lists the subject’s home folder, but also all his extra folders.
You can get this report from the Subjects (export, email, close orders.. ) report in tsPortal. The report included an Extra Folders column. The report can be filtered before exporting to a CSV.
How to set up Point and Click?
There is nothing to setup. When you go to Point and Click mode, you should be able to select a subject (or family or folder) and click on a template. This will add the product to the queue. If the templates are not visible, check your Template Paths
How much is Timestone Software? How much does it cost? What are the fees associated?
It will depend on the applications you need, whether you will be using the Internet Ordering System, and the integrated Knockouts system for background removal. Please contact us to discuss your needs.