Here you will find a list of the most common messages displayed in PhotoMatch for a variety of issues.
Use ctrl F to open a browser search and start typing the text from the error or message to find the information
If information about the error or message you are researching is not found here, please email the details and a screen shot of the entire PhotoMatch screen while the error is displayed to kimk@candid.com
ERROR OR MESSAGE
SQL Server installation is either corrupt or has been tampered with
This likely means they are running in Windows 8 compatibility mode.
To correct:
1. Right click on the PM icon and select properties
2. Select compatibility tab
3. Click change settings for all users
4. Uncheck "Run this program in compatibility mode"
5. Click OK and OK
ERROR OR MESSAGE
These participants have data issues:
Name: First Last (########)
This means these people have either a bad email or bad cell phone number. Note the NameID or Name and click OK and search for the name. Click the name and click edit on the acquire image window to fix the data issue.
ERROR OR MESSAGE
Do you want to reprocess # images?
Image Format: 2
This means PhotoMatch can't determine if the images is a valid jpg. The image may be corrupt.
ERROR OR MESSAGE
Error: Unable to process image 'ImageName' from camera - Camera not detected (CopyObject) Re-Take image.
This error happens when photos have been taken but before they have transferred to PhotoMatch the camera became disconnected. In some cases, depending on what caused the disconnect, you may be able to reconnect and click OK the remaining images will transfer to PhotoMatch. After reconnect, if the images don't transfer, you will need to retake the images.
ERROR OR MESSAGE
Error: Unable to detect camera in AcquireImages_Load - Object reference not set to an instance of an object
This error occurs when the camera becomes disconnected from the computer at the precise moment a name is selected. In most cases, clicking OK, closing and reopening the name will also the photographer to proceed. In some instances it may cause PhotoMatch to become non-responsive and require a restart of PhotoMatch.
ERROR OR MESSAGE
REASON FOR ERROR OR MESSAGE
If you just installed PhotoMatch and are opening it for the first time, the database may not be finished initializing.
RESOLUTION
Click OK and wait until PhotoMatch opens. This may take a minute or two. Just be patient and wait until PhotoMatch opens.
ERROR OR MESSAGE
Items on screen are not displaying properly. Possibly overlapping or missing.
REASON FOR ERROR OR MESSAGE
This is caused by a DPI resolution setting
RESOLUTION
Close PhotoMatch. Go to the desktop and right click on the PM icon and select properties. Click on the Compatibility tab. Under settings, click the "Change high DPI settings" button. Under High DPI scaling override, check "Override high DPI scaling behavior" and from the dropdown, select "System (Enhanced)", then click OK. On the first screen select Apply and OK. Reopen PhotoMatch.
ERROR OR MESSAGE
An instance of the application is already running.
REASON FOR ERROR OR MESSAGE
PhotoMatch is already open and they tried to open it again, while already running.
RESOLUTION
Click OK and maximize the instance of PhotoMatch already open
ERROR OR MESSAGE
Account No/Password change is invalid or PhotoMatch is unable to validate.
Account number and/or password changes will not be saved.
Other setting changes will be saved.
REASON FOR ERROR OR MESSAGE
The account number and/or CCS acct password entered is incorrect.
RESOLUTION
Enter the correct account number and CCS acct password. Keep in mind the CCS account password is NOT their CORE user password and is not necessarily their account number. Look the customer up in the Candid Menu > Customer Lookup to confirm their CCS acct password.
ERROR OR MESSAGE
This image folder name has been used ? time.
It was used...
Are you sure you want to re-use this image folder name?
REASON FOR ERROR OR MESSAGE
The photographer is logging into a folder that has already been used and contains images.
This is warning the photographer that there are already images in this folder and they risk overwriting those existing images.
RESOLUTION
Select NO and enter a new folder name
ERROR OR MESSAGE
Please connect your camera and power it on.
You cannot select a name or take photos until your camera is connected.
REASON FOR ERROR OR MESSAGE
Camera is not connected or recognized by PhotoMatch
RESOLUTION
Turn camera on. Make sure it's plugged in. Change the cable and/or any adapters. If camera is still not recognized, confirm it is a PhotoMatch compatible camera. Most recent Nikon, Canons and Sony camera are compatible. If it's a Sony camera confirm the Sony software has been installed on the tablet. If still not recognized, test the camera with another computer to rule out any USB port issues.
ERROR OR MESSAGE
Error: Unable to process image 'ImageName' from camera - Camera not detected. (CopyObject)
REASON FOR ERROR OR MESSAGE
Camera lost connection with PhotoMatch while image was transferring to the tablet. This could happen if the cable became disconnected, the camera got powered off, camera battery died, the memory card was ejected or there was a camera or card malfunction.
RESOLUTION
Restore connection with camara. You may need to retake the photo.
ERROR OR MESSAGE
Cannot retrieve settings from database.
A transport-level error has occurred when receiving results from the server. (provider: Session Provider, error:19 - Physical connection is not usable) 
REASON FOR ERROR OR MESSAGE
This error occurs when the connection to the camera is lost after a long period of time. This happened when the photographer had left the camera connected, but with no activity for over 1.5 hours. PhotoMatch lost contact with the camera and could not re-establish contact. It could mean the battery on the camera died or the camera went to sleep.
RESOLUTION
Click OK
Make sure the camera is powered on and awake. May need to disconnect cable and reconnect for computer to recognize the camera again.
ERROR OR MESSAGE
Microsoft .NET Framework
Unhandled exception has occurred in your application. If you click Continue the application will ignore this error and attempt to continue. If you click Quit, the application will close immediately.
