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Frequently Asked Questions: Software & Mobile App

I’m receiving an error saying that many pages are empty, but my images are on the page. Will the page be printed empty?

When a warning appears stating that there are empty image placeholders on some pages, it means that there are some frames in the template that haven’t been filled. If you are happy with the layout of your CEWE PHOTOBOOK, you can ignore this warning and place your order. It is possible that you added your own image that covered a placeholder. Please be assured that the empty placeholder image will not be printed in your CEWE PHOTOBOOK.

I’m receiving a load balancing server error, what should I do?

The ‘Load balancing error’ appears when the software has difficulty connecting to the Photo server.

Please check that your firewall and antivirus settings are allowing the software to connect to the internet.

Please also check that the proxy settings within the software are set to ‘Use system proxy’. This setting can be found by clicking on ‘Options’ on the toolbar, and then ‘Network’.

If you are ordering from a workplace computer or network, please check with your IT department, as their settings may be preventing the software from making a successful connection.

I can't see all of the software, why is this?

If you are unable to see all of the software then it may be that the screen resolution is not set up correctly. Please see below the resolution needed for each screen type:

14-15 inch – 1024×768
17-19 inch – 1280×1024
20-23 inch – 1600×1200
24 + inch – 1900×1200
17-18 inch Widescreen – 1280×800
19 inch Widescreen – 1440×900
20-23 inch Widescreen – 1680×1050
24-29 inch Widescreen – 1920×1080 to 1920×1200
30 + inch Widescreen – 1920×1080 to 2560×1600

If you are using a notebook then sadly this will not show all of the software as currently the software is not compatible with netbooks.

How do I know if my images are suitable?

The software has a built-in quality indicator on the toolbar. This shows a green smiley face for good quality images, orange for acceptable quality, and red for low quality. Please note that this takes into account the image size only, and not the content, so if your image is blurred (e.g. camera shake or poor focus), this will not be shown on the quality indicator.

If your image is showing an orange or red face, you can resize your image. This will improve the print quality (as less stretching will occur).

We print at 300 dpi.

How do I send you a screenshot of error messages or feedback on your website?

You can do this by holding down the Ctrl button at the bottom left of the keyboard and then at the same time pressing the Prt Sc button (found at the top of the keyboard next to F12).

You can then paste this onto a blank word document by opening word and pressing Ctrl and V together. This will then capture your computer screen as you see it. You can then save the document and email it to us as an attachment.

Sending a screen shot on a Mac

  • Command+Control+Shift+3: take a screenshot of the entire screen, and saves it directly to the clipboard for pasting elsewhere
  • Command+Control+Shift+4, then select an area: takes a screenshot of the selection using the rectangular drawing box, and saves it to the clipboard for pasting elsewhere
  • Command+Control+Shift+4, then space, then click a window: takes a screenshot of a window as specified by the hovering snapshot cursor, and saves that capture to the clipboard for pasting
The images appear pixelated and not crisp

The images that show within the software are representations of your images and this is to help the software run smoothly on older PCs. If you are happy with your images out of the software and when it is selected within the software you can see a green smiley face on the toolbar, this means it will be a high quality print at that size.

Where should I save my images?

We recommend images to be stored directly in a folder on the hard drive. Images should not be stored on an external hard drive as this can cause issues when trying to place your order. If your images are already stored externally then we advise you copy them directly to your hard drive.

What is the best resolution to send my images at?

The resolution of your photos should be based on 300 ppi (pixels per inch) in relation to the printing size in your layout. If your photos have a resolution of more than 300 ppi in relation to the printing size, the CEWE Photoworld creator software will automatically down-size to 300 ppi.

If you change the size of your image in the layout, or if you only use an image section or if you zoom, the resolution will be adjusted accordingly.

