Troubleshooting 1 of 6
File Problems
Start with the delivered PNG when the problem appears before production or follows the artwork across different software, machines, or materials. Preserve the original file before making diagnostic changes.
PNG file diagnosis
| Symptom | Likely cause | Check | Correction |
|---|---|---|---|
| File will not open | Corrupt, incomplete, mislabeled, or unsupported file | Confirm the PNG signature, transfer completion, extension, and whether another conforming viewer opens it | Obtain a fresh export or valid copy rather than repeatedly converting the damaged file |
| Image is blurry at production size | Insufficient pixel dimensions or prior enlargement | Calculate effective resolution from actual pixels and final size | Return to the highest-quality source and export at sufficient dimensions |
| Artwork has a white or colored box | Background is opaque | Inspect the alpha channel and preview over contrasting backgrounds | Remove the background in the source and export transparency intentionally |
| Edges have a light or dark halo | Matted or contaminated partially transparent edge pixels | View at 100 percent over light, dark, and product-colored backgrounds | Clean the source edges and export again without the unwanted matte |
| Artwork is stretched or cropped | Wrong aspect ratio, canvas dimensions, or export bounds | Compare pixel dimensions and proportions with the product template | Correct the source canvas or export area without distorting the design |
| Wrong design or personalization | Incorrect revision or order association | Compare filename, visible content, order, and approval record | Replace it with the approved production revision |
| Unexpected private metadata | Export retained ancillary or Exif information | Inspect metadata before sharing | Export or sanitize a production copy according to the required metadata policy |