Welcome to Customer Support. If you ever need assistance, we’re here to help. We recommend that all customers read the user manual included with the software. It covers every aspect of making your best yearbook ever. We also have an extensive FAQ section that is located below.
95% of all customer support issues are covered in either the user manual or the FAQ section on this page.
If you still can’t find a solution, just access the Online Support section located below and send your question to us. One of our support team will get back to you with the solution. When you’re using Yeardisk Creator you’re never on your own. Your success is our priority.
Welcome to FAQ’s
This section is an excellent resource for quick answers to the most commonly asked questions. There is an extensive list that covers almost all topics that our customers generally ask. Please make sure that you consult the FAQ’s below before using the Online Support Console.
Click on the FAQ topics to expand the section to view all of the questions. Then click on the question to see the answer.
Purchasing & Downloading
Can I purchase Yeardisk Creator over the phone, by cheque, money order or bank deposit?
No. All sales are processed exclusively through our website by E-Commerce provider RegNow. The only way to purchase Yeardisk Creator is by using one of the accepted credit cards.
Are my credit card details safe?
Yes. Yeardisk does not even have access to your credit card details. RegNow, processes your payment directly using secure, encrypted data transfer methods. RegNow is one of the largest and most respected E-Commerce providers in the software industry.
Will I receive an invoice?
Yes. You will receive and invoice from RegNow upon completion of your purchase. You will not receive a separate invoice from Yeardisk.
What will happen after I have made my payment?
When your payment has been processed and verified, you will receive two (2) emails. The first email will be from RegNow. This will contain information about your purchase along with the URL that you can download the software from. The second email will come from Yeardisk Customer Support. This email will contain your product key. You need both emails in order in install and activate the software.
I didn’t receive my product key. What should I do?
To date our systems have never, NOT SENT the product key email to a new customer. Always use a reliable email address and make sure that you have entered the correct email address. If you think that you have not received your product key email after 1 hour of making your purchase, CHECK YOUR BULK MAIL / SPAM FOLDER. This is almost always the cause of the problem. If you have not received the product key email after 24 hours, contact Customer Support through the online support system.
Who do I contact if I am having problems making a payment?
We suggest that you contact both Yeardisk Customer Support and RegNow. Technically, RegNow is responsible for all payment transaction but we are happy to assist as well. You can contact Yeardisk Customer Support by accessing the online support located on the Yeardisk website. You can contact RegNow directly via email at orders@regnow.com .
I am having difficulty downloading the software. What should I do?
Most download problems are associated with local security settings on your computer or network. The Yeardisk Creator software is distributed as an executable file (.exe) which can be blocked by some firewalls. We suggest that you check your settings and/or contact your local administrator. Alternately, try downloading the software on another computer.
When downloading the software should I “RUN” or “SAVE” the file?
Always “SAVE” the file to your hard drive. Never “RUN” the file. Problems can occur if you attempt to “RUN” the installation directly from download. Additionally, we strongly recommend that you backup your downloaded software to either CD, Flash Drive our other storage device.
What should I do if my download is corrupted?
Delete the copy that you have currently saved on your computer and begin the download again.
Can I make a backup copy of the software?
Yes. We strongly recommend that you make a backup copy of the software. You should only have to download the software once. From that point on you can access the software from your backup copy.
What should I do if my download link has expired or I have exceeded my download limit?
Contact Yeardisk Customer Support through the Online Support system located on the website.
How do I renew my subscription?
Simply go to the Yeardisk Download page and purchase another subscription. You will need to download and install the software again along with entering the new product key. This process will not affect any of your current project files.
Installing, Activating & Uninstalling
I cannot install the software. What should I do?
Firstly, ascertain that you have sufficient privileges and user rights to install software on your computer. This is the most common cause of installation problems. If this is not the problem try downloading the software again. Make sure that you delete the current setup file before starting the new download. Finally, if the software has already been installed and activated you will not able to install another copy. If you are still experiencing problems contact Customer Support.
How many times can I install the software?
The subscription license is for 1 computer. You will only be able to install and activate the software on one computer.
How can we install multiple copies of the software?
The only solution is to purchase multiple subscriptions. If you require a large number of subscriptions contact Customer Support for assistance with volume licensing.
Can I install the software on a network / network server?
No. The subscription license does not permit the software to be installed on the network server. For full details please consult the EULA that is available on this site under the Legal section.
I cannot activate the software. What do I do?
Firstly, you need to have an active Internet connection to complete the installation and activation process. There is no other way to complete the process. Also, make sure that you are using the correct product key and that the software has not been previously installed and activated.
What does “Registered to” mean in the activation window?
This is the person or organisation that the software subscription is registered to. Please take care when enter the correct details such as spelling and grammar as this information is used to identify your completed projects. This name will appear in the title bar of your completed projects.
