FAQ - Hints and Tips

If you are experiencing problems using our website, please read through the FAQ as some of the solutions listed below could be applied to fix many issues. Below are the most common issues that have been identified by our customers.

If you notice issues not covered in our help documentation, or if you would like to provide us with some feedback, please click here .

Click any of the links below to take you directly to the solution.

My image is too large

If you are using Easy Uploader and you notice "photo is too big" in the place of any of your images, then you need to reduce the file size of your image.

Solution: Try reducing the size of your images.

1. Locate the image on your computer. Right click the image and choose "edit" from the drop down menu. If you have software installed to edit images then you can choose to open your photo using that software by clicking "Open With" to access a list of programs.

2. Within the editing options of your photo editing program, locate a menu item that will allow you to change the properties of the image. This option has a few different names. Depending on the software you are using, it could be referred to as "Attributes" or "Image Size" or "Resize Image." It will often be one of the options if you click the "Edit" drop down menu, usually located beside the "File" menu in the top left of your program window.

3. Once you have located the menu item that will allow you to edit the properties of your image, change the "Height" and "Width" to decrease the size of your file. Our site requires that the size of each image be less than 6mb (6000000 bytes).

Please Note: You can also decrease the file size of your photo by adjusting its resolution. The size of your file is directly proportional to the resolution of your image. Increasing the resolution of your photo will increase the size of your file and decreasing the resolution of your image will decrease the size of your file. However, capturing an image at a high resolution is the best way to ensure that the quality of your image is preserved when reducing file size. Whereas, starting with a low resolution image could result in a loss of quality for an image that needs to be stretched or reduced to fill a 4 X 6 print.

Resolution can be measured in terms of pixel dimensions, 1280 X 1024 pixels, or by pixel density 2 Megapixels. The absolute minimum resolution that will yield a clear image is 930 X 620 pixels, but we recommend a resolution of approximately 2 Megapixels or 1200 X 1800 for a clear image. You might also see resolution referred to in terms of dpi (dots per inch) or ppi (pixels per inch). If you set your dpi to 300 and your image size to 4 X 6 inches, then your picture will be approximately 2 Megapixels.

300 dpi X 4 inches = 1200 pixels per inch
300 dpi X 6 inches = 1800 pixels per inch

1200 pixels X 1800 pixels = 2160000 pixels (or roughly 2 Mexapixels)

I'm using a browser other than Internet Explorer and keep getting errors.

Solution: Currently, our site will work at its optimum potential with Internet Explorer. We are working to make it consistent on all browsers, but for now please use the most current version of Internet Explorer to access all of the features on our site without issue. It is possible to use our Basic Uploader if you would prefer not to use Internet Explorer, but please note that the Basic Uploader will also work best with the most current version of Internet Explorer.

Some buttons are missing from the Easy Uploader. Or: The Easy Uploader doesn't look right on my screen.

Solution: Some programs that are designed to block malicious software applications, such as spyware, popups, and firewalls will also block some of the features of software you would like to use, such as our Easy Uploader.

To resolve this issue, please see:

You could also turn off these programs and upload your photos. Just be sure to turn them back on after you are finished!

The website keeps looping, or sending me back to the homepage.

Solution: you may need to change your cookies setting to view our site properly. To do so using Internet Explorer, click the "Tools" tab, select "Internet Options," click the "Privacy" tab, click the "Advanced" button, click "Override automatic cookie handling", block both First-party and Third-party Cookies and click "Always allow session cookies." Note: you will need to close your browser window and open a new one for the settings to take effect.

The website keeps looping back to the homepage, or locks up and I can't access it any more and I have already tried changing my cookies setting.

Solution: Your Anti-virus software might be interfering with the website (we've noticed this often happens with McAfee Security Centre). Below are the steps for remedying this issue with McAfee. If you are using a different Anti-virus program, then some of the terms and steps might be different.

1. Click the "M" in your taskbar (located beside the clock in the bottom right corner of your screen in most MS Windows environments), or open the McAfee Security Centre from your list of programs.

2. Click the "Privacy" tab.

3. Click "Configure Privacy Service Options" (it's on the right side).

4. Make sure the "Options" icon is selected on the left side of the "Privacy Service" window when it opens.

5. Along the top, you will see a series of tabs. Click the "Cookies" tab. There is a textbox at the bottom that will allow you to enter a url. Type in the url of our photosite (it will be something like: yourstore.pnimedia.com/home.aspx). If you are not sure what url you have to enter, open up a new browser window and return to our site to find the url you need.

Hint: It will be the URL that is in the location or address bar of your web browser when you are on our homepage.

There is an error message in the bottom left hand of my browser window. Or: Nothing happens when I click the "Get Photos" button.

Solution: You might not have the most current version of Java. Please visit www.java.com to update or download Java. You could also check the Image Upload Issues section of our help content.

If the problem persists, try uninstalling the Uploader software by following the steps below. After the software has been uninstalled, please visit our website again and you will be prompted to reinstall the Uploader.

To uninstall the Uploader:

1. Click your "Start" menu button for Windows (located in the bottom left corner of your screen in most MS Windows environments).

2. Click "Settings."

3. Click "Control Panel."

4. Open "Internet Options."

5. Within the "General" tab, locate the "Temporary Internet Files" area and click the "Settings" button.

6. Click "View Objects."

7. In the new window that opens, locate "Photo Upload Plugin Class" and right click it. Select "Remove" from the drop down menu.

8. The Uploader has now been uninstalled from your browser.

9. Open a new browser and return to our website. You will be prompted to reinstall the program.

My browser is blocking the install of ActiveX.

