📷 Troubleshooting Guide: Original Files
Original Files allow you to offer full-resolution file downloads (up to 50mb) from your PhotoBiz account. If a client reports their files are being compressed, this guide will help you troubleshoot the most common issues our Passionate Support Team has seen.
🔁 File Was Uploaded Before Original Files Was Added
If an image was uploaded before the Original Files add-on was activated, the full-resolution version won’t be stored. You’ll need to reupload the image.
💡 On your Control Panel, images with a full-resolution Original File will display an “OR” badge in the top-right corner of the thumbnail. Images without this badge are either under 4MB or were uploaded before the upgrade.
🧷 No Compression with Original Files
When Original Files is enabled, your images are stored exactly as they are—no compression is applied. You can upload files up to 50MB in size, perfect for high-quality downloads and backups.
🔍 Double-Check Download Settings
If you're offering free or paid digital images/packages, ensure the download setting is set to:
✅ Original File Resolution
Not ❌ Web Resolution or High Resolution
🛠 Quick Links:
📏 Compare File Size Before and After Upload
Even with Original Files active, if the image you uploaded is already compressed or under-sized, the downloaded file will match.
✅ Confirm the file size on your computer
✅ Make sure it was uploaded after enabling Original Files
✅ Compare it to the downloaded file size
If the original on your device is smaller than expected, re-export it from your editing software and reupload.
📦 Clients Must Unzip Their Downloads
All image downloads come as a .ZIP file. Clients must unzip the file before they can access the original files.
❌ Original Files Was Cancelled
If you cancel the Original Files add-on, all original-resolution versions of your images are automatically deleted from our servers.
To restore full-resolution downloads, you’ll need to reupload your files after reactivating the add-on.
📱 Client Downloaded Individual Image on a Phone
If a client downloads a single image from their gallery on a mobile phone, it may be compressed.
✅ Recommend they tap the Download All icon (top-right in the gallery)
✅ This downloads a full-resolution .ZIP file
✅ They can unzip it in their Files app, then save to their camera roll
For best results, suggest they download original-resolution images from a computer.
