Fix Event Photos problems¶
Find the problem below, read the cause, and follow the fix. Most problems come from the camera's network settings, the photo's file type, the selfie's light, or the guest's WhatsApp.
Before you start¶
- You can open the event's workspace. Click Photos on the left rail, select Events, and open the event.
The camera doesn't connect to Beam¶
| Issue | Cause | Fix |
|---|---|---|
| The camera can't reach the server | The venue Wi-Fi is weak or crowded. | Join a phone hotspot instead. Keep the phone near the camera, with mobile data on. See Set up Beam. |
| The camera logs in, but no photos arrive | Passive mode is off. | Turn passive mode on in the camera's FTP settings. |
| The camera shows a certificate error | Secure Protocol is off, or the host is not typed exactly. | Set Secure Protocol to On. Type the host as beam.ohanvi.com, not an IP address. |
| The login is refused | The username or password is mistyped. | Open the camera's menu and click Show login. Type the password again: 8 characters, letters and digits. |
| The login is refused after many tries | 10 wrong passwords in a row lock the camera for 15 minutes. | Click Reset password on the camera, and type the new password into the camera. |
| The login is refused for a camera that worked before | The camera is unlinked, or is linked to another event. | On the event's Beam tab, click Link a camera and pick it. |
| A Nikon doesn't connect | The server type and port don't match. | Use FTPS with port 21 and PASV mode on, or SFTP with port 22 (Z8 and Z9). See Set up Beam. |
| A Sony or Canon doesn't connect on port 22 | Port 22 is for SFTP. | Set the port to 21 with FTPS. |
| An older camera can't use FTPS | Beam needs FTPS by default. | Open the camera's menu and click Allow plain FTP. Photos from it travel unencrypted. |
| RAW files don't arrive | Beam takes JPEG only. | Set the camera to send JPEG. |
| Photos land in the wrong folder | The camera's folder is from an earlier moment. | On the Beam tab, pick the current folder. New frames go there. |
Photos fail¶
| Issue | Cause | Fix |
|---|---|---|
| A HEIF photo shows Failed | HEIF is not supported yet. iPhones save HEIF by default. | Export the photo as JPEG, delete the failed one, and upload the JPEG. |
| A RAW photo shows Failed | RAW is not supported yet. | Export it as JPEG from your editor, then upload the JPEG. |
| A photo shows Failed with This photo could not be processed. Delete it and upload it again. | The file could not be read. | Delete it and upload it again. If it fails again, export it as JPEG. |
| A photo shows No faces | No face was found, for example in a décor or back-view shot. | No fix needed. It still shows in the full gallery. |
A guest can't find their photos¶
| Issue | Cause | Fix |
|---|---|---|
| No face is found in the selfie | The light is poor, or the face is covered, turned away or too small. | Ask the guest to take the selfie again in good light, facing the camera, without sunglasses or a mask. |
| The guest sees no photos | The event is a draft. Guests can register, but see nothing until you publish. | Click Publish on the event. |
| The guest sees no new photos | Release is Review first, and the photos are Held. | Release the photos on the Photos tab, or pick Straight away. See Change event settings. |
| The guest misses photos they are in | Match strictness is too strict, or the photos are side-on or far away. | Pick Balanced or Loose. |
| The guest sees look-alikes | Match strictness is too loose. | Pick Balanced or Strict. |
A guest has no reel¶
| Issue | Cause | Fix |
|---|---|---|
| The guest's reel shows Needs photos | The guest has fewer photos than the event's minimum. | Upload or release more photos of them, or lower Fewest photos for a reel. See Make reels for guests. |
| The reel is ready, but the guest doesn't see it | The reel is Held for review. | Pick Send to guest in the reel's menu. |
| The reel never arrived on WhatsApp | The evp_reel_ready template is not approved, or the message waits for 8:30 am. |
Check the reel's WhatsApp column. See Make reels for guests. |
A guest doesn't get WhatsApp messages¶
| Issue | Cause | Fix |
|---|---|---|
| The guest got messages before, then nothing | They replied STOP. Their row on the Guests tab shows Stopped. | No fix needed. Their photos still show on the guest page. |
| The guest isn't on WhatsApp | They can't verify or get messages. | Send them the VIP link. It needs a selfie, not a number. See Share the gallery. |
| Messages arrive late, several photos at once | Matches are grouped into one message per WhatsApp window. | Pick a shorter WhatsApp window, such as 30 s. See Change event settings. |
| Messages stop for the rest of the day | A guest gets at most 6 live messages a day. | No fix needed. New photos still show on the guest page. |
| The guest never verified | They didn't send the ready-made message, or didn't enter the 6-digit code. Their row shows Pending. | Ask them to tap Verify with WhatsApp and send the message. |
| The 6-digit code never arrives | The code is sent with an approved Authentication template. | Check your WhatsApp account has an approved Authentication template. See Create a message template. |