Troubleshoot PrintUI uploads

Please visit Troubleshoot PrintUI uploads in the Smartsheet Help Center. Starting December 29, 2023 the Brandfolder Knowledge Base will only live on Smartsheet Help.

General Troubleshooting

Clear out the Packed Templates folder in your device under Documents > PrintUI > Templates. This folder should only contain cached packages of previously uploaded documents, not the working documents used to design the templates.

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Save a new version of your Template's InDesign Document under a new name using File > Save As. Saving under a new name will ensure you create a new asset on upload.

 

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In that new INDD, Navigate to File > Package, and create a new package. 

 

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Close out your previous templates and open the new INDD in the new package. Upload the template through PrintUI and open it in Brandfolder.

 

Typeface Errors

When following the troubleshooting steps above, if you could not package some of the fonts in your document, there is a good chance those fonts have a license restricting packaging and third-party use. Typically this is an Adobe limitation. For example, Adobe Typekit and Creative Cloud fonts will not work in PrintUI.

Another common error occurs when using an OTF and TTF font within the same typeface. For example, using roboto-medium.ttf and roboto-bold.otf in the same document will not be supported.

 

Variable Fonts

Variable fonts are not supported in PrintUI. No errors are generated when uploading, but the default typeface will be used when the template is generated. Each style will need its font file uploaded with the template.

 

File Naming / Syntax Errors

Avoid using special characters in the filename of your template, even if they are supported in some cases. Here are a few examples:

> < { } [ ] " * : ! ? + - / \ ~ ^ = .

Periods are a common culprit for upload errors, especially when used toward the end of the filename.

For example: template_document_8.5x11.indd

Different environments will interpret these situations differently, mistaking the file for a .5x11 file instead of a .indd. It's often easier to try to clean up the naming structure than it would be to find out exactly what's happening.

 

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With other special characters, a Syntax error in PrintUI will prevent similar issues from occurring later in the upload process. 

 

 

Pasteboard Errors

The pasteboard is the area around the InDesign document. If you have objects that are too far off the page, PrintUI cannot package the document correctly. Check the outside edge of the document; sometimes, objects are in hidden layers.

 

Overset Text Errors

Overset text occurs when a text frame is too small for its text. Ensure no hidden text extends beyond the text frames, especially when pasting in large amounts of copy.

 

Multi-page, Large, and Complex Documents

Even with limited replacement options, any template with 2+ pages can be prone to timeout. Timeouts are not directly related to file size, number of pages, and number of images, but rather, it is a combination of these various factors. When dealing with large and complex documents, your best option is to rasterize background layers.

To quickly rasterize the background layer:

  1. Toggle visibility on the foreground layers.
  2. File Export - Choose a raster format in the desired quality.
  3. Replace the Background layer with the exported results for each page. 

Limited Vector Replacement

When vector images are utilized as a placeholder within a template, they must be rasterized. This will help to reduce complexity and ease upload times.

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