Troubleshooting proofs

Proof link not working

When a customer has contacted you about their proof link not working please check with them the following things:

• Tried the link on a different browser? (recommend them using Google Chrome)

• Try the refreshing or trying the link again 15 minutes later

If the link is still broken pop in the r1studio slack group asking us to REPROOF the order, we will need to reproof it instead of resending the proof as we will need to generate a new link.

If you are getting a lot of calls/emails about proof links not working please let Studio aware of this issue and also raise a ticket with web - Studio will be able to send proofs as an attachment or via wetransfer to the customer.

Not receiving proof emails

Sometimes customer may be having issues receiving proof emails this can be due for a numerous of reasons such as:

• Email on the account is incorrect

• Rejected by the customer servers

• Gone into their spam inbox

• Their mailbox is too full

• Customers email security settings

For the majority of these reasons the only thing we can do is forward the proof email to a different address. Before doing this, please get the customer to check their spam inbox or to check their account to make sure the email is correct. Once both of these has been checked and they are still not receiving our proof emails then we will need to send it to a different email address if this is the case then please pop in r1studio slack group asking us to resend the proof email to the new email address.

If the customer is constantly having issues it may be worth asking them to change the email address that is used on their account or to look into their security settings or to look into their servers.