Photos won’t import into QID or QMate

Table of contents

• Overview
• The issue
• The root cause
• The solution
• Important note on deleting images
• The takeaway

Overview

When importing a job into QID or QMate, you may find that photos fail to appear. This guide explains two common causes - manually tagged galleries and unsupported filenames - and provides steps to resolve both issues without disrupting orders.

The issue

After importing a job to QID or QMate, the photos do not appear or import as expected.

The root cause

Scenario 1: Manually tagged galleries

 If your photos are tagged manually, they will not import correctly.

Check your job to verify that all galleries are activated and that no photos are hidden (indicated by an eye icon). If you see green QR icons on each photo, the galleries were manually tagged:

Photos with green QR icons are skipped by QID during import. These icons typically indicate hidden QR card images that don’t require import.

Scenario 2: You used file names that have unsupported characters

Filenames with unsupported characters can prevent photos from being properly transferred and imported to QMate.

Avoid using symbols like /, \, :, *, ?, ", <, >, |, &, %, #, spaces, or multiple periods in filenames. These can break file paths or mislead the system. Use only letters, numbers, underscores (_), and hyphens (-) for compatibility.

The solution

Fix for manually tagged galleries

Follow these steps to correct QR tagging and enable proper import:

1. Generate QR cards as a PDF, then convert it to JPG using your preferred tool.
2. Upload the JPG QR cards and the original photos to a new album within the same job.
3. Sort the QR cards manually so each appears as the first photo in a student's photo sequence.
4. Activate the QR codes so they’re recognized for processing.
5. Re-import the job into QID or QMate. The system will now correctly associate the photos with QR codes.
6. [Optional] Delete the newly created album once the import is successful.

Fix for unsupported filenames

• If no orders have been placed, rename the image files to remove unsupported characters and re-upload them.
• If orders exist, do not delete the original photos (it will otherwise break the orders. Instead:
  • Upload corrected images to the same gallery.
  • Create your graphics in QMate using the new images.
  • Hide the duplicates after completing the job.

If unsure, contact support for help reviewing your job and next steps.

Why we do not recommend deleting or re-uploading

Deleting original photos when orders are already placed can break customer orders and disrupt your workflow. Always validate the job before removing or replacing content to avoid complications.

The takeaway

Photo import issues are often caused by manual QR tagging or problematic filenames. Use AI-safe tagging practices and filename conventions to prevent disruptions. Never delete existing assets if orders are active. When in doubt, reach out for help before making major changes.