Home > Help/Support > Frequently Asked Questions

Help/Support

FAQs

Find answers to your questions. If you do not find your question here, please contact us.

Answers - Buying and Downloading Digital Scrapbooking Kits

Q - Where are my download files?

A - You can find the download files in My Downloads. Click on the file that corresponds to your software and computer type in the Downloads column.

Q - Where can I find my purchased digital scrapbooking kits in my software?

A - If you have downloaded and installed your purchased files, there are a few reasons you may not be able to locate it in the software. Please refer to the possible solutions below.

Downloading Issues or Errors
After purchasing content the first step is to download the installation file. During the download process, please ensure that your computer remains on and active (not in hibernation mode).

After downloading the installation file, the next step is to install the content. During the download process, you may be prompted to run or save the installation file. We recommend that you choose to save the file first and then run it after it has downloaded. If you are not automatically prompted to run the installation file, locate the downloaded file and double-click it to install.

Important: Windows Vista Users If you are using a Windows Vista computer, do not choose to run the installation file if prompted. Instead, save the file to your computer, locate the file after it has downloaded, right-click on the file, and choose ‘Run as administrator.’

If you receive a message that the installation file is not valid, it is likely that the file did not download completely. You can verify the size of the downloaded file by checking its size (hover the mouse over the file on Windows or click on the file and hit Apple-i on the Mac) and then checking the My Downloads page (www.mymemories.com/my_accounts/downloads) to ensure that the files are the same size. If they are not, download the file again from the My Downloads page.

Designer Templates

After installing a designer template, you should see it in the list of available templates when you create a new project by clicking on the Create Album From Designer Template button in the New Album Options window.

Digital Scrapbooking Kits

Check the description of the content item carefully on the website to find out what it includes.
If the content item includes backgrounds, click on the Backgrounds Papers item in the Control Panel, click on the Template button, and open the appropriate category for the backgrounds (e.g. History for the Daily Journal backgrounds).
If the content item includes embellishments, click on the Embellishments item in the Control Panel, click on the Add button, double-click 1-Designer Embellishments and open the appropriate categories by double-clicking them. Some of the embellishments will be at the main level in the Frames category, while others will be located in Alphabets or 1-Designer Embellishments.

Q - I need to download my digital scrapbooking kit again. How can I do that?

A - If you ever need to download your purchased digital scrapbooking kit again, you can do so.You can find the download files in My Downloads. Click on the file that corresponds to your software and computer type in the Downloads column.

Q - Do I need MyMemories software to use digital scrapbooking kits from this website?

A - No. Digital scrapbooking kits can be used with any scrapbooking software (choose the General option when downloading your digital scrapbooking kit if you do not have a MyMemories software product). Digital scrapbooking templates may also be used with any software. However, the page template layouts will only be available in MyMemories software products. Please check each product description carefully before buying and ensure you download the correct version of the digital scrapbooking kit for your software and computer type.

Q - What are the Terms of Use (TOU) for digital scrapbooking kits I download from the website?

A - Click here to see the TOU. There is a link to the terms of use on each digital scrapbooking kit page.

Answers - My Memories Suite Version 2 New Features

Q - Can I zoom in to see my page close up?

A - YES! You can! A great new feature to MMS Version 2 is the ability to zoom in on your page to see your work close up! This is a great help when trying to get to those tiny little details! Just look to the bottom right hand corner of your work screen and there is a new zoom box that allows you to zoom in - all the way up to 400%! (Note: The screen image is a representation of the high resolution print image. Zooming is displayed using the low resolution screen image. Therefore, some objects may look pixelated—especially at 400%. For previewing the page as a high resolution image, go to Preview under the View menu and select the Page-by-Page (High Res) option.)

Q - Can I shape my text around pictures?

A - YES! You can! Another great new feature of the new MMS Version 2 is that you have MANY more text manipulation options! If you are adding simple text, you can shape it in an inside or outside circle or square shape to wrap your text! This is a wonderful addition to the MMS software, and gives you a lot of options to make your pages look very special!

Q - Do you have the option to create word art in My Memories Suite?

