If you're having trouble uploading your design file, we can help!
Email your file to email@example.com and we'll advise on how to get it fixed as soon as we can.
You can also read about how to fix this specific error below:
These error messages are generated when our system detects incorrect red or magenta engraving lines in your file, or if you have an incorrect gray stroke color.
The first thing to do is to check that the RGB values are correct for your red or magenta engraving lines. Heavy vector engraving lines need to be set to red stroke colors, with RGB values of R 255; G 0; B 0:
Light vector engraving lines need to be set to magenta stroke colors, with RGB values of R 255; G 0; B 255:
If there aren’t supposed to be any red or magenta lines in your file, then it means that either a) there is an incorrect gray stroke color in your design, or b) there *is* an element with red and magenta color values hidden somewhere within your design.
Gray stroke color
First check your design to ensure that any gray color values in your design are only used in fills. Our system only accepts gray and black fill colors, not stroke colors. The file below has incorrectly formatted green fills and gray stroke colors, and triggered the ‘we’ve seen red’ error message:
Once the green and gray stroke and fills were corrected, the file uploaded just fine.
Gray stroke color and hidden red fill
The design below triggered the ‘we’ve seen red’ message because it had both gray stroke colors *and* a hidden red fill. Here’s how we tracked them down:
In Illustrator, I used the white arrow (the direct selection tool) and clicked on the gray stroke color and then Select > Same > Stroke Color. Instead of changing these strokes to fills, I used the Object > Expand command, which turned the lines into filled shapes. I repeated this step for any stroke colors that were black (again, our system only accepts black *fills*).
Even after the gray and black stroke colors had been expanded and corrected, the ‘we’ve seen red’ error message still popped up during the file upload process. Using the ‘layers’ view, I scrolled through the different components of the file and eventually spotted a red fill around the edge of one part of the design:
Once I removed this fill, the file was able to upload just fine.
If you’ve checked all of these issues and your file is still not uploading, then drop us a line at service-at-ponoko-dot-com and we’ll be happy to take a look at your file for you.