Does the “Registered to” name need to be the same as the person name who purchased the software?
No. This name has no impact on the activation process. Your response in the section will be used in the title bar on completed projects that you publish. This could be your company or organization's name, or for individual users it could be your name.
What do I do if I want to move my subscription to another computer?
Contact Customer Support for assistance.
Will my project files be deleted if I uninstall the software?
No. Your project files are not deleted when you uninstall the software. If you wish to remove your project files you will need to go into the Yeardisk Creator folder and delete them manually.
Can I install the software on Windows Vista?
Currently the software supports Windows 2000 and Windows XP operating systems. A Windows Vista edition will be released in the future.
Can I install the software on a Mac?
No. Yeardisk Creator has been designed exclusively for Microsoft Windows 2000 and XP operating systems.
If I uninstall my copy of Yeardisk Creator, can I install it on another computer?
Yes, but you still need to contact Customer Support before you attempt to install the software on another computer.
Updating
Do I have to update my software?
We strongly recommend that you do. Software updates include new and expanded functionality, and fixes to identified problems. For this reason we strongly recommend that customers always keep there software up to date to get the most out of there software subscription.
How do I know if an update is available?
Customers are notified 2 ways about software updates. Firstly, the software periodically checks the Yeardisk update server when it is started. If a newer version of the software exists then you will be notified. Additionally, all customers with a current subscription will be notified by email that an update is now available. This email will also contain information about the update.
Where can I download updates from?
Updates can ONLY be downloaded through the software. You can check for available updates manually by accessing the Help section within the software and selecting “Check for Online Updates”.
When downloading an update should I “RUN” or “SAVE” the file?
Always “SAVE” the update file to your hard drive first. Never “RUN” the file. Problems can occur if you attempt to “RUN” the update installation directly from download. It is also essential that you close Yeardisk Creator when the update has downloaded prior to running the installation file.
What do I do if I have missed an update?
All updates are provided as cumulative updates. This means that if you have missed 1 more previous updates, they will be included in the current update file.
Can I make a backup copy on an update?
Yes you can make a backup copy of an update.
Customer Support
What do I do if I need assistance?
Always feel free to contact Customer Support. We are here to help you. We do recommend that all customers consult the User Manual and this FAQ’s section first as 95% of all support requests are answered within these sections. If you still can’t find a solution then send your question to the Customer Support team through the Online Support system.
Can I email Customer Support?
The support system that has been put in place is designed to provide the most accurate and timely response to your questions. Sending emails is sometimes open to problems. As a result we DO NOT respond to any customer support questions sent to any of our email addresses. The Online Support system has checks in place to make sure customer problems are being resolved quickly and accurately. Always use the online support system if you need to contact a support team member.
Can I send a support request to email@yeardisk.com
This is an administrative email address and it is used ONLY for administrative purpose. Customer Support Team members DO NOT have access to emails sent this address and support requests sent to this address cannot be answered. Please direct all of your support requests to the Online Support system located on the website. It is the fastest, most reliable, and only way to contact a Customer Support Team member.
Can I phone a Customer Support Team member?
We do not accept calls from customers, however, we frequently call customers to speed up a resolution or check that everything is going well. We do not provide user initiated phone support as it allows us to provide the software to you at a lower price, without impacting on our high level of customer service.
How long does it take to get a response from a Support Team member?
Responses can generally be expected within 4 hours. Most questions are responded to within an hour. Please allow 24 hours for a response to your question as different time zones can add to differences in response time.
What happens if my problem is not getting resolved?
Yeardisk places a great deal of importance on helping its customers. If the problem is not being resolved through written correspondence we will ask the customer for a contact phone number and a convenient time to call in order to initiate a phone call to resolve the problem.
Licensing
How many times can I install the software?
The subscription license is for 1 PC computer. You will only be able to install and activate the software on one PC computer.
How can we install multiple copies of the software?
The only solution is to purchase multiple subscriptions. If you require a large number of subscriptions contact Customer Support for assistance with volume licensing.
Can I install the software on a network / network server?
No. The subscription license does not permit the software to be installed on the network server. For full details please consult the EULA that is available on this site under the Legal section.
What do I do if I want to move my subscription / license to another computer?
Contact Customer Support for assistance.
Artwork
How do I make the images that go into the artwork tool?
You will need to use an image editing application like Adobe® Photoshop® to produce the image. You can use other applications to do this but you will need to have control over the resolution size of your image.
I don’t understand what the pixel measurements mean in the artwork tool?
The pixel measurements refer to how much “data” or “information” is in the source image. The higher the pixel count, the higher resolution therefore the higher the print quality. It is important to note that you cannot add “data” or “information” to an image. For example, if your image starts out at 300 x 300 pixels and then you change the resolution to 600 x 600 pixels your image will not be any clearer.
