Technical Support

Question:

Does DecoPac, Inc. offer remote technical support for PhotoCake® Online?
 

Answer:

DecoPac, Inc. uses the remote software ‘TeamViewer’ to provide remote assistance and technical support for PhotoCake® Online.  You are in full control and can end the session at any time.  Please contact PhotoCake® Technical Support at 1-800-644-1228 for further instructions on how to download the module to your computer.

When instructed by a PhotoCake® Support Specialist , Click here to download the PhotoCake® Online remote support module. 

Printer

Question:

How do I care for and maintain my printer?

Question:

Why is my printer ALARM LED flashing Orange?

Question:

Why is my printer flashing Two Flashes?

Question:

Why is my printer flashing Three Flashes?

Question:

Why is my printer flashing Four Flashes?

Question:

Why is my printer flashing Five Flashes?

Question:

Why is my printer flashing Eight Flashes?

Question:

Why is the power light on my printer flashing alternate Green and Orange?

Question:

Can I use my own Printer with the PhotoCake® Online System?

Media

Question:

What is the shelf life of the Frosting Sheets™?

Question:

Will the Frosting Sheets™ melt into frosting that has set for a day or more?

Question:

With what types and brands of frosting do Kopykake Frosting Sheets™ work best?

Question:

What do I do if the Frosting Sheets™ will not come off the backing sheet?

Question:

What do I do if the Frosting Sheets™ are dry and brittle?

Question:

Can the Frosting Sheets be stored after printing?

Question:

Why do bubbles appear on the Frosting Sheets™ when it has sat overnight?

Question:

Why do cracks appear on the image?

Question:

Are the Frosting Sheets™ FDA approved?

Question:

Why will my Media not feed into the Printer?

Question:

Why are my images streaking?

Question:

Why are my images fading?

Question:
Can I use Media that has been purchased from a vendor other than DecoPac, Inc. with the PhotoCake® Online System?
Question:

Can we print pictures from Newspaper of Magazine articles?

Copyright

Question:

What is the general copyright information?

Question:

What types of photos can we print on the PhotoCake® (scanned photo or in a PhotoCake® frame) systems?

Question:

What is a personal photo?

Question:

Can we print pictures from Newspaper of Magazine articles?

Question:

Can we print and sell cakes with logos, trademarks, or players from sports teams (e.g., NFL New England Patriots)?

Question:

Can we print and sell cakes with logos of the mascots of local college or high schools?

Question:

Can we use an existing napkin or printed invitation that has an official or approved logo on it?

Question:

How should I respond to a customer that asks me to use a copyrighted item or photograph?

Question:

How can DecoPac offer images that are copyrighted (e.g., Disney's Pooh)?

Question:

How can we promote events such as the Super Bowl without infringing on copyrights?

Reference Materials

Question:

How can I access the PhotoCake® Online Fall/Winter Enhancement Guide?

Other Questions

Question:

How can I add text without printing a frame or artwork?

Question:

How can I uninstall the PhotoCake® Online Demo Application?

 

Have a question about uploading a custom image? We have your answers.

(800) 644-1228  Monday - Friday: 7AM - 7PM, Saturday: 7AM - 2PM (CT)