Solution: Please see Image Upload Issues for detailed instructions relating to ActiveX settings. Note: this could be a browser related issue if you are not using the current version of Internet Explorer. If you are not using the current version of Internet Explorer, try installing it and try accessing our website again. If the problem persists, follow the steps outlined in Image Upload Issues.

I can't see any of my images during uploading or editing.

Solution: This may be due to your Java script settings. There are two things to check here.

First, check the "JIT compiler" by following the steps below.

1. Open a new browser window and click the "Tools" tab.

2. Select "Internet Options."

3. Click the "Advanced" button.

4. Scroll down the list that will appear until you see "Microsoft VM."

5. Please be sure there is a checkmark beside "JIT compiler for virtual machine enabled."

Next, we need to ensure you have Java script enabled by following the steps below.

1. In your browser window, click "Tools."

2. Select "Internet Options."

3. Click the "Security" tab.

4. Scroll down to "Scripting" and make sure that "Scripting of Java Applets" is enabled.

Return to our website and try to upload your images again. If you are still experiencing problems with viewing your images, please see Uploading Photos.

My images are uploading slowly.

Solution: There are several factors that can hinder the upload process. Perhaps the most important factor is the connection method that you are using. Dial-up modems cannot transfer information as fast as other connections and can sometimes timeout during an upload process.

The upload session will only stay open for a set period of time before it will "time out" and send you back to the home page. Unfortunately, this is due to an Internet standard and is not specific to our website.

You can try uploading smaller amounts, or smaller file sizes. You can always add more images to your order at any time.

Please see: Upload Time for more information about connection speeds.

I'm on a Wireless Connection to the Internet and my upload isn't going through.

Solution: Sometimes wireless routers have their own firewall that can block the upload process. The only solution is to check the manual for your wireless router to find out how to disable the firewall or make it passive.

I keep seeing the word "Resolution" mentioned. What does it mean? Or: I see a little yellow triangle with an exclamation mark beside my images in the preview window.

Solution: The simple answer is that the term "Resolution" refers to the number of pixels in an image. In terms of image files such as the ones captured by your digital camera or by a scanner, you might see resolution referred to in terms of pixel density, 2 Megapixels, or you might see the resolution described as being 1600 pixels wide and 1200 pixels high. As a general rule: the more pixels that an image contains (the higher the resolution), the better the picture quality. While a higher resolution will present those blue skies and green eyes with much more intensity, it will also reveal errors in an image such as poorly lit objects or blurry scenes. The tradeoff for quality is that a higher resolution means a much larger file size, and consequently a much slower transfer to our website. A typical resolution for an image with dimensions of 4 inches X 6 inches is 1200 pixels X 1800 pixels.

Hint: you can calculate the total density of pixels in an image by multiplying the height by the width. For example: an image that is described as being 1600 X 1200 pixels will contain 1920000 pixels or just under 2 Megapixels.

If your prints look blurry or pixilated then the image resolution is insufficient for the selected print size. You will notice that any photo with a resolution that is insufficient for a clear image at the size you have selected will be flagged with a small yellow triangle containing an exclamation mark. Try adjusting the resolution, or capturing the image again at a higher resolution if possible.

To complicate the issue, resolution can also refer to the presentation of images on your computer monitor. A monitor can be set to a variety of resolutions, but they only affect the way an image looks on your monitor and not the actual resolution of the image file. Changing the resolution settings on your monitor will have absolutely no impact on the resolution of individual files other than the presentation of images on your screen. Your monitor might be set to a resolution of 1280 X 1024, while your photos might be 640 X 480.

What filetypes can I upload?

The list below shows the current file types you can upload. We recommend using the .jpg (JPEG) file type as it works best with our services.

I lost my password - is there anything I can do?

If you've forgotten your sign-in password, please click the "Forgot Your Password?" link on the homepage. Verify your User ID (this should be the email address currently in your account), then click continue. We will send your password to the email address currently associated with your account. This email address can be verified or modified from the My Account page (via the My Account link in the top right corner of your screen) after you have logged in.

Why has my image been cropped?

This may have happened because your image was not set to the correct aspect ratio. All files must be set to the proper format (i.e. 4x6) before uploading as this may affect the cropping of your image. Please view our section on cropping by clicking this link Editing Photos

How do I get started?

Costco Photo Centre has two quick and easy ways to order online. Just follow the instructions below.
Instant Order: Simply click on any of our Express links on the home page to order instantly without creating an account. We are very excited to announce that we are offering next day pickup at all of our warehouse locations.
Ordering from an account: to become a member all you have to do is click "Create your free account now" on the homepage. The only information you will need to provide is your name, location info, user ID, and a password. Online membership is free!

How much does it cost to store my images?

All newly uploaded and existing photos in your Costco Photo Centre account will be stored in your account free of charge until either you delete them yourself or until you cease to be an Active User. An Active User is defined as anyone who accesses their account at least once every 180 days and makes a purchase from their account at least once every 365 days. Email notifications will be sent to the email address on record 30 days prior to us removing any photos. Please note that Costco reserves the right to modify this policy without notice at any time.

Can I get my order delivered to my house?

Unfortunately we currently only offer in-store pickup as an option.

Is there a charge for in-store pickup?

There are no charges when picking up prints from our store locations.

Can I print Black and White images?

We can currently print Color, B&W, Sepia, and any toned images.

How can I contact you for further assistance?

Our offices are open from 7:30am to 7:00pm, Monday through Friday.
Customer Inquiries: technical support and general website inquiries.
Please click here or call us toll-free at 1-855-620-7582.