What “dpi” should my images be that I’m importing into the artwork tool?
Ideally, your image should be 300dpi for the best printing quality. This will be a fairly large file. For example, a native image that is A4 in size at 300dpi will be around 20MB.
What do the “trim” and “no text” lines means in the artwork tool?
These are important. The trim line indicates where your image will be cut off when the final print is trimmed to size. The no text line indicates the point at which your text should not extend past. If your text or other images extends past this region you should consider reworking your artwork to rectify the problem.
Does the artwork tool automatically resize my images?
Yes, the artwork tool will automatically resize your artwork to the correct size and reprocess it at 300dpi. If your image was only 72dpi before you imported it, it will not improve in quality after the import. The artwork tool does not crop or rescale your image proportionally. It will stretch both the width and the height to fit if it is not the correct size on import.
What format is the finished artwork output to?
When you have imported your artwork images the artwork tool will automatically produce 2 layout versions for printed files and 1 version for the disc print. The print files (covers etc) will be produce as a print ready A4 and A3 layout complete with trim marks. This makes it extremely easy for you to produce the printed material or even make proofs before sending to Yeardisk for production. The disc print will be produced as a 100%, 300dpi JPEG image ready for import into a graphics template for label or disc printing.
How do I locate my finished artwork files?
To locate your artwork files click on the “Artwork” tool located on the main menu of the Yeardisk Creator software and the select the “Finished Artwork” option located in the menu. This will open the folder that contains your project finished artwork.
Will my artwork be overwritten if I make changes?
Yes, if you make changes to your artwork files by importing new images and saving the new layout your finished artwork files (PDF’s and JPEG) will be automatically updated.
How do I produce my finished Yeardisk from the artwork files?
If you are using Yeardisk to produce your products visit the website and complete an order form. A complete set of instructions will be provided on what you need to do. If you are going to produce your own discs you can access a list of instructions from within Yeardisk Creator. Go to the Artwork tool located on the main menu and select the Instruction option. These are a generic set of instructions that will guide you through the process of producing your project components.
Publishing
What is the Project Analysis Report used for?
It is designed to give you an overview of your project. It shows you what files you have linked to your project. It will also alter you to any files that are missing and what buttons they are attached to. This can be extremely useful.
When I publish my project it says that my project is missing files and that it can’t write the disc. What should I do?
Use the Project Analysis Report located at the top of the Publishing tool to locate your missing file/s. Missing files are identified by a broken link icon (chain link with a red X through it). Identify the file that is missing and make sure that it is in the Source Content Folder. IMPORTANT!!! Even if you have renamed a file in the Source Content Folder it will show up as a broken link. Either rename the file to the exact name of the file linked to the button or navigate to the button in your project and link to the renamed file.
Will a DVD project play on my DVD player and TV?
The DVD’s that you produce using Yeardisk Creator are DVD-Rom. This means that the DVD will only play on your PC. DVD’s produced using Yeardisk Creator will NOT play back on a DVD player connected to a TV. This type of DVD is a DVD-Video.
Do I burn my DVD to a DVD-R or DVD+R disc?
This is an excellent question. We recommend that you visit http://en.wikipedia.org/wiki/DVD_Formats for more detailed information. If you are sending your project to Yeardisk for reproduction it does not matter which version you publish to. If you plan on duplicating the finished discs yourself then you need to know that one type of disc will not necessarily play on other type of player. For example, DVD-R will not play back on DVD+R readers, and vice versa. As a result you will need to ascertain what the majority of end users are using. As a general rule DVD-R is the most common format. If an end user is having difficulty playing the finished project then they will most likely need a DVD+R disc. It is important to note that this situation has nothing to do with the Yeardisk software. As a result we would suggest that if you plan on producing DVD projects that you use Yeardisk form reproduction as our products are produced in professional replication facilities and do not have the problem of different formats DVD-R and DVD+R.
Can I publish my project to DVD even if it would fit onto CD?
We would strongly recommend that you do not do this. There is no benefit what so ever and could lead to potential playback problems that are not necessary, EG. DVD-R and DVD+R formats. Always publish to CD if it is an option.
If I am producing my own discs should I burn them all in the Publisher tool?
No, you should only produce your master in the Publisher tool and then use a disc duplicator or PC with burning software to produce the copies. Disc duplicators will produce a more reliable result.
I have an external writer and it is not showing up in the CD / DVD recorder list. What should I do?
The best solution is to close Yeardisk Creator and reboot the PC with the external writer attached. This usually fixes the problem. Alternately, some external writers are not recognized until recordable media is inserted. You should always attach your writer before you open Yeardisk Creator. Allow the writer to fully initialize before opening Yeardisk Creator.
What do I do when I have published my master disc?