An important tool to check the resolution of your images based on their size is the smiley in your CEWE Photoworld creator software. It can be found in the top menu bar and will be red, yellow or green. If you click on the image and the smiley is green, the resolution is high enough to ensure that you are not decreasing the quality when your product is printed or exposed. This is still the case if the resolution is less than 300ppi in relation to print size. The threshold varies depending on printing method and printing material. If the smiley is yellow, the resolution is still ok, but not optimal. If the smiley is red, we strongly recommend downsizing your image, so the image quality will reach the yellow or green standard.

How do I use the red eye remover?

To use the red eye remover within the software you need to select ‘options’ then a box will appear. Click on ‘photos’ the at the top you will see the red eye correction option. You can set it to completely remove the red eye from all images or you can set it to ask you for each photo.

You cannot action this option when ordering directly from the website so you would need to download the creator software to use this function.

What is Red-Eye-Correction?

Red eye can occur in images if flash was used in a dark environment. The light flashes through the widely opened pupil onto the retina, i.e. the red inner part of the eye.

In the CEWE Photoworld software you can change the red-eye-correction settings under “Options/Photos” as follows:

  • Ask for each photo
  • Always reduce red eye automatically
  • Do not automatically reduce red eye

If the red eye correction is turned on, you can see the effects directly in the editor.

In the CEWE Photo Show you can also use the red eye correction in a more detailed way for individual images. In the menu “Settings for red eye reduction” you can either do a search for all red eye in the entire image or you can select a certain area where the red eye can be found. The latter is recommended if the automatic search doesn’t find the red eye.

Do you sharpen images?

We always sharpen images slightly. This is independent on the AIC being turned on or off. We recommend to not sharpen images significantly using external software

Can I change my screen settings to match your printers?

The colour space of your screen is larger than the colour space of printers. The possibility to print exactly what you see on your screen is therefore limited. In addition improper settings and technically inadequate screens can lead to colour deviation.

The ambient light also influences the colour perception. So differences between your screen display and the printed colour is normal to a certain degree.

If you adjust your screen settings as followed you will get the best results:

  • Colour Temperature: 6500 Kelvin
  • Gamma: 2,2
  • Illumination: approx. 120-160 cd/m² (also dependent of ambient light). 160cd/m² correspond to an illumination level of 500lx.

If you have a measurement device (spectral photometer) and the respective monitor calibration software, you can also follow the instructions in your software. If you don’t have those tools available (this is the case for most customers), we recommend using the contrast and brightness settings in the following document:


Please open the image from the link above in any photo editing software or your CEWE Photoworld software and maximize the screen. Your monitor allows you to change the settings of the colour temperature, contrast and brightness. Those settings are independent of your computer.

  • Adjust the colour temperature to 6000 – 6500 Kelvin
  • Maximize your contrast
  • Now decrease the brightness until the dark Q (left side of the image) is barely visible. Also the light Q (right side of the image) should barely be visible.
What colour space do you use?

A colour space is a set of colours that can be displayed by an image giving media. Depending on your software settings and the hardware that you are using colour spaces can vary.

The colours used by most digital cameras are adjusted to the sRGB colour space, because this is the colour space that has established itself as the worldwide standard for screen display.

To meet the requirements of as many customers as possible, we base our automatic workflow on sRGB colours that are then converted to the outputting systems with the help of ICC profiles. For digital printing processes we convert the sRGB colours to the CMYK colour space shortly before printing.

All CEWE PHOTOWORLD software versions 4.6.1 or newer allow for embedded RGB-ICC Profiles. Images in AdobeRGB, ECI-RGB or ProPhotoRGB colour space will be interpreted correctly in these software versions.

If you send us your images in any other colour space, we suggest you take the following steps to ensure the optimal colour results: Convert your images to sRGB (e.g. in Adobe Photoshop go to “Edit” and then “Convert to Profile”). Afterwards please integrate your images into the layout of your CEWE Photoworld product.

Colours can vary even if a professional colour management is in place, because differences between the monitor colour space which is a luminous media and the output colour space which is a reflecting media can’t be avoided 100%. Other factors such as the light situation of the environment are also influencing the vision.

