Dealing with PixEden website issues and questions

June 19, 2012

Hi all, I am taking the time to write a blog posts about the few issues that people visiting the website have faced since we launched.

We will list them here and give the solution/explanation for each one.

I cannot login to the website with my account credentials

If you get an invalid token blank page, some cache issue with the session handler might have happened. Just refresh the page or go back one page or retype the home page address (pixeden.com) and you should be logged in. Of note this is very very rare.

You get a red box on top of the content area saying "Username and password do not match or you do not have an account yet.". Well in that case either you have misspelled your username or password when you tried to login.
 
For the username, there might be some confusion. The username is not the name or the email you registered with but the username you choosed.
If you are not sure about it, please send a reminder to your email through this link:
http://www.pixeden.com/lost-user-name/

And you'll be receiving an email such as this:


Hello,

A username reminder has been requested for your Pixeden account.

Your username is X.

To login to your account, click on the link below.

http://www.pixeden.com/log-in/

Thank you.



For the password, if you forgot it you can ask to reset it through this link:
http://www.pixeden.com/lost-password/

Put your email you registered with in the field and you'll receive an email with a verification token.
When your account has been confirmed with the token, you can input a new password.
If successful you will get a message as such:

Your password has been reset.



If you have issues with the verification token, you can send us an email through our contact page:
http://www.pixeden.com/contact-us

Asking us for a manual temporary password reset. You'll need to give us your username and email you registered with so that we can find you.

Then when you login, change your password in the account page (see "I want to edit my details").

I want to edit my details:

You can edit your details: name/email/password when logged in by clicking on your name on the top bar nav of the website to access your account page, then just click on the edit my details button.

I want to delete my account

To cancel a subscription, go in your account page (click on your name when logged in on the top bar nav) and click the cancel button on the my subscriptions box.

If you want to completely delete all your data and your account, you have to send an email through our contact page:
http://www.pixeden.com/contact-us

Asking us to delete your account. You'll need to give us your username and email you registered with so that we can find you.

How can I edit my avatar:

Your avatar displayed in the comments and community page is fetched by gravatar.com, so create an account there if you want to have your own avatar instead of the default one.

The zip files that I download from your website are corrupted and I cannot open them:

First of all I never managed to replicate this issue myself. It happened to a few users though on some of the heavy files (15+ MB) available for download. (too many connections / downloads / bad download handling from browser etc… exact reason is not exactly known and can be a mix of many).

Most commonly this is due to a transfer error when downloading the Zip file. Such an error can introduce invalid data into the Zip file. Supposedly this is something not so uncommon with the download of zip files from a web server

The error when you try to unzip could be either 'corrupt' or 'missing files' in ZIP files.

Here are a few tips that should help if you have the same problem.

The best thing to do would be to delete the Temporary Internet Files / Cache of the browser you used and download the file again.

Clearing those cache is important as when you attempt to download the file again, some browser will act like it's downloading the file, but actually it is just copying the truncated version from the cache. Hence, unless you manually clears the cache, you might keep getting the same error.

Actually, after clearing the cache, I would quit and restart the browser you are using in case it's got something remembering the bad download, but this is probably just superstition. Still, it can't hurt.

Also try to make the download a little bit later during the day to rule out any server overload surge or anything that might hace caused the corrupt zip.

You can aslo use WinAce to try to repair and extract the files or using the inbuilt repair function for instance of the Winrar application. In the Winrar program there is a "Repair" button - the last button on the right of the top menu buttons. Open the zip file and press this button.

As a rule of thumb you shouldn't download heavy files on a mobile device or over 3G. Try to not pause and resume the download.
Firefox and IE have been reported to sometime having problems downloading big files. We recommend using a Webkit based browser such as Safari or Chrome without using any download accelerators.

You can also register, login and download from the download center link on the top bar nav and not from the resource page.

If all fails, which should not be the case. We can provide alternate download links of course. So no worries, you will always get your file.

I can't use the smart layers on your mockups (i.e. business cards mockup):

First you need to open those files in Photoshop, as they are psd files.
Second of all you need to double click on the smart layer opening a new file with the extension .psb; here change the content, save it and go back to the original psd where your changes would have been applied.
Finally smart layers and the effects I am using only work with CS4 + version of photoshop. So if it's not working for you, you'll need to upgrade your photoshop.

I can't download the resources with the orange download button:

Those resources are exclusive for our members that have a free account. To download those resources, you need to register for a free account:
http://www.pixeden.com/membership

No spam, no selling emails, one newsletter every now and then (which you can unsubscribe). More details on our privacy statement page:
http://www.pixeden.com/privacy-statement

Once you registered, login and then browse back to the free account or exclusive newsletter resource you wanted to download and click again on the download button, this time your download will start automatically.
Any questions contact us.

I can't download the resources with the blue download button:

Those resources are exclusive for our premium members that have a premium account. To download those resources, you need to register for a premium account for a fee:
http://www.pixeden.com/membership

No spam, no selling emails, one newsletter every now and then (which you can unsubscribe). More details on our privacy statement page:
http://www.pixeden.com/privacy-statement

Once you registered, login and then browse back to the premium account resource you wanted to download and click again on the download button, this time your download will start automatically.
Any questions contact us.

Problem with captcha:

I would like to not have to use captcha, but in sites like PixEden with heavy traffic we have way too many bots that try to fill every form they find.

Don't forget that you can refresh the captcha if it looks too cumbersome to replicate until you find an easy one.

I don't know how to open / use your files:

This is very broad but I had a lot of questions around this.
First of all to open our resources you'll need the right graphic software.

For most of our print resources and all our vector resources, you need to open the files with a vector program.
The best vector program to use is adobe illustrator (cs4 and over is recommended) as we create them with that software (.ai files). Please refer to the CS version needed in the details on the page resource. Otherwise you can open the .eps files with other program such as corel or inkspace, however you might not get all the layers and effects used.

For photoshop psd resources, you'll need adobe photoshop CS not elements and for mockups and some other files CS4 and over version for use of smart layers.

For images files (png icons for instance), you can use them directly as such in your project.

As how to use our resources, we have a few tutorials video on some resources page to help you (especially mockups with smart layers). But as a rule of thumb, if you don't know how to use them after downloading them, you'll need to search the internet for tutorials to help you understand what a psd/vector file is and how to use them.

As an example, for a vector, you'll modify it as you wish, copy paste as vector in a photoshop design, export it as an image for web use, or create a vector file for print…
For web elements, you'll need to learn how to code, either reproducing the style in css3, or including the resource as an image or background. Once again they are great tutorials on the internet, and the allmighty google is of great help to find them.

Of note, we do plan to create a css3/coding section soon with exclusive new items and coded web elements.

AND THAT'S IT FOR NOW FOLKS.

Please report any issues that I might not have covered in the comments so that we get a complete bug/issue/solution post that can be useful to anyone.

Thanks to all for the support.

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