---
title: "Troubleshooting | Customer's Canvas Hub"
canonical: "https://customerscanvas.com/docs/hub/designers-manual/mockups/pim-mockups/troubleshooting/"
---

# Troubleshooting

> Some problems you may encounter while using PIM mockups and their solutions.

The PIM module allows you to use three mockup types: thumbnail, editor, and preview, and one mockup file may contain all these types at the same time. In the [Concepts](https://customerscanvas.com/docs/hub/designers-manual/mockups/pim-mockups/concept.md) article, you can learn about concepts of each type.

Here is a list of the most common issues with PIM mockups and guidelines on how to address them.

| Problem | Solution |
| ------ | ----- |
|Can't upload a mockup file, the error is `Unsupported file format`.  | The PIM module only works with mockups in PSD format. You can create mockups in Adobe Photoshop and save files in PSD format. The other file formats are not supported. |
|In the editor, a design is located in the upper-left corner, not in the supposed print area. | The mockup doesn't contain a smart object - the place where the customer's design will be located. In this case, all layers will be read as a substrate, and the design location will be at 0:0 point. For more details, refer to the [Creating editor mockups](https://customerscanvas.com/docs/hub/designers-manual/mockups/pim-mockups/editor-mockup.md) tutorial.
|In the editor, a cylindric mockup doesn't contain transforms and visual effects applied in Photoshop.| The PIM module supports warp transforms and blending modes in thunbmail and preview mockups only. While personalizing a design, these effects and transforms are ignored. |
|A design is partly displayed in the mockup that contains nested smart object. In what exactly smart object will be placed a design? | Some complicated 3D mockups can be created using a multilevel smart object. Such mockups are called `Nested` mockups. In this case, a design must be located in the deepest smart object. For more details, refer to the [Preview mockups](https://customerscanvas.com/docs/hub/designers-manual/mockups/ps-mockups/preview-mockups/how-to-create-preview-mockups.md) article.|

If you don't see your answer here, please contact our [support team](https://customerscanvas.com/company/contact).