Troubleshooting

• Last updated on December 29, 2023
• •
• 1 minute to read

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 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 Creating editor mockups 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 article.

If you don't see your answer here, please contact our support team.