This guide covers several of the common reasons for being unable to transmit your digital orders. Some of these steps may require you to restart your computer. It is recommended that you print a copy of this page before starting.

  • A firewall may be blocking the connection to our servers


    To turn off your computer's built-in firewall follow the steps below. If you have a third-party firewall installed follow the manufacturer's instructions to disable it. Be sure to turn your firewall back on once you've finished sending your order.
  • PC users:
    • From the Start menu, select Control Panel, then select Windows Firewall.
    • Select Off, then click Ok.
  • Mac users:
    • From the Apple menu, select System Prefersnces, then select View, Sharing, and Firewall.
    • Click the Stop button to turn the firewall off.

  • An anti-virus or security program may be blocking your upload

  • Several popular security programs such as Norton or Macafee have been known to occassionally interfere with uploading orders. Sometimes these programs "remember" actions they have blocked even after they have been turned off. It is recommended that you restart your computer, disable your security program, and then attempt to upload your order. You can usually turn these programs off from their control pannels.

  • Uploads that fail before they are completely sent may be because your computer is set to "hibernate" or "sleep" if left unattended

  • PC users:
    • From the Start menu, select Control Panel, then select Performance and Maintenance then Power Options.
    • Set each category to "never" then select Apply then Ok
  • Mac users:
    • From the System Preferences select Energy Saver
    • Set both sliders to never

  • Your internet connection may be temporarily lost during transmission

  • If you lose your internet connection, even briefly, the order may not upload. If you're on a wireless network move closer to the wireless router. If you feel that your internet connection may be unreliable contact your service provider for assistance.

If you are still having difficulty call our tech support team at 1-800-827-7101

You can also send orders via the mail by selecting "Save to disc for alternate delivery" from the Review Order screen. Burn this order to a CD or DVD and send it to us using one of our pre-paid mailers