If you find that printing is not working with PBU, confirm one of the following scenarios:


1. The Print button does not appear once a photo session is completed:

  •     Confirm The Helper Tool is running (It MUST be running and logged in to print)
  •     Confirm your Event was created correctly in the Event Manager, and you have enabled Printing
    • If you are ONLY printing and not sharing, you may select the 'Just Printing' event in the PPU/Helper tab. There is no need to create an Event in the Event Manager.
  •    Confirm You are connected to wifi, and there are no firewalls enabled on the PC or the Network
  •    Confirm you have not checked the option which removes the print button. This option is on the top right of the PPU/Helper tab in PBU. 
  •    Confirm you have selected your printer (Sinfonia or DNP) in the PPU/Helper tab in PBU. This is directly to the right of the Event Selection drop-down menu.



If Event(s) are not showing in the Event drop-down menu when you are in the PPU/Helper tab, it is likely due to one of the following:


Your Helper tool is not running, or not logged in. You should find the Helper Tool running at the bottom of your task bar, as pictured below (the black camera logo). A green check-mark indicates you are logged in:



  • If the Helper is not running, double-click the Photo Party Upload Helper icon on your desktop
    • Verify it is now running as seen in the picture above. 
    • Log into your PPU Account
    • Ensure 'Autostart' is selected
    • Ensure that the Helper Tool is up to date



2. The print button DOES appear but nothing happens when a guest tries to print their photos

  • Confirm you have selected your printer (Sinfonia or DNP) in the PPU/Helper tab in PBU. This is directly to the right of the Event Selection drop-down menu.


3. Guests are able to Print, but the prints do not come out correctly

  • If you're providing photo strips, but the printer is not cutting the strips please refer to this guide


4. The printer stops while printing, or gives error codes


5. Windows is saying 'Printer Not Connected' or 'Offline'

  • It is completely normal for this message to appear until you run an actual print, at which point it will change to an 'Idle' status. If this message persists and you cannot print, consult #4 above.



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