I open my project but it is blank

When a project saves on your computer, it is saved as 2 or 3 different files. If you have called the project ‘wedding’ for example,  then you should see the files shown below, which should all be saved in the same location.




If the project won’t open correctly then the most common cause is because at least one of the above 3 files have been moved and the 2 or 3 files are no longer all stored in the same place. You simply need to search the hard drive (C Drive) for MCF and find where every MCF file called ‘wedding’ is stored. If you find one that has been moved, you can copy and paste it back to the original folder so all 3 files are back in the same place.

To Search the Hard Drive on a Windows computer:

  1. Go to My Computer
  2. Double click on the C drive icon
  3. Click on the file that says USERS
  4. Then in the search tab in the top right type mcf
  5. Look for the folders relating to the missing project, in the example ‘wedding’, and write down where they are all stored
  6. If you can see one of the files in a different place to the others, right click on it, then copy
  7. Then go to where it should be saved with the others, then right click and paste it
  8. All 3 files should now be together
  9. Finally to get the work back, double click on the file named ‘wedding.mcf’ and it will now load
Why am I getting an Error 500 / software cannot connect message?

Error code 5000 load balancing server error occurs because something on your system is blocking the connection to our server and is preventing you from sending the data to us.

Firstly if you are on a work computer it may be that a Proxy has been put in place and you would need to speak with your IT team as they will know the code.

If this is your home computer it is more likely to be your antivirus package. Because you actually have to upload data to us, it is slightly different from ordering products from the Internet in the usual way and this type of connection is being blocked by your system as a potential security risk.

To enable your order to complete you will need to allow our program through your antivirus software by adding our program to the exceptions or trusted list. This is something that you will need to do on your system and if you are unsure how to do this we would suggest that you contact the company that provides your antivirus.

My MAC won’t let me download the software. It keeps saying I can only download from the App Store, what I should do?

Please follow the link below, this will walk you through on how to change the settings on your MAC so that you are able to download software that isn’t in the App Store:
Link: http://support.apple.com/kb/HT5290

Why can I not download the software?

If you cannot download the software we advise that you check you meet the necessary system requirements.

Please see information below:

Windows Requirements

Operating System: Windows 7 or higher
Processor: 1.4 Ghz
Memory: 2GB RAM
Available storage: Minimum 5 GB (recommended)
Minimum Screen Resolution: 1280 x 1024

Mac Requirements

Operating System: Version 10.10 or newer
Processor: 1.4 Ghz
Memory: 2GB RAM
Available storage: Minimum 5 GB (recommended)
Minimum Screen Resolution: 1280 x 1024

Please note – Not suitable for notebooks

Please also check if you have any popup blockers installed on your system as this can often prevent the software from being downloaded.

Please ensure you stay connected to the Internet for the whole download process as the software can download in parts and may need to reconnect.

Please also check your antivirus software and add trusted URL. Most firewall programs should either have the option to set an exception for trusted URLs (in this case http://orderport01.photoprintit.de ) or to allow the installer to communicate through the firewall.

What is AIC and how do this work?

Automatic Image Correction (AIC) is something that is applied to your order once you have uploaded it so you will see no visible change on the data prior to you uploading it. It is applied to your order during the print process.

The AIC will enhance colours within your images. We advise for any images that are edited externally that you deactivate this function.

You can check whether Automatic Image Correction is turned on or off by right-clicking on your image. There will either be a green tick or red cross next to the Automatic Image Correction option on the popup menu (green for on, red for off).

If you are ordering via the website then the AIC is automatically applied to your images.

If you are ordering a Photographic paper CEWE PHOTOBOOK we recommend that you activate the AIC.

What do I do if I get an error message when placing the order via the software?