If you are using Yeardisk to produce your products visit the website and complete an order form. A complete set of instructions will be provided on what you need to do. If you are going to produce your own discs you can access a list of instructions from within Yeardisk Creator. Go to the Artwork tool located on the main menu and select the Instruction option. These are a generic set of instructions that will guide you through the process of producing your project components.
Slideshow Creator
What image types are supported in the Yeardisk Slideshow Creator?
You can import JPEG, GIF and BMP images.
Is there a maximum number of slides allowable in a slideshow?
Yes, there is a maximum of 99 slides in a single slideshow.
Can I rearrange slides within a slideshow?
Yes, simply right click on the slide you wish to move. The slide will turn green. Then left click, hold and drag to the desired position.
Does Yeardisk Slideshow Creator alter my original files?
No, Yeardisk Slideshow Creator takes a copy of your image and saves an optimized version of the file to the slideshow folder.
Why are there black bands on each side of some images?
Yeardisk Slideshow Creator resizes your image during the optimization process. As most images contain people within them the program proportionally scales your image so as to avoid stretching the image. This is the same for cropping.
Is there a way that I can avoid the black bands on some of my images?
Yes, the maximum image size within a slide is 780 x 580 pixels at 72dpi. If you resize and adjust your image in a photo editing package such a Adobe® Photoshop® prior to importing, all of the information in your image will be preserved.
Why is Yeardisk Slideshow Creator good to use instead of applications like PowerPoint®?
One of the major benefits is that Yeardisk Slideshow Creator optimizes your images for display within a Yeardisk project. This means that you will be able to include a far greater amount of photos in your total package. In some cases the difference can be as high as 100x more photos. Additionally, Yeardisk Slideshow Creator is extremely simple to use making it the best choice for building photo slideshows quickly.
Do I need a microphone to record narrations?
Yes, you will need to have a microphone or web cam with an embedded microphone installed to record narrations.
Can I import narrations?
No, you will need to record your audio narrations using the Yeardisk software and a microphone attached to your PC.
What audio formats are supported for background music tracks?
You can import WMS,WAV and MP3 formats for background music tracks.
Can I view my slideshow outside of the Yeardisk Creator software suite?
You can only view a Yeardisk slideshow in either Yeardisk Slideshow Creator or within a Yeardisk project.
Can I make a slideshow on another computer and import it into a Yeardisk project?
Yes, you will need to Export the slideshow and import the slideshow on the other computer. You will need to Import the slideshow in Yeardisk Slideshow Creator for it to be available to be linked to in a Yeardisk project.
Products
Can I produce my own finished product?
Yes, that’s the great thing about Yeardisk. You are in control of the entire process. Keep in mind though that Yeardisk offers a wide range of top quality products at wholesale prices. Our quality won’t be beaten.
How do I order products from Yeardisk?
The process is extremely simple. Visit the Yeardisk website at www.yeardisk.com and then navigate to the “Products” section. The ordering process is as simple as selecting the product options you need. When you have chosen the disc type you need the next option will become available, and so on. When you have exhausted all possible options in your selection you will be prompted to complete your order. Please note that it is impossible to accidentally place an order. Your completed order form needs to be printed, signed and faxed to our Head office. When we have received your order we will issue you with an invoice. To complete your order and move it into production you will need to pay your invoice in full and send us your completed project along with all paper work.
Why is 500 the minimum order if we want to purchase our product from Yeardisk?
The main reason is related to the way we produce our products and minimum production runs that are associated to this process. Yeardisk does not “burn” discs. All of our disc products are professionally mastered and replicated using the “glass master” method. This means that our discs are the same that you purchase from a music or software store. They are the highest quality and most reliable. Furthermore, our DVD products will operate on both DVD-R and DVD+R players. All of our disc products are professional offset printed providing the highest quality finish available.
How long will our products take to be delivered?
The average delivery time is between 3-4 weeks from the date we receive your full payment, master disc and associated paperwork.
Are there any times of the year that are black out periods for product orders.
Yeardisk production closes down for the last 2 weeks in December and the first 2 weeks in January every year. If your order is placed less than 4 weeks earlier than the start of the black out period in December your order will not be delivered until late January.
How do I produce my finished Yeardisk from the artwork files?
If you are using Yeardisk to produce your products visit the website and complete an order form. A complete set of instructions will be provided on what you need to do. If you are going to produce your own discs you can access a list of instructions from within Yeardisk Creator. Go to the Artwork tool located on the main menu and select the Instruction option. This is a generic set of instructions that will guide you through the process of producing your project components.
Welcome to the Online Support Console
If you have a question that you just can't find the answer to then you’ve come to the right place. Simply enter your details and question into the form below and submit it to the Yeardisk Support team. We will get back to shortly with a response.
IMPORTANT!
It is strongly recommended that you check the FAQ section before submitting a ticket as there is a good chance that the answer to your question is already there. Hopefully, this will save you time.