Frequently Asked Questions

The following are our supported file formats:

Video: MPEG (.mpg or .mpeg) and MPEG 4 (.mp4), QuickTime (.mov), Audio Video Interleave (.avi), Windows Media Video (.wmv) version 9 or earlier
Images: JPEG (.jpg or .jpeg)
Music: MP3 (.mp3), MPEG 4 audio or unprotected AAC (.m4a)

If your content is not in one of the supported file formats, you will need software to convert the file format. While we cannot make a specific software title recommendation, a quick internet search should give you plenty of options.

If you have difficulty uploading one of these file formats, please first make sure that the filename ends with one of the appropriate file extensions above (for instance, a digital photo should be called filename.jpg or filename.jpeg).

The Collections page is a place where you can store and organize all of your content. You can upload content into different folders called "Collections" that you create on your Collections page. You can also move content from one Montage to another by using a collection. Collections work very well when you want to pick out certain photos or video from different Montages to combine them into a new Montage. For example, you can create a Collection for a given year and easily create a year-in-review.

Yes! We offer easy import from Flickr and Photobucket. You can also upload from an image URL. If your images are on another site you can either download full resolution copies or request a CD or DVD with full resolution copies of your photos. You can then upload the pictures that you want to One True Media.

In general, the higher the resolution used, the better the output quality will be. Images for Montages and Slideshows should be at least 640 x 480 pixels. Images for Photo Books should be at least 1536 x 1024 pixels. You can check this information for your images by right-clicking on the image in Windows and selecting "Properties" from the drop-down menu. Select the "Summary" tab, and click the "Advanced" button. In Mac OS X, you can select the image and choose "Get Info" from the File menu. On our site, any of your photos that are unlikely to display well at their current resolution will be flagged online with a warning symbol: an exclamation mark inside a yellow triangle.

There are many programs available that can perform this file format conversion. You can search online for programs to do this, or some computers have either Windows Picture and Fax Viewer (on Microsoft Windows operating systems) or Preview (on Macintosh OS X) pre-installed. Open the photo in either application, and re-save the photo in the "JPEG" file format.

If you have a scanner, you can scan the photos at home yourself. If you do so, we recommend that you scan at a resolution of 300 DPI or higher for the best results

Once you have created your project, you will be on the "Upload" tab. Click the "Select Files..." box. You can then select multiple photos and video clips to upload. If you would like to add more items, click the "Add More" button and select additional files. When you have all of the images you would like, click "Upload." You can add more content at any time by clicking on the "Add Images & Video Clips" button or the "Upload" tab when previewing your project.

Some computers come with software pre-installed that can convert video to the correct format, such as Windows Movie Maker or Mac's iMovie. There are also many programs available online that can convert various video formats into MPG, MOV, or AVI format. Try searching online for a program that can help you do this.

If your video is digital (for example mini DV or Digital 8 tapes), you can capture your video and save it on your computer yourself. You will need a video capture program to do this. Most PCs come with a program called Windows Movie Maker and Macs come with iMovie. These will allow you to capture a video tape to your computer. Just follow the instructions from these applications to capture your video. When you do so, make sure to import and save the file as a MPG, AVI, or MOV file so that you can upload the file to your account later. Please refer to both your camera's manual and your video capture program's manual for more specific instructions.

It can take a while for photos and video to upload, especially if you have a slower connection to the internet, or if the files that you're trying to upload are particularly large. It can take up to one minute to upload one megabyte of content, so please allow plenty of time for large files or a lot of files to upload.

Check to make sure that you're using a supported browser. We recommend that you use the latest version of Firefox or Internet Explorer. The latest version of Firefox can be downloaded at http://www.getfirefox.com and the latest version of Internet Explorer can be downloaded at http://www.microsoft.com/windows/ie/downloads/default.mspx.

Also, check to make sure that you're trying to upload the correct type of file. We support the following common formats:

Video: MPEG (.mpg or .mpeg) and MPEG 4 (.mp4), QuickTime (.mov), Audio Video Interleave (.avi), Windows Media Video (.wmv) version 9 or earlier
Images: JPEG (.jpg or .jpeg)
Music: MP3 (.mp3), MPEG 4 audio or unprotected AAC (.m4a)

Make sure the filename ends with the appropriate file extension above (for example, a digital photo should be called "filename.JPG" or "filename.JPEG").

If you still are experiencing problems, please contact us at customercare@onetruemedia.com for further assistance.

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