The software has a Debug activation tool built into it which records and logs actions taken. To run this report please follow the instructions below:

  • Please click on “options” and then “about”.
  • There will be a section called “support”, on this page you will need to click on the box that says “generate debug outputs for support”.
  • This will create a file name. Once you are happy with this press ok and it will start the debug.
  • Use the software as normal and when the error has been located the debug will record this.
  • Please save this debug file, along with a screen shot of the error code and attach them to an email and send to our customer support team.
Why does my text look pixelated in my order?

Text will appear pixelated on screen if it has been copied and pasted from any other external program or if the text has been converted to Jpeg. We advise all customers to enter the text from the software provided.

My images are saved in Picasa, can I use them to create my order?

Some customers experience issues where the pictures held in Picasa cannot be shown correctly in our software.

We advise to export those pictures to a folder on your computer. Alternatively you can rewrite them in our Photo Show software or similar program. Afterwards the images can be used again.

I want to change the paper type, how do I do this?

You might find it useful to view our video tutorial on How to Change the Size, Paper or Cover Type of Your CEWE PHOTOBOOK here >

Alternatively read below for a step by step guide:

When you have software open in front of you with the project open, on the right hand side above the “add to basket” button there will be a dark grey button with the breakdown of your CEWE PHOTOBOOK.

Select this and a pop up will appear, this will give you the option to change things like the cover type, paper type and the page number. Select the drop down on the paper type and select the new paper you wish to change to.

In this section you will be able to change the page number, and cover type too.

How do I create a CEWE PHOTOBOOK?

You might find it useful to view our video tutorial on How to Make a CEWE PHOTOBOOK here >

Alternatively, please read below for a step by step guide:

To get started creating your CEWE PHOTOBOOK you would firstly need to download the software by clicking on the download button on our website. (If the download does not start then please check the top of the screen as it may have been blocked by your pop up blocker).

Once the software download is complete you can then click the shortcut icon on your desktop and the software will open.

Please choose the type of CEWE PHOTOBOOK that you wish to create and you can now start the creation process.

The first thing that will load is the photo assistant. When using the software for the first time we would advise that you select the “Create without assistant”option, as this allows you to get used to the software.

Your images appear on the left hand side of the screen and you can drag them across to the page and drop it into the templates.

To delete any image or template you can right click and select delete. To change your text on the cover please click on the text box and it will then become active so you can delete and redo your text. The text functions can be found in the text section of the tool bar in the top of the screen. Here you can also make changes to your font size and colour etc.

The software allows you to customize your layout so you can use our layouts that are found in the layout tab on the left hand side of the screen. We offer many types of layout and you will see there is a drop down menu to select how many images per page you would like and you can then scroll up and down to select your desired layout. When you have found the layout that you wish to use then you can drag it across to the page then switch back to the images tab to start adding your images.

If you wish to have just an image to fill the whole page you can select this as a background to ensure that it is sized to fit. To select an image as a background you need to right click on the image before dragging to the page and select the image as background option.

You can select the image to appear as a background on the left, right or both pages.

Finally the templates available are a guide only, it is possible to click on a template and adjust it if you wish. When a template is active it will show a yellow line all around it and red boxes in each corner. You can adjust the size of your template by dragging from the corners with a left click of the mouse.

We hope that this information helps but should you have any further queries please feel free to contact us as we will be more than happy to help you.

How do I create a collage on a CEWE PHOTOBOOK

Simply hold the control key on your keyboard, highlight the images you’d like to create a collage with, then while still holding the control key, right click for options and select the collage option.

Can I remove the text box from the spine of my CEWE PHOTOBOOK?

You cannot remove the text box from the spine however if you leave this box blank then nothing will print on the spine. As a double measure you can click on the preview button located on the toolbar at the bottom of the screen and the preview will show you exactly how this will print.

What file type should I use?

You can use images saved in all established formats (BMP, JPEG, TIFF, PNG), however TIFF files with LZW-compression cannot be used. We recommend saving your files as JPEGS to avoid complications.

Please use the RGB or sRGB colour format to ensure that the colours will remain as close to your digital photograph as possible. If your photographs are in the CMYK mode, please convert them to RGB.