If a student login opens the wrong photographs, a collection is missing images, or a family cannot log in, stop and identify the cause before releasing the gallery. In Volume Portrait work, one filename, range or credential error can affect several collections, so first establish whether the problem is isolated or repeated throughout the CSV.
Start with the source information
Keep the final exported filenames, the CSV you processed and the school or centre's student information together while troubleshooting. Use these as the source of truth rather than correcting the gallery from memory.
For the affected student, compare:
• The User ID and Password in the CSV.
• The student's first and last individual filenames.
• Any Class Photo, School Photo or other shared-photo filenames.
• The filenames actually uploaded to Workspace.
• The images currently visible in the student's collection.
Check exact spelling, capitalisation, spaces, hyphens, leading zeroes and file extensions.
Decide whether the problem is isolated or widespread
An isolated correction may be appropriate when one credential was typed incorrectly, one image was accidentally included, or one uploaded filename did not match the CSV.
Pause and review the complete CSV when:
• Several students have the wrong photographs.
• Image ranges overlap repeatedly.
• Filenames were changed after the CSV was prepared.
• Leading zeroes or filename sorting are inconsistent.
• User ID and Password combinations have been reused.
• Shared photographs are missing from many collections.
Correcting many collections manually can hide a problem in the source data. Fix the CSV or file-naming process first, then use a small test to confirm the correction before processing the full job again.
Update the CSV before importing again
A manual change in Workspace corrects the current gallery only. It does not update the CSV that created the student collections.
If you may process the importer CSV again, make the same correction in the CSV before doing so. Otherwise, the next import can reintroduce the original problem.
Update the working CSV whenever you manually change:
• A Student User ID or Password.
• An Image Start or Image End filename.
• A Class Photo, School Photo or other shared-photo filename.
• The student or collection associated with an image.
• Any filename that has been changed or replaced.
Keep the corrected CSV as the current version for the job, record what changed, and check the affected row against the final uploaded filenames before importing again.
Re-importing can add missing images and update the student name, collection title and room, but it does not remove an incorrect image or change an existing password, URL slug, price list, cart, permissions or other collection settings. Make those corrections manually in Workspace as well as correcting the CSV.
Do not rerun an older CSV after making manual gallery corrections and assume those corrections will be retained. Changing a non-auto password in the CSV may create another collection instead of updating the existing password.
If a login does not work
Test the credentials through the actual Login Portal. User IDs and passwords may be case-sensitive or mistyped when copied, so enter them exactly as recorded.
Check the following:
• Both the User ID and Password have been supplied.
• The combination matches the student's collection.
• The same combination has not been used for another student or school in your Workspace account.
• There are no leading or trailing spaces in the source data.
• Similar-looking characters, such as 0 and O or 1 and I, have not been confused.
If the credentials need correcting, open the student's collection and its settings. Update Student User ID and, where required, the Collection Password. Test the corrected combination through the Login Portal before sending it to the family.
If the collection contains another student's photograph
First check the student's Image Start and Image End. Workspace includes both boundary files and every filename that sorts between them. Another student's image may therefore appear when ranges overlap or when an unrelated filename sits inside the range.
For one isolated image:
• Open the affected student collection.
• Select the photograph that does not belong there.
• Choose Edit, then Remove From Collection.
Removing an image from the student collection does not mean you should delete the original photograph from the complete gallery.
Then correct the CSV or source record so the same error is not repeated in a future import.
If the collection is missing an individual photograph
Confirm that the missing file was uploaded and that its filename falls within the student's intended range. Pay particular attention to the first and last filenames, because a mismatch in either boundary can create an empty or incomplete collection.
For one isolated correction:
• Open All Photos in the gallery.
• Select the missing photograph.
• Choose Edit, then use Add to collection.
• Select the correct student collection.
• Open that collection and confirm the image appears.
Update the CSV or master job record as well. The Workspace correction and your source data should agree.
If a Class Photo or School Photo is missing
Shared photographs should be referenced by their exact filenames in the appropriate CSV columns. They should not be captured by extending an individual student's Image Start–Image End range.
Check that:
• The exact shared-photo file was uploaded before the CSV was processed.
• The filename appears in the correct shared-photo column.
• The photograph has been marked with the correct image type in Workspace.
• The correct Class Photo or School Photo product appears when the gallery is viewed as a customer.
For an isolated missing image, add it to the affected collection from All Photos, then verify its image type and available products.
Be careful once families have access
Before release, an isolated collection can be corrected and retested without affecting customers. Once families have begun viewing or ordering, changes need more care.
Before deleting, rebuilding or substantially changing a live collection:
• Check whether it has favourites, carts or orders associated with it.
• Record the existing User ID and Password.
• Keep a copy of the processed CSV and the corrected version.
• Confirm how the family will receive any replacement login details.
• Contact Workspace support if the safest correction is unclear.
Do not delete a live collection simply because one image is wrong when the image can be corrected within the collection.
Retest corrections:
After making a change:
• Log out of the photographer view.
• Open the actual Login Portal.
• Enter the student's corrected User ID and Password.
• Confirm only the intended individual and shared photographs appear.
• Check Class Photo and School Photo classifications.
• Open the shopping cart and confirm the correct products and packages appear.
• Record what was changed in your master job information.
