Why am I experiencing problems connecting or slow performance?

Pixami Yearbook Pro requires a reliable high-speed Internet connection to work properly. If you’re having problems with the software running slowly or performing erratically, it’s very likely caused by a slow or unstable Internet connection, or a problem on your network. These types of problems are temporary, caused by an Internet outage somewhere between your computer and Pixami’s server, and will usually resolve themselves within a couple of hours. The easiest option in this case is to wait and try again at a later time. You should also contact your local Internet provider and ask if there is currently a known outage or other issue. Often this information will be displayed on your providers website.

If you are experiencing ongoing performance issues, your problems could be related to a particular computer or browser. Here are some troubleshooting steps to try:

1. Try clearing your browser cache. See below for instructions.
2. Try restarting your web browser.
3. Try restarting your computer.
4. Try to run the software from another location, using a different Internet connection.
5. Try to run the software from another computer.  

If you are still experiencing issues, please perform the following tests, and provide the resulting information to your support representative.

Run a speed test from a computer that is experiencing the problem. To run a speed test, open your browser and go to http://www.speedtest.net. Follow the instructions to run the test, then copy the results to provide to support.

Run Diagnostics from a computer that is experiencing the problem. To run diagnostics, scroll to the bottom of the Home Page in Yearbook Pro, and click the link 'Click here to display diagnostics for technical support.' Copy and paste the results into the ticket.

Run a traceroute from a computer that is experiencing the problem. To run a traceroute, get a Command prompt on your computer, then type in tracert <space>  <the domain you are using for your yearbook software>. For example: tracert yearbooks.pixami.com. Copy and paste the results into the ticket.

Your support representative will review the results and provide suggestions on steps to resolve the problem.

For persistent issues it’s likely the cause is related to a problem at the school where the software is being accessed. In that case, it may also be a good idea to discuss your issues with an IT representative for the school.

Clearing browser cache:

Google Chrome

Step 1: Open the settings — Launch Google Chrome, click the Chrome menu icon represented by three horizontal bars in the upper-right corner of the browser window, and click Settings near the bottom of the resulting drop-down menu. Afterward, click the blue Show advanced settings option at the bottom of the page, followed by the gray Clear browsing data button located beneath the Privacy section.

Step 2: Clear the browser cache — Check the box directly left of the Empty the cache option near the middle of the new pop-up window, along with any other browser data you wish to clear, and select the beginning of time option from the drop-down menu indicating how far back you wish to clear your cache. Afterward, click the gray Clear browsing data button in the bottom-right corner of the window and allow the cache to clear.

Mozilla Firefox

Step 1: Open settings — Open Mozilla Firefox, click the main Firefox button in the upper-left corner of the browser window and select Options from the right side of the resulting drop-down menu. Afterward, click the Advanced tab located on the right-hand side of the navigation bar and select the Network sub-tab underneath. 

Step 2: Clear the browser cache — Click the Clear Now button within the Cached Web Content section near the top, then click the OK button on the bottom-right corner of the window.

Internet Explorer

Step 1: Open settings — Launch Internet Explorer, click the Tools icon represented by the gear in the upper-right corner of the browser window, and select Internet options near the bottom of the resulting drop-down menu. Then, select the General tab located in the left-hand side of the navigation bar.

Step 2: Clear the browser cache — Click the gray Delete … button within the Browsing history section near the bottom of the resulting pop-up window, check the box directly left of Temporary Internet files and websites files — along with any other browser data you wish to clear — and click the gray Delete button in the bottom-right corner of the window.

Safari

Step 1: Open settings — Launch Safari, click Safari in the upper-left corner of the main menu bar, and select the Preferences option near the top of the drop-down menu. Afterwards, click the Advanced tab located in the top navigation bar and check the box directly to the left of the Show Develop menu in menu bar option to add the menu to Safari by default.

Step 2: Clear the browser cache — Click the Develop menu near the middle of the main Safari menu bar and select the Empty Caches option.

Opera

Step 1: Open settings — Launch Opera, click the main Opera button in the upper-left corner of the browser window and select the Settings option from the drop-down menu. Afterward, click the Privacy & security panel located on the left-hand side of the resulting window and click the gray Clear browsing data… button within the Privacy section near the top of the page.

Step 2: Clear the browser cache — Check the box directly to the left of the Empty the cache option near the bottom of the resulting pop-up window, along with any other browser data you wish to clear. Then, select the beginning of time option from the drop-down menu. Afterwards, click the gray Clear browsing data button in the bottom-right corner of the window.