A - YES! You do! In the new My Memories Suite software you have a great many new word art options! You can "fill" your text with photos or background papers, or textures! This gives some great looks to your text and allows your photos to become part of the story! Simply click on the TEXT ART tab to open the panel that will display all the new options for headline creation and manipulation. You can shape your line of text, give it outlines, fill it with different colors or textures, give it shadows, etc.

Q - What options do I have to preview my album, and can I view my album in a "two-page spread"?

A - YES! There are several ways to view your album before you print it! The first is the VIEW option from your top menu. This will offer your several options for viewing your album as a "slide show". This is a great way to view each page individually to check for errors and layout arrangements. But there is a great new way to view your album in a realistic "two page spread" view. This is also useful even if you are printing at home and just want to see how your pages will look together. Choose SHARE ALBUM from the top menu on your screen and then choose PHOTO ALBUM from the drop down list. This will show you a thumbnail of each of your pages. Click each page you want to include in the preview. There is also a SELECT ALL button. The next step allows you to select a possible cover choice. If you are going to have your book printed and will use a photo cover, choose that option, if you will print the book yourself or will have a leather cover choose that option. The next screen will allow you to digitally "flip" through your book and see what the pages will look like side by side when your book is complete. This is a GREAT tool to make sure your pages fall like you want them to and side by side with what makes sense. Then when you have a feel for how the album will look, or find changes you need to make, simply click CANCEL before proceeding to the final printing selections, or proceed through those last few steps to complete the process to upload your album for photobook printing! (Note: All Preview options are displayed in screen resolution with the exception of the Page-by-Page (High Res) option which is displayed in high resolution.)

Q - Is a discounted upgrade available for owners of My Memories Suite version 1?

A - Yes. Please see the Buy My Memories Suite page for software buying options.

Answers - General Software

Q - What can I do if I have a Memories Suite question that is not answered in the FAQs?

A - If a suitable answer cannot be found in the Support section of the My Memories Suite website, please contact the technical support team who will be happy to assist you.

For online support - click the Contact Us link on the right side of this page and enter an online incident request.

For telephone support - call 1-877-463-6924 and one of our support representatives will assist you.

Q - Is My Memories Suite sold in stores?

A - My Memories Suite is currently only available online. It is available either on a CD or as a download. Please see the Buy My Memories Suite page for more information.

Q - Can I use outside content purchased at other websites in My Memories Suite software?

A - You can easily use content you purchase at other websites in your Memories Suite software, but it will not self-install the same way that content and kits purchased from the My Memories Suite website will.

Q - What are my printing options when I am done with My Memories Suite album project?

A - There are many options for your output when you are done with your Memories Suite album projects. You can print to your own printer, have them professionally printed and bound, or export them as jpegs for processing at your favorite local or online retailer. You can upload them through the PHOTOBOOK process in your MMS software, or print pages individually at any number of online printing sites, or you can print pages at home as well. You can use the .jpeg images of your pages in ANY project that allows importing a personal .jpeg image for personalization.

Q - Can I add a page from another template kit to my existing album?

A - YES! You can! Choose INSERT from your top menu and then select ADD OTHER TEMPLATE PAGES from the drop down menu. This will allow you to select any other template you have purchased or that was included in your software at the time of purchase. Highlight the template of your choice from the list and all the pages included in that template will be displayed. You can choose to add any one or all of them to your existing album! This is a great option when creating an album that will commemorate an entire year in the life of your family! You can choose template pages from any theme or holiday you wish!

Q - Can I add pages from one of my albums to another?

A - YES! You can! Choose INSERT from the top menu and select IMPORT FROM MY PROJECTS from the drop down menu. The pop up box will allow you to navigate to any of your other albums and see thumbnail images of each of your pages. You will be able to select any or all of those pages to add to the current album you are working on. You can choose whether the page will be added after the current page in your album or at the end - simply select that choice from the pop-up box.

Q - Can I create a mirror image of a page in my album?

A - YES! You can! From the top menu on your screen, choose INSERT, then choose, INSERT DUPLICATE PAGE MIRRORED from the drop down menu. This is a great option when trying to get matching layouts in a two page spread that give your album a symmetrical appearance!

Q - How do I print my album to a specific size?