Cannot open database
"C:\USERS\APPOI\APPDATA\ROAMING\PHOTOMATCH\PHOTOMATCH.MDF" requested by the login. The login failed. Login failed for user "USERNAME\appoi 
REASON FOR ERROR OR MESSAGE
PhotoMatch database is missing or corrupt or there is more than one version of PhotoMatch installed on the computer, potentially on under different user names.
RESOLUTION
Log into tablet under each user and uninstall PhotoMatch and delete the database under each user.
To delete the database, open the C drive, then users, then select the user name you are currently logged into. In the address bar, add \appdata\roaming behind the user name and click enter. When the new folder opens, locate the folder named PhotoMatch and delete it. If the computer has more than one user name, log out and log back into the other user name and repeat this step to delete the PhotoMatch folder. Do this for each user name.
Download and install the newest version of PhotoMatch. Open settings and confirm all is setup and save. Log into an event to test.
ERROR OR MESSAGE
Failed to save the file IMAGENAME.JPG. Processing will be stopped. SNAP may have lost access to the destination folder, or another process may have exclusive access to the image. Ensure that the destination folder is accessible and no processes other than SNAP are accessing the image in the destination folder.
REASON FOR ERROR OR MESSAGE
Hot and/or Destination folder not mapped correctly
Hot and/or Destination folder set to "read only"
Another program has control of the image or folder
RESOLUTION
Start by confirming in the PhotoMatch settings that the hot and destination folders are mapped to the Hot and PhotoMatch folders on the desktop.
Confirm Hot and PhotoMatch folders are not set to "read only". Right click on the folder (if on tablet, press and hold) and go to properties. Make sure it is NOT checked as read only.
Confirm no other programs are running on the computer that could be reading the image or folder.
Update to the newest version of PhotoMatch that does not use SNAP
ERROR OR MESSAGE
Unhandled exception has occurred in your application. If you click Continue, the application will ignore this error and attempt to continue. If you click Quit, the application will close immediately.
Object reference not set to an instance of an object.
REASON FOR ERROR OR MESSAGE
There is a corrupt print template in CORE or a template that is missing an image.
RESOLUTION
Updating to PhotoMatch version v23.8.23.33 resolve getting stuck on a corrupt template
ERROR OR MESSAGE
Unhandled exception has occured in your application. If you click Continue, the application will ignore this error and attempt to continue. If you click Quit, the application will close immediately.
Cannot find table 0.
REASON FOR ERROR OR MESSAGE
PhotoMatch is trying to confirm account information and if not connected to the internet it's can't confirm the account information and it throws an error.
RESOLUTION
Connect to the internet and try again
ERROR OR MESSAGE
Error creating database.
Cannot create file: 'C:\Users\name\AppData\Roaming\PhotoMatch\PhotoMatch.mdf' because it already exists. Change the file path or the file name, and retry the operation.
REASON FOR ERROR OR MESSAGE
This will happen if the the older version of PhotoMatch is still installed or the database did not get removed during the uninstall causing the new install to not be able to create the new database.
Or PhotoMatch is installed on two different user logins.
RESOLUTION
Uninstall all versions of PhotoMatch on all logins
Go to the C drive and locate the user name and double click the user name folder. In the address bar add \appdata\roaming behind the user name and click enter.
Locate the PhotoMatch folder and delete it. (Repeat for each user name)
Download the most recent version of PhotoMatch and install
ERROR OR MESSAGE
Error connecting to the database. You may need to uninstall and re-run PhotoMatch Setup.
REASON FOR ERROR OR MESSAGE
This will happen in a new install (never had PhotoMatch before) if they open the MSI file instead of the EXE file
RESOLUTION
Uninstall PhotoMatch, the download and open the EXE file.
ERROR OR MESSAGE
An error occurred attempting to install PhotoMatch
Unable to locate application file 'PhotoMatchUpdate_23.8.23.??.msi'.
The following components were successfully installed:
-SQL Server 2014 Express LocalDB
See the setup log file located at 'C:\Users\Scott\AppData\Local\Temp\VSD58B2.tmp\install.log' for more information.
REASON FOR ERROR OR MESSAGE
This means they did not download MSI file before downloading and opening the EXE file
RESOLUTION
Go back and download the MSI file, then download EXE file, then only open the EXE file
ERROR OR MESSAGE
Error: Image_DownloadReady Image - 'IMG_0029.JPG' from camera
- Cannot access a disposed object.
Object name: 'fm_AcquireImages'.
REASON FOR ERROR OR MESSAGE
This will happen when the photographer closes the acquire window while an image is trying to transfer from the camera to the tablet.
RESOLUTION
Wait until you see the image in the acquire image window before close the acquire image window
ERROR OR MESSAGE
Error loading AcquireImages form - Object reference not set to an instance of an object
REASON FOR ERROR OR MESSAGE
Scaling issue not allowing the Acquire Image Window to open
RESOLUTION
Close PhotoMatch. Go to the desktop and right click on the PM icon and select properties. Click on the Compatibility tab. Under settings, click the "Change high DPI settings" button. Under High DPI scaling override, check "Override high DPI scaling behavior" and from the dropdown, select "System (Enhanced)", then click OK. On the first screen select Apply and OK. Reopen PhotoMatch.
ERROR OR MESSAGE
Error connecting to the database. You may need to uninstall and re-run PhotoMatch Setup.
REASON FOR ERROR OR MESSAGE
Missing .net framework 3.5 and SQL
.net Framework 3.5
Install this old version of PhotoMatch and confirm it will open.
Then uninstall PhotoMatch and restart computer
RESOLUTION
After restart install this version of PhotoMatch
After installing, open PhotoMatch and make sure it actually opens.
SQL