A - My Memories Suite is capable of printing square-shaped albums as large as 12x12 and landscape and portrait-shaped albums as large as 8.5x11. The size of the paper in your printer (and what size the printer itself is capable of handling) will determine the maximum size that you are able to print your album page. When printing in My Memories Suite, the first step is to click on the Print button in the Share Album section of the Control Panel. If you are printing on paper that is the exact size that you would like to print (e.g., printing a square album to 12x12 paper), please ensure that the borderless printing setting is enabled in your printers properties. Then at the Print Options screen, use the Print Setup button to set your Paper Size to use the borderless setting for your papers size (Borderless Letter, for example). Click OK to return to the Print Options screen and then follow the prompts to print your page(s) as normal. If you are printing to paper that is not the exact size that you would like to print (e.g., printing a 6x6 sized album page on standard 8.5x11 paper), then you will need to make some adjustments to your printing options. At the Print Options screen, click on the Advanced button near the bottom. A new window will appear where you can make adjustments to the size of the print, its margins, crop settings, and more. A small preview window to the right should show you what to expect from your printout. When finished making any changes, click OK to return to the Print Options screen and then follow the prompts to print your page(s) as normal.

Q - How do I make sure everything on my page will be in my printed album?

A - If you are uploading your project to a PHOTOBOOK or creating a DVD or slideshow, you will want to check your album by the appropriate "guides" to make sure your pages will appear as you see them on your screen. From the menu that runs along the top of your screen, choose VIEW, then choose GUIDES from the drop-down menu. Click the guide size that matches your project and it will allow you to see the "safety-zone" around the edge of each page. Keeping everything inside those guides should ensure that you everything you see should show on your page!

Q - Can I export my album as Web pages (HTML)?

A - This feature is not yet available, although it is on our list of features to add in the future. You can export your album as a movie file and add it to a Web page.

Q - I am getting a NullPointerException error when attempting to add photos to my pages. What can I do?

A - This error, although rare in the latest version of My Memories Suite, can be caused by a few different things. One of the most common is that photos were added from a temporary location (a USB flash drive, a memory card, an external hard drive, a CD/DVD, etc.) that has since been removed from the computer, perhaps even while you were using My Memories Suite. This means that My Memories Suite can’t find the most recent location that photos were added from and reports an error.

The solution is to reset your My Memories Suite preferences file. Please follow the steps below that are appropriate to your computer type:

Windows XP:

1. Close My Memories Suite.
2. Browse to the following directory on your computer: C:\Documents & Settings\[Your User Name].
3. Find the file called “mymemoriessuite.prefs” and delete it.
4. Open My Memories Suite again.
5. Close the New Album Options window.
6. Choose File > Open Album from the menu.
7. Double-click the album that you created to open it.

Windows XP:

1. Close My Memories Suite.
2. Browse to the following directory on your computer: C:\Users\[Your User Name].
3. Find the file called “mymemoriessuite.prefs” and delete it.
4. Open My Memories Suite again.
5. Close the New Album Options window.
6. Choose File > Open Album from the menu.
7. Double-click the album that you created to open it.

Mac:

1. Close My Memories Suite.
2. Browse to the following directory on your computer: Home/Library/Preferences.
3. Find the file called “mymemoriessuite.prefs” and delete it.
4. Open My Memories Suite again.
5. Close the New Album Options window.
6. Choose File > Open Album from the menu.
7. Double-click the album that you created to open it.

Answers - Software Installation

Q - How can I find my product key?

A - If you purchased a download version of My Memories Suite version 2, go to the My Accounts and locate the Downloadable Software section. If you purchased the software on CD, look on the back of the case, near the top for the key. If you are unable to find your product key, contact us.

Q - I am trying to enter my information on the Software Registration screen, but the fields (boxes) are too small. How do I fix this?

A - Click and hold on the bottom right corner of the installation window and drag it out and down to increase the size of the installation window. This will allow you to enter the information on this screen.

Q - I have already registered version 1. How do I add version 2 registration to my account?

A - Go to the My Account page and log in, if necessary. Click on the link under Product Registration/Account Settings. Enter the product key in the Version 2 Product Key field and click the Update button.

Wanted to let you know...